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
    2.7 stars
  • Customer Service
    2.9 stars
  • Speed
    2.5 stars
  • Reliability
    2.7 stars

Based on 459 customer ratings since 2018-07-20 (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.

555 Customer Reviews for John Lewis Broadband

Reviewer Location Reviewing Date Ratings
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
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    1 star
Birmingham John Lewis Broadband  
Never try their broadband. They use a cheap router and you have to change the channels regularly to make it work. We always have drops in our internet upto an hour long, and when i ring their technical dept they say that it is expected to have at least 3 or 4 drops every 3 days, ive never had that with Sky or anyone else.

We spend over £130 a week with Waitrose shopping and buy clothes and electricals from John Lewis, and when we said we would cancel all those weekly orders for the sake of a £100 cancellation fee, the person said, i have the ability to remove the cancellation charge, but i wont do it, even though he knew they would loose £6-8000 a year in shopping. What a joke.

We are taking it further so i would let you know what his managers say about loosing £8000 a year for the brand to keep £100 in his department.
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    1 star
shrewsbury John Lewis Broadband  
The most efficient part of my experience with JL broadband was cancelling it! Need I say more.
John Lewis Broadband  
Terrible broadband, goes down at random points throughout the day and always at 7.30 pm.but what is worst about it is that it will show as being up and available on the router but will not connect to a website. Then there aaaare the time that it will connect and disconnect over and over in the space of an hour basically not letting you do anything
2 good things to say
You will get a good email address and customer service is great and know how bad the service is
  • Satisfaction
    2 stars
  • Customer Service
    4 stars
  • Speed
    1 star
  • Reliability
    2 stars
Farnham 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  
No complaints at all about John Lewis Broadband. When I moved into my house I had a series of problems with two other broadband providers and Openreach which twice failed to come to install a new line. So I cancelled and made do with 3g.

12 months ago I decided to try again and obviously I was dreading it somewhat. I signed up with John Lewis and the shop where I worked at the time decided to switch to them too.

Everything went without a hitch at home. New line installed, the speed was higher than predicted. The work premises were switched over without a hitch too.

However after a year I've decided to leave due to the large price increase at the end of the 12 month contract. I looked at the website to see what was on offer, but nothing satisfactory. I can get fibre elsewhere for less than I'm paying for standard broadband.

It's a shame that satisfied existing customers are forced to do this and that loyalty is rewarded with uncompetitive charges!

My line is Openreach so I'm hoping whoever I go with on the existing line it will be much the same.
  • Satisfaction
    5 stars
  • Customer Service
    5 stars
  • Speed
    5 stars
  • Reliability
    5 stars
Northumberland John Lewis Broadband  
changed 2 homes over and no routers

bt turned the broadband off, JL SENDING routers but dont know when we will get them how goods that

email from JL SAYS YOU CAN CONTACT US 24/7 not ture 9-6 pm only

afriad PLUS NET Is BT WHO ARE THE WORLDS WORST Providers

i forgot to check the small print where jl said the provider was plus nut . only when you check you find out its BT
  • Satisfaction
    1 star
  • Customer Service
    2 stars
  • Speed
    1 star
  • Reliability
    1 star
winsford cheshire John Lewis Broadband  
Broadband speed is attrocious with frequent drop outs. Customer service unable to rectify this. Enough, i'm off to find another supplier.
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    1 star
Trowbridge John Lewis Broadband  
I don't know if their internet service is worse than anyone else's, but the complaints service is the worst I have ever come across. They make all sorts of promises to you over the phone that they rarely if ever keep. My problem which I reported 11 days ago is still not fixed. They have so far promised me 4 times that someone will call me back to discuss my technical problem, but on one ever has.

They send you an email in response to your complaint, but note this: if they were professional, this email would summarize the complaint and tell you when you could expect to have if fixed. However, the email says nothing about the complaint, all it says is that the complaint will be automatically cancelled after 11 days – whether it is fixed or not!

I have asked several times to speak to a manager, but no manager is never available. If I say I want the problem fixed, they say they can't do in now and I have to wait.

The router is very poor and doesn't work through brick walls.

The speeds are sometimes very low and no amount of complaining makes any difference.

They seem to work in the principle that if they mess you around for long enough you will stop complaining and then they won't have to do anything.

So the bottom line is: all they ever do is to lie to you and give you the run-around. AVOID AT ALL COSTS!
  • Satisfaction
    1 star
  • Speed
    2 stars
  • Reliability
    2 stars
North Hampshire John Lewis Broadband  
Shocking. Signed up to the £22.50 per month b/b + Anytime weekend deal on Uswitch. First bill for £30+ - they added several services I did not sign up for. Took second payment without authorisation. Did not reply to five or six e mails. Sent threatening e mails. Limited service demanding the extra payment. Called up, and
insisted there was no such deal. When I went to Uswitch and read it out, they admitted there was, and would put me on it..However would not waive earlier fees.
Not what you expect from a service with the JL brandname on it - faith in JL considerably shakened
( long time customer).
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    4 stars
  • Reliability
    4 stars
exeter John Lewis Broadband  
1 star is too generous. Please heed my warning, and do not use John Lewis Broadband. Do not be seduced by their offer of a gift voucher. It is not worth it. I transferred my service from Sky to them on 4th March. I was due to go over to them on Monday 18th. In this time the only communication I had was from Sky to say they were aware I was leaving them. Nothing from John Lewis and no router, so today (16th) I called them, only to be told that the request to transfer the line hadn't gone through properly. Apparently this was not their fault, it was Open Reaches fault and they were going to complain themselves. I was told he would email me to advise what was happening and try and get this pushed through for 18th, and to put my feet up and have a tea. Cocky idiot. I got his response on email and it was woefully insufficient. They were now blaming Sky - 'Sky hadn't received our order until a later date...' (??) 'so they rejected our request to keep the number. I've spoke to number ports and they've raised a manual order to get the services live on the 25th instead'. It also said underneath that my query was on hold till Wednesday 20th, so he was OK with leaving my high and dry till then? No thanks. They are a total shambles. They don't accept any accountability for THEIR mistakes, and there was at no point an apology from this person or from anyone I spoke to on the phone when I called to cancel the request altogether. DO NOT PUT YOURSELF THROUGH THIS. Their line for customers opting to leave them was red hot. I was on hold for 40 minutes. No wonder. Go with a reputable provider and don't waste your whole Saturday like I have had to do to deal with these jokers. I'm staying with Sky - I was only moving away from them to get a cheaper deal which they have now given me.
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    1 star
Peterborough 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
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    1 star
Blackpool John Lewis Broadband  
Just about fed up with John Lewis,keep saying they Can't take our direct debit,the money is always there.Last time we hadtopay late fee +pay over phone it was there new system.Now what is it,spelt something wrong I suppose
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    5 stars
  • Reliability
    5 stars
Kent John Lewis Broadband  
I don't recommend John Lewis. I switched my elderly parents over, difficult but done, however when there is a problem the website login to the account doesn't work, the '24/7' technical helpline isn't answered, problem after problem. Also the International calls which are supposed to be included only relates to mobiles in US and Canada, no other countries, but that isn't stated anywhere in the sales pitch. Odd 10p Other charges appearing on the bills. Don't recommend
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    1 star
Herefordshire John Lewis Broadband  
I wish I'd read all of these reviews before we signed up to JLB, as many others have said.

We were with Plusnet before, & I found their customer service terrible, connection slow, & billing totally confusing. After much deliberating, we joined JLB based on the JL brand & Which report. BIG mistake as JLB is run by Plusnet!

DO NOT JOIN THEM!
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    1 star
Essex John Lewis Broadband  
probably the worst ever experience of getting BB set up, when I took out a contract I was promised it would take 2 weeks, 5 weeks in and I'm still waiting. I spend an average of 1.5 hours just on hold everyday. Use JL BB at your own risk
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    1 star
wales John Lewis Broadband  
Basically a good service but not very savvy regarding the 20gB limit. On the one occasion when I unknowingly (visiting Grandson) exceeded the limit the first I knew was when it virtually stopped working. No warning at all and the reason why only became clear when I contacted them. Room for improvement here I think.
  • Satisfaction
    4 stars
  • Customer Service
    3 stars
  • Speed
    2 stars
  • Reliability
    4 stars
East Sussex John Lewis Broadband  
Unreliable connection and bad customer service, no phone call answered in less than 45 minutes, every problem blamed on the user before finally agreeing to let me leave free of charge, then attempted to charge me for leaving!
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    3 stars
  • Reliability
    1 star
Fordingbridge John Lewis Broadband  
Internet did not work for two days because they serial numbers on the back of the router had not been logged on to their system. Only the fourth operator spoken to was able to work this out. The others said it was a problem in my house. The refused to answer emails beforehand asking how to set up additional email addresses under John Lewis. Nothing on their website either. Turns out you only have one email address. There are no instructions on how to set up for Macs modern operating systems for email. The anti virus system is not supplied for Macs but there is no indication of that on the website. Simple a very poor product - which I believe I have been missold and I will cancel tomorrow.
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    3 stars
  • Reliability
    2 stars
Caerphilly John Lewis Broadband  
Absolutely appalling connectivity and customer service, broadband has been down more than up, forced to investigate this myself as all tickets opened are ignored until they are closed by lack of activity. When my investigation turned up that the actual problem was with JL's QOS settings, they emailed me thanking me for finding the problem and suggested that changing my online activities would probably cure my problem!!! After multiple complaints they agreed to let me leave free of charge and then attempted to bill me £165 for leaving.
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    1 star
Fordingbridge John Lewis Broadband  
Very bad customer service. The staff don't seem to know what they are talking about - seem to be getting different information every time I contact.
Took money for installation and promised a refund within 3 days- still no refund 10 days later. Took money for broadband even though the subscription hadn't yet started. When cancelling the subscription told 3 days by one member of staff, then 21 days, then told I would receive a refund via cheque.
Very quick to take money without actually providing a service to the customer. Poor.
  • Satisfaction
    1 star
  • Customer Service
    1 star
Leicester John Lewis Broadband  
Very disappointing level of response following a local problem which has left us without internet access for 9 days now, and still no information as to when service will be resumed.
Wimborne John Lewis Broadband  
I wish in had read these reviews before starting! They are pretty telling... Don't use John Lewis broadband!! Our experience was very very bad, we have cancelled our order now... no broadband after 6 weeks. The worst thing was being told it would be connected on certain date time after time... Even promised then it not happening. So frustrating! Don't touch them with a barge pole!
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    1 star
Rutland John Lewis Broadband  
Pathetic Broadband service, JL is not providing Parental control, it has mentioned in the web site but actually not comes with it. Very disappointing, Customer services/Technical support also did not know the parental control is available, waist few phone calls, (long calls) then found out its not comes with the package, Got kids home, now we are stuck to service for one year, cannot even cancel it.

Signup month ago, when receive the service it took more than three weeks. only found out about parental control after received the service, but still too late to cancel as customer services.


Call wait time is more than 20-30 minutes any time during the day.

I think JL is the only ISP who is not provide Parental Control

Very very disappointed.
  • Satisfaction
    1 star
  • Customer Service
    2 stars
  • Speed
    2 stars
  • Reliability
    2 stars
Oxford John Lewis Broadband  
Worst provider I’ve ever been with, clearly a company trying to tap into a market they have absolutely no knowledge or experience in. Terrible connection, barely ever works spend more time on the phone to customer services trying to resolve issues and feeling fobbed off. Taken out alternative contract paying for both at the moment while trying to cancel John Lewis contract as it’s useless
  • Satisfaction
    1 star
  • Customer Service
    2 stars
  • Speed
    1 star
  • Reliability
    1 star
Stalybridge John Lewis Broadband  
I do not usually complete reviews for products or services but this time I feel that I need too. I had not seen the reviews on this site when I ordered the product 2 months ago and when I did I became quite nervous about what service I was going to receive as it appears many people have had issues which I know is very frustrating as I had no end of problems with BT. The service I have received however has been great. The router arrived when it was supposed to, on changeover day I did have to phone the helpdesk as one of the lights did not go out, but I did not have to wait long and it was sorted within a couple of minutes. We live in a rural location so the speed is never going to be great but it is faster than what we were getting with BT. I have also just had an issue with the phone line due to work that Openreach were doing but John Lewis have dealt with it in a timely manner and kept me updated on progress. Overall I am very happy with the product and service received to-date.
  • Satisfaction
    4 stars
  • Customer Service
    5 stars
  • Speed
    4 stars
  • Reliability
    5 stars
Devon John Lewis Broadband  
I ordered Broadband and a phone line to be installed back in October and here we are in December and I am still waiting for it to be connected. I have had no updates. If I call John Lewis the sales department answer calls after 1 ring - after sales and order follow up, I am on a call now - been waiting over 20 mins now and no one has answered!! This is a car crash of a service provider masked by the good reputation of the John Lewis Brand - AVOID LIKE THE PLAGUE!!!
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    1 star
Ringwood John Lewis Broadband  
I thought i would try give John lewis, as my last Provider, Talk Talk were extremely incompetent from start to finish.I place my order with JL just over week ago in 29/9/2018 and was given three option of when every thing would be set up after Paying Nearly £90.

However this didn't get to plan, after waiting half hour on Saturday to get through i was sent a email basically stating wait till Monday.

So I phone Monday even though the first person i spoke to seemed inexperienced but polite he had told me it would take a further two weeks for every to be set-up meaning this would of been a month!. i then decided to cancel

I then had heated argument with one of their cancellation team member as he was telling ( couldn't get a word in edge ways) me this would be the same for any other provider to take this long ??.

in the end spoke to some more polite and i have now gone with another provider and i will be set up by the end of the week!

stay Clear if there is issues in the beginning i guarantee you it will only get worse!!
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    1 star
west midlands John Lewis Broadband  
Very slow speeds and when I have a problem I cannot get through on the phone as 'they are experiencing high call rates" Really? Every day? Poor service for a company carrying the John Lewis brand.
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    1 star
Marlborough John Lewis Broadband  
I am extremely dissatisfied with the service received since switching to John Lewis for phone and broadband.
After a catalogue of errors setting up my service, I was without broadband for five days, and have been without a working phone for 5 months. I had to make almost daily calls to try to resolve the matter.

Five months later, after repeated attempts to get my telephone line working again which has been off for four months, I still have not been given a timeframe it will be working.

The speed is also very slow, again this has not been resolved.

Responses from JLB (Plusnet) have been very disappointing, following escalating the complaint.

I believe most customers do not know the real level of service that they are buying, assuming they will get excellent customer service, as I did. The service is provided by Plusnet.

Sadly this is very far from the case and I would strongly question where review companies and Which? took their initial data from.
  • Speed
    2 stars
  • Reliability
    3 stars
Liverpool John Lewis Broadband  
We don't have the broadband yet so I can't rate the speed and reliability, although if it's anything like the customer service I'm already regretting it. It's been 6 weeks since we placed the order and still no broadband. The box arrived after perpetual chasing then silence. After further waiting we were told our order had been put on hold. ??? We are racking up huge bills purchasing additional data, paying for online subscriptions we can't use and are now been fobbed off that we need to wait another 10days. This surely is not John Lewis but an imposter in disguise. Sort it out John Lewis as this is tainting your reputation.
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    1 star
Cornwall John Lewis Broadband  
Having read the reviews i was concerned movind to JL/Plus net, however, my change from BT to JL, was without any problems, emails + TXT were sent on the day of changeover confirming it all. i received a mail at 3am for the phone line , and without internet for aprox 2 hours during the change. its was a shame that BT would not move on the extortionate price i was paying and now have the same speed with unlimited download, the same upload (78/20) and a fixed ip that BT cound not offer. great stuff JL keep it up *****
  • Satisfaction
    5 stars
  • Customer Service
    5 stars
  • Speed
    5 stars
  • Reliability
    5 stars
Derby John Lewis Broadband  
Really dreadful. Worse than I expected.
The line was "mis-jumpered" in the cabinet, despite JL / Plusnet telling me all was OK. I had to risk £65 for an Openreach engineer to visit and sort it out.
JL promised me 2 months free service for the trouble, but didn't credit me.
My home phones don't ring when someone calls. Waiting for Openreach again, as a "line card" is faulty in the exchange.
Phoning JL customer service takes you to an Asian call centre, located in Leeds. Aggressive, awkward and unhelpful.
Go to another provider. Any other. Don't buy JL.
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    3 stars
  • Reliability
    1 star
goole John Lewis Broadband  
Dreadful. I was with them for 1 year without trouble. Went away for 6 months visiting a sick relative abroad. Direct debits taken monthly.
Returned home to everything dead.
Connected but no broadband as I was connected to Sky at the exchange (mis-jumpered).
The Openreach guy ripped the master socket off my interior wall, damaging the cables. 2 more visits to get it fixed. BT Openreach very sorry.
JL then try to charge me £50 for the visits. Hours phoning them, always promising a manager would ring back. Never happened.
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    3 stars
  • Reliability
    3 stars
goole John Lewis Broadband  
This really is dreadful. I am truly appalled. I switched from SSE broadband as the price went up from £12 per month to £26 p.m.
JL wants £22.50 which is not a lot less.
Their router is probably worth 50p.
Their service is dreadful.
They told me I should be connected within 2 hours, but I had to phone at 10pm. They apologised, saying BT had told them everything was setup, but their system hadn't worked. You're left high and dry. Go elsewhere, this is just rubbish.
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    1 star
goole John Lewis Broadband  
I was paying premium price with BT broadband and thier broadband was poor. I decide to join John Lewis Broadbad as I can honestly say their broadband is so much better than BT. I also saved more than £10 a month. Highly Recommend to family and friends.
  • Satisfaction
    5 stars
  • Customer Service
    5 stars
  • Speed
    5 stars
  • Reliability
    5 stars
Lancashire John Lewis Broadband  
First 6 months of contract fine the last 6 months have been awful. Broadband constantly disconnects ....... Utterly disappointed with service and intend to go back to my previous provider at first opportunity
  • Satisfaction
    1 star
  • Customer Service
    3 stars
  • Speed
    1 star
  • Reliability
    1 star
Kent John Lewis Broadband  
Omg john lewi broadband & phone set up brandband for my new house last week and promise me that it will be all set up on this Saturday the day I'm moving in so I wouldn't be without Internet the guy that I spoke to on the phone for over an hour told me that he had a problem with his payment system and if it hadn't have gone out my account by by the next day he would call me back and go through it again but I had no phone call it was still pending in my bank till this morning so I called then back up to find out there was no record of me on the system all the passwords all the security checks everything that I set up nothing my phone numbers not there any emails not there nothing so now I'm in a situation where I'm going to move into a property with no phone and broadband setup so I said I wanted to speak to a manager and making a formal complaint about the guy that I spoke to and their system then he avoids me but I couldn't making a complaint because I'm not on the system I haven't got an account so annoyed it is not the word
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    1 star
North wales John Lewis Broadband  
I would absolutely not recommend John Lewis broadband. Avoid like the plague. I spent 1 hour and 45 mins waiting to speak to their tech team the other day. And not surprisingly they failed to connect me within the 14 day period during which I can cancel my contract. So now they say I can't. They failed to call me back when they promised to. They took money from my account 14 days before my service was connected. Shockingly bad.
London John Lewis Broadband  
Poor set up, poor customer service (initial set up, revised set up, billing) although technical support good. Would not recommend.
  • Satisfaction
    2 stars
  • Customer Service
    2 stars
  • Speed
    1 star
  • Reliability
    2 stars
Midlands 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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