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
    2.2 stars
  • Customer Service
    2.5 stars
  • Speed
    2 stars
  • Reliability
    2.3 stars

Based on 100 customer ratings since 2021-09-18 (Show all time ratings)

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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.

806 Customer Reviews over 21 pages

  • Reviewer
    Location
    Northants
    Reviewing
    John Lewis Broadband
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    Comments
    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.
  • Reviewer
    Location
    Manch
    Reviewing
    John Lewis Broadband
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    Going live tomorrow. Been on phone an hour so far to check up. Getting bad vibes about this.
  • Reviewer
    Location
    Moray
    Reviewing
    John Lewis Broadband
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    This has to be the worst company I have been with since TalkTalk. I have had no internet, e-mail or anything for nearly 2 weeks yet they say everything looks normal on their system. I cant cancel as I am 3 months into the contract. There must be some law that protects us customers who are getting fleeced and cannot get out of a contract that THEY are not fulfilling? A disgrace and I was suckered into it by the John Lewis brand. DO NOT TOUCH WITH AN EXTENDED BARGE_POLE!!!!
  • Reviewer
    Location
    Surrey
    Reviewing
    John Lewis Broadband
    Date
    Comments
    I decided to switch to John Lewis for precisely the same reason as several others here, John Lewis’s good reputation. I was not initially advised that’ll email was web based, I found this out when I couldnt get mail direct to my mobile after speaking to a guru at O2. This was bad enough but then my home internet connection was so spasmodic I didn’t know how long I could suffer this. In the end I switched provider. JohnLewis certainly got their own back on me, they completely destroyed all my current email and all my contacts. Nothing left and no way to recover hundreds of missing email addresses other than from memory and a few helpful friends. I am extremely annoyed to say the least, not sure who to contact to vent my anger.
  • Reviewer
    Location
    Hampshire
    Reviewing
    John Lewis Broadband
    Date
    Comments
    My overall satisfaction is zero. I have lost count of the number of calls I have made to them over the last few months - but nothing improves. Some days I get no emails at all and the next day everything arrives together. Enough is enough and I have got a new email address and am in the process of informing all my contacts of the change.
  • Reviewer
    Location
    Dorset
    Reviewing
    John Lewis Broadband
    Date
    Comments
    Cannot get on to server to clear, therefore email not working. AGAIN!
  • Reviewer
    Location
    New Malden
    Reviewing
    John Lewis Broadband
    Date
    Comments
    Absolutely terrible. No one answers the phone. Slow isn't the word. Would definitely not recommend.
  • Reviewer
    Location
    London
    Reviewing
    John Lewis Broadband
    Date
    Comments
    I've had no Internet connection for a week. There seems to be no sense of urgency from their technical team and they don't honour their 'will get back to you within 24 to 72 hours'- deadline which has now expired twice without them getting in touch with me. They just say that the problem is with BT and they will let me know when there's any news. But as there's no news, they don't get in touch. I need the Internet for my work so this is a total disaster.
  • Reviewer
    Location
    London
    Reviewing
    John Lewis Broadband
    Date
    Comments
    I would absolutely not recommend John Lewis broadband. Avoid like the plague. I spent 1 hour and 45 mins waiting to speak to their tech team the other day. And not surprisingly they failed to connect me within the 14 day period during which I can cancel my contract. So now they say I can't. They failed to call me back when they promised to. They took money from my account 14 days before my service was connected. Shockingly bad.
  • 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
    Reviewing
    John Lewis Broadband
    Date
    Comments
    Ordered my service and they keep cancelling my order can't get them on the phone and they keep saying I have to call them I've tried time and time again and just on hold hearing static noise not music it's painful I've emailed them over and over saying I can't call them and be waiting 45mins to be told they are now closed, they say they are open mon to fri till 9pm but close at 6pm when you call so they lie!! Wish I had seen reviews first I wouldn't have bothered with the weeks of stress and hassle!! I've said I want a refund and don't want the service that I've paid for and not received!

    Appalling service and no customer service at all!!
  • Reviewer
    Location
    south devon
    Reviewing
    John Lewis Broadband
    Date
    Comments
    terrible - poor speed, noisy line an dreadful customer service. bills very unclear
  • Reviewer
    Location
    Warwickshire
    Reviewing
    John Lewis Broadband
    Date
    Comments
    12 months into my contract and my broadband has been down more than it has been up. Two routers have broken, support from John Lewis (i.e. Plusnet) is non-existent with queries not responded to....really I have never experienced such poor service in my life. Avoid like the plague. My advice to John Lewis...Plusnet is ruining your reputation - find a new supplier urgently.
  • Reviewer
    Location
    London
    Reviewing
    John Lewis Broadband
    Date
    Comments
    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.
  • Reviewer
    Location
    Penicuik
    Reviewing
    John Lewis Broadband
    Date
    Comments
    If you 're looking for a pricey, slow and totally unreliable service where the JL managers refuse point blank to even discuss the absence of a broadband connection with you but still take the money then JL broadband is for you. If not don't touch it with a barge pole.
  • Reviewer
    Location
    Bristol
    Reviewing
    John Lewis Broadband
    Date
    Comments
    Terrible. Takes over half an hour to get through to customer services, that is if you ever get through. Broadband speeds are terrible, and to top it off they increase their prices mid contract. They make talk talk look good!
  • Reviewer
    Location
    Northumberland
    Reviewing
    John Lewis Broadband
    Date
    Comments
    I have recently moved to JL broadband purely because of cost. I was with BT & had a good trouble free interent but they were getting so greedy - they just kept increasing & increasing the price & it was becoming ridiculous.
    However, I now greatly regret moving to JL as it is problematic on a daily basis - constant buffering, constant delaying (you try to type a word in the search bar & there is a 'long' delay after each letter - it's enough to drive you insane!), I also constantly getting messages stating the page I'm on is 'not responding due to a long running script.'
    I find it odd that I can have BT internet one day with no problems, then I change to JL & immediately have these problems on a daily basis. Surely that can't be down to my computer or my line. It has to be to do with the internet provider.
    I wish I had NEVER moved to JL broadband. It's abysmal. I'm only about 2 months into the 12 month contract & would not be able to afford to buy myself out.
    It's time there was legislation brought in to completely ban internet contracts. Why should people have to have contracts on this stuff. I don't have a contract for 12 months to buy my potatoes at one supermarket only, so why should the internet be this way. As consumers we really do need to stand up against this whole contract thing.
    Anyway, JOHN LEWIS BROADBAND IS ABSOLUTELY TERRIBLE!
  • Reviewer
    Location
    London
    Reviewing
    John Lewis Broadband
    Date
    Comments
    I have requested John Lewis broadband, they have connected me apparently but I have not received my router! I have called last Thursday to inquire where the router was and I was told they will send it first class so I would receive it on the next working day. That day was Friday but nothing. So I keep asking myself why on earth someone will connect your broadband and therefore disconnect from the previous company before having send the router. I watch TV via Wi-Fi so basically last week I had not Wi-Fi, no TV, no broadband connection. That was last week and this week looks like the something, I think I will call SKY I still have their router so I am sure I will be connected again in no time and sayonara JLewis .
  • Reviewer
    Location
    Herefordshire
    Reviewing
    John Lewis Broadband
    Date
    Comments
    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.
  • 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!!!!!!
  • Reviewer
    Location
    Chester
    Reviewing
    John Lewis Broadband
    Date
    Comments
    Worst company ever paid £25 sign up fee have now waited another 2 months no money taken from my account.just keep getting told they have problems setting up account.can you believe that.was told it doesn't matter reporting it to any one else as they will get the same response.
  • Reviewer
    Location
    Isle of skye
    Reviewing
    John Lewis Broadband
    Date
    Comments
    Zero stars. Horrible experience. they charge the first month, 22.50, my contract is with one laptop of gift. 5 months after, no services, no laptop, no router and they charge 26.50. I send one letter for break my contract. 3 weeks after, still not solution. DONT CONTRACT WITH THEM¡¡¡¡¡¡¡¡
  • Reviewer
    Location
    Builth Wells
    Reviewing
    John Lewis Broadband
    Date
    Comments
    So disappointed, customer support seem to be trying, 9 queries logged now, no action taken, their website is not fit for purpose, only shows grey page when looking for itemised landline calls, they have to send me hard copy of same before I'm prepared to pay them, cancelled my 12 month contract with them(what a performance!),so disappointed.
  • Reviewer
    Location
    London
    Reviewing
    John Lewis Broadband
    Date
    Comments
    Unbelievable - no customer service whatsoever. Made arrangements to change from my existing provider as this appeared cheaper.
    So easy to sign up to a contract. I was told an engineer needed to come to my house to re-install my old BT landline. Arrangements made and paid by me upfront. Within 12 hours had message to say there was a problem, and I needed to phone them. spent ages on phone listening to horrible musik. Could not get through. Went to new customers instead and through immediately. They said it was their computer problem and they did contract again and told me they would let me know when engineer would come to my house. Then got message Quote 'engineer will come to your property on .....'. So back to trying ring them again. Went back to option 1, 'New Contracts' Very officious, rude women told me she would transfer me to option 4 and back again to musik....
    Then I did option 5 to cancel. Pleasant gentleman said no need for engineer to come to your house, so I asked what the hell I had paid £49.99 for? No answer to that. So I cancelled. In the three days since I made the original enquiry about changing, I have sat on the phone for about two hours for nothing. Cannot believe how dire this has been. So glad I have stopped it in time.
  • Reviewer
    Location
    East Sussex
    Reviewing
    John Lewis Broadband
    Date
    Comments
    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.
  • 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
    Bath
    Reviewing
    John Lewis Broadband
    Date
    Comments
    Terrible service!After waiting for two weeks for getting the service, they just easily told me to wait for another two weeks! I waited for another two weeks and again, nothing came! and again they said that you have to wait for another two weeks! So I have just cancelled it and now I think I have to wait for a year to get my money back! So, I put zero star as they are really unsustainable!
  • Reviewer
    Location
    Derby
    Reviewing
    John Lewis Broadband
    Date
    Comments
    Total and absolute rubbish. Nearly a month in and still no broadband. Come back Talktalk all is forgiven. No one cares when you phone up, all they are interested in is fobbing you off for another week.
  • Reviewer
    Location
    South Molton
    Reviewing
    John Lewis Broadband
    Date
    Comments
    DON'T DO IT. One of the things they don't make clear is that your contract is actually with Plusnet NOT John Lewis. It took nearly 3 months for the 'simple installation' to be completed. After a lot of back & forth they gave me a reduction of £2 a month for the first year, which I grudgingly accepted. About a month later I get notification that my bill is going up by £2? Despite John Lewis promising to respond within 24 hours to any contact made through their online portal I have now waited a week since reporting that my phone & broadband are not working and still no contact, no phone & broadband that cant load a full webpage in 10 minutes.
  • Reviewer
    Location
    Wimborne
    Reviewing
    John Lewis Broadband
    Date
    Comments
    Very disappointing level of response following a local problem which has left us without internet access for 9 days now, and still no information as to when service will be resumed.
  • Reviewer
    Location
    Berkshire
    Reviewing
    John Lewis Broadband
    Date
    Comments
    I cannot put any stars as I do not feel that customer service actually cares about their service they provide. Existing broadband ceases on Monday and to dateJohn Lewis broadband not working. They did not activate the broadband on Tuesday and only did this when I rang them up on the 5th. They have kindly offered me £2.80 for my loss of downtime and then I was asked how much compensation I wanted!!! Totally regret moving to John Lewis Broadband.
  • Reviewer
    Location
    Durham
    Reviewing
    John Lewis Broadband
    Date
    Comments
    Don't do It! I've had it for over a month and it's dropped constantly. It went off last Saturday and has been off since. I had one day of it working which was Christmas day. The engineer that was due on Xmas eve 8-1pm never turned up. I rang at 12.45 on the day and was told oh he's not coming then. I rang again today as still no intrtent to be told open reach attended but couldn't access the property absolute rubbish nobody turned up I was up from.5am waiting and nobody even came in the street from open reach. In other words he decided it's Xmas eve and was going home early. A heads up would have been nice as I cancelled my midwife appointment. Also the fact that they will then bill me 50 pound because the moron decided not to turn up. Still sat with no internet and got a bill that was 10 pound higher this month. No mention of credit on the account for all of the days without internet and now waiting to see if another engineer comes on the 28th 8-1pm. Let's hope it's not the same one who decided he wasn't turning up last time.
  • Reviewer
    Location
    Bucks
    Reviewing
    John Lewis Broadband
    Date
    Comments
    dreadful service. Internet connection repeatedly lost. Support useless. Cancelled service
  • Reviewer
    Location
    Reviewing
    John Lewis Broadband
    Date
    Comments
    We have been waiting since 21 October to be connected and still waiting. Every time we phone customer service they have some silly excuse and tell us the same rubbish over and over again. We are in our 70's and can not get out to go shopping so we rely on the internet for our food deliveries. We will now definitely cancel our contract with them and tell all our friends and family never, ever sign up with John Lewis broadband.
  • Reviewer
    Location
    Surrey
    Reviewing
    John Lewis Broadband
    Date
    Comments
    Previous bad reviews are exactly the same as we have suffered. We changed to John Lewis on 30 May. As I write on 30 June we have not even been connected! We have rung daily and numerous staff we have spoken to have lied, lied and lied with any BS they can think of. We wrote to the CEO of John Lewis Broadband signed for post 3 weeks ago and he has not responded. Clearly a "couldn't give a toss attitude from the top down! We have cancelled our DD. Bet it doesn't take them 3 weeks to realise that! Intend taking this to Watchdog and hope everyone else with complaints does the same. We all need to report these sanctimonious so called customer service people who are sneering at us and blame Openreach. John Lewis Partnership claim they have nothing to do with John Lewis Broadband!?Really! As most gave said they've gone with John Lewis Broadband because of the good John Lewis name! We have all been fooled!
  • Reviewer
    Location
    London
    Reviewing
    John Lewis Broadband
    Date
    Comments
    Had extremely slow broadband from John Lewis Broadband for over a year, I have now switched supplier...happy with new speeds, but John Lewis Broadband still is sending me bills for a service they no longer provide. They really need to improve in all areas of their business.
  • Reviewer
    Location
    Coventry
    Reviewing
    John Lewis Broadband
    Date
    Comments
    Don't bother, 12 months at discount price was fine, when it was hiked I switched, phoned up before and told don't worry, we know, I don't have to do anything, they took a months fee from my bank the day my new provider started, phoned, don't worry they said, it will be refunded, they said, a few weeks later rang back, apologises, will raise a ticket and get it back dated and you will be refunded, a month later get a mail saying they are taking next months payment, then get a mail saying sorry your ticket was never auctioned, phone this number, I did, they hung up, don't touch them with a barge poll, reporting to ombudsman
  • Reviewer
    Location
    Buckinghamshire
    Reviewing
    John Lewis Broadband
    Date
    Comments
    Well what can I say, we have had nothing but trouble with the Internet since we joined John Lewis in January this year, it has never worked right but John Lewis never put down that there was any fault till April I have never rang someone so many times, we stream everything so really rely on the Internet working, John Lewis has never once admitted its their fault and after having 3 engineers out who said there was nothing wrong with the phone or Internet line, we brought WiFi boosters that we really could not afford but told by one of the customer service people that we had to have them, well they made no difference, we were told we needed another router but that in fact made it worse, then we was told to use our old router from our old supplier fuel which I have to say we started to regret changing to John Lewis, we only changed because fuel bills when up and we were recommended John Lewis though a friend, we have never had all this trouble with anyone else, anyway still the Internet did not work, sometimes we were going hours without it but of course they still wanted paying, I paid for football passes on now TV but missed most of the matches, we were also told to change the WiFi channels which have never heard of before and would work alright for a while then would come up no Internet, myself and my partner are ill and don't leave the house much and family and friends don't live near by so we felt trapped when everything including the phone would keep going down, in the end I rang cisas who are meant to deal with complaints, they sent me a form to fill out which I did but was told I did not give them enough prove which was after sending them loads of emails to John Lewis and telling them about everything that happened, we still had no Internet, we was given 2 months free but every time the direct debit was due they still tried to take it out of the bank and we would get charged from the bank and cut off, so then would be told would get the next month free instead, in meantime we bounced off of our neighbors Internet that he kindly let us, so desperately we had to get in touch with the managing director of John Lewis as we wanted to get out of our contact early and get money back so we could get Internet that worked, well we got there in end and finally ended our contact with John Lewis Thursday and have decided to go with bt who our neighbor is with and has so far been a lot better
  • Reviewer
    Location
    Cardiff
    Reviewing
    John Lewis Broadband
    Date
    Comments
    This is the worst internet provider I have ever been with constant dropping very slow poor broadband I never signed up to this discussting service
  • Reviewer
    Location
    Alfreton
    Reviewing
    John Lewis Broadband
    Date
    Comments
    Do not choose John Lewis broadband thinking that the name suggests quality as you exoect with it stores. Two separate things!!
    I thought, a name you can rely on, must be good, how wrong was I.
    Fibre... 3.5 download MAXIMUM. Installed a week later than I was expecting, then after installation discovered hadn't been setup correctly their end. Had a friend over who deals with such things thru work, she was on the phone to an engineer for 30 minutes trying to sort for me!
    Reply to my complaint, patronising and sarcastic veiled very thinly. Discovered it in my junk box which in all fairness is where it belonged.
    Very often no internet at all as proved by my NOW TV box in the middle of programmes advising me to check my connection.
    I left it too late to cancel the contract but won't be making that mistake ever again. I'm now nearing the end of my year and I can't wait to leave. You have been warned!

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.

John Lewis Broadband are not affiliated with Broadband.co.uk. This page does not constitute any affiliation between Broadband.co.uk and John Lewis Broadband.