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... (read more)
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... (read more)
Written on: 16/09/2012 by nortonroad (1 review written)
don't go anywhere near them - customer services isn"t! (read more)
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 more)
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 more)
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 more)
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... (read more)
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 more)
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... (read more)
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 more)
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 more)
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 more)
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 more)
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!
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 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 more)
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 more)
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... (read more)
Written on: 11/07/2010
I have been using Waitrose broadband for several years. It chose it because I read excellent reviews about the service and reliability and profits were donated to charity. Now (2010) the service is dreadful - frequently unable to access internet or email. Customer service is awful - I think there is only one man answering the phones and he's pretty grumpy. There are lots of better deals available now - I'm just waiting for the MAC key (and I'm having trouble getting that). Avoid them at... (read more)
Written on: 02/07/2010
Worked well but expensive. Now I have cancelled payments and am trying to cancel my account and I simply cannot do it because I have to communicate through the site but because I have cancelled payments Waitrose have removed my details. (read more)
Written on: 13/06/2010
When we first got broadband Waitrose(2002-2003) it was great for the time but now it seems terrible as the 5 gb monthly allowance is hardly enough to download even a film, without excessing the limit which then becomes an extra £2.50 a gb.
The internet speed is terrible initially it was 1.8mbs now it can rarely be found above 1mbs and has been know to drop as low as 300 kbs.
Also it has become a frequent problem with the broadband disconnecting itself sometimes as often as every 5 mins... (read more)
Written on: 26/05/2010
Waitrose internet is extremely poor value for money! The speed is in no way impressive even though they claim you can have a least 2megs but reaches no where near that, the fastest i have ever seen it is 254/kbps. This provider turn round to be one of the most expensive ISPs as the 5GB limit is just good enough to browse the bbc website twice a day! As other reviewers have said the £2.50 extra for every GB over the limit will soon rack up your monthly bill and trust me you will blow your... (read more)
Written on: 06/02/2010 by PeartsDrumstick (1 review written)
I've been with Waitrose Broadband since May 2008 and to start with I thought the service was great. I was drawn to the service at the time because I liked the charity donation aspect and also I had heard that the customer service was next to none. Also back in 2008 a 5gb usage allowance seemed about right.
Over the last few months (I'm writing this in Feb 2010) I've noticed my connection speed isn't as good as it was. I test my connection speed regularly and it seems to be around 15-20%... (read more)
Written on: 02/02/2010
Connection to the Internet has been intermittent, not to say spasmodic.
Connection seems to go off after an hour r two every day now. WHY ?? (read more)
Written on: 17/01/2010
From great to grim. I've been with waitrose from their first ISP offering and have been very very happy until recently. Now (January 2010) I'm getting rubbish slow (and dishonestly reported) connection speeds, very dubious bandwith usage reports, no warning of approaching/exceeding bandwidth limits with huge penalties, and customer support services who can't keep track of correspondence. Really - don't go there. (read more)
Written on: 06/01/2010
Useless now! I've been with them 2 years the support staff I presumbly are some poor people in india who have little understanding and could not always understand what I was trying to convey the support line itself had poor reception or was unable to be clearly heard.
This is an ISP I would NOT use if your an online gamer because it has little or not support and as a WoW player it is embaressing when you drop from a high level instance or a busy battleground like Wintergrasp because your... (read more)
Written on: 19/12/2009
I agree with other comments about the poor speeds & non-notification of mailbox being full warning.
I think the service falls far below John Lewis standards & reflects badly on them. (read more)
Written on: 05/12/2009
I will change my supplier as soon as I am out of the contract. Very disappointing. (read more)
Written on: 19/11/2009
I have been with Waitrose for two and a half years and have their 20GB Broadband Plus. My son downloads vast quantities every day, up to 3GB and my invoice has been as high as £109. I have been in touch with www.broadband.co.uk and they have recommended plusnet, with 80GB + 'phone for about £36 per month. I think that I'm going to change!! (read more)
Written on: 03/11/2009
I was a satisfied customer for many years and prepared to pay a relatively high price for better than average service and support. However, service and support have deteriorated over the last year - emails being bounced, connection drop-outs, and harsh penalties for exceeding my 5G limit. Waitrose ISP doesn't charge extra for a static IP address. Nevertheless, the high price is no longer justified. (read more)
Written on: 02/11/2009
I have been with Waitrose Broadband for a couple of years now. It started as a reliable isp but over the years the service has gone down. The technical service is extremely bad and not very helpful and very quick to pass the buck. Not the sort of service you'd expect from a company like John Lewis. Extremely disappointed and would not definitely recommend especially at this premium rate. (read more)
Written on: 30/10/2009
We've been with Waitrose ISP for years and were happy to pay quite a high price for an excellent service and customer support from a small concern. Over time their service has become more expensive than many other ISPs and we have had more and more problems - connection problems and slow speeds. Find that their company (Brightview) was even taken over by BT some time ago (but we don't pay lower BT prices!) Although our router is quite old and will probably need replacing soon, don't... (read more)
Written on: 14/10/2009
Waitrose Broadband has been a good pupil. However recently they seem to have got in with a bad lot and it is affecting their performances.
I realise many other students are worse but that is no excuse.
Good jobs the supermarkets don't behave like this!
Written on: 06/10/2009
I have been with Waitrose for a bit more than a year. Was quite happy with it at first but recently the speed has been dreadful and so far there as no solution. I don't think the tech support is too bad and it is free, which is certainly a plus. I should get 2.5meg service but I can call myself lucky these days if I get 0.9 - forget about streaming media content. In addition there is this lousy 6GB download cap. In the days of the iplayer that's not good enough anymore. I'm just now looking... (read more)
Written on: 24/09/2009
I have been on Waitrose broadband for a few years, and til recently was very happy, but since I think they changed their provider, it seems slower, and there are no nice messages if things go wrong - not that they do, really. My quibble now is the relatively high price and the low download limit. I'm thinking of changing, but if you want problem free, more or less ad-free, and don't download a lot, it's worth a look. (read more)
Written on: 05/09/2009
I bought my laptop from John Lewis and subscribed to Waitrose broadband because I understood that it had a very good back up services if anything went wrong not being a "techie" myself. However I have for a year been trying to find out why the Product Key (from underneath the laptop) is always rejected as being incorrect.
I have been back to John Lewis have emailed the enquiry have telephoned and I still have no satisfacory answer. I keep being passed around from pillar to post and am... (read more)
Written on: 29/08/2009
The broadband service has gone down hill and Waitrose need to do something or I am off. (read more)
Written on: 19/07/2009
Waitrose charge top price for third rate service. The last few weeks has been hell. The router disconnecting every 5 minutes when I told them their answer was it maybe the router so we will send you another one but you will then be in another 12 month contract. I am paying top money for a service I'm not getting. (read more)
Written on: 16/07/2009
Signed up Waitrose for my parents. Did not know only one email address available when I signed up. Who has only one email address?? Tried to find a way of getting another email address by contacting customer services. They offered a dial up service as well as broadband!!?? Terrible non-UK call centre. Took ages to get replies to email queries. They have got our bank account details wrong twice. Are now charging us for dial up and broadband even though they said dial up would be free. Other,... (read more)
Written on: 14/07/2009
I have used Waitrose broadband for over three years and cannot fault them. If you need 100% reliability these are the people to use. The free support is excellent, courteous and prompt.The speed(I get in practice a constant 5.2 megs)does not drop off and you can download up to 20 Gb. Not too bad for £18.50 per month. If anyone can do better please let me know. (read more)
Written on: 16/05/2009 by susanwoods
Waitrose Broadband is not good value for money. unfriendly and unhelpful technical and customer service. Lock you into contract whatever the circumstances and don't deliver the speeds promised. (read more)
Written on: 01/05/2009 by untechni (1 review written)
Heavy charging by Waitrose, beware! Had good service for a year then all of a sudden getting billed far more than the £18.99 signed up for. When I first signed up I had to have the tech person talk me through installing the router, which they deny any knowledge of the call. It would seem that our router was never made secure, ensure that yours is, or you could find yourself facing invoices for extensive use as it would seem that unknown persons can 'tap' into your broadband supply for their... (read more)
Written on: 30/04/2009
I am extremely frustrated with the technical support and customer support I am currently receiving from Waitrose Broadband. The service is expensive and I only used them because Which magazine recommended them for their customer service. I don't know what has happened but clearly all calls are outside the UK and not at all helpful. The technical support people have fobbed me off repeatedly, each phone call resulting in an explanation that 'testing the connection' will take longer and longer... (read more)
Written on: 20/04/2009
Exactly the same as the previous poster. Waitrose Broadband have informed me I have cancelled and moved to another ISP and of course I have done no such thing. They are currently "clearing the line" but I'm not holding my breath (read more)
Written on: 15/04/2009
I have been with Waitrose Broadband for years and until recently they were excellent. Then last week our service wasn't working, and when we rang they blamed all sorts of things our router etc, we bought a new one. Then discovered that Waitrose think we want to change providers and have cut us off. They say we need to speak to new provider ! We havent got one and have NEVER asked to move. They then blamed BT. BT say it is them as does OFCOM. Am now still without, and no contact from them,.... (read more)
Written on: 31/03/2009
At one time got almost immediate help. Now an average of fifteen to twenty minutes before any sort of response. The technical staff don't seem to be anything like as efficient or knowledgeable as previously. Intermittent email service. Slower internet. Now expensive as service nothing like as reliable. After excellent service for a number of years with Waitrose Broadband we have now found that we are in exactly the same as the previous reviewer. Unfortunately bought a new laptop at the... (read more)
Written on: 31/03/2009
After years of good service with Waitrose Broadband now find ourselves in exactly the same position as the previous reviewer. The most frustrating time we had recently was when we bought a new laptop and thought there was a problem with it when receiving repeated demands for passwords etc from Waitrose. Then, after looking at our other computers, realised it was an ISP problem.
An email query was answered after a three month gap and a reminder! The customer phone service may be free but... (read more)
Written on: 26/03/2009 by Tolstoy (1 review written)
Until the last few weeks I have been very happy with Waitrose, both in terms of performance and ethics- profits go to charity- great idea. Now something serious appears to have taken place in the outsourcing of the service with total email failure at regular intervals- repeated requests for a password for example. Need to reconfigure set up frequently and so on. Seems to be very slow response time as well. A message has also recently been put up on their support website to say that customer... (read more)
Written on: 17/03/2009 by edulfing (3 reviews written)
Waitrose Broadband tried to charge me for around 60Gb over my 5Gb limit. I protested that this was simply impossible but found myself dealing with people on another continent. They offered no solution and would not admit that their equipment could have made a mistake. They offered no evidence that I was at fault and I am thechnical enough to know that there was nothjing wrong at my end. Good thing is that although I refused to pay them they didn't pursue the matter for long. (read more)
Written on: 04/03/2009 by Dorset Squirrel (1 review written)
I can understand that customers do get impatient when having to answer a 'script', but various steps do have to be followed in order to diagnose internet connection problems. I am sure that many problems are caused by something so simple as a loose USB cable. I have had intemittant connection problems in the past and I always found the Waitrose Broadband technical help team patient and courteous.
When I read of the problems encountered by customers of certain other ISPs I think that Waitrose... (read more)
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