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
    2.6 stars
  • Reliability
    2.7 stars

Based on 431 customer ratings since 2018-08-22 (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.

560 Customer Reviews for John Lewis Broadband

Reviewer Location Reviewing Date Ratings
Driven by flood of negative reviews seen here, and my (short so far) experience with JLB, I decided to write my own review as our experience with them so far is very positive.

Context: We just migrated off BT 80MB (then, now it's 66MB only, I think?) Fibre and telephone service.I had been with BT for 7 years, moved house three times [South East & London] taking them with me every time and had no issues with them at all except once, when they were not able to move me as they had internal issues with their CMR and they just let me go then allowing for new (nice) deal to be put in place. Broadband and telephone service was operational at all times and I never had to contact them about any technical issues either. So my worry when we decided to move was that we will effectively break something that works splendidly well (although for a price): We decided to move based only on the extortionate price we had to pay - with JLB our monthly price is effectively less than half now.

I ordered JLB Broadband & telephone service on 22/09 online - got migration date as 05/09 couple of hours later(contractual two weeks). Zyxel router turned up couple of days later and replaced BT Hub on the day of migration. Phone line has migrated early in the morning, with broadband following few hours later. As I was at work then, I just checked with JLB that all is good and witnessed the same once we got back home in the evening. Router was operational, and it was just WiFi / Ethernet configuration that I had to do. And that was it.
Needless to say that all these steps were followed up by text messages & e-mails.

So it's 72 hours for us just now: telephone service works as it did, broadband speed is exactly the same as it's been before. The only extra thing I did myself was to voluntarily upgrade the firmware in the provided router - and fiddle with its settings.

So, I am really not sure where all the negative comments are coming from. I also cannot say anything wrong about their staff either.

I can only guess that some negative experiences may be related to exceptional circumstances: dodgy wiring etc. but perhaps also the fact that it's far easier to write negative rather than positive review.

Last but not least: I shall update this review if circumstances change - especially after first 12 months.
  • Satisfaction
    5 stars
  • Customer Service
    5 stars
  • Speed
    5 stars
  • Reliability
    5 stars
London Chiswick / Acton / Hammersmith John Lewis Broadband  
Words fail me. I have had terrible service and even worse "customer care" from JL. Don't go there. Life is too short..
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    2 stars
  • Reliability
    1 star
Surrey John Lewis Broadband  
If you're considering moving to John Lewis broadband because of the brand reputation for quality and customer service, THINK AGAIN. The move into phone and broadband must have been a disaster for JL and if I was in charge of brand I'd be getting out as quickly as possible. As their customer I will be getting away from them as quickly as possible. Service is AWFUL. Response to dealing with problems is AWFUL. Yes their call centre is based in the UK but I've seen more competence from call centres everywhere else than I've had from John Lewis. And it's only possible to get them on a free phone number, fine if you've got a landline but if they've cut off your landline and you're calling from a mobile you'll spend a fortune. Which they won't refund you for. To sum up JL broadband in three words: AVOID. AVOID. AVOID.
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Reliability
    1 star
London John Lewis Broadband  
Absolutely useless. We have been trying for weeks now to sort out the internet and keep going in loops of same inexperienced front line advice with crib sheets and e-mails. Worst decision I ever made to go from BT to John Lewis. Don't waste your money. I don't mind faults... it happens. It is just the dismal customer service. They are ruining their brand because out of principle I will not shop with them again.
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    2 stars
  • Reliability
    1 star
Milton Keynes John Lewis Broadband  
I moved to John Lewis broadband from Plusnet to take advantage of their first year discount. They transferred me three weeks before the agreed date, (and before my Plusnet contract had ended), and have double charge me for my first month. I have tried to contact them using their website for over a week ( as I didn't want to wait half an hour on the phone) and despite claiming a 24 hour response time have received none. I even logged a complaint about poor service and have received no reply. Like other users, I am amazed that John Lewis have compromised their brand name with such poor quality service.
  • Satisfaction
    3 stars
  • Customer Service
    1 star
  • Speed
    4 stars
  • Reliability
    4 stars
Somerset John Lewis Broadband  
Ordered the fibre then read some pretty negative reviews so was very anxious. Switch over day arrived and I called customer services once. They had to turn something on at their end that should have been done and all worked fine. 5 minute call in total. 3 weeks in we've had no problems.
  • Satisfaction
    5 stars
  • Customer Service
    5 stars
  • Speed
    5 stars
  • Reliability
    5 stars
North east John Lewis Broadband  
Have left today and what a difference! Had ongoing problems, John Lewis sent me a replacement sagecom router, terrible, never worked, dropped out, had to change channel continuously to get it to work.
Opened a ticket for reporting a fault, five weeks later, still no proper internet service, luckily was out of contract so changed to EE. Just today I can run Netflix, my iPad and you tube for the first time in months. Got a measly £15.00 compensation from JL and had to fight for that. Very very disappointed. John Lewis your poor broadband is trashing your good reputation - I would do something about it if I were you!
  • Satisfaction
    1 star
  • Customer Service
    2 stars
  • Speed
    1 star
  • Reliability
    1 star
Hampshire John Lewis Broadband  
For the higher price we expected a better customer service from John Lewis however the service is no better than a much cheaper provider. Yes you speak to a uk call centre but only if they answer the phone - after about 5pm it will take an average of 13mns to get an answer. Overall all companies seem to be the same -at the mercy of Openreach and therefore you should just choose the cheapest provider.
  • Satisfaction
    1 star
  • Customer Service
    2 stars
  • Speed
    1 star
  • Reliability
    1 star
Dorset John Lewis Broadband  
Changed from existing provider to John Lewis Broadband as on paper seemed better value for money. However, this was not the case. Paid by credit card but John Lewis Broadband, delivered by Plusnet, failed to undertake the transfer. They were being upgraded. Repeated contact with different call centre individuals resulted in no real action. Then realised with John Lewis directly, and refund was obtained by cheque. Another delaying tactic.
Advice AVOID AT ALL COSTS - poor practice, unreliable in service terms and not value for money. In short John Lewis' broad band is being delivered by PLusnet who are giving the retail chain a poor name, reputation and image.
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    1 star
london John Lewis Broadband  
If you rely on your internet for work then don't go with John Lewis. We have had nothing but issues for the 8 months we have been with them. The initial connection was painful with no communication.We frequently have drop outs and the speed despite being on fibre is pitiful. It is affecting our ability to do work at home now.
  • Satisfaction
    1 star
  • Customer Service
    2 stars
  • Speed
    1 star
  • Reliability
    1 star
York John Lewis Broadband  
Like others below, had trouble after 15 years trouble free. Charged twice in error. Refunded and given £15 for the trouble so all ok now. Would have been 5 stars all the way 3 months ago but they are now sorted. Reliable once up & running. I recommend this provider.
  • Satisfaction
    4 stars
  • Customer Service
    3 stars
  • Speed
    3 stars
  • Reliability
    5 stars
Vale of Glamorgan John Lewis Broadband  
We were so sick of BT that we stupidly agreed to pay over sixty pounds a month for fibre optic broadband, what a complete disaster! They sent the cheapest router, their own engineers told us that. They NEVER answer the phone, we have poorer signal now than we did in a 1 meg area, can't even shop online. When you finally speak to customer services they can only transfer you to technical support, how many days to I have to spend on the phone getting nowhere? We have been duped, we paid for branding, John Lewis sold us out to Plusnet. Can't even cancel without being screwed. So angry.
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    1 star
Mayfield, East Sussex John Lewis Broadband  
Been with them for nearly a year. No problems switching. Moved house recently and took only 6 days to connect phone and bb with no hassle whatsoever. Plus net took over 2 months with many calls to sort it and refund overpayments. Very very satisfied and would recommend
  • Satisfaction
    5 stars
  • Customer Service
    5 stars
  • Speed
    5 stars
  • Reliability
    5 stars
Dumfries John Lewis Broadband  
Quite an unbelievably bad service all round. Shocking broadband connection. Appalling and aggressive customer service. Incompetent resolutions team. Still sending threatening debt recovery letters (latest one for £3) despite having had the case ‘closed’. Our household, family and friends will never shop with John Lewis again because of this.
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    1 star
Crowborough John Lewis Broadband  
I signed up for Fibre broadband with them a month ago and to date still no service. I have had a clueless BT engineer turn up, have spent hours on the phone with the Plusnet customer support and have been given a modem and am now on the second router. Still no service. Have now given up and will try to get my money back and go with Virgin.
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    1 star
RG31 John Lewis Broadband  
I went with J Lewis as their customer service is normally excellent and they're a great British brand, oh how wrong I was! Speeds were slow then Router stopped working within weeks but they sent a new router quickly so I thought that was it, all would be great from then on. How wrong was I.
Repeated emails and calls to JL have not helped me with the terrible or non existent internet connections. Constant drop out, speeds of 1.3, pings of 1200 plus. Buffering and unable to watch a film all the way through-ruddy useless service.
Polite customer service but absolutely useless to me when they can't sort the problem. I have emailed a few times, spoken to various people who all tell me to " plug into the test socket with a wired connection then see what the speeds are". Or, they'll do something on the line to increase speed-it doesn't. One said, "where is the router" I replied " in the kitchen", Ahh i'ts near the microwave that's the problem!! Oh give me strength!! Paying £20 pm for absolute rubbish. Didn't go with them for the low cost but for the JL customer service.

I'm going to complain to the chairman and tell him to look at these reviews
Avoid.
  • Satisfaction
    1 star
  • Customer Service
    2 stars
  • Speed
    1 star
  • Reliability
    1 star
St Albans John Lewis Broadband  
Worst ever.... I have been on phone waiting for their customer service for more than a hour. I chose John Lewis broad band because of their coustomer services in their department stores but I’m quite sure their broadband hasn’t got anything to do with that!
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    1 star
Birmingham John Lewis Broadband  
AVOID John Lewis, I really wish I had read the reviews before I signed up, I have been with them for 2 weeks and still no broadband connection and now they have the cheek to up the prices for the phone by £2 per month despite me having a contract saying I had signed up for a year at £13.30. UP to now I had always shopped at John Lewis but no more, this has totally ruined my faith in them.
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    1 star
Suffolk John Lewis Broadband  
I cannot put any stars as I do not feel that customer service actually cares about their service they provide. Existing broadband ceases on Monday and to dateJohn Lewis broadband not working. They did not activate the broadband on Tuesday and only did this when I rang them up on the 5th. They have kindly offered me £2.80 for my loss of downtime and then I was asked how much compensation I wanted!!! Totally regret moving to John Lewis Broadband.
Berkshire John Lewis Broadband  
I can’t comment on the speed and reliability however I can give customer service zero stars. Switched over and 5 days later still no broadband. Customer service unhelpful and then I receive an emailing telling me they are delighted to credit me £2.80 for no service. Wish I had read all the reviews before switching.
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    1 star
Berkshire John Lewis Broadband  
We have hated dealing with John Lewis Broadband. Foolishly we expected a high level of customer service because we have been used to this in JL stores and thought (after a terrible experience with Virgin) that John Lewis Broadband would at least be reasonable to deal with. BUT we have consistently had obnoxious young men on the end of the phone and the broadband service itself has often been poor. The lack of basic politeness over numerous calls has been quite shocking actually. And they aren't upfront about charges… so we've just been stung for £25 for cancelling the service because we're moving house and not switching to another provider at this address. If you're reading this thinking about using JL, don't! ALthough we have no idea who to switch to since poor service appears to be an industry standard.
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    1 star
Warwick John Lewis Broadband  
I've been on the John Lewis Fibre Extra package (76Mbps) for little over a year now. The only fault in that time was at the beginning when I wasn't getting the speed I had expected (fast, but not fast enough). It took a couple of visits from an engineer to address the issue, but John Lewis didn't give up in their attempt to deliver the maximum possible speed for me. English speaking staff, regular online status updates and prompt action (as opposed to other broadband providers I've been with) put John Lewis out on top.

Apart from the little hiccup at the beginning, the speed has been consistent throughout the year and I've had no unexpected drops in my connection.

Good customer service is a must for me and I'm willing to pay a little extra to get it - shall be renewing my contract today.
  • Satisfaction
    5 stars
  • Customer Service
    5 stars
  • Speed
    5 stars
  • Reliability
    4 stars
Farnham John Lewis Broadband  
All, I have read most of the negative reviews stating some real challenges and it must be frustrating. However my experience has been the complete opposite. Signed up, new router arrived or be it broken and new one sent straight out and the service for me has been really good. Just as fast when measured compared to my old SKY and BT accounts. I also signed up and got a STATIC IP for £5 not too bad.. Enjoying the service and speed. PS the ZyXEL Router (WITH THE LATEST FIRMWARE) Actually outperforms my old SmartHub on 5G :) Nice
  • Satisfaction
    5 stars
  • Customer Service
    4 stars
  • Speed
    5 stars
  • Reliability
    5 stars
KENT John Lewis Broadband  
This service was okay to start with. (I joined on the basis of good service) Had problems with continual drop off for a week. Got through to the help desk, once, after waiting for 30 minutes. Supposed to have been fixed. Still have same problem. Tried to call, 4 calls totalling more than 1 1/2 hours. No response. Do not bother unless you just like listening to 80's pop music (must be aimed at there target demographic, or cheap like the service) How can they rate themselves as good. Will change provider as soon as possible. Seriously bad service.
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    2 stars
  • Reliability
    1 star
Fife John Lewis Broadband  
Decided to leave BT as prices are getting silly, particularly for loyal customers.
Switched today - and this was totally seamless, not one problem. Router delivered 2 days ago. So far, very good, and have not even had to phone JL customer services. I am not particularly IT savvy, so if I can do it, anybody could!
  • Satisfaction
    5 stars
  • Customer Service
    5 stars
  • Speed
    5 stars
  • Reliability
    5 stars
East Yorkshire John Lewis Broadband  
Absolute rubbish. Broadband speed is like a snail . Constant problem with being disconnected from the internet everytime it rains you get disconnected every couple of minutes. John Lewis then decided to up their prices and said if customers wished to leave because of this they would not have to pay any exit fees. After advising them that I wished to change companies as a result of this price increase they then emailed me and said I would have to pay a cancellation fee. After sorting this out they then tried to bill me for their services after I had changed to another provider. It is impossible to contact this company by phone as you just get left on hold forever.This company do not deserve any stars.
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    1 star
cardiff John Lewis Broadband  
I'm a new customer. It has never worked. Impossible to get Support phone answered. All help is internet based - I have no internet. Only phone line that gets answered is for new sales. Draw your own conclusions.
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    1 star
Cheshire John Lewis Broadband  
Broadband has been hopeless, whenever tested it's just ok but so slow most of time and Alexa devices can't work properly
  • Satisfaction
    3 stars
  • Customer Service
    3 stars
  • Speed
    1 star
  • Reliability
    1 star
Shropshire John Lewis Broadband  
Awful, incompetant, couldn't give a damn service from a supposedly good company. John Lewis Broadband is provided by Plusnet, and their service is the worst I have ever encountered. Long times on hold, terrible loud hold 'music', every month the bill is wrong and I am overcharged, customer support staff are incompetent and sometimes arrogant, they don't get back to you when they say they will. Unbelievable awful bad service. Very frustrating an annoying and - I am moving over to the Coop. Be warned - this outfit give a terrible service!
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    2 stars
  • Reliability
    2 stars
SOMERSET John Lewis Broadband  
I’ve been a householder for over 45 years and have never experienced such appalling service before. Incorrect bills are the monthly norm, hours waiting for customer service to answer the phone, whilst being forced to listen to the loudest and worst on hold music I’ve ever experienced. They are forever demanding money that is not owed, and just when you think you have finally sorted the problem, another on crops up

John Lewis Broadband is run by Plusnet, and if you have any problems, you are dealing with Plusnet. And it’s no good trying to complain to John Lewis head office – they just tell you to contact Plusnet who are absolutely appalling.

The whole thing is a complete con, John Lewis is an absolute disgrace – Don’t have anything to do with these cowboys!
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    1 star
sOMERSET John Lewis Broadband  
Could not be more sorry that I changed to John lewis broadband, a total waste of money. The service from the technical team is a joke, ( very polite but have been useless). Am now waiting for my conttract to end..Shame on John Lewis for running such a bad company. From now on I will forget them and shop else where.
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    1 star
Hoddesdon, Herts John Lewis Broadband  
SHOCKING, I too wish I had read the reviews before committing, its 2 months now from start to getting a line but, still no broadband and the support phone!!!! well I have not been able to speak to anyone yet just the music, had to hang up in the end as I have a life
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    1 star
Haltwhistle John Lewis Broadband  
Changed from BT after too many drop offs and slow speeds and have been extremely pleased. After a slight hiccup on speed customer services were extremely helpful and no problems since.
  • Satisfaction
    5 stars
  • Customer Service
    5 stars
  • Speed
    4 stars
  • Reliability
    4 stars
Worcester John Lewis Broadband  
Well it would be minus all round. Trouble from 1st day. Tried to change our home phone no, after several calls to them we were told "sorry you should have been asked if you wanted to keep number too late now it's been allocated to someone else by BT . Weeks to sort this out, as a business we had to keep our number.
Next problem trouble with router hours on phone even being told to unscrew main BT socket. Apparently our phone line at fault -no it wasn't and so it went on. Even had a BT engineer turn up who said they have had numerous calls re this broadband service and on his log it even had a note that the manager had visited us. Not true.
Had our user name wrongly spelt again several calls to correct this.
Today unable to log in to try and get printed bills for accountant and as usual can't get through on phone.
Don't use this service & please read all reviews
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    1 star
Norwich John Lewis Broadband  
Hi was with BT before and when I went to John Lewis I did not see the feedback until I joined then I was a bit worried because a lot of the feedback was bad but for me I have had excellent service with no problems our family have been with Bt for 40 + years and the price just keep going up with no reduction for the loyalty so had to change I would recommend you try John Lewis
  • Satisfaction
    5 stars
  • Customer Service
    4 stars
  • Speed
    5 stars
  • Reliability
    5 stars
Eastchurch John Lewis Broadband  
After having no problems for 8 years, we decided to switch to JL,and we received a welcome pack & new router.10 days ago we were informed by text we had been switched, both phone line and broadband,but not switched but obviously disconnected....!! Phone went off and broadband off.
No phone line and still no broadband,all over the BH weekend too.
They are really poor at customer care and attempts to resolve this is falling on deaf ears.
Multiple calls and emails from us, at great inconvenience and still nothing!
They blame Open reach who have already come out and tested everything, and cannot find a fault but accept there is no signal into the house. They went up the pole and checked, and the engineer said they have switched over , but .....to someone else.!!!!!!!
So we currently still have no phone or broadband, no online banking, online utilities etc etc. No contact with family or access to facetime, without standing in a supermarket doorway using their wi fi !!!!
Its a third world service and completely unacceptable. There is no continuity of personnel, no updates,just nothing!!!!!!!!!
Don't use this company JL I will not be shopping there anytime soon.
Just disgraceful.
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    1 star
LIPHOOK John Lewis Broadband  
Astonishingly poor. Like others here service suddenly lost due to a network issue..not line. Long meaningless illogical discussion with JL..reset etc etc. Then just it was a network fault and you end up in online ticket system which they just ignore and delete. You can can only respond online ..but you have no service to do so.

Just demand you pay but will not provide any service.
  • Satisfaction
    1 star
  • Customer Service
    2 stars
  • Speed
    3 stars
  • Reliability
    1 star
Hereford John Lewis Broadband  
This is a Company that is not remotely interested in Customer Service. They emailed me to inform me that my broadband has been connected. After trying unsuccessfully for over 3 hours to set up my broadband I called John Lewis Support who told me that my Broadband is not yet connected and it will be connected any time before midnight. So I asked why this information was not in their email. The reply was ‘everyone complains about that’! So how difficult would it be for John Lewis to add this information to their email? Very easy, but they simply don’t care!
  • Satisfaction
    2 stars
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    1 star
Bayswater John Lewis Broadband  
Broadband speed is poor comparing to other copper line providers we have had. Fluctuates quite a bit In the second week speeds dropped below 1mbps on a Saturday night. Bad move
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    1 star
Welwyn Garden City John Lewis Broadband  
Changed to JL after reading Which review. Wish I had stayed with BT. Even though their customer service is abysmal and pricey at least their broadband speed was reasonable. JL is dire. Don't switch!
  • Satisfaction
    2 stars
  • Customer Service
    2 stars
Ringwood 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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