806 Customer Reviews over 21 pages
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- Location
- Inverness
- Reviewing
- John Lewis Broadband
- Date
- 2015-12-28
- Comments
-
I asked to change in early October having read a glowing report in Which magazine. I wish I hadn`t. They took my deposit and set up a direct debit with a promise of having it all done in "10 to 14 days" quote. Nothing happened so I called and they seemed unable or unwilling to help. After a couple of calls and being unable to speak to someone senior I asked to cancel the deal and return my money. Then they tried to collect my direct debit which I thankfully had stopped. They wrote asking why they hadn`t been paid!! I wrote to the MD Andy Street which was replied by the Executive Complaints team. They said someone would contact...noone did. I have taken advice from Which Legal services and have sent them a letter accordingly to ask that my monies be returned. It hasn`t and they don`t even have the courtesy to acknowledge my mail. They have taken on the wrong guy and I will sue them and shame them mark my word. I will ensure all and sundry know how they operate and are nothing short of thieves. John Lewis I held in high esteem prior to this . They are now at the top of the list for bad service. MY ADVICE IS DON`T GO NEAR JOHN LEWIS BROADBAND. Read these reviews and BEWARE.
- Location
-
- Location
- Inverness
- Reviewing
- John Lewis Broadband
- Date
- 2015-12-30
- Comments
-
Do not touch them with a barge pole. They are awful . They have taken my money and given me nothing for it and after many phone calls and emails to their MD i have nothing. They even tried to collect my next direct debit which fortunatly I had cancelled. They haven`t heard the last of me
- Location
-
- Location
- Norfolk
- Reviewing
- John Lewis Broadband
- Date
- 2015-11-30
- Comments
-
Been with jl for over 4 weeks just noticed that I can only call out from house phone and not recieve calls today payed my bill one day late considering they give u 14 days to pay , as soon as I payed they cut me off ...., I'm really annoyed as my husband uses the phone for his business so u can imagine how many calls we have lost , however today been trying to call JL from 3 and each time I've call been on hold for 30 mins so gave up then rang at 5.30 bear in mind they close at 6 I was on hold till 6.45 really disappointed with the service so will be on phone first thing in morning , fingers crossed I get it sorted xx
- Location
-
- Location
- Wirral
- Reviewing
- John Lewis Broadband
- Date
- 2019-04-22
- Comments
-
Poor service, been with them a year almost and it’s a monthly occurance - poor internet, tel line issues...yet again today tel line is down, internet slow, have 6 weeks to go till end of my contract...told line fault will be fixed by end of the week...I’m can’t stand the poor service anymore and I’m leaving early..paying the early exit fees, but I just don’t care -it’s been such a poor service!!
- Location
-
- Location
- Crawley
- Reviewing
- John Lewis Broadband
- Date
- 2019-01-08
- Comments
-
Six weeks without reliable telephone or internet over Christmas 2017, repeatedly told no fault snowing, had to wait for a BT openreach engineer. After using my mobile to call both JL broadby and BT and arranging appointments directly with the engineer myself I once again had internet. This week the problems begin again, this time I'm told again that the system isn't showing a problem (just like last time) and if it's the router I can buy another one.
Dont waste your time or money, I would not recommend this company if my life depended on it.
- Location
-
- Location
- Sheffield
- Reviewing
- John Lewis Broadband
- Date
- 2015-04-19
- Comments
-
The speed was very poor during evenings and streaming was a nightmare specially with Netflix. From time to time without explanations there was no service Customer service kept blamed the fault to be my modem or router so spend a fortune replacing equipment's twice over and no change. Then they start blaming my computers and TV for it! No discount was offered as they believed it was not their fault as the line tested ok, Speed at its best for fiber was 13Mbs. 14 months of putting up with the service changed and never looked back. Now with same modem and router as before and no other modification getting 48MBs !!! So noting wrong with my equipment then just very poor service!
- Location
-
- Location
- Hampshire
- Reviewing
- John Lewis Broadband
- Date
- 2015-09-16
- Comments
-
Tried to change from BT. Phone line connected but not broadband due to JLB error. Two weeks after changeover no update received, no router despatched. After 45 minute queue technical support told me that broadband order had been 'cancelled' although my recent bill shows I was charged for it. After a 25 minute queue for customer support was told that it was a JLB admin error that would eventually have sorted itself out (!) yet no emails or calls from JLB to explain/reassure. Another week delay now expected (2-3 weeks without broadband). Wish I'd stayed with BT.
- Location
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- Location
- Godmanchester
- Reviewing
- John Lewis Broadband
- Date
- 2016-05-14
- Comments
-
Avoid at any cost. Customer service really polite. Unfortunately no service!
- Location
-
- Location
- Newport
- Reviewing
- John Lewis Broadband
- Date
- 2019-02-12
- Comments
-
Please save yourself a lot of hassle and DON'T sign up with these amateurs. I have never been with a telephone company that has been so stressful to deal with ever right from the very beginning and until know (5 months later). It's like you call them and they say they are doing this and that on the call when in fact they aren't doing anything. There seems to be no upper level of management that you can escalate things to either on the telephone or by email, so you just end up having to get angry at the customer service rep who can't do anything for you anyway. Join them and you will see what I mean when it all goes wrong, which there is a likelihood that it will. For me unfortunately my next move is OFCOM as the head office can't seem to solve my latest problem which is being automatically overcharged every month for mobile phone calls which were part of my original call plan 5 months ago and so far they have been unable to refund the extra £50-60 each month I'm being overcharged by. Jokers!
- Location
-
- Location
- Central Scotland
- Reviewing
- John Lewis Broadband
- Date
- 2021-05-10
- Comments
-
taken money, no broadband and impossible to get money back! absolutely appalling. they got all my details wrong despite many repetitions(other than my card details funnily enough) took money out of my account, no communication from them as they took down wrong email , name etc....... ??? essentially stole £29 of my money , i cancelled when they were unable to fix my name, email etc on the account. they also promised switch over would happen on weekend then this wasn't possible( they just said what we wanted to hear so they could get a sale) don't be fooled by the British call centres since the people do not want to help and are very difficult to communicate with! I have made 10 phone calls over the last 2 weeks in an attempt to get through to someone with a brain cell who can help me. i'm polite on the phone to them but it is really frustrating they come up with all sorts of excuses as to why they can't refund (no access to a system until after 5 pm? they can only refund with a cheque but need authorized by a very senior person who is never available) Many of the call centre staff do not have a good grasp of english and have no desire to help customers. they'll promise a call back from a manager but then they never call back... one manager did call eventually but said he couldn't access the system and promised to call back .... i doubt i'll get my money back - ive heard some people have to wait weeks. thiefs. if a person walked into John lewis and shoplifted they'd get done. Why is it ok to nick people's money John scammy lewis?
- Location
-
- Location
- Monmouth
- Reviewing
- John Lewis Broadband
- Date
- 2017-10-25
- Comments
-
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
- winchester
- Reviewing
- John Lewis Broadband
- Date
- 2019-01-13
- Comments
-
Reported to John Lewis on Jan 2nd, connection is dropped around ten times each day for exactly 2.5 minutes each time. According to John Lewis it is now fixed but as the dropped connection log below shows it remains exactly the same. This problem started when we switched from EE to John Lewis, paying almost double the previous rate for a fibre extra service which is really not acceptable.
Net Uptime Monitor Failure Log (NetUptimeMonitor.com)
Licensed to nick sheron
=======================================
12/01/2019 17:20:52 Log Start
---------------------------------------
Failure Start Length
12/01/2019 17:22:38 0:02:17
12/01/2019 19:34:34 0:02:28
12/01/2019 19:58:48 0:02:29
12/01/2019 20:11:38 0:02:28
12/01/2019 20:35:03 0:02:28
13/01/2019 06:48:49 0:02:26
13/01/2019 07:45:51 0:02:27
13/01/2019 08:21:08 0:02:28
13/01/2019 08:54:08 0:02:26
13/01/2019 11:10:13 0:02:25
- Location
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- Location
- Essex
- Reviewing
- John Lewis Broadband
- Date
- 2017-03-29
- Comments
-
Dont bother useless, gave up after 3weeks with no connection and cancelled before i went mad.
- Location
-
- Location
- Surrey
- Reviewing
- John Lewis Broadband
- Date
- 2018-08-10
- Comments
-
This internet service provider may say John Lewis, But it is not a John Lewis Brand at all. In fact, the internet is provided by Plus net.
I was with JL Broadband for a year. At the beginning I bought the regular broadband package. The minimum guaranteed speed was about 8mb. I was receiving 1.2mb. They failed to fix this issue.
My only option was to go to Fibre with a minimum guaranteed speed of about 25mb I got about 14mb. After weeks of complaints It finally got resolved, however for the rest of the year I was constantly raising complaints both online and on the phone.
They don't like answering queries and they haven't a clue on the phone. They are very rude in fact and talk to you like a piece of garbage.
My router brand was ZyXEL. I know, I know: 'Who'
It was awful. Signal collapsed daily, needed reseting regularly. By the way. That takes 10 - 15 minutes simply to reboot.
When I finally reached a year I left. But my troubles continued. As they don't like answering queries from customers, they don't communicate with each other in house either. My service was disconnected, however they continued to charge me and even threatened me with Debt Collectors. It was clear as mud on my bills and history. Service cancelled, please finalise account. Ignored in house.
Overal
If you would like internet that you may or may not receive, have problems constantly, have emails and query go un-answered leading to frustration and anger. Then John Lewis Broadband is for you!
If you want an easier provider that are cheaper and better. Go elsewhere.
- Location
-
- Location
- London
- Reviewing
- John Lewis Broadband
- Date
- 2020-11-23
- Location
-
- Location
- Milton Keynes
- Reviewing
- John Lewis Broadband
- Date
- 2019-11-29
- Comments
-
Cannot recommend this broadband provider. speeds were inconsistent at best. Also watch out if you join as 14 day cooling off period starts the day after your order this service and not when the service starts!
- Location
-
- Location
- Staffordshire
- Reviewing
- John Lewis Broadband
- Date
- 2015-07-07
- Comments
-
I signed up with a half price offer for 3 months and was charged full price (refunded after a complaint).
When broadband went down I was told they can no longer check the fault, it has to be sent to the faults team who could take 72 hours. It was resolved but took 24 hours. Took 4.5 and 9 minutes to answer phone but was a UK agent. The router needs resetting about once a week
- Location
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- Location
- Brighton
- Reviewing
- John Lewis Broadband
- Date
- 2021-05-19
- Comments
-
Avoid! Unable to answer any questions, waiting on BT constantly for answers! John Lewis is plusnet who use bt! Just use BT, so much easier.
- Location
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- Location
- North Yorkshire
- Reviewing
- John Lewis Broadband
- Date
- 2017-10-02
- Comments
-
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
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- Location
- Surrey
- Reviewing
- John Lewis Broadband
- Date
- 2018-11-05
- Comments
-
Don't touch John Lewis broadband!!! This is the worst company I have ever had the misfortune of dealing with. Shocking customer service including mis-selling me fibre which is not available in my area. They failed to inform me of this fact and only when I called back to find out why I had no wifi was I notified that I was not able to get fibre. I then down-graded to ADSL and was told that it would be active in 3-5 working days. A week later no wifi!!! Once again I called and was told that the fibre had yet to be cancelled and they couldn't install ADSL until the fibre order had been cancelled and that could take another 10 working days.
Apart from the above, every time you try to contact them you have to endure 30 minutes of torture listening to the elevator music while waiting for an agent to take the call. Hire more people John Lewis - it's not rocket science!!!
I cancelled my account on 28th October and today 5th November I was billed for the fibre I never received. Unbelievable. Am at a total loss.... I lived in third world Africa for many years and never did I ever experience such incompetence or disgusting customer service as I received from John Lewis. A total disgrace. If I could have selected minus 5 stars I would've. Don't even consider this incompetent company. They should stick to selling clothes and leave broadband to companies who know what they are talking about.
- Location
-
- Location
- Aberdeen
- Reviewing
- John Lewis Broadband
- Date
- 2018-07-31
- Comments
-
As all the other reviewers my service from them has been appalling, sat on hold at the moment for 30 minutes and they still haven't even answered the call. They owe me over £300 from failing to provide a service and have still not paid... only interested in taking your money .. AVOID!
- Location
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- Location
- manningtree
- Reviewing
- John Lewis Broadband
- Date
- 2019-04-06
- Comments
-
Now become so unreliable & they are no help in changing
- Location
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- Location
- MISTLEY
- Reviewing
- John Lewis Broadband
- Date
- 2020-07-14
- Comments
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Joined JL 3yrs ago and it has up till now been good. However it is now abysmal fault calls being ignored even though when the contract was agreed for minimum 3mbs ( the most we could get at the time)they now say they have re-written the contract down to .9mbs ( no notice given) currently it won,t even register to test. This is how they treat key worker 2hr requirement needs!
AVOID AT ALL COSTS they could not care less. PLUSNET have to be one of the worst
- Location
-
- Location
- Maidstone
- Reviewing
- John Lewis Broadband
- Date
- 2021-03-11
- Comments
-
What an absolute garbage company to deal with.
Appaling customer service.
DONT think by going to these clowns you are getting a decent service... been waiting months for a refund, and they dont know where it is!
- Location
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- Location
- Herne Bay
- Reviewing
- John Lewis Broadband
- Date
- 2019-01-28
- Comments
-
Nothing but contempt for this company. So very helpful staff. Only been with them since 09/2017 and had nothing but hassle from day one. Connection is a big joke if you can connected at all? Its costing my Wife and I to break the contract £130:40 which we cant afford but what can one do? A decent service we need not keeping fingers crossed and praying when logging on. Back to the drawing board but who is a decent helpful company??
Under no circumstances give this compnay your business but PLus Net their server is a part of BT.
Never again has cost us money like it has other with their story's of woe
I give zero stars for all catogories i clicked Customer services in error.
- Location
-
- Location
- Reviewing
- John Lewis Broadband
- Date
- 2019-03-01
- Comments
-
No customer service staff have no upper management for you to escalate any problems Plusnet advertising customer service won't let you down!
DON'T BELIEVE IT
Problems are just repeated 48 hours before update 48 hours for next update 3 weeks still awaiting for it to work!!!!!
- Location
-
- Location
- Bath
- Reviewing
- John Lewis Broadband
- Date
- 2018-12-11
- Location
-
- Location
- Todmorden, West Yorkshire
- Reviewing
- John Lewis Broadband
- Date
- 2016-09-19
- Comments
-
Moved to JLB after a price comparison website said they were the cheapest. After less than 1 month JLB increased the monthly cost. I was angry that JLB offered a fixed price contract for 18 months on price comparison then changed it after 1 month. Called JLB. My first introduction to their 'Customer Service' was being asked 'What do you want me to do about it?' and immediately being told there was nothing that could be done. After 2 months of disputes regarding intermittent service, slow speeds, long call waits and multiple spam or 'Stock' emails as JLB like to call them, I finally got through to a call handler. During each call I had said I wanted to log a complaint but nothing was done. JLB don't answer emails, they have a portal you have to log into in order to email them. At one stage JLB completely deleted my account, erasing records of my complaints and preventing me working from home. I would regularly call, complain and give my availability for callbacks, yet I would either get no call back or would be called back when I had already stated I would not be available. Most of the middle managers/Complaint Handlers I spoke to were unsympathetic, unpleasant and one inparticular seemed to do nothing other than aggressively shout me down. Even now after going to CISAS (The ombudsman) and being offered a settlement payment, JLB are still sending me stock emails, dodgy invoices and generally SPAMMING me. JLB is the archetypal cut corners approach to customer service, delegating the onus onto the customer to constantly chase them at the customers time and expense. Ask yourself "Is saving £2 per month or so on my broadband really worth slow speeds, a service that constantly disconnects, an email account jam packed with SPAM, aggressive unpleasant and unhelpful staff and a lot of wasted time?"....If the answer is "Yes" look no further. I'd like to say that JLB had at least one positive; unfortunately even the Wireless router looks naff and the hold music (which you'll be getting very used to) will drive you towards insanity and/or violent criminality
- Location
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- Location
- Exmouth
- Reviewing
- John Lewis Broadband
- Date
- 2015-12-30
- Comments
-
Left before my contract even began, the customer service was so bad. 15 minute waits to speak to someone, awful defeaning loud music while they put you on hold or transfer you to someone else. Two out of three people I spoke to were unable to find my details. Then when I asked for confirmation in writing that the account had been cancelled, I got two 'contact us' messages requiring me to log into a website to see the reply, which I was unable to do as the password I was given didn't work.
One operator apologised for the wait and poor customer service, saying that the company is in the process of training up another 100 operators. Ignore the Which recommendation, as the reality falls short of expectations from the JOhn Lewis brand.
- Location
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- Location
- London
- Reviewing
- John Lewis Broadband
- Date
- 2020-11-09
- Comments
-
DO NOT USE THIS PROVIDER - They have scammed us out of over 80 pounds. After 2 months of back and forth (they will blatantly lie to you over the phone, saying they will call you back and then never do - promising an engineer to come out and then saying it was cancelled with no reasoning or notice) we still have no internet. They are extremely deceitful over the phone and will constantly shift the blame to their partner company Openreach in an attempt to get out of ****. I cannot stress enough how painful this experience has been. Avoid like the plague.
- Location
-
- Location
- London
- Reviewing
- John Lewis Broadband
- Date
- 2019-06-01
- Comments
-
Don’t go near them with a barge pole. Cancelled my contract due to a home move. But the move was delayed so I then called to delay cancellation of contract. Was told it was fine and received email confirmation as well. But then was disconnected anyway. Was then basically told it’s my fault and that I shouldn’t have listened to the last agent I spoke to who agreed to the extension. Awful customer service, argumentative and rude. Never going back
- Location
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- Location
- Essex
- Reviewing
- John Lewis Broadband
- Date
- 2018-11-05
- Comments
-
Anyone working at John Lewis Broadbabd should be ashamed for letting their colleagues and employers rip off the public. I have paid for a service they have not supplied, they can not give a date if and when they might supply broadband, the Provisions Team investigate the complaints against themselves and they refuse to escalate and issues. Simply put John Lewis broadband is the worst on the market.Total scam artists. Avoid like the plague.
- Location
-
- Location
- Andover
- Reviewing
- John Lewis Broadband
- Date
- 2020-12-16
- Comments
-
It's a very frustrating situation, my list of problems seem to be growing (rather than being resolved) and the implication is that perhaps they hope most of their disgruntled customers will give up.
As at 15/12/20 I still haven't had my money back despite a promise it would be "immediately" refunded.
John Lewis Broadband is actually PLUSNET. I have found it to be a terrible service.
The PLUSNET (aka JL Broadband) team seem paralysed by internal chaos, slow management reaction times, denial and an overwhealming lack of service ethos.
Customer services are almost impossible to contact, they assume you are the problem and deny that "you" the customer could have struggled trying to contact them.
I cannot comment on their broadband speeds or router performance because after switching to them, then waiting over a month getting nowhere, I was eventually forced cancelled the service.
When I finally got through and raised my issues by phone. The service rep only wrote that I wanted to cancel the service but did not make any note of 'why' or record my complaint.
I then wrote back with several issues spelt out in a simple numerical list of points. Amazingly the next service representative wrote back, starting with an illiterate paragraph that made absolutely no sense, then they asked me to write explaining what the issues were - clearly not having read my bullet point complaint letter.
I received a further letter saying my case is being looked at. It implied it was impossible not to be able to reach customer services... Problems were due to Covid.... I should have continued waiting/I should have been in touch earlier... i.e. I should understand their problems...!
So in summary, please don't waste your time on JL Broadband or PLUSNET. Read the other complaints, we're all fundamentally saying the same thing; If they don't record the complaints then the stats don't reflect the problems.
NB. John Lewis Partnership please disassociate yourself from PLUSNET. They are wrecking your reputation.
- Location
-
- Location
- Norfolk
- Reviewing
- John Lewis Broadband
- Date
- 2021-08-20
- Comments
-
Neighbour brought down my overhead phone line while cutting back a tree that was fouling it. Reported it to the helpline at 12.10, call was answered within a few seconds and the line was back up by 15.30.
Can't really ask for more.
Although I live in a rural area my standard broadband delivers a pretty consistent 15Mbps.
- Location
-
- Location
- Norwich
- Reviewing
- John Lewis Broadband
- Date
- 2021-05-27
- Comments
-
I was locked out of my waitrose e-mail and no-one was able to help. I run a B and B and lost customers .
They are HOPELESS don't use them or John Lewis
I have had a truly terrible time.
- Location
-
- Location
- Surrey
- Reviewing
- John Lewis Broadband
- Date
- 2018-08-11
- Location
-
- Location
- Auchtermuchty
- Reviewing
- John Lewis Broadband
- Date
- 2017-08-22
- Comments
-
big mistake moving from BT to John Lewis. We are rural so do not get good speeds but was told by JL that we would get same speed as our BT service (3.8Mb). In fact we have never got more than 2.9Mb in the more than 8 months since the changeover. All John Lewis customer service said is to take it up with BT myself. WE also now have drop-outs vitually every day and sometimes multiple times in one day. We certainly won't be staying once the contract expires.
- Location
-
- Location
- Devon
- Reviewing
- John Lewis Broadband
- Date
- 2021-10-29
- Comments
-
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
-
- Location
- Edinburgh
- Reviewing
- John Lewis Broadband
- Date
- 2020-08-14
- Comments
-
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
- Poole
- Reviewing
- John Lewis Broadband
- Date
- 2018-10-29
- Comments
-
Lousy, struggling to a speed above 0.6mb/s despite promise of 1.5. No customer service after 6.00pm. Difficult surf at times and can't complete my online study. When I can speak to someone I will be trying to get contract cancelled. Best left, go elsewhere.
- 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.