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

  • £35 John Lewis e-gift card
  • 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
£28.50 for 12 months
£38.00 thereafter

No upfront cost

  • £45 John Lewis e-gift card
  • 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
£35.00 for 12 months
£43.00 thereafter

No upfront cost

  • £70 John Lewis e-gift card!
  • 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

2.8 stars
  satisfaction rating based on 569 customer ratings since 2017-12-16. See more John Lewis Broadband customer ratings and reviews.

Details last checked on 2018-12-05

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
    2.8 stars
  • Customer Service
    3.1 stars
  • Speed
    2.5 stars
  • Reliability
    2.7 stars

Based on 569 customer ratings since 2017-12-16

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
What a nightmare ! If only I checked other reviews first !
Trusted the name stupidly.
Very poor broadband speed ,despite great speed before with BT.
Terrible customer and technical service too, and they want to charge me for leaving !
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    1 star
Tewkesbury John Lewis Broadband  
Moved from Bristol on November 1 and signed up for John Lewis Fibre and 'phone service from 5 November. Got an email saying my sevice has been connected and advising me of 'phone number. The 'phone had a dialling tone but could not make calls. When i dialled the number the phone rang but not in my house. The next day a lady ( turned out to be a neighbour)called asking why I kept calling her, she was calling from my ( supposed ) number. When my ' phone was finally connected hers was cut off. Fibre broadband ( promised speed of 34 Mbps) turns out to be broken string with speed between 0.2 and 10. After a week got a letter from plusnet telling me that someone was moving into my house and that they were taking my number. The letter, from the head of customer services, stated if there were issue to 'phone them. I dialled the number on the letter which was no longer in service. Got through on the website number told them I had only just moved in and was not moving and wished to keep the number. Two days later I was cut off. I then got a call asking if I would mind giving my router to my next door neighbour as she now had a phone and broad band service again. Made several calls and was told I would be reconnected in about 10 days time but on a different number. Chased this up and was told the order had been cancelled also that their system had suffered a fault and that the only way to speed up the process was to rejoin, at a cost of circa £87 which would be immediately refunded. 'Phone was finally reconnected but on yet another number. The fibre broadband has yet to be resolved. I have been promised the refund of the £87 but some three weeks later am still waiting. I have spent around 15 hours on the 'phone to them, about the only person in plusnet I haven't yet spoken to is Peter Kay. I joined John Lewis broadband based on customer service I have received from John Lewis over 40 plus years and having endured talk talk cutomer service for about 7 years. I was wrong in thinking talktalk was as bad as it gets.
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    1 star
Kilcreggan John Lewis Broadband  
Absolutely terrible - DO NOT USE JOHN LEWIS!! The speed is flakey and drops all the time. When you try and cancel they make it next to impossible - you can't get through to their customer service department, or when you do the call drops - then they over charge you in the hope that you give up trying to get a refund, which you will because they are unbelievably painful to deal with AVOID AVOID AVOID!!
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    1 star
Devon John Lewis Broadband  
Brilliant, even with poor speeds and old line, 60+ years old apparently.
  • Satisfaction
    5 stars
  • Customer Service
    5 stars
  • Speed
    5 stars
  • Reliability
    5 stars
Colosseum Rome John Lewis Broadband  
Like others on here I thought joining John Lewis broadband would ensure a good experience. Signed up and paid for first month Then got letter from BT telling me they’d relinquish the line at an entirely different date to what I’d agreed with John Lewis broadband. Then the games began. Queries went unanswered. Complaints get ignored. Because I haven’t actually been connected yet I can’t cancel but getting thru to anyone can help is impossible. Just been transferred to someone who can help and twenty minutes later still on hold. Don’t go there at all. The customer service is deplorable - I could swear the last person I spoke to was drunk , i do know the woman before that conversation couldn’t have cared a toss about the problem. Shocking. They’re worse than BT and that takes some doing!!
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    3 stars
  • Reliability
    3 stars
Pontefract John Lewis Broadband  
What a shame that Plusnet who supply John Lewis broadband is giving John Lewis such a bad name. I know from being a John Lewis customer for years and have worked for the company that they do not treat their customers like I have experienced with Plusnet over the last 6 weeks that I have been with them. I only signed up with them because of John Lewis's good name and didn't know anything about Plusnet.
Plusnet add says 'We'll do you proud' No Plusnet, you don't. A note to John Lewis: Dump Plusnet and get a broadband and phone company that can deliver the standard of customer satisfaction that we have come to know and rely on with John Lewis.
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    3 stars
Norfolk John Lewis Broadband  
Terrible service!After waiting for two weeks for getting the service, they just easily told me to wait for another two weeks! I waited for another two weeks and again, nothing came! and again they said that you have to wait for another two weeks! So I have just cancelled it and now I think I have to wait for a year to get my money back! So, I put zero star as they are really unsustainable!
Bath John Lewis Broadband  
Wished I had checked the poor reviews before I signed up, worst company I have ever used , can't seem to get anywhere with them despite trying lots.
Want to leave but they threaten charging me to leave,despite their horrendous service.
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    1 star
Tewkesbury John Lewis Broadband  
Switched to John Lewis 6 months ago and had nothing but issues. The speed and reliability of the connection is appalling. Given up on customer service trying to resolve issues. This is without doubt the worst broadband service i have ever had.
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    1 star
co durham John Lewis Broadband  
I can’t comment on the speed and reliability however I can give customer service zero stars. Switched over and 5 days later still no broadband. Customer service unhelpful and then I receive an emailing telling me they are delighted to credit me £2.80 for no service. Wish I had read all the reviews before switching.
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    1 star
Berkshire 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.

Stay safe online

PC Security: 5 things you need to do to stay safe online

Posted on 2018-11-29 13:52 in Features Sky Plusnet Virgin Media Vodafone BT NOW Broadband John Lewis EE TalkTalk

As we spend more and more of our lives online - managing our money and doing our shopping - we're more likely to encounter problems. Viruses, scams and other cyber-crimes are continuing to become more common. So what's the best way to stay safe online? Let's take a look.

1. Install anti-virus software

Anti-virus software is a must if you use Windows (less so for Macs, Chromebooks, phone and tablets). It doesn't just protect you against viruses you can get though email attachments or dodgy downloads; it protects against all malware - any software designed with malicious intent. This includes nasties like spyware that steals your passwords, and ransomware, which locks down your computer unless you pay up.

Free anti-virus software from your broadband provider

A lot of the best broadband providers give you a free, or cheap, anti-virus subscription as part of their deal. If yours is on this list, make sure you take them up on the offer:

  • BT: with BT you get the McAfee powered BT virus Protect. You can install it on two or up to 15 machines, depending on your package. You also get Web Protect, which checks websites you visit are safe, and True Key, a secure password manager you can install on five devices.
  • EE: EE Home Broadband gives you a year's subscription to Norton Security Premium for up to 10 devices. After that it costs £39.99 a year, half the normal price.
  • Plusnet: Plusnet Protect, from McAfee, is free for Unlimited and Unlimited Fibre Extra customers. On the standard Unlimited Fibre deal you'll need to pay an extra £2 a month for your virus protection. You can install it on up to seven PCs.
  • Sky Broadband: on one of Sky's Unlimited deals you get a 12 month free trial of the McAfee Internet Security suite for up to three PCs. On the limited packages you get three months. Once the trial is up you can keep it going for £3 extra a month.
  • TalkTalk: with TalkTalk you get HomeSafe, an award winning online security package. This combines some virus protection and parental controls. It isn't a full anti-virus tool, though.
  • Virgin Media: Virgin Media Security is worth £39.95 a year, but is free to all Virgin Media broadband customers. It gives you full anti-virus coverage for up to three PCs.
  • Vodafone: with Vodafone you get a free six month sub to F Secure SAFE anti-virus package for up to five devices. After that, you can subscribe for £39.99 a year - half the normal price.
  • NOW Broadband: with NOW you get the Broadband Buddy service. This helps to protect you against malware-infected sites, but isn't a full anti-virus package.
  • John Lewis Broadband: John Lewis offers a full subscription to the Bullguard security package for Windows users.

If your supplier isn't on the list, there's loads of free anti-virus tools you can get instead. Bitdefender and Avast are among the most highly rated.

Malware isn't just a concern for those who browse the murkier reaches of the internet. Perfectly benign, mainstream websites can become compromised, and even ads can be crafted to try and do bad things without you even needing to click on them.

2. Keep your software updated

It's so tempting to turn off automatic software updates. They always pop up at the worst possible time, and if it happens to be a Windows update you can write off the next half hour waiting for it to finish.

Except, software updates are really important. Especially the Windows ones.

They don't just bring new features or improved performance, they make your computer more secure. Bugs in software can create the kind of security risks that malware thrives upon. Not only do they allow the malware into your system, they can also enable it to spread from one machine to another.

Updates shut down these vulnerabilities. At the very least, don't turn off updates to Windows or your web browser, such as Google Chrome. Better still, allow all your apps to update as they need to.

3. Learn how to recognise online scams

Malware is designed to exploit weaknesses in computer systems, but the truth is the weakest points of all are us, the users. You can lock down your laptop but it won't stop someone trying to trick you into handing over your passwords.

Phishing scams, as they're called, have moved on a lot since the days of the Nigerian prince who wanted to send you tens of millions of dollars. They're now a whole lot more sophisticated and difficult to spot. And it isn't just online that you need to be wary. You might get a text message purporting to be from your mobile network, or you could get a scam call from your broadband provider.

So, how do you spot scams? Here's a few tips:

  • Spelling and grammar mistakes in emails are a dead giveaway. Also, does the email greet you by name or a generic title?
  • Beware of emails demanding urgent action. Scammers try to scare you into responding, like telling you there's been a security alert on your account, or you're overdrawn, and you must log in to fix it.
  • Be wary of links in emails. Don't assume that the link is going to take you where you think it will.
  • Or just don't click links at all. Instead of clicking a link to one of your online services, manually type their address into your browser instead. Or pick up the phone and give them a call.
  • If it sounds suspicious, it probably is. If you didn't buy a lottery ticket, you didn't win the lottery.
  • Don't assume a fancy website means that a site is reputable. This is a rule to follow when shopping online, too.

Anti-virus software and web browsers will help you to sniff out phishing scams. What better reason to keep them up to date?

4. Use better passwords

We all know the importance of using strong passwords and not re-using them. But it can be difficult, since strong passwords are so much harder to remember. There are three things to try to make your life easier:

  1. Think in terms of passphrases instead of passwords. A sentence of eight random words is easier to remember - and type - than a password of eight random characters, but it's just as hard to crack.
  2. Consider using a password manager. Don't save your passwords in your web browser, use a dedicated password manager instead. This saves all your logins under a single, more secure password. With BT Broadband, the True Key offers exactly this feature and is worth trying out. Alternatively, take a look at LastPass or 1Password, both of which are free.
  3. Use two factor authentication. A large and growing number of services offer two factor authentication. When you log in you need to enter both your password and a second, unique code sent to your phone via an app or text message. It's a lot more secure.

5. Keep an eye on your privacy

Finally, keep an eye on how much information you're sharing online. If you use social networks you're probably sharing a lot more than you realise. Check the Privacy section in Facebook and other services to lock them down, and make sure your kids do this, too.

And speaking of kids, most broadband providers offer some form of parental controls that you can use to manage what people can see, or how long they can go online. These are worth setting up, but remember that they are by no means foolproof.

Comments

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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