Can I still get out of John Lewis BB contract if past their 14 days if they do not deliver?

GervisLooper

Finding it impossible to get through to support

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.

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?

I would like to wash my hands of them now rather than get roped into a 12 monther. I initially thought the delay and queues on the phone were just covid related issues until I saw those reviews above. I would not have signed up if I read all that first!

So how would I go about cancelling it if they will not respond?

born_again

Have you tried
https://www.bt.com/broadband/availability
To see what you might be able to get?

Try the sales 0800 022 3300 line as you can normally get through on them.

GervisLooper

born_again said:

Have you tried
https://www.bt.com/broadband/availability
To see what you might be able to get?

Try the sales 0800 022 3300 line as you can normally get through on them.

My question was how to cancel the contract with john lewis not what other broadband is available.

JJ_Egan

If you just cancel then you will be without service and may need to pay fees for a new connection .

How to cancel send a letter by recorded delivery is what i would do OR start a sign up process with another ISP who handle the cancellation . Then argue later if JL charge you .

Or you could try the advice given by born_again .

GervisLooper

JJ_Egan said:

If you just cancel then you will be without service and may need to pay fees for a new connection .

How to cancel send a letter by recorded delivery is what i would do OR start a sign up process with another ISP who handle the cancellation . Then argue later if JL charge you .

Or you could try the advice given by born_again .

I had already called that number he gave. That is the one where I have been hung up on every time after waiting in the queue for ages and to add insult to injury this morning I had to listen to mind numbing 'xmas jingles' for 20 minutes before they summarily hung up on me without getting to an advisor.

I am not the only one either. If you look on the trustpilot link I put in the OP others seem to be having the same issue lately so maybe they are just stretched over capacity. I don't mind hanging on with them to give them chance to deliver I just wanna know where I stand.

I will note - that even though the reviews are appalling I just looked at plusnet reviews and they too are just as bad with 1.5 odd average. Now I used plusnet for one year in the past with one of the previous MSE cheap deals and found them absolutely fine and their support was always great (this is pre corona mind). So it gives me some hope that if the service were put online then I might have a fine time after because I have seen many complain on here (and the reviews saying the same) about plusnet yet my experience was grand the whole year I was with them.

They all seem similarly bad on trustpilot. I likewise had sky broadband for over a year who I also found just fine and dandy and also see they are bottoming out in the reviews.

My requirements are very modest. I am happy with just 1 or 2 megs dl but I must have a consistent connection that is all I ask!

Just gonna have to wait and see what friday brings. I don't see how I will be online then though as I think (?) it is only going to be a BT guy that comes to install the line right? so even if he does show up and make the line live I still won't have a router as I can't ask him for a plusnet/JLB router can I? and would have to wait until I finally got through to a human customer support advisor and who knows how long that will be. I do however have an openreach ONT box that a previous tenant has left here. Would that work?

Who knows if they will even set the broadband up on the JL end since the system says 'there may be a problem installing at your address' and radio silence since november 20th.

born_again

GervisLooper said:

born_again said:

Have you tried
https://www.bt.com/broadband/availability
To see what you might be able to get?

Try the sales 0800 022 3300 line as you can normally get through on them.

My question was how to cancel the contract with john lewis not what other broadband is available.

The reason I suggested that is in your post.
>>The engineer is meant to come out on friday to install the line <<
That is very unusual these days. It is usually a case of new modem sent & swapped for you old one, all for end user to do.

So was not a case of who you can use, but is your line being picked up. 

John Lewis BB is provided by Plusnet, who are part of BT.

GervisLooper

born_again said:

GervisLooper said:

born_again said:

Have you tried
https://www.bt.com/broadband/availability
To see what you might be able to get?

Try the sales 0800 022 3300 line as you can normally get through on them.

My question was how to cancel the contract with john lewis not what other broadband is available.

The reason I suggested that is in your post.
>>The engineer is meant to come out on friday to install the line <<
That is very unusual these days. It is usually a case of new modem sent & swapped for you old one, all for end user to do.

So was not a case of who you can use, but is your line being picked up. 

John Lewis BB is provided by Plusnet, who are part of BT.

I only just moved and the line needs to be reactivated, or so I was told on here. The line is already in but de-activated as no dial-tone.

JJ_Egan

ONT box that suggests FTTP fibre to the premises .

Not sure if JL do FTTP as few ISPs do  . Or is it he downgrade thats making problems .

MattMattMattUK

Reactivation is done from the cabinet or exchange, although an engineer may visit to test line quality and install a master socket if that was previously removed. 

John Lewis do not offer FTTP.

GervisLooper

JJ_Egan said:

ONT box that suggests FTTP fibre to the premises .

Not sure if JL do FTTP as few ISPs do  . Or is it he downgrade thats making problems .

I have both the FTTP thingy and also a hyperoptic cable (both a separate and not related to one another). I had no desire for fibre though but that was before I found out I could have gotten fibre for even cheaper than the standard broadband hehe. Oh well, we'll have to see what friday brings. Still won't have a router though.

EDIT: hmm regarding what you say...could it be that there is ONLY fttp line available? because I notice that the openreach master socket phone goes into this fttp box. It is a new build complex so does that mean I can only get fibre broadband since it doesn't have the classic adsl?

I do remember ringing up one of the other broadband companies at the time and they, having done a check there and then, also said my property wasn't eligible but didn't say why.

I should qualify for a refund if that is the case right? since they can't deliver and if that were so I could just order one of the fibre packages after all?

How does fibre work in terms of what/who's wires they use? is it still the same as classic phone lines in that most cases the BB company will be renting from BT? unless they have their own lines like hyperoptic and virgin?

born_again

GervisLooper said:

born_again said:

GervisLooper said:

born_again said:

Have you tried
https://www.bt.com/broadband/availability
To see what you might be able to get?

Try the sales 0800 022 3300 line as you can normally get through on them.

My question was how to cancel the contract with john lewis not what other broadband is available.

The reason I suggested that is in your post.
>>The engineer is meant to come out on friday to install the line <<
That is very unusual these days. It is usually a case of new modem sent & swapped for you old one, all for end user to do.

So was not a case of who you can use, but is your line being picked up. 

John Lewis BB is provided by Plusnet, who are part of BT.

I only just moved and the line needs to be reactivated, or so I was told on here. The line is already in but de-activated as no dial-tone.

Thanks. Makes more sense.

Most fibre is just to a green box and then it's the std tele wires to the house from the box.
You can get fibre to the house (bit like virgin) now but not in all area's.

https://www.openreach.com/fibre-broadband
Gives a good explanation and a checker of what you can get.