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
    2.3 stars
  • Customer Service
    2.7 stars
  • Speed
    2.2 stars
  • Reliability
    2.4 stars

Based on 108 customer ratings since 2021-07-06 (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.

791 Customer Reviews over 80 pages

  • Reviewer
    Location
    Lincoln
    Reviewing
    John Lewis Broadband
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    Easily the worst broadband service I’ve ever used. I signed up in May 2019, and was left without broadband for a month. When I was finally able to talk to an engineer, I was told ‘someone forgot to flip the switch’ and wasn’t given an apology or a refund of that month. Then, out of the single year I was with them, I was repeatedly overcharged for their faster service, despite never having signed up for that. I had to ring up multiple times to get my money back, and was told everything from it was a system error to that my line wouldn’t operate on a lower bandwidth. When I finally was able to change in 2020, I moved to another provider at the beginning of the month. John Lewis still charged me for the full months service and said I would be refunded the difference.

    As of October 2021, I have not received a penny from them. They are scam artists, pure and simple. I would never use their service, or their parent company Plusnet, ever again.
  • Reviewer
    Location
    exmouth
    Reviewing
    John Lewis Broadband
    Date
    Ratings
    • Satisfaction
      3 stars
    • Customer Service
      3 stars
    • Speed
      4 stars
    • Reliability
      4 stars
    Comments
    unlike most of the reviews I have mainly been satisfied with J.L except for the Webmail which is a dasaster, constantly failing to fetch messages, now in the middle of changing to another server !!Oh dear !!
  • Reviewer
    Location
    Edinburgh
    Reviewing
    John Lewis Broadband
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      3 stars
    • Reliability
      3 stars
    Comments
    Rubbish website, forget about logging a problem, you can't. If there is an option, it is so well hidden you can't find it. You keep being sent around in loops. And unreliable incompetent employees. They make many mistakes so if you join JL Broadband (really Plusnet / BT, that explains it all), be prepared to be frustrated.
  • Reviewer
    Location
    Northern Ireland
    Reviewing
    John Lewis Broadband
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    It isn't even possible to rate John Lewis as low as what I feel fit currently, because I never actually received any broadband. Virtually NOTHING. Activation was to go live the day I was due to move into my new place, router arrived and never activated. Rang to discuss, they said there was an issue with the supplier and told me to try again tomorrow as it could still go live up until 12am. Delayed my move, cost me more money. Next day still not working. My overall move in delay was over 2 weeks. I had no 4G in the property which meant I 1) couldn't move in, 2) work from home. This cost me copious amounts of money including over £400 in rent of a property I couldn't even move in to. Whilst paying them for a service they couldn't even provide me!! The excuse was the order was "stuck". Same excuse from every person I spoke to, nobody could do anything. I cancelled order after 2 weeks totally furious. They cheekily didn't refund me the full amount owed either. Nor did they once offer me compensation for the massive inconvenience they caused me. Not only did this cost me financially, and using up my annual leave with work, it also caused me copious amounts of stress spending hours upon hours chasing for a truthful answer everyday, and driving to the property to keep checking. I would NEVER EVER use John Lewis again for any service after this. They have absolutely no control with their suppliers and their protocol now ensures it's almost impossible to get anything resolved through their many departments and data protection. I'd strongly emphasise avoiding, especially if Northern Ireland customer like myself where this will be set up through Openreach. Both companies are an absolute shambles trying to provide this service!
  • Reviewer
    Location
    Milton Keynes
    Reviewing
    John Lewis Broadband
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      3 stars
    • Speed
      3 stars
    • Reliability
      1 star
    Comments
    Internet connection failed for almost 24hrs, customer service stated that my account had been disconnected, no explanation why. Only solution offered was to buy another package. Very worrying as elderly and vulnerable. Miraculously connection regained next day.
  • Reviewer
    Location
    Stockport
    Reviewing
    John Lewis Broadband
    Date
    Ratings
    • Satisfaction
      3 stars
    • Customer Service
      1 star
    • Speed
      4 stars
    • Reliability
      4 stars
    Comments
    The broadband itself is good (provides by plusnet) However, after a problem over payment, I was just dumped by the service team. All the promises and assurances went out of the window, and it was a case of ‘computer says no!’ They just would not help, and couldn’t be bothered.
  • Reviewer
    Location
    Norfolk
    Reviewing
    John Lewis Broadband
    Date
    Ratings
    • Satisfaction
      5 stars
    • Customer Service
      5 stars
    • Speed
      4 stars
    • Reliability
      5 stars
    Comments
    Neighbour brought down my overhead phone line while cutting back a tree that was fouling it. Reported it to the helpline at 12.10, call was answered within a few seconds and the line was back up by 15.30.
    Can't really ask for more.

    Although I live in a rural area my standard broadband delivers a pretty consistent 15Mbps.
  • Reviewer
    Location
    HEREFORD
    Reviewing
    John Lewis Broadband
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      4 stars
    • Reliability
      1 star
    Comments
    Customer service is the worst ever. Please go with someone else. They say anything to get you off the phone. I had 6 months of there system not accepting payments due to system error. I had staff lie to me, put me through to wrong dept on purpose. Mis information is their game just to get you paying them. Don't entertain them. You WILL be disappointed.
  • Reviewer
    Location
    Dorset
    Reviewing
    John Lewis Broadband
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      4 stars
    • Reliability
      2 stars
    Comments
    Go to another provider.

    Happy to allow a customer, willing to accept an 18 month contract, to leave.

    Been paying an out of contract rate of over £40 for 2 months. Asked for a refund, as should only be paying £25 and told no or I could get the woman sacked. £30 refund… and they’ve lost out on an 18 month contract with a loyal customer.

    Go elsewhere!!
  • Reviewer
    Location
    Rhyl
    Reviewing
    John Lewis Broadband
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    Tried to sign up to John Lewis never happened, I only found out we weren't going to be connected when I called about another problem, despite a customer service representative trying to help nothing happened.
    They blamed previous provider who I phoned countless times who told me my leaving date John Lewis said it was then down to BT open reach after 3 days of phoning and countless emails I got fed up and cancelled the order.
    After reading the reviews I'm glad I did don't bother waste of time

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.