Waitrose Broadband www.waitrose.com

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Waitrose Broadband www.waitrose.com
★★☆☆☆
2.3
28.0% of users recommend this
Click here if this is your business
  • Reliability

  • Customer Service

  • Speed Consistency

  • Value For Money

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Latest Reviews

“Service became dreadful”

★☆☆☆☆

written by Colemanhf102 on 13/05/2014

I have been with John Lewis/waitrose broadbane a long time and if it were not for the fact that, foolishly I have been using the @waitrose.com email address I would change ISP. It is a pain to have to notify everyone of a new address (lesson learned). The cause is all down to me! My router was old and tired so, I bought a new one. I bought a super one about £100 - no difference in speed. A BT engineer came and tested our line to the exchange - no fault there. He said it is all down to the fact that they have too many customers accessing a server that can't cope and this results in connection speeds of about 0.1 - 0.3 download. I would have a faster connection if I went back 20 years and dusted off the 14,400 dial up modem. Too big, supplying too many customers without the infrastructure to deliver on the promise. Once I would have recommended this service, it was great, but not now. Truly shocking and the denial by the company that there is anything wrong at their end only serves to make it more frustrating. John Lewis / Waitrose. Here's a new strapline for the partnership. Never knowingly delivering

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“ to thank all your such wonderful staff.”

★★★★★

written by 454321dt on 07/03/2014

6th march 2014,i received such caring help at one of the check outs at your western road branch from from the check out operator,the manager,plus a pleasant young lad who helped me when i mistakenly mixed 2 orders on the same account. well the manager went to the very highest of high to greatest to open another check out to sort things out for me, and the such very lovely helpful young lad helped me take the shopping off my mobility scooter,and when i thought that i had lost my wallet he was so very helpful (as every one of the whole store are so helpful). so with all my heart thank you to every one. John Forrester

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“Rubbish rubbish rubbish! Avoid at all costs. ”

★☆☆☆☆

written by on 19/11/2013

Green Bee and then John Lewis customer - The worst customer relationship experiences I have ever had. Ok look maybe I'm being unfair because they do have a 'relationship' with you, I can't deny that. It's just that the relationship you get is dysfunctional, unprofessional, and very very frustrating. They don't do the things they say they will, and then when you complain you are treated as if whatever has occurred is all your fault. They seem to love dredging through the taped phone calls with customers to try to argue their point and my god they do argue.... We were put on the wrong package by JL just as the result of a telephone enquiry asking for best advice. We did not ask to go onto a different package but were just put on one all the same with no notification to us. When we complained and wanted to go back to the package we had been on for years we were involved in hours of phone calls and had the pleasure of meeting no less than eight customer service employees all of whom wanted it explained just once more from the very beginning. I'm sure this rings a horrifically loud bell for some of you.

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Royaylott's Comment

Written on: 31/01/2014

This is utter nonsense, they offer a superb service and always explain everything in simple english. Would recommend them over BT everytime.

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Staffordboxer36's Comment

Written on: 11/04/2014

I agree. Waitrose/john lewis are a bunch of wind up merchants. Avoid them at all costs. They treat customers in the worst possible way and the service they give is poor at best.

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“Broadband speed”

★☆☆☆☆

written by on 18/01/2013

As others have said, the service had been very good until about nine months ago, when I started experiencing slow speed. Technical service were helpful, in that they suggested a couple of things and also sent me a new box, none of which made any difference. For some time I had been considering changing providers; I'd been with Waitrose for several years and the package was no longer competitive, so that, plus the slow speed, made me decide to change. That's when the trouble started. I would not say that customer services were rude or abusive or aggressive but they were extremely insistent that I shouldn't change and unhelpful when I persisted in my request for the access code. At one point, the rep guaranteed - her word - that my speed would not change with a new provider. It took a week to provide the code, through the web site only and very difficult to find, they cut me off a day early (fortunately my new provider could connect me a day early) and sent me two completely incomprehensible emails, one of which was warning me that they would cut off the telephone connection (which they did not provide) and the other was to warn me that the service that they had already disconnected would be disconnected at the end of the month. My most serious complaint is that the speed I now have with my new provider (guaranteed by Waitrose not to change remember) changed from 0.27 mb/sec to 13.9 mb/sec - and they have still not refunded a pro rata amount for that part of a month's advance payment after I was disconnected. Not exactly a great advert for the John Lewis Partnership.

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“don't go anywhere near them - customer services isn"t!”

★☆☆☆☆

written by nortonroad on 16/09/2012

don't go anywhere near them - customer services isn"t!

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“Terrible customer service”

★☆☆☆☆

written by enpkae on 12/09/2012

We had our Broadband with Waitrose for a couple of years but ended up changing because of the ridiculously expensive premium - you can get a cheaper deal basically anywhere else. When it came to leaving they made it virtually impossible. The were really difficult and quite rude over the phone, demanding money from us for a period of time that we weren't covered by their broadband for. We got several letters for outstanding bills once we had left - each letter stating a different amount. We filed an official complaint about this lack of consistency and all they did was apologise for what "might have been a minor error" on their part - this minor error being the difference between a £50 bill and an £110 bill. And this is a company that prides itself on quality and excellent customer service...

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“Not as good as it once was”

★★★☆☆

written by on 18/07/2012

I have been with Waitrose for a number of years and the service has been very good. Over the past few months the connection keeps dropping. This may be a coincidence but it seems to have coincided with changes I believe "they have made at their end". As a stand alone they are not particularly cheap and you can get better phone and broadband deals elsewhere.

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“All change, for the worse”

★★☆☆☆

written by on 08/06/2012

Ive had good but terribly expensive service for years. When I told them I was switching last February they cut my monthly fee in half. I hate that - feel they have been stealing from me for years! But the last few months have been a nightmare which I thought was my new house but it turns out it's what almost everyone else has experienced. I don't want to go to John Lewis after all this, and pay vastly more. I guess it's time to move to BT.

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“Horrendous customer service”

★★☆☆☆

written by Sunshine2012 on 19/05/2012

For well over 5 years I've been paying over the odds for broadband. Why? The cache of a waitrose.com email address and the fact I can split off my broadband invoice and put it against tax. Now Waitrose have had the bright idea of joining line and broadband rental together for one fee, and given the past few reviews on here, rebranding it as John Lewis Broadband. My bugbear? They want a new contract! What? After years of overpaying, albeit for a good reason, they want more money and a new 12 month commitment. To boot they've mysteriously upped my current bill from £18.99 to £27.99 with no notice whatsoever. The excuse? I'm out of my years contract. Given that I talked to them last over 5 years ago, have the date on record, and agreed a new 12 month contract for 20GB data allowance, their idea of 12 months is a little stretched. Clueless comes to mind. As too does sharp practices in marketing the new product which will amazingly save me money. Sure it will! But only because my bill has been inflated by £9 a month. Given that PlusNET run this service, anyone with Waitrose, or John Lewis' new product, should cancel immediately and sign up with this very cheap provider. Considering that they seem to run a no contract facility it's a no brainer for old or new customers. Or you could do what I'm considering. Mobile broadband is falling in price all the time, so get a contract with 3 and have 15GB for £15 a month. The bonus? Avoiding a £45 compulsory move fee when you move to another address. And a double bonus? Broadband on the move. Total flexibility.

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“Don't go near them. I have been a customer for years...”

★☆☆☆☆

written by on 23/05/2011

Don't go near them. I have been a customer for years but the performance dropped drastically after the takeover and the download speed is now a measly 0.13 Mbps. It is nowhere near offset by good reliability and service. I am changing to anyone else. I tried to give them no stars but couldn't.

Gwyddel

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“Don't go near them!!! Awful!!! Got to be one of the...”

★☆☆☆☆

written by on 23/02/2011

Don't go near them!!! Awful!!! Got to be one of the priciest providers out there considering they hit hard for going over your measly 5GB limit which is hard to keep track of. Did try to solve this by increasing my limit, which they agreed to do, but didn't! Had enough in the end, and migrated which came with more problems such 30 quid cancellation fee on top of monthly usage totalling more than 50 quid. What a RIP OFF! Further more, customer service appalling and you have to contact two different numbers to obtain a Mac Key and believe me they make you wait in excess 10mins (prem rate charge)
Shocking!

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“I've been with Waitrose Broadband for 5 years and they...”

★☆☆☆☆

written by on 21/02/2011

I've been with Waitrose Broadband for 5 years and they have been good up until about a year ago, when I kept losing my internet connection, and this problem has got much worse recently.Whenever I have rung them about this they have suggested various things - changing modems etc, and now they're suggesting it could be a problem with my phone line, but after reading other reviews on here I have found out that Waitrose Broadband is now owned by Plusnet and BT, and that this is the source of the problem, so tomorrow I will changing my broadband to O2 and if I have any problems with them, I'll change to Zen. I've been using Waitrose as my main email address, and this has kept me with them longer than I wanted, so from now on I'll use Gmail as my main email and that'll make it easier to change broadband suppliers.

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Guest's Comment

Written on: 14/06/2011

very interesting. my internet connection on waitrose seems to be suffering in exactly the way you are describing. I also have been a customer for years and I can no longer be on the internet and the phone. Endless hassle and still trying to sort it out

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“I have been with Waitrose broadband for years now. At...”

★☆☆☆☆

written by njw on 13/02/2011

I have been with Waitrose broadband for years now. At the start they gave a fine service at a reasonable price. However they have they have been overtaken by many other providers who offer much better value. I had trouble last year with the speed which dropped to below .25 eventually they got it up to 2 but now it's down to .25 again just 3 months on. So the time has come to change. BT are put Infinity broadband into the area so I will look into that.
It's sad because I use the John Lewis shops including Waitrose because of good value and very good service from their staff. Pity about their broadband service. So if anyone from the John lewis group read this review would you care to comment?

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“I've been with Waitrose.com for three years. I've not...”

★★★☆☆

written by on 04/01/2011

I've been with Waitrose.com for three years. I've not had the poor experience of most here: in fact it has generally proved a reliable service, althought it went through a period of intermittent connectivity issues in 2009. For the last year it's been fine with the exception of a couple of email server downtimes.

The only reason I don't rate it that highly is the increasingly poor value for money of the core broadband offering. £18.99 for a 5GB monthly download limit is frankly exhorbitant. If, however, subscribers contact Waitrose to get a MAC code they are likely to be offered the unadvertised "Broadband Plus" 20GB service. This is nearer the mark on value.

If you live in a BT-only area for wholesale broadband can't access the low cost offerings of Be, O2 etc, there's not that much choice actually - I found waitrose Broadband Plus and Greenbee phone together to be slightly cheaper than a Sky bundle (and I have Sky TV)!!!!





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“No major problems with the connection over the years...”

★☆☆☆☆

written by on 02/12/2010

No major problems with the connection over the years and my download limit was quadrupled when I contacted them to say I needed more.
However. I closed my account in September to migrate to a better deal with SKY and stupidly forgot to cancel the standing order. I would of expected better from Waitrose - YES THEY ARE STILL DEBITING MY ACCOUNT!!!!! They claim they are unaware of my closing the account despite sending email confirmation of MAC code which stated that they are processing my migration request.
I really thought Waitrose was above this underhand trading - let battle begin.

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“waitrose for us have been delightfull i don't really...”

★★★★★

written by on 09/10/2010

waitrose for us have been delightfull i don't really understand what your all winging about! The conection is easy and it's very reliable and usefull, we pay around £19 a month and my family and I are very impressed with everything the customor services are very good and over all everything is fantastic waitrose are brilliant!

Your problems are propably made up thank you!

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Guest's Comment

Written on: 23/08/2011

I agree with this review, I have had 1 or 2 problems which have been sorted out promptly, I do not have any complaints. The \"Which\" consumer website rates \"Waitrose Broadband\" as in the top quartile of Internet Broadband suppliers.

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“Does anyone at Waitrose ever read these reviews? I...”

★★★☆☆

written by on 18/09/2010

Does anyone at Waitrose ever read these reviews? I have had exactly the same experience as everyone else - why? It's not good for the reputation of the Waitrose brand. Customer service eventually told me my problem was a 'line fault' and I must admit it's been OK since since 'the engineer' reset something. But unless support is very, very good the cost of this service is still too high compared with other providers.

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“I have been with them for about 4 years, maybe more....”

★☆☆☆☆

written by on 04/09/2010

I have been with them for about 4 years, maybe more. It was very good at first but the last year has been getting worse. Poor speeds, often not opening or freezing. I spend hours resetting my router. After I complained four times about the speeds I finally got someone who listened and sent me another router. It is better but I still can often not get on line to my waitrose account and emails whereas I can access other internet sites. The service is now very poor and I will be getting out asap.

John Lewis need to disassociate themselves from this or get it improved immediately. It is also really expensive and we go over every month now if we download a movie for example which makes it realy poor value for money.

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“Used to be excellent and consistent connection with...”

★★☆☆☆

written by on 03/08/2010

Used to be excellent and consistent connection with good customer service. Last few months homever have been rubbish - regular dropped connections - overly complicated fault reporting & now expensive compared with competition.

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“I thoroughly agree with the previous adverse comments....”

★☆☆☆☆

written by on 28/07/2010

I thoroughly agree with the previous adverse comments. I have been with Waitrose for 4 years and was prepared to pay a monthly premium because of their "award winning" service. Waitrose charges £18.99 a month - a mark up of £6 on the Plusnet Value package.
However, I have recently experienced major connection problems. The response from the "award winning" customer service team (based in India) was to recite a rehearsed script and repeatedly ask me to reconfigure the modem. After two days the problem was passed to Plusnet who, after a further 17 days, failed to identify the root cause and finally requested BT to test the line.
Waitrose (now Greenbee) adds no value to the Plusnet service and I would suggest you look elsewhere for an award winning service e.g. Zen Internet.

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