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 539 customer ratings since 2018-01-23 (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.

522 Customer Reviews for John Lewis Broadband

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Reviewer Location Reviewing Date Ratings
Very poor customer service and the webmail is very poor.
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    3 stars
London John Lewis Broadband  
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!
Surrey John Lewis Broadband  
I have had a Waitrose email address for many, many years. There was no problem until JL used PlusNet and instead of a Waitrose webmail site I was directed to the webmail John Lewis broadband page/site. On the previous Waitrose webmail (intuitive interface) I could easily delete emails from my inbox to free up space. This has been impossible with the new site. At present I have had no incoming mail for four days, the webmail shows almost 2,000 messages and 100% full. Three calls to 'support' and an email and still no action or reply. As soon as this is sorted I am going to change provider.
This is not up to John Lewis standards and very disappointing.
  • Satisfaction
    1 star
  • Customer Service
    3 stars
  • Speed
    3 stars
  • Reliability
    2 stars
Lonson John Lewis Broadband  
Like another reviewer I have closed my account and JLB does not recognise this although I have their letter telling me how sorry they are I have left. I stopped my DD as after many phone calls as I could not trust them and sure enough today I had an email from them demanding payment by another means. In fact they owe me a refund but "due to a new accounting system" this will have to be by cheque. I cannot go on-line to discuss this as my account is closed and the phone line has a wait of over 10 minutes. I'm not surprised!
I would just ignore them if they did not owe me money and I could be sure they would not file a payment failure on my credit file.
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    4 stars
Hereford John Lewis Broadband  
Signed up on 26th October and still have no broadband service. I gave up trying to call the helpdesk as it was always experiencing higher than average calls. Made a complaint and was told it was because they had not sent me a router. I have my own ADSL router so that is not the issue at all, however the Customer Complaints person also said they tried to call me and left a voice message. No one has called my mobile which is my contact number. I would not suggest to anyone that they use JL broadband, in fact I've been telling anyone that I can to avoid them like the plague. Customer service is nil; they appear to have no idea why I do not have service; and ignore messages posted on 'my query', hence why I made the complaint. I had to give one star for speed, but in all honesty I have no idea what my speed is since I have never had the service!
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    1 star
Great Yarmouth John Lewis Broadband  
Rubbish Customer Service! It is a big con - you THINK it is all with John Lewis and their values? In the provision of Broadband and phone services, it is PLUSNET - who ARE rubbish!. By association, John Lewis are rubbish indeed worse than that, they mislead you on matters of service provision.
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    1 star
highlans John Lewis Broadband  
SUPER FAST FIBER customer service nil,connection goes every morning,when it comes on again it is poor,contacted them,they replied back that if it was found to be my equipment or internal wiring,they would charge me £50,I have since found out they are PLUSNET who I was once a customer,left them because of there poor service,only to end up with them again under a different name ,stay clear youve been warned
  • Satisfaction
    2 stars
  • Customer Service
    2 stars
  • Speed
    1 star
  • Reliability
    3 stars
NEWPORT John Lewis Broadband  
Failed to take first direct debit cut off service within an hour of email stating there was a problem. I rang reconfirmed direct debit details. I was told everything ok. Direct debit still not taken. I then get email threatening debt collectors & phone cut off at same time. Forced to make card payment for their incompetence. I thought BT was bad! John Lewis this is damaging your brand.
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    2 stars
  • Reliability
    1 star
Leighton Buzzard John Lewis Broadband  
Cannot recommend. Customer service is non existant. They do not answer phones or reply to emails.
Can't comment on whether broadband works as I am still waiting for a router to be delivered 2 days after service ( So Called) commenced .
They say that they are sorry for making me wait and I am tired of the musac.
  • Satisfaction
    1 star
  • Customer Service
    1 star
Devon John Lewis Broadband  
I signed for JL broadband on Feb 1, its now Feb 18 and I still don't have a reliable connection. I don't feel I've any chance of getting one. Do not sign up for this service, you will eventually lose your mind....
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    1 star
Lincs John Lewis Broadband  
3 months after placing the order I have given up and cancelled it to go to BT. They are rubbish. Initially they put my first order on hold because they couldn't find my address (it came up on their website). Then after that was fixed, they randomly cancelled the next order without telling me. I contacted them and complained and they said it would another month just to get the phone line in and they didn't know when the broadband would happen...
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    1 star
East Ilsley John Lewis Broadband  
Really poor customer service. Had to call 4 times in the first month because the account hadn't been set up correctly. Every time they were experiencing a "higher than expected call volume", I experienced 8 minute waits.

Bills aren't fully accessible with Chrome or Internet Explorer.
  • Satisfaction
    2 stars
  • Customer Service
    1 star
  • Speed
    2 stars
  • Reliability
    3 stars
London John Lewis Broadband  
Truly shocking customer service; lack of consistency when dealing with complaints; can’t get hold of manager; issues with my DD which they still haven’t resolved 4 months later!
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    3 stars
  • Reliability
    2 stars
Manchester John Lewis Broadband  
After being with BT anything else seems like a relief. The great things are that there is one level of phone menu with only four options, so you get to the right person without going round in circles. Getting through is fairly quick and you get someone who speaks English that is understandable (the call centre is in Sheffield). Broadband speed is largely down to the local exchange and how far you are from it and is not within the providers control, and the reliability is actually down to BT but if there is a problem, you get John Lewis to sort it out rather than having to try to deal with the inaccessible BT engineers. Cost is the same as BT except that you get twice the download allowance (20Gb per month).

There are only two disadvantages:
1) You don't get mobile Wifi
2) When you are on hold although it isn't for ages you are forced to listen to some really terrible pop music - not what you'd expect from John Lewis. They don't play it in their stores and I don't see why you have to endure it on the phone!
  • Satisfaction
    4 stars
  • Customer Service
    5 stars
  • Speed
    5 stars
  • Reliability
    5 stars
Wessex John Lewis Broadband  
It's OK unless you need technical support, but the support is simply awful. 'Higher than expected call volumes' at 6.30am! Waiting for ages having to listen to loud awful pop music (who do John Lewis think their customers are?) that you can't turn down before you just give up. I'm going back to BT when my contract expires!
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    2 stars
  • Reliability
    2 stars
Somerset John Lewis Broadband  
2 months and 6 days since John Lewis Broadband took payment I still haven't got a phone service or broadband despite being on the phone to them for over 10 hours.
John Lewis have managed to get BT to disconnect the line they were supposed to take over though.
Disappointed doesn't really do justice to my feelings about John Lewis Broadband.
  • Satisfaction
    1 star
  • Customer Service
    2 stars
  • Speed
    1 star
  • Reliability
    1 star
Glenshiel, Highland, Scotland John Lewis Broadband  
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.
London John Lewis Broadband  
Cannot believe the poor broadband speed. Made mistake of changing from BT (great speed, poor customer service) to JL broadband and am regretting my move. Now stuck for 12 months until I can change back. I would not recommend JL at all.
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    1 star
Lincolnshire John Lewis Broadband  
I have a Waitrose webmail account that most of the time I cannot access. The online reporting service does not work, nor do any of the other online complaints sites. I am not at all happy. I moved back to JL because of excellent previous experiences, not this time, I'm off.
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    2 stars
Bracknell John Lewis Broadband  
I am into my second year with JL Broadband, my only complaint is their approach to customer loyalty, they aren't really bothered if you stay or go at the end of 1 year contract, they reluctantly agreed to allow me to stay with discounted rate for new customer but no cashback. Not the John Lewis never knowingly undersold approach. In terms of relaibility and performance, 5*.
  • Satisfaction
    3 stars
  • Customer Service
    2 stars
  • Speed
    5 stars
  • Reliability
    5 stars
Devon John Lewis Broadband  
changed over to john Lewis after reading they were best for customer service
this was wrong i did not know it was in fact a front for plus net until after i had it installed
i went for super fast broadband which was far from it
after many dealings with plusnet who could not get me the speeds i thought i would be getting i wanted to leave i was then told if i left i would have to pay till my contract expired
so i am in effect paying for a worse service i have everything documented and at the end of my contract i shall take out a summons in the small claims court against John lewis
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    1 star
Blackpool John Lewis Broadband  
I Chose John Lewis Because I knew i would get decent customer service .There is no way i would do BT,Virgin or Talktalk after trying to get through to their customer services ,1 hour on hold , a light hearted conversation with a robot which quickly escalates into a serious argument ,with a robot ,because after a brief interrogation it wil not accept my mothers aunties grandmas middle name .Whoa betide you customer services when i finally speak to a human.
Anyway had a slight problem on activation day ,ran customer service ,Pressed one button and "Bingo " A Human Vice ,
Thank you for treating me like a customer
PS> Broandband is decent too.
  • Satisfaction
    5 stars
  • Customer Service
    5 stars
  • Speed
    5 stars
  • Reliability
    5 stars
Leyland John Lewis Broadband  
Their awful broadband service must be damaging their reputation. have been with them for 3 months. speeds slower than advertised. Internet connection lost frequently. Technical support dreadful - deny problem - and are unable to sort out. Planning on cancelling soon
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    1 star
Hampshire John Lewis Broadband  
What an absolutely abysmal company this is. I am genuinely surprised they have any customers. Trying to get through is a complete and utter nightmare. I refuse to be kept hanging on the phone waiting for someone to answer my call for hours on end. John Lewis seem to think this is an acceptable way to treat their customers, well believe me it is not....HIRE MORE STAFF!! Not only that but your staff knowingly tell lies. After trying for over a week to get through on the phones and messageS being ignored I decided to cancel. Even that is not being handled properly.

If you value your time and Sanity stay away from this company. This many complaints cannot be wrong. Believe me I have learnt that lesson the hard way.
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    2 stars
  • Reliability
    1 star
EAST SUSSEX John Lewis Broadband  
We switched to John Lewis from BT because they had a good offer on broadband and we were tempted by the fact that John Lewis won Which best buy on customer service. Ever since we switched we had nothing but trouble with customer service. The agents themselves are nice and polite over the phone, but things just don't get done. First of all it took over 2 months for a switchover, because despite us sending a mac code on time no one bothered to let us know that it didn't work until I chased them myself. Then we decided to switch from regular to Fibre broadband. Again, over the phone I was told the day the engineer was coming so I cleared the day, until I got an email, saying that the date has been confirmed for the engineer to come out and it was a different date! So that is one day wasted for me. In the meantime I received a couple of emails saying that they regret we decided to move away from John Lewis broadband, which we didn't, so I had to chase those emails up as well and turned out it was just because we were switching between different packages. Then, we finally got our Fibre broadband and all was good until the first month charge notification came through - the deal was that the first three months were free, yet I was being charged full price! Now I ring John Lewis to find out the cost of cancelling the contract, and since the service been so poorly I asked if there was any discount they could give on cancellation fee they said no.
So bottom line - think carefully before you switch to John Lewis. It's been a nightmare for us.
  • Satisfaction
    3 stars
  • Customer Service
    2 stars
  • Speed
    4 stars
  • Reliability
    4 stars
John Lewis Broadband  
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!
Northumberland John Lewis Broadband  
Absolutely the worst Broadband I have ever had. Stopped being able to reach the end room of my small flat within 2 months, painfully slow even in the living room where the box is and customer service either don't pick up the phone or don't respond to my queries online. Completely shocking.
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    1 star
London John Lewis Broadband  
Had JL/PN Broadband now for 6 months, been paying for fibre plus package £40+ per month. My speed has been dropping so called technical, just been told by 'so-called' technical that I haven't been getting what I have been paying for hence my speed is well below 40mgb and should have been 70+.

I was put through to the order dept and they say I have been on the right package 'LIARS' you have crossed the wrong bloke. John Lewis why have you aligned yourself with dodgy 'Plusnet' JL you have deceived your loyal customers, shame on you.
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    2 stars
  • Reliability
    2 stars
Yeovil John Lewis Broadband  
Had a few issues with my service from John Lewis broadband which took loads of calls and emails to sort, all of them from me as they seem incapable of contacting you back. Now that i have left they are still trying to take money from my account and emails asking for payment for a service they have stopped providing. Case has been open for 2 weeks with just comments and calls from myself. How they can call themselves John Lewis broadband is a joke, million miles away from the service you receive from the retail stores. Will never buy goods or services from them again because of this experience.
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    2 stars
  • Reliability
    1 star
Cornwall John Lewis Broadband  
Moved from BT to JL almost two weeks ago and still have no broadband. Lost count of the emails I've written and the hours wasted on their "technical helpline", most of which are waiting for my call to be answered (58 minutes in one case).

Seriously, if you value your sanity, do not even consider switching to John Lewis.
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    1 star
Bedfordshire John Lewis Broadband  
over and over whewnever i go into JL webmail to prevent my in-mails choking up i'm faced with everything running very, very slowly

this is merely to deal with the housekeeping of emptying the accumulation of mail

for the first time i looked at this site to see if there was any comment on this

i was astonished to see the level of dissatisfaction that is all quite level headed but people are understandably angry

JL as a company has a high reputation - as someone noted does no-one from JL pay attention to these most disturbing comments

change IOSP seems to be the 'counsel of perfection' but i'm damned if i will, all the inconvenience etc

come on JL please let's get some quality service
LEICESTERSHIRE John Lewis Broadband  
First day of use absolute disaster. Automatic set up didn’t work and told to use Android phone or windows. We do not have either of these using iPhone and Apple software. Was told to download Firefox that didn’t work either. Have cancelled and will return to BT. JL has promised our deposit back. Watch this space
  • Customer Service
    2 stars
Brekshire John Lewis Broadband  
Signed up 2nd February. Heard nothing. On 15th Feb. I tried to find out what was happening. Email refused (Send but do not receive). Tried calling. Long long queue, and then given the run-around. Realised I had made a bad choice. Gave notice via their 'Ticket' system of cancellation under the Distance Selling regulations. Customer Services refused to accept the notice, saying I had to phone or post a letter. I sent a pdf letter, via the 'Ticket'. No response so far.
I have written separately to Sir Charlie Mayfield, chairman of the JLP. John Lewis is taking reputational damamage by lending their name to PlusNet plc without adequate oversight.
PlusNet is the villain here.
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    1 star
Winchester John Lewis Broadband  
Patchy speeds, I can deal with, I've had worse. But the levels of customer (dis)service within this company is utterly disgraceful
Normally John Lewis is a great company and a name I trust, this service (provided by PlusNet) drags that name through the mud.
Utterly, utterly appalling. If you're looking for a new broadband provider, please, look elsewhere. Nobody deserves this level of shoddy service.
  • Satisfaction
    2 stars
  • Customer Service
    1 star
  • Speed
    4 stars
  • Reliability
    3 stars
Glasgow John Lewis Broadband  
I am in the process of migrating to JLB. I checked yesterday whether the Direct Debit had been set up on my bank account. It has, but it is in the name of PlusNet. If I had gone to PlusNet direct then I could have got a far, far better package for LESS than I am paying JLB. I think the least J.L can do is offer a 'like for like' with maybe a couple of pounds extra. I cannot really comment on the speed or reliability as yet. However, the first attempt at streaming from iPlayer was not good as I kept getting a message advising "insufficient bandwidth".
  • Satisfaction
    2 stars
  • Customer Service
    2 stars
  • Speed
    3 stars
Yorkshire John Lewis Broadband  
An update on my previous comments: The matter has been resolved with John Lewis to my complete satisfaction. Well done John Lewis.
  • Satisfaction
    5 stars
  • Customer Service
    5 stars
Yorkshire John Lewis Broadband  
I have recently transferred to JL Broadband and it has been a big mistake. I didn't receive a router and so I have ended up purchasing one myself because despite numerous attempts to contact them, including raising a formal complaint, they haven't responded. I would avoid.
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    3 stars
London John Lewis Broadband  
Two weeks of no service, still being fobbed off with the same scripts from the call centre, and they will absolutely not send an engineer to help an 87 year old customer; no she's sent a youtube video, as if she can access that, when she isn't able to upload anything. I'm amazed J Lewis allows this level of service. I'm leaving.
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    1 star
Edinburgh John Lewis Broadband  
AVOID John Lewis Broadband at ALL costs.
Their service is absolutely appalling. I signed up with them 6 weeks ago - still not even a router that works! They are the worst provider I've ever had. GO ELSEWHERE IF YOU WANT GOOD, EFFICIENT SERVICE
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    1 star
Central London John Lewis Broadband  
Without doubt absolutely the worst broadband I have ever had.Granted I am still within the 10 day start up period but it crashes regularly, it is unbelievably slow and if I try and use more than one device at the same time then they are both useless. If it doesn`t improve after the 10 day period then I will cancel.Don't go near JL broadband.
  • Satisfaction
    1 star
  • Customer Service
    2 stars
  • Speed
    1 star
  • Reliability
    1 star
Leicester 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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