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 584 customer ratings since 2017-10-21 (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.
455 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 | ||
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 | |
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 | |
JOHN LEWIS, PLEASE HELP |
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| Brods | Altrincham | John Lewis Broadband | 2017-02-18 | |
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 | |
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 | |
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 | |
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 | |
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 | |
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 | |
Hello..I have been with JL broadband now since May 17 changing over from sky and I have to say I am really happy with it..being someone who has used the internet since dial up days I knew exactly what I was looking for ..knew of foreseeable problems that could and can occur..The only thing I would say is how I pay for it..I like to know when the payment date is due that I can go online and pay which I can but only on that specific day I would like to be able to pay beforehand if I want to..and my internet not be restricted on the same day that payment is due and the day lasts up to 12.00 midnight..but other than that ..a good service.. :) |
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| GEORGIA | BIRMIGNHAM | John Lewis Broadband | 2017-09-29 | |
Worst ever.... I have been on phone waiting for their customer service for more than a hour. I chose John Lewis broad band because of their coustomer services in their department stores but I’m quite sure their broadband hasn’t got anything to do with that! |
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| Lubna | Birmingham | John Lewis Broadband | 2018-10-05 | |
ABSOLUTELY TERRIBLE SERVICE! Went with JOhn Lewis based on the excellent reviews and "Which?" recommendation. these are unfounded. followed instructions to the letter - instructions say "you may have to wait 15 minutes" been 30 hours now AND STILL NOTHING!! - NO connection, no help from customer services other than "oh it might take a few days maybe we should have sent you an email" this was after having to find bank details to tell them and all sorts of other "security questions" around 20 minutes it took them to tell me it may take a few days . WHY DO THEY NOT TELL YOU THIS IN THE PAPERWORK?? !! NOT IMPRESSED AT ALL. I shall be cancelling and going back to my original broadband supplier. John Lewis = useless. Cant say how fast it is as I have not been able to connect. I will not be recommending them that's for sure |
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| Rich | Birmingham | John Lewis Broadband | 2015-10-08 | |
Being customer for 20 days and was totally disapointed, the customer service is good, nive people kindly speaking and talking about the weather and other things, however didnot signed the contract to chat with them. |
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| Emil | Birmingham | John Lewis Broadband | 2015-10-08 | |
changed over to john Lewis after reading they were best for customer service |
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| Ian | Blackpool | John Lewis Broadband | 2015-12-05 | |
thought i had got broadband from John Lewis but it is Plus net |
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| Ronald | Blackpool | John Lewis Broadband | 2015-08-31 | |
Applied online to change from BT early Dec for 4 jan switchover After initial sign up and payment, heard nothing. Been on phone and email most days of this week as no router sent. Their system poor and my order was causing tech problems in provisioning dept. Still no sign of switchover date and router arrived today. NOT happy and back to BT as no time to shop around for switch over and bothered by unreliable serviceonly providers. John Lewis systems that issue contracts, take payment and shut down accounts are working just fine. |
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| barbara | bolton | John Lewis Broadband | 2017-12-30 | |
Only been with them for 2 weeks. More often than not the computer cannot'see' the router, and when it does see it, it often can't connect. |
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| David Wheatley | Bonnie Galloway | John Lewis Broadband | 2017-11-15 | |
It took nearly a month to get everything working, they just don't seem to know what they are doing half the time. Poor service and even a bad attitude at times.I will be switching at the first opportunity. |
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| Redwardo | Borders | John Lewis Broadband | 2014-01-18 | |
okay but overcharged me for FIFTH month running and they're just not bothered!!! |
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| disappointed | bournemouth | John Lewis Broadband | 2012-09-14 | |
I have a Waitrose webmail account that most of the time I cannot access. The online reporting service does not work, nor do any of the other online complaints sites. I am not at all happy. I moved back to JL because of excellent previous experiences, not this time, I'm off. |
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| Iain Harvey | Bracknell | John Lewis Broadband | 2016-11-15 | |
First day of use absolute disaster. Automatic set up didn’t work and told to use Android phone or windows. We do not have either of these using iPhone and Apple software. Was told to download Firefox that didn’t work either. Have cancelled and will return to BT. JL has promised our deposit back. Watch this space |
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| James Richmond | Brekshire | John Lewis Broadband | 2018-04-28 | |
Dreadful, would not work until engineer came out. Kept saying nothing wrong promised to refund for period I could not use still haven't. Would not let me cancel even though they still had no provided broadband because I was out of the 14days. Internet does not work most of the time when it does so slow I cannot watch videos or listen to music. Support non existent, can't wait to be out of contract and then I'm off. |
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| anna | bridlington | John Lewis Broadband | 2017-04-20 | |
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