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
    2.8 stars
  • Customer Service
    3.1 stars
  • Speed
    2.5 stars
  • Reliability
    2.7 stars

Based on 377 customer ratings since 2018-11-19 (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.

589 Customer Reviews for John Lewis Broadband

Reviewer Location Reviewing Date Ratings
So many bad reviews, I think people only tend to review when a bad experience so I just thought I would say I have been with JL for almost a year, perfect switch and first class service ever since
  • Satisfaction
    5 stars
  • Customer Service
    5 stars
  • Speed
    5 stars
  • Reliability
    5 stars
Salisburt John Lewis Broadband  
Six weeks without reliable telephone or internet over Christmas 2017, repeatedly told no fault snowing, had to wait for a BT openreach engineer. After using my mobile to call both JL broadby and BT and arranging appointments directly with the engineer myself I once again had internet. This week the problems begin again, this time I'm told again that the system isn't showing a problem (just like last time) and if it's the router I can buy another one.

Dont waste your time or money, I would not recommend this company if my life depended on it.
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    1 star
Crawley John Lewis Broadband  
We left this company before the year was up as our Broadband was so slow. We were told we would not pay a termination fee as that was the reason we were leaving. They then sent a text and an email asking for money for the months left. Our new company agreed if we paid they would credit our account. Today I went to pay and was told my bill had been passed to a debt collection agency. I have never in my life been in debt or owed any money. Disgraceful...Beware of this dreadful company
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    1 star
Devon John Lewis Broadband  
Slow & unreliable from the start- somedays perfectly adequate, the next capricious.
Pus a router that has the range of a thrown tissue.
Complaints are met with the same scripted response "everything fine this end"
JL should hold its head in shame
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    1 star
FRINGFORD John Lewis Broadband  
This was the worst experience I have had in several years of switching Broadband providers. I left JL after one year in November to another provider : they have continued to bill me via direct debit six weeks after the service was closed with no explanation about why they are continuing to take money. The only way to stop this has been to instruct the bank to cancel any further payments to John Lewis .

Once the account was technically closed on 21st November, any method of contact about the account disappears leaving only the option of a call centre looked after by Plusnet. I have now done this explaining the situation three times which is frustrating. Despite three phone calls of getting on for one hour, this is still not sorted. Very poor customer service John Lewis and PLusnet .
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    2 stars
  • Reliability
    1 star
Yorkshire John Lewis Broadband  
I have left JL because they were unable to solve my internet problem and I was without a connection for a month. Their efficiency, customer care and manners are appalling. I had been with them for 11 years. I was accused of forgetting my password, even though I changed it with their supervision several times. One insulting person asked me, patronisingly if there was anyone else in the house who could help me. I have used the internet since it began, including in my job in Media. Before deciding to move to Zen I researched though 'Which' who were the most reliable suppliers. JL come pretty far down the list. No one at JL knew how to solve the problem. It started with an outage in their accounts department when payments were not taken with DD. I am going to write to their MD Paula Nickolds but I doubt she or anyone else will reply.
  • Satisfaction
    2 stars
  • Customer Service
    1 star
  • Speed
    3 stars
  • Reliability
    2 stars
West London John Lewis Broadband  
I am very upset and regret changing to John Lewis. Like others - I wish I had seen these reviews before signing up.
I trusted the brand - and the fact that the service is operated by Plusnet was a deciding factor - as I was already a long term Plusnet customer - with a Plus net email address. I opened the JL account on the phone and asked the chap I was dealing with several times - can I keep my Plusnet email address - he assured me that would be possible and I had told him that was a major factor for me.
Well - they have lost my Plusnet email address and are trying to tell me it cannot be retrieved - I wish I had never changed! I have had their Broadband for 5 days only now - and this morning I had no Internet - the helpline tells me OpenReach have been called and will attend within 48 hours - meanwhile they have done something to tide me over and it is working at this moment - but I have no faith.
I cannot comment on speeds etc. yet as I have only been using it for a few days (the change went ahead on 27th December when I was away).
I have made a strong complaint to JLB about the loss of my email address - but no reply yet.
London John Lewis Broadband  
Unreliable broadband with worse than poor customer service; treating a know-how customer like a stupid. Now to leave I have to pay a fee! Rot in HELL JohnLewis!
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    1 star
London John Lewis Broadband  
I tried to download my first bill, no joy, I tried phoning but they cut you off.I sent an e-mail to question why 23rd November, no answer. I have cancelled my DD and gone back to BT for some decent service. I will pay my last bill when I get an explanation from them, but I will not pay any cancellation fees as I consider they have breached their contract for service.
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    1 star
cam gloucestershire John Lewis Broadband  
What a nightmare ! If only I checked other reviews first !
Trusted the name stupidly.
Very poor broadband speed ,despite great speed before with BT.
Terrible customer and technical service too, and they want to charge me for leaving !
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    1 star
Tewkesbury 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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