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 368 customer ratings since 2019-07-10 (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.
655 Customer Reviews for John Lewis Broadband
| Reviewer | Location | Reviewing | Date | Ratings |
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Terrible connection (often nothing). Ridiculously poor customer service and serious lack of care and THEIR legal responsibility to resolve things yet they still think you should keep paying them! Stay clear everyone is my earnest advice!! |
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| A | Devon | John Lewis Broadband | 2018-11-29 | |
if you are thinking of moving don't give John Lewis a chance to mess it up! Signed up to a new contract, got the phone and broadband yesterday only to be told that due to a billing error on their part we are now to be without phone and broadband for another 10 days. You know John Lewis 3 months free just does not make it right, I expect better from a company that prices itself for customer service. |
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| A E Gosling | Surrey | John Lewis Broadband | 2019-05-24 | |
Awful. It took 6 weeks and many phone calls to get it set up. They said the phone line needed to be reconnected, but this turned out to be true. It didn't seem to work all that well, but at the end of September it started cutting out and off. We wrote to them several times and have also phoned. Their latest reply is to say there is nothing they can do. So we are sending it back pdq. |
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| A K Volkmann | Lanark | John Lewis Broadband | 2015-10-23 | |
Horrific. I was taken in by the John Lewis brand reputation. Stupid of me. Incredibly slow. No help. A daily phone call about speeds. Just awful. |
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| A. Singh | Manchester | John Lewis Broadband | 2017-04-22 | |
Admittedly fibre optic broadband has only just been installed and I was warned speeds my go up and down initially, but since I've had it I've had to phone John Lewis 4 times; each time I've waited in a queue for around 45 minutes; my broadband connection keeps cutting out; and the last few days my speed has fluctuated between 0.56mbps and 2.84mbps instead of the 34-40mbps advertised!! Not at all what I'd anticipated based on reviews read etc. Sorely disappointed. |
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| A* | Devon | John Lewis Broadband | 2015-11-14 | |
Changed from Talktalk hoping for better service, its worse! On changeover they killed my phone line. Speeds are slower. Router frequently crashes. When I changed my direct debit they failed to process it and cut me off. Avoid at all costs. |
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| AB | Surrey | John Lewis Broadband | 2016-12-15 | |
I never usually write reviews but JL broadband had such abysmal service. It took nearly 2 months for JL to set up my broadband and landline provision even though it was supposed to be a simple port over from my previous supplier. This left me with no internet service for over a month. I had to keep chasing them to find out what was going on and each time I got a different excuse. Twice my order was mysteriously cancelled mid way through the process! Although polite, he customer service staff didn’t have a clue about what was going on. |
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| Abby | London | John Lewis Broadband | 2019-05-11 | |
Wow, how did not come across all these reviews earlier. Similar nightmare here.. |
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| AJ | london | John Lewis Broadband | 2018-08-14 | |
Right, as promised. Further to my review from the 14th August 2018.....I have now had another few disconnections... my thoughts- |
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| AJ | London | John Lewis Broadband | 2018-08-19 | |
Don't touch them with a bargepole. The most unreasonable and unhelpful company I've had the displeasure to deal with. I ended up pulling out just before the cooling off period finished and even then they made things difficult and wouldn't acknowledge my request and tried to direct debit money from my account. |
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| AL | Warwick | John Lewis Broadband | 2014-12-31 | |
Customer Service? |
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| Alan | Buckinghamshire | John Lewis Broadband | 2018-10-25 | |
Scrape away the thin veneer of John Lewis and you have BT (which owns PlusNet, which runs JLBB). Awful speed, awful service when I moved. Awful service when I first signed up over a year ago. OK, they are nice on the phone but that does little to hide their incompetence. |
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| Alan | Laughton | John Lewis Broadband | 2015-10-26 | |
Never knowingly undersold? Well, they have now. Since price increase and unlimited broadband use the service has rapidly become slower. long wait to call centre. I believe Plusnet's servers are overloaded. Broadband is acceptable but web-mail is absolutely hopeless. For five tears or so it was always ok. |
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| alan bailey | CHESSINGTON | John Lewis Broadband | 2017-03-25 | |
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. |
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| Alan Twite | Walsham le Willows Suffolk | John Lewis Broadband | 2019-11-16 | |
Excellent - no problems. |
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| Alan Winstone | Nailsworth | John Lewis Broadband | 2017-05-13 | |
Absolutely terrible customer service. I applied for a broadband/phone deal and, 3 days after applying, was informed that my application had been rejected. I immediately cancelled the application and was told that my £25 delivery fee would be refunded. 18 days later I have been contacted to say that a cheque has been processed, but this could take up to a further 2 weeks to arrive. Their responses to my numerous emails on their on-line "Query' system reads like a comedy. Anyone considering a John Lewis/Plusnet broadband package has to be insane. I certainly won't consider them for anything in the future |
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| Alastair Prydderch | Wrexham | John Lewis Broadband | 2018-10-05 | |
I have decided to complete this review as all the others were bad about this service; probably because of with a service like this why do a review if its good. |
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| Albert | Yorkshire | John Lewis Broadband | 2018-04-27 | |
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?) |
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| Alek Kasanin | Portsmouth | John Lewis Broadband | 2019-06-26 | |
john lewis have cheaped out with the lowest quality router on the market.. i can only get wifi in the room im in,, to add to that i cant use the router to connect to another access point because jown lewis have locked down the router hobbling its features, avoid john lewis and plusnet |
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| alex | scotland | John Lewis Broadband | 2017-05-27 | |
I went for John Lewis because of their reputed customer service. Unfortunately, a lot of them have very strong accents which I can't understand. Although it is relatively easy to get through to them (MILES better than BT or TalkTalk), the broadband speed is really poor. I cannot stream films on wi-fi so the TV has to be wired up to the router. Quite often, the speed is so slow that even that doesn't work, even though I'm in a city, not deep in the countryside. On their advice, I've changed channels but nothing really helps. Not impressed but now tied into the contract for a year, unfortunately. |
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| Alex | Kent | John Lewis Broadband | 2018-07-15 | |
Had a few minor glitches when we first joined, but had been notified that this might happen at switchover from our previous provider. Since then a good service, no problems at all. And I think Customer Service has been fine. I have only had to ring them twice all year and they were helpful and courteous. Don’t do gaming or anything very high tech so would say strength of broadband suits us OK. |
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| Alex N | West London | John Lewis Broadband | 2020-04-20 | |
In short, don't use them. |
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| Alex Robinson | Ashford Hill | John Lewis Broadband | 2019-03-20 | |
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 | |
AVOID THIS COMPANY AT ALL COSTS |
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| Ali | UKAli98 | John Lewis Broadband | 2018-12-06 | |
Never had any issues with speed or connection. Got a free google home mini for joining. Some small issues setting up due to disconnect in processes: open reach don’t leave until it is working, but JL said they don’t activate until they’ve left and marked it done. Called up JL and got open reach to speak to them. They raised the price a few pounds after around 6 months which was annoying. And it gives you the option to change payment details online but it didn’t work so I connected JL and they said it can’t be done online. |
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| Alice | Plymouth | John Lewis Broadband | 2020-06-03 | |
12 months into my contract and my broadband has been down more than it has been up. Two routers have broken, support from John Lewis (i.e. Plusnet) is non-existent with queries not responded to....really I have never experienced such poor service in my life. Avoid like the plague. My advice to John Lewis...Plusnet is ruining your reputation - find a new supplier urgently. |
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| Alison | Warwickshire | John Lewis Broadband | 2017-07-08 | |
awful just awful |
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| ally warbs | cheshire | John Lewis Broadband | 2018-08-18 | |
Moved from Bristol on November 1 and signed up for John Lewis Fibre and 'phone service from 5 November. Got an email saying my sevice has been connected and advising me of 'phone number. The 'phone had a dialling tone but could not make calls. When i dialled the number the phone rang but not in my house. The next day a lady ( turned out to be a neighbour)called asking why I kept calling her, she was calling from my ( supposed ) number. When my ' phone was finally connected hers was cut off. Fibre broadband ( promised speed of 34 Mbps) turns out to be broken string with speed between 0.2 and 10. After a week got a letter from plusnet telling me that someone was moving into my house and that they were taking my number. The letter, from the head of customer services, stated if there were issue to 'phone them. I dialled the number on the letter which was no longer in service. Got through on the website number told them I had only just moved in and was not moving and wished to keep the number. Two days later I was cut off. I then got a call asking if I would mind giving my router to my next door neighbour as she now had a phone and broad band service again. Made several calls and was told I would be reconnected in about 10 days time but on a different number. Chased this up and was told the order had been cancelled also that their system had suffered a fault and that the only way to speed up the process was to rejoin, at a cost of circa £87 which would be immediately refunded. 'Phone was finally reconnected but on yet another number. The fibre broadband has yet to be resolved. I have been promised the refund of the £87 but some three weeks later am still waiting. I have spent around 15 hours on the 'phone to them, about the only person in plusnet I haven't yet spoken to is Peter Kay. I joined John Lewis broadband based on customer service I have received from John Lewis over 40 plus years and having endured talk talk cutomer service for about 7 years. I was wrong in thinking talktalk was as bad as it gets. |
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| Alofbristol | Kilcreggan | John Lewis Broadband | 2018-12-12 | |
After an initial hiccup seems due to a high demand was passed through a number of different departments having to give security details each time, hence the 3 stars. However when I was through to the correct department the operator at the other end stayed with me until everything was up and running. Brilliant service really impressed. |
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| AlvantaUK | Braintree Essex | John Lewis Broadband | 2018-11-12 | |
AVOID AT ALL COSTS!! It is Plusnet in disguise! |
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| Alyssia | Pembrokeshire | John Lewis Broadband | 2020-04-26 | |
John Lewis have hit rock bottom. Migration from old provider (wish I never moved) seems to be run by a well meaning bodger in his leaky shed. Nothing happens unless you chase it up. Call centre staff trained extremely badly, limited knowledge of what is happenning and different stories delpending on who you speak to. |
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| Amit | London | John Lewis Broadband | 2020-01-16 | |
I have been a John Lewis broadband customer for 3 months now and have already started thinking to quit. Problem started since the the order of the service where it took 14 days to activate the service. Since then there is no ending of the problems with the internet speed. I have 17Mbps plan and have been living with the speed from 0Mbps to 5 Mbps with continuously erratic speed of internet. Raised complaint and called customer care multiple times but the issue remains same. Reaching out the customer care service is a pain. There are different teams/departments within John Lewis who seems to be totally disconnected. One agent does not have any idea what has been done by other. When called the customer service and discussed the speed issue, first of all the agent was not at all agreed that there is a problem with the internet speed. After a while, after talking over the phone and troubleshooting, finally they agreed that there is a fault from there side. Since, then the speed seems to be erratic and inconsistent. I am loosing the hope now and thinking to come out of the contract based on the pathetic product and customer service i have received so far. A huge disappointment on the product provided by the brand name like John Lewis. |
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| Amit | Slough | John Lewis Broadband | 2018-05-13 | |
Stay away from JLB. I have been struggling with their service since i joined in March 2018. Inconsistent speed issue has been there since then and no one bother to resolve the issue. I raised so many queries but no concrete results. |
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| Amit | Slough | John Lewis Broadband | 2018-09-24 | |
Moved from Plusnet to John Lewis (uses Plusnet network), no child safeguard from ISP as with Plusnet so you will have to set up separate app on all home devices. Can't change call features at the moment as something is stuck in the system 3 weeks after switchover. Order was originally cancelled but no-one knew why. Phone and broadband moved late days apart and only after I called to check progress. Assume network is run by one man and his dog in a shed. |
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| Amit | London | John Lewis Broadband | 2020-01-07 | |
Shambolic. Initially told old number would be automatically switched. On switchover day the number had been changed and had to request old number, first told it would be 24hrs then emailed saying it would be 2 weeks ! |
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| AMit | London | John Lewis Broadband | 2019-12-27 | |
I made the switch a couple of weeks ago as BT so expensive now. Seamless transition despite a problem with BT having my postcode wrong which delayed JL picking up my account. Phoned the JL hotline about 4 times to check that BT was sorting things out and every time the call was answered promptly and by knowledgeable staff. After trying to do a deal with BT to improve their pricing they finally matched the JL deal a couple of days before my transfer, but I’m glad I told them to get lost as I’ve doubled my download and upload speed and the new router does not need rebooting every few days, which the BT one did. Very Happy. New Router worked as soon as JL sent email to say it was ready. |
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| Andrew | Liss | John Lewis Broadband | 2018-02-11 | |
Ordered Superfast Fibre Broadband from John Lewis Broadband .I never received the router etc checked with them to ensure they were still able to provide the Service,they assured me they could and were waiting confirmation from their suppliers (Openreach Arghhhh!).I assumed they had extended the swap over date but no 1st June no phone or Broadband.My previous supplier stated they had failed to comply with the process .They failed to apply for a new phone line or arrange for the Fibre Broadband.I now have no phone line or internet access .John Lewis need to distance themselves from Plusnet who run this for them as it will damage the brand.Awful service does not describe them. |
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| Andrew | Swansea | John Lewis Broadband | 2017-06-08 | |
I wish that I'd read this site before signing up to JL Broadband....like others I followed the "Which?" guide about JL...not reliable advice at all, very unusually for "Which"? From wrongly quoted packages/ speeds/ failure to provide the agreed email address/ broken promises/ long waits for customer service/ to my password not working (twice) I'd give John Lewis Broadband "no stars" for satisfaction if I could. Hugely disappointing; I was quite wrong to assume that the excellent reputation of JL would apply to their broadband service...to be avoided unless you enjoy being continually disappointed. |
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| Andrew | Southampton | John Lewis Broadband | 2015-11-11 | |
Shocking service both technical and customer help |
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| Andrew | Dorset | John Lewis Broadband | 2017-11-19 | |
This is the worst internet provider I have ever been with constant dropping very slow poor broadband I never signed up to this discussting service |
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| Andrew Burnett | Cardiff | John Lewis Broadband | 2019-02-26 | |
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