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
    2.4 stars
  • Reliability
    2.7 stars

Based on 387 customer ratings since 2019-10-24 (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.

695 Customer Reviews for John Lewis Broadband

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Reviewer Location Reviewing Date Ratings
Absolutely awful service, never use John Lewis for wifi. Lack of communication, do not update customers. Still without wifi even though we have paid for engineer and monthly rate. Engineers don’t turn up to appointments neither do they update you of their absence. Haven’t received complimentary voucher neither. Beyond disappointed they haven’t done anything remotely reasonable nor justifiable.
  • Satisfaction
    1 star
  • Customer Service
    1 star
Northants John Lewis Broadband  
Lousy broadband - very poor signal, appalling customer service. If I were John Lewis I would stop putting my name to this. Because I was out of contract when i asked to move house they said they'd charge me £65 or else I could choose to be locked in to another contract with them - heads they win, tails I lose. I don't want to be with a company that treats me like this. Please avoid at all costs if you value your sanity.
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    1 star
London John Lewis Broadband  
within days of signing up they informed me of a price increase. so for 10+ montha i have had to pay an extra £2 per month. under new rules i could have cancelled but i had already paid the connection fee of around £70. now my contract is nearly at an end and i have contacted via account query 3 times and not even an acknowledgement. would definitely not recommend....i am going direct to plusnet who at present dont increase charges during initial contact.
  • Satisfaction
    2 stars
  • Customer Service
    1 star
  • Speed
    3 stars
  • Reliability
    4 stars
dorset John Lewis Broadband  
Avoid!!! Total bunch of wastemen, seemingly unable to do a housemove,took nearly a month with no Internet, excuse after excuse,always blaming 'the system'
Ended up cancelling and going with another company and at a better price
  • Customer Service
    2 stars
  • Speed
    2 stars
Sussex John Lewis Broadband  
I placed an order for a connection and router one month ago. Money was immediately taken from my account and then... silence... Any questions asked in the online query system they recommend go ignored, the average hold time on the phone is 30+ (with potentially the worst hold music I have ever heard), customer service tends to just tell you its all going to be sorted and to wait 24 hours, and proceed to do nothing about the problem. I've now jumped ship and am trying another company with no sign of a refund happening any time soon.

Funnily enough when I phoned to cancel the agent on the other end was more than happy to, the entire call took no more than 2 minutes. He sounded like he wanted to die.
  • Satisfaction
    1 star
  • Customer Service
    1 star
Dundee John Lewis Broadband  
Not a good experience, never got service.
Did my order by phone as web method redirected me to a phone number when ordering the most basic (10Mb) service.
Lost all trace of my order, but had already taken the initial month's payment on a credit card. Then it took a month to get that refunded.
  • Satisfaction
    1 star
  • Customer Service
    1 star
Berkhamsted John Lewis Broadband  
I swapped to John Lewis broadband because I (mistakenly) believed it to be the same quality as everything else about John Lewis... how wrong can you be!
Had no issue with changeover (other than router arriving only the afternoon before changeover date, which had me fretting). Since then two major problems appeared:
1- speed has dropped, even though ping tests indicate about 35-37Mps. iPlayer sometimes hangs, which it didn't with the previous supplier (SSE).
2- they don't want to take the DD payment, even though there's plenty of money in the account. Each month I try paying on line - it doesn't work (can't access the payment area) so I have co call and pay by card.
The people on the phone are great, but the rest of it is utter rubbish.
Pity. John Lewis has such a great reputation as well.
  • Satisfaction
    1 star
  • Customer Service
    3 stars
  • Speed
    2 stars
  • Reliability
    2 stars
Ashford John Lewis Broadband  
I have ordered the broadband in June. 2 months later, with a response time of 2 weeks on average they still don't know when I could expect to receive it.
Thus far they have missed 4 of their "deadlines"
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    1 star
Leicester John Lewis Broadband  
SHOCKING. SHCOKING SHOCKING. AVOID AVOID AVOID. SIGNED UP FOR BROADBAND AND LANDLINE PACKAGE OVER 4 WEEKS AGO AND STILL NOT CONNECTED!!!!!
Everytime I phone (in queue for ages with depressing crackly music. then told it is all getting sorted. They make up some twoddle and tell you it is being sorted. Then Nothing. So I phone back to find out what is happening RE the lack of connection& landline. Same old story - am in phone queue, then get lied to, and nothing happens again. They are using Covid as an excuse, just like so many other companies are. Thought better of a JL service :( Am off to meditate now to reduce my stress and fed-up levels :) )
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    1 star
uk John Lewis Broadband  
I think it is diabolical that I have been waiting 3weeks from when I applied and still do not have the internet every 2dayss I phone and I’m told I have to wait 48hrs then 48hours later I’m told 48hrs then 48 hrs later the same,I totally broke down and had to have a crisis team to come out as you had totally broke me,I still have no internet! It’s terrible to treat people like this especially in isolation
  • Reliability
    1 star
  • Speed
    1 star
  • Customer Service
    1 star
  • Satisfaction
    1 star
Essex 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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