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
    2.3 stars

Based on 100 customer ratings since 2021-08-06 (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.

794 Customer Reviews over 80 pages

  • Reviewer
    Location
    kent
    Reviewing
    John Lewis Broadband
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    just been overcharged once again, they add on extra charges and try to make you pay them. i signed up with john lewis not plus net, and plus net treat you like tescos so beware, don't expect the waitrose treatment with these lot.
  • Reviewer
    Location
    Penicuik
    Reviewing
    John Lewis Broadband
    Date
    Comments
    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.
  • Reviewer
    Location
    Woburn Sands
    Reviewing
    John Lewis Broadband
    Date
    Ratings
    • Satisfaction
      2 stars
    • Customer Service
      2 stars
    • Speed
      3 stars
    • Reliability
      3 stars
    Comments
    If you can get through to Tech Support, they can be helpful on setting up issues. However having recently had my service down for nine days, they sent one update at the beginning saying it could be up to 14 days (!), then nothing further. The BT website (it was their cable / exchange problem) was not much more helpful. In the end, I found out was going on by walking down the road and talking to the BT engineers. Now the service is back up, there’s been no contact from John Lewis offering a refund for the nine days I had no service. They’ll send a customer satisfaction survey after an interaction if they think they’ve pleased you. Otherwise they don’t. A superb way for them to convince themselves that they’re great.
  • Reviewer
    Location
    Tonbridge
    Reviewing
    John Lewis Broadband
    Date
    Ratings
    • Satisfaction
      1 star
    • Speed
      2 stars
    • Reliability
      2 stars
    Comments
    Do not switch to JL broadband, the speed and reliability are very poor. Our fibre JL service is slower and more expensive than our old BT copper service. Big mistake and currently trying to get out of deal, who regulates this industry??!!
  • Reviewer
    Location
    Bristol
    Reviewing
    John Lewis Broadband
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    Comments
    Really abysmal and ineffectual customer service.
    When I tried to switch to JLBB broadband and telephone and they were unable to take over the phone line they refused to cancel the contract. This resulted in me being without a phone line for 5 days and broadband for 13 days, and I am still trying to recover my deposit of £11.50 almost 8 weeks later. I was put on hold for lengthy periods up to 30 minutes whenever I phone their customer services to sort out the problem. Their answer was always to transfer me to another department. I am continuing to pursue my refund and request for compensation.
  • Reviewer
    Location
    Herefordshir
    Reviewing
    John Lewis Broadband
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    Paid extra to get broadband quicker on moving house. Three weeks later - still no broadband! It was only after the first installation visit we were told a second one would be needed. This second onewas then cancelled ten minutes before it was due to be completed. The promised free router wasn't sent for the first three times they tried: fourth time it seems they have sent it to our old address apparently: despite knowing the point of changing was we were moving house! Basically it doesn't seem call centre staff know what they're doung. Would never recommend John Lewis again. No idea as to the speed or reliability: in effect they're both zero for now!
  • Reviewer
    Location
    Cambridge
    Reviewing
    John Lewis Broadband
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    I imagine that most customers will use this service because they trust the company. Be prepared for a shock. John Lewis do nothing , they put it all through Plusnet who are incompetent . They agreed to install on 25th June but never turned up , so we reset a date for today and again they never turned up . I even had to ring them to chase progress because they are too lazy to ring me even after assuring me that it would get Meg Mackays personal attention because they let me down before.The whole experience is dreadful and it feels like nobody cares at all for the customer. Plusnet pretend to be John Lewis so watch out.
  • Reviewer
    Location
    Staffordshire
    Reviewing
    John Lewis Broadband
    Date
    Ratings
    • Satisfaction
      3 stars
    • Customer Service
      3 stars
    • Speed
      4 stars
    • Reliability
      3 stars
    Comments
    I signed up with a half price offer for 3 months and was charged full price (refunded after a complaint).
    When broadband went down I was told they can no longer check the fault, it has to be sent to the faults team who could take 72 hours. It was resolved but took 24 hours. Took 4.5 and 9 minutes to answer phone but was a UK agent. The router needs resetting about once a week
  • Reviewer
    Location
    London
    Reviewing
    John Lewis Broadband
    Date
    Ratings
    • Satisfaction
      2 stars
    • Customer Service
      4 stars
    • Speed
      2 stars
    • Reliability
      3 stars
    Comments
    I moved to JL thinking their reputation was a reliable yardstick and reviews seemed generally ok.

    They messed up the transfer from the previous provider - didn't hear from them and then when I called - 'oh looks like the button wasnt't pressed to switch you over'. Took them another 2 weeks.

    There was confusion over the package for calls I went onto - I was landed with a big first month bill I hadn't expected - it may have been me - I'm not sure to be honest but the call centre manager dealt with this very well although their system are poor and cannot update my monthly package for another month.

    The internet line cuts out occasionally - the password disappeared one day stopping it working altogether.

    The download speed is ok -it does vary though. The upload speed is terrible - 0.3 mb which is only around 30% of my previous providers - makes using dropbox very very slow.

    Not particularly impressed thus far. I'd like to leave ..but can't.
  • Reviewer
    Location
    Liverpool
    Reviewing
    John Lewis Broadband
    Date
    Ratings
    • Speed
      2 stars
    • Reliability
      3 stars
    Comments
    I am extremely dissatisfied with the service received since switching to John Lewis for phone and broadband.
    After a catalogue of errors setting up my service, I was without broadband for five days, and have been without a working phone for 5 months. I had to make almost daily calls to try to resolve the matter.

    Five months later, after repeated attempts to get my telephone line working again which has been off for four months, I still have not been given a timeframe it will be working.

    The speed is also very slow, again this has not been resolved.

    Responses from JLB (Plusnet) have been very disappointing, following escalating the complaint.

    I believe most customers do not know the real level of service that they are buying, assuming they will get excellent customer service, as I did. The service is provided by Plusnet.

    Sadly this is very far from the case and I would strongly question where review companies and Which? took their initial data from.

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.