806 Customer Reviews over 21 pages
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- Location
- Nottingham
- Reviewing
- John Lewis Broadband
- Date
- 2017-10-12
- Comments
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I originally had Waitrose broadband as an original customer 15 years ago and never had a problem I have had my email address all that time . Since the company moved over to John Lewis broadband and plus net it is diabolical
None of my messages deleted off main server even though I have removed them and I have over 2000+ messages sat there and won't go . Response from customer services poor ..no one will help this is 4th time I've raised and I can't get any email at all just spins all the time !
- Location
-
- Location
- Nottingham
- Reviewing
- John Lewis Broadband
- Date
- 2017-10-12
- Comments
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I originally had Waitrose broadband as an original customer 15 years ago and never had a problem I have had my email address all that time . Since the company moved over to John Lewis broadband and plus net it is diabolical
None of my messages deleted off main server even though I have removed them and I have over 2000+ messages sat there and won't go . Response from customer services poor ..no one will help this is 4th time I've raised and I can't get any email at all just spins all the time !
- Location
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- Location
- Dorset
- Reviewing
- John Lewis Broadband
- Date
- 2017-09-22
- Comments
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Appalling customer service.
- Location
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- Location
- Edinburgh
- Reviewing
- John Lewis Broadband
- Date
- 2022-07-02
- Comments
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The poorest broadband service yet. Never in the year have I had the speed promised and the customer service was rude and unhelpful. Never again going back to the main players. Increased my plan by 30% after 8 months so read the small print.
- Location
-
- Location
- North Wales
- Reviewing
- John Lewis Broadband
- Date
- 2015-05-14
- Comments
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Broadband not working for 12 days so far. The service has been truly appalling. The engineer has failed to attend for the third arranged inspection today. John Lewis request a BT engineer to attend and if this was the only problem I would not be giving a negative review, despite the three missed appointments. However, there have been other issues re long periods waiting on the phone, incorrect info being provided, calls not returned and matters not been followed. I am sick of speaking to this company.
- Location
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- Location
- Sevenoaks
- Reviewing
- John Lewis Broadband
- Date
- 2017-02-08
- Comments
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This is about Webmail. We used to have Waitrose webmail and that was fine for access away from home and on tablet. Now it has become John Lewis Webmail it is total rubbish. Incredibly slow to load, no clear instructions about how to select multiple messages to delete, so my available space keeps filling up. User guidance is all about different text display options which I couldn't give a monkey's about. Why don't don;t these IT people keep it SIMPLE? Do they know they are alienating JL customers? Hope somebody high-up reads all these comments.
- Location
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- Location
- Gwent
- Reviewing
- John Lewis Broadband
- Date
- 2018-11-23
- Comments
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The customer service provided by John Lewis broadband is abysmal,you wait for a long time for anybody to answer who then direct you to somebody else so you wait until they answer.
- Location
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- Location
- Oxfordshire
- Reviewing
- John Lewis Broadband
- Date
- 2018-11-27
- Comments
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DO NOT GO NEAR THIS. Absolutely appalling. Took money out of my account upon ordering their broadband and then didn't hear from them again. Contacted them and was told there had been a 'system error' so had not been ordered. 2 weeks now without broadband.
- Location
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- 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
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- Location
- Truro
- Reviewing
- John Lewis Broadband
- Date
- 2017-03-18
- Comments
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Irritated with the prospect of further cost increases with BT I have transferred to John Lewis. The transition has been totally painless...router arrived well in advance of the agreed transfer date; plugged it in on the day of the swap, switched it on and online within 10mins. Soooo easy! The speed is no different to BT (judged by the Speedsmart app). And, to top things off...way cheaper....completely satisfied and feeling BT-liberated!
- Location
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- Location
- Central London
- Reviewing
- John Lewis Broadband
- Date
- 2018-09-22
- Comments
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They have introduced a new payment system which is a disaster. They have no idea what they are doing. You wait 44 minutes for someone to answer the phone. The online 'my account' is 'unavailable'. Their direct debit reversed itself out of my account as they applied for it a day before they said they would. My bank said they had no control over it. Since then it has been a catalogue of errors, apologetic emails, then today threatening emails. I have complained to the Chairman of John Lewis about the poor service and the awful reputation they are giving the Partnership. When I first joined them 4+ years ago for my phone in London, they were great. Now, they are absolutely not. If I want appalling customer services then go to the cheap providers, or BT. You do not expect it from John Lewis. I am going to Zen who provide an excellent service for me at the house in Norfolk.
- Location
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- Location
- Durham
- Reviewing
- John Lewis Broadband
- Date
- 2020-12-06
- Comments
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I have been trying to contact my supplier for ten days now without any response. I would like to change to fibre but because I cannot speak to them I cannot move forward. Will probably move to another supplier.
- Location
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- Location
- Morecambe
- Reviewing
- John Lewis Broadband
- Date
- 2021-02-17
- Comments
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No working phone I need to Ring doctors and Job centre trying to ring me, it has been off for days now! THE GOVERNMENT have got to do something about the Rubbish system in this Country, the way people are left by these Internet people of whom just put up the prices and seem to do what they like it should say on the web site we are having problems with internet and phone But no it's always a YOU problem just happening to you really sick of the state this country is in with greed and a lack of help!
- Location
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- Location
- Sussex
- Reviewing
- John Lewis Broadband
- Date
- 2017-12-04
- Comments
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I switched from BT Infinity 2, which was costing me over £55 per month, to John Lewis Broadband following a price rise email from BT. I'd been a BT customer for over 25 years and their prices are no longer something I care to tolerate.
My JL router arrived a few days before the agreed switchover date and on the morning it was due, my phone line was active. The broadband was not and I was surprised this was not made clear by JL. I rang their customer service team and my call was answered within an acceptable time. The customer service agent was based in the UK and clearly had a good handle of what was going on. He was able to manually switch on my broadband and everything worked smoothly.
I read, with alarm, some of the negative experiences people have had with JL broadband but mine, so far, has been nothing but great and less than half the price of BT!
- Location
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- Location
- Ilkley, West Yorkshire
- Reviewing
- John Lewis Broadband
- Date
- 2015-06-26
- Comments
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The John Lewis broadband service is provided by Plusnet. My experience as a Plusnet customer is much the same as other reviews, i.e. nice enough people but a bit hopeless. On the positive side once they get the service up and running it is quite good.
The big problem is that when you contact John Lewis Broadband, you are actually speaking to Plusnet. There is a massive gap in the very high standards of John Lewis and the rather amateur/poor service from Plusnet.
John Lewis need to sort them out otherwise people will think that it is them providing a shoddy customer service.
- Location
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- Location
- London
- Reviewing
- John Lewis Broadband
- Date
- 2015-09-26
- Location
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- Location
- Kent
- Reviewing
- John Lewis Broadband
- Date
- 2018-10-20
- Comments
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Terrible customer service. Had problems since signing up. They never reply to queries. Have been overcharged in second month and still awaiting refund and explanation. Wish I'd never signed up to John Lewis.
- Location
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- Location
- Haslemere, Surrey
- Reviewing
- John Lewis Broadband
- Date
- 2018-01-16
- Comments
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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
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- Location
- London
- Reviewing
- John Lewis Broadband
- Date
- 2016-09-04
- Comments
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My broadband has always been slow (0.8Mb instead of the promised 38) but I am stuck in a contract and don't have the energy to deal with the polite but ultimately unhelpful staff for hours on end so I was waiting patiently to get out of the contract. Now, there is no service for 5 days and unless I buy a laptop that can help them diagnose a router issue, they will not help me fix it. They are beneath contempt.
- Location
-
- Location
- london
- Reviewing
- John Lewis Broadband
- Date
- 2015-09-08
- Comments
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I had 8 years hassle free from BT. I changed for price reasons thinking there is no risk as BT is still supplying and its John Lewis... They're amazing ..right..WRONG
My bt contract ended on time then no internet since..The original Installation date was missed even though I reconfirmed it. No one showed up on the rearranged date either. The equipment never arrived but customers service blamed me. They said they were certain I received it because it said so on their screen. 4 new sets of equipment were sent but none arrived. Someone then said they would send it tracked by royal mail. Then th eery said the could not as they are out of stock.
T hey sent a BT engineer who tested with his equipment. It failed. He refused to call in to tech support saying I needed to call BT..
They then said I should use the original BT equipment but it doesn't work. .I tried to cancel but got a message saying everything is working except BROWSING and i can't cancel.
If I'm not happy I can wait 8 weeks which they say is reasonable to have time to fix..
The service is run by Plus net. .. very nice people but they never do anything. ..can't send equipment by traced post..can't call you back. .can't escalate to managers..Their systems prevent any actions for the poor staff...
I'm going to court to cancel the contract. .its the easiest way out unfortunately. .
joe
- Location
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- Location
- Nottingham
- Reviewing
- John Lewis Broadband
- Date
- 2020-09-26
- Comments
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I booked a installation 2 and a half months ago and John Lewis (openreach) lied to us on multiple occasions and engineers had 0 communication. We went 3 weeks past our activation date with no services after lie after lie. The customer service sounds friendly but do not put the effort in to sort out solutions.
I was with them last year, there speeds were alright and never had many downtime
I left them and will never be returning to them
- Location
-
- Location
- Hampshire
- Reviewing
- John Lewis Broadband
- Date
- 2021-11-10
- Location
-
- Location
- Wiltshire
- Reviewing
- John Lewis Broadband
- Date
- 2016-12-04
- Comments
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Email has got worse you only have 100mb of space on their server which means if a couple of people send you some photos it gets filled and your emails are bounced back. They refuse to increase the space available and recently their customer service has got worse and slower, still waiting for someone to ring me back to discuss the issues. Cheaper doesn't mean as good so I will have to go back to BT as Plusnet provide the JL service.
- Location
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- Location
- Dundee
- Reviewing
- John Lewis Broadband
- Date
- 2020-09-14
- Comments
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I placed an order for a connection and router one month ago. Money was immediately taken from my account and then... silence... Any questions asked in the online query system they recommend go ignored, the average hold time on the phone is 30+ (with potentially the worst hold music I have ever heard), customer service tends to just tell you its all going to be sorted and to wait 24 hours, and proceed to do nothing about the problem. I've now jumped ship and am trying another company with no sign of a refund happening any time soon.
Funnily enough when I phoned to cancel the agent on the other end was more than happy to, the entire call took no more than 2 minutes. He sounded like he wanted to die.
- Location
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- Location
- Gosport
- Reviewing
- John Lewis Broadband
- Date
- 2023-03-25
- Comments
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Had great speed and great customer service but as soon as bt took over Plusnet the speed is a joke if you try and update your package via the online part of your account it directs you to sign up for an other contract. I have found better deals with over companies but stuck with them until September. Shame if could cancel my contract without paying an early release fee I would. Avoid at all cost
- Location
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- Location
- Wolverhampton
- Reviewing
- John Lewis Broadband
- Date
- 2015-12-22
- Comments
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I like many on here switched after reading that they were the best, feel like I've been stitched up good & proper. Router didn't arrive as promised, Engineer didn't arrive on the day he was supposed to. John Lewis will charge £49 if your not in to receive the Engineer. No one contacted me to let me know that the Engineer wasn't going to arrive. Cant get through on the phone to rearrange, not a clue what's going to happen next . Don't bother worse service ever & I haven't even had it installed!
- Location
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- Location
- Reading
- Reviewing
- John Lewis Broadband
- Date
- 2017-04-05
- Comments
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Like so many others I am shocked that a quality brand like John Lewis still put their name to this incredibly poor level of service. The speed is very poor, the accessibility of email is very poor. Overall conclusion, absolutely avoid John Lewis broadband. Again, like others, I am amazed that JL management seem to be unaware of these problems. I would email them, but as you know, it's really difficult to get an email connection.
- Location
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- Location
- Anglesey
- Reviewing
- John Lewis Broadband
- Date
- 2016-12-29
- Comments
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Broadband has generally been slow, with many more dropped connections than might be expected. The email provision is poor most of the time: for example, attempts at replying to emails received usually result in being taken offline, as is often the case when trying to move emails from one folder to another. At the moment, the provision is very poor to bad: since the 28th November, it has often been unavailable.
- Location
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- Location
- Penketh, Warrington
- Reviewing
- John Lewis Broadband
- Date
- 2019-03-03
- Comments
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Have to say so far so good. Had been with Virgin cable for more than 10 years, but was determined to reduce my monthly bill. Couldn't get virgin to budge on price so looked around for a good deal. Price good and customer contact centre very efficient. Only issue I had was I had to call customer support to activate the broadband after the phone connections had been made by the engineer. Speed so far good and able to use Freeplay no problems
- Location
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- Location
- London
- Reviewing
- John Lewis Broadband
- Date
- 2018-11-06
- Comments
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Had the service for a couple months. Canceled back in Aug. 2018 and had a zero balance on my account. I'm still getting emails and texts requesting payment details.I've called them numerous times over the last 3 months and still nothing. Keep getting the same excuse that they have changed billing companies and yet I'm still being harassed for nothing. I have filed a complaint with the FCA against John Lewis.. I will never purchase anything from them again...Would never recommend them for anything even if they paid me to...
- Location
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- Location
- Manchester
- Reviewing
- John Lewis Broadband
- Date
- 2017-08-14
- Comments
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I haven't even started using John Lewis broadband yet. Decided to go with them because I associated the John Lewis brand with good service and high quality products, my experience so far has been anything but... I was told by the sales team that my internet would be up and running on the 8th August, this was a lie. I made peace with it and was then told 10-12 days after, it would be up and running. It is now the 14th August and I've just been told no order had been placed on their end, so basically I've been delayed another 7 days with no Wi-Fi. I can't work from home and I am now behind on deadlines due to the incompetence of this broadband "service" (more like nightmare). They would not have even flagged that no order had been placed except I called them. What a load of baloney. Steer clear!
- Location
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- Location
- Gosport
- Reviewing
- John Lewis Broadband
- Date
- 2023-04-15
- Comments
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Service was excellent when it was John Lewis and plus net but as soon as b.t took over the service is shocking takes forever to load Facebook and other sites. If I could I would leave but I'm stuck with them until September or pay to get out of the contract. If you try and upgrade your account you are pushed to join b.t. which price wise is extremely expensive.
- Location
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- Location
- Chichester
- Reviewing
- John Lewis Broadband
- Date
- 2018-10-19
- Comments
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Very disappointing. Kept adding extra items we had not ordered to DD payments, took ages to request refunds. The last one they said would be paid by cheque which never arrived. Decided to cancel and did so at end of contract. They now claiming cancellation charge. Finally the 0800 tel no on the emails and texts they keep sending to contact is incorrect 0800 013 263.
- Location
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- Location
- West Rudham Norfolk
- Reviewing
- John Lewis Broadband
- Date
- 2020-05-22
- Comments
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I have just switched to John Lewis broadband, the whole set up was so simple and I have a good fast connection at less than half that I was paying bt which is ridiculous considering bt own plusnet which is who John Lewis is supplying, the trouble with bt is they give great deals for new customers but ignore loyal customers, I won't go back to them, ever.
- Location
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- Location
- Ashbourne
- Reviewing
- John Lewis Broadband
- Date
- 2018-09-11
- Comments
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Having read all the negative reviews of John Lewis Broadband I followed MSE's rating of the service and switched from BT over a month ago. In contrast to all the negative reports published I can confirm that my experience of the switch and the resultant telephone and broadband service has been exemplary. The switch was completed on schedule and the resultant response is as good as (indeed, I am tempted to say better than) that provided by BT. It seems that, in general, consumers only vent their frustrations in public reviews when they have negative experiences. I feel that such views should be tempered by what must be the more prevalent, positive experiences. Thank you to John Lewis for a good service at a good price!
- Location
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- Location
- Loughborough
- Reviewing
- John Lewis Broadband
- Date
- 2018-11-07
- Comments
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Utterly useless. No service for 2 full days. fault logged online but beyond an acknowledgement zero information.
They had the cheek to ring me and invite me to renew for another 12 months today - the caller didn't even have the tact to realise I might not be a happy customer and seriously thought no contact at all and no service for 2 days wasn't going to put me off.
If you expect the name will give you any customer service at all - forget it.
Hopeless.
- Location
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- Location
- Manchester
- Reviewing
- John Lewis Broadband
- Date
- 2017-08-29
- Comments
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I have only signed up with John Lewis and so far so bad. First off they had to send an engineer out to connect a phone line which was already connected. Secondly they didn't process my order delaying my line activation by 3 weeks. They now have just told me they need to send out another router because the first one they sent out was dispatched 5 days ago and it hasn't arrived. When I was with Sky and the router was late they put it on priority First Class post but apparently the customer service representative at John Lewis couldn't even do this. Thought John Lewis was a trustworthy brand and a company with integrity. This shoddy service leaves a lot to be desired. AVOID AT ALL COSTS
- Location
-
- Location
- Penicuik
- Reviewing
- John Lewis Broadband
- Date
- 2015-08-16
- Location
-
- Location
- Cumbria
- Reviewing
- John Lewis Broadband
- Date
- 2018-05-14
- Comments
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Absolute CRAP - “we have monitored your cinnection and everything is OK...” Then why can we not have a consistent connection! We are “off-line” most days now - John Lewis we expect better from you... This is the worst internet provider on the planet. The sooner my Contract is up the better.
- Location
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- Location
- Cumbria
- Reviewing
- John Lewis Broadband
- Date
- 2017-11-22
- Comments
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Offers a lot - it is very poor on delivery - poor on Customer Service - this week I have had no response to queries or complaints - service calls are ALWAYS experiencing high call volumes.
Service depends on who you get on service support..
JLB upgraded their server and we lost broadband for two days - WiFi keeps dropping and now we have no wifi printer connection.
I wish I had not joined John Lewis Broadband.
- 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.