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
    2.8 stars
  • Customer Service
    3.1 stars
  • Speed
    2.5 stars
  • Reliability
    2.7 stars

Based on 378 customer ratings since 2018-11-18 (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.

589 Customer Reviews for John Lewis Broadband

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Reviewer Location Reviewing Date Ratings
Avoid. Avoid. Avoid.

The worst broadband quality and poorest service I’ve ever encountered

Service just cut out endlessly every day.. Spent 4 months trying to rectify by speaking with technical support. 8 different people suggested 8 alternative ‘fixes’. None worked. Am currently in process of transferring.

Relative also experiencing similar pitifully slow interrupted broadband. Have terminated contract and despite JL agreeing on the phone to waive the early termination fee, they’ve immediately written to an 81 year old lady demanding early closure fees.

By the way JL broadband is just Plusnet with JL fronting it

They are the worst company I’ve ever had the misfortune to deal with a recommend to avoid like the plague
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    1 star
Sussex John Lewis Broadband  
This is a promised follow up of my earlier review that can be found below (see: 2018-09-08).

In short: I do not have to change a iota of what I wrote there, I am very happy with the quality of the services provided and thoroughly recommend JLB to all.

And what's more: Except checking the whereabouts of the cashback - slightly premature on my side, as it arrived within days - I have not contacted JLB even once during this time. I just did not have to: Phone line and broadband work brilliantly well, provided router (Zyxel VMG8924 - worth checking product updates on Zyxel website directly) is very stable and is much more sophisticated than equipment that BT supplies. If it wasn't about few power cuts that we experienced in our area earlier this year its uptime would be months (typically: hundreds of days anyway).

So: I'm just paying the bills monthly and cannot believe it's nearly 12 months already.

And a bonus: as my price just went up as I left initial 12-months deal, I just got in touch with JLB only to have it restored where it was with no changes to anything else for another year. What's not to like?

To conclude - in exactly the same way as year ago:

So, I am really not sure where all the negative comments are coming from. I also cannot say anything wrong about their staff either.

I can only guess that some negative experiences may be related to exceptional circumstances: dodgy wiring etc. but perhaps also the fact that it's far easier to write negative rather than positive review.

Last but not least: I shall update this review if circumstances change - especially after first 12 months.
  • Satisfaction
    5 stars
  • Customer Service
    5 stars
  • Speed
    5 stars
  • Reliability
    5 stars
London Chiswick / Acton / Hammersmith John Lewis Broadband  
Terrible, been bad service since day one. Customer service and faults just fob you off. Stuck out my contract and finally move from them next week.
AVOID
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    2 stars
  • Reliability
    1 star
North Easr John Lewis Broadband  
John Lewis, via Plusnet BT apparently.

Never missed a beat since moved and stayed for another year, as they matched the cheapest price at the time, i shop around for Cheapest every year as the speed is rubbish here, So satisfaction and service get a 5*
Speed is *****, as very old line, so that's BT's fault not J Lewis'.
Reliability only seems a problem when the BT men have been up the pole, playing in the box for whatever reason, so again a BT issue, not J Lewis.
Overhead fibre strung up by BT 12 months ago, went active 1 month ago, will see what prices are like before making the decision.
  • Satisfaction
    5 stars
  • Customer Service
    5 stars
  • Speed
    1 star
  • Reliability
    3 stars
Lichfield John Lewis Broadband  
Absolutely useless. We have been trying for weeks now to sort out the internet and keep going in loops of same inexperienced front line advice with crib sheets and e-mails. Worst decision I ever made to go from BT to John Lewis. Don't waste your money. I don't mind faults... it happens. It is just the dismal customer service. They are ruining their brand because out of principle I will not shop with them again.
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    2 stars
  • Reliability
    1 star
Milton Keynes John Lewis Broadband  
Technically: Speed more/less as promised - when the connection works. Keeps dropping in and out randomly on different devices AT LEAST 3 times a day for periods of up to three hours. Most of the instances share common feature of "IP address not available/in conflict" or "DNS server not responding" - but there are other faults sometimes (for variety?)
Customer service: totally non-responsive to dismal. Occasionally have the impression that the person at the other end of line cannot even be bothered to reel out the scripted excuses...
Overall: waste of effort, time and money - not fit for the purpose!
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    2 stars
  • Reliability
    1 star
Portsmouth John Lewis Broadband  
Don't touch them !!
Customer and Technical support is rubbish.
Just had a bill for £128 for a service which hasn't worked for 8 months and they are surprised I'm moving to a different supplier and hope I will change my mind. They wish !!
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    3 stars
  • Reliability
    2 stars
Cornwall John Lewis Broadband  
John Lewis have been the worse company to deal with in terms of customer service. The phone staff are rude and dont listen. I have been repeatedly harassed at work when I have asked several times not to be called at work. The response was. Well you dont need to pick up the phone. Actually as I explained I work with patients so yes. I do.
I have been told my address does not exist, told they have do do surveys told they need to do external work told there is a problem with my address told they were ready to book in then ignored me for days and dispute saying they are 24 hour service I cant get hold of anyone to book appointment so message and say can you send me dates please. Nothing. Again send message this is my address I am free these dates nothing. Another message. Further attempts at calling after work nothing. Today i get we have cancelled your order. Do feel free to call us if you change your mind and want to rejoin us.
What a load of rubbish. For such a high name company John Lewis are letting themselves down badly in this area.
  • Satisfaction
    1 star
  • Customer Service
    1 star
Nottingham John Lewis Broadband  
Don’t go near them with a barge pole. Cancelled my contract due to a home move. But the move was delayed so I then called to delay cancellation of contract. Was told it was fine and received email confirmation as well. But then was disconnected anyway. Was then basically told it’s my fault and that I shouldn’t have listened to the last agent I spoke to who agreed to the extension. Awful customer service, argumentative and rude. Never going back
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    2 stars
  • Reliability
    1 star
London John Lewis Broadband  
My connection has been unreliable in two separate houses. The customer service is abysmal. Make sure you contact the complaint department. They can make at least make things move faster. The move from one address to another was mismanaged dreadfully. The impression you get is that the systems are all over the place. I have been offered £100 as a goodwill payment and a waiving of the fee if I choose to move to another provider. It's my second night with John Lewis broadband in the new house and the connection is dropping in and out all the time. It's not worth it. In an industry where poor customer service seems endemic, John Lewis manages to surpass the competition and plumb new depths
  • Satisfaction
    2 stars
  • Customer Service
    1 star
  • Speed
    2 stars
  • Reliability
    1 star
Trowbridge 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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