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
    2.5 stars
  • Customer Service
    2.8 stars
  • Speed
    2.2 stars
  • Reliability
    2.4 stars

Based on 331 customer ratings since 2020-05-14 (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.

738 Customer Reviews over 19 pages

  • Reviewer
    Location
    Cambridgeshire
    Reviewing
    John Lewis Broadband
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    PlusNet in disguise! Absolutely dreadful service after 3 phone calls and 2 weeks of promised broadband was given another 6 days notice - was advised it was staff not placing the order and there's nothing that can be done - Unparallell incompetency - avoid like the plague!
  • Reviewer
    Location
    Minety
    Reviewing
    John Lewis Broadband
    Date
    Comments
    Absolutely shocking, as with other disgruntly customers, I read the Which report and aswell as the JL brand, thought that they would be better than BT - how very wrong I was, an utter disaster, makes life working from home impossible. John Lewis should remove their brand name from this immediately as it will ruin ther previously good record of excellent service. This service is a disgrace.
  • Reviewer
    Location
    Oswestry
    Reviewing
    John Lewis Broadband
    Date
    Comments
    Wish I'd read these reviews before I'd ordered from JL 3 weeks ago - had my money, phone is on but no internet, worse still they cancelled with my previous supplier. Phoned them over the weekend and the customer sales guy was useless and arrogant. My son is getting married next weekend and there is so much I need to do on line. Am going to try and cancel the whole order as they have not fulfilled their end of the contract.
  • Reviewer
    Location
    Rugby
    Reviewing
    John Lewis Broadband
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      2 stars
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    Absolute rubbish - avoid. Signed up as John Lewis is a brand with a good reputation. Their broadband is useless and just keeps hanging, response times 20 seconds or more. Tech support and customer service poor too.
  • Reviewer
    Location
    Worcester Park
    Reviewing
    John Lewis Broadband
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    Still waiting for connection JL have no effective communication links with BT who supply the infrastructure service and as a key worker moving home I needed my BB ASAP to maintain my NHS role during my 1st week off since COVID -19 . A request by JL to BT to expedite my connection was made but declined as I had a live service ... live meaning the previous owner had a connection but not one I could ever use or access so I actual fact very dead ( sounds very much like a Monty Python sketch) Now after 2 weeks I’m still waiting for my BB as they also forgot to send out the router.
    This was the only utility I had any problems with during my move and not only very inconvenient but time consuming meant where I should have been able to work from home whilst getting straight I couldn’t . Ever hopeful of one day getting a connection but STILL WAITING.......
  • Reviewer
    Location
    Hove
    Reviewing
    John Lewis Broadband
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      4 stars
    • Reliability
      4 stars
    Comments
    The speed of the broadband is good however the customer service is APPALILNG! So it's all good so long as you don't have any issues in which case, good luck!

    I paid to have my account switched to a new address in order to avoid starting a new 12 months contract. The new account stopped working after a few days and John Lewis Broadband informed me that due to a technical error, I needed a new account to be set up which costs £32 but that money would be repaid to my account. Well to date it hasn't turned up in my account.All very un professional and incredibly frustrating.
  • Reviewer
    Location
    East Sussex
    Reviewing
    John Lewis Broadband
    Date
    Ratings
    • Satisfaction
      5 stars
    • Customer Service
      5 stars
    • Speed
      5 stars
    • Reliability
      5 stars
    Comments
    i recently moved my phone and broadband providor from BT to John Lewis. Less expensive and a no stress faultless changeover. Thank you John Lewis.
  • Reviewer
    Location
    Romsey
    Reviewing
    John Lewis Broadband
    Date
    Ratings
    • Satisfaction
      2 stars
    • Customer Service
      1 star
    • Speed
      2 stars
    • Reliability
      4 stars
    Comments
    After the initial deal, got very expensive. Switched broadband provider, then went on hols, only to discover that they had closed the email account down very swiftly, which cannot be reinstated, which is a problem for an easyJet booking as they only use the original email. Apparently unable to reinstate webmail or anything (I am absolutely sure they could if they wanted to). Very peeved.
  • Reviewer
    Location
    Reading
    Reviewing
    John Lewis Broadband
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      4 stars
    • Reliability
      3 stars
    Comments
    John Lewis might have made a terrible mistake
    using a Third party to use their name - TERRIBLE CUSTOMER SERVICE - NOT FIT FOR PURPOSE
    LOOK ELSEWHERE
  • Reviewer
    Location
    Grenock
    Reviewing
    John Lewis Broadband
    Date
    Ratings
    • Satisfaction
      2 stars
    • Customer Service
      1 star
    • Speed
      2 stars
    • Reliability
      3 stars
    Comments
    Horrid customer service. You are on hold for so long waiting for them to answer. Message says they are experiencing high call volumes. Well employ more call handlers.
    My advice? Just switch and bugger them
  • Reviewer
    Location
    Devon
    Reviewing
    John Lewis Broadband
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      3 stars
    • Reliability
      3 stars
    Comments
    Absolutely appalling customer service from a company that boasts of its reputation in dealing with customers. I suggest that they may wish to review there partnership with Plusnet or lose loyal customers. I will never again shop with John Lewis in any respects.A shame after 20 years. Reputations are quickly lost.
  • Reviewer
    Location
    BALA
    Reviewing
    John Lewis Broadband
    Date
    Ratings
    • Satisfaction
      2 stars
    • Customer Service
      3 stars
    • Reliability
      1 star
    Comments
    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,
  • Reviewer
    Location
    bala
    Reviewing
    John Lewis Broadband
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      3 stars
    Comments
    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,
  • Reviewer
    Location
    BALA
    Reviewing
    John Lewis Broadband
    Date
    Ratings
    • Satisfaction
      3 stars
    • Customer Service
      5 stars
    • Speed
      3 stars
    Comments
    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,
  • Reviewer
    Location
    York
    Reviewing
    John Lewis Broadband
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    ABSOLUTE SHAMBLES DO NOT SUBSCRIBE!!!!!
    Speed rubbish, connectivity intermittent at best, customer service diabolical. We have had issues since joining it finally resulted in John Lewis buying us a 3rd party router as 5 of theirs proved useless! Only answer you ever get when service goes down is an engineer who can only attend during working hours, no work around for those who work ?9 til 5. We have been without internet three days on this occasion, hung up on 5 times, 2 manager call backs failed, kept on hold for 35 mins only to be told nothing can be done! Stay away from this service!
  • Reviewer
    Location
    Ilford
    Reviewing
    John Lewis Broadband
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    I'm getting constant time outs. Speed check was giving upload 0.1mbps and download 3 mbps
    Been like this for three days
    Support line wait is about 15 mins
    Their lazy reason is that I get slow speed us because I use wi-fi
    WiFi can't make it this slow and unusable
  • Reviewer
    Location
    Ilford
    Reviewing
    John Lewis Broadband
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    The router is really really bad. I get a strong signal from my old router which is on the opposite side of the house than when i'm in the same room.

    When I spoke to customer services, the guy kept blaming it on radio waves and channels even though i explained that I'd tried multiple channels. Eventually he agreed the router was very basic and that I should buy my own router if I wanted better signal.

    His tone was very unsympathetic, and condescending. He tried to blame things outside of John Lewis' control which was very irritating as it wasn't true.

    Anyway, the router has died - didn't even last 4 months. But they will be sending me the same old rubbish router.

    No way will I be staying with JL
  • Reviewer
    Location
    Ilford
    Reviewing
    John Lewis Broadband
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    Terrible broadband, keeps disconnecting (like 6 times in the past 4 hours)

    Customer services is awful. Phone answered after waiting between 15 to 40 mins each time. I've called them about 7 times in past three days.

    Still being told I have to wait for another 72 hours before they will send out an engineer. So that will be about 6 days without useable broadband.

    But hey, they will apparently discount my bill for those 6 days!

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.