John Lewis Broadband Buyers Guide

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
  • Truly unlimited usage allowances on 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
£19.00 for 12 months
£28.93 thereafter

No upfront cost

  • £40 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
£26.00 for 12 months
£40.60 thereafter

No upfront cost

  • £50 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
£29.00 for 12 months
£45.67 thereafter

No upfront cost

  • £75 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

Details last checked on 2021-05-13

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
  • Fibre package available - Fibre Extra package averages 66Mb in enabled areas
  • Phone service included - evening and weekend landline calling included as standard or choose between a range of inclusive call packages including an international calling option
  • Shorter fibre contracts - John Lewis offer 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
  • 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 7:30am and 10pm
  • Calls to mobiles not included - inclusive calls don't include UK mobile phones unless an additional £5/month is paid, which is only available when already paying £5/month extra for Anytime landline calling
  • Annual CPI plus 3.9% price rises - prices for broadband, line, call plans and call charges will increase with the Consumer Price Index plus 3.9% in June 2021, March 2022 and then annually each March onwards

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 support line open 8am to 10pm all week

  • Comprehensive PC security package from BullGuard included

  • All deals come with AC-rated wireless routers

  • Range of inclusive landline minutes available with every deal, evening and weekend calling as standard

  • Same price offered wherever you live

  • John Lewis Broadband have published a Traffic Management Policy

2.5 stars
  satisfaction rating based on 331 customer ratings since 2020-05-14. See more John Lewis Broadband customer ratings and reviews.

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
    2.5 stars
  • Customer Service
    2.8 stars
  • Speed
    2.2 stars
  • Reliability
    2.4 stars

Based on 331 customer ratings since 2020-05-14

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
taken money, no broadband and impossible to get money back! absolutely appalling. they got all my details wrong despite many repetitions(other than my card details funnily enough) took money out of my account, no communication from them as they took down wrong email , name etc....... ??? essentially stole £29 of my money , i cancelled when they were unable to fix my name, email etc on the account. they also promised switch over would happen on weekend then this wasn't possible( they just said what we wanted to hear so they could get a sale) don't be fooled by the British call centres since the people do not want to help and are very difficult to communicate with! I have made 10 phone calls over the last 2 weeks in an attempt to get through to someone with a brain cell who can help me. i'm polite on the phone to them but it is really frustrating they come up with all sorts of excuses as to why they can't refund (no access to a system until after 5 pm? they can only refund with a cheque but need authorized by a very senior person who is never available) Many of the call centre staff do not have a good grasp of english and have no desire to help customers. they'll promise a call back from a manager but then they never call back... one manager did call eventually but said he couldn't access the system and promised to call back .... i doubt i'll get my money back - ive heard some people have to wait weeks. thiefs. if a person walked into John lewis and shoplifted they'd get done. Why is it ok to nick people's money John scammy lewis?
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    1 star
Central Scotland John Lewis Broadband  
Until last Monday I would have scored 3 or 4 stars for most categories, but since then our speed has dwindled to nearly nothing for no apparent reason. Several calls to the helpline have not offered any hope of improvement, the answer seems to be "do not ring us again for 2-3 days until it settles down"... We have reached the end of this particular road and just signed up with BT. Disappointed/disgusted.
  • Satisfaction
    2 stars
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    1 star
Leeds John Lewis Broadband  
Very Poor Cancelled Contact but keep taking payments & demands via email
stressful
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    3 stars
  • Reliability
    1 star
west Sussex John Lewis Broadband  
I changed to John Lewis on 7 April. No broadband after 4 days, so I cancelled the contract. I was told this will cost me £80 cancellation fee.
  • Satisfaction
    1 star
  • Customer Service
    1 star
Ramsgate John Lewis Broadband  
Please avoid. Drops out continually. Appalling customer service including being given the wrong information. No parental controls.
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    1 star
Hertfordshire John Lewis Broadband  
What an absolute garbage company to deal with.
Appaling customer service.
DONT think by going to these clowns you are getting a decent service... been waiting months for a refund, and they dont know where it is!
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    3 stars
  • Reliability
    3 stars
Maidstone John Lewis Broadband  
Generally fine. However, I've just discovered I've been on maximum rate for a year and they have only just told me. I am extremely disappointed as I only chose John Lewis in the evidently misplaced hope, that they would treat their customers fairly.
  • Satisfaction
    2 stars
  • Customer Service
    4 stars
  • Speed
    3 stars
  • Reliability
    5 stars
London John Lewis Broadband  
No working phone I need to Ring doctors and Job centre trying to ring me, it has been off for days now! THE GOVERNMENT have got to do something about the Rubbish system in this Country, the way people are left by these Internet people of whom just put up the prices and seem to do what they like it should say on the web site we are having problems with internet and phone But no it's always a YOU problem just happening to you really sick of the state this country is in with greed and a lack of help!
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    3 stars
  • Reliability
    2 stars
Morecambe John Lewis Broadband  
Constant daily dropouts, customer service take the politicians approach to answering questions. Watch out for the calls included phone service Over £120 for a 15 minute premium / mobile call
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    1 star
north yorkshire John Lewis Broadband  
Awful, awful, awful. 8 days without broadband, no one is escalating the process. Ive had to buy data from my mobile phone provider in order to keep working. Keep being told it's external fault so out of their control when an engineer will go out.No one answers my online updates. An hour a day on the phone, not spoken to the same person twice. I only gave one star because I couldn't give zero. They literally do not care. I have been told for the past 3 days someone would update me by 6pm. Not one phone call or email.
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    1 star
Potters Bar 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.

Man relaxing with a laptop

How to find the best broadband for light use

Posted by Andy Betts on in FeaturesVodafoneHyperopticJohn LewisTalkTalkPlusnetEECommunity FibreNOW BroadbandOnestreamThree

You know how it goes. Whenever you start shopping for a new broadband deal, you find yourself being steered towards the faster, flashier and more expensive services.

The thing is, not everyone needs an upgrade. Some of us are happy with what we've already got, and some don't even need that.

If you don't have a house full of kids who are all online 24/7, or if you live on your own, or are part of the generation that's less computer-reliant, then you may be able to get away with a much more basic broadband service. It could even save you some money in the process.

Let's take a look at your options.

How light is light use?

First of all, you need to work out how much you actually use the internet, to make sure your usage is as low as you think it is.

If your usage is mostly things like web browsing, shopping and bill paying then that's definitely light use. TV streaming counts as well, so long as there's only one person in your house doing it at any given time, and that you don't want to watch in the highest quality on your massive 4K TV.

But there are lots of other things as well that you don't tend to think about: Windows updates on your laptop that happen in the background, downloading movies and TV shows to your Sky Q box, playing games, and sharing large files for work. And all those other little devices you've got connected to your Wi-Fi. Some of them won't be downloading much, but it all adds up.

Chances are that you do use more bandwidth than you realise, so do make sure that you buy a broadband service that's right for your needs.

Broadband for light use

The slowest broadband you can get is standard broadband. This is the old pre-fibre service that runs entirely on the copper phone network. It offers average speeds of around 11Mb, which is enough for general web use or for one person to watch Netflix in HD.

Standard broadband is old tech and is set to be phased out in a few years, but you can still get it right now. It doesn't offer huge savings - standard broadband will typically save you a couple of pounds a month, but over the course of a year they do amount to the cheapest deals you can get.

Take a look at NOW Broadband, Plusnet and John Lewis for the cheapest standard broadband packages, with prices under £20 a month.

If you don't want to go quite that slow, the most basic fibre deal you can get is from Onestream. Their 17Mb service is the cheapest widely available fibre broadband package.

Most suppliers' entry-level fibre offers more than double that speed, at around 36Mb. Almost every broadband company has a deal at this level, so there's bags of competition on price and service. TalkTalk, Vodafone and EE all have deals around the same price point for the same speed services.

36Mb is ideal for light use - it's affordable but not too restrictive. It can handle many people online at the same, with even two or three streaming movies simultaneously, so has plenty of headroom for when you have guests round.

You could also consider some specialist providers. Hyperoptic and Community Fibre have great value full fibre packages - at 30Mb and 50Mb respectively - but they're both available in only very limited areas. Or you could go for a mobile broadband deal, running on the 4G network (or 5G in some areas), such as the 18Mb plan from Three.

You don't always have to buy the best or fastest broadband deal around. Pick what you need, and if you only need something basic then you've got plenty of choices.

Ready to start shopping for a new broadband deal? Just enter your postcode into our postcode checker and you'll be able to see exactly what offers are available in your street right now.

Comments

BT Group logos

BT, EE, Plusnet and John Lewis announce mid-contract price hikes - what can you do?

Posted by Andy Betts on in NewsFeaturesEEBTJohn LewisPlusnet

Make sure you read the terms carefully when you take out a new broadband deal: there's a growing trend for some providers to sneak in new clauses promising significant mid-contract price rises.

The four BT Group brands - BT, EE, Plusnet and John Lewis - have now all announced new policies to allow bigger price hikes on their deals. They will see annual increases equal to the consumer price index (CPI) inflation rate - plus an extra 3.9% on top.

Previously, ISPs would typically peg their rises to the CPI, or in some cases promise none at all.

Plusnet, for example, have effectively replaced their heralded fixed price guarantee with the guarantee of at least one - and potentially two - price rises over the course of a broadband deal.

BT, meanwhile, no longer offer contracts shorter than the two-year maximum that Ofcom allows. That means you'll be paying at least 7.95% more at the end of your deal than you were at the start.

Here's what they've announced:

  • BT and EE are using the CPI published every January. The price rises go into effect from 31st March each year, and apply to customers who signed up after 1st September 2020.
  • For the 2021 increase, Plusnet and John Lewis are using the CPI published in April and applying the increase from 1st June. After that, they're using the CPI published every January, and adding the increase to bills from 1st March. It affects customers who signed up from 7th October.

If you're on an older deal and still within your initial contract period you won't be affected by these changes until the time comes for you to renew. If you're out of contract you will be affected, although you should never stay on an out-of-contract deal for long.

So how much more will you be paying? For reference, the CPI rate for December 2019 was 1.3%, so that's the rate by which your price would have gone up on most deals. Under the new policy, that increase would have been a hefty 5.2%.

The Bank of England's target for the CPI is even higher at 2%. Of course, with the uncertainty that comes from the UK being in the middle of the biggest economic slump in 300 years, it's hard to predict what that rate will be in future. Needless to say, negative inflation won't result in a discount as that 3.9% will stay in place regardless.

What can you do?

Ofcom rules state that you can quit your contract without penalty if your broadband provider introduces "unexpected" mid-contract increases. But by announcing these plans, and writing them into your contract, they won't be classed as unexpected, so there's no escape.

What you can do instead is ensure you factor in the changes in your monthly charges when you're comparing broadband deals. And also keep in mind the date you sign up. If you take out one of these deals in February or March you'll be hit by an immediate price hike.

This move makes genuine fixed price guarantees more valuable than ever, especially if you're signing up for longer than 12 months. TalkTalk, italk and SSE are among the suppliers still offering them, so if you want clarity over what your bills will look like over the next couple of years they're worth checking out.

If you're ready to find a better deal on your broadband, use our postcode checker to see what's available in your area.

 
 

Comments

John Lewis Broadband Buyers Guide - Is John Lewis right for you?

Can I get John Lewis Broadband?

John Lewis Broadband is supplied by Plusnet, which is in turn owned by BT. So, they have the full BT network coverage, which extends to more than 95% of UK households. You should be able to get it, unless you're in a very rural area.

But if John Lewis Broadband is simpy a re-badged version of Plusnet, why would you choose it over the more established tech brand? There's one main reason. Plusnet charge different prices for the same service depending on whether you're situated in a low cost or non-low cost area. John Lewis don't. If you live in the countryside you'll pay the same as you would in the middle of the city.

In addition to that, there's brand recognition to consider. John Lewis stores have a strong reputation for providing outstanding customer service, and they aim to provide a similar level for their broadband products.

Use our postcode checker to see if John Lewis Broadband is available where you live.

What packages are available?

John Lewis Broadband offer three basic broadband packages.

There's one standard deal and two fibre offers. All three come on 12 month contracts:

  • Unlimited - standard ADSL broadband at speeds averaging 10Mb with truly unlimited usage
  • Fibre - entry-level fibre broadband offering speeds averaging 36Mb for downloads and 9Mb for uploads with truly unlimited usage
  • Fibre Extra - the faster fibre-optic broadband plan at speeds averaging 66Mb download and 18Mb upload with truly unlimited usage

These packages all come with a home phone service and line rental - there are no standalone broadband options. The phone service comes with inclusive weekend and 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 without charge as long as your call doesn't exceed one hour. You can upgrade this to a full Anytime calls plan 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. If you're on one of the Anytime packages, you can add inclusive UK mobile calls for an additional £5/month, otherwise these cost 12.5p/minute at peak times and 10p/minute evenings and weekends.

As with all providers, 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.

Which package should I choose?

There are a few things you'll want to consider before signing up to John Lewis Broadband, not least what speed you need and whether you need a call plan.

First, the speed. The Unlimited deal, with an average download speed of 10Mb is fine for a small household with only basic demands. It'll be enough for browsing, shopping and social media on multiple devices, and should be okay for streaming Netflix on one device. Any more than that, you need to look at one of the fibe deals. The basic fibre option should be good enough for all but the busiest households, able to handle more than one person watching Netflix or playing online games at the same time. For larger or more demanding homes, go for the fastest deal.

As for whether to choose John Lewis over other providers, consider whether you need the built-in call plan. It's great if you make a lot of landline calls, but if you don't you might be able to shave a few pounds a month off your bill somewhere else. Also, consider where in the country you are. If you're in a more rural area you might find the non-geographic pricing of John Lewis works out cheaper than it would on, say, Plusnet.

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. Standard broadband customers get a Netgear N150 WNR1000 router with wireless ‘N’ technology, a double firewall, wireless security, optional parental controls, and 5 ethernet ports. Fibre users get the more high-end ZyXEL VMG8924 router. This is AC-rated and has dual-band support, meaning faster speeds and stronger connections over distance. There's also the firewall, security and other features. If you prefer, you can use your own router instead.
  • 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 evening and weekend calls - Although this is technically built into the price you pay, you do get a non-optional call plan with all broadband packages. It gives you free evening and weekend calls of under 1 hour duration to most UK landlines.
  • UK-based customer service - Calls to customer service for John Lewis Broadband are free, and they're available into the late evening every night of the week.

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 7:30am - 10pm, 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.

  • 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.
  • Telephone support not 24 hour - The freephone support number is closed between 10pm and 7:30am.
  • Calls to mobiles not included - The inclusive phone plans don't include calls to UK mobile phones, which are charged 10p/minute evenings and weekends, and 12.5p/minute daytime. A £5/month Mobile Bolt-on can be purchased to add anytime calls to UK mobiles, but only if you're already paying at least £5/month for one of the Anytime landline call plans.
  • Annual CPI increases apply - Prices for broadband, line, call plans and call charges will all increase in June 2021 by the Consumer Price Index (CPI) rate of inflation published by the Office for National Statistics in April of that year plus 3.9%, and then will raise again on the same CPI plus 3.9% basis each March from 2022 onwards. Other prices, content and terms may also change during your contract.
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