John Lewis Broadband

Straight forward broadband from John Lewis with an emphasis on reliability, honesty and quality customer service

  • Free UK-based quality customer service
  • Bundled phone service with inclusive calling
  • Option of truly unlimited broadband available
  • Up to 38Mb fibre broadband available
  • Rural and remote areas pay the same as urban and central

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John Lewis Broadband Standard with Talk Evenings and Weekend
Free for 6 months
£11.00 thereafter

Line rental £13.50

  • Free for 6 months!
  • 20GB monthly usage
  • Other calling plan options available
  • Free UK-based customer support
  • Free PC or Mac security suite
  • Free set up for switchers
  • Free connection
  • 12 month contract

Buy now

John Lewis Broadband Unlimited with Talk Evenings and Weekend
Free for 6 months
£18.00 thereafter

Line rental £13.50

  • Free for 6 months!
  • Truly unlimited usage
  • No traffic management
  • Free UK-based customer support
  • Free PC or Mac security suite
  • Free set up for switchers
  • Free connection
  • 12 month contract

Buy now

John Lewis Broadband Fibre with Talk Evenings and Weekend
Free for 3 months
£25.00 thereafter

Line rental £13.50

  • Free for 3 months!
  • Up to 38Mb download speed
  • 100GB monthly usage
  • Free UK-based customer support
  • Free PC or Mac security suite
  • Free set up for switchers
  • Free connection
  • 12 month contract

Buy now

Reasons to choose John Lewis Broadband

  • UK-based customer services - get support from a guaranteed UK call centre using a freephone telephone number
  • Same price everywhere - Regardless of where you live, you'll get John Lewis' lowest prices
  • Truly unlimited broadband available - the up to 16Mb service is available with the option of truly unlimited usage with no caps or traffic shaping
  • Fibre package available - speed of up to 38Mb available in enabled areas
  • Phone service included - choose between a range of inclusive call packages including an international calling option

Possible downsides

  • Not the cheapest option - John Lewis have prioritised quality UK-based customer service and fairness of pricing over offering the cheapest price in any area
  • Limited options - Only the up to 16Mb service can be taken with truly unlimited usage and only up to 38Mb fibre broadband is available, not the faster up to 76Mb service
  • No standalone broadband - Line rental has to be taken from John Lewis and you have to take at least an evening and weekend call plan
  • No short contracts - The only contract option is 12 months

Features at a glance

  • Up to 16Mb ADSL and 38Mb Fibre download speeds

  • 12 month contracts

  • Truly unlimited download allowance available on ADSL broadband, 100Mb usage cap on Fibre

  • Free connection on existing phonelines

  • Free 24/7 UK customer support

  • Comprehensive PC security package from BullGuard included

  • All deals come with free N-rated wireless router

  • Range of inclusive landline minutes available with every deal

  • Same price offered wherever you live

Details last checked on 2015-08-25

Customer Reviews

Sometimes the best way to get a feel for a broadband provider is to read what those who are already customers think of the service they're receiving. Below are all the reviews we've received for John Lewis Broadband.

Customer Ratings Summary

  • Satisfaction 3.5 Stars
  • Speed 2.5 Stars
  • Reliability 3.5 Stars
  • Customer Service 4 Stars

Based on 220 customer ratings since 2014-09-05

Show all time ratings

Add your own review of John Lewis

Ratings are left by users of our speed test as well as by reviewers. Recent star ratings summarise the last 12 months of ratings or the last 100 placed, whichever is largest.

Reviewer Location Reviewing Date Ratings
If you can get through to Tech Support, they can be helpful on setting up issues. However having recently had my service down for nine days, they sent one update at the beginning saying it could be up to 14 days (!), then nothing further. The BT website (it was their cable / exchange problem) was not much more helpful. In the end, I found out was going on by walking down the road and talking to the BT engineers. Now the service is back up, there’s been no contact from John Lewis offering a refund for the nine days I had no service. They’ll send a customer satisfaction survey after an interaction if they think they’ve pleased you. Otherwise they don’t. A superb way for them to convince themselves that they’re great.
  • Satisfaction 2 Stars
  • Speed 2 Stars
  • Reliability 3 Stars
  • Customer Service 3 Stars
Slum Don Woburn Sands John Lewis Broadband 2015-08-03  
Do not switch to JL broadband, the speed and reliability are very poor. Our fibre JL service is slower and more expensive than our old BT copper service. Big mistake and currently trying to get out of deal, who regulates this industry??!!
  • Satisfaction 1 Stars
  • Reliability 2 Stars
  • Customer Service 2 Stars
Mike Webster Tonbridge John Lewis Broadband 2015-07-29  
Really abysmal and ineffectual customer service.
When I tried to switch to JLBB broadband and telephone and they were unable to take over the phone line they refused to cancel the contract. This resulted in me being without a phone line for 5 days and broadband for 13 days, and I am still trying to recover my deposit of £11.50 almost 8 weeks later. I was put on hold for lengthy periods up to 30 minutes whenever I phone their customer services to sort out the problem. Their answer was always to transfer me to another department. I am continuing to pursue my refund and request for compensation.
  • Satisfaction 1 Stars
  • Speed 1 Stars
Unconnected Bristol John Lewis Broadband 2015-07-29  
Paid extra to get broadband quicker on moving house. Three weeks later - still no broadband! It was only after the first installation visit we were told a second one would be needed. This second onewas then cancelled ten minutes before it was due to be completed. The promised free router wasn't sent for the first three times they tried: fourth time it seems they have sent it to our old address apparently: despite knowing the point of changing was we were moving house! Basically it doesn't seem call centre staff know what they're doung. Would never recommend John Lewis again. No idea as to the speed or reliability: in effect they're both zero for now!
  • Satisfaction 1 Stars
  • Speed 1 Stars
  • Reliability 1 Stars
  • Customer Service 1 Stars
Unhappy in Herefordshire Herefordshir John Lewis Broadband 2015-07-11  
I imagine that most customers will use this service because they trust the company. Be prepared for a shock. John Lewis do nothing , they put it all through Plusnet who are incompetent . They agreed to install on 25th June but never turned up , so we reset a date for today and again they never turned up . I even had to ring them to chase progress because they are too lazy to ring me even after assuring me that it would get Meg Mackays personal attention because they let me down before.The whole experience is dreadful and it feels like nobody cares at all for the customer. Plusnet pretend to be John Lewis so watch out.
  • Satisfaction 1 Stars
  • Speed 1 Stars
  • Reliability 1 Stars
  • Customer Service 1 Stars
David Honeyman Cambridge John Lewis Broadband 2015-07-10  
I signed up with a half price offer for 3 months and was charged full price (refunded after a complaint).
When broadband went down I was told they can no longer check the fault, it has to be sent to the faults team who could take 72 hours. It was resolved but took 24 hours. Took 4.5 and 9 minutes to answer phone but was a UK agent. The router needs resetting about once a week
  • Satisfaction 3 Stars
  • Speed 3 Stars
  • Reliability 4 Stars
  • Customer Service 3 Stars
Nick Mawby Staffordshire John Lewis Broadband 2015-07-07  
I moved to JL thinking their reputation was a reliable yardstick and reviews seemed generally ok.

They messed up the transfer from the previous provider - didn't hear from them and then when I called - 'oh looks like the button wasnt't pressed to switch you over'. Took them another 2 weeks.

There was confusion over the package for calls I went onto - I was landed with a big first month bill I hadn't expected - it may have been me - I'm not sure to be honest but the call centre manager dealt with this very well although their system are poor and cannot update my monthly package for another month.

The internet line cuts out occasionally - the password disappeared one day stopping it working altogether.

The download speed is ok -it does vary though. The upload speed is terrible - 0.3 mb which is only around 30% of my previous providers - makes using dropbox very very slow.

Not particularly impressed thus far. I'd like to leave ..but can't.
  • Satisfaction 2 Stars
  • Speed 4 Stars
  • Reliability 2 Stars
  • Customer Service 3 Stars
Phil London John Lewis Broadband 2015-07-06  
I am extremely dissatisfied with the service received since switching to John Lewis for phone and broadband.
After a catalogue of errors setting up my service, I was without broadband for five days, and have been without a working phone for 5 months. I had to make almost daily calls to try to resolve the matter.

Five months later, after repeated attempts to get my telephone line working again which has been off for four months, I still have not been given a timeframe it will be working.

The speed is also very slow, again this has not been resolved.

Responses from JLB (Plusnet) have been very disappointing, following escalating the complaint.

I believe most customers do not know the real level of service that they are buying, assuming they will get excellent customer service, as I did. The service is provided by Plusnet.

Sadly this is very far from the case and I would strongly question where review companies and Which? took their initial data from.
  • Reliability 2 Stars
  • Customer Service 3 Stars
Sara Liverpool John Lewis Broadband 2015-07-02  
The John Lewis broadband service is provided by Plusnet. My experience as a Plusnet customer is much the same as other reviews, i.e. nice enough people but a bit hopeless. On the positive side once they get the service up and running it is quite good.
The big problem is that when you contact John Lewis Broadband, you are actually speaking to Plusnet. There is a massive gap in the very high standards of John Lewis and the rather amateur/poor service from Plusnet.
John Lewis need to sort them out otherwise people will think that it is them providing a shoddy customer service.
  • Satisfaction 3 Stars
  • Speed 3 Stars
  • Reliability 3 Stars
  • Customer Service 3 Stars
JJD Ilkley, West Yorkshire John Lewis Broadband 2015-06-26  
We switched to John Lewis from BT because they had a good offer on broadband and we were tempted by the fact that John Lewis won Which best buy on customer service. Ever since we switched we had nothing but trouble with customer service. The agents themselves are nice and polite over the phone, but things just don't get done. First of all it took over 2 months for a switchover, because despite us sending a mac code on time no one bothered to let us know that it didn't work until I chased them myself. Then we decided to switch from regular to Fibre broadband. Again, over the phone I was told the day the engineer was coming so I cleared the day, until I got an email, saying that the date has been confirmed for the engineer to come out and it was a different date! So that is one day wasted for me. In the meantime I received a couple of emails saying that they regret we decided to move away from John Lewis broadband, which we didn't, so I had to chase those emails up as well and turned out it was just because we were switching between different packages. Then, we finally got our Fibre broadband and all was good until the first month charge notification came through - the deal was that the first three months were free, yet I was being charged full price! Now I ring John Lewis to find out the cost of cancelling the contract, and since the service been so poorly I asked if there was any discount they could give on cancellation fee they said no.
So bottom line - think carefully before you switch to John Lewis. It's been a nightmare for us.
  • Satisfaction 3 Stars
  • Speed 2 Stars
  • Reliability 4 Stars
  • Customer Service 4 Stars
Irina John Lewis Broadband 2015-06-26  

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John Lewis Broadband Buyers Guide

Can I get John Lewis Broadband?

John Lewis, well known for their quality homewares since 1864, have now branched out into broadband services. John Lewis Broadband prides itself on offering customers the same high quality customer service and the same price deals no matter where they live.

This means that unlike most other ISPs, you are able to get the same ADSL (standard) broadband packages whether you live inside or outside areas where some suppliers have installed their own equipment at the telephone exchange. As a result, you can get the same price broadband package halfway up a hill in the Pennines as you could in Central London.

However, John Lewis Broadband’s faster fibre-optic broadband packages are still restricted in availability to those areas where the telephone exchange and street cabinet have been upgraded to support fibre optic cables as far as the cabinet. This currently extends to around two-thirds of UK households, typically in cities and towns, so if you are up that hill in the Pennines, you might be out of luck. To find if you live in a fibre area, you can use our postcode checker.

What packages are available?

John Lewis Broadband offer three basic broadband packages:

  • John Lewis Standard Broadband - ADSL broadband at speeds of up to 16Mb with a 20GB download cap
  • John Lewis Unlimited Broadband - ADSL broadband at speeds of up to 16Mb with truly unlimited usage
  • John Lewis Fibre Broadband - fibre-optic broadband at speeds of up to 38Mb with a 100GB download cap

The speeds are advertised as ‘up to’ because a variety of factors can affect your download speed, as John Lewis Broadband openly acknowledge. These can include the wiring in your home, time of day (for example, the extra volume of users at peak times means a slower service than late at night) and the length of your copper telephone cabling to either the telephone exchange, in the case of ADSL, or the street cabinet, in the case of fibre. The further away you are in terms of line length, the slower your potential speed is likely to be. You can find out how far you are from your nearest telephone exchange with our postcode checker (we can currently only offer an estimate of likely fibre speed if you enter a BT line rental phone number, but John Lewis will be able to give you an accurate estimate before you sign up).

The 'Standard' and 'Fibre' John Lewis Broadband packages are also subject to traffic management, which limits the speeds of certain types of traffic at peak times to ensure that heavier uses of the Internet don't overwhelm others - such as limiting file sharing and gaming traffic at peak times. Limits on the Fibre package are considerably larger than on Standard, for example the peak time limit of 2.5Mb/s of YouTube traffic on Standard rises to 10Mb/s on Fibre, enough for two simultaneous HD streams. Traffic management can help to ensure a smoother service for you on average at peak times even if your speed may be slightly reduced.

However the 'Unlimited' John Lewis Broadband package is truly unlimited and has no traffic management limits on any type of traffic, meaning you'll never be slowed down artificially regardless of the type, volume or time of day of your Internet usage.

These packages all come with a home phone service and line rental - there are no standalone broadband options. The phone service comes with inclusive weekend & evening landline calls as standard, allowing you to call most UK landlines for free between 7pm and 7am during the week and anytime at the weekend, but this can be upgraded to inclusive anytime calls for an extra £5/month. For an extra £7/month, an anytime and international call package is available, offering inclusive calls to most UK landlines all week as well as 300 call minutes to top 20 international destinations, including US cellphones.

Which package should I choose?

Your primary concerns when choosing a package should be what speed you need, whether you can keep to a download cap, and whether the extra expense is worth it for you - there is never any point paying for more than you need.

For those who can receive it, the fibre option’s speeds of up to 38Mb can be tempting, but the ADSL broadband speeds are likely to be enough for the most users, assuming they're close enough to the telephone exchange to enjoy the full speed. Even if you only achieve half the advertised speed, this will still usually be enough for activities such as watching streaming video, downloading MP3s, using Skype, web browsing and e-mail. Where fibre may have an advantage is with those who do a lot of gaming, or heavy downloading, and thus require a faster connection. This can also be an issue for large households with many people sharing a connection - especially if these people are doing bandwidth-intensive activities. As a result, student flats and large families may also benefit from fibre broadband.

However as only John Lewis' ADSL service comes with a truly unlimited option, you may find that some types of heavy Internet use on Fibre are traffic managed down to under the full unmanaged linespeed you'd achieve with Unlimited. Be sure to check the traffic management policy before making your choice.

The download cap is also a pressing issue. The 20GB cap that standard broadband offers is fairly low, although it is more than enough for most single casual internet users who don’t do a lot of gaming, downloading or watching streaming video. Those who do will likely need a larger cap. This is especially the case where the connection is being shared, as it in practice divides the download cap between the various users of the shared broadband connection. So once more, heavy Internet users and homes where one connection is shared among many people will benefit from the truly unlimited usage, allowing everyone to download as much as they like without worrying about being charged extra or slowed down for going over.

Given that there is no unlimited fibre broadband option from John Lewis Broadband, you may find you need to prioritise between speed and capacity. However, a cap of 100GB is still a fairly large download cap and for smaller households, will suffice for all but the heaviest internet users.

Points to consider before you choose

  • How much do you value John Lewis' investment into quality UK-based customer and technical support?
  • Do you regularly use the Internet for bandwidth-heavy activities like gaming or downloading large files?
  • How many people will be using your broadband connection?
  • Is speed or capacity a greater priority for you?
  • Do you use your landline to make a lot of calls?
  • Are you likely to be impacted by the relatively harsh traffic management policies of 'Standard' and 'Fibre'?
  • Would the expense of the faster speed or larger download capacity be worth it for you?

Compare the three John Lewis Broadband deals in more detail

What do I get when I sign-up?

It's always good to know upfront what you'll get when signing up with an ISP so you know what you can enjoy for free, or to budget for any extras you may want.

  • Free wireless router - New customers with John Lewis Broadband get a free inclusive wireless router to help them manage their connections. ADSL broadband customers will receive a Technicolour TG582 router with wireless ‘N’ technology to give a better wi-fi signal in your home with less interference from other devices, as well as a firewall, wireless security, and 4 ethernet ports. Fibre broadband customers will instead receive a Netgear N150 WNR1000 router with wireless ‘N’ technology, a double firewall, wireless security, optional parental controls, and 5 ethernet ports.
  • Online security package - John Lewis Broadband offer a variety of online security options depending on your computer. PC users can download BullGuard, a PC security package with online backup protection, antivirus and antispyware tools, a firewall and a spam filter. Mac users can instead get Intengo software security products with 32% off their retail cost as a John Lewis Broadband customer.
  • Free home move - John Lewis Broadband offer one free home move per year, meaning that if you move house and your new phone line is suitable for broadband, you can move your broadband with you without any administrative fee.

What are the benefits of John Lewis Broadband?

The benefits offered by an ISP may be what seals the deal in your decision to buy a package from them.

  • Free UK-based customer service - Unlike some other ISPs, John Lewis Broadband’s UK-based customer service is freephone, and open 24/7, allowing you to always have someone available to help free of charge at any time of the day or night. There is also an online portal for those who would prefer to have their queries and issues answered in that format.
  • Equal pricing - For John Lewis Broadband offers customers the same prices no matter where in the UK they live. This stands in stark contrast to most low cost ISPs who offer different prices at different telephone exchanges, usually favouring urban and central exchanges at the expense of many rural customers.
  • No hidden costs - The John Lewis brand prides itself on being matter-of-fact and straightforward with its deals, and so what you see is what you pay - there are no hidden costs unlike with some other ISPs. This includes having no activation fees, giving you a free connection on existing phone lines.

What are the drawbacks of John Lewis Broadband?

Let's face it, not everything can be perfect, and even the best deals may have a downside.

  • Premium pricing - Even with its Standard broadband package, John Lewis Broadband is not among the cheaper ISPs out there. However, they balance this with their ‘no additional extras’ approach, presenting themselves as a reliable option for those with a little more money in their pockets, as also evidenced by their lack of a rolling one-month contract option, offering only simple convenient-to-many 12-month contracts.
  • No standalone broadband - All John Lewis Broadband packages include a home phone service and line rental. This is only really an issue for those who do not plan to use a landline or do not wish to change their existing phone provider, but they might reconsider given that John Lewis Broadband offer a variety of phone offers with their broadband, including free inclusive evening & weekend calls as standard.
  • Limited options - There's no faster up to 76Mb fibre option and no option for truly unlimited fibre. If you want a broadband service without limits on different types of broadband use, you have to take the lower speed ADSL Unlimited option, or shop elsewhere. Customers hoping for shorter contracts may also find themselves disappointed by the 12 month minimum contract length.

 

Broadband.co.uk