806 Customer Reviews over 21 pages
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- 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
- South Queensferry
- Reviewing
- John Lewis Broadband
- Date
- 2022-11-27
- Comments
-
I pay up front for John lewis broadband and was selling my house so didn't want to commit to an 18 month package as I was moving in 6 months. The monthly price more than doubled! I checked online and I am paying £46 odds online in advance and don't use the house phone at all so won't incur any charges. I'm leaving the house on 28th November and called to tell them but the guy kept insisting I paid in arrears (check your own website mate!) And that another £46 would come out of my account on 5th December. Essentially they are lying and stealing £46 from me as I'm paid up in full for November! My new house certainly won't be using John lewis or plusnet!
- Location
-
- Location
- Blackpool
- Reviewing
- John Lewis Broadband
- Date
- 2015-12-05
- Comments
-
changed over to john Lewis after reading they were best for customer service
this was wrong i did not know it was in fact a front for plus net until after i had it installed
i went for super fast broadband which was far from it
after many dealings with plusnet who could not get me the speeds i thought i would be getting i wanted to leave i was then told if i left i would have to pay till my contract expired
so i am in effect paying for a worse service i have everything documented and at the end of my contract i shall take out a summons in the small claims court against John lewis
- Location
-
- Location
- Yeovil
- Reviewing
- John Lewis Broadband
- Date
- 2016-02-12
- Comments
-
I would not have believed that any company could be this bad, let alone John Lewis. Dreadful customer service, incorrect bills every month, hours on hold having to listen to the worst loud on hold music on the planet. The whole thing is run by Plusnet and you are just paying twice as much for the John Lewis brand. But complain to John Lewis and they don't want to know - they just tell you to call the help line, which is actually plusnet. It's a complete con and an absolute disgrace. I have now left and gone over to the Phone Co-op who are great, but John Lewis are still demanding money I don't owe.
- 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
- Warwick
- Reviewing
- John Lewis Broadband
- Date
- 2015-05-06
- Comments
-
We have hated dealing with John Lewis Broadband. Foolishly we expected a high level of customer service because we have been used to this in JL stores and thought (after a terrible experience with Virgin) that John Lewis Broadband would at least be reasonable to deal with. BUT we have consistently had obnoxious young men on the end of the phone and the broadband service itself has often been poor. The lack of basic politeness over numerous calls has been quite shocking actually. And they aren't upfront about charges… so we've just been stung for £25 for cancelling the service because we're moving house and not switching to another provider at this address. If you're reading this thinking about using JL, don't! ALthough we have no idea who to switch to since poor service appears to be an industry standard.
- Location
-
- Location
- Wales
- Reviewing
- John Lewis Broadband
- Date
- 2022-04-21
- Comments
-
Worst decision ever to go with John Lewis as a provider. We are trapped in a contract for pretty non existent service. I’ve spent a fortune on mobile data as I have to hotspot to my phone for the slightest thing. I wish John Lewis would send themselves off to space on a one way rocket trip. DO NOT SIGN UP WITH THEM
- Location
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- Location
- Pembrokeshire
- Reviewing
- John Lewis Broadband
- Date
- 2020-04-26
- Comments
-
AVOID AT ALL COSTS!! It is Plusnet in disguise!
We chose John Lewis Broadband as I have many insurance policies etc with them and they have always had amazing customer service. We moved to a new property just before lockdown in the UK and it did not have WiFi (we work from home). Knowing there would be a long wait for broadband, we were surprised to find no notice of restrictions etc to set up on the website and so paid the £85.99 to install everything.
For a week I was then bombarded with phonecalls from Plusnet who had an aggressive sales manner- one stating I was "foolish" to go with John Lewis and not Plusnet as they would be cheaper. On the third call I specifically asked not to be contacted again and still had calls from mobiles of their sales team!
A week later I still had no confirmation email or slot for delivery etc. I was shocked when I called up that it was Plusnet I was dealing with not John Lewis. After being on the phone for an hour, a rather rude assistant said that they were definitely coming out the following Tuesday to put in WiFi and that is have an email.
Two days later, no email. I called again and again was passed around for 42minutes. I then got to a customer advisor who can only be described as the rudest person on the planet. When i said I was told that the broadband would be installed next week he laughed and then said "there's no way that will happen, don't you see the news?! No one is able to install anything until June!" When I said that that is fine, I'd like to cancel and a refund as we will Lok at alternative arrangements (I didn't say but I was going to call my mobile company and get a dongle), The boy laughed again and said "you're really stupid aren't you? No one can do this for you before us." I was then told everything for me was cancelled and I could expect a cheque in the post (to which I asked why they could not refund a card) and told I was ride for talking over him when he kept explaining how stupid I was.
I would strongly recommend abiding this atrocious company.
We then went with BT expecting a delay and actually the technician came out 3 working days after our enquiry!
- Location
-
- Location
- Ashford Hill
- Reviewing
- John Lewis Broadband
- Date
- 2019-03-20
- Comments
-
In short, don't use them.
Our phone line and internet were cut off for over a week. After an engineer could not find a fault at the exchange, they sent an engineer to the house without an appointment. No one was in, and then they told us they could not send another for 4 days. When the engineer did come (after a week), it turned out that the fault was at the exchange all along and the first engineer had missed it.
Customer service was poor, giving different excuses for not sending an engineer, and it was impossible to elevate the complaint.
When the line is working, we only get download speeds of max 2mbs, but this regularly (every couple of days at the moment) gets dropped down to 0.2mbs. When we call, the speed goes back to normal, so BT must be choking the speed.
- Location
-
- Location
- cambs
- Reviewing
- John Lewis Broadband
- Date
- 2019-09-19
- Comments
-
customer service.....awful
- Location
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- Location
- Devon
- Reviewing
- John Lewis Broadband
- Date
- 2018-11-08
- Comments
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Cannot recommend. Customer service is non existant. They do not answer phones or reply to emails.
Can't comment on whether broadband works as I am still waiting for a router to be delivered 2 days after service ( So Called) commenced .
They say that they are sorry for making me wait and I am tired of the musac.
- Location
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- Location
- Sussex
- Reviewing
- John Lewis Broadband
- Date
- 2019-08-06
- Comments
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Avoid. Avoid. Avoid.
The worst broadband quality and poorest service I’ve ever encountered
Service just cut out endlessly every day.. Spent 4 months trying to rectify by speaking with technical support. 8 different people suggested 8 alternative ‘fixes’. None worked. Am currently in process of transferring.
Relative also experiencing similar pitifully slow interrupted broadband. Have terminated contract and despite JL agreeing on the phone to waive the early termination fee, they’ve immediately written to an 81 year old lady demanding early closure fees.
By the way JL broadband is just Plusnet with JL fronting it
They are the worst company I’ve ever had the misfortune to deal with a recommend to avoid like the plague
- Location
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- Location
- London
- Reviewing
- John Lewis Broadband
- Date
- 2020-06-01
- Comments
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AVOID IF YOU CAN!! I have tried to set up a fibre installation with them. We agreed on a date for the engineer to come (within 5 days) but suddenly decided to change the visit up to 2 weeks later (without asking me for permission). This is completely unprofessional. I called them back and they tried to explain it with the National situation. Well we all understand what is happening with the virus at the moment So just tell me the truth from the beginning don’t lie to me. How can I trust a company who lies. They are 100% unreliable. The only positive thing is that I could cancel my account as quick as I created it.
- Location
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- Location
- cheadle cheshire
- Reviewing
- John Lewis Broadband
- Date
- 2017-04-23
- Comments
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Terrible, a con, pLUS NET under the jOHN lEWIS Brand, Devaluing the brand, avoid avoid avoid.
- Location
-
- Location
- somerset
- Reviewing
- John Lewis Broadband
- Date
- 2017-05-11
- Comments
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Absolutely appalling. Email almost unusable
- Location
-
- Location
- norfolk
- Reviewing
- John Lewis Broadband
- Date
- 2018-08-24
- Comments
-
Not at all the service expected from the reputation of John Lewis. I have cancelled set up of contract as they were unable to provide a service, unable to respond to communication within 24hours as stated and responses when finally received were inadequate. John Lewis currently promoting deals they can not cope with. Avoid!
- Location
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- Location
- Godmanchester
- Reviewing
- John Lewis Broadband
- Date
- 2016-05-14
- Comments
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Avoid at any cost. Customer service really polite. Unfortunately no service!
- Location
-
- Location
- Leeds
- Reviewing
- John Lewis Broadband
- Date
- 2017-03-04
- Comments
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I wish I had seen these reviews prior to placing my order. Absolutely disgusted and let down by John Lewis Broadband. I agreed to switch in January with a commencement on 13th Feb for phone and broadband, keeping my existing phone number. They told me on 31st Jan that my phone was live which didn't make sense to me as the phone was still with my existing provider. That was when I found out that fibre didn't mean fibre - it meant phone line and I had two numbers running and was being billed for that. I have spent hours listening to the music reel on the helpline trying to get my old number back - they promise a date and then nothing happens, they promise to call me back and don't, they don't respond to written requests. I lost patience yesterday and cancelled the whole thing due to their breach of contract, they are charging me £102.50 for the pleasure.
- Location
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- Location
- Worcestershire
- Reviewing
- John Lewis Broadband
- Date
- 2016-11-29
- Comments
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Would like to put zero for all ratings.
Another day unable to access my emails, yet again.
- Location
-
- Location
- London
- Reviewing
- John Lewis Broadband
- Date
- 2021-05-14
- Comments
-
Shocking. So disappointed. Thought it being a John Lewis product we would get a great service, quite the opposite. Never had such a terrible experience. Signed with Talk Talk and they were efficient and cheaper!
- Location
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- Location
- Devon
- Reviewing
- John Lewis Broadband
- Date
- 2021-10-29
- Comments
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Awful service. Helpline absolutely no help. I have spent day after day with no connection. Plusnet (who I believe are a BT subsidiary) run this shambles. Unable to give less than 1 star. They deserve no rating.
- Location
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- Location
- goole
- Reviewing
- John Lewis Broadband
- Date
- 2017-09-11
- Comments
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This really is dreadful. I am truly appalled. I switched from SSE broadband as the price went up from £12 per month to £26 p.m.
JL wants £22.50 which is not a lot less.
Their router is probably worth 50p.
Their service is dreadful.
They told me I should be connected within 2 hours, but I had to phone at 10pm. They apologised, saying BT had told them everything was setup, but their system hadn't worked. You're left high and dry. Go elsewhere, this is just rubbish.
- Location
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- Location
- Norwich
- Reviewing
- John Lewis Broadband
- Date
- 2020-11-23
- Comments
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Unfortunately I advise everyone NOT TO.
They are appalling and will just say they are dealing with it. I have been without connection for 3 weeks after the 'go live date'
GO ANY WHERE BUT NOT JL/PLUSNET
- 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
- Blackpool
- Reviewing
- John Lewis Broadband
- Date
- 2015-08-31
- Comments
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thought i had got broadband from John Lewis but it is Plus net
We have had nothing but problems since switching over to John Lewis broadband I have contacted them for the last six weeks I have left messages on there open queries page Up to then I was dealing with the same chap but now he has failed to respond for over twelve days , that was when he made this statement to me, because I was saying I was going to cancel my contract as I am dissatisfied with the broadband speeds.
Obviously, you are well within your rights to cancel at any point but cancellation charges would apply, even if it is found to be something that was on the network and not your responsibility. However, I understand that if this is fixed then cancellation no longer needs to be an option anyway.
This really upset me for how could anyone be responsible for something that was not my responsibility.
I contacted John Lewis customer service about this offensive statement but they referred me back to John Lewis broadband but despite putting it on your Queries page once again no one has responded.
It seems I am being passed from one department to another within John Lewis.
We have had two workmen here from open reach sent by them and they can find nothing wrong with our equipment so the fault must be on the line or at the exchange.
I have been doing regular speed tests and at times this well below what was expected at times the Broadband service is idle
- Location
-
- Location
- Sheffield
- Reviewing
- John Lewis Broadband
- Date
- 2016-08-18
- Comments
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I wish I could give minus 10 stars - this is the absolute worst company I have ever dealt with, and I am old! Everything about their operation is flawed, from the sign up process which took £65 from me but didn't register me as a customer, to being told (when they eventually got a router to me) that normal broadband wasn't available at my address, so I would need to upgrade to fibre-optic - which turns out to be a lie, since I am now online with another company, using regular broadband, having used library computers for 2 months during which time I despaired of ever having home internet again! AVOID this company - they are dragging the John Lewis brand into the gutter - I don't even want to shop there any more!
- Location
-
- Location
- West Sussex
- Reviewing
- John Lewis Broadband
- Date
- 2022-06-16
- Comments
-
After 6 months of intermittent drops in service I changed to BT full fibre. John Lewis continued to debit my account, including one payment taken even after I informed them what was going on. Then they had the damn cheek to tell me I have to wait for 20 days for a refund of MY money which they had taken WITHOUT authorisation. When I told them they had 24 hours to send me a refund they stonewalled me. Do not ever choose this bunch of amateurs for anything. Appalling behaviour.
- Location
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- Location
- Stockport
- Reviewing
- John Lewis Broadband
- Date
- 2018-09-04
- Comments
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What a waste of time this is, terrible connection that drops as and when it wishes, unstable internet when its 'working' no facility for changing direct debit date, tell you to pay manually by card but then completely cut access to your online account as soon as the day arrives! absolutely shocking service... AVOID!!!
- Location
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- Location
- Oxfordshire
- Reviewing
- John Lewis Broadband
- Date
- 2021-05-15
- Comments
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I have never got the speed which is shown as the minimum. When they send someone out to look at issues no one ever seems to come. The customer services are closed more than they are open despite a 24/7 service stated on support pages.
Just go somewhere else!
- Location
-
- Location
- Sheffield
- Reviewing
- John Lewis Broadband
- Date
- 2020-12-23
- Comments
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Please avoid John Lewis broadband I switched from Plusnet not realising John Lewis is Plusnet. Should have switched providers within 24 hours but ended up having no internet for 13 days John Lewis did not contact me to update me. They came up with different reasons why the account did not go ahead so I decided to cancel and go with a more professional provider AVOID!!!!
- Location
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- Location
- High Peak
- Reviewing
- John Lewis Broadband
- Date
- 2017-03-27
- Comments
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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
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- Location
- Edinburgh
- Reviewing
- John Lewis Broadband
- Date
- 2020-08-14
- Comments
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The worst broadband company I have ever had.
Since I’m with them, the internet was slow always.
Now I’m moving out so I had called them, and I said to switch the internet off with the End of the month 31st!!
They switched it off at the 13th and they said it would take 2 weeks until they can switch back on.
I’m moving gout that time, I can’t do my home office for 2 weeks. Very poor customer service and very disappointing!!!
Don't recommend it to anyone!
- Location
-
- Location
- Oxford
- Reviewing
- John Lewis Broadband
- Date
- 2019-10-05
- Comments
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Only sign up to JL Broadband if you feel nostalgic for the dial-up internet of early 1990s. It is dead slow, and their own website has not been working for the past five days. And they have audacity demanding the payment. How are they expecting payments if their own website, where you are supposed to make a payment does not work. Pathetic! They may be good as a department store but absolutely rubbish handling broadband.
- Location
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- Location
- York
- Reviewing
- John Lewis Broadband
- Date
- 2020-01-08
- Comments
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ABSOLUTE SHAMBLES DO NOT SUBSCRIBE!!!!!
Speed rubbish, connectivity intermittent at best, customer service diabolical. We have had issues since joining it finally resulted in John Lewis buying us a 3rd party router as 5 of theirs proved useless! Only answer you ever get when service goes down is an engineer who can only attend during working hours, no work around for those who work ?9 til 5. We have been without internet three days on this occasion, hung up on 5 times, 2 manager call backs failed, kept on hold for 35 mins only to be told nothing can be done! Stay away from this service!
- Location
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- Location
- Thatcham
- Reviewing
- John Lewis Broadband
- Date
- 2020-07-16
- Comments
-
Awful. Very slow speeds and we have currently been cut off with no internet for 9 days and the same thing happened last year for 10 days. They are just Plusnet rebranded, who in turn are BT, but I have stopped shopping at John Lewis and Waitrose as a result.
- Location
-
- Location
- Sy59ja
- Reviewing
- John Lewis Broadband
- Date
- 2020-08-21
- Comments
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The worsed ever. They are so bad I cant believe it. They lie to you saying someone will be coming out and the fault will be sorted by the end of the day. Then I phone the next day and they say oh well no one has come out. The message wasn't even passed on. Lie after lie. Never ever again. They waisted hours of my time on the phone and I got know where. So angry with them. Dont waist your time
- Location
-
- Location
- Lincoln
- Reviewing
- John Lewis Broadband
- Date
- 2021-10-14
- Comments
-
Easily the worst broadband service I’ve ever used. I signed up in May 2019, and was left without broadband for a month. When I was finally able to talk to an engineer, I was told ‘someone forgot to flip the switch’ and wasn’t given an apology or a refund of that month. Then, out of the single year I was with them, I was repeatedly overcharged for their faster service, despite never having signed up for that. I had to ring up multiple times to get my money back, and was told everything from it was a system error to that my line wouldn’t operate on a lower bandwidth. When I finally was able to change in 2020, I moved to another provider at the beginning of the month. John Lewis still charged me for the full months service and said I would be refunded the difference.
As of October 2021, I have not received a penny from them. They are scam artists, pure and simple. I would never use their service, or their parent company Plusnet, ever again.
- Location
-
- Location
- London
- Reviewing
- John Lewis Broadband
- Date
- 2018-12-28
- Comments
-
Unreliable broadband with worse than poor customer service; treating a know-how customer like a stupid. Now to leave I have to pay a fee! Rot in HELL JohnLewis!
- Location
-
- Location
- South Wales
- Reviewing
- John Lewis Broadband
- Date
- 2018-11-26
- Comments
-
A month after instigating a switch to JL Broadband and no correspondence from them (except notifying me immediately that they were taking the first DD payment) I chased them to find out what was happening. They then switched us from PlusNet (the same provider) and cut off the phone line. 10 days later I am still waiting for the problem to be resolved. DO NOT SWITCH TO JOHN LEWIS BROADBAND.
- Location
-
- Location
- Manchester
- Reviewing
- John Lewis Broadband
- Date
- 2017-08-29
- Comments
-
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
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