806 Customer Reviews over 21 pages
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- Location
- Bayswater
- Reviewing
- John Lewis Broadband
- Date
- 2017-12-13
- Comments
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This is a Company that is not remotely interested in Customer Service. They emailed me to inform me that my broadband has been connected. After trying unsuccessfully for over 3 hours to set up my broadband I called John Lewis Support who told me that my Broadband is not yet connected and it will be connected any time before midnight. So I asked why this information was not in their email. The reply was ‘everyone complains about that’! So how difficult would it be for John Lewis to add this information to their email? Very easy, but they simply don’t care!
- Location
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- Location
- Great Yarmouth
- Reviewing
- John Lewis Broadband
- Date
- 2017-12-11
- Comments
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Signed up on 26th October and still have no broadband service. I gave up trying to call the helpdesk as it was always experiencing higher than average calls. Made a complaint and was told it was because they had not sent me a router. I have my own ADSL router so that is not the issue at all, however the Customer Complaints person also said they tried to call me and left a voice message. No one has called my mobile which is my contact number. I would not suggest to anyone that they use JL broadband, in fact I've been telling anyone that I can to avoid them like the plague. Customer service is nil; they appear to have no idea why I do not have service; and ignore messages posted on 'my query', hence why I made the complaint. I had to give one star for speed, but in all honesty I have no idea what my speed is since I have never had the service!
- Location
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- Location
- Norfolk
- Reviewing
- John Lewis Broadband
- Date
- 2017-12-11
- Comments
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2 months, 12 hours on the phone to the helpline, still no fibre broadband. They have told me it was accidently cancelled 3 times, it is always someone else's fault, lots broken promises, excuses and blaming on new inexperienced staff. I love John Lewis but if you actually want fibre broadband then be prepared it may not actually happen.
- Location
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- Location
- Sheikh
- Reviewing
- John Lewis Broadband
- Date
- 2017-12-08
- Comments
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Third rate service. I have a problem but no one seems to know what it is nor how to solve it.
Customer service keeps me hanging on.
They only communicate by email.
- Location
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- Location
- Ilkley
- Reviewing
- John Lewis Broadband
- Date
- 2017-12-06
- Comments
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Worst costumer service experience ever!
If they had negative scoring I would have given -10.
Stay away, after 4 months I still do not have reliable connection.
They just don't care.
- Location
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- Location
- Burton-on-Trent
- Reviewing
- John Lewis Broadband
- Date
- 2017-12-05
- Comments
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It would seem that most people have had problems, Although there have been problems it makes agreat deal of difference when the operators speak clear english and are very helpful. The speed is slightly lower than bt but it is consistant where bt used to drop considerably. All in all I am well satisfied
- Location
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- Location
- Llanwrda
- Reviewing
- John Lewis Broadband
- Date
- 2017-12-05
- Comments
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Switch over was easy and price was good, unfortunately broadband and WiFi is much slower and unreliable than BT, customer service told me it was a good speed?? Not happy product is not what they advertised after being a big John Lewis fan for years, really felt let down.
- Location
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- Location
- Anglesey
- Reviewing
- John Lewis Broadband
- Date
- 2017-12-04
- Comments
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My broadband speed since joining John Lewis has dropped off to around 1 MBPS ( 0.45 MBPS at it's lowest) in the evenings, basically un-usable. I keep reporting it, and their Technical team keeps re-setting it, but it simply drops off again within days. I'm being told that they can't cancel my contract, because ( apparently) there isn't a fault on the line. So OFCOM it is then !!!
I've given a one star for broadband speed, overall satisfaction and broadband reliability because I can't give a zero, which is what it deserves. Look elsewhere people !!
- Location
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- Location
- Mawsley Kettering
- Reviewing
- John Lewis Broadband
- Date
- 2017-12-04
- Comments
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Dreadful customer service: "we are experiencing a higher than expected number of calls" every time. If it's all the time, how can it be unexpected?
Emails go unanswered. Dreadful service. Avoid.
- Location
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- Location
- winsford cheshire
- Reviewing
- John Lewis Broadband
- Date
- 2017-12-04
- Comments
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changed 2 homes over and no routers
bt turned the broadband off, JL SENDING routers but dont know when we will get them how goods that
email from JL SAYS YOU CAN CONTACT US 24/7 not ture 9-6 pm only
afriad PLUS NET Is BT WHO ARE THE WORLDS WORST Providers
i forgot to check the small print where jl said the provider was plus nut . only when you check you find out its BT
- 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
- Liverpool
- Reviewing
- John Lewis Broadband
- Date
- 2017-12-01
- Comments
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I ordered this a month ago. The delivery date was two weeks ago. I had to ring to ask where it was.
The guy said he would send a router immediately but refused to start the Broadband so I could use an existing router.
The router arrived, so I rang to ask them to start the broadband. Apparently they have no record of an order.
It will take another 4 days.
I think the problem is PlusNet but who knows.
- Location
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- Location
- eastbourne
- Reviewing
- John Lewis Broadband
- Date
- 2017-12-01
- Comments
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Very poor customer service,very hard to speak to anyone emails go unanswered so leaving them.
- Location
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- Location
- burnham market norfolk
- Reviewing
- John Lewis Broadband
- Date
- 2017-11-30
- Comments
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They keep writing threatening to charge me because i have exceeded their credit limit of £50, they are treating me more like a delinquent teenager who is over his overdraft limit at Barclays than a retiree who gets really peed off when threatened by a supplier.
No amount of calls to them have made any progress, so its off to Sky next month.
- 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
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- Location
- Tenterden, Kent
- Reviewing
- John Lewis Broadband
- Date
- 2017-11-21
- Comments
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Technically seems fine, but billing and customer services are chaotic. Strongly recommend avoiding them until they have these problems sorted.
- Location
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- Location
- London
- Reviewing
- John Lewis Broadband
- Date
- 2017-11-20
- Location
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- Location
- Dorset
- Reviewing
- John Lewis Broadband
- Date
- 2017-11-19
- Location
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- Location
- Kent
- Reviewing
- John Lewis Broadband
- Date
- 2017-11-17
- Comments
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No broadband, poor customer service...seem to think my problems are hilarious, paying for a service I haven’t received, had to up my phone data allowance and get mobile WiFi, can’t risk having phone disconnected as my elderly mother lives with me and it’s her lifeline, if they don’t sort this out today I will phone my bank and cancel the direct debit...let them take me to court I don’t care. They’ll only come out if I put in writing I’m prepared to pay £50, some might call that blackmail
- Location
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- Location
- Devon
- Reviewing
- John Lewis Broadband
- Date
- 2017-11-16
- Comments
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I do not usually complete reviews for products or services but this time I feel that I need too. I had not seen the reviews on this site when I ordered the product 2 months ago and when I did I became quite nervous about what service I was going to receive as it appears many people have had issues which I know is very frustrating as I had no end of problems with BT. The service I have received however has been great. The router arrived when it was supposed to, on changeover day I did have to phone the helpdesk as one of the lights did not go out, but I did not have to wait long and it was sorted within a couple of minutes. We live in a rural location so the speed is never going to be great but it is faster than what we were getting with BT. I have also just had an issue with the phone line due to work that Openreach were doing but John Lewis have dealt with it in a timely manner and kept me updated on progress. Overall I am very happy with the product and service received to-date.
- Location
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- Location
- Bonnie Galloway
- Reviewing
- John Lewis Broadband
- Date
- 2017-11-15
- Comments
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Only been with them for 2 weeks. More often than not the computer cannot'see' the router, and when it does see it, it often can't connect.
Helpline constantly not available.
A borrowed router solved the connection problem.
I've sent 3 complaints online, and not had a reply yet.
Abysmal service.
I wish I had read this page before signing up.
- Location
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- Location
- Stalybridge
- Reviewing
- John Lewis Broadband
- Date
- 2017-11-14
- Comments
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Worst provider I’ve ever been with, clearly a company trying to tap into a market they have absolutely no knowledge or experience in. Terrible connection, barely ever works spend more time on the phone to customer services trying to resolve issues and feeling fobbed off. Taken out alternative contract paying for both at the moment while trying to cancel John Lewis contract as it’s useless
- Location
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- Location
- Kent
- Reviewing
- John Lewis Broadband
- Date
- 2017-11-10
- Comments
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I have been with Greenbee/WaitroseI/ John Lewis 10 years or so. I have always had excellent help over the phone .I had never looked at the reviews before but will no longer try to persuade my husband to change from his BT to John Lewis I would never hear the end of it if he had those problems.
- Location
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- Location
- Northumberland
- Reviewing
- John Lewis Broadband
- Date
- 2017-11-06
- Location
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- Location
- Leatherhead
- Reviewing
- John Lewis Broadband
- Date
- 2017-10-26
- Comments
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Switched from Waitrose to John Lewis broadband only (no phone line) about 2 years ago. Sorted initial problems problems using wifi booster. Phoned to cancel yesterday and was told there would be a cessation charge and they would need to disconnect my phone!! When I queried cessation charge I was threatened with a debt collection agency! This was my first phone conversation with them. I was disgusted at the rudeness of the person I spoke to. Asked to speak to a manager but was left on hold. Phoned back to speak to another person and was told services would be cancelled in 15 days but the website account has been closed and cannot email complaint to JLB. Feel so let down by the John Lewis name and reputation.
- Location
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- Location
- LONDON
- Reviewing
- John Lewis Broadband
- Date
- 2017-10-26
- Comments
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10 years ago I signed up withGreenbee, They were excellent until John Lewis sold them to Plusnet. Plusnet then sold out to BT, and service has been rubbish ever since. Engineers' excuse is that Greenbee is going to be phased out, yet when you phone them one of the options is to sign up as a new customer! What customer service !
- Location
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- Location
- Monmouth
- Reviewing
- John Lewis Broadband
- Date
- 2017-10-25
- Comments
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Please avoid at all costs. Despite a great initial discussion, prompt receipt of the router and notification that we were live on teh correct date we have actually had no b/b for weeks. I have repeatedly told them to contact me via landline as we have little mobile recption and funnily enough - no b/b but they insit on texting ot emailing. The only progress is when I contact them. Their staff are bordering on rude. No respect for the time or frustration of customers caused by their lack of service. They make BT look ok and that's going some
- Location
-
- Location
- Reviewing
- John Lewis Broadband
- Date
- 2017-10-17
- Location
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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
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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
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- Location
- London
- Reviewing
- John Lewis Broadband
- Date
- 2017-10-06
- Comments
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Terrible arrogant customer service team.
30 min waiting time for calls.
2mb download speeds.
£170 cancellation charges.
Completely unacceptable company.
Avoid at all cost.
- Location
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- Location
- Cornwall
- Reviewing
- John Lewis Broadband
- Date
- 2017-10-04
- Comments
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We don't have the broadband yet so I can't rate the speed and reliability, although if it's anything like the customer service I'm already regretting it. It's been 6 weeks since we placed the order and still no broadband. The box arrived after perpetual chasing then silence. After further waiting we were told our order had been put on hold. ??? We are racking up huge bills purchasing additional data, paying for online subscriptions we can't use and are now been fobbed off that we need to wait another 10days. This surely is not John Lewis but an imposter in disguise. Sort it out John Lewis as this is tainting your reputation.
- Location
-
- Location
- Reviewing
- John Lewis Broadband
- Date
- 2017-10-03
- Comments
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Really poor customer service - left without service for over a week now.
- Location
-
- Location
- Suffolk
- Reviewing
- John Lewis Broadband
- Date
- 2017-10-03
- Comments
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My worst nightmare. July 21 agreed phone/fibre for 4 Aug. 6 Aug told no fibre until 6 Sep. Tried to change back to TT; they prevented it. Now expect to change 16 Oct, when 4 Oct promised. Broadband fails daily; emails never transmit. Tried to charge 12 months canx fee only day after I was told of fibre date. Their emails never worked, still using old one. Often take my phone/computer to stores,pubs, McD's, etc. to use broadband. Customer Service? useless. Average wait is 30 minutes to talk to someone in tech or CS. Today got email for new broadband contract I didn't request. Left hand never talks to right hand? They really deserve ZERO stars for what I have received. If you ever use house phone and broadband, get another provider.
- Location
-
- Location
- North Yorkshire
- Reviewing
- John Lewis Broadband
- Date
- 2017-10-02
- Comments
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No router received by switch date and have been told it will take 3-5 working days and until then no broadband. What a service!!!!!
- Location
-
- Location
- London
- Reviewing
- John Lewis Broadband
- Date
- 2017-09-30
- Comments
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I was with sky for years and never had to contact them regarding the broadband. John Lewis on the other hand has been barely been useable. I have had to phone them on numerous occasions because the Internet keeps dropping out. If you work from home avoid at all cost. If you want reliable stable connection avoid at all costs. I spoke to one person in customer service who was really condescending and rude. I signed up few months ago. I am really unhappy with the service and I wish I could opt out. Really disappointed.
- Location
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- Location
- BIRMIGNHAM
- Reviewing
- John Lewis Broadband
- Date
- 2017-09-29
- Comments
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Hello..I have been with JL broadband now since May 17 changing over from sky and I have to say I am really happy with it..being someone who has used the internet since dial up days I knew exactly what I was looking for ..knew of foreseeable problems that could and can occur..The only thing I would say is how I pay for it..I like to know when the payment date is due that I can go online and pay which I can but only on that specific day I would like to be able to pay beforehand if I want to..and my internet not be restricted on the same day that payment is due and the day lasts up to 12.00 midnight..but other than that ..a good service.. :)
- Location
-
- Location
- LE86ZH
- Reviewing
- John Lewis Broadband
- Date
- 2017-09-26
- Comments
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Router is very bad with its WiFi signal if you have a single wall in between the router and certain devices
This problem has been ongoing since installation in December 2016
JOHN LEWIS
CHANGE YOUR ROUTER
I have had to purchase a Wifi Dongle, AC600 802.11ac Dual Band 5GHz Mini Wireless Network USB Wifi Adapter from Amazon to get my computer to even see the signal
Worked solidly for 5 days but today even though I'm connected internet is up and down with the data received
- 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
- Ilkley
- Reviewing
- John Lewis Broadband
- Date
- 2017-09-15
- Comments
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Worst internet provider ever had.
Stay away! A month has passed, already had a engineer visit and still no problem solved.
Took them a month to realize there was a real problem...I was even told my phone and tablet where the cause of the problem....
- 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.