806 Customer Reviews over 21 pages
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- Location
- Haslemere, Surrey
- Reviewing
- John Lewis Broadband
- Date
- 2018-01-16
- Comments
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Ongoing issues with patchy broadband for months, never resolved by John Lewis. Often lengthy wait to get through to customer service, many different and inconsistent answers given as to why we have such poor speeds at times. No resolution of issue and still going to local cafe to send emails with attachments. Bad communication, arrogant and unhelpful tech staff. Avoid if you can.
- Location
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- Location
- Cumbria
- Reviewing
- John Lewis Broadband
- Date
- 2018-04-19
- Comments
-
I have been a very loyal John Lewis customer for decades so when we moved into a new house three years ago I signed up with JL phone & broadband. The basic broadband was ok but not brilliant so in January this year I changed to fibre broadband. Regular dropouts, slow, hours on the phone, going through pointless routines. OpenReach sent out to have a look - engineer said there was no problem with the supply but that the suppliers systems seemed to repeatedly flip out the username & password in the router back to factory settings. Frontline people on the helpline can only follow a script, which refers only to an immediate issue. When I asked to speak to a manager he said he wasn’t technical so couldn’t discuss the problem. In fact he said as far as they were concerned there was no problem. All deeply frustrating. I am in the process of changing to Zen - and John Lewis are trying to slap a cancellation charge of around £100 on me for withdrawing from the contract. Unbelievable. I have taken legal advice from Which Legal to challenge this. What a thoroughly inept and unprofessional shower.
- Location
-
- Location
- ll545nn
- Reviewing
- John Lewis Broadband
- Date
- 2017-07-19
- Comments
-
Absolute rubbish
- Location
-
- Location
- Trowbridge
- Reviewing
- John Lewis Broadband
- Date
- 2018-04-09
- Comments
-
Broadband speed is attrocious with frequent drop outs. Customer service unable to rectify this. Enough, i'm off to find another supplier.
- Location
-
- Location
- Ilford
- Reviewing
- John Lewis Broadband
- Date
- 2018-04-29
- Comments
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The router is really really bad. I get a strong signal from my old router which is on the opposite side of the house than when i'm in the same room.
When I spoke to customer services, the guy kept blaming it on radio waves and channels even though i explained that I'd tried multiple channels. Eventually he agreed the router was very basic and that I should buy my own router if I wanted better signal.
His tone was very unsympathetic, and condescending. He tried to blame things outside of John Lewis' control which was very irritating as it wasn't true.
Anyway, the router has died - didn't even last 4 months. But they will be sending me the same old rubbish router.
No way will I be staying with JL
- Location
-
- Location
- Surrey
- Reviewing
- John Lewis Broadband
- Date
- 2019-05-24
- Comments
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if you are thinking of moving don't give John Lewis a chance to mess it up! Signed up to a new contract, got the phone and broadband yesterday only to be told that due to a billing error on their part we are now to be without phone and broadband for another 10 days. You know John Lewis 3 months free just does not make it right, I expect better from a company that prices itself for customer service.
- Location
-
- Location
- ROYSTON
- Reviewing
- John Lewis Broadband
- Date
- 2019-10-02
- Comments
-
Engineers failed to show up on 3 separate occasions and then tried to quietly cancel my order.
Customer service showed complete apathy for the situation and tried to book a fourth appointment without consulting me first and refused to re-imburse me for the days wasted.
Do not use these guys as a ISP, they are awful.
- Location
-
- Location
- Bristol
- Reviewing
- John Lewis Broadband
- Date
- 2022-08-22
- Comments
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I wish i has seen the reviews . How can John Lewis trash their brand with this service. Customer Service is appalling , nothing works not even the website
Still within 14 days - think i will cancel
- Location
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- Location
- Gloucester
- Reviewing
- John Lewis Broadband
- Date
- 2020-10-19
- Comments
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Absolutely useless! Tried to move house with them..was sent a text to say a phone line would be installed on a particular day between 1 and 6 pm. Rang at 4 pm to check the date was correct. Was on hold for over 40 minutes, told the engineer was still due, not to worry. 6.30 pm no sign. Rang again and was told my address didn't exist. Put back on hold for over 40 minutes...complete waste of time AVOID AT ALL COSTS COMPLETLY INCOMPETENT.
- Location
-
- Location
- uk
- Reviewing
- John Lewis Broadband
- Date
- 2020-08-28
- Comments
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SHOCKING. SHCOKING SHOCKING. AVOID AVOID AVOID. SIGNED UP FOR BROADBAND AND LANDLINE PACKAGE OVER 4 WEEKS AGO AND STILL NOT CONNECTED!!!!!
Everytime I phone (in queue for ages with depressing crackly music. then told it is all getting sorted. They make up some twoddle and tell you it is being sorted. Then Nothing. So I phone back to find out what is happening RE the lack of connection& landline. Same old story - am in phone queue, then get lied to, and nothing happens again. They are using Covid as an excuse, just like so many other companies are. Thought better of a JL service :( Am off to meditate now to reduce my stress and fed-up levels :) )
- Location
-
- Location
- MONMOUTH
- Reviewing
- John Lewis Broadband
- Date
- 2021-10-26
- Comments
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I would give no stars if I could totally useless 1MB at best
- 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
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- Location
- North Wales
- Reviewing
- John Lewis Broadband
- Date
- 2015-05-14
- Comments
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Broadband not working for 12 days so far. The service has been truly appalling. The engineer has failed to attend for the third arranged inspection today. John Lewis request a BT engineer to attend and if this was the only problem I would not be giving a negative review, despite the three missed appointments. However, there have been other issues re long periods waiting on the phone, incorrect info being provided, calls not returned and matters not been followed. I am sick of speaking to this company.
- Location
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- Location
- Hemel Hempstead Herts
- Reviewing
- John Lewis Broadband
- Date
- 2020-11-07
- Comments
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John Lewis broadband has poached myself and others because of their reliable good name how wrong can one be they have conned all of us. The broard band is dead slow, cannot load BBC iPlayer 90% of the time have reported it many times only been threatened with an expensive fine if I cancel contract. Not fit for purpose John Lewis name gone down the pan. Anthony Thomas.
- Location
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- Location
- wales
- Reviewing
- John Lewis Broadband
- Date
- 2017-03-10
- Comments
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probably the worst ever experience of getting BB set up, when I took out a contract I was promised it would take 2 weeks, 5 weeks in and I'm still waiting. I spend an average of 1.5 hours just on hold everyday. Use JL BB at your own risk
- Location
-
- Location
- RG31
- Reviewing
- John Lewis Broadband
- Date
- 2014-12-15
- Comments
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I signed up for Fibre broadband with them a month ago and to date still no service. I have had a clueless BT engineer turn up, have spent hours on the phone with the Plusnet customer support and have been given a modem and am now on the second router. Still no service. Have now given up and will try to get my money back and go with Virgin.
- Location
-
- Location
- Suffolk
- Reviewing
- John Lewis Broadband
- Date
- 2016-04-19
- Comments
-
AVOID John Lewis, I really wish I had read the reviews before I signed up, I have been with them for 2 weeks and still no broadband connection and now they have the cheek to up the prices for the phone by £2 per month despite me having a contract saying I had signed up for a year at £13.30. UP to now I had always shopped at John Lewis but no more, this has totally ruined my faith in them.
- Location
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- Location
- High Wycombe
- Reviewing
- John Lewis Broadband
- Date
- 2022-12-01
- Comments
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Had a waitrose account for years and then they announced closing service so transferred to plus net.
No mention that the email address would immediately no longer be accessible. How can they make you ditch a 20 year old email address overnight?
Absolutely in o prehensile!
- Location
-
- Location
- Cambridge
- Reviewing
- John Lewis Broadband
- Date
- 2015-12-10
- Comments
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Infact Its ZERO RATING. Horrible! Pathetic! Ordered yesterday and cancellenig today After 20 mins of horrible wait I got hold of an agent who took my details initially I called to change the engineer appointment and I was put on hold and then they disconnected the call . There was no call back .. No apology and I called again after 20 mins got to the same dept who transferred the call to another dept as I had made up my mind to cancel this pathetic service. Every time I say cancel my order , I get a mobile message on my mobile from JL saying your phone order is getting delayed and they disconnect my call. I am not a kind of person who writes reviews. But this Experience PLZ STAY AWAY UNTIL JLB grows out of its infancy.
- Location
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- Location
- Cumbria
- Reviewing
- John Lewis Broadband
- Date
- 2018-05-14
- Comments
-
Absolute CRAP - “we have monitored your cinnection and everything is OK...” Then why can we not have a consistent connection! We are “off-line” most days now - John Lewis we expect better from you... This is the worst internet provider on the planet. The sooner my Contract is up the better.
- Location
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- Location
- Glasgow
- Reviewing
- John Lewis Broadband
- Date
- 2018-10-12
- Comments
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very poor service speed not the right word customer service non existant
- Location
-
- Location
- london
- Reviewing
- John Lewis Broadband
- Date
- 2015-09-08
- Comments
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I had 8 years hassle free from BT. I changed for price reasons thinking there is no risk as BT is still supplying and its John Lewis... They're amazing ..right..WRONG
My bt contract ended on time then no internet since..The original Installation date was missed even though I reconfirmed it. No one showed up on the rearranged date either. The equipment never arrived but customers service blamed me. They said they were certain I received it because it said so on their screen. 4 new sets of equipment were sent but none arrived. Someone then said they would send it tracked by royal mail. Then th eery said the could not as they are out of stock.
T hey sent a BT engineer who tested with his equipment. It failed. He refused to call in to tech support saying I needed to call BT..
They then said I should use the original BT equipment but it doesn't work. .I tried to cancel but got a message saying everything is working except BROWSING and i can't cancel.
If I'm not happy I can wait 8 weeks which they say is reasonable to have time to fix..
The service is run by Plus net. .. very nice people but they never do anything. ..can't send equipment by traced post..can't call you back. .can't escalate to managers..Their systems prevent any actions for the poor staff...
I'm going to court to cancel the contract. .its the easiest way out unfortunately. .
joe
- Location
-
- Location
- Norwich
- Reviewing
- John Lewis Broadband
- Date
- 2019-08-24
- Comments
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I wish I’d never heard of them experience is bad was told broadband going live 23 August then 29 August customer service couldn’t care at all I’ve been waiting since ages terrible service stay well away please
- Location
-
- Location
- UKAli98
- Reviewing
- John Lewis Broadband
- Date
- 2018-12-06
- Comments
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AVOID THIS COMPANY AT ALL COSTS
John Lewis Broadband has been the worst broadband company ever. their payment system is appalling and so is the Customer services as well, if your thinking of joining John Lewis Broadband AVOID AVOID, they are a rip-off, there don't care about there customers and the put there price up when you're in contact with them, this is a nightmare company stay clear of this rip off company
- Location
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- Location
- kent
- Reviewing
- John Lewis Broadband
- Date
- 2015-08-20
- Comments
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just been overcharged once again, they add on extra charges and try to make you pay them. i signed up with john lewis not plus net, and plus net treat you like tescos so beware, don't expect the waitrose treatment with these lot.
- Location
-
- Location
- manningtree
- Reviewing
- John Lewis Broadband
- Date
- 2019-04-06
- Comments
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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
-
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
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- Location
- London NW8
- Reviewing
- John Lewis Broadband
- Date
- 2022-05-25
- Comments
-
Overpriced compared to competitors. Failed to supply minimum guaranteed speed. Do not use this service.
- Location
-
- Location
- Worcester Park
- Reviewing
- John Lewis Broadband
- Date
- 2020-06-13
- Comments
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Still waiting for connection JL have no effective communication links with BT who supply the infrastructure service and as a key worker moving home I needed my BB ASAP to maintain my NHS role during my 1st week off since COVID -19 . A request by JL to BT to expedite my connection was made but declined as I had a live service ... live meaning the previous owner had a connection but not one I could ever use or access so I actual fact very dead ( sounds very much like a Monty Python sketch) Now after 2 weeks I’m still waiting for my BB as they also forgot to send out the router.
This was the only utility I had any problems with during my move and not only very inconvenient but time consuming meant where I should have been able to work from home whilst getting straight I couldn’t . Ever hopeful of one day getting a connection but STILL WAITING.......
- Location
-
- Location
- Caernarfon
- Reviewing
- John Lewis Broadband
- Date
- 2017-07-19
- Comments
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Absolute rubbish
- Location
-
- Location
- Central London
- Reviewing
- John Lewis Broadband
- Date
- 2018-07-31
- Comments
-
AVOID John Lewis Broadband at ALL costs.
Their service is absolutely appalling. I signed up with them 6 weeks ago - still not even a router that works! They are the worst provider I've ever had. GO ELSEWHERE IF YOU WANT GOOD, EFFICIENT SERVICE
- Location
-
- Location
- Chatham
- Reviewing
- John Lewis Broadband
- Date
- 2016-05-21
- Comments
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appalling customer service,very unreliable broadband phone service intermittent.
They put up their prices a few months ago and offered an opt out if you wanted to cancel.So two months ago I terminated my contract but they have ignored this and despite many attempts at contacting them they are still sending me bills and threatening letters.Avoid their broadband like the plague.
- Location
-
- Location
- suffolk
- Reviewing
- John Lewis Broadband
- Date
- 2018-08-13
- Comments
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I wish I had checked the reviews before signing up, I foolishly went on the name. the service is appalling I finally got my broadband after 6 days of phoning and being on hold, two open reach visits which never happened and they have offered to refund the weeks broadband I didnt have as a gesture of goodwill, beyond amusing AVOID AT ALL COSTS.
- Location
-
- Location
- kent
- Reviewing
- John Lewis Broadband
- Date
- 2015-08-20
- Comments
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no such thing as john lewis broadband they just drop ship you plus net so if you want a really poor experience just join plus net your self and save some money, but be warned its rubbish
- Location
-
- Location
- shrewsbury
- Reviewing
- John Lewis Broadband
- Date
- 2019-04-28
- Comments
-
Never try their broadband. They use a cheap router and you have to change the channels regularly to make it work. We always have drops in our internet upto an hour long, and when i ring their technical dept they say that it is expected to have at least 3 or 4 drops every 3 days, ive never had that with Sky or anyone else.
We spend over £130 a week with Waitrose shopping and buy clothes and electricals from John Lewis, and when we said we would cancel all those weekly orders for the sake of a £100 cancellation fee, the person said, i have the ability to remove the cancellation charge, but i wont do it, even though he knew they would loose £6-8000 a year in shopping. What a joke.
We are taking it further so i would let you know what his managers say about loosing £8000 a year for the brand to keep £100 in his department.
- Location
-
- Location
- Somerset
- Reviewing
- John Lewis Broadband
- Date
- 2020-02-27
- Comments
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This is the worst phone and broadband ever I’ve never been so ripped of . I’m
A disabled lady and need to order meds online and use my phone . There’s never been a week without trouble it’s more money than I paid fir my last service but diabolical . No ones
Dealt with I’ve now been cut if 24 hours after my bill I’m iller sinse having this company it’s stopped me living
- Location
-
- Location
- Cornwall
- Reviewing
- John Lewis Broadband
- Date
- 2022-01-25
- Comments
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You do not get the service you pay for and they are not interested in helping put it right. Our home is capable of getting wifi throughout the whole house, unfortunately john Lewis only provided for our living room and even then the speed was so poor.
I can't emphasize enough, save yourself the headache and the cash, go elsewhere for your wifi. They just don't provide it and the customer service is shockingly bad and they blatantly lie to you. I wish I could give 0 stars.
- Location
-
- Location
- Oakham
- Reviewing
- John Lewis Broadband
- Date
- 2023-04-01
- Comments
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Such poor service. Third time I've attempted to close this service and I'm receiving messages about how I must pay them.
John Lewis service is basically plus net. John Lewis broadband is closing down, but they still attempt to make me pay.
Terrible service.
- Location
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- Location
- Devon
- Reviewing
- John Lewis Broadband
- Date
- 2018-07-21
- Comments
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Simply dreadful on all fronts. Lower speed. No service. Terrible set up. Terrible customer service. A complete joke. Bt cost more but at least it worked.
- Location
-
- Location
- west midlands
- Reviewing
- John Lewis Broadband
- Date
- 2018-09-10
- Comments
-
I thought i would try give John lewis, as my last Provider, Talk Talk were extremely incompetent from start to finish.I place my order with JL just over week ago in 29/9/2018 and was given three option of when every thing would be set up after Paying Nearly £90.
However this didn't get to plan, after waiting half hour on Saturday to get through i was sent a email basically stating wait till Monday.
So I phone Monday even though the first person i spoke to seemed inexperienced but polite he had told me it would take a further two weeks for every to be set-up meaning this would of been a month!. i then decided to cancel
I then had heated argument with one of their cancellation team member as he was telling ( couldn't get a word in edge ways) me this would be the same for any other provider to take this long ??.
in the end spoke to some more polite and i have now gone with another provider and i will be set up by the end of the week!
stay Clear if there is issues in the beginning i guarantee you it will only get worse!!
- 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.