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
    2.6 stars

Based on 514 customer ratings since 2018-03-21 (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.

537 Customer Reviews for John Lewis Broadband

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Reviewer Location Reviewing Date Ratings
Have been with Waitrose/John Lewis for many years, whenever you had a problem it was easy to get through on the freephone number and I never had to wait more than a couple of rings for someone to answer. Ever since Plusnet run the call centre it is a nightmare, give up waiting for someone to answer after 20 mins hanging on, online contact takes at least over 24hrs for someone to answer if your lucky and for this reason I would not recommend.
  • Satisfaction
    3 stars
  • Customer Service
    1 star
  • Speed
    3 stars
  • Reliability
    4 stars
Surrey John Lewis Broadband  
I have been with Greenbee/WaitroseI/ John Lewis 10 years or so. I have always had excellent help over the phone .I had never looked at the reviews before but will no longer try to persuade my husband to change from his BT to John Lewis I would never hear the end of it if he had those problems.
  • Satisfaction
    5 stars
  • Customer Service
    5 stars
  • Speed
    4 stars
  • Reliability
    4 stars
Kent John Lewis Broadband  
Recurring problems regularly for 2 years now. Very slow to none internet connection. Engineers been out said we should be receiving 1.8 but for last few months less than 0.3 at best having to drive 4 miles to a supermarket to check my emails not good what are we paying for? Ongoing problem that they seem unable to resolve. Not good for a company like this sorry
  • Satisfaction
    1 star
  • Customer Service
    3 stars
  • Speed
    1 star
  • Reliability
    1 star
Scottish borders John Lewis Broadband  
We have fibre broadband and the speed is excellent. Customer services is also excellent and free and are based in this country. Completely STRESS FREE. Everything was set up on the days quoted and I would recommend to anyone.
  • Satisfaction
    5 stars
  • Customer Service
    5 stars
  • Speed
    5 stars
  • Reliability
    5 stars
Ruislip MIDDLESEX John Lewis Broadband  
I would not have believed that any company could be this bad, let alone John Lewis. Dreadful customer service, incorrect bills every month, hours on hold having to listen to the worst loud on hold music on the planet. The whole thing is run by Plusnet and you are just paying twice as much for the John Lewis brand. But complain to John Lewis and they don't want to know - they just tell you to call the help line, which is actually plusnet. It's a complete con and an absolute disgrace. I have now left and gone over to the Phone Co-op who are great, but John Lewis are still demanding money I don't owe.
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    1 star
Yeovil John Lewis Broadband  
I signed up for this after reading a very positive Which review. How stupid. If I could give it 0 stars I would. It is quite the worse connection, drops out continually and is so weak - we have neighbours two whole houses down the road whose broadband has more bars than ours! And FORGET trying to speak to anyone at their customer service... you will be sitting on the end of the phone for hours. Rubbish! And we're tied in for another 11 months!!!
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    1 star
London John Lewis Broadband  
Took over a month to connect the service. The standard unlimited broadband service is always cutting out, too many drop outs. Sometimes the speed reduces to less than dial up speed. I have complained numerous times, the service has not been satisfactory ever since I joined them some 14 months ago. I have asked for a refund many times, alas my request falls on deaf ears.
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    2 stars
  • Reliability
    1 star
Essex John Lewis Broadband  
Order arbitrarily cancelled over one week after placing it. No communication made prior to this. On the phone for half an hour before I get through to someone who is able to explain the situation. The woman was rude, and denied responsibility for the fiasco blaming her automated system (John Lewis) and the transferring phone company (bt retail, apparently). At no point did she take the view that I was correct and there was a mistake at her end.

Having to call BT myself I have confirmed that there is indeed no active phoneline at the property and therefore it is definitely an administrative error with you guessed it.

On calling them back I was again dealt with rudely this time by a male operative who again sought to deny responsibility saying the fault was now with btopenreach. I had to explain to the second operative in as many days that my contract was with John Lewis and the third party arrangements they had, functional or otherwise, were nothing to do with me.

This operative offered to set up connection of a new line but was not prepared to expedite the process to keep to the original order date, despite wasting hours of my time due to their own screw ups.

I am utterly appalled by this fiasco and how I have been treated throughout it. The do not even have a stock I can short.
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    1 star
Newmarket John Lewis Broadband  
Order arbitrarily cancelled over one week after placing it. No communication made prior to this. On the phone for half an hour before I get through to someone who is able to explain the situation. The woman was rude, and denied responsibility for the fiasco blaming her automated system (John Lewis) and the transferring phone company (bt retail, apparently). At no point did she take the view that I was correct and there was a mistake at her end.

Having to call BT myself I have confirmed that there is indeed no active phoneline at the property and therefore it is definitely an administrative error with you guessed it.

On calling them back I was again dealt with rudely this time by a male operative who again sought to deny responsibility saying the fault was now with btopenreach. I had to explain to the second operative in as many days that my contract was with John Lewis and the third party arrangements they had, functional or otherwise, were nothing to do with me.

This operative offered to set up connection of a new line but was not prepared to expedite the process to keep to the original order date, despite wasting hours of my time due to their own screw ups.

I am utterly appalled by this fiasco and how I have been treated throughout it. The do not even have a stock I can short.
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    1 star
Newmarket John Lewis Broadband  
Been with John Lewis Broadband for 18 months after enduring years of problems and dropped connections with BT. John Lewis Broadband has been completely reliable with speeds always close to the promised estimate. Only a few minor niggles with the free antivirus program. Customer service generally very good. Simple pricing structure is a plus.
  • Satisfaction
    4 stars
  • Customer Service
    4 stars
  • Speed
    4 stars
  • Reliability
    4 stars
Torpoint John Lewis Broadband  
Agree with the poor reviews. Customer service is abysmal, never contact you before the 24 hours are up. I didn't know before I signed up that it was run by PlusNet (owned by BT) had bad experiences with them in the past and resorted to legal and obtained compensation.
  • Satisfaction
    2 stars
  • Customer Service
    1 star
  • Speed
    3 stars
  • Reliability
    1 star
Horley John Lewis Broadband  
Technically seems fine, but billing and customer services are chaotic. Strongly recommend avoiding them until they have these problems sorted.
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    4 stars
  • Reliability
    4 stars
Tenterden, Kent John Lewis Broadband  
We switched from Talktalk 5 months ago to save £10/month. We can no loger watch BBC iPlayer without it pausing frequently to load. Web pages load slowly. Even listening to internet radio such as via BBC iPlayer radio doesn't work properly. It keeps dropping out. It is supposed to be a minimum guaranteed speed of 3mbps yet I can't even stream radio reliably! Online speed test websites say I'm getting a decent speed but actual usage is terrible. This was never a problem with our previous provider TalkTalk.
The online help says I have to try a different router. Fantastic! I'll spend my evening configuring my old TalkTalk router and see if that works. Thannks a lot John Lewis broadband. We've paid you £120 so far for dial-up quality internet connection. Complete rip-off and wasted loads of time reloading pages, missing radio and tv programs and now messing around with router configuration like it's 2001.
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    2 stars
Stirling John Lewis Broadband  
Awful! Polite staff who don't know what they are doing. They assured me I would keep my own phone number, then when the change over happened advised me of my NEW number!!! They don't seem able to get my number back, different advice from three staff I have spoken to about it. One said he is on holiday soon but will see if he can get someone else to chase it!! My new router didn't work, after three phone calls I got nowhere and then fixed it myself by experimenting with the settings. The username and password were missing! Each time you phone technical help you are on hold for 45 mins each time being forced to listen to insanely bad music, although sales answer straight away!! PLEASE GO ANYWHERE ELSE BUT NOT JOHN LEWIS!!
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    5 stars
  • Reliability
    2 stars
Herne Bay John Lewis Broadband  
It would seem that most people have had problems, Although there have been problems it makes agreat deal of difference when the operators speak clear english and are very helpful. The speed is slightly lower than bt but it is consistant where bt used to drop considerably. All in all I am well satisfied
  • Satisfaction
    5 stars
  • Customer Service
    4 stars
  • Speed
    4 stars
  • Reliability
    5 stars
Burton-on-Trent John Lewis Broadband  
I was pretty happy with JL initially. It gave me what I need from a contract despite initial set up problems due to Openreach. I switched to VDSL and have had now 2 bad experiences with customer services. They are patronising and not helpful. I;ve been using my own router as their ADSL offering didn't have 5G. Person 1 thought I had a password problem when in fact I needed to input Plusnet VDSL as the provider, which no-one told me. They changed my password; when I tried to change it my internet would not connect. I one to TP link customer services and we went though a complete reboot. Still no connection, I finally got though to JL customer services today and the young man I talked to assumed it was my password while my router is saying contact your service provider. He wasn't listening but was trying to be reassuring. I didn't want reassurance, I wanted them to check my connection. Wake up boys this is the 21st century and women know about technology. Patronising to a fault and not helpful I ordered a JL router to save my temper and sanity.
  • Satisfaction
    4 stars
  • Customer Service
    3 stars
  • Speed
    4 stars
  • Reliability
    5 stars
London John Lewis Broadband  
A follow up to the review below. Over a month without Internet despite having moved and elderly relative. The worst time to lose your connection. Spent more time on phone. 40 mins last night. Great chap. Admitted they had made another error at the start of the order and said that I would be connected in 15 mins! Joy!!! Rubbish! Still not connected and red light still on, BT says lines and exchange all working fine. What the hell shall I do next? This is really the worst company I should have connected with.
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    4 stars
  • Reliability
    1 star
Surrey John Lewis Broadband  
Diabolical
Cancelled after a week. No idea of speeds or reliability as we never got connected to broadband. Received two routers still nothing. Surely John Lewis can't continue to distance themselves from this fiasco
  • Satisfaction
    1 star
  • Customer Service
    1 star
Cumbria John Lewis Broadband  
1 star is to much. 0 stars would have been more appropriate. Rubbish customer service. Rubbish, unreliable, slow service. I had 26 engineer visits during my 18months with this shambles of a company. And, now, I am being hit with a 'cessation charge' because I moved house and am getting my services from Virgin Media. AVOID AVOID AVOID, this company.
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    1 star
Hampshire John Lewis Broadband  
I have been very patient with the service dropping out regularly as I seemed lucky when calling the helpline. The last time I contacted JL the young lad who talked at me was vile. I was so upset that I am stopping shopping at JL and Waitrose. Have moved providers to a small company based in Devon who are professional and only very slightly more expensive.
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    1 star
exeter John Lewis Broadband  
Stay away from them 1 month still no broadband the date it was meant to be turned on still didn't work said there was a problem with my line and that an engineer was calling out I took a day off work and the engineer didn't show phoned them they said he changed the date and they could of told me I cancelled the broadband service and they still took money from my account I went with ee broadband two weeks broadbands in and working great
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    1 star
Downpatrick John Lewis Broadband  
Started account early May 2018 because liked price but now NOT satisfied with service, Direct debit notice Not given (DD Guarantee states 10 days notice to be given when price difference (as prices of differ each month 10 days notice must be given each month, and NOT allowed to collect before set due date 5 months 5 different pay dates, and always taken before due date),speed (download 17 Mbps upload 1.2 Mbps)Customer service, unaware of product, DD rules, and the ability to communicate, overall cheap get what you pay for, no get less for what is paid for, My advice leave alone if you have not got the time to give them hassle, or of a nervous disposition, my score is 0, 0, 0, 0.
  • Satisfaction
    1 star
Edinburgh John Lewis Broadband  
Worst internet provider ever had.
Stay away! A month has passed, already had a engineer visit and still no problem solved.

Took them a month to realize there was a real problem...I was even told my phone and tablet where the cause of the problem....
  • Satisfaction
    1 star
  • Customer Service
    2 stars
  • Speed
    2 stars
  • Reliability
    1 star
Ilkley John Lewis Broadband  
Worst costumer service experience ever!
If they had negative scoring I would have given -10.
Stay away, after 4 months I still do not have reliable connection.
They just don't care.
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    2 stars
  • Reliability
    1 star
Ilkley John Lewis Broadband  
Worst Company ever. Stay away.
They forgot to close my account, over charged me and now cant refund my account (they say).
They want to send me a check when i an no longer residing in the UK!!!

Worst ever. No consideration...
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    2 stars
  • Reliability
    2 stars
Ilkley John Lewis Broadband  
Cannot get on to server to clear, therefore email not working. AGAIN!
Dorset John Lewis Broadband  
My worst nightmare. July 21 agreed phone/fibre for 4 Aug. 6 Aug told no fibre until 6 Sep. Tried to change back to TT; they prevented it. Now expect to change 16 Oct, when 4 Oct promised. Broadband fails daily; emails never transmit. Tried to charge 12 months canx fee only day after I was told of fibre date. Their emails never worked, still using old one. Often take my phone/computer to stores,pubs, McD's, etc. to use broadband. Customer Service? useless. Average wait is 30 minutes to talk to someone in tech or CS. Today got email for new broadband contract I didn't request. Left hand never talks to right hand? They really deserve ZERO stars for what I have received. If you ever use house phone and broadband, get another provider.
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    1 star
Suffolk John Lewis Broadband  
been with john-lewis broardband and phone, had a lot of trouble the dial tone was there when dialling out. eventually got sorted after 3 engineers, no communication from the company to the engineers, had to relate the problem each time, then show them what was happening each time. just found out the bullgaurd internet security last a month so have to take it out then reinstall it each month while subscribing to john-Lewis, they don't tell you that. problems for them to take direct debit out , had to end up paying them by card, have got assurance from them that this will not happen again. on the whole would not recommend this service
  • Satisfaction
    2 stars
  • Customer Service
    4 stars
  • Speed
    4 stars
  • Reliability
    3 stars
kings lynn John Lewis Broadband  
We've been with John Lewis for less than a month (having been with Sky and BT for over 5 years before that) and the reliability of the broadbankd is poor low. We had no issues with the wifi with Sky or BT but have had issues since joining John Lewis to the extent we have not been able to watch anything properly online since joining them.
  • Satisfaction
    1 star
  • Customer Service
    2 stars
  • Speed
    2 stars
  • Reliability
    1 star
Notts John Lewis Broadband  
Just came from over priced BT, i have more than halved my monthly costs, but it shows why, BB speeds are dreadful, even though they say the line is fine, i was getting with BT from a ADSL line a good 7 mb DL speed and a ping of constant 29/30
Now with LJ, i have had 0.33 DL and a ping of 1403, it is up and down and isn't stable, JL is Plusnet, i tried to leave but im too late as ive just gone over my 14 days, stuck with them for a year of headaches, maybe a better router will help, as they did say theirs is crap!! avoid.
  • Satisfaction
    1 star
  • Customer Service
    3 stars
  • Speed
    1 star
  • Reliability
    1 star
Norfolk John Lewis Broadband  
if you are using an ISP than used openreach, there won't be much of difference in performance

what set them apart is the quality of the router and their customer service.

unfortunatly for john lewis though their customer service is very good (should be after all they are using plus net staff) their router is next to useless.

unless you are using a wired connection and even then only got once device connected you will have problems.

broadband works fine if you use a decent router either directy or connect wire device to their router.

having tried a few routers (have a box full from over years) you can get better performance with a bargin basement router from likes of amazon then with the provided john lew router
  • Satisfaction
    1 star
  • Customer Service
    5 stars
  • Speed
    1 star
  • Reliability
    1 star
Decon John Lewis Broadband  
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.
Derby John Lewis Broadband  
I take the engineers about a month to install the broadband. You pay one month for nothing. When you put your order they suggest times within a week. Very disappointing! The reason I chose them over BT is that they offer the service for only 12 month instead of 18.
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    3 stars
  • Reliability
    3 stars
Cardiff John Lewis Broadband  
I have had John Lewis for 4 days in that time they have tried to over charge me more than the agreed contract , the speed is poor , the laptops and I phones loose connection all the time , and it refuses to stream any device . After speaking to customer sévices 3 times they refuse to cancel contract although it is obviously useless . In short do not go near this service .
N
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    1 star
Milton Keynes John Lewis Broadband  
We changed from Sky to John Lewis and we have regretted it since, broadband speed very poor and huge variations in download speeds
  • Satisfaction
    2 stars
  • Customer Service
    2 stars
  • Speed
    1 star
  • Reliability
    1 star
Market Harborough John Lewis Broadband  
My 70 year old Mother cancelled with John Lewis and they tried to say that she hadn't..the customer service team were rude,aggressive and down right ignorant..eventually telling her she would be charged and cut off so she wouldn't have a phone for two weeks..nothing more than bullying which caused her upset..she's now waiting for reconnection to bt..John Lewis your a disgrace..
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    1 star
west bromwich John Lewis Broadband  
JohnLewis botched the transfer from Sky which meant I spent 3 weeks with no phone or internet access whatsoever. When it finally got up and running there was no apology or any attempt at compensation. For most of my year with them, the service was acceptable until a month ago when my speed dropped from 6Mbps to 2 and has been pretty much unusable ever since. I logged a service call and got an automatic email saying someone would be in touch in 24 hours. A week later and I'm still waiting. Currently waiting to transfer to BT
  • Satisfaction
    2 stars
  • Customer Service
    1 star
  • Speed
    2 stars
  • Reliability
    2 stars
Crosskeys, Wales John Lewis Broadband  
John Lewis made a big mistake contracting PlusNet to run its broadband. Arguably the most respected brand on the High Street being dragged down by the shysters from Yorkshire. Everything about PlusNet is bad; From the overuse of traffic management reducing your download speed (to below 1Mbp in my case, normally 4-5Mbps) to the truly appalling customer service. Like some other reviewers I decided to take advantage of no penalty charges to leave after a price hike. Although the change to my new supplier went through without problems it was then followed by numerous E-mails that seem to come from a demented robot. It included penalty charges of course disguised under another name, bills for negative amounts, complaints that I had cancelled my direct debit (I hadn't), then thanking me for reinstating it,and phone call charges for the period after the change to new supplier. Phoning customer services was a complete waste of time as they were either too stupid to understand or didn't care. I am now going to complain to Ofcom.
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    2 stars
Bromsgrove John Lewis Broadband  
Very poor service. Broadband regularly goes through phases where it drops out. Although customer support reset line, which cures issue for a short while, they never seem to get to root of problem. And getting through to them on phone is hard work - very long waits.
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    3 stars
  • Reliability
    1 star
Penzance John Lewis Broadband  
A month after instigating a switch to JL Broadband and no correspondence from them (except notifying me immediately that they were taking the first DD payment) I chased them to find out what was happening. They then switched us from PlusNet (the same provider) and cut off the phone line. 10 days later I am still waiting for the problem to be resolved. DO NOT SWITCH TO JOHN LEWIS BROADBAND.
  • Satisfaction
    1 star
  • Customer Service
    1 star
South Wales 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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