806 Customer Reviews over 21 pages
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- Location
- WALLSEND
- Reviewing
- John Lewis Broadband
- Date
- 2018-01-20
- Comments
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This is the most problematic braodband service I have ever had, I'm trapped in the contract, the service has never been consistent since it was installed 3 months ago I am on ZyXEL router number three and I've had 10 - yes 10, BT Openreach engineers at my property trying to reslove the problem. BT say it's not their fault and John Lewis say it's not theres, I'm stuck in he middle with John Lewis threatening me if I don't pay my month bill.
- Location
-
- Location
- Caithness
- Reviewing
- John Lewis Broadband
- Date
- 2018-03-01
- Comments
-
Had JL broadband for a year. Broadband was extremely slow in the evening towards end of contract. Customer service was good when I needed to contact them about technical problems. However the billing department is inept. My final bill was vague, so I asked for an itemised bill so I could see what I was paying for. After six weeks I'm still waiting despite numerous reminders. Rather than provide the information they passed the bill to a collection agency. Promised phone calls but they never call. Overall I would avoid.
- Location
-
- Location
- Hertfordshire
- Reviewing
- John Lewis Broadband
- Date
- 2016-01-19
- Comments
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Unbelievable - the worse experience we have ever had!
We have been without viable phone and broadband for 1+1/2 months (now fixed...), and the support from John Lewis has been awful.
Honestly, DO NOT USE THEM!
We have had promise after promise - broken.
Promise call backs - never made.
Promised fixes - never materialised.
And the time spent hanging on the phone waiting for them to answer is worse than calling support based in India! And that was a major reason for going with John Lewis in the first place - UK based support, and the John Lewis name, which is normally associated with good support!
We are very, very upset and annoyed with the whole experience.
- Location
-
- Location
- Port Talbot
- Reviewing
- John Lewis Broadband
- Date
- 2015-01-31
- Comments
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I after many years with BT I migrated to John Lewis Broadband because of cheaper advertised prices and the excellent customer service received at their stores.
Unfortunately it's been a disaster: fibre line speed is less than before - 60% worse for upload, customer service is terrible - John Lewis stores don't want to know about problems and JL Broadband doesn't care nor resolve issues.
Since I moved in December 2014 there have been 4 outages, including one today for 4 hours and counting.
I can't wait for my year's contract to expire so I can return to BT.
- Location
-
- Location
- Halifax
- Reviewing
- John Lewis Broadband
- Date
- 2019-10-17
- Comments
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Thankfully I’m able to leave John Lewis Broadband after only a couple of months, because they increased pricing.
The amount of dropouts of service is unbelievable. It happens at least 10x a night (and that’s no exaggeration) and as I write for a website, I’m usually connected to wordpress and gmail between 7 and 10pm every night. I have Spotify going in the background, so hardly heavy usage, but those three things suffer because of the regular down times.
They use Plusnet as their provider, who I’ve used twice in the past and never had a problem with them, so it’s a bit confusing why John Lewis broadband is so glitchy and bad.
It was a simple cancellation process over the phone, the guy did ask if I’d be interested in upgrading to their fibre option to ‘avoid dropouts’ which, according to him ‘don’t happen much on standard broadband’ but I simply can’t trust them.
Is the price cheap? Yes.
Is the service good? No.
Would I recommend John Lewis to a friend? The shop I would…but wouldn’t only not recommend their broadband, I’d tell them to stay well clear.
- Location
-
- Location
- South Molton
- Reviewing
- John Lewis Broadband
- Date
- 2019-11-16
- Location
-
- Location
- Retford
- Reviewing
- John Lewis Broadband
- Date
- 2018-03-02
- Comments
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I agree with previous comments, John Lewis should break their association with Plusnet. The customer service is DIABOLICAL absolutely not what one is used to with John Lewis. The call handlers are rude, surly and ignorant. Avoid at all costs
- Location
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- Location
- Northampton
- Reviewing
- John Lewis Broadband
- Date
- 2017-08-17
- Comments
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Shocking from the start, delays to my installation then the speeds were below my minimum guaranteed speed and always dropping out going hours with no internet. AVOID
- 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
-
- Location
- North East
- Reviewing
- John Lewis Broadband
- Date
- 2017-05-09
- Comments
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Ordered the service, then needed to contact to ask questions. Support atrocious (we don't think email is reliable so we use issues log).
Cancelled the service (with their 'log') on 26th April, still being bothered into May. Complained 4 May, received even more sms's, emails and finally a message saying they have sent the router on 9th May.
HOW USELESS? VERY USELESS
- Location
-
- Location
- west Sussex
- Reviewing
- John Lewis Broadband
- Date
- 2021-04-20
- Comments
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Very Poor Cancelled Contact but keep taking payments & demands via email
stressful
- Location
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- Location
- Hereford
- Reviewing
- John Lewis Broadband
- Date
- 2018-11-26
- Comments
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To quote their website "We'll answer you within 24 hours during our operating hours."
Not a chance. I've been waiting for 13 days now. I've even raised another query, quoting the original query number. That was on Friday. It's Monday now and nothing yet. Avoid.
- Location
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- Location
- New Malden
- Reviewing
- John Lewis Broadband
- Date
- 2015-11-19
- Location
-
- Location
- Bedford
- Reviewing
- John Lewis Broadband
- Date
- 2017-01-26
- Comments
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I wouldn't mind so much if this was a cheap service - but it's not. The webmail regularly crashes for hours and it's got substantially worse since the Autumn. The Customer Service is awful - blames BT a lot doesn't do anything. And the advertising! I feel like complaining directly to the Advertising Standards Authority. If all these suppliers are as bad (beginning to wonder) might as well be with someone cheap and nasty.
- 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
-
- Location
- stoke on trent
- Reviewing
- John Lewis Broadband
- Date
- 2017-05-20
- Comments
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Have lost phone line 3 times since January 1st this year and last time also had intermittent broadband.Not had any compensation. However e-mail service is very slow or gives error messages most of the time and have completely lost this twice in last 5 6 months for days at a time -have spoken to Technical support some time ago and was switched to newer server but this not much better. I e-mailed their helpline on monday re this-supposed to get a reply within 24 hours -still waiting. have e-mailed twice since monday -a deathly silence from them. Plusnet are bringing the good name of John Lewis into disrepute. Have now asked for compensation and a new router!Technical support can be very good but a bit of a curates egg .
- Location
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- Location
- Devon
- Reviewing
- John Lewis Broadband
- Date
- 2018-05-08
- Comments
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It appears time travel is possible. Having been with John Lewis for less than a month it appears that I have travelled back to 1989, today the ever loyal call handler suggested that 4Mbps was actually only possible with a wired connection!! If only I had not assumed that all broadband providers were the same, if only I had realised that the John Lewis name does not attach the same quality in all situations, if only I had realised that life is too short to worry about rubbish broadband!! Please think carefully before signing up to this shambolic company!!!
- Location
-
- Location
- Durham
- Reviewing
- John Lewis Broadband
- Date
- 2019-12-26
- Location
-
- Location
- Dorset
- Reviewing
- John Lewis Broadband
- Date
- 2021-08-11
- Comments
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Go to another provider.
Happy to allow a customer, willing to accept an 18 month contract, to leave.
Been paying an out of contract rate of over £40 for 2 months. Asked for a refund, as should only be paying £25 and told no or I could get the woman sacked. £30 refund… and they’ve lost out on an 18 month contract with a loyal customer.
Go elsewhere!!
- Location
-
- Location
- Surrey
- Reviewing
- John Lewis Broadband
- Date
- 2015-12-16
- Comments
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Told JLB that I was moving in November -
Still not connected at my new address. First
contact took down the wrong address. The
second 'had not made it visible' and the third
is still trying. How difficult is it to change from
one address to another three miles away!
I have spent over two hours on the phone to
them and they offered me a month's free service!
I haven't been able to use it for a month!
- 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
- Letchworth
- Reviewing
- John Lewis Broadband
- Date
- 2021-11-12
- Comments
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Absolutely appalling. Have now been two days with no mail. Managed to get some this morning but no attachments downloaded. Changing to gmail. Don’t touch this with a barge pole.
- Location
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- Location
- dorset
- Reviewing
- John Lewis Broadband
- Date
- 2020-09-19
- Comments
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within days of signing up they informed me of a price increase. so for 10+ montha i have had to pay an extra £2 per month. under new rules i could have cancelled but i had already paid the connection fee of around £70. now my contract is nearly at an end and i have contacted via account query 3 times and not even an acknowledgement. would definitely not recommend....i am going direct to plusnet who at present dont increase charges during initial contact.
- Location
-
- Location
- Nottingham
- Reviewing
- John Lewis Broadband
- Date
- 2018-08-20
- Comments
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If you thought the Broadband service was bad, just wait until you try to leave. Despite being out of contract I have been incorrectly billed on THREE occasions, and my complaints have been escalated to at least three departments. The phrase "How many staff does it take to change a light bulb" certainly applies here. Regret not able to leave less than 1 star. Customer service is abysmal Avoid at all costs
- Location
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- Location
- Nottingham
- Reviewing
- John Lewis Broadband
- Date
- 2018-08-10
- Comments
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If the service is bad, just wait until you try and close your account. Despite a letter confirming I was out of contract, I was billed a cancellation charge. After protesting this was reversed, only for me to be billed again for ongoing service, and their email to me does not accept replies. Told to use their QUERY facility which just goes round in circles. More than glad I'm leaving.
- Location
-
- Location
- Cumbria
- Reviewing
- John Lewis Broadband
- Date
- 2018-04-19
- Comments
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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
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- Location
- Romford
- Reviewing
- John Lewis Broadband
- Date
- 2020-07-17
- Comments
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Just completed my 14 day initial period and everything is working how it should with the promised speed. Had to contact customer services at one point and Mahmood was very helpful and polite and got everything on track. So far so good even in the middle of Covid-19.
- Location
-
- Location
- Hampshire
- Reviewing
- John Lewis Broadband
- Date
- 2015-11-28
- Comments
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I couldn't gain access to the internet all day yesterday and was unable to get an answer from the service team between 8 am and 11pm- at one point I held on for 40 minutes listening to tasteless crap music and a useless message telling me that I didn't have to phone in as it was possible to fix most of my problems online! I called the service team at 6 am this morning and finally got an answer - I was told that JL mainframe had reset my router's code and that I had to reboot it - I was told how to do this and ten minutes later normal service was resumed! Later I discovered that the JL website had crashed owing to Black Friday demand. Are JL trying to do too much with too little equipment? I gather from other websites that there have been problems with the JL website for at least two years. If the JL broadband service does crash again would it be asking too much for JL to put a recorded message on the helpline explaining what the problem is instead of leaving customers to wonder for 24 hours what on earth is going on?
- Location
-
- Location
- Ashford Kent
- Reviewing
- John Lewis Broadband
- Date
- 2017-02-10
- Comments
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On waiting just over 11 days for john lewis to activated my service's and reading all commits on here i was a little surprised to say that i've found jl broadband supplied by plusnet being fine but to mention slightly slower as i'm using jl broadband as domestic use, i do have plusnet for work use else where in my local town, but it was suggested to use jl broadband service, if your using standard 300Mbps the sagem router works fine, the setting are easy to understand & if you prefer the max wifi speed on your tablet ipad etc then 300Mbps will do you fine, the setting is there to go lower if you require it. The customer service is plusnet guys but hey its just like when i used to use sky broadband i found them rude etc, it just every one's personal experience really. this service provider of jl suits our home use kindly and seems to allow the kinds to use the games box online fine so win win, thanks john-lewis broadband keep the good work up.
Kind regards
- Location
-
- Location
- cheadle cheshire
- Reviewing
- John Lewis Broadband
- Date
- 2017-03-21
- Comments
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avoid avoid avoid, awful customer service, they try to blame you for everything and warn you that BT will charge you for coming out, if you are lucky enough to get through to themm even late at night. Trashing the John Lewis brandname. Avoid avoid avoid!
- Location
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- Location
- Mawsley Kettering
- Reviewing
- John Lewis Broadband
- Date
- 2017-12-04
- Comments
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Dreadful customer service: "we are experiencing a higher than expected number of calls" every time. If it's all the time, how can it be unexpected?
Emails go unanswered. Dreadful service. Avoid.
- Location
-
- Location
- East Knoyle Wiltshire
- Reviewing
- John Lewis Broadband
- Date
- 2017-09-01
- Comments
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Good value, reliable and good customer service. As a rural customer this is a cheap way of gaining Plusnet service. Will continue providing I can negotiate a good price at the end of contract. Recommend
- Location
-
- Location
- south devon
- Reviewing
- John Lewis Broadband
- Date
- 2016-06-26
- Location
-
- 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
- Cheshire
- Reviewing
- John Lewis Broadband
- Date
- 2017-01-29
- Comments
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We moved from TalkTalk to JL. At first, excellent service. However, when signed up for 12 months we experienced connections dropped several times a day. We also requested help getting rid of TalkTalk but this was refused on 'customer identity protection
' grounds! Give me strength!
- Location
-
- Location
- Broseley
- Reviewing
- John Lewis Broadband
- Date
- 2020-12-15
- Comments
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Paid for DSL broadband was supposed to have been activated yesterday, but is still switched off. No explanation given for the delay. Contacted support, and waited for over 30 minutes, before giving up. Their online email support form appears to have been disabled, so you can't even contact them this way.
The sales people are the only ones who answer their phones, and the one I spoke to ACTUALLY ADMITTED they deliberately disabled their email support. AVOID AVOID AVOID.
- Location
-
- Location
- London
- Reviewing
- John Lewis Broadband
- Date
- 2018-08-23
- Comments
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Terrible service throughout contract.
Was promised broadband long long before it materialised.
Given shoddy router that struggled to stay connected, the password would scramble. Called up numerous times during first 12 months when only fixes were offered that only half did the job.
As soon as 12 months were up they said 'oh that's a router problem but you'll have to pay for a new one as it's now out of warranty.' Nobody had suggested the router had an irreparable fault when it would have cost them money, grubby.
Staff were often rude and unapologetic throughout the whole thing.
Cancelled the contract in June in a call where I was given contradictory information by different agents about what I'd be charged for end of contract.
Got charged for July despite cancellation, complained and was indignantly asked 'are you sure you cancelled?'. They then went and listened to the cancellation call and I was promised refund (but no apology which is typical of JL Broadband) no refund has come and then I was charged for August.
Never ever touch John Lewis Broadband. Not worth the hassle to save £1-£5 on an even half decent service. Unless you're specifically looking for unapologetically useless broadband - then go ahead
- Location
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- Location
- Oxfordshire
- Reviewing
- John Lewis Broadband
- Date
- 2016-03-04
- Comments
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Maybe we all have something in common? Complete deception. I left BT at the point of going to the ombudsman Until bt finally admitted liability. As I was moving house I vowed never to use BT again. I therefore switched to JL and because I have trusted the JL brand for some 40 years I felt no need to read the small print - JL customer service, pricing and guarantees have always been first class. Yet JL broadband has let me down big time. Moreover my broadband stopped working completely when I refused to except the measly compensation being offered by BT for my last contract. Turns out BT owns 80% of Plusnet which operates 100% of JL broadband. I have encountered dishonesty both at BT and Plusnet masquerading as JL. nEver ar JL. JL needs to compensates us if JL Broadband won't . Finally it seems likely that BT and Plusnet have a blacklist for what they perceive as difficult customers. It would not surprise me if they could cut off broadband connection out of spite so that as is happening to me now, I am forced to consider going back to BT and paying £175 of breakage costs for a contract for a service that has been shockingly useless.
- Location
-
- 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
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- Location
- Hove
- Reviewing
- John Lewis Broadband
- Date
- 2018-10-19
- Comments
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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
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.