806 Customer Reviews over 21 pages
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- Location
- Hampshire
- Reviewing
- John Lewis Broadband
- Date
- 2015-09-16
- Comments
-
Tried to change from BT. Phone line connected but not broadband due to JLB error. Two weeks after changeover no update received, no router despatched. After 45 minute queue technical support told me that broadband order had been 'cancelled' although my recent bill shows I was charged for it. After a 25 minute queue for customer support was told that it was a JLB admin error that would eventually have sorted itself out (!) yet no emails or calls from JLB to explain/reassure. Another week delay now expected (2-3 weeks without broadband). Wish I'd stayed with BT.
- Location
-
- Location
- Hampshire
- Reviewing
- John Lewis Broadband
- Date
- 2021-11-10
- Location
-
- Location
- Hampshire
- Reviewing
- John Lewis Broadband
- Date
- 2017-01-18
- Comments
-
1 star is to much. 0 stars would have been more appropriate. Rubbish customer service. Rubbish, unreliable, slow service. I had 26 engineer visits during my 18months with this shambles of a company. And, now, I am being hit with a 'cessation charge' because I moved house and am getting my services from Virgin Media. AVOID AVOID AVOID, this company.
- Location
-
- Location
- Hampshire
- Reviewing
- John Lewis Broadband
- Date
- 2016-09-03
- Comments
-
Customer service is what lets them down. It's quite different from what you expect at John Lewis- I suppose thats because it is actually being provided by Plusnet, who are part of BT, The worst problem I have is that they have double billed me for the first month's service, and seem incapable of sorting it out. Now I am being chased and threatened with service reduction (!) for an amount I already paid when I placed the original order. As noted by others, you spend ages listening to music on hold, but if you contact them on their messaging service nothing much happens.
- Location
-
- Location
- Hampshire
- Reviewing
- John Lewis Broadband
- Date
- 2019-10-12
- Comments
-
Why oh why has John Lewis used the terrible Plusnet to deliver their Broadband? I have just left Plusnet and now realise that JL use them. I get an email today increasing my monthly by 15% after JL PROMISED to keep my £20 a month the same for 12 months! Plusnet are underhand and a disgrace, they treat customers like dirt - JL break away from Plusnet as they will drag your name down into the mud!!!!
- Location
-
- Location
- Hampshire
- Reviewing
- John Lewis Broadband
- Date
- 2015-11-28
- Comments
-
I couldn't gain access to the internet all day yesterday and was unable to get an answer from the service team between 8 am and 11pm- at one point I held on for 40 minutes listening to tasteless crap music and a useless message telling me that I didn't have to phone in as it was possible to fix most of my problems online! I called the service team at 6 am this morning and finally got an answer - I was told that JL mainframe had reset my router's code and that I had to reboot it - I was told how to do this and ten minutes later normal service was resumed! Later I discovered that the JL website had crashed owing to Black Friday demand. Are JL trying to do too much with too little equipment? I gather from other websites that there have been problems with the JL website for at least two years. If the JL broadband service does crash again would it be asking too much for JL to put a recorded message on the helpline explaining what the problem is instead of leaving customers to wonder for 24 hours what on earth is going on?
- Location
-
- Location
- Hampshire
- Reviewing
- John Lewis Broadband
- Date
- 2017-04-15
- Comments
-
Their awful broadband service must be damaging their reputation. have been with them for 3 months. speeds slower than advertised. Internet connection lost frequently. Technical support dreadful - deny problem - and are unable to sort out. Planning on cancelling soon
- Location
-
- Location
- Hampshire
- Reviewing
- John Lewis Broadband
- Date
- 2019-05-21
- Comments
-
Have left today and what a difference! Had ongoing problems, John Lewis sent me a replacement sagecom router, terrible, never worked, dropped out, had to change channel continuously to get it to work.
Opened a ticket for reporting a fault, five weeks later, still no proper internet service, luckily was out of contract so changed to EE. Just today I can run Netflix, my iPad and you tube for the first time in months. Got a measly £15.00 compensation from JL and had to fight for that. Very very disappointed. John Lewis your poor broadband is trashing your good reputation - I would do something about it if I were you!
- Location
-
- Location
- Hampshire
- Reviewing
- John Lewis Broadband
- Date
- 2015-06-17
- Comments
-
John Lewis' reputation must no longer be important to them - quite the most incompetent, ineffectual and dishonest broadband provider I have used so far. I can't rate the broadband speed because even after five engineer visits, it still hasn't been connected yet. Changing to John Lewis in reality means you will be without phone or broadband for an indefinite amount of time (but John Lewis are really sorry, and will get it sorted as soon as possible..........in a couple of weeks)
- Location
-
- Location
- Haslemere
- Reviewing
- John Lewis Broadband
- Date
- 2019-03-25
- Comments
-
Signed up for John Lewis broadband as price was competitive, then read reviews and was filled with some doubt, but I am now up and running for a week and have nothing but positive feedback. I called the Helpdesk with questions and the phone was answered instantly. Router set up was simple. Live set up occurred as promised. Communications always clear and timely and even a phone call today, just to check up everything was good. Line speed pretty much as promised. 5* at this moment, long may that last, and no regrets about moving my business to John Lewis.
- Location
-
- Location
- Haslemere, Surrey
- Reviewing
- John Lewis Broadband
- Date
- 2018-01-16
- Comments
-
Ongoing issues with patchy broadband for months, never resolved by John Lewis. Often lengthy wait to get through to customer service, many different and inconsistent answers given as to why we have such poor speeds at times. No resolution of issue and still going to local cafe to send emails with attachments. Bad communication, arrogant and unhelpful tech staff. Avoid if you can.
- Location
-
- Location
- Hastings
- Reviewing
- John Lewis Broadband
- Date
- 2020-12-15
- Comments
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I do like john lewis broadband I have the fiber broadband package , i have seen so much negative reviews its not funny,
So I decided to leave a modest review
First of all when my package started with john lewis broadband the contacted me via text kept me informed when my server has gone live, payed my bills no problem , the connection is ultra reliable and a good speed for gaming , minimal jitter and lag,
However just today Billing information had got muddled, When they direct debit your account it doesnt say John Lewis Broaband it says john-(whatever)
Which made me worry , But they have a good team and resolving the issue within 48 hours , So far at the moment I am very happy with John lewis broadband, they just need to fix there billing system so when direct debited it does say JOHN LEWIS BROADBAND (accno) and then would be no problem
- Location
-
- Location
- Hemel Hempstead Herts
- Reviewing
- John Lewis Broadband
- Date
- 2020-11-07
- Comments
-
John Lewis broadband has poached myself and others because of their reliable good name how wrong can one be they have conned all of us. The broard band is dead slow, cannot load BBC iPlayer 90% of the time have reported it many times only been threatened with an expensive fine if I cancel contract. Not fit for purpose John Lewis name gone down the pan. Anthony Thomas.
- Location
-
- Location
- Hengoed
- Reviewing
- John Lewis Broadband
- Date
- 2018-10-23
- Comments
-
Worst decision we ever made! John Lewis is a name synonymous with quality but their broadband service has dragged their name into the abyss! The telephone switch was fine but they left us without broadband for 10 days because of problems their end and Customer Service was a bad joke. It never takes less than 25 minutes to get past their appalling “musical” hold system to speak to a real person and when you do, their scripts are so basic that they can’t actually help you in any meaningful way. They have failed to correctly set up the direct debit and are now hounding me with emails and text messages for a payment that their Customer Service team member confirms they have actually received! The icing on the cake? I have never had such a slow broadband speed! Can’t wait to switch away.
- Location
-
- Location
- Hereford
- Reviewing
- John Lewis Broadband
- Date
- 2018-11-26
- Comments
-
To quote their website "We'll answer you within 24 hours during our operating hours."
Not a chance. I've been waiting for 13 days now. I've even raised another query, quoting the original query number. That was on Friday. It's Monday now and nothing yet. Avoid.
- Location
-
- Location
- Hereford
- Reviewing
- John Lewis Broadband
- Date
- 2018-09-20
- Comments
-
Like another reviewer I have closed my account and JLB does not recognise this although I have their letter telling me how sorry they are I have left. I stopped my DD as after many phone calls as I could not trust them and sure enough today I had an email from them demanding payment by another means. In fact they owe me a refund but "due to a new accounting system" this will have to be by cheque. I cannot go on-line to discuss this as my account is closed and the phone line has a wait of over 10 minutes. I'm not surprised!
I would just ignore them if they did not owe me money and I could be sure they would not file a payment failure on my credit file.
- Location
-
- Location
- HEREFORD
- Reviewing
- John Lewis Broadband
- Date
- 2021-08-19
- Comments
-
Customer service is the worst ever. Please go with someone else. They say anything to get you off the phone. I had 6 months of there system not accepting payments due to system error. I had staff lie to me, put me through to wrong dept on purpose. Mis information is their game just to get you paying them. Don't entertain them. You WILL be disappointed.
- Location
-
- Location
- Hereford
- Reviewing
- John Lewis Broadband
- Date
- 2018-02-28
- Comments
-
Astonishingly poor. Like others here service suddenly lost due to a network issue..not line. Long meaningless illogical discussion with JL..reset etc etc. Then just it was a network fault and you end up in online ticket system which they just ignore and delete. You can can only respond online ..but you have no service to do so.
Just demand you pay but will not provide any service.
- Location
-
- Location
- Herefordshir
- Reviewing
- John Lewis Broadband
- Date
- 2015-07-11
- Comments
-
Paid extra to get broadband quicker on moving house. Three weeks later - still no broadband! It was only after the first installation visit we were told a second one would be needed. This second onewas then cancelled ten minutes before it was due to be completed. The promised free router wasn't sent for the first three times they tried: fourth time it seems they have sent it to our old address apparently: despite knowing the point of changing was we were moving house! Basically it doesn't seem call centre staff know what they're doung. Would never recommend John Lewis again. No idea as to the speed or reliability: in effect they're both zero for now!
- Location
-
- Location
- Herefordshire
- Reviewing
- John Lewis Broadband
- Date
- 2016-02-04
- Location
-
- Location
- Herefordshire
- Reviewing
- John Lewis Broadband
- Date
- 2016-02-06
- Comments
-
I work from home - or rather, I did, until I signed up with John Lewis broadband. Now, I just spend my day on the phone to JL’s technical support line. It’s now my 42nd day without a broadband connection and there’s no sign of a resolution in sight. On the dozens of occasions when I've rung JL to find out what's going on - they never ring me, though once in a while I do get a completely irrelevant text - the customer service has been helpful and friendly, but absolutely useless at actually getting the service back. Reading between the lines, the problem is that JL have no power. BT Openreach owns and administers the lines, and if they can't be bothered to send an engineer, the line doesn't get fixed. There's a minimum ten-day wait time before Openreach will even consider a fault request, and twice so far no engineer has turned up. A couple of days ago JL offered me £25 in compensation, but the last monthly bill (for a service which I didn't receive) was for £45.06. It’s so bad it’s almost comical. Almost.
- Location
-
- Location
- Herefordshire
- Reviewing
- John Lewis Broadband
- Date
- 2018-11-28
- Comments
-
I don't recommend John Lewis. I switched my elderly parents over, difficult but done, however when there is a problem the website login to the account doesn't work, the '24/7' technical helpline isn't answered, problem after problem. Also the International calls which are supposed to be included only relates to mobiles in US and Canada, no other countries, but that isn't stated anywhere in the sales pitch. Odd 10p Other charges appearing on the bills. Don't recommend
- Location
-
- Location
- Herefordshire SY70EF
- Reviewing
- John Lewis Broadband
- Date
- 2021-01-31
- Comments
-
Slow broadband, impossible to get hold of. Unhelpful service staff. Currently have an upload speed of 0.00 mpbs and they tell me it will take 3 days for the line to sort itself out. My download speed must drop below 0.4mbps before they will do anything. This is 2021 ridiculous AVOID AT ALL COSTS.
- Location
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- Location
- Herne Bay
- Reviewing
- John Lewis Broadband
- Date
- 2019-01-28
- Comments
-
Nothing but contempt for this company. So very helpful staff. Only been with them since 09/2017 and had nothing but hassle from day one. Connection is a big joke if you can connected at all? Its costing my Wife and I to break the contract £130:40 which we cant afford but what can one do? A decent service we need not keeping fingers crossed and praying when logging on. Back to the drawing board but who is a decent helpful company??
Under no circumstances give this compnay your business but PLus Net their server is a part of BT.
Never again has cost us money like it has other with their story's of woe
I give zero stars for all catogories i clicked Customer services in error.
- Location
-
- Location
- Herne Bay
- Reviewing
- John Lewis Broadband
- Date
- 2016-08-29
- Comments
-
Awful! Polite staff who don't know what they are doing. They assured me I would keep my own phone number, then when the change over happened advised me of my NEW number!!! They don't seem able to get my number back, different advice from three staff I have spoken to about it. One said he is on holiday soon but will see if he can get someone else to chase it!! My new router didn't work, after three phone calls I got nowhere and then fixed it myself by experimenting with the settings. The username and password were missing! Each time you phone technical help you are on hold for 45 mins each time being forced to listen to insanely bad music, although sales answer straight away!! PLEASE GO ANYWHERE ELSE BUT NOT JOHN LEWIS!!
- Location
-
- Location
- Hertfordshire
- Reviewing
- John Lewis Broadband
- Date
- 2016-01-19
- Comments
-
Unbelievable - the worse experience we have ever had!
We have been without viable phone and broadband for 1+1/2 months (now fixed...), and the support from John Lewis has been awful.
Honestly, DO NOT USE THEM!
We have had promise after promise - broken.
Promise call backs - never made.
Promised fixes - never materialised.
And the time spent hanging on the phone waiting for them to answer is worse than calling support based in India! And that was a major reason for going with John Lewis in the first place - UK based support, and the John Lewis name, which is normally associated with good support!
We are very, very upset and annoyed with the whole experience.
- Location
-
- Location
- Hertfordshire
- Reviewing
- John Lewis Broadband
- Date
- 2021-03-25
- Comments
-
Please avoid. Drops out continually. Appalling customer service including being given the wrong information. No parental controls.
- Location
-
- Location
- High Peak
- Reviewing
- John Lewis Broadband
- Date
- 2017-03-27
- Comments
-
Cannot give a review for speed or reliability as still not connected after 13 days. Ordered Fibre and now told unable to provide it after numerous phone calls to customer service and being told a different story every time. Told a manager will call me within 4 hours and 8 hours later still no call. Now having to wait another week to be connected to Adsl.... why!!!!!Avoid at all costs if you value your sanity .
- Location
-
- Location
- High Wycombe
- Reviewing
- John Lewis Broadband
- Date
- 2022-12-01
- Comments
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Had a waitrose account for years and then they announced closing service so transferred to plus net.
No mention that the email address would immediately no longer be accessible. How can they make you ditch a 20 year old email address overnight?
Absolutely in o prehensile!
- Location
-
- Location
- High Wycombe
- Reviewing
- John Lewis Broadband
- Date
- 2021-05-31
- Comments
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The customer service of JLB is a disgrace.
I called them 2 months in advance to move my broadband to my new apartment and they keep delaying my order and not telling me if they can install the broadband in time or not. They don't give customers straight answers about any queries just say sorry for the delay.
I thought if I call them in advance that will help to make sure that I won't stay without internet after moving but it seems like they are not capable of providing a good customer service.
- Location
-
- Location
- highlans
- Reviewing
- John Lewis Broadband
- Date
- 2018-10-01
- Comments
-
Rubbish Customer Service! It is a big con - you THINK it is all with John Lewis and their values? In the provision of Broadband and phone services, it is PLUSNET - who ARE rubbish!. By association, John Lewis are rubbish indeed worse than that, they mislead you on matters of service provision.
- Location
-
- Location
- Hoddesdon, Herts
- Reviewing
- John Lewis Broadband
- Date
- 2016-06-23
- Comments
-
Could not be more sorry that I changed to John lewis broadband, a total waste of money. The service from the technical team is a joke, ( very polite but have been useless). Am now waiting for my conttract to end..Shame on John Lewis for running such a bad company. From now on I will forget them and shop else where.
- Location
-
- Location
- Home broadband
- Reviewing
- John Lewis Broadband
- Date
- 2018-08-25
- Comments
-
How can anything be linked to John. Lewis that is so poor at basic customer service !
Told my speed between 6-17 mbs was only 10.7mbs which in their eyes is more than acceptable - funny they won’t reflect this range in their prices
They refuse to fix speed problems, I was advised by tech support that as my telephone point switch was an issue to remove the front cover and has been like this ever since
Told by tech support that a new router may not fix issue but have to sign a new contract to even try
Can anyone recommend anyone better than these cowboys?
- Location
-
- Location
- Horley
- Reviewing
- John Lewis Broadband
- Date
- 2018-03-21
- Comments
-
Agree with the poor reviews. Customer service is abysmal, never contact you before the 24 hours are up. I didn't know before I signed up that it was run by PlusNet (owned by BT) had bad experiences with them in the past and resorted to legal and obtained compensation.
- Location
-
- Location
- Horsham
- Reviewing
- John Lewis Broadband
- Date
- 2014-05-24
- Comments
-
This company should be truly shameful and i would stay far far away from their broadband service.
I joined them on the 25th April and my activation date was 13th May, But on the 13th no bb so i contacted them and they said sorry it should be active by the 14th but that didn't happen so after a long time on the phone and a lot of messing about with routers and passwords they finally said they would send out an engineer the engineer never showed so JL (john Lewis) said they re-booked the engineer but again no show this happened 4 times and was escalated 3 times during that time, any company that escalates your problem more than once is not to be taken seriously. I phoned this JL up and canceled my account today due to the fact they are useless and have done nothing but waste my time i was in my 30day cancellation time by 1 day, but i cant seem to get any of my money back that they took up front. They are also sarcastic as soon as you request a cancellation.
- Location
-
- Location
- Hounslow
- Reviewing
- John Lewis Broadband
- Date
- 2016-03-26
- Comments
-
I switched from BT to John Lewis broadband a year and half ago, due to the reputation of John Lewis.
John Lewis broadband use Plusnet as their carrier. I have had issues with the service ranging from dropped connections, low speeds (sub 2 MBPS) and bad customer service.
The hub that is provided is low power and I get no signal after 5 meters.
I tried calling the customer service team numerous times to resolve the issue, but they are absolutely useless.
I have signed up with another provider and I am hoping they cannot be as incompetent as John Lewis.
- Location
-
- Location
- Hove
- Reviewing
- John Lewis Broadband
- Date
- 2018-10-19
- Comments
-
After ordering the broadband I had to call them just before the start of service to ask for a router. Apparently it had been forgotten to be sent out. One minute after asking for the router I received an e-mail stating my broadband order had been cancelled. Nobody could tell me why this had happened and I had to wait 5 days before anyone contacted me. When they did they just said they didn’t know why it was cancelled and that I woud have to start the order again from the start. Apart from ‘I’m sorry’, there was no offer of compensation or anything. I had to beg my previous provider not to terminate my broadband/phone. NOT recommended! I wish I had read these reviews before wasting my time. Very disappointed that John Lewis are treating their customers in this way.
- Location
-
- Location
- Hove
- Reviewing
- John Lewis Broadband
- Date
- 2021-10-24
- Comments
-
Didn't bother to tell me they had failed to book an engineer until I phoned on the day of the appointment. Failed to book me a new one within a reasonable timeframe so was without internet for 2 weeks upon moving house. Offered no apology or incentive when I stated I wanted to take my business elsewhere.
- Location
-
- Location
- Hove
- Reviewing
- John Lewis Broadband
- Date
- 2020-01-24
- Comments
-
The speed of the broadband is good however the customer service is APPALILNG! So it's all good so long as you don't have any issues in which case, good luck!
I paid to have my account switched to a new address in order to avoid starting a new 12 months contract. The new account stopped working after a few days and John Lewis Broadband informed me that due to a technical error, I needed a new account to be set up which costs £32 but that money would be repaid to my account. Well to date it hasn't turned up in my account.All very un professional and incredibly frustrating.
- Location
-
- Location
- Ilford
- Reviewing
- John Lewis Broadband
- Date
- 2018-11-18
- Comments
-
I'm getting constant time outs. Speed check was giving upload 0.1mbps and download 3 mbps
Been like this for three days
Support line wait is about 15 mins
Their lazy reason is that I get slow speed us because I use wi-fi
WiFi can't make it this slow and unusable
- Location
The reviews published on this page are those of the individual authors who have warrantied that they abide by our review guidelines. Reviews are not the opinion of Broadband.co.uk.
John Lewis Broadband are not affiliated with Broadband.co.uk. This page does not constitute any affiliation between Broadband.co.uk and John Lewis Broadband.