John Lewis Broadband (run by plusnet)

sarahherriot

I signed up for John Lewis Broadband on the 24th of November (which is run by PlusNet).  Got an appointment for engineer to come to my home and connect phone line on the 4th december am - waited in all morning and no one showed up.  Rang the helpline and it turned out my order had been rejected.  So rebooked, for 9th December.  Same again, order rejected (I checked before staying in all morning).  Finally sorted 24th December (no engineer to the house - did I need to pay?)

Subsequently have asked for a gesture of good will, I was understandably every annoyed, so I got a call 12 Jan offering 2 months free broadband, which I though, ok.  Then a £10 credit on my account turns up - I think what is this for -  so I call them, Turns out it is the broad band element of the bill, which amounts to 24p x 2 - 48p.  It had been bumped up to £10.  I am now livid, that the woman's gesture of goodwill was actually 48p.  I was told that I am outside the cooling off period.  I have now spoken to the cancellation team and they have agreed that they will let me leave, just paying for the engineer.

Has anyone else had bad experience with John Lewis/PlusNet - feeling a bit burned by this and wondering which provider to go to now.

Supatramp

From reading on here, firstly John Lewis has nothing to do with John Lewis dept store.  Secondly, they seem to be problematic as you have found.  You could do worse than the often much maligned BT, who I've been with for years with little problem.

Neil_Jones

John Lewis Broadband is just Plusnet in new colours.  Any issues are dealt with by Plusnet but its a different team, on a different system.  Its just a licencing agreement.

The story detailed here would have required an Openreach visit so I would say that the issues would have happened regardless of who you were with.  But you'll never know so...

JJ_Egan

As above reads as this was Open Reach that cancelled not the ISP .

Another provider will go down the same route and book Open Reach for the install .

Could just have been engineers delayed in the first instance .

sarahherriot

apparently it was my postcode which caused the order to reject, according to PlusNet person, all very strange

elsien

I’m with JL. Not had any problem with them. 

jammy_dodger

yes  i  too  have  been  withh JL  for  a  few  years  now  without  any  problems  i  ring them  every  12  months  to  renegotiate  a  deal  and  have   given  me  the  offer  thats  available  to  new  customers .  so  the  best  i  can get  in  my  exchange  as  its  a  very  low  \BB  speed  out  here  in the  wilds   and   has  very  limited  cjoices  of  who  to  sign up  with

sevenhills

I found JL very good

aerostar

If you have John Lewis Broadband/phone - can you use an alternative phone carrier like call1899 for calls ?
Plusnet allow - but want to make sure that the same applies to JL. as am contemplaying switching to JL from Plusnet as JL broadband is cheaper than Plusnet !

binao

Hi @sarahherriot.

Where is JL / PN customer services based, UK / non UK.?

Good luck.

aerostar

binao said:

Hi @sarahherriot.

Where is JL / PN customer services based, UK / non UK.?

Good luck.

They are UK based