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
    2.6 stars

Based on 468 customer ratings since 2018-05-22 (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.

547 Customer Reviews for John Lewis Broadband

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Reviewer Location Reviewing Date Ratings
Absolutely awful. Since November I've had to call them a couple of times a month, now evey week almost. The internet goes down daily. We've had a router change and two engineer visits, no communication on the problem other than 'It's fixed'when it clearly isn't. The worst service and product. Highly frustrating especially when I work from home once a week. The tech centre know as much about it as I do (very little). Wer3 changing providers asap
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    1 star
Macclesfield John Lewis Broadband  
Avoid John Lewis for Internet! My internet keeps cutting off. I can't watch Netflix, Amazon, BBC iplayer on my smart TV for longer than 30mins and then I have wait to for an hour or two hours before it works again and then it cuts off again. I don't get wifi on the 1st floor of my house. Only on the ground floor. I'm so disappointed with JL. The only good thing is that JL tries to help, they do the the line testing over the phone. They have sent me two new routers but they BOTH don't work! Maybe its Plusnet that its rubbish. I've been paying £35.00 monthly for a rubbish service. I also doubt that the technical department's knowledge. I don't think they know what they are doing. Over price for what they are offering.
  • Satisfaction
    1 star
  • Customer Service
    3 stars
  • Speed
    1 star
  • Reliability
    1 star
Surrey John Lewis Broadband  
Dreadful, would not work until engineer came out. Kept saying nothing wrong promised to refund for period I could not use still haven't. Would not let me cancel even though they still had no provided broadband because I was out of the 14days. Internet does not work most of the time when it does so slow I cannot watch videos or listen to music. Support non existent, can't wait to be out of contract and then I'm off.
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    1 star
bridlington John Lewis Broadband  
Broadband was okay sometimes slow at odd times during the day. The worst part of my experience with John Lewis broadband was the set up and termination. The setup took over a month!! They would book someone in to set up the broadband and then this would be cancelled a few days later and prosponed to the following week. This happened twice! It was so inconvenient as they gave very little notice to the cancellation (I booked days off work as I had to be home for the setup. When they cancelled I lost out on holiday!!!! Very frustrating) The broadband was okay once up and running but sometimes it could be slow during random times of the day/ evening for no reason. The worst experience I had with them was when I tried to terminate my contract. I had left the country and was not able to make phone calls so I sent a message through the portal. The response I received was unhelpful to say the least... I don’t even think they had read the message I had sent! When I call up instead however, they were rude and uncooperative. I was expecting to be charged as I was leaving early but the service I received was some of the worst customer service I have ever experienced. I will never choose this provider again!!!!
  • Satisfaction
    2 stars
  • Customer Service
    1 star
  • Speed
    4 stars
  • Reliability
    3 stars
Nottingham John Lewis Broadband  
What a waste of time this is, terrible connection that drops as and when it wishes, unstable internet when its 'working' no facility for changing direct debit date, tell you to pay manually by card but then completely cut access to your online account as soon as the day arrives! absolutely shocking service... AVOID!!!
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    1 star
Stockport John Lewis Broadband  
Not at all the service expected from the reputation of John Lewis. I have cancelled set up of contract as they were unable to provide a service, unable to respond to communication within 24hours as stated and responses when finally received were inadequate. John Lewis currently promoting deals they can not cope with. Avoid!
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    1 star
norfolk John Lewis Broadband  
We have been with John Lewis for 12 months without a problem. Leaving them for another supplier is a different matter. We received an email saying that our account would be closed without any cancellation fees being payable. That we thought was that done. WRONG. We have numerous demands for payments and threats to restrict our services, which John Lewis do not even supply. At the moment we are trying to retrieve nearly 100 pounds,erroneously taken from our account since our cancellation. We have had no help from them at all,just plenty of promises but no results. It seems ludicrous that a branch of John Lewis should be in such chaos. Stay clear.
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    2 stars
  • Reliability
    2 stars
Sheffield John Lewis Broadband  
Truly, a terrible service. Support staff are pleasant, but have no answer to continual service failures, and download speeds constantly below 2.0 Lowest speed recorded 0.29 And this in Greater London. During previous failures, they had me co-operating in various on-site tests, without finding any fault. Now they want to do it again. I'm on the brink of simply cancelling my direct debit, in effect challenging them sue me in the county court. I'll be good and ready.
  • Satisfaction
    1 star
  • Customer Service
    3 stars
  • Speed
    1 star
  • Reliability
    1 star
Romford John Lewis Broadband  
Unreliable broadband with worse than poor customer service; treating a know-how customer like a stupid. Now to leave I have to pay a fee! Rot in HELL JohnLewis!
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    1 star
London John Lewis Broadband  
Called John Lewis to sign up for £20 a month broadband deal a couple of weeks ago. Heard nothing. Called back and they have no record of my call whatsoever, even when I give them the user name they insisted I set up. Thought I'd give them the benefit of the doubt, but when I try to sign up again the deal is no longer available and the monthly payments have gone up. Guess I'll stick with B.T., they may be expensive but at least the customer service has been good.
  • Satisfaction
    1 star
  • Customer Service
    1 star
South West John Lewis Broadband  
Applied online to change from BT early Dec for 4 jan switchover After initial sign up and payment, heard nothing. Been on phone and email most days of this week as no router sent. Their system poor and my order was causing tech problems in provisioning dept. Still no sign of switchover date and router arrived today. NOT happy and back to BT as no time to shop around for switch over and bothered by unreliable serviceonly providers. John Lewis systems that issue contracts, take payment and shut down accounts are working just fine.
  • Satisfaction
    1 star
  • Customer Service
    2 stars
bolton John Lewis Broadband  
I've been with John Lewis B/B for over 10 years. There service has seriously deteriorated. I am now without internet and email.I can no longer get into any of my accounts due to an Authentication problem they are having. Two new routers in ladt three weeks. Non of my passwords work. They have changed them twice without my permission. Not notified me of change so again I have no service at all. Open reach called out twice. They say it's being dealt by there fault team and will take sometime to resolve. Apparently many customers are affected including those with greenbee usernames. No one knows what they are doing support is disgraceful I am relieved that I am going over to a new supplier next week. Dont touch them
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    3 stars
  • Reliability
    1 star
Sudbury suffolk John Lewis Broadband  
Bizarre. Serious connectivity problems on first day of going over to them. Couldn't fulfil ALL the security questions to investigate the problem, so they refused to proceed!!! Couldn't cancel...because I can't answer ALL the security questions! Infuriating - and there's no email address to try and get round the system - John Lewis Broadband doesn't have an email address!!! Even John Lewis customer services couldn't contact them. Next stop, Ofcom. Truly, truly bizarre. But then, it is run by PlusNet, so that explains it.
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    1 star
Reading John Lewis Broadband  
Email: about to abandon long-cherished @waitrose for following reasons:-
Have to say there is a sickening sense of recognition, reading the reviews: email today, as Sunday: 'Service Unavailable'.
Leading up to this, loading email increasingly sensitive (if I move onto other window, it 'times out' out of pique!). Deleting one item at a time is incredibly time-consuming; worse, is accessing older pages - which I have painstakingly cleaned of any mails over 50kb - times out, dawdles, has to be refreshed.
The whole system is plainly overstretched and breaking.
  • Satisfaction
    3 stars
  • Customer Service
    5 stars
  • Speed
    3 stars
  • Reliability
    1 star
Bristol John Lewis Broadband  
I wish I had read the other negative comments before I signed with John Lewis Broadband as my experience echoes theirs. OK at first, and then when the connection started dropping-out, so did the customer service. All the things listed by other users I experienced: broken promises; engineers not turning up (at all); compensation promises renegaded on and so forth. I chose John Lewis because of their reputation, as a brand, for customer-service and I think that 'their' broad-band is likely to do them considerable reputational damage. Do not sign up to this service (especially at the 'premium' price which they charge - it is a disaster).
  • Speed
    3 stars
  • Reliability
    2 stars
North East John Lewis Broadband  
John Lewis' reputation must no longer be important to them - quite the most incompetent, ineffectual and dishonest broadband provider I have used so far. I can't rate the broadband speed because even after five engineer visits, it still hasn't been connected yet. Changing to John Lewis in reality means you will be without phone or broadband for an indefinite amount of time (but John Lewis are really sorry, and will get it sorted as soon as possible..........in a couple of weeks)
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    3 stars
  • Reliability
    1 star
Hampshire John Lewis Broadband  
Very disappointed with the pathetic speed and the extortionate price... Paid over £40 just for broadband and the speeds rarely got to 20mb... The worst ISP I have used to date and that's going something
  • Satisfaction
    2 stars
  • Customer Service
    4 stars
  • Speed
    1 star
  • Reliability
    2 stars
Telford John Lewis Broadband  
Well, it's now my 39th day without a broadband connection. On the many, many occasions when I've rung JL to find out what's going on, they've usually been helpful and friendly, but absolutely useless at actually getting the service back. Reading between the lines, the problem is that JL have no power - Openreach owns and administers the lines themselves, and if they can't be bothered to send an engineer, the line doesn't get fixed. There's a minimum ten-day wait time before Openreach will even consider a fault request, and twice so far no engineer has turned up. Yesterday, JL offered me £25 in compensation, but the last monthly bill (for a service which I didn't receive) was for £45.06. I work from home - or rather, I did, until I signed up with JL.
Herefordshire John Lewis Broadband  
I work from home - or rather, I did, until I signed up with John Lewis broadband. Now, I just spend my day on the phone to JL’s technical support line. It’s now my 42nd day without a broadband connection and there’s no sign of a resolution in sight. On the dozens of occasions when I've rung JL to find out what's going on - they never ring me, though once in a while I do get a completely irrelevant text - the customer service has been helpful and friendly, but absolutely useless at actually getting the service back. Reading between the lines, the problem is that JL have no power. BT Openreach owns and administers the lines, and if they can't be bothered to send an engineer, the line doesn't get fixed. There's a minimum ten-day wait time before Openreach will even consider a fault request, and twice so far no engineer has turned up. A couple of days ago JL offered me £25 in compensation, but the last monthly bill (for a service which I didn't receive) was for £45.06. It’s so bad it’s almost comical. Almost.
  • Customer Service
    2 stars
Herefordshire John Lewis Broadband  
Terrible arrogant customer service team.

30 min waiting time for calls.

2mb download speeds.

£170 cancellation charges.

Completely unacceptable company.

Avoid at all cost.
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    2 stars
London John Lewis Broadband  
broadband it low and often drops, for a rural area like this, it is passable,
customer service on the other hand is just not up to the job, JL snt me an email telling me there were problems with their system and they could not collect my direct debit on time, and they would inform me when they would collect it, they sent me an email saying it will be collected on or after the 13th, so they decided to collect it on the 12th, funds were placed in my bank on the 12th to cover the direct debit on the 13th, needless to say my once perfect record with my bank has now gone, I will be charged for their incompetence, and all they do is ignore my emails, on top of this they are saying now because I have not paid my account will be restricted, and would you believe their online payment through your account has been down for days, so even though I am trying to pay, I can't, needless to say I will be taking my custom elsewhere,
  • Satisfaction
    3 stars
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    1 star
bala John Lewis Broadband  
Signed up last week and have now cancelled as poor communication. Phone operatives are rude - when you can get through on phone! They just don't have the capacity to offer a good customer service. Do not think John Lewis aligning themselves with Plusnet was a great move - certainly do not have same values.
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    1 star
Suffolk John Lewis Broadband  
We left this company before the year was up as our Broadband was so slow. We were told we would not pay a termination fee as that was the reason we were leaving. They then sent a text and an email asking for money for the months left. Our new company agreed if we paid they would credit our account. Today I went to pay and was told my bill had been passed to a debt collection agency. I have never in my life been in debt or owed any money. Disgraceful...Beware of this dreadful company
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    1 star
Devon John Lewis Broadband  
Just don't even think about it. The service is dire, without doubt the worst broadband provider I have ever had - can't wait till the contract ends. I will be avoiding John Lewis/PlusNet/BT in future. What a silly way to trash the John Lewis brand.
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    1 star
Netley Abbey John Lewis Broadband  
The internet and phone were not switched on by the date stated. Contacted customer service who said it would be on by midnight, all the bt engineers go home at 6pm so I knew that was a load of rubbish. John Lewis are going to be in breach of contract. Be advised not to bother, Mickey Mouse could do better.
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    1 star
isle of Wight John Lewis Broadband  
dreadful service. Internet connection repeatedly lost. Support useless. Cancelled service
Bucks John Lewis Broadband  
I have just left John Lewis (June) and my main complaint of many I have, is with the cash. Whatever deal you strike with them, on every anniversary it is removed and you have to renegotiate it and get your refund. Having got the refund, twice now the refund was ignored and reinstated to my account. Now I've left I don't suppose I'll ever get back to my original deal and get my refunds. Watch this company they delight in adding bits of charges to your account and then you will waste a day on the 'phone to sort it out. It has got worse in the last year, I wonder why?
  • Satisfaction
    2 stars
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    2 stars
North West John Lewis Broadband  
I tried to download my first bill, no joy, I tried phoning but they cut you off.I sent an e-mail to question why 23rd November, no answer. I have cancelled my DD and gone back to BT for some decent service. I will pay my last bill when I get an explanation from them, but I will not pay any cancellation fees as I consider they have breached their contract for service.
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    1 star
cam gloucestershire John Lewis Broadband  
Oh dear !
What has happened to the excellent service John Lewis used to supply ?
Email website down, refusal to recognise me on the login page, 30 minute waiting time to answer a call, and no email address to send a complaint to !
Seems I am up the creek without a paddle...
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    3 stars
  • Reliability
    1 star
Wells John Lewis Broadband  
Simply dreadful on all fronts. Lower speed. No service. Terrible set up. Terrible customer service. A complete joke. Bt cost more but at least it worked.
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    1 star
Devon John Lewis Broadband  
Switched over from BT due to BT price hikes. On the switch over day was left without broadband, but on phoning the following morning it was quickly sorted out. Also unfortunately the router didn't arrive until the day after that. Once all connected its been fine, the supplied router connected at a higher speed than the old BT HomeHub4, now connected at a better speed than I have had for 6 years. If they'd made a better start I would have been entirely happy.
  • Satisfaction
    4 stars
  • Customer Service
    4 stars
  • Speed
    5 stars
  • Reliability
    5 stars
Sanquhar John Lewis Broadband  
I was told I would regret the decision to change to John Lewis and that is an understatement. Nightmare. Logs out constantly, unbelievably slow, impossible to complain. I could go on.
East Sussex John Lewis Broadband  
Didn't even get the internet in and we had so many problems with them by cancelling the order waited for it for 2weeks and the router didn't come on the date it was meant to do contacted they told us that it's on its way rang again and the order wasn't even placed we paid the fees to get it set us as well and all they could say was they have to place the order again and wait another two weeks waste of time wouldn't go for these providers they are nothing but time wasters
  • Satisfaction
    1 star
  • Customer Service
    2 stars
Darlington John Lewis Broadband  
JOHN LEWIS, PLEASE HELP
Please will a senior manager or Director in charge of John Lewis Customer Services read these reviews. The majority of us have similar experience which adds up to a chronically poor service, one that has had me in tears because of an aggressive person in the so-called support service. I cant think of anything to say that is good. At the moment I am without any of my emails and have been told that there is no-one to deal with my issue now as it's after 10 pm - whatever happened to 24/7 - and the backroom tech won't be in until Monday. I love my John Lewis because of the products and service but I am about to leave their broadband service and just hope that someone is listening.
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    1 star
Altrincham John Lewis Broadband  
Infact Its ZERO RATING. Horrible! Pathetic! Ordered yesterday and cancellenig today After 20 mins of horrible wait I got hold of an agent who took my details initially I called to change the engineer appointment and I was put on hold and then they disconnected the call . There was no call back .. No apology and I called again after 20 mins got to the same dept who transferred the call to another dept as I had made up my mind to cancel this pathetic service. Every time I say cancel my order , I get a mobile message on my mobile from JL saying your phone order is getting delayed and they disconnect my call. I am not a kind of person who writes reviews. But this Experience PLZ STAY AWAY UNTIL JLB grows out of its infancy.
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    1 star
Cambridge John Lewis Broadband  
I switched from BT to John Lewis broadband a year and half ago, due to the reputation of John Lewis.
John Lewis broadband use Plusnet as their carrier. I have had issues with the service ranging from dropped connections, low speeds (sub 2 MBPS) and bad customer service.
The hub that is provided is low power and I get no signal after 5 meters.
I tried calling the customer service team numerous times to resolve the issue, but they are absolutely useless.
I have signed up with another provider and I am hoping they cannot be as incompetent as John Lewis.
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    1 star
Hounslow John Lewis Broadband  
Switch over was easy and price was good, unfortunately broadband and WiFi is much slower and unreliable than BT, customer service told me it was a good speed?? Not happy product is not what they advertised after being a big John Lewis fan for years, really felt let down.
  • Satisfaction
    2 stars
  • Customer Service
    2 stars
  • Speed
    3 stars
  • Reliability
    1 star
Llanwrda John Lewis Broadband  
Like others on here I thought joining John Lewis broadband would ensure a good experience. Signed up and paid for first month Then got letter from BT telling me they’d relinquish the line at an entirely different date to what I’d agreed with John Lewis broadband. Then the games began. Queries went unanswered. Complaints get ignored. Because I haven’t actually been connected yet I can’t cancel but getting thru to anyone can help is impossible. Just been transferred to someone who can help and twenty minutes later still on hold. Don’t go there at all. The customer service is deplorable - I could swear the last person I spoke to was drunk , i do know the woman before that conversation couldn’t have cared a toss about the problem. Shocking. They’re worse than BT and that takes some doing!!
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    3 stars
  • Reliability
    3 stars
Pontefract John Lewis Broadband  
I wouldn’t recommend this service constant connection problems very unreliable connection when streaming videos. Customer service staff seem clueless! I was with BT before I joined in August 2017 which was good but more expensive. However I regret leaving and will not be renewing my contract I also can’t wait to leave.
  • Satisfaction
    2 stars
  • Customer Service
    2 stars
  • Speed
    2 stars
  • Reliability
    1 star
Bristol John Lewis Broadband  
I am very upset and regret changing to John Lewis. Like others - I wish I had seen these reviews before signing up.
I trusted the brand - and the fact that the service is operated by Plusnet was a deciding factor - as I was already a long term Plusnet customer - with a Plus net email address. I opened the JL account on the phone and asked the chap I was dealing with several times - can I keep my Plusnet email address - he assured me that would be possible and I had told him that was a major factor for me.
Well - they have lost my Plusnet email address and are trying to tell me it cannot be retrieved - I wish I had never changed! I have had their Broadband for 5 days only now - and this morning I had no Internet - the helpline tells me OpenReach have been called and will attend within 48 hours - meanwhile they have done something to tide me over and it is working at this moment - but I have no faith.
I cannot comment on speeds etc. yet as I have only been using it for a few days (the change went ahead on 27th December when I was away).
I have made a strong complaint to JLB about the loss of my email address - but no reply yet.
London 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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