ISP Reviews by Jo-ann_79

We switched away from the Phone Co op to John Lewis Broadband who were offering faster more reliable speeds cheaper and on a shorter contract and they did deliver in this. Happy with openreach approved router which provided better wifi than phone co op router. (Beware the phone co op misleading advertising- we were hit with hidden wrongful charges.) However, JLB were updating their computer system and this is where the problems started. To cut a very long story short there was a problem with their payment taking system which was unable to take the direct debit payment correctly. This ended up very quickly John Lewis Broadband remotely restricting our landline so we could not call out as it had deemed us as not paying our bills! The stress and time and work it took to sort out would not be believed. Appalling customer service which leads to being spammed with e mail tickets which don't do anything. Extreme long waits to wait to speak to a person on the phone which invariably does not fix issue. Excellent internet speed and reliability ruined by poor customer service experience.

We were customers of the Phone Co op for 6 years. Following a fault that an Openreach engineer fixed at our local green cabinet we were left with an intermittent service which dropped out regularly at inconvenient times but the Phone Co op failed to improve the service. So, 4 months after the fault was fixed we switched away to another provider where we enjoyed faster broadband at a cheaper price on a shorter contract. Unfortunately 2 weeks after we switched our final bill from the Phone co op included a £150+ charge we didn't owe for the engineer call out which I failed to get removed via their complaints process. They advertise ethical broadband with fair pricing and no hidden charges. I fail to see what is ethical about their use of the same phone line equipment as Talk Talk and most other providers. Their pricing is pricey. However, they Do employ hidden charges. On the phone they say you will only be charged for an engineer call out if your own equipment is found to be at fault. However you will find that the customer has to pay for engineer call out charge if the customer is found to be not at fault. They don't advertise that. I fail to see what is ethical, fair or not hidden about that.

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