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

Based on 369 customer ratings since 2018-12-05 (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.

594 Customer Reviews for John Lewis Broadband

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Reviewer Location Reviewing Date Ratings
Any company that increases its prices mid contract - whilst offering new customers a lower price is not worthy of my business. Very very disappointed that mediocre re branded plusnet is not what I expect from JL. If you phone they will cancel tithe contract and you are free to leave instead of paying the increase (whilst still in contract )
  • Satisfaction
    1 star
  • Customer Service
    5 stars
  • Speed
    1 star
  • Reliability
    2 stars
North England John Lewis Broadband  
put the price up mid contract yet offer the original price for new customers. I missed no payments, didn’t have any late payments ... Makes no sense to me at all, ergo gone to another provider. What happened to the John Lewis trusted name????
  • Satisfaction
    3 stars
  • Customer Service
    2 stars
  • Speed
    2 stars
  • Reliability
    3 stars
Lincolnshire John Lewis Broadband  
I have only been with JL a few months and moved over from Sky. I'd had Sky for 15 or so years and overall pretty good. My life has taken a turn for the worse ever since changing to this rabble. They have had several outages in the 2 months I have been with them and are gormless and clueless on the phone (but at least its a UK callcentre). They provide a router which is utter rubbish and most features it offers dont work and JL support wont help as they "dont support the router". Mine is resetting itself sometimes every 2 hours and everything disconnects when it does this. I was promised a new router weeks ago which hasnt been sent. Now they have the audacity to increase their prices and reword their "fair usage policy" which I cant escape from as Im tied into a 12 month contract and I'm only 2 months into it. Speed is excellent but that is down to the box in the street being right outside my house.
I lay the blame flatly on the router being utter and complete rubbish. I expect with a good router most of my daily problems will go away. I have been on to support and chanegd channels etc but to no avail. I work from home and this is adding an excessive stress to my already stressful job.
  • Satisfaction
    2 stars
  • Customer Service
    2 stars
  • Speed
    5 stars
  • Reliability
    1 star
Woodbridge John Lewis Broadband  
Had I read these reviews before signing up to a John Lewis broadband and phone deal I would never have considered switching. My phone and broadband switch didn’t happen on the date quoted when I signed up - but did happen a few days later without a problem. I discovered - when I received an e-mail from relative concerned that they’d been leaving messages for me on a strange phone message system - that my switch had automatically added the 1571 answer phone system to my phone line - removing the answer machine I have on my phone. When I checked 1571, I discovered several messages from various people who’d been trying to contact me. I’d specifically checked before purchasing the JL package that this was an option I had to add myself. When I contacted JL customer services to ask that this option be removed from my phone line immediately, I received a response from customer services almost 2 weeks later advising that the 1571 service was automatically added to my phone line and could not be removed. When I quoted the relevant text about the 1571 service on the JL support pages - I had to add 1571 to my phone line if I wanted it - there was another 2 week delay in response from JL customer service, advising me that the 1571 service had now been removed from my phone line - but I needed to wait 24 hours for it to take effect. 48 hours later I still had the 1571 service. A further 10 days later, I was advised that BT open reach had to remove 1571 from the phone line and this had been requested. I finally do have the answer machine on my phone working again but am totally unimpressed with JL broadband and phone customer service and be finding another provider as soon as my contract expires.
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    4 stars
  • Reliability
    2 stars
Scottish Borders John Lewis Broadband  
moved from plusnet (not realising JL are plusnet!) because I fancied the free google home hub for the same fee I was already paying. various issues with the transfer, mainly down to the billing/account management rather than the connection itself. they managed to keep my number and switch the bb over with no real issues. they had given me the option for fibre extra, it turns out my line can't do that so I should never have been given the option. no problem, simply switch down to fibre... agreed 2 new contracts for fibre (which is the speed I've always received anyway) and they still show fibre extra on the account even though fibre is provisioned. not that it's a huge issue mind, since they haven't billed me other than the first payment, so 2 months free so far. they did manage to send me the google home hub too. i have been told that the account issues are down to a new billing system they put in last christmas, whether that's true I don't know. the bb and phone themselves are fine, pretty much the same as plusnet, which you would expect. hopefully at worst they will simply end up billing me for the fibre service they have actually delivered, at best, they may not get round to it at all. i never trust automated systems that are going wrong though, so keeping fingers crossed they don't start debt collection for a bill they didn't bother to collect themselves but always had the details to do so
  • Satisfaction
    3 stars
  • Customer Service
    3 stars
  • Speed
    4 stars
  • Reliability
    4 stars
Yorkshire John Lewis Broadband  
Telephoned JL to extend my 12 m contract which was expiring. Turns out that last year when I had been advised that the account had been transferred into my name, this had not been done. This has caused immense problems. Tried to open a new account, PLus net who run JL managed to omit vital information, got my address wrong, contacted a neighbour who has committed criminal offences, got my name wrong and their attitude after having made all these issues was poor. After making all these errors they have threatened debt collectors on the old account which is not in my name. I will be closing my JL partnershipcard account and never using JL insurance again!!
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    1 star
Lincoln John Lewis Broadband  
Thankfully I’m able to leave John Lewis Broadband after only a couple of months, because they increased pricing.

The amount of dropouts of service is unbelievable. It happens at least 10x a night (and that’s no exaggeration) and as I write for a website, I’m usually connected to wordpress and gmail between 7 and 10pm every night. I have Spotify going in the background, so hardly heavy usage, but those three things suffer because of the regular down times.

They use Plusnet as their provider, who I’ve used twice in the past and never had a problem with them, so it’s a bit confusing why John Lewis broadband is so glitchy and bad.

It was a simple cancellation process over the phone, the guy did ask if I’d be interested in upgrading to their fibre option to ‘avoid dropouts’ which, according to him ‘don’t happen much on standard broadband’ but I simply can’t trust them.

Is the price cheap? Yes.
Is the service good? No.
Would I recommend John Lewis to a friend? The shop I would…but wouldn’t only not recommend their broadband, I’d tell them to stay well clear.
  • Satisfaction
    1 star
  • Customer Service
    2 stars
  • Speed
    2 stars
  • Reliability
    1 star
Halifax John Lewis Broadband  
Been with JL nearly a year now and on the whole only had a couple of downtime's but i had that with BT and Sky anyway. Speeds as good as i have had with anyone, speed test around 28 - 31 mb download which is slightly better than i got with BT and Sky. I cannot get a better speed as to far from exchange so only other choice is Virgin but there reviews are even worse so think ill stay put. Overall have been happy with JL.
  • Satisfaction
    5 stars
  • Customer Service
    4 stars
  • Speed
    5 stars
  • Reliability
    5 stars
Wolverhampton John Lewis Broadband  
Why oh why has John Lewis used the terrible Plusnet to deliver their Broadband? I have just left Plusnet and now realise that JL use them. I get an email today increasing my monthly by 15% after JL PROMISED to keep my £20 a month the same for 12 months! Plusnet are underhand and a disgrace, they treat customers like dirt - JL break away from Plusnet as they will drag your name down into the mud!!!!
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    3 stars
  • Reliability
    3 stars
Hampshire John Lewis Broadband  
Broadband speed was low, but with John Lewis it's barely existent, when it works at all!

Phoned to complain and they said that it was fixed, it got slightly better, but now worse than ever.

I just don't have hours to sit on hold complaining
  • Satisfaction
    1 star
  • Customer Service
    2 stars
  • Speed
    1 star
  • Reliability
    1 star
Poyntzpass 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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