806 Customer Reviews over 21 pages
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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
- Doncaster
- Reviewing
- John Lewis Broadband
- Date
- 2018-02-02
- Comments
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I have just moved to a new supplier after a one year contract with John Lewis was over. I couldn't wait to leave.
From the outset, they botched the transfer when I first joined, leaving me without internet. The claimed superfast broadband was woeful - slow, unreliable and expensive. Despite several online customer support requests, they just did not help or appear remotely interested. After telephoning to inform them I would be leaving and now being with a new supplier, they have just sent me another bill - two hours on the phone to them yesterday to try and sort it out and it’s still not resolved - utterly incompetent. They do not reflect the good name that John Lewis, the retailer, has. This is Plusnet in all but name. I would not recommend John Lewis broadband at all and I’m glad to see the back of them.
- Location
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- Location
- Glanvilles Wootton
- Reviewing
- John Lewis Broadband
- Date
- 2022-07-25
- Comments
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Waiting 4 weeks for reconnection. Eventually discovered unable to offer digital phone. Absolutely useless. Plusnet no better. Neither should be allowed to continue with appalling customer service. Take my advice DO NOT USE
- Location
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- Location
- Amersham
- Reviewing
- John Lewis Broadband
- Date
- 2020-08-07
- Comments
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This has honestly been the most painful customer service experience that I have ever had. I would not use John Lewis Broadband if it were the last company on earth. Initially, they cut off my existing provider but failed to connect my phone and broadband to a new service. We have been without a phone or broadband now for 3 weeks. We have lost our old phone number and I have spent in excess of 20 hours on the phone trying to resolve the issue. This mainly consists of being on hold because no one picks up the phone. So far this morning I have been on hold for 2 hours and 20 minutes and no one has picked up. I did try the new customer option and that was picked up in 1 minute and 15 seconds but a very rude female told me I had chosen the wrong option and transferred me mid sentence - I am currently on hold again and have been for the past 46 minutes. It seems that after the initial call to get your business, there is absolutely no customer service at all. I would rather boiL my eyeballs in acid than have broadband installed by John Lewis.
- Location
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- Location
- Aberdeenshire
- Reviewing
- John Lewis Broadband
- Date
- 2018-05-22
- Comments
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Very disappointed with John lewis Broadband and customer support. Cant wait till my contract ends and I can switch. I would absolutely not recommend them.
- Location
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- Location
- Berkhamsted
- Reviewing
- John Lewis Broadband
- Date
- 2020-09-09
- Comments
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Not a good experience, never got service.
Did my order by phone as web method redirected me to a phone number when ordering the most basic (10Mb) service.
Lost all trace of my order, but had already taken the initial month's payment on a credit card. Then it took a month to get that refunded.
- Location
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- Location
- Islington
- Reviewing
- John Lewis Broadband
- Date
- 2018-02-07
- Comments
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These guys are a bunch of clowns: they have not provided any internet to my house for nearly two weeks and ignored all messages asking them to fix it. The internet they have provided has been cutting out on and off for the last year. I have now cancelled.
- Location
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- Location
- Cornwall
- Reviewing
- John Lewis Broadband
- Date
- 2020-12-21
- Comments
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Within a week of being connected with John Lewis Broadband, the connection started dropping out randomly. This is a particular problem as we are a household of NHS workers and rely on home broadband when working from home to try and reduce the risks of catching Covid from hospital workplaces. The intermittent internet dropout is interfering with our patient care.
I rang John Lewis technical support the first day of the problem. I waited 25 minutes to get through and after a few minutes on the phone they cut me off. No attempt to call me back so I had to call again waiting 25 minutes again. The second call operative sounded disinterested and said their systems were down so he couldn't test my broadband connection so he would have to get someone to call me back. That was 8 days ago and I've had no contact from any John Lewis worker since. On a couple of occasions I've waited half an hour to get through but was still on hold so had to put down the phone as I couldn't wait any longer. When I first rang them they sent me emails saying I can respond through their website by leaving query messages. I've left a query message every day since, and they've not responded to any of them. Their website says they respond to messages within 24 hours. This is a lie.
Their website says that you can get through to them on 08000223300 24 hours a day, 7 days a week. This is also a lie. I've tried to get through this evening and tried all 5 options on their automated menu system and they all say they're closed. You cannot get to speak to anyone.
On their website it says you can use their online 'contact us' to submit a complaint. This is also a lie. Trying to log in on that website comes up with an error message saying "This page isn't working because portal.johnlewisbroadband.com redirected you too many times". I've tried on two tablets, my wife's phone and my phone, all of which come up with the same error message. Now the online query system has also stopped working so I can't send them any more messages.
So after two weeks of being treated like dirt by this company, who are making themselves as hard as possible to contact, I would say avoid John Lewis Broadband like the plague. I wish I had never switched to them.
- Location
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- Location
- Lymington, Hampshire
- Reviewing
- John Lewis Broadband
- Date
- 2018-08-13
- Comments
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3 days shy of a month and zero service or any contact. No letter, no router, no response to 4 online queries. I’ve cancelled my direct debit and wished them luck pursuing me based on their egregious failure to provide any form of service whatsoever. STAY AWAY (it’s run by Plusnet but they were bought out by BT when they got too successful, that’s what BT do then run them into the ground. It’s clever).
- Location
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- Location
- Marshfield, Chippenham
- Reviewing
- John Lewis Broadband
- Date
- 2020-04-01
- Comments
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If I could give zero or negative ratings, I would. Dire customer service, broadband speeds not as promised and additionally they promised an engineer to visit for connection purposes on signing up. The engineer didn't show up and I had taken a day off as A/L. Losing a day of A/L. When i phoned they said even though I had received confirmation of the engineer visiting by email, my order had not yet been placed! No refund of anything given for this and internet connection delayed by a month. Please guys cut your loses. Do not sign up with JL broadband.
- Location
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- Location
- Mayfield, East Sussex
- Reviewing
- John Lewis Broadband
- Date
- 2015-12-21
- Comments
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We were so sick of BT that we stupidly agreed to pay over sixty pounds a month for fibre optic broadband, what a complete disaster! They sent the cheapest router, their own engineers told us that. They NEVER answer the phone, we have poorer signal now than we did in a 1 meg area, can't even shop online. When you finally speak to customer services they can only transfer you to technical support, how many days to I have to spend on the phone getting nowhere? We have been duped, we paid for branding, John Lewis sold us out to Plusnet. Can't even cancel without being screwed. So angry.
- Location
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- Location
- Marlborough
- Reviewing
- John Lewis Broadband
- Date
- 2016-11-02
- Comments
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Very slow speeds and when I have a problem I cannot get through on the phone as 'they are experiencing high call rates" Really? Every day? Poor service for a company carrying the John Lewis brand.
- Location
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- Location
- Essex
- Reviewing
- John Lewis Broadband
- Date
- 2020-08-26
- Comments
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I think it is diabolical that I have been waiting 3weeks from when I applied and still do not have the internet every 2dayss I phone and I’m told I have to wait 48hrs then 48hours later I’m told 48hrs then 48 hrs later the same,I totally broke down and had to have a crisis team to come out as you had totally broke me,I still have no internet! It’s terrible to treat people like this especially in isolation
- Location
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- Location
- London
- Reviewing
- John Lewis Broadband
- Date
- 2020-10-08
- Comments
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Absolutely Useless Service !!!!!!!
My broadband has been on and off for about 8 weeks now.
3 engineers have come out now so far, and still broadband not fixed.
Each time, having to wait three days for each engineer is so tiresome now.
I am not getting the service I am paying for, from John Lewis! I cannot afford the penalty charge to leave this terrible unprofessional organisation, that has caused me undue stress and upset.
Yet another appointment has been made for Monday 12/10/2020 (the fourth engineer), and I am sure that this will not help the situation. The incompetence and unprofessionalism is staggering.
Does not even deserve to be one star
- Location
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- Location
- Lincoln
- Reviewing
- John Lewis Broadband
- Date
- 2018-08-25
- Comments
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Switched from BT and I really wish I hadn’t. Having had 31MBPS consistently from BT I now get 6-9 MBPS from John Lewis. Two phone calls to John Lewis technical support got me nowhere - then get passed around the order department, back to tech support and back to orders. They can see there is a fault on the broadband, which they tried to blame on my equipment. Then they claim they can’t find my landline. And still I get slow broadband. Appalling service.
- Location
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- Location
- Brighton
- Reviewing
- John Lewis Broadband
- Date
- 2019-12-19
- Comments
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DON’T BUY JOHN LEWIS BROADBAND!!!!
It’s shockingly bad. Bad customer service, dreadful connection speeds. Their website doesn’t work which means I struggle every month to pay the bill. The bill goes up in price every month. We we’re promised a minimum of 60mbs but are lucky if we hit 20. It’s unreliable. Don’t waste your money. Will never go back to this service.
- Location
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- Location
- Suffolk
- Reviewing
- John Lewis Broadband
- Date
- 2018-11-08
- Comments
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Just awful.was without broadband for 5 weeks many broken promises and mixed messages
New router promised twice never appeared then 2 at once only ordered after I complained
Endless hours on the phone
I now have a service having been made to switch to JL from greenbee
I now embark on a long struggle for compensation as £ 10 doesn’t seem a lot for 5 weeks and 50 + hours on the phone
Wish I could get out of it
- 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
- 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
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- Location
- Home broadband
- Reviewing
- John Lewis Broadband
- Date
- 2018-08-25
- Comments
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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
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- Location
- West Yorkshire
- Reviewing
- John Lewis Broadband
- Date
- 2017-03-14
- Comments
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Signed up 1St March. They seemed to think I needed a new phone number, so queried that, no reply. 14 days later, no letter confirming transfer in, no router, no start date. Just cancelled my order now. Plusnet used to be good, clearly not any more. Steer clear.
- Location
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- Location
- Birmingham
- Reviewing
- John Lewis Broadband
- Date
- 2015-10-08
- Comments
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ABSOLUTELY TERRIBLE SERVICE! Went with JOhn Lewis based on the excellent reviews and "Which?" recommendation. these are unfounded. followed instructions to the letter - instructions say "you may have to wait 15 minutes" been 30 hours now AND STILL NOTHING!! - NO connection, no help from customer services other than "oh it might take a few days maybe we should have sent you an email" this was after having to find bank details to tell them and all sorts of other "security questions" around 20 minutes it took them to tell me it may take a few days . WHY DO THEY NOT TELL YOU THIS IN THE PAPERWORK?? !! NOT IMPRESSED AT ALL. I shall be cancelling and going back to my original broadband supplier. John Lewis = useless. Cant say how fast it is as I have not been able to connect. I will not be recommending them that's for sure
- Location
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- Location
- Ringwood
- Reviewing
- John Lewis Broadband
- Date
- 2015-12-08
- Comments
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I ordered Broadband and a phone line to be installed back in October and here we are in December and I am still waiting for it to be connected. I have had no updates. If I call John Lewis the sales department answer calls after 1 ring - after sales and order follow up, I am on a call now - been waiting over 20 mins now and no one has answered!! This is a car crash of a service provider masked by the good reputation of the John Lewis Brand - AVOID LIKE THE PLAGUE!!!
- Location
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- Location
- Blackpool
- Reviewing
- John Lewis Broadband
- Date
- 2020-12-28
- Comments
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Since receiving my awful John Lewis wifi I have had the worst signal, the worst connection and overall the absolute worst time. I would rather not own a phone than deal with the stress this WiFi gives me. I would never wish this on my worst enemy, that’s how bad it is. Me and my three kids have not been able to watch the new croods movie which is devastating to the family. I hope whoever created this wifi is having a great time lavishing in our wasted money, period
- Location
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- Location
- Knebworth, Hertfordshire
- Reviewing
- John Lewis Broadband
- Date
- 2021-11-16
- Comments
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I tried signing up just over a year ago and the whole process was a real mess. They transfered only the line but not the broadband. I ended up cancelling and transferring everything back to my original broadband suplier. Keep away.
- Location
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- Location
- Ilford
- Reviewing
- John Lewis Broadband
- Date
- 2018-11-18
- Comments
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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
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- Location
- Tewkesbury
- Reviewing
- John Lewis Broadband
- Date
- 2018-12-10
- Comments
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Wished I had checked the poor reviews before I signed up, worst company I have ever used , can't seem to get anywhere with them despite trying lots.
Want to leave but they threaten charging me to leave,despite their horrendous service.
- Location
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- Location
- Hertfordshire
- Reviewing
- John Lewis Broadband
- Date
- 2021-03-25
- Comments
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Please avoid. Drops out continually. Appalling customer service including being given the wrong information. No parental controls.
- Location
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- Location
- Penrith
- Reviewing
- John Lewis Broadband
- Date
- 2022-03-28
- Comments
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I would have given 5 stars for reliability of the consistency of the poor broadband speed and exceptionally poor customer service. Assistant after assistant tries (I suspect the system is the problem rather than the people) to do something and the easy option seems to be to bump it to the next billing date/openreach engineer visit and hope they can squeeze another month's payment out in the meantime. It is extraordinarilyl bad - I don't do reviews but am at my wit's end now and in the absence of any resolution from them over 5 months - I just need to share to release the frustration of being stuck with them not providing a minimum guaranteed speed at all (OR will agree but to JLB black is white). It is baffling. One thing that can be said though, is that they thoroughly deserve the accolade of being the joint worst provider in Which? 's current broadband services. Really do believe the poor reviews - ordinarily I might say decide for yourself, but this time - spare yourself the hassle.
- Location
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- Location
- Essex
- Reviewing
- John Lewis Broadband
- Date
- 2016-06-16
- Comments
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I wish I'd read all of these reviews before we signed up to JLB, as many others have said.
We were with Plusnet before, & I found their customer service terrible, connection slow, & billing totally confusing. After much deliberating, we joined JLB based on the JL brand & Which report. BIG mistake as JLB is run by Plusnet!
DO NOT JOIN THEM!
- Location
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- Location
- Finchley
- Reviewing
- John Lewis Broadband
- Date
- 2020-08-06
- Comments
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I didn't believe all the bad reviews because I'm the kind of person that normally just gets on with things but this has been an awful process.
They haven't connected the internet, nobody can tell me when it will be connected, every time I call there's a different answer or problem. Nobody replies to the written complaints and I've been lied to multiple times.
It feels like they're gaslighting me.
- Location
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- Location
- Milton Keynes
- Reviewing
- John Lewis Broadband
- Date
- 2017-03-01
- Comments
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I have had John Lewis for 4 days in that time they have tried to over charge me more than the agreed contract , the speed is poor , the laptops and I phones loose connection all the time , and it refuses to stream any device . After speaking to customer sévices 3 times they refuse to cancel contract although it is obviously useless . In short do not go near this service .
N
- 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
- POOLE
- Reviewing
- John Lewis Broadband
- Date
- 2018-10-02
- Comments
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Total waste of time. I raised complaints and never phoned back. Waited 6 weeks for broadband never to be installed. AVOID!
- 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
-
- Location
- Reviewing
- John Lewis Broadband
- Date
- 2013-12-09
- Comments
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Terrible customer service ordered fibre no engineer turned up wasted a whole day of work no one informed me then changed to adsl with them and my adsl router has not arrived although promised for today. False promises and hopes from the beginning would not recommend at all and now just waiting for my contract to finish john lewis broadand gives the company a bad name. Their staff are rude also!! They have not resolved my issue or even compensated me although i made my complaint over a month ago not worthy of your money at all.
- Location
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- Location
- McNeill
- Reviewing
- John Lewis Broadband
- Date
- 2017-01-19
- Comments
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I have been with John Lewis Broadband for 7 months and I have to say that if TalkTalk is at the very bottom of the scale in terms of 'awfulness' of service, JL is very close.
For 7 months I've been having nothing but problems. They'd initially linked me with another of their sister companies which caused problems for over a month. JL tried to blame it on Openreach and it took a number of cocky customer service workers (not to mention many wasted hours on my part) to actually accept that they needed to solve the problem.
Since then, I keep having issues with the speed dropping right down roughly every couple of months, which makes it impossible to use the internet. It takes serious hand twisting to actually get the customer service people to check what the problem is and adress it.
I would strongly discourage potential customers from signing a conrract with JL as their broadband provider.
- Location
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- Location
- Gloucester
- Reviewing
- John Lewis Broadband
- Date
- 2017-12-23
- Comments
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Got off to a rocky start when it took over a week to fix connection issues then was ok for a while until we starting having lots of dropped connection problems and very poor speeds in normal hours and practically non-existent speed during peak hours. Would NOT recommend. Heading over to BT next month I'd rather pay more and have good speed than put up with a dial-up-slow connection
- Location
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- Location
- Norwich
- Reviewing
- John Lewis Broadband
- Date
- 2018-09-10
- Comments
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Well it would be minus all round. Trouble from 1st day. Tried to change our home phone no, after several calls to them we were told "sorry you should have been asked if you wanted to keep number too late now it's been allocated to someone else by BT . Weeks to sort this out, as a business we had to keep our number.
Next problem trouble with router hours on phone even being told to unscrew main BT socket. Apparently our phone line at fault -no it wasn't and so it went on. Even had a BT engineer turn up who said they have had numerous calls re this broadband service and on his log it even had a note that the manager had visited us. Not true.
Had our user name wrongly spelt again several calls to correct this.
Today unable to log in to try and get printed bills for accountant and as usual can't get through on phone.
Don't use this service & please read all reviews
- Location
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- Location
- Lancs
- Reviewing
- John Lewis Broadband
- Date
- 2020-01-04
- Comments
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Absolute joke of a provider, cant log into portal EVER, loses connection every 30 minutes and takes 5 to 10 minutes to reconnect. Customer services do nothing but tell lie after lie and dont even put notes on your account when you do ring them. I'd rather use 4g on my phone than these theives who are literally selling 3rd hand BT broadband thats routed through the USA, No wonder the speed is so poor doing a trip across the Atlantic and back before it hits your router. AVOID LIKE THE PLAGUE!!
- 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.