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

Based on 693 customer ratings since 2016-12-18 (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.

326 Customer Reviews for John Lewis Broadband

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Reviewer Location Reviewing Date Ratings
Really poor customer service - left without service for over a week now.
  • Satisfaction
    1 star
  • Speed
    1 star
  • Reliability
    1 star
  • Customer Service
    1 star
John Lewis Broadband  
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!

Appalling service and no customer service at all!!
John Lewis Broadband  
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.
So bottom line - think carefully before you switch to John Lewis. It's been a nightmare for us.
  • Satisfaction
    3 stars
  • Speed
    2 stars
  • Reliability
    4 stars
  • Customer Service
    4 stars
John Lewis Broadband  
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.
  • Speed
    1 star
  • Customer Service
    1 star
John Lewis Broadband  
The most efficient part of my experience with JL broadband was cancelling it! Need I say more.
John Lewis Broadband  
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.
Service depends on who you get on service support..
JLB upgraded their server and we lost broadband for two days - WiFi keeps dropping and now we have no wifi printer connection.
I wish I had not joined John Lewis Broadband.
  • Satisfaction
    1 star
  • Speed
    1 star
  • Reliability
    2 stars
  • Customer Service
    1 star
Cumbria John Lewis Broadband  
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.
  • Satisfaction
    1 star
  • Speed
    1 star
  • Reliability
    1 star
  • Customer Service
    1 star
Aberdour John Lewis Broadband  
JOHN LEWIS, PLEASE HELP
Please will a senior manager or Director in charge of John Lewis Customer Services read these reviews. The majority of us have similar experience which adds up to a chronically poor service, one that has had me in tears because of an aggressive person in the so-called support service. I cant think of anything to say that is good. At the moment I am without any of my emails and have been told that there is no-one to deal with my issue now as it's after 10 pm - whatever happened to 24/7 - and the backroom tech won't be in until Monday. I love my John Lewis because of the products and service but I am about to leave their broadband service and just hope that someone is listening.
  • Satisfaction
    1 star
  • Speed
    1 star
  • Reliability
    1 star
  • Customer Service
    1 star
Altrincham John Lewis Broadband  
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 !!!
I've given a one star for broadband speed, overall satisfaction and broadband reliability because I can't give a zero, which is what it deserves. Look elsewhere people !!
  • Satisfaction
    1 star
  • Speed
    3 stars
  • Reliability
    1 star
  • Customer Service
    1 star
Anglesey John Lewis Broadband  
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.
  • Satisfaction
    3 stars
  • Speed
    4 stars
  • Reliability
    2 stars
  • Customer Service
    3 stars
Anglesey John Lewis Broadband  
AVOID AVOID AVOID!!!!!!!!
If you wish to experience abject misery, hours of water boarding like oppression, waiting and having to listen to appalling, oppressive music for hours on end and then EVENTUALLY having to listen to what amounts to is a pack of lies, and then after all this you do not get what you signed up for in the beginning...............
SIGN UP TO JOWN LEWIS BROADBAND!!!!!!!!!!!!!!!
  • Satisfaction
    1 star
  • Speed
    1 star
  • Reliability
    1 star
  • Customer Service
    1 star
Ashbourne John Lewis Broadband  
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.

Kind regards
  • Satisfaction
    5 stars
  • Speed
    4 stars
  • Reliability
    4 stars
  • Customer Service
    4 stars
Ashford Kent John Lewis Broadband  
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.
  • Satisfaction
    1 star
  • Speed
    1 star
  • Reliability
    1 star
  • Customer Service
    1 star
Auchtermuchty John Lewis Broadband  
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,
  • Satisfaction
    2 stars
  • Speed
    3 stars
  • Customer Service
    1 star
BALA John Lewis Broadband  
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,
so really not one bit happy,
  • Satisfaction
    1 star
  • Speed
    3 stars
bala John Lewis Broadband  
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,
  • Satisfaction
    3 stars
  • Speed
    5 stars
  • Reliability
    3 stars
BALA John Lewis Broadband  
Very unreliable service ,keeps disconnecting.
Have had no connection on our smart television nor pc after the first two months !!!

Into the six month and have lost broadband ,we cannot watch/stream a movie without it breaking off.
We cannot wait for the contract to end and go back to previous contractor.
  • Satisfaction
    1 star
  • Speed
    1 star
  • Reliability
    1 star
BARNET John Lewis Broadband  
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.
  • Satisfaction
    5 stars
  • Speed
    5 stars
  • Reliability
    1 star
  • Customer Service
    2 stars
Barnstaple John Lewis Broadband  
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!
  • Satisfaction
    2 stars
  • Speed
    1 star
  • Reliability
    1 star
  • Customer Service
    1 star
Bayswater John Lewis Broadband  
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.
  • Satisfaction
    1 star
  • Speed
    1 star
  • Reliability
    3 stars
  • Customer Service
    1 star
Bedford John Lewis Broadband  
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.
  • Satisfaction
    1 star
  • Speed
    1 star
  • Reliability
    3 stars
  • Customer Service
    3 stars
Bedford John Lewis Broadband  
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).

Seriously, if you value your sanity, do not even consider switching to John Lewis.
  • Satisfaction
    1 star
  • Speed
    1 star
  • Reliability
    1 star
  • Customer Service
    1 star
Bedfordshire John Lewis Broadband  
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.. :)
  • Satisfaction
    4 stars
  • Speed
    5 stars
  • Reliability
    5 stars
  • Customer Service
    5 stars
BIRMIGNHAM John Lewis Broadband  
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
  • Satisfaction
    1 star
  • Speed
    1 star
  • Reliability
    1 star
  • Customer Service
    1 star
Birmingham John Lewis Broadband  
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.
  • Satisfaction
    1 star
  • Speed
    5 stars
  • Reliability
    1 star
  • Customer Service
    1 star
Birmingham John Lewis Broadband  
changed over to john Lewis after reading they were best for customer service
this was wrong i did not know it was in fact a front for plus net until after i had it installed
i went for super fast broadband which was far from it
after many dealings with plusnet who could not get me the speeds i thought i would be getting i wanted to leave i was then told if i left i would have to pay till my contract expired
so i am in effect paying for a worse service i have everything documented and at the end of my contract i shall take out a summons in the small claims court against John lewis
  • Satisfaction
    1 star
  • Speed
    1 star
  • Reliability
    1 star
  • Customer Service
    1 star
Blackpool John Lewis Broadband  
thought i had got broadband from John Lewis but it is Plus net

We have had nothing but problems since switching over to John Lewis broadband I have contacted them for the last six weeks I have left messages on there open queries page Up to then I was dealing with the same chap but now he has failed to respond for over twelve days , that was when he made this statement to me, because I was saying I was going to cancel my contract as I am dissatisfied with the broadband speeds.
Obviously, you are well within your rights to cancel at any point but cancellation charges would apply, even if it is found to be something that was on the network and not your responsibility. However, I understand that if this is fixed then cancellation no longer needs to be an option anyway.
This really upset me for how could anyone be responsible for something that was not my responsibility.
I contacted John Lewis customer service about this offensive statement but they referred me back to John Lewis broadband but despite putting it on your Queries page once again no one has responded.
It seems I am being passed from one department to another within John Lewis.
We have had two workmen here from open reach sent by them and they can find nothing wrong with our equipment so the fault must be on the line or at the exchange.
I have been doing regular speed tests and at times this well below what was expected at times the Broadband service is idle
  • Satisfaction
    1 star
  • Speed
    1 star
  • Reliability
    1 star
  • Customer Service
    1 star
Blackpool John Lewis Broadband  
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.
Helpline constantly not available.
A borrowed router solved the connection problem.
I've sent 3 complaints online, and not had a reply yet.
Abysmal service.
I wish I had read this page before signing up.
  • Satisfaction
    1 star
  • Speed
    1 star
  • Reliability
    2 stars
  • Customer Service
    1 star
Bonnie Galloway John Lewis Broadband  
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.

This is NOT the standard you would expect of John Lewis
  • Satisfaction
    1 star
  • Speed
    1 star
  • Reliability
    3 stars
  • Customer Service
    3 stars
Borders John Lewis Broadband  
okay but overcharged me for FIFTH month running and they're just not bothered!!!
  • Satisfaction
    3 stars
  • Speed
    1 star
  • Reliability
    3 stars
  • Customer Service
    3 stars
bournemouth John Lewis Broadband  
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.
  • Satisfaction
    1 star
  • Speed
    1 star
  • Reliability
    1 star
  • Customer Service
    2 stars
Bracknell John Lewis Broadband  
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.
  • Satisfaction
    1 star
  • Speed
    1 star
  • Reliability
    1 star
  • Customer Service
    1 star
bridlington John Lewis Broadband  
Really abysmal and ineffectual customer service.
When I tried to switch to JLBB broadband and telephone and they were unable to take over the phone line they refused to cancel the contract. This resulted in me being without a phone line for 5 days and broadband for 13 days, and I am still trying to recover my deposit of £11.50 almost 8 weeks later. I was put on hold for lengthy periods up to 30 minutes whenever I phone their customer services to sort out the problem. Their answer was always to transfer me to another department. I am continuing to pursue my refund and request for compensation.
  • Satisfaction
    1 star
  • Speed
    1 star
Bristol John Lewis Broadband  
Email: about to abandon long-cherished @waitrose for following reasons:-
Have to say there is a sickening sense of recognition, reading the reviews: email today, as Sunday: 'Service Unavailable'.
Leading up to this, loading email increasingly sensitive (if I move onto other window, it 'times out' out of pique!). Deleting one item at a time is incredibly time-consuming; worse, is accessing older pages - which I have painstakingly cleaned of any mails over 50kb - times out, dawdles, has to be refreshed.
The whole system is plainly overstretched and breaking.
  • Satisfaction
    3 stars
  • Speed
    5 stars
  • Reliability
    3 stars
  • Customer Service
    1 star
Bristol John Lewis Broadband  
John Lewis made a big mistake contracting PlusNet to run its broadband. Arguably the most respected brand on the High Street being dragged down by the shysters from Yorkshire. Everything about PlusNet is bad; From the overuse of traffic management reducing your download speed (to below 1Mbp in my case, normally 4-5Mbps) to the truly appalling customer service. Like some other reviewers I decided to take advantage of no penalty charges to leave after a price hike. Although the change to my new supplier went through without problems it was then followed by numerous E-mails that seem to come from a demented robot. It included penalty charges of course disguised under another name, bills for negative amounts, complaints that I had cancelled my direct debit (I hadn't), then thanking me for reinstating it,and phone call charges for the period after the change to new supplier. Phoning customer services was a complete waste of time as they were either too stupid to understand or didn't care. I am now going to complain to Ofcom.
  • Satisfaction
    1 star
  • Speed
    1 star
  • Reliability
    1 star
  • Customer Service
    2 stars
Bromsgrove John Lewis Broadband  
Well what can I say, we have had nothing but trouble with the Internet since we joined John Lewis in January this year, it has never worked right but John Lewis never put down that there was any fault till April I have never rang someone so many times, we stream everything so really rely on the Internet working, John Lewis has never once admitted its their fault and after having 3 engineers out who said there was nothing wrong with the phone or Internet line, we brought WiFi boosters that we really could not afford but told by one of the customer service people that we had to have them, well they made no difference, we were told we needed another router but that in fact made it worse, then we was told to use our old router from our old supplier fuel which I have to say we started to regret changing to John Lewis, we only changed because fuel bills when up and we were recommended John Lewis though a friend, we have never had all this trouble with anyone else, anyway still the Internet did not work, sometimes we were going hours without it but of course they still wanted paying, I paid for football passes on now TV but missed most of the matches, we were also told to change the WiFi channels which have never heard of before and would work alright for a while then would come up no Internet, myself and my partner are ill and don't leave the house much and family and friends don't live near by so we felt trapped when everything including the phone would keep going down, in the end I rang cisas who are meant to deal with complaints, they sent me a form to fill out which I did but was told I did not give them enough prove which was after sending them loads of emails to John Lewis and telling them about everything that happened, we still had no Internet, we was given 2 months free but every time the direct debit was due they still tried to take it out of the bank and we would get charged from the bank and cut off, so then would be told would get the next month free instead, in meantime we bounced off of our neighbors Internet that he kindly let us, so desperately we had to get in touch with the managing director of John Lewis as we wanted to get out of our contact early and get money back so we could get Internet that worked, well we got there in end and finally ended our contact with John Lewis Thursday and have decided to go with bt who our neighbor is with and has so far been a lot better
Buckinghamshire John Lewis Broadband  
dreadful service. Internet connection repeatedly lost. Support useless. Cancelled service
Bucks John Lewis Broadband  
They keep writing threatening to charge me because i have exceeded their credit limit of £50, they are treating me more like a delinquent teenager who is over his overdraft limit at Barclays than a retiree who gets really peed off when threatened by a supplier.
No amount of calls to them have made any progress, so its off to Sky next month.
  • Satisfaction
    2 stars
  • Speed
    1 star
  • Reliability
    4 stars
  • Customer Service
    4 stars
burnham market norfolk John Lewis Broadband  
Swapped from plusnet to John Lewis to save £10 per month.The process was painless. The new connection is more stable and faster, which is odd as JL broadband is actually provided by Plusnet, or so I'm told. The regular dropouts in service have stopped and it is usable after 16:00 on a week day, something the Plusnet wasn't so good at. Overall, its not bad. I wonder if the improvement is due to the router being replaced from an old BT Hub3(that is not a mistake, I was using a BT hub on the Plusnet service) to the JL one, although it has the same specifications? Speed is hovering around 10MB
  • Satisfaction
    3 stars
  • Speed
    4 stars
  • Reliability
    3 stars
  • Customer Service
    3 stars
Bursledon John Lewis Broadband  
It would seem that most people have had problems, Although there have been problems it makes agreat deal of difference when the operators speak clear english and are very helpful. The speed is slightly lower than bt but it is consistant where bt used to drop considerably. All in all I am well satisfied
  • Satisfaction
    5 stars
  • Speed
    4 stars
  • Reliability
    4 stars
  • Customer Service
    5 stars
Burton-on-Trent John Lewis Broadband  

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