John Lewis Broadband drop out

Lrain100 · 15 August 2018 at 6:04PM

Has anyone used John Lewis broadband and had constant problem with internet access?

I changed to them 3 months ago and have had constant issues with router not working, internet speeds ranging from 2 - 12 then down to 2 again, and continual drop outs. I have spoken to customer service numerous times but I'm getting nowhere. They say they will check my line and to do a test on the test socket but nothing changes, it's still an issue with drop out. Lost count of the number of times I've called them now! All they say is an engineer needs to call to check my line but everything was fine with the last provider.

Just asked if they would wave the cancellation charges as the service is so poor, awaiting reply with baited breath.

JJ_Egan · 15 August 2018 at 6:29PM

Dropout router not working .
Is it the router going off if so check all cable connections .
Or is it WiFi thats dropping ??

If an engineer calls and the problem is internal/ your fault then their could be a £130 call out charge .

Lrain100 · 15 August 2018 at 7:06PM

No it's definitely only the wifi, I can see it go off on the router, then it comes back on again and off etc. I looked at Trustpilot and there's a number of people who have the same issue with JL broadband. There always an issue at 3pm and again late at night.

JJ_Egan · 16 August 2018 at 8:47AM

So BB works and only the WiFi drops .

macman · 16 August 2018 at 8:55AM

You can very easily run your own test from the test socket, did the Plusnet agent not ask you to do this?
If it's a line issue, then changing provider will make no difference.