John Lewis Broadband 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.

Recent Customer Ratings for John Lewis

  • Satisfaction
    2.9 stars
  • Customer Service
    3.2 stars
  • Speed
    2.6 stars
  • Reliability
    2.8 stars

Based on 360 customer ratings since 2019-02-18 (Show all time ratings)

Visit John Lewis Broadband   Read our John Lewis buyers guide

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 ratings placed, whichever is largest.

628 Customer Reviews for John Lewis Broadband

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Reviewer Location Reviewing Date Ratings
Please do not take up the current offer with John Lewis which alleges to include £40 gift voucher, they never send the same and when query they say not added to your account. Their speed is terrible only joined less than 3 weeks ago. Avoid avoid avoid
  • Speed
    2 stars
  • Reliability
    2 stars
London John Lewis Broadband  
Broadband as supplied was fine and as expected. No issues during the initial 12 months. But once out of contract the price rose by 25% so I looked elsewhere. Found a much cheaper provider and moved. Noticed several months later that no refund had been made on the last months overpayment. Had to check bank statements, find my old broadband account details etc. Rang up Plusnet, the JL provider and was given some half baked tale about why the money hadn’t come through. A cheque has now been received. I urge all leavers to check they have had any monies due. JL distances themselves from the problem. JL clearly Happy to take Plusnets cash for the name association, but not willing to take the flack from the same association. Shame on JL. I expect nothing better from Plusnet.
  • Satisfaction
    2 stars
  • Customer Service
    1 star
  • Speed
    3 stars
  • Reliability
    3 stars
Carnforth John Lewis Broadband  
I decided to switch from TalkTalk because of its notoriously poor service but so far John Lewis has been even worse. Slow to switch, with very poor communications (I got random emails saying "we have escalated your query" when I hadn't submitted a query, and then it turned out that "escalated your query" meant "downgraded the service that we're giving you because, even though you say you already have broadband, we don't believe you so we're not going to give you broadband, but don't worry, you won't have to pay". I'm stuck without broadband, but am having to pay through the roof for pay-as-you-go wifi in the meantime. I now have to have a different phone number because JL said the old supplier to release my old number. However, it looks as though John Lewis hasn't actually told my previous supplier that they've taken over, as my previous supplier is still sending me bills. Generally, I'm astounded at how poor this service is, really unexpected from John Lewis - maybe you should stick to selling cups and cushions. If anyone else is wondering whether to go with this service, don't - it's not worth the hassle
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    1 star
London John Lewis Broadband  
Chronic service signed contract end of Nov for £20 a month for a year . Service stared 10th dec first bill £22 (they put it up £2 a month before my line even started. Have had to ring customer service every month since as bill wrong every time. Staff seem bored and uninterested. John Lewis should be embarrassed to be associated with their provider.
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    1 star
Carmarthen John Lewis Broadband  
Switched from Talktalk who are poor in every way.
Very impressed with excellent service and brilliant speed of Internet.
Very fast set up within days.
Very happy
  • Satisfaction
    5 stars
  • Customer Service
    5 stars
  • Speed
    5 stars
  • Reliability
    5 stars
Weybridge John Lewis Broadband  
Worst customer service I have ever come across, nice people who do nothing. My experience was leaving due to a price rise which was allowed under their terms and then being chased for the early leaving fee to the point of them using a debt collection agency, this is despite 8 calls to customer service who entered the details on the system. Useless.
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    4 stars
  • Reliability
    3 stars
Uk John Lewis Broadband  
Excellent fast service, professional communication and competitively priced.
Always trusted, reputation proceeds every time!
  • Satisfaction
    5 stars
  • Customer Service
    5 stars
  • Speed
    5 stars
  • Reliability
    5 stars
Weybridge John Lewis Broadband  
If you’re expecting the level of customer service usually associated with John Lewis, think again. The brand reputation was one of the deciding factors in choosing this broadband service but it has been atrocious so far. Encourage you to look elsewhere unless you’re happy to wait forever and experience many bumps in the road which should not even be a consideration.
Come on John Lewis, there are many, many 1 star reviews on here, suggests there’s an issue. Please don’t destroy your lovely brand.
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    1 star
Bath John Lewis Broadband  
The speed of the broadband is good however the customer service is APPALILNG! So it's all good so long as you don't have any issues in which case, good luck!

I paid to have my account switched to a new address in order to avoid starting a new 12 months contract. The new account stopped working after a few days and John Lewis Broadband informed me that due to a technical error, I needed a new account to be set up which costs £32 but that money would be repaid to my account. Well to date it hasn't turned up in my account.All very un professional and incredibly frustrating.
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    4 stars
  • Reliability
    4 stars
Hove John Lewis Broadband  
Faster than BT and had no issues
  • Satisfaction
    5 stars
  • Customer Service
    5 stars
  • Speed
    5 stars
  • Reliability
    5 stars
Exeter John Lewis Broadband  
the speed and reliability is as good as anyone elses here. I went with john Lewis because they were the only provider who didn't charge a premium for providing a second class service to a rural area then 3 months in the price went up. Won't be remewing the contract for that alone. There were also problems with the initial installation, which to their credit they did solve promptly.
  • Satisfaction
    2 stars
  • Customer Service
    3 stars
  • Speed
    3 stars
  • Reliability
    3 stars
Machynlleth John Lewis Broadband  
John Lewis have hit rock bottom. Migration from old provider (wish I never moved) seems to be run by a well meaning bodger in his leaky shed. Nothing happens unless you chase it up. Call centre staff trained extremely badly, limited knowledge of what is happenning and different stories delpending on who you speak to.
  • Satisfaction
    2 stars
  • Customer Service
    1 star
  • Speed
    3 stars
  • Reliability
    3 stars
London John Lewis Broadband  
DREADFUL on all counts! Very unsatisfactory service with download speeds a pitiful 1.64Mb when I signed up for fibre broadband of 36Mb!!! Internet drops constantly making watching a program an impossibility. I would not recommend John Lewis (i.e. plus-net) for broadband. Can’t wait to switch and will never touch them again!. Don’t be tempted they are rubbish! A very unhappy customer
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    1 star
North West John Lewis Broadband  
Perfectly fine service from John Lewis Broadband until something goes wrong. Obviously I'm not supposed to expect John Lewis levels of service, although this is exactly why I chose them as ISP.
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    3 stars
  • Reliability
    3 stars
England John Lewis Broadband  
complete waste of time. I thought with their name they would provide decent broadband. very slow speed, of at time less than 1mbps and constantly dropping , left me in the lurch after 6 days of trying sort it out. booked an engineer visit and who did not turn up with no explanation. I am moving
  • Satisfaction
    1 star
  • Customer Service
    3 stars
  • Speed
    1 star
  • Reliability
    1 star
BIRMINGHAM John Lewis Broadband  
BT was a hideous corporate brute. I got very slow speed and frequent problems. John Lewis has been utterly superb. There were a few glitches after I switched, but these were soon sorted. My ISP is owned by bt and I think this is important. My payment is massively reduced and my typical speed is almost double that which I got with bt. Substantial negative causal (re my time with bt) was switching router off at night. I would never switch from John Lewis.
  • Satisfaction
    5 stars
  • Customer Service
    5 stars
  • Speed
    5 stars
  • Reliability
    5 stars
Banffshire John Lewis Broadband  
ABSOLUTE SHAMBLES DO NOT SUBSCRIBE!!!!!
Speed rubbish, connectivity intermittent at best, customer service diabolical. We have had issues since joining it finally resulted in John Lewis buying us a 3rd party router as 5 of theirs proved useless! Only answer you ever get when service goes down is an engineer who can only attend during working hours, no work around for those who work ?9 til 5. We have been without internet three days on this occasion, hung up on 5 times, 2 manager call backs failed, kept on hold for 35 mins only to be told nothing can be done! Stay away from this service!
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    1 star
York John Lewis Broadband  
One star is exactly one star too many for this absolutely inadequate, good for nothing, unprofessional "broadband" provider. John Lewis may be a very good department store but they should not be selling broadband and internet services, as they do not have a slightest clue what they are doing. Their own online bill payment system has not been working since September 2019. They cannot put their own house in order, how can one expect them to provide a broadband service, the word, which many or whose, who answer the phone cannot even spell. Extremely poor. absolutely rubbish customer support, non existent service, dial-up speeds on their so called "fibre broadband." Avoid at any cost, as you would a deadly disease. Shame on John Lewis!
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    1 star
Oxford John Lewis Broadband  
Moved from Plusnet to John Lewis (uses Plusnet network), no child safeguard from ISP as with Plusnet so you will have to set up separate app on all home devices. Can't change call features at the moment as something is stuck in the system 3 weeks after switchover. Order was originally cancelled but no-one knew why. Phone and broadband moved late days apart and only after I called to check progress. Assume network is run by one man and his dog in a shed.
  • Satisfaction
    2 stars
  • Customer Service
    2 stars
  • Speed
    2 stars
  • Reliability
    3 stars
London John Lewis Broadband  
Absolute joke of a provider, cant log into portal EVER, loses connection every 30 minutes and takes 5 to 10 minutes to reconnect. Customer services do nothing but tell lie after lie and dont even put notes on your account when you do ring them. I'd rather use 4g on my phone than these theives who are literally selling 3rd hand BT broadband thats routed through the USA, No wonder the speed is so poor doing a trip across the Atlantic and back before it hits your router. AVOID LIKE THE PLAGUE!!
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    1 star
Lancs John Lewis Broadband  
12 month contract is a total con. Advertised as £20 per month and then immediately after first payment made the rate went up to £23.97...apparently it is ok because T&Cs say prices can go up. Also very slow and unreliable. Would not recommend to anyone.
  • Satisfaction
    1 star
  • Customer Service
    3 stars
  • Speed
    2 stars
  • Reliability
    2 stars
Staffordshire John Lewis Broadband  
Shambolic from start to finish. It never went live. Order placed on 22nd nov. Simple switch over of adsl and phone from previous supplier. Services cut on 6th dec. Was emailed on jan 1st to say adsl was live. It wasn't abd needed another openreach visit. Their inaction caused the lne to stop working. Meant no internet over Christmas and new year. Was told on 1st that openreach would fix the fault in 72 hours. So cancelled the contract. Only a shame you cant award zero stars
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    1 star
Edinburgh John Lewis Broadband  
DO NOT SWITCH TO JL. THEY DIDN'T TELL US WHEN WE WOULD BE SWITCHED OVER, THE ROUTER DIDNT ARIVE AND WE WERE WITHOUT TELEPHONE AND INTERNET FOR A WEEK. IT WAS ONE MESS UP AFTER ANOTHER AND 2 MONTHS LATER THE PHONE STILL DOESNT WORK. I HAVE NOW GIVEN UP CALLING THEM AND WILL LEAVE THEM ASAP. CUSTOMER SERVICES ARE SIMPLY DREADFUL. I MOVED FROM SKY BECAUSE THEY WERE SO BAD AND NOW WISH I HADNT !!!!!
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    3 stars
  • Reliability
    3 stars
nottingham John Lewis Broadband  
Moved from ADSL to Fibre - Good speed and connection, HOWEVER be warned that at the moment they are offering a Google home hub to new contracts - this has not arrived and Customer Support is POOR saying it will probably take up to 60 days to arrive - is this a con???

Billing also needs to be watched as they tried claiming too much money on the first new monthly bill - support eventually gave me two different prices - still not right!
  • Satisfaction
    3 stars
  • Customer Service
    2 stars
  • Speed
    4 stars
  • Reliability
    5 stars
Haltham John Lewis Broadband  
Shambolic. Initially told old number would be automatically switched. On switchover day the number had been changed and had to request old number, first told it would be 24hrs then emailed saying it would be 2 weeks !
  • Speed
    3 stars
  • Reliability
    3 stars
London John Lewis Broadband  
Don't do It! I've had it for over a month and it's dropped constantly. It went off last Saturday and has been off since. I had one day of it working which was Christmas day. The engineer that was due on Xmas eve 8-1pm never turned up. I rang at 12.45 on the day and was told oh he's not coming then. I rang again today as still no intrtent to be told open reach attended but couldn't access the property absolute rubbish nobody turned up I was up from.5am waiting and nobody even came in the street from open reach. In other words he decided it's Xmas eve and was going home early. A heads up would have been nice as I cancelled my midwife appointment. Also the fact that they will then bill me 50 pound because the moron decided not to turn up. Still sat with no internet and got a bill that was 10 pound higher this month. No mention of credit on the account for all of the days without internet and now waiting to see if another engineer comes on the 28th 8-1pm. Let's hope it's not the same one who decided he wasn't turning up last time.
Durham John Lewis Broadband  
Unlike many of the reviewers here, I have only praise for JL Broadband. I have been with them for a number of years and have found them generally perfectly satisfactory. My experience this week has renewed my confidence in them. We have a landline and OpenReach replaced the junction box as a prelude to laying fibre cable. In doing do they misconnected the wires, cut off my next door neighbour and put a higher voltage down our line - which burnt out my router. Once the customer service people had established that it was irreparable (which took a while) and couldn't be re-configured, they ordered me up a new router as a matter of urgency and it arrived in three days on Christmas Eve. I have an especial plaudit for Ben, who was a model of speed, clarity and courtesy.
My only grumble is that their "introductory" offer of £20 only lasts 6 months and you have to phone up and complain that it has gone up to £27 - though admittedly they then do, without argument, put you back onto the cheap rate for another 6 months. However, this nonsense is widespread throughout the industry.
  • Satisfaction
    4 stars
  • Customer Service
    5 stars
  • Speed
    4 stars
  • Reliability
    4 stars
Edinburgh John Lewis Broadband  
Drops out frequently, but their customer service is unbelievable, they don't know a ******* thing about it, shocking, AVOID
  • Satisfaction
    2 stars
  • Customer Service
    1 star
  • Speed
    5 stars
  • Reliability
    3 stars
New Galloway John Lewis Broadband  
DON’T BUY JOHN LEWIS BROADBAND!!!!

It’s shockingly bad. Bad customer service, dreadful connection speeds. Their website doesn’t work which means I struggle every month to pay the bill. The bill goes up in price every month. We we’re promised a minimum of 60mbs but are lucky if we hit 20. It’s unreliable. Don’t waste your money. Will never go back to this service.
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    1 star
Brighton John Lewis Broadband  
I have been with John Lewis broadband for 8 months now, in which time we've had several problems with the connection speed and reliability. When calling to discuss, customer service has been relatively bad and not offered satisfactory answers.

After 8 months, they decided to put the price up, despite still offering the original price to new customers. Luckily this meant there was a window to leave without paying the early termination fee!

I shall not be recommending this service or using it again myself in the future. It's a shame that the John Lewis brand has been stuck on this poor quality service.
  • Satisfaction
    2 stars
  • Customer Service
    2 stars
  • Speed
    1 star
  • Reliability
    1 star
Bridlington John Lewis Broadband  
My service, the broadband itself, was ok. I received a letter sating they were putting up the price, and i could opt out without penalty if i wanted to. I rand them and took that option. My service ended, i paid my bill a day before it was due to end, thinking i would get a refund..... No refund, chased it, spoke to a human, even had a call log to say being looked into. Then i had an email for more money taken out of my account, an early termination fee. I rang them, yes was re-assured it would be looked at, before and after the money was due. Yep, they have taken the money out and because they have closed my account they can't refund it electronically..... the manager said he will send a cheque, which will take 14 days.... we have all heard the one about the cheque is in the post. What rubbish service, and no solution
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    4 stars
  • Reliability
    4 stars
Peterborough John Lewis Broadband  
Sadly this is actually Plusnet :-(

Together with usual lies from Plusnet - I was told that I wouldn't have to pay the increased monthly charge (on the phone and via e-mail) ... today I get an e-mail that my INCREASED payment will be taken.

I have been with Plusnet for 8 years, they have started to lie in the last 2 years and why I left them, and joined John Lewis ..... who are actually Plusnet and being marred by the same brush.

I would give ZERO stars if only I could ....... John Lewis needs to dump the pathetic lying Plusnet!!!
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    3 stars
  • Reliability
    2 stars
Tadley John Lewis Broadband  
Would give zero stars if possible. Total fiasco from start to finish. John Lewis needs to sever links with this company. I had to involve the ombudsman at one point who ruled in my favour after I had not had a bill for months. All customer service could say was put the money aside. Decided to leave when the charges went up and even though they stated no exit fee if I gave 14days notice they tried to charge me. They also cut my broadband off the very next day and would not turn it back on. I was without the internet for 2 weeks until the new provider took over. They actually owe me but I can probably kiss that goodbye. Never again.
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    2 stars
  • Reliability
    2 stars
Chester or street John Lewis Broadband  
After 10 days of radio silence from John Lewis Broadband (in reality, as I discovered, provided by PlusNet) I logged onto my account to find that my installation had been cancelled (by PlusNet's woeful IT systems) with no notification to me. I then spent the next hour trying to call customer services and talk sense to someone. When I did manage to speak to a human who could do something I was so fed up I simply cancelled; looking at the wider reviews here a lucky escape I suspect.

I went for John Lewis Broadband because of John Lewis' (JLP) renowned customer service. How JLP can put their name and brand to a product provided by such an awful service provider as PlusNet is beyond me; they need to take immediate action to severe their links with these cowboys to protect their wider brand and reputation. Come on JLP your loyal customers expect more from you than associating yourselves with an outfit as awful as PlusNet.
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    1 star
Walton-on-Thames John Lewis Broadband  
Cannot recommend this broadband provider. speeds were inconsistent at best. Also watch out if you join as 14 day cooling off period starts the day after your order this service and not when the service starts!
  • Satisfaction
    2 stars
  • Customer Service
    1 star
  • Speed
    2 stars
  • Reliability
    2 stars
Milton Keynes John Lewis Broadband  
Well it was a fiasco from start to finish; huge delay of over a month to get service transfered from Plusnet. Useless initial compensation- I had to complain even to get a cordial response....staff were quite rude intially.
Then they up the price and I cancel and move (to Zen) and Im told that there will be no early cancellation fee. Im sent letters sayingthere will be and reassured again that there wont that my account is paid up.
Then I get a bill with cancellation fees... I direct them to earlier correspondence and they say it is a mistake, but they cant credit my account I will have to ring back once the cancelled dd bounces back and debt collection has started (I will get an email). Then when I ring again)they will cancel the charge apparently. He apologised for their system- as well he should!
Im not sure Im out of the woods with it yet though- they probably still have room to mess up again.
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    3 stars
  • Reliability
    3 stars
Scotland John Lewis Broadband  
So I cancelled with JLB when they put their prices up. Paul Coulton (Operations Director) immediately emailed me to say they would charge me £105 as an early termination fee. I called Customer services who refused to let me talk to the elusive Mr Coulton but they said the charges were wrong and I would not be charged. Next I see they have billed me and were about to take the charges from my account so I cancelled my direct debit to stop this happening. I also called again to talk to Mt Coulton - not allowed apparently.
Now I have another threatening e-mail from the said Paul Coulton threatening court action if I do not pay within 14 days!
I guess I'm going to court. Perhaps Mr Coulton will turn up there but I somehow doubt it.
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    1 star
Derby John Lewis Broadband  
Moved home and everything from then on went wrong with our phone and broadband account. Was text to say our account was broken and they couldn't bill us, their mistake, we're told need to set it all up again, bank details etc. Had to have change of phone number. I agreed to do new account on line they then made another error and inadvertently cancelled our broadband service on the new account. We were without broadband for 3 days. Told to sort out problem, reinstate everything, we would have to set up another new account! Forget it, it's been an absolute nightmare and overall stressful experience, all errors on their part the cause of it. I would not recommend this company at all.
  • Customer Service
    2 stars
Norfolk John Lewis Broadband  
What has gone wrong at JL broadband. I have had a @waitrose.com account for a number of years without too many problems and whatever problems were encountered were usually solved at the time by the whoever took the call. I was not receiving e-mails due to my Inbox being full. I have had four phone calls to JL but it transpires only a trained technician can resolve this. I was originally told it would take two to three days before they could look at the situation and now on the forth day I am told it will be five days. Just how much have JL cut back. How many complaints must they have when it takes 5 days to look at let alone solve a problem This is not the service we axpect or pay for from John Lewis. Cut back on customer service and you cut back on customers.
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    3 stars
  • Reliability
    3 stars
OX394DP John Lewis Broadband  
DON'T DO IT. One of the things they don't make clear is that your contract is actually with Plusnet NOT John Lewis. It took nearly 3 months for the 'simple installation' to be completed. After a lot of back & forth they gave me a reduction of £2 a month for the first year, which I grudgingly accepted. About a month later I get notification that my bill is going up by £2? Despite John Lewis promising to respond within 24 hours to any contact made through their online portal I have now waited a week since reporting that my phone & broadband are not working and still no contact, no phone & broadband that cant load a full webpage in 10 minutes.
South Molton 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.

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