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Jo-ann_79's Review for John Lewis Broadband

 John Lewis Broadband (Broadband Fixed Line)
Posted: 06th Jul, 2019    By: Jo-ann_79
Title: JLB ok when all running smoothly
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.

Time With Provider: 1 Years
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