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

  • £40 John Lewis e-gift card
  • Offer 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

  • Offer 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

  • Offer 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

2.7 stars
  satisfaction rating based on 486 customer ratings since 2018-04-19. See more John Lewis Broadband customer ratings and reviews.

Details last checked on 2019-04-16

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
    2.7 stars
  • Customer Service
    2.9 stars
  • Speed
    2.4 stars
  • Reliability
    2.6 stars

Based on 487 customer ratings since 2018-04-18

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
Don't join John Lewis broadband been with them for 8 months and have yet to be billed after30_40 calls and e mails they just keep saying we are working on it,but after8 months no fix ,not a good company.
  • Speed
    4 stars
  • Reliability
    4 stars
Chester John Lewis Broadband  
Anybody else annoyed at the fact that there is now no way of printing out a COMPLETE detailed telephone bill, such as via a pdf? I have been told by Service Dept that I have to print a summary via Firefox and then do a print screen of each separate page of an Excel spreadsheet in order to get the complete bill. TOTALLY UNACCEPTABLE!!
  • Satisfaction
    2 stars
  • Customer Service
    2 stars
  • Speed
    4 stars
  • Reliability
    3 stars
West Malling John Lewis Broadband  
Now become so unreliable & they are no help in changing
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    1 star
manningtree John Lewis Broadband  
Signed up for John Lewis broadband as price was competitive, then read reviews and was filled with some doubt, but I am now up and running for a week and have nothing but positive feedback. I called the Helpdesk with questions and the phone was answered instantly. Router set up was simple. Live set up occurred as promised. Communications always clear and timely and even a phone call today, just to check up everything was good. Line speed pretty much as promised. 5* at this moment, long may that last, and no regrets about moving my business to John Lewis.
  • Satisfaction
    5 stars
  • Customer Service
    5 stars
  • Speed
    4 stars
  • Reliability
    4 stars
Haslemere John Lewis Broadband  
In short, don't use them.
Our phone line and internet were cut off for over a week. After an engineer could not find a fault at the exchange, they sent an engineer to the house without an appointment. No one was in, and then they told us they could not send another for 4 days. When the engineer did come (after a week), it turned out that the fault was at the exchange all along and the first engineer had missed it.
Customer service was poor, giving different excuses for not sending an engineer, and it was impossible to elevate the complaint.
When the line is working, we only get download speeds of max 2mbs, but this regularly (every couple of days at the moment) gets dropped down to 0.2mbs. When we call, the speed goes back to normal, so BT must be choking the speed.
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    1 star
Ashford Hill John Lewis Broadband  
Do not choose John Lewis broadband thinking that the name suggests quality as you exoect with it stores. Two separate things!!
I thought, a name you can rely on, must be good, how wrong was I.
Fibre... 3.5 download MAXIMUM. Installed a week later than I was expecting, then after installation discovered hadn't been setup correctly their end. Had a friend over who deals with such things thru work, she was on the phone to an engineer for 30 minutes trying to sort for me!
Reply to my complaint, patronising and sarcastic veiled very thinly. Discovered it in my junk box which in all fairness is where it belonged.
Very often no internet at all as proved by my NOW TV box in the middle of programmes advising me to check my connection.
I left it too late to cancel the contract but won't be making that mistake ever again. I'm now nearing the end of my year and I can't wait to leave. You have been warned!
Alfreton John Lewis Broadband  
1 star is too generous. Please heed my warning, and do not use John Lewis Broadband. Do not be seduced by their offer of a gift voucher. It is not worth it. I transferred my service from Sky to them on 4th March. I was due to go over to them on Monday 18th. In this time the only communication I had was from Sky to say they were aware I was leaving them. Nothing from John Lewis and no router, so today (16th) I called them, only to be told that the request to transfer the line hadn't gone through properly. Apparently this was not their fault, it was Open Reaches fault and they were going to complain themselves. I was told he would email me to advise what was happening and try and get this pushed through for 18th, and to put my feet up and have a tea. Cocky idiot. I got his response on email and it was woefully insufficient. They were now blaming Sky - 'Sky hadn't received our order until a later date...' (??) 'so they rejected our request to keep the number. I've spoke to number ports and they've raised a manual order to get the services live on the 25th instead'. It also said underneath that my query was on hold till Wednesday 20th, so he was OK with leaving my high and dry till then? No thanks. They are a total shambles. They don't accept any accountability for THEIR mistakes, and there was at no point an apology from this person or from anyone I spoke to on the phone when I called to cancel the request altogether. DO NOT PUT YOURSELF THROUGH THIS. Their line for customers opting to leave them was red hot. I was on hold for 40 minutes. No wonder. Go with a reputable provider and don't waste your whole Saturday like I have had to do to deal with these jokers. I'm staying with Sky - I was only moving away from them to get a cheaper deal which they have now given me.
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    1 star
Peterborough John Lewis Broadband  
Broadband has been hopeless, whenever tested it's just ok but so slow most of time and Alexa devices can't work properly
  • Satisfaction
    3 stars
  • Customer Service
    3 stars
  • Speed
    1 star
  • Reliability
    1 star
Shropshire John Lewis Broadband  
Terrible customer service. Finally did the switch from BT, and regretted it almost instantly. Speed dropped from 7mbps to 0.4, cue daily phone calls to the worst CS ever! Left in my cooling off period, still trying to charge me £50.
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    1 star
Shetland John Lewis Broadband  
Have to say so far so good. Had been with Virgin cable for more than 10 years, but was determined to reduce my monthly bill. Couldn't get virgin to budge on price so looked around for a good deal. Price good and customer contact centre very efficient. Only issue I had was I had to call customer support to activate the broadband after the phone connections had been made by the engineer. Speed so far good and able to use Freeplay no problems
  • Satisfaction
    5 stars
  • Customer Service
    5 stars
  • Speed
    5 stars
  • Reliability
    5 stars
Penketh, Warrington 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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