Has John Lewis Broadband gone out of business? Finding it impossible to get through to support

GervisLooper

They sent me a message on 20th november via my dashboard account after signing up for the £15 per month mse deal saying my line may not be suitable and they will update me when they have more info.

I have heard nothing since and having tried to reply to the ticket they created still nothing.

I have also rung the support line 3+ times and each time after being held in a queue, up to nearly 20 minutes in one case, each time the line just hangs up after that time.
I was also meant to receive the router in the post and there has been no sign of it.

The engineer is meant to come out on friday to install the line but I have no idea if I will have an internet connection. Seems like the company is a ghost ship.

It is past the 14 day money back but that should not matter if they don't deliver right? I could just get my money back and go with another company since they deliver. If BT man comes regardless on friday to install the line then I should get refunded?

I see there is an offer on for fibre for even cheaper than the cheapest broadband deals right now! but can't do anything til I find out where I stand with JLB.

Wow just saw this: https://uk.trustpilot.com/review/www.johnlewisbroadband.com

Never seen such a bad ratio! How should I proceed if no-one shows up to install the bb and I can't get through to anyone?

Neil_Jones

Hope not, its actually a white label of Plusnet, who provide all the underlying services for JL Broadband and it is Plusnet in all but name.  If JL goes, Plusnet will have gone too

The issue mentioned with the line may be the cause of the hold-up, as this will be handled by Openreach.  It may be one of those "need to make a physical visit to exchange/home before we can clarify" things.  Happens on occasion.

GervisLooper

Neil_Jones said:

Hope not, its actually a white label of Plusnet, who provide all the underlying services for JL Broadband and it is Plusnet in all but name.  If JL goes, Plusnet will have gone too

The issue mentioned with the line may be the cause of the hold-up, as this will be handled by Openreach.  It may be one of those "need to make a physical visit to exchange/home before we can clarify" things.  Happens on occasion.

That doesn't account for the support being appalling or me not having received a router yet or the gross amount of 1 star reviews.
Also it does not follow than John Lewis BB going down necessarily means plusnet goes down since they are not the same company.

Many mobile providers work through a parent company - ie superdrug mobile runs through 3 network. Just cos superdrug mobile were discontinued doesn't mean 3 would have gone down as well. The smaller company is only renting their services from the bigger one but it may just be the smaller one has internal issues not necessarily that the parent is the root of the problem. In JLB's case seems a serious problem of understaffing dealing with support/order issues.

If it is actually the exact same technical team running JLB and plusnet running the whole thing and JLB orders are just routed to plusnet then I see your point but I do not know if that is the case, is it?

Neil_Jones

GervisLooper said:

Also it does not follow than John Lewis BB going down necessarily means plusnet goes down since they are not the same company.

Please read what I wrote again.

It says on the website "John Lewis Broadband is provided by Plusnet plc.  John Lewis Broadband is a trading name of John Lewis plc, but the services are provided by Plusnet and the contract for these services is between you and Plusnet plc."

So if Plusnet was to cease to exist, JLB wouldn't either, at least not on the technological side.

Timalay

Neil_Jones said:

Hope not, its actually a white label of Plusnet, who provide all the underlying services for JL Broadband and it is Plusnet in all but name.  If JL goes, Plusnet will have gone too

The issue mentioned with the line may be the cause of the hold-up, as this will be handled by Openreach.  It may be one of those "need to make a physical visit to exchange/home before we can clarify" things.  Happens on occasion.

I seriously doubt PlusNet would just disappear, they are owned by the BT Group.  The worst-case scenario would be is it would be all swallowed up by BT Group as a whole and just become BT broadband instead.

Browntoa

I suppose it's probably something to do with that covid 19 pandemic . 

JJ_Egan

Pandemic what when where , is it not just something dreamed up by customer services ( wishitwas)

PennyForThem_2

Plusnet work well with email.  Have you tried email?

Browntoa

As far as I'm aware there is still an openreach MBORC in place ( matters beyond our reasonable control ) 

This is still impacting residential installation particularly if it needs a customer visit . Business repairs and installation take priority.

Chino

Browntoa said:

As far as I'm aware there is still an openreach MBORC in place ( matters beyond our reasonable control )

Where did you read this? There's no mention of it on Openreach's website:
https://www.openreach.com/

Browntoa

It may have finally been lifted 

There have been multiple MBORC since march . 14 day isolation has been causing continuous problems , sometimes localised .

The recent 97% yes vote for industrial action is an imminent threat to cause company wide problems