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
    2.5 stars
  • Reliability
    2.7 stars

Based on 507 customer ratings since 2018-03-26 (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.

538 Customer Reviews for John Lewis Broadband

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Reviewer Location Reviewing Date Ratings
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  
I have been waiting since Dec4 for my JL Broadband to be
to be moved from Warwickshire to London. It is now February 4.
First, my request was lost in their computer while zi waited unknowingly,
Then when a BT engineer came finally- John Lewis don't tell you they don't have their own engineers- the connection couldn't be completed because the exterior cable needs replacing. Which can only be done by BT!
So both JL Broadband and I have no idea when this will be completed,
5 6 7 calls to them average wait time 30 minutes. I was informed by one helpful assistant that I would be given a month's free broadband ; but the charges are still
Being withdrawn from my account!
As much as I dislike BT's monopoly I am today giving JL the sack and going with BT.
I am 72 recovering from a major brain injury , the frustration and incompetence of the above has made me ill with stress
  • Satisfaction
    1 star
  • Customer Service
    2 stars
  • Speed
    1 star
  • Reliability
    2 stars
Warwickshire / London John Lewis Broadband  
Very very slow to set up broadband service. Given excuse that they were very busy at the time. If you are looking for a quick set up, then avoid John Lewis Broadband.
  • Satisfaction
    2 stars
  • Customer Service
    3 stars
Oxford John Lewis Broadband  
Shame on you John Lewis call centre staff not interest in sorting problems phone line down for 14 days and still waiting for phone and internet conection Im type 1 diabetic and they asked me to email my medical records so the could log me as a priority case when I had a problem
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    2 stars
  • Reliability
    1 star
Shropshire John Lewis Broadband  
I wish I had read these reviews before I made the switch from Sky. I keep receiving emails about “queries” I have never made, nonsensical messages and incorrect information, dates for the switch which are then cancelled and uncancelled in a seven circles of hell vortex which has turned me into a mad woman. I am now without phone and broadband which has been disconnected and appears to be beyond their ability to connect. Hours on the phone to so called customer service and now an inexplicable charge has been taken from my bank account. How could it be worse. John Lewis need to distance themselves from these third party suppliers pronto.
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    1 star
Abergavenny John Lewis Broadband  
I originally had Waitrose broadband as an original customer 15 years ago and never had a problem I have had my email address all that time . Since the company moved over to John Lewis broadband and plus net it is diabolical
None of my messages deleted off main server even though I have removed them and I have over 2000+ messages sat there and won't go . Response from customer services poor ..no one will help this is 4th time I've raised and I can't get any email at all just spins all the time !
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    1 star
Nottingham John Lewis Broadband  
I originally had Waitrose broadband as an original customer 15 years ago and never had a problem I have had my email address all that time . Since the company moved over to John Lewis broadband and plus net it is diabolical
None of my messages deleted off main server even though I have removed them and I have over 2000+ messages sat there and won't go . Response from customer services poor ..no one will help this is 4th time I've raised and I can't get any email at all just spins all the time !
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    1 star
Nottingham John Lewis Broadband  
Appalling customer service.
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    1 star
Dorset John Lewis Broadband  
Broadband not working for 12 days so far. The service has been truly appalling. The engineer has failed to attend for the third arranged inspection today. John Lewis request a BT engineer to attend and if this was the only problem I would not be giving a negative review, despite the three missed appointments. However, there have been other issues re long periods waiting on the phone, incorrect info being provided, calls not returned and matters not been followed. I am sick of speaking to this company.
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    1 star
North Wales John Lewis Broadband  
This is about Webmail. We used to have Waitrose webmail and that was fine for access away from home and on tablet. Now it has become John Lewis Webmail it is total rubbish. Incredibly slow to load, no clear instructions about how to select multiple messages to delete, so my available space keeps filling up. User guidance is all about different text display options which I couldn't give a monkey's about. Why don't don;t these IT people keep it SIMPLE? Do they know they are alienating JL customers? Hope somebody high-up reads all these comments.
  • Satisfaction
    1 star
  • Customer Service
    1 star
Sevenoaks John Lewis Broadband  
The customer service provided by John Lewis broadband is abysmal,you wait for a long time for anybody to answer who then direct you to somebody else so you wait until they answer.
  • Satisfaction
    2 stars
  • Customer Service
    1 star
  • Speed
    3 stars
  • Reliability
    3 stars
Gwent John Lewis Broadband  
DO NOT GO NEAR THIS. Absolutely appalling. Took money out of my account upon ordering their broadband and then didn't hear from them again. Contacted them and was told there had been a 'system error' so had not been ordered. 2 weeks now without broadband.
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    1 star
Oxfordshire John Lewis Broadband  
Irritated with the prospect of further cost increases with BT I have transferred to John Lewis. The transition has been totally painless...router arrived well in advance of the agreed transfer date; plugged it in on the day of the swap, switched it on and online within 10mins. Soooo easy! The speed is no different to BT (judged by the Speedsmart app). And, to top things off...way cheaper....completely satisfied and feeling BT-liberated!
  • Satisfaction
    5 stars
  • Customer Service
    5 stars
  • Speed
    5 stars
  • Reliability
    5 stars
Truro John Lewis Broadband  
They have introduced a new payment system which is a disaster. They have no idea what they are doing. You wait 44 minutes for someone to answer the phone. The online 'my account' is 'unavailable'. Their direct debit reversed itself out of my account as they applied for it a day before they said they would. My bank said they had no control over it. Since then it has been a catalogue of errors, apologetic emails, then today threatening emails. I have complained to the Chairman of John Lewis about the poor service and the awful reputation they are giving the Partnership. When I first joined them 4+ years ago for my phone in London, they were great. Now, they are absolutely not. If I want appalling customer services then go to the cheap providers, or BT. You do not expect it from John Lewis. I am going to Zen who provide an excellent service for me at the house in Norfolk.
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    2 stars
  • Reliability
    2 stars
Central London John Lewis Broadband  
I switched from BT Infinity 2, which was costing me over £55 per month, to John Lewis Broadband following a price rise email from BT. I'd been a BT customer for over 25 years and their prices are no longer something I care to tolerate.
My JL router arrived a few days before the agreed switchover date and on the morning it was due, my phone line was active. The broadband was not and I was surprised this was not made clear by JL. I rang their customer service team and my call was answered within an acceptable time. The customer service agent was based in the UK and clearly had a good handle of what was going on. He was able to manually switch on my broadband and everything worked smoothly.
I read, with alarm, some of the negative experiences people have had with JL broadband but mine, so far, has been nothing but great and less than half the price of BT!
  • Satisfaction
    5 stars
  • Customer Service
    5 stars
  • Speed
    5 stars
  • Reliability
    5 stars
Sussex John Lewis Broadband  
The John Lewis broadband service is provided by Plusnet. My experience as a Plusnet customer is much the same as other reviews, i.e. nice enough people but a bit hopeless. On the positive side once they get the service up and running it is quite good.
The big problem is that when you contact John Lewis Broadband, you are actually speaking to Plusnet. There is a massive gap in the very high standards of John Lewis and the rather amateur/poor service from Plusnet.
John Lewis need to sort them out otherwise people will think that it is them providing a shoddy customer service.
  • Satisfaction
    3 stars
  • Customer Service
    3 stars
  • Speed
    3 stars
  • Reliability
    3 stars
Ilkley, West Yorkshire John Lewis Broadband  
Had extremely slow broadband from John Lewis Broadband for over a year, I have now switched supplier...happy with new speeds, but John Lewis Broadband still is sending me bills for a service they no longer provide. They really need to improve in all areas of their business.
London John Lewis Broadband  
Terrible customer service. Had problems since signing up. They never reply to queries. Have been overcharged in second month and still awaiting refund and explanation. Wish I'd never signed up to John Lewis.
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    4 stars
  • Reliability
    4 stars
Kent John Lewis Broadband  
Ongoing issues with patchy broadband for months, never resolved by John Lewis. Often lengthy wait to get through to customer service, many different and inconsistent answers given as to why we have such poor speeds at times. No resolution of issue and still going to local cafe to send emails with attachments. Bad communication, arrogant and unhelpful tech staff. Avoid if you can.
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    1 star
Haslemere, Surrey John Lewis Broadband  
My broadband has always been slow (0.8Mb instead of the promised 38) but I am stuck in a contract and don't have the energy to deal with the polite but ultimately unhelpful staff for hours on end so I was waiting patiently to get out of the contract. Now, there is no service for 5 days and unless I buy a laptop that can help them diagnose a router issue, they will not help me fix it. They are beneath contempt.
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    1 star
London John Lewis Broadband  
I had 8 years hassle free from BT. I changed for price reasons thinking there is no risk as BT is still supplying and its John Lewis... They're amazing ..right..WRONG


My bt contract ended on time then no internet since..The original Installation date was missed even though I reconfirmed it. No one showed up on the rearranged date either. The equipment never arrived but customers service blamed me. They said they were certain I received it because it said so on their screen. 4 new sets of equipment were sent but none arrived. Someone then said they would send it tracked by royal mail. Then th eery said the could not as they are out of stock.

T hey sent a BT engineer who tested with his equipment. It failed. He refused to call in to tech support saying I needed to call BT..

They then said I should use the original BT equipment but it doesn't work. .I tried to cancel but got a message saying everything is working except BROWSING and i can't cancel.

If I'm not happy I can wait 8 weeks which they say is reasonable to have time to fix..

The service is run by Plus net. .. very nice people but they never do anything. ..can't send equipment by traced post..can't call you back. .can't escalate to managers..Their systems prevent any actions for the poor staff...

I'm going to court to cancel the contract. .its the easiest way out unfortunately. .

joe
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    1 star
london John Lewis Broadband  
Email has got worse you only have 100mb of space on their server which means if a couple of people send you some photos it gets filled and your emails are bounced back. They refuse to increase the space available and recently their customer service has got worse and slower, still waiting for someone to ring me back to discuss the issues. Cheaper doesn't mean as good so I will have to go back to BT as Plusnet provide the JL service.
  • Satisfaction
    2 stars
  • Customer Service
    1 star
  • Speed
    4 stars
  • Reliability
    4 stars
Wiltshire John Lewis Broadband  
I like many on here switched after reading that they were the best, feel like I've been stitched up good & proper. Router didn't arrive as promised, Engineer didn't arrive on the day he was supposed to. John Lewis will charge £49 if your not in to receive the Engineer. No one contacted me to let me know that the Engineer wasn't going to arrive. Cant get through on the phone to rearrange, not a clue what's going to happen next . Don't bother worse service ever & I haven't even had it installed!
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    1 star
Wolverhampton John Lewis Broadband  
Like so many others I am shocked that a quality brand like John Lewis still put their name to this incredibly poor level of service. The speed is very poor, the accessibility of email is very poor. Overall conclusion, absolutely avoid John Lewis broadband. Again, like others, I am amazed that JL management seem to be unaware of these problems. I would email them, but as you know, it's really difficult to get an email connection.
  • Satisfaction
    1 star
  • Customer Service
    2 stars
  • Speed
    1 star
  • Reliability
    1 star
Reading John Lewis Broadband  
Broadband has generally been slow, with many more dropped connections than might be expected. The email provision is poor most of the time: for example, attempts at replying to emails received usually result in being taken offline, as is often the case when trying to move emails from one folder to another. At the moment, the provision is very poor to bad: since the 28th November, it has often been unavailable.
  • Satisfaction
    3 stars
  • Customer Service
    4 stars
  • Speed
    2 stars
  • Reliability
    3 stars
Anglesey John Lewis Broadband  
Have to say so far so good. Had been with Virgin cable for more than 10 years, but was determined to reduce my monthly bill. Couldn't get virgin to budge on price so looked around for a good deal. Price good and customer contact centre very efficient. Only issue I had was I had to call customer support to activate the broadband after the phone connections had been made by the engineer. Speed so far good and able to use Freeplay no problems
  • Satisfaction
    5 stars
  • Customer Service
    5 stars
  • Speed
    5 stars
  • Reliability
    5 stars
Penketh, Warrington John Lewis Broadband  
Had the service for a couple months. Canceled back in Aug. 2018 and had a zero balance on my account. I'm still getting emails and texts requesting payment details.I've called them numerous times over the last 3 months and still nothing. Keep getting the same excuse that they have changed billing companies and yet I'm still being harassed for nothing. I have filed a complaint with the FCA against John Lewis.. I will never purchase anything from them again...Would never recommend them for anything even if they paid me to...
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    2 stars
  • Reliability
    1 star
London John Lewis Broadband  
I haven't even started using John Lewis broadband yet. Decided to go with them because I associated the John Lewis brand with good service and high quality products, my experience so far has been anything but... I was told by the sales team that my internet would be up and running on the 8th August, this was a lie. I made peace with it and was then told 10-12 days after, it would be up and running. It is now the 14th August and I've just been told no order had been placed on their end, so basically I've been delayed another 7 days with no Wi-Fi. I can't work from home and I am now behind on deadlines due to the incompetence of this broadband "service" (more like nightmare). They would not have even flagged that no order had been placed except I called them. What a load of baloney. Steer clear!
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Reliability
    1 star
Manchester John Lewis Broadband  
Very disappointing. Kept adding extra items we had not ordered to DD payments, took ages to request refunds. The last one they said would be paid by cheque which never arrived. Decided to cancel and did so at end of contract. They now claiming cancellation charge. Finally the 0800 tel no on the emails and texts they keep sending to contact is incorrect 0800 013 263.
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    4 stars
  • Reliability
    4 stars
Chichester John Lewis Broadband  
Having read all the negative reviews of John Lewis Broadband I followed MSE's rating of the service and switched from BT over a month ago. In contrast to all the negative reports published I can confirm that my experience of the switch and the resultant telephone and broadband service has been exemplary. The switch was completed on schedule and the resultant response is as good as (indeed, I am tempted to say better than) that provided by BT. It seems that, in general, consumers only vent their frustrations in public reviews when they have negative experiences. I feel that such views should be tempered by what must be the more prevalent, positive experiences. Thank you to John Lewis for a good service at a good price!
  • Satisfaction
    5 stars
  • Customer Service
    5 stars
  • Speed
    5 stars
  • Reliability
    5 stars
Ashbourne John Lewis Broadband  
Utterly useless. No service for 2 full days. fault logged online but beyond an acknowledgement zero information.

They had the cheek to ring me and invite me to renew for another 12 months today - the caller didn't even have the tact to realise I might not be a happy customer and seriously thought no contact at all and no service for 2 days wasn't going to put me off.

If you expect the name will give you any customer service at all - forget it.

Hopeless.
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    1 star
Loughborough John Lewis Broadband  
I have only signed up with John Lewis and so far so bad. First off they had to send an engineer out to connect a phone line which was already connected. Secondly they didn't process my order delaying my line activation by 3 weeks. They now have just told me they need to send out another router because the first one they sent out was dispatched 5 days ago and it hasn't arrived. When I was with Sky and the router was late they put it on priority First Class post but apparently the customer service representative at John Lewis couldn't even do this. Thought John Lewis was a trustworthy brand and a company with integrity. This shoddy service leaves a lot to be desired. AVOID AT ALL COSTS
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    1 star
Manchester John Lewis Broadband  
If you 're looking for a pricey, slow and totally unreliable service where the JL managers refuse point blank to even discuss the absence of a broadband connection with you but still take the money then JL broadband is for you. If not don't touch it with a barge pole.
Penicuik John Lewis Broadband  
Absolute CRAP - “we have monitored your cinnection and everything is OK...” Then why can we not have a consistent connection! We are “off-line” most days now - John Lewis we expect better from you... This is the worst internet provider on the planet. The sooner my Contract is up the better.
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    1 star
Cumbria 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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