806 Customer Reviews over 21 pages
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- Location
- Devon
- Reviewing
- John Lewis Broadband
- Date
- 2019-10-09
- Comments
-
Moved from Virgin to JL. As well as everything above they actually answer the phone quickly and actually get back to you if there's a problem. So refreshing after terrible service from Virgin.
- Location
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- Location
- Wolverhampton
- Reviewing
- John Lewis Broadband
- Date
- 2019-10-15
- Comments
-
Been with JL nearly a year now and on the whole only had a couple of downtime's but i had that with BT and Sky anyway. Speeds as good as i have had with anyone, speed test around 28 - 31 mb download which is slightly better than i got with BT and Sky. I cannot get a better speed as to far from exchange so only other choice is Virgin but there reviews are even worse so think ill stay put. Overall have been happy with JL.
- Location
-
- Location
- Wessex
- Reviewing
- John Lewis Broadband
- Date
- 2013-11-19
- Comments
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After being with BT anything else seems like a relief. The great things are that there is one level of phone menu with only four options, so you get to the right person without going round in circles. Getting through is fairly quick and you get someone who speaks English that is understandable (the call centre is in Sheffield). Broadband speed is largely down to the local exchange and how far you are from it and is not within the providers control, and the reliability is actually down to BT but if there is a problem, you get John Lewis to sort it out rather than having to try to deal with the inaccessible BT engineers. Cost is the same as BT except that you get twice the download allowance (20Gb per month).
There are only two disadvantages:
1) You don't get mobile Wifi
2) When you are on hold although it isn't for ages you are forced to listen to some really terrible pop music - not what you'd expect from John Lewis. They don't play it in their stores and I don't see why you have to endure it on the phone!
- Location
-
- Location
- Eastchurch
- Reviewing
- John Lewis Broadband
- Date
- 2016-10-09
- Comments
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Hi was with BT before and when I went to John Lewis I did not see the feedback until I joined then I was a bit worried because a lot of the feedback was bad but for me I have had excellent service with no problems our family have been with Bt for 40 + years and the price just keep going up with no reduction for the loyalty so had to change I would recommend you try John Lewis
- Location
-
- Location
- London
- Reviewing
- John Lewis Broadband
- Date
- 2017-03-18
- Comments
-
After all the bad comments I was really worried by my decision to change from BT after years with them and increasing dissatisfaction. However one week in at this stage I can only say how pleased I have been with the handover process and the service so far. If anything the broadband speed seems to be a lot faster and more reliable but that may be because of an up to date router replacing the old BT one.
The actual handover was incredibly smooth. The router was delivered a few days before the actual date and the phone was transferred first thing in the morning on that date. The broadband took longer so I phoned mid afternoon just to check there were no problems. The phone was answered pretty much straightaway and I was assured by a very helpful gentleman that I would be connected by midnight - as stated in the documentation. This was the case. It was really easy to connect the new router following the clear instructions first thing the next morning and I then breathed a big sigh of relief. So far so good with no interruptions in the service.
Neither super fast nor fibre broadband are available in my area so I can't comment on the JL delivery of those services.
I don't use JL email nor have I had my first bill so that may be an issue ahead but for the moment I am really pleased that I changed to JL. I am saving myself over £20 per month compared to what I was paying previously.
- Location
-
- Location
- BIRMIGNHAM
- Reviewing
- John Lewis Broadband
- Date
- 2017-09-29
- Comments
-
Hello..I have been with JL broadband now since May 17 changing over from sky and I have to say I am really happy with it..being someone who has used the internet since dial up days I knew exactly what I was looking for ..knew of foreseeable problems that could and can occur..The only thing I would say is how I pay for it..I like to know when the payment date is due that I can go online and pay which I can but only on that specific day I would like to be able to pay beforehand if I want to..and my internet not be restricted on the same day that payment is due and the day lasts up to 12.00 midnight..but other than that ..a good service.. :)
- Location
-
- Location
- Farnham
- Reviewing
- John Lewis Broadband
- Date
- 2018-01-08
- Comments
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I've been on the John Lewis Fibre Extra package (76Mbps) for little over a year now. The only fault in that time was at the beginning when I wasn't getting the speed I had expected (fast, but not fast enough). It took a couple of visits from an engineer to address the issue, but John Lewis didn't give up in their attempt to deliver the maximum possible speed for me. English speaking staff, regular online status updates and prompt action (as opposed to other broadband providers I've been with) put John Lewis out on top.
Apart from the little hiccup at the beginning, the speed has been consistent throughout the year and I've had no unexpected drops in my connection.
Good customer service is a must for me and I'm willing to pay a little extra to get it - shall be renewing my contract today.
- Location
-
- 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
- shropshire
- Reviewing
- John Lewis Broadband
- Date
- 2018-10-17
- Comments
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Having seen some of the reviews, I wonder whether the people are dealing the same company. Apart from some delays in getting through on the phone, I found customer service excellent, very helpful and problems sorted very quickly with ringbacks and really useful information
- Location
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- Location
- Norfolk
- Reviewing
- John Lewis Broadband
- Date
- 2017-01-09
- Comments
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Switched December, lost DSL service. Kept cool BT Openreach problem. JL limited in what they can do, I understood customer service and tech support depend on Openreach to sort all issues. Took a week for Openreach to send engineer, fixed within hour cause was Openreach fudging wiring in Exchange. Not happy with just refund for lost service as this was not a fault but human error by BT! JL agreed, and credited account to compensate for loss of services eg streaming TV\sky on demand, Xbox and mobile data used while down. Staff polite and as helpful as they can be understanding they cannot fix issues of BT Openreaches causing. I get full 8.1mb sec from DSL, can't offer fair comment on reliability but assume as good as BT wholesale in general.
- Location
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- Location
- Rural Wiltshire
- Reviewing
- John Lewis Broadband
- Date
- 2017-09-05
- Comments
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Easy internet order. Router arrived in good time. Landline phone line switch seamless. Broadband transfer worked as it said it would within 15 mins at 0800. Speed on day 1 slightly slower than BT it replaced, router has equal coverage if not slightly better. Basic cost (70% of BT after intro deal ends) which was the top, mobile calls inclusive package will save bundles. Well worth it so far.
- Location
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- Location
- KENT
- Reviewing
- John Lewis Broadband
- Date
- 2017-09-06
- Comments
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All, I have read most of the negative reviews stating some real challenges and it must be frustrating. However my experience has been the complete opposite. Signed up, new router arrived or be it broken and new one sent straight out and the service for me has been really good. Just as fast when measured compared to my old SKY and BT accounts. I also signed up and got a STATIC IP for £5 not too bad.. Enjoying the service and speed. PS the ZyXEL Router (WITH THE LATEST FIRMWARE) Actually outperforms my old SmartHub on 5G :) Nice
- Location
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- Location
- West London
- Reviewing
- John Lewis Broadband
- Date
- 2020-04-20
- Comments
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Had a few minor glitches when we first joined, but had been notified that this might happen at switchover from our previous provider. Since then a good service, no problems at all. And I think Customer Service has been fine. I have only had to ring them twice all year and they were helpful and courteous. Don’t do gaming or anything very high tech so would say strength of broadband suits us OK.
- Location
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- Location
- Hastings
- Reviewing
- John Lewis Broadband
- Date
- 2020-12-15
- Comments
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I do like john lewis broadband I have the fiber broadband package , i have seen so much negative reviews its not funny,
So I decided to leave a modest review
First of all when my package started with john lewis broadband the contacted me via text kept me informed when my server has gone live, payed my bills no problem , the connection is ultra reliable and a good speed for gaming , minimal jitter and lag,
However just today Billing information had got muddled, When they direct debit your account it doesnt say John Lewis Broaband it says john-(whatever)
Which made me worry , But they have a good team and resolving the issue within 48 hours , So far at the moment I am very happy with John lewis broadband, they just need to fix there billing system so when direct debited it does say JOHN LEWIS BROADBAND (accno) and then would be no problem
- Location
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- Location
- Haslemere
- Reviewing
- John Lewis Broadband
- Date
- 2019-03-25
- Comments
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Signed up for John Lewis broadband as price was competitive, then read reviews and was filled with some doubt, but I am now up and running for a week and have nothing but positive feedback. I called the Helpdesk with questions and the phone was answered instantly. Router set up was simple. Live set up occurred as promised. Communications always clear and timely and even a phone call today, just to check up everything was good. Line speed pretty much as promised. 5* at this moment, long may that last, and no regrets about moving my business to John Lewis.
- Location
-
- Location
- Wiltshire
- Reviewing
- John Lewis Broadband
- Date
- 2018-09-18
- Comments
-
Quick review. Generally these who are happy with a service don't come to a website like this, but only those who are unhappy. We've been with JLB for about 6 months now, after many expensive years with BT. Should have done it years ago! A very positive exoerience. Thanks.
- Location
-
- Location
- Lincoln
- Reviewing
- John Lewis Broadband
- Date
- 2017-06-23
- Comments
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I changed from Plusnet to John Lewis, so it's effectively the same internet provider. I had doubts because of the bad reviews, but most of the issues I've had have been minor and temporary.
I don't know why they ask you to choose a changeover date, because that passed with no explanation of why there was a delay, just an apology for the delay. Then I got emails and texts out of the blue to say my service had switched.
So far, 2-3 weeks in, I'm fully switched and consistently connected and my speed is slightly faster than I had before with Plusnet.
The issues I had were with billing, the switch date and contradictory emails. I was billed for the first month despite having already paid for it upfront, and they took the payment out of my bank (to be refunded later) rather than cancelling the bill. JL really need to sort that out as it seems to be a known issue. I was also sent emails/texts saying both that my home phone had successfully switched and that my home phone was due to switch in 2 weeks. I already mentioned the switch date delay.
I am pleased that my service is better than the reviews give a picture of -- though the service could vary for others depending on lots of factors.
As it is now, I'm happy with it. The speed is faster than what they actually offered me, the customer service (online) has been ok, it's been reliable so far. And it's cheaper than Plusnet but with more features (free caller display and evening and weekend calls included). As long as it carries on like this, I'll be pleased with my choice of provider.
- Location
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- Location
- Leicestershire
- Reviewing
- John Lewis Broadband
- Date
- 2018-10-02
- Comments
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Given the low ratings for all major providers on here you would probably never switch from a problem free provider no matter how much they put up prices if you only read the bad reviews on here.
My experience of JL fibre ISP. Worked without a hitch with my high end ASUS router when changing the basic connection address and password. within a week easily hitting well above (75 MPS) minmimum speed (40MPS) even using a 128 bit VPN tunnel from the router client VPN setup.
8000 Avios did not track within 5 days (thats an Avios issue not limited to JL) but a quick email to Avios to add manual track and the 8000 Avios arrived on time. 8000 Avios should easily be able to be redeemed at 1p per Avios so 8000 Avios worth a minimum of £80.
£75 John Lewis Voucher arrived with stated timescale. Check.
overall very happy with JL broadband.
- Location
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- Location
- North Yorkshire
- Reviewing
- John Lewis Broadband
- Date
- 2017-12-22
- Comments
-
Ordered John Lewis after BT put their prices up. Can’t fault the service, couldn’t connect at first but a quick call to their Helpdesk and it was quickly sorted.
- Location
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- Location
- Kent
- Reviewing
- John Lewis Broadband
- Date
- 2017-11-10
- Comments
-
I have been with Greenbee/WaitroseI/ John Lewis 10 years or so. I have always had excellent help over the phone .I had never looked at the reviews before but will no longer try to persuade my husband to change from his BT to John Lewis I would never hear the end of it if he had those problems.
- Location
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- Location
- London
- Reviewing
- John Lewis Broadband
- Date
- 2018-04-29
- Comments
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The line has not changed since I switched from BT. The issue was and maybe for a lot of people dissatisfied with the service, the cheap router provided. It's single band, unable to do 5GHz, means that it is reliant on a very congested set of channels. This is particularly problematic in built up areas. If you're having issues, then try a WiFi analyser and see the quality of the channels in your area. My dropping off of connections and the irractic speed were solved by investing in a modern mesh router. I am now getting the same speeds I got with BT. The BT home device is a top end router and you will suffer changing to a budget router. The cost of my new router has definitely dented the savings I got from switching from BT.
- Location
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- Location
- King's Lynn
- Reviewing
- John Lewis Broadband
- Date
- 2018-01-26
- Comments
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Left BT after years of shocking service and Internet speeds that gradually dwindled from 15 to 8 megs. This I was informed was normal operating levels for my line by BT. Despite two years of operating at 15 megs?
As a new customer to JLB very patient and accessible (and understandable!!) Customer Services. THREE engineers visits later 18 meg broadband returned.
Thank You John Lewis Broadband!
- Location
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- Location
- South Wales
- Reviewing
- John Lewis Broadband
- Date
- 2016-11-12
- Comments
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I live 6.5 miles from the Exchange. Previously my speeds were 1.5mb. Now I get 35-36mb, with the lowest speed ever being 33mb. Good stable connections. My old ISP cut the connection at Noon, but JL didn't put the phones/internet back on until 10 pm. This is probably due to Openreach not JL, but expect a loss of phone service for most of the day. Very happy to have changed over to John Lewis.
- Location
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- Location
- Worcester
- Reviewing
- John Lewis Broadband
- Date
- 2018-05-23
- Comments
-
Changed from BT after too many drop offs and slow speeds and have been extremely pleased. After a slight hiccup on speed customer services were extremely helpful and no problems since.
- Location
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- Location
- Devon
- Reviewing
- John Lewis Broadband
- Date
- 2017-11-16
- Comments
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I do not usually complete reviews for products or services but this time I feel that I need too. I had not seen the reviews on this site when I ordered the product 2 months ago and when I did I became quite nervous about what service I was going to receive as it appears many people have had issues which I know is very frustrating as I had no end of problems with BT. The service I have received however has been great. The router arrived when it was supposed to, on changeover day I did have to phone the helpdesk as one of the lights did not go out, but I did not have to wait long and it was sorted within a couple of minutes. We live in a rural location so the speed is never going to be great but it is faster than what we were getting with BT. I have also just had an issue with the phone line due to work that Openreach were doing but John Lewis have dealt with it in a timely manner and kept me updated on progress. Overall I am very happy with the product and service received to-date.
- Location
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- Location
- Burton-on-Trent
- Reviewing
- John Lewis Broadband
- Date
- 2017-12-05
- Comments
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It would seem that most people have had problems, Although there have been problems it makes agreat deal of difference when the operators speak clear english and are very helpful. The speed is slightly lower than bt but it is consistant where bt used to drop considerably. All in all I am well satisfied
- Location
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- Location
- Whitby
- Reviewing
- John Lewis Broadband
- Date
- 2021-10-27
- Comments
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Only had John Lewis broadband for short time but saved over £20 a month moving from BT. Easiest setup ever just plugged in and ready to go. Same broadband speed as BT, we are in a near dead zone and they have matched BT’s 11mbps. Just waiting to receive my £45 voucher. All in all, so far so good.
- Location
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- Location
- Sanquhar
- Reviewing
- John Lewis Broadband
- Date
- 2017-12-26
- Comments
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Switched over from BT due to BT price hikes. On the switch over day was left without broadband, but on phoning the following morning it was quickly sorted out. Also unfortunately the router didn't arrive until the day after that. Once all connected its been fine, the supplied router connected at a higher speed than the old BT HomeHub4, now connected at a better speed than I have had for 6 years. If they'd made a better start I would have been entirely happy.
- Location
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- Location
- Essex
- Reviewing
- John Lewis Broadband
- Date
- 2018-01-06
- Comments
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Left BT after recent price hikes. JL broadband was half the price and despite many less than average reviews I plumped to switch. BT connection speeds were woeful and the customer service poor. What did we have to lose? If it was just as slow at least we wouldn't be paying £34 a month.
Customer service was excellent all throughout setup. Speed is now twice that of previous BT connection. Very, very pleased.
Downsides: we didn't get the router delivered on time as it wasn't despatched until I phoned to see what the issue was. Waited 5 minutes before speaking to the UK based call centre who sorted everything out quickly. Other than that- top notch.
- Location
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- Location
- Edinburgh
- Reviewing
- John Lewis Broadband
- Date
- 2019-12-24
- Comments
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Unlike many of the reviewers here, I have only praise for JL Broadband. I have been with them for a number of years and have found them generally perfectly satisfactory. My experience this week has renewed my confidence in them. We have a landline and OpenReach replaced the junction box as a prelude to laying fibre cable. In doing do they misconnected the wires, cut off my next door neighbour and put a higher voltage down our line - which burnt out my router. Once the customer service people had established that it was irreparable (which took a while) and couldn't be re-configured, they ordered me up a new router as a matter of urgency and it arrived in three days on Christmas Eve. I have an especial plaudit for Ben, who was a model of speed, clarity and courtesy.
My only grumble is that their "introductory" offer of £20 only lasts 6 months and you have to phone up and complain that it has gone up to £27 - though admittedly they then do, without argument, put you back onto the cheap rate for another 6 months. However, this nonsense is widespread throughout the industry.
- Location
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- 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
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- Location
- Plymouth
- Reviewing
- John Lewis Broadband
- Date
- 2020-06-03
- Comments
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Never had any issues with speed or connection. Got a free google home mini for joining. Some small issues setting up due to disconnect in processes: open reach don’t leave until it is working, but JL said they don’t activate until they’ve left and marked it done. Called up JL and got open reach to speak to them. They raised the price a few pounds after around 6 months which was annoying. And it gives you the option to change payment details online but it didn’t work so I connected JL and they said it can’t be done online.
- Location
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- Location
- Braintree Essex
- Reviewing
- John Lewis Broadband
- Date
- 2018-11-12
- Comments
-
After an initial hiccup seems due to a high demand was passed through a number of different departments having to give security details each time, hence the 3 stars. However when I was through to the correct department the operator at the other end stayed with me until everything was up and running. Brilliant service really impressed.
- Location
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- Location
- London
- Reviewing
- John Lewis Broadband
- Date
- 2018-10-19
- Comments
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Ordered a package on Tuesday, and Broadbad was up & running by Fri! With a new router delivered inbetween.
Customer service took 20mins to get through to, but fixed the connection problem in 5mins, so very happy.
First day and speed is extremely slow, but this should improve in the next few days once line is established.
All in all, has been super smooth and highly recommend them!
- Location
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- Location
- DN213JF
- Reviewing
- John Lewis Broadband
- Date
- 2016-10-13
- Comments
-
Reasonable service but quite slow
- Location
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- Location
- Dorset
- Reviewing
- John Lewis Broadband
- Date
- 2017-02-20
- Comments
-
Been with John Lewis about 6 months. Pretty happy - speeds generally good. I have needed Customer service three or four times. Sometimes slow to answer but found helpful and reasonably knowledgeable when they do.
Surprise at number of poor reviews on here - wrt John Lewis hiding the fact that Plusnet provide the service it is clearly stated that this is the case on their website. When I signed up JL offered better deal than plusnet for me.
If you want a high quality service you simply have to pay more - try Zen internet or some such.
- Location
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- Location
- Chester
- Reviewing
- John Lewis Broadband
- Date
- 2019-04-07
- Comments
-
Don't join John Lewis broadband been with them for 8 months and have yet to be billed after30_40 calls and e mails they just keep saying we are working on it,but after8 months no fix ,not a good company.
- Location
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- Location
- Isle of Wight
- Reviewing
- John Lewis Broadband
- Date
- 2016-03-16
- Comments
-
So many negative reviews! I thought I'd add a positive one for variety. I moved from BT to JL for price reasons - JL works about about fiver a month cheaper, partly because 1571 and caller display are free, which they're not with BT. An Openreach engineer had to fit a new incoming box and modem, and hadn't done a JL one before so I had to help him work it out by finding out what to do online. Speed and reliability are merely OK, but merely OK is as good as it gets anywhere in my area. I think JL broadband is a good deal, and I like their no-nonsense straightforward approach to pricing. The latter is the only real difference I can see between getting your Plusnet broadband via JL or from Plusnet direct.
- Location
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- Location
- norfolk
- Reviewing
- John Lewis Broadband
- Date
- 2016-05-05
- Comments
-
I was with Waitrose for many years and never had a problem. Customer service was very good as was broadband speed and reliability. The change over to "Green bee" went very well and I retained my old email address and personal website URL and all has remained as good as ever it was except for Waitrose webmail which I've used for years with no problems. About a year ago I started to experience drop outs and disruption to Waitrose webmail so much so it's become virtually unusable! I recently found out after posting a complaint that John Lewis is aware of the problem
and they have now suggested I use the John Lewis webmail service? I was never informed that there are two services running and I have been tearing my hair out wondering why the old Waitrose webmail service had become so appalling! Why on earth did John Lewis not inform me and why has the old Waitrose webmail site not been closed down?
To give John Lewis their due they have been experiencing countrywide problems and their/plusnet service is undergoing a massive upgrade at present. So apart from the webmail fiasco I remain very happy with their overall service and having heard some of the horror stories about other ISP's I will remain with John Lewis.
- Location
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- Location
- London
- Reviewing
- John Lewis Broadband
- Date
- 2018-10-18
- Comments
-
I was pretty happy with JL initially. It gave me what I need from a contract despite initial set up problems due to Openreach. I switched to VDSL and have had now 2 bad experiences with customer services. They are patronising and not helpful. I;ve been using my own router as their ADSL offering didn't have 5G. Person 1 thought I had a password problem when in fact I needed to input Plusnet VDSL as the provider, which no-one told me. They changed my password; when I tried to change it my internet would not connect. I one to TP link customer services and we went though a complete reboot. Still no connection, I finally got though to JL customer services today and the young man I talked to assumed it was my password while my router is saying contact your service provider. He wasn't listening but was trying to be reassuring. I didn't want reassurance, I wanted them to check my connection. Wake up boys this is the 21st century and women know about technology. Patronising to a fault and not helpful I ordered a JL router to save my temper and sanity.
- Location
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