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
    2.3 stars
  • Customer Service
    2.7 stars
  • Speed
    2.2 stars
  • Reliability
    2.3 stars

Based on 100 customer ratings since 2021-08-06 (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.

794 Customer Reviews over 80 pages

  • Reviewer
    Location
    Sy59ja
    Reviewing
    John Lewis Broadband
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    The worsed ever. They are so bad I cant believe it. They lie to you saying someone will be coming out and the fault will be sorted by the end of the day. Then I phone the next day and they say oh well no one has come out. The message wasn't even passed on. Lie after lie. Never ever again. They waisted hours of my time on the phone and I got know where. So angry with them. Dont waist your time
  • Reviewer
    Location
    Plymouth
    Reviewing
    John Lewis Broadband
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    Same as all the others...dreadful nonexistent service. List my initial order so it took over 3 weeks to get connected...only it then didn't work. Takes an hour to get through to support...they then cant fix it and font call back as promised. Needed an Openreach engineer eventually who commented theyd turned the speed right down. A week later, after several drop outs and a painfully slow service.. apparently I shouldn't expect to rely on wifi!!!...I have no internet and they think a faulty router. I'm off to EE to buy their mobile internet. ADVISE NOBODY USES JOHN LEWIS INTERNET...well actually you cant as it doesnt work!
  • Reviewer
    Location
    Edinburgh
    Reviewing
    John Lewis Broadband
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    The worst broadband company I have ever had.
    Since I’m with them, the internet was slow always.
    Now I’m moving out so I had called them, and I said to switch the internet off with the End of the month 31st!!
    They switched it off at the 13th and they said it would take 2 weeks until they can switch back on.
    I’m moving gout that time, I can’t do my home office for 2 weeks. Very poor customer service and very disappointing!!!

    Don't recommend it to anyone!
  • Reviewer
    Location
    Epping
    Reviewing
    John Lewis Broadband
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    Not such thing as “Outstanding Costumer Service”
    They pride themselves on having “outstanding costumer service” but all I got was a pack of lies and a complete disinterested service. At a time when internet is a fundamental need for many people we had a fault which lasted over ten days. They booked a technician out on day two which could not find the problem and the second one was sent 5 days after. In the meantime, they lied to us as we were told that another technician went by but, once again, he could not find the issue. Moreover, everyday I was told they would call us back with an update but NOBODY ever did. I had to call John Lewis about 8 times. When, finally, the technician arrived to try and sort the problem, he told us that nobody was there before him beside the very first person on day two. He did some work and we got some sort of connection back but it kept cutting off constantly. Useless.
    In order to be able to work, in the end, we had to buy a EE mobile broadband service. EE was the best thing we got out of it as the speed is remarkable considering we live in an area with a general low speed internet service (is more expensive of course). Our first encounter with EE costumer service was also a positive one. However, it is all a scam as BT owns John Lewis broadband as well as Plus-net so it is all run by the same people who wants our money and offer bad service.
  • Reviewer
    Location
    glasgow
    Reviewing
    John Lewis Broadband
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    I am literally a kindly guy for everything in my life, while as a trader and computer engineer, the break frequency of network is the only thing that I cannot bear. The funniest thing is that the exchange is not crash when the stock rapidly down while my network done that. So I am never ever recommend this network, I also not suggest the computer related one use it service especially for woking from home. Also, TBH, the network is not have any advantage on price as well.(P.S. This is the longest review I have written my life)
  • Reviewer
    Location
    Romford
    Reviewing
    John Lewis Broadband
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    Please do not waste your time and money on this fraud company. I placed a request on 24 July for switch and they deducted money from my account same day. Even after multiple followups, no updates at all. Customer Care experience is dreadful. After holding the line for 25 minutes I managed to connect to one CC representative. The frustrating thing was that without asking anything on the query, he transferred to another section, which in turn went to never ending background music. Quoting 2-3 query id's for reference - 204XXXX44,204XXXX21,204XXXX34
  • Reviewer
    Location
    Amersham
    Reviewing
    John Lewis Broadband
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    This has honestly been the most painful customer service experience that I have ever had. I would not use John Lewis Broadband if it were the last company on earth. Initially, they cut off my existing provider but failed to connect my phone and broadband to a new service. We have been without a phone or broadband now for 3 weeks. We have lost our old phone number and I have spent in excess of 20 hours on the phone trying to resolve the issue. This mainly consists of being on hold because no one picks up the phone. So far this morning I have been on hold for 2 hours and 20 minutes and no one has picked up. I did try the new customer option and that was picked up in 1 minute and 15 seconds but a very rude female told me I had chosen the wrong option and transferred me mid sentence - I am currently on hold again and have been for the past 46 minutes. It seems that after the initial call to get your business, there is absolutely no customer service at all. I would rather boiL my eyeballs in acid than have broadband installed by John Lewis.
  • Reviewer
    Location
    Finchley
    Reviewing
    John Lewis Broadband
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    I didn't believe all the bad reviews because I'm the kind of person that normally just gets on with things but this has been an awful process.

    They haven't connected the internet, nobody can tell me when it will be connected, every time I call there's a different answer or problem. Nobody replies to the written complaints and I've been lied to multiple times.

    It feels like they're gaslighting me.
  • Reviewer
    Location
    London
    Reviewing
    John Lewis Broadband
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    We've had a huge problem with our John Lewis/Plusnet broadband since May and it's now August. Appalling customer service, refused to send out Engineer and every time I call them, they go from the beginning again ...."I'll run a test on the line"....."Oh, yes, it's falling out"...they refused to send a new router but when they finally did, the problem still continued. I've lost business because of it, as I can't work from home with this rubbish. What am I paying for? I daren't swap suppliers at the moment incase I fall down a big hole of helplessness and no-one then takes responsibility. Avoid. I expected more from John Lewis and this whole saga has changed my impression of the company. We had problems last year too. Cheap skates.
  • Reviewer
    Location
    Ramsgate
    Reviewing
    John Lewis Broadband
    Date
    Comments
    Absolutely disgusted with this service. They were quick enough to take my money. Not had any confirmation, still waiting even though the 3 dates I provided have now been and gone. I want to cancel but can't get through on the phone. Avoid!!!!!!

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.