John Lewis broadband

Supatramp

What is peoples' experience of John Lewis broadband/phone service? And will I notice a huge difference between the 36mb and the approximate 48mb I currently get with BT?


Obviously, I'm looking around in light of the BT price increase. They're £27 odd including anytime calls, against the best I've been offered by BT at £33/34.

Inner_Zone

Resold Plusnet. Check their website as earlier today they were cheaper before cashback.

brewthebear

just signed to now tv broadband the date for connection was two weeks before end bt contract.

I thought ok then got a email from bt charging 80 odd quid rang then and they said I was still in contract albeit 2 weeks.

I cancelled now broadband and then got an email from Bt offering 19.99 month fibre high speed for 18 months much better than the £35 i have been paying so staying with them try it

JJ_Egan

Supatramp wrote: »

What is peoples' experience of John Lewis broadband/phone service?



Some users say JL do not get involved with any BB problems themselves .


32> 48 mb really depends upon use.
Multiple connections you may notice but web browsing and TV should be no problem .

Lrain100

Wouldn't touch them with a bargepole if I were you. I went with JL as their customer service and reputation is usually good but their BB is exceptionally bad. Constant drop outs, no internet connection at all on regular occasions. In the last 12 hours I have had at least 7 drop outs so constant loss of internet and unable to watch a film. Have complained many times but to no avail. Lots of complaints on Trustpilot and Broadband review. Ofcom next. Avoid.

Horatiojohn

I wish I'd read the posts on this board before I signed up for John Lewis Broadband. I've experienced many of the same issues highlighted here and in other posts. After 3 weeks of no internet, I cancelled the contract and submitted a lengthy and detailed complaint. They are now trying to charge me for the unused portion of the contract.

I chose them because they came up as the cheapest. In future I'm going to bite the bullet and pay a bit more for a reasonable service. One word - Avoid!

sheffieldeagle

Horatiojohn wrote: »

I wish I'd read the posts on this board before I signed up for John Lewis Broadband. I've experienced many of the same issues highlighted here and in other posts. After 3 weeks of no internet, I cancelled the contract and submitted a lengthy and detailed complaint. They are now trying to charge me for the unused portion of the contract.

I chose them because they came up as the cheapest. In future I'm going to bite the bullet and pay a bit more for a reasonable service. One word - Avoid!

Can I ask have you used PlusNet in the past?
I'm a little confused as to why there seems to be quite a few bad experiences with JL Broadband even though it's supplied by PlusNet who consistently appear at the top of the customer service charts.
I was going to keep JL in mind for my next switch but now I'm a little unsure.


Cheers

Horatiojohn

sheffieldeagle wrote: »

Can I ask have you used PlusNet in the past?
I'm a little confused as to why there seems to be quite a few bad experiences with JL Broadband even though it's supplied by PlusNet who consistently appear at the top of the customer service charts.
I was going to keep JL in mind for my next switch but now I'm a little unsure.


Cheers

I've not used Plusnet in the past. Knowing that JL is provided by Plusnet, I have to admit that I am a little surprised to see Plusnet do so well. Although there are some fairly negative posts about Plusnet on these boards too. I've outlined the issues in a little more detail in a separate thread as I didn't want to hijack this one.

I'm not an expert on these things but it may be to do with prioritising traffic (and calls) and how much they are trying to push down the same line. My provider before JL was Sky and I had very few issues with them. I am now with Vodafone and have no complaints (touch wood). During one call, the adviser basically admitted to me that Sky pay Openreach more for their service so I wouldn't receive the same level I had come to expect with my previous provider!

Happy to expand more but my advice would be to go elsewhere. this may be one of those occasions where it is worth paying a little more for the better service.



Forum will not let me post a link to my other thread. It is on this board, titled "More problems with John Lewis Broadband".

Kittyhawk75

Changed to JL beginning of October, had to ring them on day of change as broadband not activated which to be fair they did while on phone to them. Steadily gone down hill, lost internet connection quite a few times, incorrect billing, poor customer care, waiting on phone for long time, poor and contradictory info given on billing, are undercharging at present and say is because wifi component 'not come over onto bill' and as not my fault will not be charged then said when it is fixed can set up payment plan! Have emailed them (no response), phoned them, done online chat and got nowhere. Also they used old email address which I had changed 2 weeks previously. I wished had never changed, would advise anyone to avoid like the plague.

Supatramp

I'm so so glad I stayed with BT, John Lewis seems like a right nightmare!


After 2 phone calls, I managed to haggle them down to a price £5 less than I'd been paying before the price increase!!!


Sorted and happy.:j

J_B

Lrain100 wrote: »

Wouldn't touch them with a bargepole if I were you. I went with JL as their customer service and reputation is usually good but their BB is exceptionally bad. Constant drop outs, no internet connection at all on regular occasions. In the last 12 hours I have had at least 7 drop outs so constant loss of internet and unable to watch a film. Have complained many times but to no avail. Lots of complaints on Trustpilot and Broadband review. Ofcom next. Avoid.

Horatiojohn wrote: »

I wish I'd read the posts on this board before I signed up for John Lewis Broadband. I've experienced many of the same issues highlighted here and in other posts. After 3 weeks of no internet, I cancelled the contract and submitted a lengthy and detailed complaint. They are now trying to charge me for the unused portion of the contract.

I chose them because they came up as the cheapest. In future I'm going to bite the bullet and pay a bit more for a reasonable service. One word - Avoid!

sheffieldeagle wrote: »

Can I ask have you used PlusNet in the past?
I'm a little confused as to why there seems to be quite a few bad experiences with JL Broadband even though it's supplied by PlusNet who consistently appear at the top of the customer service charts.
I was going to keep JL in mind for my next switch but now I'm a little unsure.

Just our experiences with JLBB ...

The initial issues were documented here
https://forums.moneysavingexpert.com/discussion/5856061/router-keeps-losing-internet-connection


After the BB engineer had been three times and the connection was still dropping, I decided to sign up with https://www.airband.co.uk/
After their initial teething troubles ..... dare i say it's been a good connection giving us 30 Mbps instead of 2.8!!


I asked JLBB to credit me with three months rental (the length of time the recent fault had been running) plus one month as recompense and that they disconnect their service asap without any early termination fees ...

They agreed to everything without question :T


I wonder if the folks at Plusnet are reluctant resellers of JLBB and so don't give it the attention that the JL name has had a reputation for in retail .........


:cool: