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
    3.1 stars
  • Speed
    2.5 stars
  • Reliability
    2.7 stars

Based on 377 customer ratings since 2018-11-23 (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.

590 Customer Reviews for John Lewis Broadband

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Reviewer Location Reviewing Date Ratings
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  
I was sold a service promising an average 34Mbps. It has never exceeded about 20 Mbps. Customer services promise action but seem to do little. They closed the last investigation after a month due to "inactivity" though they were the ones supposedly taking action. Currently their portal is off line so I cannot contact them at all.
  • Satisfaction
    2 stars
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    3 stars
Walsham le Willows Suffolk John Lewis Broadband  
Have been a John Lewis customer for many years, and thought we would switch to their broadband, having had nothing but trouble from Plus Net during the last year or so.When we had problems Plus Net were of no help at all. We were informed on Friday 8th November by John Lewis , following my phone call as to when we could expect their activation , that it was being set up during that phone call,but
here we are the following Monday 11th, to find that despite the assurance,I still could not receive or send emails, this is despite a further phone call on the Friday , when I was informed that someone would definitely call me back later that afternoon ,once the problem had been identified and sorted. This left me with the only other option,to go into Southampton into the Apple store , where they sorted my Mac book, enabling me to get mail etc. However on returning home I found that my iPhone and I pad still had the problems re emails, So I will now have to go back to the apple store Wednesday to sort it.
This lack of customer care ,I had come to expect from Plus Net ,but certainly not from John Lewis , and this sloppy service will do nothing but harm to the John Lewis name.
So my decision to switch to John Lewis broadband may have been one big mistake.
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    2 stars
  • Reliability
    2 stars
Southampton John Lewis Broadband  
Moved from BT but so sorry now.
Always dropping so quite useless for TV streaming.

Stay well away
  • Satisfaction
    2 stars
  • Customer Service
    1 star
  • Speed
    4 stars
  • Reliability
    1 star
Cheshire John Lewis Broadband  
Two months after moving house and taking out a new contract they announced a 12% increase - so I gave notice I was moving. By response I received an email staing there would be cancellation charges of £163… despite this being in contravention of the Consumer Protection Act 2015, so I immediately cancelled my direct debit. I then received a bill for the month despite my account being due to close just 8 days after that bill, which was followed by my broadband being limited.. The saga is not yet finished… I've had to pay the £48.80 and have been told it will be repaid when the final bill is raised - IF there are no cancellation charges. I have advised them that any attempt to charge a cancellation fee will be taken to court … will wait and see what happens … had they not got greedy on the price increase I would probably have stayed with them until moving house in a couple of years
  • Satisfaction
    3 stars
  • Customer Service
    4 stars
  • Speed
    3 stars
  • Reliability
    4 stars
Richmond John Lewis Broadband  
Any company that increases its prices mid contract - whilst offering new customers a lower price is not worthy of my business. Very very disappointed that mediocre re branded plusnet is not what I expect from JL. If you phone they will cancel tithe contract and you are free to leave instead of paying the increase (whilst still in contract )
  • Satisfaction
    1 star
  • Customer Service
    5 stars
  • Speed
    1 star
  • Reliability
    2 stars
North England John Lewis Broadband  
put the price up mid contract yet offer the original price for new customers. I missed no payments, didn’t have any late payments ... Makes no sense to me at all, ergo gone to another provider. What happened to the John Lewis trusted name????
  • Satisfaction
    3 stars
  • Customer Service
    2 stars
  • Speed
    2 stars
  • Reliability
    3 stars
Lincolnshire John Lewis Broadband  
I have only been with JL a few months and moved over from Sky. I'd had Sky for 15 or so years and overall pretty good. My life has taken a turn for the worse ever since changing to this rabble. They have had several outages in the 2 months I have been with them and are gormless and clueless on the phone (but at least its a UK callcentre). They provide a router which is utter rubbish and most features it offers dont work and JL support wont help as they "dont support the router". Mine is resetting itself sometimes every 2 hours and everything disconnects when it does this. I was promised a new router weeks ago which hasnt been sent. Now they have the audacity to increase their prices and reword their "fair usage policy" which I cant escape from as Im tied into a 12 month contract and I'm only 2 months into it. Speed is excellent but that is down to the box in the street being right outside my house.
I lay the blame flatly on the router being utter and complete rubbish. I expect with a good router most of my daily problems will go away. I have been on to support and chanegd channels etc but to no avail. I work from home and this is adding an excessive stress to my already stressful job.
  • Satisfaction
    2 stars
  • Customer Service
    2 stars
  • Speed
    5 stars
  • Reliability
    1 star
Woodbridge John Lewis Broadband  
Had I read these reviews before signing up to a John Lewis broadband and phone deal I would never have considered switching. My phone and broadband switch didn’t happen on the date quoted when I signed up - but did happen a few days later without a problem. I discovered - when I received an e-mail from relative concerned that they’d been leaving messages for me on a strange phone message system - that my switch had automatically added the 1571 answer phone system to my phone line - removing the answer machine I have on my phone. When I checked 1571, I discovered several messages from various people who’d been trying to contact me. I’d specifically checked before purchasing the JL package that this was an option I had to add myself. When I contacted JL customer services to ask that this option be removed from my phone line immediately, I received a response from customer services almost 2 weeks later advising that the 1571 service was automatically added to my phone line and could not be removed. When I quoted the relevant text about the 1571 service on the JL support pages - I had to add 1571 to my phone line if I wanted it - there was another 2 week delay in response from JL customer service, advising me that the 1571 service had now been removed from my phone line - but I needed to wait 24 hours for it to take effect. 48 hours later I still had the 1571 service. A further 10 days later, I was advised that BT open reach had to remove 1571 from the phone line and this had been requested. I finally do have the answer machine on my phone working again but am totally unimpressed with JL broadband and phone customer service and be finding another provider as soon as my contract expires.
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    4 stars
  • Reliability
    2 stars
Scottish Borders John Lewis Broadband  
moved from plusnet (not realising JL are plusnet!) because I fancied the free google home hub for the same fee I was already paying. various issues with the transfer, mainly down to the billing/account management rather than the connection itself. they managed to keep my number and switch the bb over with no real issues. they had given me the option for fibre extra, it turns out my line can't do that so I should never have been given the option. no problem, simply switch down to fibre... agreed 2 new contracts for fibre (which is the speed I've always received anyway) and they still show fibre extra on the account even though fibre is provisioned. not that it's a huge issue mind, since they haven't billed me other than the first payment, so 2 months free so far. they did manage to send me the google home hub too. i have been told that the account issues are down to a new billing system they put in last christmas, whether that's true I don't know. the bb and phone themselves are fine, pretty much the same as plusnet, which you would expect. hopefully at worst they will simply end up billing me for the fibre service they have actually delivered, at best, they may not get round to it at all. i never trust automated systems that are going wrong though, so keeping fingers crossed they don't start debt collection for a bill they didn't bother to collect themselves but always had the details to do so
  • Satisfaction
    3 stars
  • Customer Service
    3 stars
  • Speed
    4 stars
  • Reliability
    4 stars
Yorkshire John Lewis Broadband  
Telephoned JL to extend my 12 m contract which was expiring. Turns out that last year when I had been advised that the account had been transferred into my name, this had not been done. This has caused immense problems. Tried to open a new account, PLus net who run JL managed to omit vital information, got my address wrong, contacted a neighbour who has committed criminal offences, got my name wrong and their attitude after having made all these issues was poor. After making all these errors they have threatened debt collectors on the old account which is not in my name. I will be closing my JL partnershipcard account and never using JL insurance again!!
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    1 star
Lincoln John Lewis Broadband  
Thankfully I’m able to leave John Lewis Broadband after only a couple of months, because they increased pricing.

The amount of dropouts of service is unbelievable. It happens at least 10x a night (and that’s no exaggeration) and as I write for a website, I’m usually connected to wordpress and gmail between 7 and 10pm every night. I have Spotify going in the background, so hardly heavy usage, but those three things suffer because of the regular down times.

They use Plusnet as their provider, who I’ve used twice in the past and never had a problem with them, so it’s a bit confusing why John Lewis broadband is so glitchy and bad.

It was a simple cancellation process over the phone, the guy did ask if I’d be interested in upgrading to their fibre option to ‘avoid dropouts’ which, according to him ‘don’t happen much on standard broadband’ but I simply can’t trust them.

Is the price cheap? Yes.
Is the service good? No.
Would I recommend John Lewis to a friend? The shop I would…but wouldn’t only not recommend their broadband, I’d tell them to stay well clear.
  • Satisfaction
    1 star
  • Customer Service
    2 stars
  • Speed
    2 stars
  • Reliability
    1 star
Halifax John Lewis Broadband  
Been with JL nearly a year now and on the whole only had a couple of downtime's but i had that with BT and Sky anyway. Speeds as good as i have had with anyone, speed test around 28 - 31 mb download which is slightly better than i got with BT and Sky. I cannot get a better speed as to far from exchange so only other choice is Virgin but there reviews are even worse so think ill stay put. Overall have been happy with JL.
  • Satisfaction
    5 stars
  • Customer Service
    4 stars
  • Speed
    5 stars
  • Reliability
    5 stars
Wolverhampton John Lewis Broadband  
Why oh why has John Lewis used the terrible Plusnet to deliver their Broadband? I have just left Plusnet and now realise that JL use them. I get an email today increasing my monthly by 15% after JL PROMISED to keep my £20 a month the same for 12 months! Plusnet are underhand and a disgrace, they treat customers like dirt - JL break away from Plusnet as they will drag your name down into the mud!!!!
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    3 stars
  • Reliability
    3 stars
Hampshire John Lewis Broadband  
Broadband speed was low, but with John Lewis it's barely existent, when it works at all!

Phoned to complain and they said that it was fixed, it got slightly better, but now worse than ever.

I just don't have hours to sit on hold complaining
  • Satisfaction
    1 star
  • Customer Service
    2 stars
  • Speed
    1 star
  • Reliability
    1 star
Poyntzpass John Lewis Broadband  
Moved from Virgin to JL. As well as everything above they actually answer the phone quickly and actually get back to you if there's a problem. So refreshing after terrible service from Virgin.
  • Satisfaction
    5 stars
  • Customer Service
    5 stars
  • Speed
    4 stars
  • Reliability
    5 stars
Devon John Lewis Broadband  
Did not cancel contract on request and continued to charge, is a great hassle to try to recover payments and ensure account is correctly cancelled.
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    3 stars
  • Reliability
    2 stars
Aberdeen, Scotland John Lewis Broadband  
Only sign up to JL Broadband if you feel nostalgic for the dial-up internet of early 1990s. It is dead slow, and their own website has not been working for the past five days. And they have audacity demanding the payment. How are they expecting payments if their own website, where you are supposed to make a payment does not work. Pathetic! They may be good as a department store but absolutely rubbish handling broadband.
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    1 star
Oxford John Lewis Broadband  
Engineers failed to show up on 3 separate occasions and then tried to quietly cancel my order.

Customer service showed complete apathy for the situation and tried to book a fourth appointment without consulting me first and refused to re-imburse me for the days wasted.

Do not use these guys as a ISP, they are awful.
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    1 star
ROYSTON John Lewis Broadband  
Joined in June, all ok with BB but they changed my phone number after assuring me it would stay the same.This was rectified after a week and I was told I would receive an account credit. Since then no bills produced and no payments taken from my account. No info on their website and no response to my online enquiry. Very poor and disappointing.
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    5 stars
  • Reliability
    5 stars
Burnley John Lewis Broadband  
Difficult to overstate how poor my experience of John Lewis Broadband (Plus Net) has been.

Poor in all respects, compounded by extremely dissappointing customer support and service.

Leaving for another provider.
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    1 star
WINCHESTER John Lewis Broadband  
Absolute disgrace they don’t care about you nothing but problems since August nobody is willing to help solve the problems I want to leave early will cost £115 pounds even though the service they offer hardly works they have given John Lewis such a bad name customer service is nonexistent please please stay well away from them I wish I’d have look at the reviews first
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    1 star
Norwich John Lewis Broadband  
customer service.....awful
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    1 star
cambs John Lewis Broadband  
We have never been so disappointed in a utility company. JL BB offered us a BB package which they were unable to supply. I have been attempting to deal with this matter for weeks and today I finally realised they are willing to lie and cannot be trusted. Formal complaint made.
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    1 star
Scotland John Lewis Broadband  
I switched from a very expensive SKY service to John Lewis which I later found out was backed by Plusnet. My experience has been good. My costs reduced from £66.80 per month for SKY to £25 for mostly free phone calls and unlimited broadband (I now use freesat). Customer service has been excellent, bband speed is ditto (I'm close to the exchange) and I cannot fault the cost. I receive an email to inform me about my next bill and it's always accurate. I expected good, reliable service from John Lewis, and that's what I've got. Unless their prices skyrocket when my contract is coming to an end, I'll stick with them.
  • Satisfaction
    5 stars
  • Customer Service
    5 stars
  • Speed
    5 stars
  • Reliability
    5 stars
Cambridge John Lewis Broadband  
Left John Lewis Broadband August 2018 over thirteen months ago at end of contract. There followed a nightmare with them demanding early cancellation fees PLUS trying to take Direct Debits after account closed.
At end of OCTOBER last year I was assured (on his mother's life) that account WAS closed,I owed nothing, and would never hear from John Lewis again. Because of this assurance I chose not to refer the complaint to the Communications Ombudsman.Silly me.
August 8th THIS YEAR, 2019, I am now receiving E-mails from John Lewis informing me that I will soon be receiving a Final Bill which "will not be for more than three months services" In other words, the nightmare starts all over again. I am now retrieving all my phone conversations,E-Mails and screenshots from a backup hard drive in preparation for submission to the Ombudsman. John Lewis are at best, totally incompetent, at worst, a set of dishonest charlatans.
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    2 stars
  • Reliability
    2 stars
Skipton John Lewis Broadband  
Worst customer service ever not interested in your problem
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    1 star
Norwich John Lewis Broadband  
I wish I’d never heard of them experience is bad was told broadband going live 23 August then 29 August customer service couldn’t care at all I’ve been waiting since ages terrible service stay well away please
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    1 star
Norwich John Lewis Broadband  
Hopeless company.

My already poor speed of 5mb/s with Bt/Plusnet/EE over 6 years dropped immediately to 2-3mb/s with JLB. It has not improved since. Of course, if you want to cancel you have to ring them up yet EVERYTHING else, including paying them money, is done online. Funny that.
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    3 stars
North Devon John Lewis Broadband  
If there was a no star option, I would give that! Basil Fawlty style customer service - they blocked me changing provider 3 times and when I queried it, was told that someone must really hate me!! I realise this is plusnet, but John Lewis ought to team up with a better partner. Just awful, AVOID!!!
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    1 star
Brackley John Lewis Broadband  
Avoid. Avoid. Avoid.

The worst broadband quality and poorest service I’ve ever encountered

Service just cut out endlessly every day.. Spent 4 months trying to rectify by speaking with technical support. 8 different people suggested 8 alternative ‘fixes’. None worked. Am currently in process of transferring.

Relative also experiencing similar pitifully slow interrupted broadband. Have terminated contract and despite JL agreeing on the phone to waive the early termination fee, they’ve immediately written to an 81 year old lady demanding early closure fees.

By the way JL broadband is just Plusnet with JL fronting it

They are the worst company I’ve ever had the misfortune to deal with a recommend to avoid like the plague
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    1 star
Sussex John Lewis Broadband  
This is a promised follow up of my earlier review that can be found below (see: 2018-09-08).

In short: I do not have to change a iota of what I wrote there, I am very happy with the quality of the services provided and thoroughly recommend JLB to all.

And what's more: Except checking the whereabouts of the cashback - slightly premature on my side, as it arrived within days - I have not contacted JLB even once during this time. I just did not have to: Phone line and broadband work brilliantly well, provided router (Zyxel VMG8924 - worth checking product updates on Zyxel website directly) is very stable and is much more sophisticated than equipment that BT supplies. If it wasn't about few power cuts that we experienced in our area earlier this year its uptime would be months (typically: hundreds of days anyway).

So: I'm just paying the bills monthly and cannot believe it's nearly 12 months already.

And a bonus: as my price just went up as I left initial 12-months deal, I just got in touch with JLB only to have it restored where it was with no changes to anything else for another year. What's not to like?

To conclude - in exactly the same way as year ago:

So, I am really not sure where all the negative comments are coming from. I also cannot say anything wrong about their staff either.

I can only guess that some negative experiences may be related to exceptional circumstances: dodgy wiring etc. but perhaps also the fact that it's far easier to write negative rather than positive review.

Last but not least: I shall update this review if circumstances change - especially after first 12 months.
  • Satisfaction
    5 stars
  • Customer Service
    5 stars
  • Speed
    5 stars
  • Reliability
    5 stars
London Chiswick / Acton / Hammersmith John Lewis Broadband  
Terrible, been bad service since day one. Customer service and faults just fob you off. Stuck out my contract and finally move from them next week.
AVOID
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    2 stars
  • Reliability
    1 star
North Easr John Lewis Broadband  
John Lewis, via Plusnet BT apparently.

Never missed a beat since moved and stayed for another year, as they matched the cheapest price at the time, i shop around for Cheapest every year as the speed is rubbish here, So satisfaction and service get a 5*
Speed is *****, as very old line, so that's BT's fault not J Lewis'.
Reliability only seems a problem when the BT men have been up the pole, playing in the box for whatever reason, so again a BT issue, not J Lewis.
Overhead fibre strung up by BT 12 months ago, went active 1 month ago, will see what prices are like before making the decision.
  • Satisfaction
    5 stars
  • Customer Service
    5 stars
  • Speed
    1 star
  • Reliability
    3 stars
Lichfield John Lewis Broadband  
Absolutely useless. We have been trying for weeks now to sort out the internet and keep going in loops of same inexperienced front line advice with crib sheets and e-mails. Worst decision I ever made to go from BT to John Lewis. Don't waste your money. I don't mind faults... it happens. It is just the dismal customer service. They are ruining their brand because out of principle I will not shop with them again.
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    2 stars
  • Reliability
    1 star
Milton Keynes John Lewis Broadband  
Technically: Speed more/less as promised - when the connection works. Keeps dropping in and out randomly on different devices AT LEAST 3 times a day for periods of up to three hours. Most of the instances share common feature of "IP address not available/in conflict" or "DNS server not responding" - but there are other faults sometimes (for variety?)
Customer service: totally non-responsive to dismal. Occasionally have the impression that the person at the other end of line cannot even be bothered to reel out the scripted excuses...
Overall: waste of effort, time and money - not fit for the purpose!
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    2 stars
  • Reliability
    1 star
Portsmouth John Lewis Broadband  
Don't touch them !!
Customer and Technical support is rubbish.
Just had a bill for £128 for a service which hasn't worked for 8 months and they are surprised I'm moving to a different supplier and hope I will change my mind. They wish !!
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    3 stars
  • Reliability
    2 stars
Cornwall John Lewis Broadband  
John Lewis have been the worse company to deal with in terms of customer service. The phone staff are rude and dont listen. I have been repeatedly harassed at work when I have asked several times not to be called at work. The response was. Well you dont need to pick up the phone. Actually as I explained I work with patients so yes. I do.
I have been told my address does not exist, told they have do do surveys told they need to do external work told there is a problem with my address told they were ready to book in then ignored me for days and dispute saying they are 24 hour service I cant get hold of anyone to book appointment so message and say can you send me dates please. Nothing. Again send message this is my address I am free these dates nothing. Another message. Further attempts at calling after work nothing. Today i get we have cancelled your order. Do feel free to call us if you change your mind and want to rejoin us.
What a load of rubbish. For such a high name company John Lewis are letting themselves down badly in this area.
  • Satisfaction
    1 star
  • Customer Service
    1 star
Nottingham John Lewis Broadband  
Don’t go near them with a barge pole. Cancelled my contract due to a home move. But the move was delayed so I then called to delay cancellation of contract. Was told it was fine and received email confirmation as well. But then was disconnected anyway. Was then basically told it’s my fault and that I shouldn’t have listened to the last agent I spoke to who agreed to the extension. Awful customer service, argumentative and rude. Never going back
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    2 stars
  • Reliability
    1 star
London 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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