I stupidly took out broadband with JL based on their excellent reputation. Big Mistake. Broadband went down nearly every day, customer service never reply to your emails and on the phone they just didn't care. Finally after billing me monthly for the first 3 months, they stopped (I didn't realise) and now this month I am being billed £140 for their mistake.
At last my year is up and I can finally leave them.
Review by Kaliyah1 month ago
Is there a minus rating available?
DO NOT be fooled! This is not John Lewis which is why it's so awful - they're piggy-backing off Plusnet and are, clearly, in their thrall.
I signed up, including the DD last year.
Had Plusnet for mobile and problems so severe I had to get the ombudsman to intervene - even then it was a struggle to achieve a settlement.
Plusnet then tried to take a direct debit in John Lewis' name. I contacted John Lewis, and they, not I stopped the DD.
Nothing until 1st anniversary of contract, then an unexplained bill.
Went into my account 2/12 bills for the whole of the year!
I now have a restriction on my service i.e. no wifi for querying and referring the matter to the ombudsman again as a deadlock letter has already been issued.
John Lewis are refusing to accept it has issued this and have the dispute settled.
I am a disabled person, and struggle to use the phone John Lewis knows this.
But they have silenced me unless I use a data plan I have instead.
John Lewis association with Plusnet means it is a company that's heading for moral bancruptcy and could not care less.
So folks - particularly if you're a vulnerable person, go elsewhere and don't let their disgraceful conduct harm you too... :-(
Review by Bahawal Civitico1 month ago
I have used JL for a few years. While the connection was nothing to write home about, it perfectly suited my needs and I never had issues with a dropped connection etc - plus it was cheaper than other networks so no complaints!
Customer service was incredible. I had a small issue setting up the password and a lovely lady spent a long time with me over the phone going through the steps.
When I cancelled because of moving house, they did so immediately with a short phone call, No questions asked and no extra charges. Fantastic!
Review by Detaj1 month ago
Beyond appalling. Taking out a BB package with John Lewis Broadband was the biggest mistake we have made with utilities in many years. The most deplorable customer service ever received and sad to say they are untruthful and cannot be trusted.
Review by Shalaka1 month ago
A couple of their customer service staff were brilliant.
Sadly that is vastly outweighed by the majority who are unpleasant and/or incompetent at dealing with any service problems (of which I had several).
The first problem was that the transfer to their service did not happen before midnight on the stated date. This left me without a phone line. Contacted them, but they were were oblivious to this fact.
From that point onwards the service only got worse...
Fortunately they put their prices up so I could escape the contract.
Review by NRead1 month ago
Switched from Sky to JL broadband. Since then I have had intermittent no boradband, no phone at all and speeds of up to 2.9mbps! They even changed my phone number depite my requesting to keep in. To resolve the issue they say it will take 5 daus to get an engineer to me and will bill me! Dont bother with them. I'd be better off with a dial up modem on an anologue line.
Review by Tamica1 month ago
Switched from Sky to JL broadband. Since then I have had intermittent no broadband, no phone at all and speeds of up to 2.9mbps! They even changed my phone number depite my requesting to keep in. To resolve the issue they say it will take 5 days to get an engineer to me and will bill me! Dont bother with them. I'd be better off with a dial up modem on an anologue line.
Just to update:- engineer came, seemed clueless but fixed the issue (he seemed very surpised when he did!). 3 days later no broadband or phone again and have bene advised my old phone number has been lost for good. Meanwhile my techi home is falling apart as we have no internet and the kids cant even do their homework (as most is online and we have no mobile signal in our town). Joy of joys a high tech hworld is!
Review by Salita1 month ago
Terrible!!! I have alot of smart devices and wifi enabled devices in my home , which worked absolutely fine prior to my switch over to JL Broadband. On setting up the first day, I had problems connecting to multiple devices. I searched the internet and found that the router was Substandard, so i phoned support helpline and was told to change channels on router, didn't work, so rang back and was told it was a problem with faceplate on master.socket so changed that still no resolution! Phoned back and went through all the rubbish again. Told them ot WAS THE ROUTER they said that was the only router that they supplied but would replace it. New (same type) one arrived, tried it, still would not connect to multiple devices. So I bought a new router and guess what. All working.
Would give them a minus star review if i could. Router is not fit for purpose! And being fobbed off is not acceptable!
Review by Venk1 month ago
John Lewis Broadband well what a joke
I transferred to another provider who took care of everything for me I then received a email threatening me with dept collection agency if I didn't pay £2.56 I tried to pay this with my card and was told they couldn't take the payment After about half an hour on the phone they said it was because my account had been closed I was asked to call back in 24 hrs but noticed they don't open for payments at weekends so now I have to wait till Monday to try again to pay £2.56 Thier customer service is horrendous None of them seem to know what they are doing They can be abnoxious and unhelpful hence the reason for my termination with them I am disgusted I would recommend that people avoid at all costs
Review by IIeshar1 month ago
We had an overpriced monthly bill and a very poor service from BT so we decided to switch our provider at the end of the contract. We looked around and John Lewis offered first and foremost its appreciated name and reputation, average monthly cost as well as a free Google Home Hub with the subscription.
So first things first let me address the Google Home Hub. It is rubbish, it does work for the first 36 hours and then your voice is never recognised. It will made you feel extremely frustrated by attempting to get your commands understood and, in the end, you will give up because it is pointless.
It is now just over a month with John Lewis Broadband and we already have experienced two faults in the Essex area. The second one was resolved today after 5 days without internet and home phone line. We reported it immediately and they sent an engineer out only today and guess what? The nice engineer walked in our house with a BT tools box and it was sent through "Openreach". I asked him and he confirmed that he is from BT.
How deceiving is that? You try to run away from BT and you are actually push back into it by a side door with a "John Lewis" sign on top of it.
It is actually a shame that this company, beloved and valued, is going through this direction. Becoming like the rest of the world a front to cover injustice, personal gains and low quality.
We are now stuck with this contract for 11 extra months and, by reading the reviews, we are not the only ones. Regretfully I should have checked the reviews before signing on.
STAY CLEAR from them.
Review by Gartz Shipsey1 month ago
Unable to streamline any of the online services like Netflix, Prime, Now TV. Wifi goes down daily. Poor customer service, can't resolve the issue. I now must stay with them for the duration of 12 month contract unless I want to pay for charges. No idea what I'm paying for as they are unable to provide internet! Ridiculous and appalling. They should be sued!
Review by Sherriden2 months ago
JL is a department store, not a broadband provider. Only sign up if you are nostalgic for a dial-up internet of early 1990s. JL Broadband's own website has been down for the past five days, and nobody does anything about it because they do not have a clue what to do. The only thing they know well is to send payment reminders to you. Try contacting them. Absolutely useless. If website does not work, phone calls are not answered how are you supposed to pay your bill. They even have my card registered with them, still cannot take the payment off the card. JL may be brilliant as a department store but absolutely stinking rubbish as a broadband broker/provider. Avoid at any cost! It is a shame that I am having to give them one star just to be able to post this review. The actual rating would have been five tiers below zero.
Review by Khandis2 months ago
Overcharged and refund took months to be sorted.
I was told there would be a compensation offering one refund came.through but then received email to say this would not be happening.
Terrible customer service ... avoid at all costs.
Review by Diariatou2 months ago
Was looking at jl broadband I see they use plusnet maybe this is the problem wont be using either
Review by Dunia Fabling2 months ago
Service seems ok so far had it for around 8 months and all good, only niggle is they want to charge £65 to move house or sign another 12 month agreement.
Review by KelliSmith Motsko2 months ago
Worst company to deal with! Signed up, broadband started and my line was receiving 0.3mbps when my minimum guaranteed was 3mbps and I should have been getting 10-19mbps in my area. Despite numerous phone calls when I could never get through, I went through the technical line and ‘flagged’ the issues. Was given a ridiculous amount of instructions that I was told to do to fix my line! Where are your engineers??? I’m paying for a service that I have to fix myself?!?!
Cancelled it straight away and went to BT, plugged the hub in and worked straight away!!! Now 10 months later, I get sent an email stating they were unable to process my final bill due to a technical error (shock horror) and now I owe them £100 for cancelling something that didn’t work! Spend 10 minutes on the phone before the boy on the phone could even find my account due to the fact he did not know how to spell my surname (Heaven!!!) to then be told that it is an early cancellation charge because I left and did not give them the chance to fix the problem. There was no problem with the line as BT worked straight away, only a problem with John Lewis Services. Absolutely shambolic so avoid at all costs!
Review by Delouis2 months ago
Switched to them from Vodafone a week or two ago and they've been fine. Router was easy to set up and has-so far-been working well for internet, streaming and heavy use teenagers. Bit scared after reading all the negative reviews on here, but I'm happy with them so far.
Update: the 14 day "settling in" period they warned me about (to do with the service dropping in and out as the service is tested at the exchange)has now passed and I'm getting stable speeds of 38mbs which is faster and cheaper than I had with Vodafone. Haven't had my Google Home Hub yet, but emailed them to ask about it and received a reply straight away advising it can take up to 60 days whic, to be fair, it said clearly when I signed up.
Review by TMaz Erkhart2 months ago
Misleading installation date and awful customer service.
The website tells you your "provisional installation date" is going to be in a few days, which is great when you need internet urgently. However, I then received an email to say that the installation has been moved to two weeks after that.
Customer service advisor tried to argue with me, rather than offering a solution. And refund is now going to take 10 working days....
Awful service, I do not recommend.
Review by Mossbrow2 months ago
Awful awful awful.
When switching 8 months ago. I saw ‘John Lewis’ and thought, stupidly, ‘quality!’
Since then I’ve been counting down the days to the end of the contract. Constantly cuts out - everyday.
When contacting customer service there ‘records’ showed it hadn’t ever cut out and was running at higher speeds than had been estimated. Absolute rubbish. They then gave me an email that only a technician could follow suggesting fixes.
DO NOT TOUCH.
My view of John Lewis as a company has completely changed. They are after the quick buck - put their name to an internet service and wait for the profits on the back of there ‘name’.
Review by Zhangyue Biares2 months ago
Really slow internet Connection and worst customer service I have ever experienced.
I signed my contract with John Lewis Broadband in April 2019 and since then is being a non stop phone calls and emails to customer service team to sort out issues committed by them.
I have been forced to pay their errors otherwise, fees for no compling with their "policies" were extra bills for me. They do not mind their customers and they are unable to assume their errors.
I would not recommend this company to anybody as it is waste of your time and patience for a really crap of connexion. Definitely, it is no worth it. I will cancel my contract at then end of my term.
Review by Jggg2 months ago
Had it a month now the price is increasing. What a con. I cant wait to get this term finished and I will be off. BE WARNED THE LOW HEAD LINE PRICE IS A CON AND YOU WILL BE TRAPPED IN A CONTRACT.
Review by Yavneh2 months ago
My previous broadband supplier was BT and for 18 months it was a constant struggle to get a good service free from drop-outs, etc. In the lead up to the contract ending, I did some research and came across John Lewis broadband who were offering their broadband service for half of what I was paying BT. I read a lot of the reviews, which to be honest were really bad. Something told me to give them a try because I could always cancel within the cooling-off period.
During installation, there were some problems and an Engineer's visit had to be arranged to try and get everything up and running. It turns out there was a problem at the exchange which they finally managed to resolve and no cost to me.
The important part I wish to point out is John Lewis customer service department have been extremely receptive and helpful, whether that be during a phone call or sending an email. To be honest, I have been extremely impressed and I feel John Lewis deserve a more positive review.
Finally, the broadband service has so far excelled that of BT. Suffice to say I am a happy customer.
Thank you John Lewis and their helpful staff 😊
Review by Ernisa Nameche3 months ago
Never Never use this fradulant company for your broadband or you will be sorry.
If i could give a -0 i would for 12 months they have never give me the downlad speed as promised even with their so-called fibre broadband promised as always a minimum of 30mbs download speed mine never reached above 12mbs why should i pay for a service which has never been delivered as promised. I am intitled to a full refund i have contacted ofcom/ombudsman to raise this complaint today. see waht happens.
Review by TechHash3 months ago
I have been with John Lewis Broadband + landline for almost one year therefore feel I can give a fair review.
John Lewis Broadband uses Plusnet and in 10 months I have only called customer support once as the internet went down. The customer support were brilliant and had me back on line in no time. There was no waiting for customer services to answer which is unusual these days, they answered in less than one minute. The speed is always around 10mb which is advertised for my package.
The package I have is a 12 month contract and costs £20.00 per month for 10mb broadband including line rental, evenings and weekend calls, caller I.D, 1571 answer service and 1471 last number that called.
All in all John Lewis Broadband is excellent value, there are no negatives therefore, would highly recommend them
Review by Goddard Pitorro3 months ago
John Lewis Partnership are now putting lives at risk! Today the so called switch over was supposed to take place. Needless to say my elderly mother has been left with out any form of communication and therefore being denied access to the emergency services by the John Lewis Partnership. Still no worries according to the helpline, if I pay them £50 they'll investigate. I implore everyone to stay away from John Lewis Broadband/Telephone