John Lewis Broadband

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

  • Free UK-based customer service
  • Bundled phone service with inclusive calling
  • Unlimited usage allowances oh all packages
  • Up to 76Mb fibre broadband available
  • Rural and remote areas pay the same as urban and central

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John Lewis Broadband Unlimited with Talk Evenings and Weekend
£20.00 for 12 months
£26.50 thereafter

No upfront cost

  • 12 months reduced price!
  • Unlimited monthly allowance
  • Free UK-based customer support
  • Free PC or Mac security suite
  • Free set up for switchers
  • Same low price regardless of where you live
  • Evening and weekend calling
  • Free connection
  • 12 month contract

Buy now

John Lewis Broadband Fibre with Talk Evenings and Weekend
£30.00 for 12 months
£38.00 thereafter

No upfront cost

  • 12 months reduced price!
  • Up to 38Mb download speed
  • Unlimited monthly allowance
  • Up to 1.9Mb upload speed
  • Free UK-based customer support
  • Free PC or Mac security suite
  • Free set up for switchers
  • Evening and weekend calling
  • Free connection
  • 12 month contract

Buy now

John Lewis Broadband Fibre Extra with Talk Evenings and Weekend
£35.00 for 12 months
£43.00 thereafter

No upfront cost

  • 12 months reduced price!
  • Up to 76Mb download speed
  • Up to 19.5Mb upload speed!
  • Unlimited monthly allowance
  • Free UK-based customer support
  • Free PC or Mac security suite
  • Free set up for switchers
  • Evening and weekend calling
  • 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
  • Unlimited broadband as standard - All packages come with unlimited usage allowances
  • Fibre package available - speed of up to 76Mb available in enabled areas
  • Phone service included - choose between a range of inclusive call packages including an international calling option
  • Shorter fibre contracts - John Lewis offers fibre on 12 month contracts rather than the 18 month fibre contracts standard from some other providers

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
  • Not truly unlimited - traffic management is used to prioritise interactive traffic like browsing, email and gaming over download traffic, and to maximise performance during abnormal load
  • 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
  • Telepone support not 24 hour - The freephone support number is only open for calls between 9am and 6pm.

Features at a glance

  • Up to 17Mb ADSL and 38Mb Fibre download speeds

  • 12 month contracts

  • Unlimited usage allowances on all packages

  • Free connection on existing phonelines

  • Free UK-based 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

  • John Lewis Broadband have published a Traffic Management Policy

3 stars
  satisfaction rating based on 595 customer ratings since 2016-07-29. See more John Lewis Broadband customer ratings and reviews.

Details last checked on 2017-07-18

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 stars
  • Speed
    2.5 stars
  • Reliability
    2.8 stars
  • Customer Service
    3.3 stars

Based on 595 customer ratings since 2016-07-29

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
I don't know if their internet service is worse than anyone else's, but the complaints service is the worst I have ever come across. They make all sorts of promises to you over the phone that they rarely if ever keep. My problem which I reported 11 days ago is still not fixed. They have so far promised me 4 times that someone will call me back to discuss my technical problem, but on one ever has.

They send you an email in response to your complaint, but note this: if they were professional, this email would summarize the complaint and tell you when you could expect to have if fixed. However, the email says nothing about the complaint, all it says is that the complaint will be automatically cancelled after 11 days – whether it is fixed or not!

I have asked several times to speak to a manager, but no manager is never available. If I say I want the problem fixed, they say they can't do in now and I have to wait.

The router is very poor and doesn't work through brick walls.

The speeds are sometimes very low and no amount of complaining makes any difference.

They seem to work in the principle that if they mess you around for long enough you will stop complaining and then they won't have to do anything.

So the bottom line is: all they ever do is to lie to you and give you the run-around. AVOID AT ALL COSTS!
  • Satisfaction
    1 star
  • Reliability
    2 stars
  • Customer Service
    2 stars
North Hampshire John Lewis Broadband  
Total and absolute rubbish. Nearly a month in and still no broadband. Come back Talktalk all is forgiven. No one cares when you phone up, all they are interested in is fobbing you off for another week.
Derby John Lewis Broadband  
Avoid John Lewis for Internet! My internet keeps cutting off. I can't watch Netflix, Amazon, BBC iplayer on my smart TV for longer than 30mins and then I have wait to for an hour or two hours before it works again and then it cuts off again. I don't get wifi on the 1st floor of my house. Only on the ground floor. I'm so disappointed with JL. The only good thing is that JL tries to help, they do the the line testing over the phone. They have sent me two new routers but they BOTH don't work! Maybe its Plusnet that its rubbish. I've been paying £35.00 monthly for a rubbish service. I also doubt that the technical department's knowledge. I don't think they know what they are doing. Over price for what they are offering.
  • Satisfaction
    1 star
  • Speed
    3 stars
  • Reliability
    1 star
  • Customer Service
    1 star
Surrey John Lewis Broadband  
Absolute rubbish
  • Satisfaction
    1 star
  • Speed
    1 star
  • Reliability
    1 star
  • Customer Service
    1 star
Caernarfon John Lewis Broadband  
If you rely on your internet for work then don't go with John Lewis. We have had nothing but issues for the 8 months we have been with them. The initial connection was painful with no communication.We frequently have drop outs and the speed despite being on fibre is pitiful. It is affecting our ability to do work at home now.
  • Satisfaction
    1 star
  • Speed
    2 stars
  • Reliability
    1 star
  • Customer Service
    1 star
York John Lewis Broadband  
Absolute rubbish
  • Satisfaction
    1 star
  • Speed
    1 star
  • Reliability
    1 star
  • Customer Service
    1 star
ll545nn John Lewis Broadband  
We changed from Sky to John Lewis and we have regretted it since, broadband speed very poor and huge variations in download speeds
  • Satisfaction
    2 stars
  • Speed
    2 stars
  • Reliability
    1 star
  • Customer Service
    1 star
Market Harborough John Lewis Broadband  
Failed to take first direct debit cut off service within an hour of email stating there was a problem. I rang reconfirmed direct debit details. I was told everything ok. Direct debit still not taken. I then get email threatening debt collectors & phone cut off at same time. Forced to make card payment for their incompetence. I thought BT was bad! John Lewis this is damaging your brand.
  • Satisfaction
    1 star
  • Speed
    1 star
  • Reliability
    2 stars
  • Customer Service
    1 star
Leighton Buzzard John Lewis Broadband  
I made the monumental mistake of not reading enough reviews of John Lewis broadband before signing up. Switched over in May 2017, nothing but problems ever since. Had excuse after excuse, been told I've got the router too close to other items, even though wired broadband is also a problem. Now another week of phone calls and waiting for updates with nothing. John Lewis batting it to Open Reach and vice versa. Intermittent drops which can be as close together as a few minutes on/off. No particular pattern, only know about wired devices as we have linked to our 'smart' digibox. Such a shame because when it's working it is a good speed. I never usually do any reviewing online, so the fact I'm going out of my way to post on as many forums as I can find should tell you something. AVOID. I'm considering further action and looking to evidence voided contract.
  • Satisfaction
    1 star
  • Speed
    1 star
  • Reliability
    3 stars
  • Customer Service
    1 star
Sutton, Greater London John Lewis Broadband  
Didn't even get the internet in and we had so many problems with them by cancelling the order waited for it for 2weeks and the router didn't come on the date it was meant to do contacted they told us that it's on its way rang again and the order wasn't even placed we paid the fees to get it set us as well and all they could say was they have to place the order again and wait another two weeks waste of time wouldn't go for these providers they are nothing but time wasters
  • Satisfaction
    1 star
  • Speed
    2 stars
Darlington John Lewis Broadband  

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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 Unlimited Broadband - ADSL broadband at speeds of up to 17Mb with unlimited usage
  • John Lewis Fibre Broadband - fibre-optic broadband at speeds of up to 38Mb download and up to 1.9Mb upload with unlimited usage
  • John Lewis Fibre Extra - fibre-optic broadband at speeds of up to 76Mb download and up to 19Mb upload with unlimited usage

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).

John Lewis Broadband packages are also subject to traffic prioritisation, which drops the priority 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 software update traffic at peak times. Prioritisation varies depending on the package with Fibre Extra having higher priorities for some types of traffic than standard Fib. Traffic management can help to ensure a smoother service for you on average at peak times even if your speed may be slightly reduced.

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 options' speeds of up to 38Mb or 76Mb 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.

The choice between the standard Fibre and Fibre Extra packages may come down to upload speed rather than download, with Fibre Extra offering an upload speed that's 10 times faster. If you make use of Cloud backup services or upload a lot of photos or videos to services like Facebook or Snapchat then you're likely to notice the difference when upload speed increases, especially if you're in a home with several people using the connection at once.

Points to consider before you choose

  • How much do you value freephone UK-based customer support?
  • Do you regularly use the Internet for bandwidth-heavy activities like gaming or downloading large files?
  • Do you regularly send files to the Cloud or upload a lot of photos or videos?
  • 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?
  • Would the expense of the faster speed 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 9am - 6pm, 7 days a week. 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 - 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.
  • 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.
  • No short contract broadband - Customers hoping for shorter contracts may find themselves disappointed by the 12 month minimum contract length.
  • Not truly unlimited - Traffic management is used to lower the priority of some types of real time traffic over others, for the majority of users this will improve the performance of the service at peak times, but if you make heavy use of the type of traffic that's given low priority then you may prefer to opt for a truly unlimited supplier instead.
  • Telephone support not 24 hour - The freephone support number is only open for calls between 9am and 6pm.

 

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