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 332 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
    oxford
    Reviewing
    John Lewis Broadband
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      2 stars
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    their 66 mbs avarage broadband gives med 1.5 download and 0.5 upload as a average score of several readings
  • Reviewer
    Location
    Nottingham
    Reviewing
    John Lewis Broadband
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      3 stars
    • Reliability
      4 stars
    Comments
    I booked a installation 2 and a half months ago and John Lewis (openreach) lied to us on multiple occasions and engineers had 0 communication. We went 3 weeks past our activation date with no services after lie after lie. The customer service sounds friendly but do not put the effort in to sort out solutions.

    I was with them last year, there speeds were alright and never had many downtime

    I left them and will never be returning to them
  • Reviewer
    Location
    LOWESTOFT
    Reviewing
    John Lewis Broadband
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    Comments
    After continual excuses and apologies for failing to connect my broadband the company have now admitted fault, previously blaming BTOpenreach. Dismal customer service, broken promises, on live complaint/query system ineffective, they close requests if they are showing the company in a negative manner. If you were thinking of using them, my advice is don't. I still have no internet 5 days later.
  • Reviewer
    Location
    Northants
    Reviewing
    John Lewis Broadband
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    Comments
    Absolutely awful service, never use John Lewis for wifi. Lack of communication, do not update customers. Still without wifi even though we have paid for engineer and monthly rate. Engineers don’t turn up to appointments neither do they update you of their absence. Haven’t received complimentary voucher neither. Beyond disappointed they haven’t done anything remotely reasonable nor justifiable.
  • Reviewer
    Location
    London
    Reviewing
    John Lewis Broadband
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    Lousy broadband - very poor signal, appalling customer service. If I were John Lewis I would stop putting my name to this. Because I was out of contract when i asked to move house they said they'd charge me £65 or else I could choose to be locked in to another contract with them - heads they win, tails I lose. I don't want to be with a company that treats me like this. Please avoid at all costs if you value your sanity.
  • Reviewer
    Location
    dorset
    Reviewing
    John Lewis Broadband
    Date
    Ratings
    • Satisfaction
      2 stars
    • Customer Service
      1 star
    • Speed
      3 stars
    • Reliability
      4 stars
    Comments
    within days of signing up they informed me of a price increase. so for 10+ montha i have had to pay an extra £2 per month. under new rules i could have cancelled but i had already paid the connection fee of around £70. now my contract is nearly at an end and i have contacted via account query 3 times and not even an acknowledgement. would definitely not recommend....i am going direct to plusnet who at present dont increase charges during initial contact.
  • Reviewer
    Location
    Sussex
    Reviewing
    John Lewis Broadband
    Date
    Ratings
    • Customer Service
      2 stars
    • Speed
      2 stars
    Comments
    Avoid!!! Total bunch of wastemen, seemingly unable to do a housemove,took nearly a month with no Internet, excuse after excuse,always blaming 'the system'
    Ended up cancelling and going with another company and at a better price
  • Reviewer
    Location
    Dundee
    Reviewing
    John Lewis Broadband
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    Comments
    I placed an order for a connection and router one month ago. Money was immediately taken from my account and then... silence... Any questions asked in the online query system they recommend go ignored, the average hold time on the phone is 30+ (with potentially the worst hold music I have ever heard), customer service tends to just tell you its all going to be sorted and to wait 24 hours, and proceed to do nothing about the problem. I've now jumped ship and am trying another company with no sign of a refund happening any time soon.

    Funnily enough when I phoned to cancel the agent on the other end was more than happy to, the entire call took no more than 2 minutes. He sounded like he wanted to die.
  • Reviewer
    Location
    Berkhamsted
    Reviewing
    John Lewis Broadband
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    Comments
    Not a good experience, never got service.
    Did my order by phone as web method redirected me to a phone number when ordering the most basic (10Mb) service.
    Lost all trace of my order, but had already taken the initial month's payment on a credit card. Then it took a month to get that refunded.
  • Reviewer
    Location
    Ashford
    Reviewing
    John Lewis Broadband
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      3 stars
    • Speed
      2 stars
    • Reliability
      2 stars
    Comments
    I swapped to John Lewis broadband because I (mistakenly) believed it to be the same quality as everything else about John Lewis... how wrong can you be!
    Had no issue with changeover (other than router arriving only the afternoon before changeover date, which had me fretting). Since then two major problems appeared:
    1- speed has dropped, even though ping tests indicate about 35-37Mps. iPlayer sometimes hangs, which it didn't with the previous supplier (SSE).
    2- they don't want to take the DD payment, even though there's plenty of money in the account. Each month I try paying on line - it doesn't work (can't access the payment area) so I have co call and pay by card.
    The people on the phone are great, but the rest of it is utter rubbish.
    Pity. John Lewis has such a great reputation as well.

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.