Waitrose Broadband Reviews - www.waitrose.com

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★★☆☆☆
2.3 / 5
28% of users recommend this
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  • Reliability

  • Customer Service

  • Speed Consistency

  • Value For Money

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Latest Reviews

★☆☆☆☆

“Service became dreadful”

Written on: 13/05/2014 by Colemanhf102 (1 review written)

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… Read Full Review

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★★★★★

“ to thank all your such wonderful staff.”

Written on: 07/03/2014 by 454321dt (1 review written)

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… Read Full Review

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★☆☆☆☆

“Rubbish rubbish rubbish! Avoid at all costs. ”

Written 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… Read Full Review

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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 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… Read Full Review

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★☆☆☆☆

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

Written on: 16/09/2012 by nortonroad (1 review written)

don't go anywhere near them - customer services isn"t!… Read Full Review

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★☆☆☆☆

“Terrible customer service”

Written on: 12/09/2012 by enpkae (2 reviews written)

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… Read Full Review

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★★★☆☆

“Not as good as it once was”

Written 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… Read Full Review

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★★☆☆☆

“All change, for the worse”

Written 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… Read Full Review

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★★☆☆☆

“Horrendous customer service”

Written on: 19/05/2012 by Sunshine2012 (1 review written)

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… Read Full Review

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★☆☆☆☆

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

Written 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… Read Full Review

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★☆☆☆☆

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

Written 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… Read Full Review

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★☆☆☆☆

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

Written 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… Read Full Review

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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 on: 13/02/2011 by njw (1 review written)

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… Read Full Review

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★★★☆☆

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

Written 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… Read Full Review

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★☆☆☆☆

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

Written 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… Read Full Review

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★★★★★

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

Written 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 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… Read Full Review

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★☆☆☆☆

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

Written 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… Read Full Review

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★★☆☆☆

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

Written 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… Read Full Review

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★☆☆☆☆

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

Written 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… Read Full Review

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