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 74 pages

  • Reviewer
    Location
    Chester
    Reviewing
    John Lewis Broadband
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    All i want to do is pay my bill but web site is constantly broken they dont take card payments over the phone and if im late with my payment they charge me !!!!!!
  • Reviewer
    Location
    Cornwall
    Reviewing
    John Lewis Broadband
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    Within a week of being connected with John Lewis Broadband, the connection started dropping out randomly. This is a particular problem as we are a household of NHS workers and rely on home broadband when working from home to try and reduce the risks of catching Covid from hospital workplaces. The intermittent internet dropout is interfering with our patient care.
    I rang John Lewis technical support the first day of the problem. I waited 25 minutes to get through and after a few minutes on the phone they cut me off. No attempt to call me back so I had to call again waiting 25 minutes again. The second call operative sounded disinterested and said their systems were down so he couldn't test my broadband connection so he would have to get someone to call me back. That was 8 days ago and I've had no contact from any John Lewis worker since. On a couple of occasions I've waited half an hour to get through but was still on hold so had to put down the phone as I couldn't wait any longer. When I first rang them they sent me emails saying I can respond through their website by leaving query messages. I've left a query message every day since, and they've not responded to any of them. Their website says they respond to messages within 24 hours. This is a lie.
    Their website says that you can get through to them on 08000223300 24 hours a day, 7 days a week. This is also a lie. I've tried to get through this evening and tried all 5 options on their automated menu system and they all say they're closed. You cannot get to speak to anyone.
    On their website it says you can use their online 'contact us' to submit a complaint. This is also a lie. Trying to log in on that website comes up with an error message saying "This page isn't working because portal.johnlewisbroadband.com redirected you too many times". I've tried on two tablets, my wife's phone and my phone, all of which come up with the same error message. Now the online query system has also stopped working so I can't send them any more messages.
    So after two weeks of being treated like dirt by this company, who are making themselves as hard as possible to contact, I would say avoid John Lewis Broadband like the plague. I wish I had never switched to them.
  • Reviewer
    Location
    Eastleigh
    Reviewing
    John Lewis Broadband
    Date
    Ratings
    • Reliability
      2 stars
    Comments
    I would suggest avoiding. I had issues from Oct when the ADSL disconnected. 2 engineers from BT and did some work. Eventually found that the UPTO 1MS upload speed had been configured BY JL to 440K. Wonder if this is supporting their move to Fibre? I had spotted the IP Profile in BTwholesale was set to 440 and told them about 2 months ago. They altered me to 850K. So they still are throttling me at 850K - wont ever get UPTO 1MB updoad.
    www.broadbandchecker.btwholesale.com is very useful do the advanced check tells you your IP Profile. I wonder how many people told they will get UPTO 1MB actually are being throttled to very much less than that.
  • Reviewer
    Location
    West Yorkshire
    Reviewing
    John Lewis Broadband
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      2 stars
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    Where do I start. In early Nov 2020 I decided to switch to John Lewis broadband. I chose to keep my current number. I got a few automated emails saying that it was getting ready etc.

    I then got an email saying there had been an issue sending my router out (which I had just recieved in the post!). Didnt think much of it.

    I got a switch date of 16th Nov from my old broadband provider, that sounded good to me.

    The 16th came and went. my old broadband was still working so I just thought id wait it out assuming they were busy.

    I opened an online support ticket, but got completely ignored.

    Then on 10th Dec, my phone number suddenly changed and my broadband went off. So I called John Lewis who were apologetic and said it had now moved over to them so they would activate my broadband.

    Nothing happened, nothing worked! New router all set up, but no internet.

    I tried calling support, on the phone over an hour waiting for somebody to answer. Nothing!

    I started their online trouble shooter, which eventually said they would look in to it but if I needed an engineer, it could cost me etc.

    Nothing happened, online ticket still being ignored even after I added a couple more comments to it.

    Finally on 22nd Dec I called up and got through. Told them I`d had enough and just to cancel it. The woman on the phone wasnt too bothered, finally got it all cancelled and I`m hopefully rid of this horrible service. (or non service)
  • Reviewer
    Location
    Andover
    Reviewing
    John Lewis Broadband
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    It's a very frustrating situation, my list of problems seem to be growing (rather than being resolved) and the implication is that perhaps they hope most of their disgruntled customers will give up.

    As at 15/12/20 I still haven't had my money back despite a promise it would be "immediately" refunded.

    John Lewis Broadband is actually PLUSNET. I have found it to be a terrible service.

    The PLUSNET (aka JL Broadband) team seem paralysed by internal chaos, slow management reaction times, denial and an overwhealming lack of service ethos.

    Customer services are almost impossible to contact, they assume you are the problem and deny that "you" the customer could have struggled trying to contact them.

    I cannot comment on their broadband speeds or router performance because after switching to them, then waiting over a month getting nowhere, I was eventually forced cancelled the service.

    When I finally got through and raised my issues by phone. The service rep only wrote that I wanted to cancel the service but did not make any note of 'why' or record my complaint.

    I then wrote back with several issues spelt out in a simple numerical list of points. Amazingly the next service representative wrote back, starting with an illiterate paragraph that made absolutely no sense, then they asked me to write explaining what the issues were - clearly not having read my bullet point complaint letter.

    I received a further letter saying my case is being looked at. It implied it was impossible not to be able to reach customer services... Problems were due to Covid.... I should have continued waiting/I should have been in touch earlier... i.e. I should understand their problems...!

    So in summary, please don't waste your time on JL Broadband or PLUSNET. Read the other complaints, we're all fundamentally saying the same thing; If they don't record the complaints then the stats don't reflect the problems.

    NB. John Lewis Partnership please disassociate yourself from PLUSNET. They are wrecking your reputation.
  • Reviewer
    Location
    Hastings
    Reviewing
    John Lewis Broadband
    Date
    Ratings
    • Satisfaction
      4 stars
    • Customer Service
      4 stars
    • Speed
      5 stars
    • Reliability
      5 stars
    Comments
    I do like john lewis broadband I have the fiber broadband package , i have seen so much negative reviews its not funny,
    So I decided to leave a modest review
    First of all when my package started with john lewis broadband the contacted me via text kept me informed when my server has gone live, payed my bills no problem , the connection is ultra reliable and a good speed for gaming , minimal jitter and lag,

    However just today Billing information had got muddled, When they direct debit your account it doesnt say John Lewis Broaband it says john-(whatever)
    Which made me worry , But they have a good team and resolving the issue within 48 hours , So far at the moment I am very happy with John lewis broadband, they just need to fix there billing system so when direct debited it does say JOHN LEWIS BROADBAND (accno) and then would be no problem
  • Reviewer
    Location
    Cornwall
    Reviewing
    John Lewis Broadband
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      2 stars
    • Reliability
      2 stars
    Comments
    Avoid. Complete and utter expensive waste of time.. 3 months since asking for change to service, Lots of excuses no action. 40 Minute hold today in order to get through a cancellation. For what was promised a ten day changeover means we have been running with our existing supplier for an extra 3 months.
  • Reviewer
    Location
    Chester
    Reviewing
    John Lewis Broadband
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    This is the first Tim that I have completed a review and especially a negative one at that, however, I feel strongly that I should share my experience so others can be aware of the awful company that is John Lewis.

    Firstly I joined John Lewis as I needed a faster broadband for all the zoom calls that I needed to make and believed all the hype on their website, however, as soon as I was activated the connection was awful and continually dropping out, I couldn't even download a movie on Sky TV. I contacted on a number of occasions and was continuously told many days after my complaint that my line speed was fine. But it wasn't!!!!

    The there was the issue of my introduction offer, which I never received and following many many attempts to contact to chase up, just gave up in the end :-(

    Then as a last ditch, failing to resolve my line speed or even get an acknowledgement of my issue I cancelled my contact (and got charged £111 for the privilege of having very poor to no service) and moved to BT internet.

    Since moving it has been trouble free and super fast speed.

    My advise is to avoid John Lewis.

    A very unhappy customer
  • Reviewer
    Location
    Broseley
    Reviewing
    John Lewis Broadband
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    Paid for DSL broadband was supposed to have been activated yesterday, but is still switched off. No explanation given for the delay. Contacted support, and waited for over 30 minutes, before giving up. Their online email support form appears to have been disabled, so you can't even contact them this way.

    The sales people are the only ones who answer their phones, and the one I spoke to ACTUALLY ADMITTED they deliberately disabled their email support. AVOID AVOID AVOID.
  • Reviewer
    Location
    edinburgh
    Reviewing
    John Lewis Broadband
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    This is not a john lewis product ... its plusnet/BT and the customer service that goes with it... my advice is to stay far away

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.