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
    3 stars
  • Speed
    2.5 stars
  • Reliability
    2.7 stars

Based on 487 customer ratings since 2018-04-24 (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.

542 Customer Reviews for John Lewis Broadband

Reviewer Location Reviewing Date Ratings
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  
Having had the John Lewis/Plus Net service for 6 weeks and after numerous phone calls and engineer visits, a problem with the internet connection dropping out, has not been resolved and at one point I was told this is 'normal' for internet connections. I am now looking at cutting my losses and sourcing an alternative service provider.
  • Satisfaction
    1 star
  • Customer Service
    2 stars
  • Speed
    1 star
  • Reliability
    1 star
Newcastle upon Tyne John Lewis Broadband  
repeated internet problems sold a router that was not required had to pay to get an engineer in 30 minute waits on the phone. Terrible iSP
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    1 star
Otley John Lewis Broadband  
Switched from BT and I really wish I hadn’t. Having had 31MBPS consistently from BT I now get 6-9 MBPS from John Lewis. Two phone calls to John Lewis technical support got me nowhere - then get passed around the order department, back to tech support and back to orders. They can see there is a fault on the broadband, which they tried to blame on my equipment. Then they claim they can’t find my landline. And still I get slow broadband. Appalling service.
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    1 star
Lincoln John Lewis Broadband  
Ordered John Lewis after BT put their prices up. Can’t fault the service, couldn’t connect at first but a quick call to their Helpdesk and it was quickly sorted.
  • Satisfaction
    5 stars
  • Customer Service
    5 stars
  • Speed
    4 stars
  • Reliability
    4 stars
North Yorkshire John Lewis Broadband  
This company should be truly shameful and i would stay far far away from their broadband service.
I joined them on the 25th April and my activation date was 13th May, But on the 13th no bb so i contacted them and they said sorry it should be active by the 14th but that didn't happen so after a long time on the phone and a lot of messing about with routers and passwords they finally said they would send out an engineer the engineer never showed so JL (john Lewis) said they re-booked the engineer but again no show this happened 4 times and was escalated 3 times during that time, any company that escalates your problem more than once is not to be taken seriously. I phoned this JL up and canceled my account today due to the fact they are useless and have done nothing but waste my time i was in my 30day cancellation time by 1 day, but i cant seem to get any of my money back that they took up front. They are also sarcastic as soon as you request a cancellation.
  • Satisfaction
    1 star
  • Customer Service
    2 stars
  • Speed
    1 star
  • Reliability
    1 star
Horsham John Lewis Broadband  
Absolutely appalling. Email almost unusable
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    1 star
somerset John Lewis Broadband  
So far, so good. I have been with John Lewis broadband for almost six months and have not had problems. In the first week or two the download speed seemed to fluctuate but I generally get 11-13mbps, and upload 1.5mbps. Sufficient for web use and music/video. Far faster and more reliable than my previous broadband provided by a large supermarket chain.
  • Satisfaction
    5 stars
  • Customer Service
    5 stars
  • Speed
    5 stars
  • Reliability
    5 stars
Lambeth John Lewis Broadband  
Have had John Jewis Broadband for 1 year and 5 months now. first 6 months speed and reliability were fine, after that it started disconnecting alot, speed was awful. I have called numerous times to customer service, I am being told always everything is fine. past couple of months has been slightly better but it's been absolutely awful last week. I have saved all my speed tests since, even at 1am, the download speed is under 1mbps. nothing has changed at the property, we have already changed 1 router from you, so you tell me what's next. definitely a problem at your end.
  • Satisfaction
    2 stars
  • Customer Service
    3 stars
  • Speed
    1 star
  • Reliability
    1 star
Marchwood John Lewis Broadband  
Terrible, a con, pLUS NET under the jOHN lEWIS Brand, Devaluing the brand, avoid avoid avoid.
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    1 star
cheadle cheshire John Lewis Broadband  
Going live tomorrow. Been on phone an hour so far to check up. Getting bad vibes about this.
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    1 star
Manch John Lewis Broadband  
I changed from Plusnet to John Lewis, so it's effectively the same internet provider. I had doubts because of the bad reviews, but most of the issues I've had have been minor and temporary.

I don't know why they ask you to choose a changeover date, because that passed with no explanation of why there was a delay, just an apology for the delay. Then I got emails and texts out of the blue to say my service had switched.

So far, 2-3 weeks in, I'm fully switched and consistently connected and my speed is slightly faster than I had before with Plusnet.

The issues I had were with billing, the switch date and contradictory emails. I was billed for the first month despite having already paid for it upfront, and they took the payment out of my bank (to be refunded later) rather than cancelling the bill. JL really need to sort that out as it seems to be a known issue. I was also sent emails/texts saying both that my home phone had successfully switched and that my home phone was due to switch in 2 weeks. I already mentioned the switch date delay.

I am pleased that my service is better than the reviews give a picture of -- though the service could vary for others depending on lots of factors.

As it is now, I'm happy with it. The speed is faster than what they actually offered me, the customer service (online) has been ok, it's been reliable so far. And it's cheaper than Plusnet but with more features (free caller display and evening and weekend calls included). As long as it carries on like this, I'll be pleased with my choice of provider.
  • Satisfaction
    4 stars
  • Customer Service
    4 stars
  • Speed
    5 stars
  • Reliability
    5 stars
Lincoln John Lewis Broadband  
Broadband speed is ok and generally it's reliable. Real issue is the email service. It's hit and miss as to whether it connects at all remotely - quite often times out (as it has just now). If you get in, it crashes time and again, so sending emails remotely means typing them in Word and copying and pasting, often repeatedly. Most recently, we weren't able to log in at all. Customer service couldn't tell us what was wrong as it was working at their end. Said would get back within 48 hours (!). Didn't. On chasing, my husband spoke with a very arrogant guy who came up with an unconvincing reason as to why it had happened but fixed the problem remotely - but not on the home pc! He claimed it was a Microsoft problem and "Waitrose" couldn't help. My husband (who knows little about IT) made a suggestion about adjusting the Waitrose setting. The guy dismissed it out of hand. End of call. My husband did what he'd suggested and it worked. Totally unacceptable to be without core email for two days and then not have a competent IT support service.
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    3 stars
  • Reliability
    3 stars
Nottinghamshire John Lewis Broadband  
If you can get through to Tech Support, they can be helpful on setting up issues. However having recently had my service down for nine days, they sent one update at the beginning saying it could be up to 14 days (!), then nothing further. The BT website (it was their cable / exchange problem) was not much more helpful. In the end, I found out was going on by walking down the road and talking to the BT engineers. Now the service is back up, there’s been no contact from John Lewis offering a refund for the nine days I had no service. They’ll send a customer satisfaction survey after an interaction if they think they’ve pleased you. Otherwise they don’t. A superb way for them to convince themselves that they’re great.
  • Satisfaction
    2 stars
  • Customer Service
    2 stars
  • Speed
    3 stars
  • Reliability
    3 stars
Woburn Sands 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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