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
  • 66Mb average speed 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!
  • Truly unlimited usage
  • 10Mb average download speed
  • 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
  • No activation fee
  • 12 month contract

Buy now

John Lewis Broadband Fibre with Talk Evenings and Weekend
£27.50 for 12 months
£38.00 thereafter

No upfront cost

  • 12 months reduced price!
  • 36Mb average download speed
  • 9Mb average upload speed!
  • Truly unlimited usage
  • Free UK-based customer support
  • Free PC or Mac security suite
  • Free set up for switchers
  • Evening and weekend calling
  • No activation fee
  • 12 month contract

Buy now

John Lewis Broadband Fibre Extra with Talk Evenings and Weekend
£32.50 for 12 months
£43.00 thereafter

No upfront cost

  • 12 months reduced price!
  • 66Mb average download speed
  • 18Mb average upload speed!
  • Truly unlimited usage
  • Free UK-based customer support
  • Free PC or Mac security suite
  • Free set up for switchers
  • Evening and weekend calling
  • No activation fee
  • 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 - Fibre Extra package averages 66Mb 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

  • 10Mb average ADSL speed, 36Mb average Fibre download speed and 66Mb average Fibre Extra download speed

  • 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 AC-rated wireless routers

  • Range of inclusive landline minutes available with every deal

  • Same price offered wherever you live

  • John Lewis Broadband have published a Traffic Management Policy

2.9 stars
  satisfaction rating based on 613 customer ratings since 2017-07-18. See more John Lewis Broadband customer ratings and reviews.

Details last checked on 2018-07-06

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
    2.9 stars
  • Speed
    2.5 stars
  • Reliability
    2.7 stars
  • Customer Service
    3.3 stars

Based on 613 customer ratings since 2017-07-18

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 went for John Lewis because of their reputed customer service. Unfortunately, a lot of them have very strong accents which I can't understand. Although it is relatively easy to get through to them (MILES better than BT or TalkTalk), the broadband speed is really poor. I cannot stream films on wi-fi so the TV has to be wired up to the router. Quite often, the speed is so slow that even that doesn't work, even though I'm in a city, not deep in the countryside. On their advice, I've changed channels but nothing really helps. Not impressed but now tied into the contract for a year, unfortunately.
  • Satisfaction
    3 stars
  • Speed
    4 stars
  • Reliability
    2 stars
  • Customer Service
    2 stars
Kent John Lewis Broadband  
I've been with various different broadband companies over the years, with mixed results, but John Lewis Broadband, and by extension Plusnet, the actaul provider, are without a doubt the worst provider I have ever seen.The speed is incredibly unreliable, constantly fluctuating an average of 5mbps to 0.2mbps in the space of minutes, having short periods of stability followed by days or weeks of abysmal service. Customer service is about as reliable as the network itself; it can take several days to get support, and when you do they always say the same thing about resetting things on their end, only for service to continue as normal... which is to say awful. I'm lucky enough to be the only member of my household who has managed to get a wired connection to my PC, and although that can reach decent speeds it will drop on a whim, and plans of gaming with friends can quickly devolve into disappointing night spent unable to connect to anything. The upoad speeds are so bad that attempting to upload anything, even small files like oictures and even long messages can cripple the entire service for several minutes. When trying to upload larger files the entire service is unuseable as it send your important files 1kb at a time; I almost failed an important university module when it took 6 hours to upload half of a 1.5gb file before the service cut out completely and it had to start again. Whether you want this service for work, school or leisure I can whole-heartedly reccomend you look elsewhere and forget that John lewis even supplies broadband... God knows they don't seem to remember themselves.
  • Satisfaction
    1 star
  • Speed
    1 star
  • Reliability
    2 stars
  • Customer Service
    1 star
Manchester John Lewis Broadband  
Really dreadful. Worse than I expected.
The line was "mis-jumpered" in the cabinet, despite JL / Plusnet telling me all was OK. I had to risk £65 for an Openreach engineer to visit and sort it out.
JL promised me 2 months free service for the trouble, but didn't credit me.
My home phones don't ring when someone calls. Waiting for Openreach again, as a "line card" is faulty in the exchange.
Phoning JL customer service takes you to an Asian call centre, located in Leeds. Aggressive, awkward and unhelpful.
Go to another provider. Any other. Don't buy JL.
  • Satisfaction
    1 star
  • Speed
    1 star
  • Reliability
    3 stars
  • Customer Service
    1 star
goole John Lewis Broadband  
It was cheap for the first 12 months. The switch to them was smoothish ( though my old provider alleged they weren't informed by them which caused a billing problem. ) Speed has been as promised. Issue has been periods of intermitent cutting out. Not brilliant but for the price of the 12 month introductory contract I would recommend if on tight budget.
  • Satisfaction
    3 stars
  • Speed
    4 stars
  • Reliability
    4 stars
  • Customer Service
    3 stars
Whitehaven John Lewis Broadband  
Decided to sign up with John Lewis and was given details of their Email service the rest to follow later. Attempted to set up the Email on the Mac Email client. Despite all the settings being correct according to information provided, it just wouldnt work. Have never had such a fruitless fight with an email service. Took this as an indicator of the rest of JL broadband so ditched them.
  • Satisfaction
    1 star
Sevenoaks John Lewis Broadband  
Broadband was okay sometimes slow at odd times during the day. The worst part of my experience with John Lewis broadband was the set up and termination. The setup took over a month!! They would book someone in to set up the broadband and then this would be cancelled a few days later and prosponed to the following week. This happened twice! It was so inconvenient as they gave very little notice to the cancellation (I booked days off work as I had to be home for the setup. When they cancelled I lost out on holiday!!!! Very frustrating) The broadband was okay once up and running but sometimes it could be slow during random times of the day/ evening for no reason. The worst experience I had with them was when I tried to terminate my contract. I had left the country and was not able to make phone calls so I sent a message through the portal. The response I received was unhelpful to say the least... I don’t even think they had read the message I had sent! When I call up instead however, they were rude and uncooperative. I was expecting to be charged as I was leaving early but the service I received was some of the worst customer service I have ever experienced. I will never choose this provider again!!!!
  • Satisfaction
    2 stars
  • Speed
    1 star
  • Reliability
    4 stars
  • Customer Service
    3 stars
Nottingham John Lewis Broadband  
Ordered the fibre then read some pretty negative reviews so was very anxious. Switch over day arrived and I called customer services once. They had to turn something on at their end that should have been done and all worked fine. 5 minute call in total. 3 weeks in we've had no problems.
  • Satisfaction
    5 stars
  • Speed
    5 stars
  • Reliability
    5 stars
  • Customer Service
    5 stars
North east John Lewis Broadband  
Have had John Jewis Broadband for 1 year and 5 months now. first 6 months speed and reliability were fine, after that it started disconnecting alot, speed was awful. I have called numerous times to customer service, I am being told always everything is fine. past couple of months has been slightly better but it's been absolutely awful last week. I have saved all my speed tests since, even at 1am, the download speed is under 1mbps. nothing has changed at the property, we have already changed 1 router from you, so you tell me what's next. definitely a problem at your end.
  • Satisfaction
    2 stars
  • Speed
    3 stars
  • Reliability
    1 star
  • Customer Service
    1 star
Marchwood John Lewis Broadband  
I Chose John Lewis Because I knew i would get decent customer service .There is no way i would do BT,Virgin or Talktalk after trying to get through to their customer services ,1 hour on hold , a light hearted conversation with a robot which quickly escalates into a serious argument ,with a robot ,because after a brief interrogation it wil not accept my mothers aunties grandmas middle name .Whoa betide you customer services when i finally speak to a human.
Anyway had a slight problem on activation day ,ran customer service ,Pressed one button and "Bingo " A Human Vice ,
Thank you for treating me like a customer
PS> Broandband is decent too.
  • Satisfaction
    5 stars
  • Speed
    5 stars
  • Reliability
    5 stars
  • Customer Service
    5 stars
Leyland John Lewis Broadband  
Worse broadband I have ever had. When I joined John Lewis broadband I upgraded to fibre optic thinking this would make it quicker but it was slower than I've had for years and the service was intermittent (daily crashes). I would have called for technical support but was advised I have to go through a long complicated process trying to get it fixed myself before calling - I'm not too bad with technical things but I couldn't follow the directions. I have now moved to BT and have fast reliable broadband but John Lewis keep sending me bills! Only on leaving did I find out that John Lewis broadband is Plusnet. I would recommend avoiding at all cost - unless you don't actually need working broadband and you're happy to continue being billed after you leave them!
  • Satisfaction
    1 star
  • Speed
    1 star
  • Reliability
    1 star
  • Customer Service
    1 star
Kent John Lewis Broadband  

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The reviews published on this page are those of the individual authors who have warrantied that they abide by our review guidelines. Reviews are not the opinion of Broadband.co.uk.

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 averaging 10Mb with unlimited usage
  • John Lewis Fibre Broadband - fibre-optic broadband at speeds averaging 36Mb download and 9Mb upload with unlimited usage
  • John Lewis Fibre Extra - fibre-optic broadband at speeds averaging 66Mb download and 18Mb upload with unlimited usage

The speeds are advertised with 'averages' 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' speed averages of 36Mb or 66Mb 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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