806 Customer Reviews over 21 pages
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- Location
- Oxford
- Reviewing
- John Lewis Broadband
- Date
- 2020-04-04
- Comments
-
The gorilla at the London Zoo probably knows much more about what broadband is that the clowns calling themselves John Lewis Broadband team. I have given one star as this website does not let you to leave a review without given a star rating. One star is one too many for these loosers. No customer service, no broadband, their own website does not work for bill payments. It has not been working since September 2019. Emails complaints, phone calls do not help. They just do not care because they are not intelligent enough to understand and resolve their own issues. They should be banned from calling themselver a "broadband provider" for life. John Lewis may be a good department store but they neew to put their own house in order and get rid of the so called "broadband team." They could at least start by reading reviews online.
- Location
-
- Location
- EAST SUSSEX
- Reviewing
- John Lewis Broadband
- Date
- 2018-11-09
- Comments
-
What an absolutely abysmal company this is. I am genuinely surprised they have any customers. Trying to get through is a complete and utter nightmare. I refuse to be kept hanging on the phone waiting for someone to answer my call for hours on end. John Lewis seem to think this is an acceptable way to treat their customers, well believe me it is not....HIRE MORE STAFF!! Not only that but your staff knowingly tell lies. After trying for over a week to get through on the phones and messageS being ignored I decided to cancel. Even that is not being handled properly.
If you value your time and Sanity stay away from this company. This many complaints cannot be wrong. Believe me I have learnt that lesson the hard way.
- Location
-
- Location
- Reviewing
- John Lewis Broadband
- Date
- 2015-06-26
- Comments
-
We switched to John Lewis from BT because they had a good offer on broadband and we were tempted by the fact that John Lewis won Which best buy on customer service. Ever since we switched we had nothing but trouble with customer service. The agents themselves are nice and polite over the phone, but things just don't get done. First of all it took over 2 months for a switchover, because despite us sending a mac code on time no one bothered to let us know that it didn't work until I chased them myself. Then we decided to switch from regular to Fibre broadband. Again, over the phone I was told the day the engineer was coming so I cleared the day, until I got an email, saying that the date has been confirmed for the engineer to come out and it was a different date! So that is one day wasted for me. In the meantime I received a couple of emails saying that they regret we decided to move away from John Lewis broadband, which we didn't, so I had to chase those emails up as well and turned out it was just because we were switching between different packages. Then, we finally got our Fibre broadband and all was good until the first month charge notification came through - the deal was that the first three months were free, yet I was being charged full price! Now I ring John Lewis to find out the cost of cancelling the contract, and since the service been so poorly I asked if there was any discount they could give on cancellation fee they said no.
So bottom line - think carefully before you switch to John Lewis. It's been a nightmare for us.
- Location
-
- Location
- London
- Reviewing
- John Lewis Broadband
- Date
- 2020-10-08
- Comments
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Absolutely Useless Service !!!!!!!
My broadband has been on and off for about 8 weeks now.
3 engineers have come out now so far, and still broadband not fixed.
Each time, having to wait three days for each engineer is so tiresome now.
I am not getting the service I am paying for, from John Lewis! I cannot afford the penalty charge to leave this terrible unprofessional organisation, that has caused me undue stress and upset.
Yet another appointment has been made for Monday 12/10/2020 (the fourth engineer), and I am sure that this will not help the situation. The incompetence and unprofessionalism is staggering.
Does not even deserve to be one star
- Location
-
- Location
- Northumberland
- Reviewing
- John Lewis Broadband
- Date
- 2017-11-06
- Location
-
- Location
- Exeter
- Reviewing
- John Lewis Broadband
- Date
- 2020-01-23
- Comments
-
Faster than BT and had no issues
- Location
-
- Location
- England
- Reviewing
- John Lewis Broadband
- Date
- 2020-07-29
- Comments
-
John Lewis (JL) mismanaged my account for a year, then kept wildly overcharging on each bill (not even emailing me bills, but just plonking them on an online account that I didn't realise existed), stopping my internet, etc. After months of this, I paid up for longer than needed & switched provider. But JL continued charging monthly for months, even though I'd left, & threatened me with debt collectors. After much stress, JL finally accepted there was no debt, gave miserly compensation, & promised they'd told their debt collectors to cease pursuing. But after a couple of months, the 'debt' reappeared with letter from JL saying they'd instructed PCS to collect. Suddenly being harrassed again by JL, credit rating threatened, & now PCS harrassing me also. The nightmare continues... will I ever be rid of them?
- Location
-
- Location
- London
- Reviewing
- John Lewis Broadband
- Date
- 2020-02-17
- Comments
-
Please do not take up the current offer with John Lewis which alleges to include £40 gift voucher, they never send the same and when query they say not added to your account. Their speed is terrible only joined less than 3 weeks ago. Avoid avoid avoid
- Location
-
- Location
- Ashington
- Reviewing
- John Lewis Broadband
- Date
- 2020-05-26
- Comments
-
How this company has a license to even advertise broadband is beyond me .
When I first set up my connection well in advance they couldn't even get that right. After being lied to numerous times telling me I am connected which was simply not true. When calling the so called customer services to find out why my connection hadn't happened I was just palmed of with a load of jargon of technical rubbish. Also without being rude or shouting they will just simply hang up on you when they can't give you a reasonable answer.
Thankfully out of contract with them and never to return. I would advise anyone looking for a reputable Broadband supplier never sign up with John Lewis.
- Location
-
- Location
- Sussex
- Reviewing
- John Lewis Broadband
- Date
- 2020-09-16
- Comments
-
Avoid!!! Total bunch of wastemen, seemingly unable to do a housemove,took nearly a month with no Internet, excuse after excuse,always blaming 'the system'
Ended up cancelling and going with another company and at a better price
- Location
-
- Location
- Romford
- Reviewing
- John Lewis Broadband
- Date
- 2020-08-07
- Comments
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Please do not waste your time and money on this fraud company. I placed a request on 24 July for switch and they deducted money from my account same day. Even after multiple followups, no updates at all. Customer Care experience is dreadful. After holding the line for 25 minutes I managed to connect to one CC representative. The frustrating thing was that without asking anything on the query, he transferred to another section, which in turn went to never ending background music. Quoting 2-3 query id's for reference - 204XXXX44,204XXXX21,204XXXX34
- Location
-
- Location
- London
- Reviewing
- John Lewis Broadband
- Date
- 2018-11-26
- Comments
-
Absolutely the worst Broadband I have ever had. Stopped being able to reach the end room of my small flat within 2 months, painfully slow even in the living room where the box is and customer service either don't pick up the phone or don't respond to my queries online. Completely shocking.
- Location
-
- Location
- Shetland
- Reviewing
- John Lewis Broadband
- Date
- 2019-03-08
- Comments
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Terrible customer service. Finally did the switch from BT, and regretted it almost instantly. Speed dropped from 7mbps to 0.4, cue daily phone calls to the worst CS ever! Left in my cooling off period, still trying to charge me £50.
- Location
-
- Location
- Yeovil
- Reviewing
- John Lewis Broadband
- Date
- 2017-08-21
- Comments
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Had JL/PN Broadband now for 6 months, been paying for fibre plus package £40+ per month. My speed has been dropping so called technical, just been told by 'so-called' technical that I haven't been getting what I have been paying for hence my speed is well below 40mgb and should have been 70+.
I was put through to the order dept and they say I have been on the right package 'LIARS' you have crossed the wrong bloke. John Lewis why have you aligned yourself with dodgy 'Plusnet' JL you have deceived your loyal customers, shame on you.
- Location
-
- Location
- Reviewing
- John Lewis Broadband
- Date
- 2021-01-26
- Comments
-
Absolutely awful!!!! Awful awful. Had the contract 2 months. Have not had speeds of over 0.9mpbs yet!!
AVOID AT ALL COSTS
Trust me. 1 star is too high
Absolutely sick and tired of spending an hour on hold trying to get them to sort it
- Location
-
- Location
- Cornwall
- Reviewing
- John Lewis Broadband
- Date
- 2018-09-30
- Comments
-
Had a few issues with my service from John Lewis broadband which took loads of calls and emails to sort, all of them from me as they seem incapable of contacting you back. Now that i have left they are still trying to take money from my account and emails asking for payment for a service they have stopped providing. Case has been open for 2 weeks with just comments and calls from myself. How they can call themselves John Lewis broadband is a joke, million miles away from the service you receive from the retail stores. Will never buy goods or services from them again because of this experience.
- Location
-
- Location
- Bedfordshire
- Reviewing
- John Lewis Broadband
- Date
- 2016-02-16
- Comments
-
Moved from BT to JL almost two weeks ago and still have no broadband. Lost count of the emails I've written and the hours wasted on their "technical helpline", most of which are waiting for my call to be answered (58 minutes in one case).
Seriously, if you value your sanity, do not even consider switching to John Lewis.
- Location
-
- Location
- LEICESTERSHIRE
- Reviewing
- John Lewis Broadband
- Date
- 2017-03-16
- Location
-
- Location
- Aberdeen, Scotland
- Reviewing
- John Lewis Broadband
- Date
- 2019-10-07
- Comments
-
Did not cancel contract on request and continued to charge, is a great hassle to try to recover payments and ensure account is correctly cancelled.
- Location
-
- Location
- London
- Reviewing
- John Lewis Broadband
- Date
- 2021-12-18
- Comments
-
If there’s one thin I hate it is people that don’t care when you are or,I feel hard Tom make money and paying for a service. John Lewis is an typical example of customer service that simply don’t care about their customers. It’s a shame because John Lewis scores as one of the highest in my book when it comes to providing thee best service in the retail sector. In the broadband area I can only assume they have dreadful management. Bad management always results in poor service from star.
I logged this ticket because my broadband connection kept dropping. I’ve not had a single response back. It’s now under 2Mbs so I might as well go back to the days of using modems. Even worse is they expect me to put up with this and pay fibre connectivity rates.
This is poor service at a new level and John Lewis should get out of this sector and quickly. I realise it’s down to Open Reach and there’re generally useless but an update would have been nice.
John Lewis use Plusnet for the infrastructure.
I will be moving to another provider when my contract expires. Shame on you John Lewis. I was expecting so much more
- Location
-
- Location
- London
- Reviewing
- John Lewis Broadband
- Date
- 2021-12-20
- Comments
-
Initially when I took on this supplier all was well - the speed was acceptable and service reliable. However in the last 2-3 months the company has disappeared and does not reply. Instead it has instead doubled its charges well outside the acceptable levels. The service remains the same. If you need good reliable service at reasonable price the avoid this provider. It is not even operated by John Lewis but masquerades as John Lewis.
- Location
-
- Location
- Brekshire
- Reviewing
- John Lewis Broadband
- Date
- 2018-04-28
- Comments
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First day of use absolute disaster. Automatic set up didn’t work and told to use Android phone or windows. We do not have either of these using iPhone and Apple software. Was told to download Firefox that didn’t work either. Have cancelled and will return to BT. JL has promised our deposit back. Watch this space
- Location
-
- Location
- Winchester
- Reviewing
- John Lewis Broadband
- Date
- 2017-02-22
- Comments
-
Signed up 2nd February. Heard nothing. On 15th Feb. I tried to find out what was happening. Email refused (Send but do not receive). Tried calling. Long long queue, and then given the run-around. Realised I had made a bad choice. Gave notice via their 'Ticket' system of cancellation under the Distance Selling regulations. Customer Services refused to accept the notice, saying I had to phone or post a letter. I sent a pdf letter, via the 'Ticket'. No response so far.
I have written separately to Sir Charlie Mayfield, chairman of the JLP. John Lewis is taking reputational damamage by lending their name to PlusNet plc without adequate oversight.
PlusNet is the villain here.
- Location
-
- Location
- Glasgow
- Reviewing
- John Lewis Broadband
- Date
- 2018-10-29
- Comments
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Patchy speeds, I can deal with, I've had worse. But the levels of customer (dis)service within this company is utterly disgraceful
Normally John Lewis is a great company and a name I trust, this service (provided by PlusNet) drags that name through the mud.
Utterly, utterly appalling. If you're looking for a new broadband provider, please, look elsewhere. Nobody deserves this level of shoddy service.
- Location
-
- Location
- Hove
- Reviewing
- John Lewis Broadband
- Date
- 2021-10-24
- Comments
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Didn't bother to tell me they had failed to book an engineer until I phoned on the day of the appointment. Failed to book me a new one within a reasonable timeframe so was without internet for 2 weeks upon moving house. Offered no apology or incentive when I stated I wanted to take my business elsewhere.
- Location
-
- Location
- Yorkshire
- Reviewing
- John Lewis Broadband
- Date
- 2013-06-13
- Comments
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I am in the process of migrating to JLB. I checked yesterday whether the Direct Debit had been set up on my bank account. It has, but it is in the name of PlusNet. If I had gone to PlusNet direct then I could have got a far, far better package for LESS than I am paying JLB. I think the least J.L can do is offer a 'like for like' with maybe a couple of pounds extra. I cannot really comment on the speed or reliability as yet. However, the first attempt at streaming from iPlayer was not good as I kept getting a message advising "insufficient bandwidth".
- Location
-
- Location
- Yorkshire
- Reviewing
- John Lewis Broadband
- Date
- 2013-06-13
- Comments
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An update on my previous comments: The matter has been resolved with John Lewis to my complete satisfaction. Well done John Lewis.
- Location
-
- Location
- Machynlleth
- Reviewing
- John Lewis Broadband
- Date
- 2020-01-22
- Comments
-
the speed and reliability is as good as anyone elses here. I went with john Lewis because they were the only provider who didn't charge a premium for providing a second class service to a rural area then 3 months in the price went up. Won't be remewing the contract for that alone. There were also problems with the initial installation, which to their credit they did solve promptly.
- Location
-
- Location
- London
- Reviewing
- John Lewis Broadband
- Date
- 2018-10-03
- Comments
-
I have recently transferred to JL Broadband and it has been a big mistake. I didn't receive a router and so I have ended up purchasing one myself because despite numerous attempts to contact them, including raising a formal complaint, they haven't responded. I would avoid.
- Location
-
- Location
- Edinburgh
- Reviewing
- John Lewis Broadband
- Date
- 2015-12-14
- Comments
-
Two weeks of no service, still being fobbed off with the same scripts from the call centre, and they will absolutely not send an engineer to help an 87 year old customer; no she's sent a youtube video, as if she can access that, when she isn't able to upload anything. I'm amazed J Lewis allows this level of service. I'm leaving.
- Location
-
- Location
- Devon
- Reviewing
- John Lewis Broadband
- Date
- 2022-07-08
- Comments
-
stuck with John Lewis for a year ,low speed, website that jitters so can never read bills fully, changed to new provider at end of year informed John Lewis .JL then sent email to tell me they had stopped my transfer to different provider, rang them to ask why as they had no right to do this ,put me on hold for ages, dismissive unhelpful before admitting mistake.
- 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
- Leicester
- Reviewing
- John Lewis Broadband
- Date
- 2018-04-06
- Comments
-
Without doubt absolutely the worst broadband I have ever had.Granted I am still within the 10 day start up period but it crashes regularly, it is unbelievably slow and if I try and use more than one device at the same time then they are both useless. If it doesn`t improve after the 10 day period then I will cancel.Don't go near JL broadband.
- Location
-
- Location
- Warwickshire / London
- Reviewing
- John Lewis Broadband
- Date
- 2017-02-04
- Comments
-
I have been waiting since Dec4 for my JL Broadband to be
to be moved from Warwickshire to London. It is now February 4.
First, my request was lost in their computer while zi waited unknowingly,
Then when a BT engineer came finally- John Lewis don't tell you they don't have their own engineers- the connection couldn't be completed because the exterior cable needs replacing. Which can only be done by BT!
So both JL Broadband and I have no idea when this will be completed,
5 6 7 calls to them average wait time 30 minutes. I was informed by one helpful assistant that I would be given a month's free broadband ; but the charges are still
Being withdrawn from my account!
As much as I dislike BT's monopoly I am today giving JL the sack and going with BT.
I am 72 recovering from a major brain injury , the frustration and incompetence of the above has made me ill with stress
- Location
-
- Location
- Southampton
- Reviewing
- John Lewis Broadband
- Date
- 2019-11-11
- Comments
-
Have been a John Lewis customer for many years, and thought we would switch to their broadband, having had nothing but trouble from Plus Net during the last year or so.When we had problems Plus Net were of no help at all. We were informed on Friday 8th November by John Lewis , following my phone call as to when we could expect their activation , that it was being set up during that phone call,but
here we are the following Monday 11th, to find that despite the assurance,I still could not receive or send emails, this is despite a further phone call on the Friday , when I was informed that someone would definitely call me back later that afternoon ,once the problem had been identified and sorted. This left me with the only other option,to go into Southampton into the Apple store , where they sorted my Mac book, enabling me to get mail etc. However on returning home I found that my iPhone and I pad still had the problems re emails, So I will now have to go back to the apple store Wednesday to sort it.
This lack of customer care ,I had come to expect from Plus Net ,but certainly not from John Lewis , and this sloppy service will do nothing but harm to the John Lewis name.
So my decision to switch to John Lewis broadband may have been one big mistake.
- Location
-
- Location
- Scottish Borders
- Reviewing
- John Lewis Broadband
- Date
- 2019-10-24
- Comments
-
Had I read these reviews before signing up to a John Lewis broadband and phone deal I would never have considered switching. My phone and broadband switch didn’t happen on the date quoted when I signed up - but did happen a few days later without a problem. I discovered - when I received an e-mail from relative concerned that they’d been leaving messages for me on a strange phone message system - that my switch had automatically added the 1571 answer phone system to my phone line - removing the answer machine I have on my phone. When I checked 1571, I discovered several messages from various people who’d been trying to contact me. I’d specifically checked before purchasing the JL package that this was an option I had to add myself. When I contacted JL customer services to ask that this option be removed from my phone line immediately, I received a response from customer services almost 2 weeks later advising that the 1571 service was automatically added to my phone line and could not be removed. When I quoted the relevant text about the 1571 service on the JL support pages - I had to add 1571 to my phone line if I wanted it - there was another 2 week delay in response from JL customer service, advising me that the 1571 service had now been removed from my phone line - but I needed to wait 24 hours for it to take effect. 48 hours later I still had the 1571 service. A further 10 days later, I was advised that BT open reach had to remove 1571 from the phone line and this had been requested. I finally do have the answer machine on my phone working again but am totally unimpressed with JL broadband and phone customer service and be finding another provider as soon as my contract expires.
- Location
-
- Location
- Oxford
- Reviewing
- John Lewis Broadband
- Date
- 2017-02-02
- Comments
-
Very very slow to set up broadband service. Given excuse that they were very busy at the time. If you are looking for a quick set up, then avoid John Lewis Broadband.
- Location
-
- Location
- Chester
- Reviewing
- John Lewis Broadband
- Date
- 2020-12-15
- Comments
-
This is the first Tim that I have completed a review and especially a negative one at that, however, I feel strongly that I should share my experience so others can be aware of the awful company that is John Lewis.
Firstly I joined John Lewis as I needed a faster broadband for all the zoom calls that I needed to make and believed all the hype on their website, however, as soon as I was activated the connection was awful and continually dropping out, I couldn't even download a movie on Sky TV. I contacted on a number of occasions and was continuously told many days after my complaint that my line speed was fine. But it wasn't!!!!
The there was the issue of my introduction offer, which I never received and following many many attempts to contact to chase up, just gave up in the end :-(
Then as a last ditch, failing to resolve my line speed or even get an acknowledgement of my issue I cancelled my contact (and got charged £111 for the privilege of having very poor to no service) and moved to BT internet.
Since moving it has been trouble free and super fast speed.
My advise is to avoid John Lewis.
A very unhappy customer
- Location
-
- Location
- Shropshire
- Reviewing
- John Lewis Broadband
- Date
- 2016-11-18
- Comments
-
Shame on you John Lewis call centre staff not interest in sorting problems phone line down for 14 days and still waiting for phone and internet conection Im type 1 diabetic and they asked me to email my medical records so the could log me as a priority case when I had a problem
- Location
-
- Location
- Abergavenny
- Reviewing
- John Lewis Broadband
- Date
- 2018-10-09
- Comments
-
I wish I had read these reviews before I made the switch from Sky. I keep receiving emails about “queries” I have never made, nonsensical messages and incorrect information, dates for the switch which are then cancelled and uncancelled in a seven circles of hell vortex which has turned me into a mad woman. I am now without phone and broadband which has been disconnected and appears to be beyond their ability to connect. Hours on the phone to so called customer service and now an inexplicable charge has been taken from my bank account. How could it be worse. John Lewis need to distance themselves from these third party suppliers pronto.
- Location
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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.