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
- Customer Service
- Speed
- Reliability
Based on 367 customer ratings since 2019-12-07 (Show all time ratings)
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.
705 Customer Reviews for John Lewis Broadband
| Reviewer | Location | Reviewing | Date | Ratings |
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Really poor customer service - left without service for over a week now. |
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| Rache | John Lewis Broadband | 2017-10-03 | ||
Ordered my service and they keep cancelling my order can't get them on the phone and they keep saying I have to call them I've tried time and time again and just on hold hearing static noise not music it's painful I've emailed them over and over saying I can't call them and be waiting 45mins to be told they are now closed, they say they are open mon to fri till 9pm but close at 6pm when you call so they lie!! Wish I had seen reviews first I wouldn't have bothered with the weeks of stress and hassle!! I've said I want a refund and don't want the service that I've paid for and not received! |
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| Rob | John Lewis Broadband | 2017-02-14 | ||
We switched to John Lewis from BT because they had a good offer on broadband and we were tempted by the fact that John Lewis won Which best buy on customer service. Ever since we switched we had nothing but trouble with customer service. The agents themselves are nice and polite over the phone, but things just don't get done. First of all it took over 2 months for a switchover, because despite us sending a mac code on time no one bothered to let us know that it didn't work until I chased them myself. Then we decided to switch from regular to Fibre broadband. Again, over the phone I was told the day the engineer was coming so I cleared the day, until I got an email, saying that the date has been confirmed for the engineer to come out and it was a different date! So that is one day wasted for me. In the meantime I received a couple of emails saying that they regret we decided to move away from John Lewis broadband, which we didn't, so I had to chase those emails up as well and turned out it was just because we were switching between different packages. Then, we finally got our Fibre broadband and all was good until the first month charge notification came through - the deal was that the first three months were free, yet I was being charged full price! Now I ring John Lewis to find out the cost of cancelling the contract, and since the service been so poorly I asked if there was any discount they could give on cancellation fee they said no. |
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| Irina | John Lewis Broadband | 2015-06-26 | ||
Terrible customer service ordered fibre no engineer turned up wasted a whole day of work no one informed me then changed to adsl with them and my adsl router has not arrived although promised for today. False promises and hopes from the beginning would not recommend at all and now just waiting for my contract to finish john lewis broadand gives the company a bad name. Their staff are rude also!! They have not resolved my issue or even compensated me although i made my complaint over a month ago not worthy of your money at all. |
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| Angie | John Lewis Broadband | 2013-12-09 | ||
No customer service staff have no upper management for you to escalate any problems Plusnet advertising customer service won't let you down! |
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| Np | John Lewis Broadband | 2019-03-01 | ||
We have been waiting since 21 October to be connected and still waiting. Every time we phone customer service they have some silly excuse and tell us the same rubbish over and over again. We are in our 70's and can not get out to go shopping so we rely on the internet for our food deliveries. We will now definitely cancel our contract with them and tell all our friends and family never, ever sign up with John Lewis broadband. |
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| RWSayers | John Lewis Broadband | 2020-11-20 | ||
The most efficient part of my experience with JL broadband was cancelling it! Need I say more. |
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| Rich Sutton | John Lewis Broadband | 2017-10-17 | ||
Offers a lot - it is very poor on delivery - poor on Customer Service - this week I have had no response to queries or complaints - service calls are ALWAYS experiencing high call volumes. |
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| John Rimmington | Cumbria | John Lewis Broadband | 2017-11-22 | |
As all the other reviewers my service from them has been appalling, sat on hold at the moment for 30 minutes and they still haven't even answered the call. They owe me over £300 from failing to provide a service and have still not paid... only interested in taking your money .. AVOID! |
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| Nigel | Aberdeen | John Lewis Broadband | 2018-07-31 | |
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. |
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| James McMurray | Aberdeen, Scotland | John Lewis Broadband | 2019-10-07 | |
Very disappointed with John lewis Broadband and customer support. Cant wait till my contract ends and I can switch. I would absolutely not recommend them. |
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| Alexander | Aberdeenshire | John Lewis Broadband | 2018-05-22 | |
Stay far away from John Lewis broadband! I'm coming to the end of my contract and I will cancel immediately. Connection issues daily. Wasted hours on the phone complaining to no use. This last month I have actually used up my mobile internet allowance because I've had to use it in the house as John Lewis broadband falls out constantly. |
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| Espen Helland | Aberdour | John Lewis Broadband | 2017-03-16 | |
I wish I had read these reviews before I made the switch from Sky. I keep receiving emails about “queries” I have never made, nonsensical messages and incorrect information, dates for the switch which are then cancelled and uncancelled in a seven circles of hell vortex which has turned me into a mad woman. I am now without phone and broadband which has been disconnected and appears to be beyond their ability to connect. Hours on the phone to so called customer service and now an inexplicable charge has been taken from my bank account. How could it be worse. John Lewis need to distance themselves from these third party suppliers pronto. |
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| Jay | Abergavenny | John Lewis Broadband | 2018-10-09 | |
Do not choose John Lewis broadband thinking that the name suggests quality as you exoect with it stores. Two separate things!! |
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| G | Alfreton | John Lewis Broadband | 2019-03-18 | |
JOHN LEWIS, PLEASE HELP |
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| Brods | Altrincham | John Lewis Broadband | 2017-02-18 | |
This has honestly been the most painful customer service experience that I have ever had. I would not use John Lewis Broadband if it were the last company on earth. Initially, they cut off my existing provider but failed to connect my phone and broadband to a new service. We have been without a phone or broadband now for 3 weeks. We have lost our old phone number and I have spent in excess of 20 hours on the phone trying to resolve the issue. This mainly consists of being on hold because no one picks up the phone. So far this morning I have been on hold for 2 hours and 20 minutes and no one has picked up. I did try the new customer option and that was picked up in 1 minute and 15 seconds but a very rude female told me I had chosen the wrong option and transferred me mid sentence - I am currently on hold again and have been for the past 46 minutes. It seems that after the initial call to get your business, there is absolutely no customer service at all. I would rather boiL my eyeballs in acid than have broadband installed by John Lewis. |
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| Lynne Moore | Amersham | John Lewis Broadband | 2020-08-07 | |
My broadband speed since joining John Lewis has dropped off to around 1 MBPS ( 0.45 MBPS at it's lowest) in the evenings, basically un-usable. I keep reporting it, and their Technical team keeps re-setting it, but it simply drops off again within days. I'm being told that they can't cancel my contract, because ( apparently) there isn't a fault on the line. So OFCOM it is then !!! |
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| E Barry Roberts | Anglesey | John Lewis Broadband | 2017-12-04 | |
Broadband has generally been slow, with many more dropped connections than might be expected. The email provision is poor most of the time: for example, attempts at replying to emails received usually result in being taken offline, as is often the case when trying to move emails from one folder to another. At the moment, the provision is very poor to bad: since the 28th November, it has often been unavailable. |
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| John | Anglesey | John Lewis Broadband | 2016-12-29 | |
Do not sign up with this company.My poor experience reflects that of others 2 months of waiting with 4 new contracts. Long waits to call customer service. Excuses given and existing provider blamed Money taken immediately at the set up of first contract not returned despite promises. I gained a better deal with my existing provider BT but plus net left a tag on the line causing a two week delay. Stressful from start to finish. I have complained to ofcom suggest other reviewers do the same |
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| Mollie | Argyll | John Lewis Broadband | 2018-11-01 | |
Having read all the negative reviews of John Lewis Broadband I followed MSE's rating of the service and switched from BT over a month ago. In contrast to all the negative reports published I can confirm that my experience of the switch and the resultant telephone and broadband service has been exemplary. The switch was completed on schedule and the resultant response is as good as (indeed, I am tempted to say better than) that provided by BT. It seems that, in general, consumers only vent their frustrations in public reviews when they have negative experiences. I feel that such views should be tempered by what must be the more prevalent, positive experiences. Thank you to John Lewis for a good service at a good price! |
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| John Cowdery | Ashbourne | John Lewis Broadband | 2018-09-11 | |
AVOID AVOID AVOID!!!!!!!! |
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| David Hannah | Ashbourne | John Lewis Broadband | 2016-02-16 | |
I swapped to John Lewis broadband because I (mistakenly) believed it to be the same quality as everything else about John Lewis... how wrong can you be! |
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| Pierre | Ashford | John Lewis Broadband | 2020-09-03 | |
In short, don't use them. |
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| Alex Robinson | Ashford Hill | John Lewis Broadband | 2019-03-20 | |
On waiting just over 11 days for john lewis to activated my service's and reading all commits on here i was a little surprised to say that i've found jl broadband supplied by plusnet being fine but to mention slightly slower as i'm using jl broadband as domestic use, i do have plusnet for work use else where in my local town, but it was suggested to use jl broadband service, if your using standard 300Mbps the sagem router works fine, the setting are easy to understand & if you prefer the max wifi speed on your tablet ipad etc then 300Mbps will do you fine, the setting is there to go lower if you require it. The customer service is plusnet guys but hey its just like when i used to use sky broadband i found them rude etc, it just every one's personal experience really. this service provider of jl suits our home use kindly and seems to allow the kinds to use the games box online fine so win win, thanks john-lewis broadband keep the good work up. |
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| The Pc Wizard Kent | Ashford Kent | John Lewis Broadband | 2017-02-10 | |
How this company has a license to even advertise broadband is beyond me . |
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| J.Graham | Ashington | John Lewis Broadband | 2020-05-26 | |
big mistake moving from BT to John Lewis. We are rural so do not get good speeds but was told by JL that we would get same speed as our BT service (3.8Mb). In fact we have never got more than 2.9Mb in the more than 8 months since the changeover. All John Lewis customer service said is to take it up with BT myself. WE also now have drop-outs vitually every day and sometimes multiple times in one day. We certainly won't be staying once the contract expires. |
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| Patrick Colbert | Auchtermuchty | John Lewis Broadband | 2017-08-22 | |
CONSISTENTLY GETTING SLOWER AND SLOWER, FOR EVER LOSING CONNECTION, REALLY HAS TO BE THE SLOWEST I HAVE HAD SINCE DIAL UP. REALLY DISAPPOINTED WITH THIS PROVIDER, BE GLAD WHEN THE CONTRACT IS UP, |
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| YAN | BALA | John Lewis Broadband | 2017-05-07 | |
Not a great start to switch to john lewis, they still have not despatched my router and it has gone a day past switch over time, credit to customer care for trying to use my existing router , but it seems this was locked by bt, so in effect could not be used, so now i will be left with no internet for who knows how many days ???, running a internet based business this could be disastrous for my new business, |
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| yan | bala | John Lewis Broadband | 2017-03-04 | |
broadband it low and often drops, for a rural area like this, it is passable, |
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| benny eva | bala | John Lewis Broadband | 2018-09-18 | |
WELL THIS IS THE QUICKEST I HAVE EVER COME BACK TO LEAVE A REVIEW, AFTER MY LAST REVIEW, MY ROUTER CAME NEXT DAY SO AFTER COMPLAINING THEY CLEARLY MADE A HUGE EFFORT TO GET THE ROUTER TO ME. SO 5 STARS FOR THAT, IT WOULD NOT CONNECT , SO I PHONED CUSTOMER SERVICE, AND I HAVE TO SAY THEY WERE EXCELLENT AND HAD ME UP AND RUNNING IN MINUTES , SO 5 STARS FOR THAT ALSO, IT'S RUNNING AT ABOUT THE SAME SPEED AS MY PREVIOUS BT ACCOUNT, BUT SO FAR IT HAS NOT KEPT DROPPING OUT LIKE MY BT DID, BUT WE WILL SEE WHAT TIME BRINGS , SO OVER ALL, SO FAR ANY WAY, EXCEPT FOR THE BAD START TO MY CONTRACT, THEY HAVE ACTUALLY COME UP TRUMPS, |
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| YAN | BALA | John Lewis Broadband | 2017-03-05 | |
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. |
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| RS | Banffshire | John Lewis Broadband | 2020-01-09 | |
Very unreliable service ,keeps disconnecting. |
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| Rhona | BARNET | John Lewis Broadband | 2017-07-31 | |
John Lewis is great at what they do. If you call them you get a real person speaking english, they are helpful. The problem is the service is via plusnet using BT. If your speed is slow then it would be no better with another supplier. what you get is cheaper service and great customer service. If BT sorted out the issues with the cables then most of these reviews would be better. |
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| Daz | Barnstaple | John Lewis Broadband | 2017-05-16 | |
Terrible service!After waiting for two weeks for getting the service, they just easily told me to wait for another two weeks! I waited for another two weeks and again, nothing came! and again they said that you have to wait for another two weeks! So I have just cancelled it and now I think I have to wait for a year to get my money back! So, I put zero star as they are really unsustainable! |
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| NR | Bath | John Lewis Broadband | 2018-12-11 | |
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. |
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| Melanie L | Bath | John Lewis Broadband | 2020-01-29 | |
This is a Company that is not remotely interested in Customer Service. They emailed me to inform me that my broadband has been connected. After trying unsuccessfully for over 3 hours to set up my broadband I called John Lewis Support who told me that my Broadband is not yet connected and it will be connected any time before midnight. So I asked why this information was not in their email. The reply was ‘everyone complains about that’! So how difficult would it be for John Lewis to add this information to their email? Very easy, but they simply don’t care! |
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| Mark Vella | Bayswater | John Lewis Broadband | 2017-12-13 | |
I wouldn't mind so much if this was a cheap service - but it's not. The webmail regularly crashes for hours and it's got substantially worse since the Autumn. The Customer Service is awful - blames BT a lot doesn't do anything. And the advertising! I feel like complaining directly to the Advertising Standards Authority. If all these suppliers are as bad (beginning to wonder) might as well be with someone cheap and nasty. |
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| Sue Hammond | Bedford | John Lewis Broadband | 2017-01-26 | |
The webmail service is appalling; its rarely functioning and when it is, it is so slow as to be unusable. Some days you can't get into it all. Their technical support is execrable, and aims only to blame your IT system, and their customer service is non existant. |
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| Martin Hammond | Bedford | John Lewis Broadband | 2017-01-26 | |
Moved from BT to JL almost two weeks ago and still have no broadband. Lost count of the emails I've written and the hours wasted on their "technical helpline", most of which are waiting for my call to be answered (58 minutes in one case). |
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| James | Bedfordshire | John Lewis Broadband | 2016-02-16 | |
Not a good experience, never got service. |
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| Dan | Berkhamsted | John Lewis Broadband | 2020-09-09 | |
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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.
