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

Reviewer Location Reviewing Date Ratings
Dire customer service. Impossible to get through on the phone. Try emailing and they say phone. No complaint option. Will ruin the great John Lewis name.
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    3 stars
  • Reliability
    3 stars
Oxford John Lewis Broadband  
Worst decision we ever made! John Lewis is a name synonymous with quality but their broadband service has dragged their name into the abyss! The telephone switch was fine but they left us without broadband for 10 days because of problems their end and Customer Service was a bad joke. It never takes less than 25 minutes to get past their appalling “musical” hold system to speak to a real person and when you do, their scripts are so basic that they can’t actually help you in any meaningful way. They have failed to correctly set up the direct debit and are now hounding me with emails and text messages for a payment that their Customer Service team member confirms they have actually received! The icing on the cake? I have never had such a slow broadband speed! Can’t wait to switch away.
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    1 star
Hengoed John Lewis Broadband  
Avoid. It took over a month after the agreed switch date to actually switch. There was no notification that they were going to switch on that day. I was working and suddenly my internet dropped. Poor communication for something which these days should be a standard process.
  • Satisfaction
    1 star
  • Customer Service
    1 star
Eastbourne John Lewis Broadband  
A disaster! Customer support very pleasant and knowledgeable but it appears the router has packed in after a month. Unstable connection, dial-up-slow speed internet. Totally unusable.

Avoid.
  • Satisfaction
    1 star
  • Customer Service
    4 stars
  • Speed
    1 star
  • Reliability
    1 star
Salisbury John Lewis Broadband  
i had previous issues with the quality of the line speed and technical support last year but managed to get over that episode eventually.

i am now back to un-usable download speeds of under 1mbps so there's no point in using the service any more.

John Lewis wont answer the phones and are taking 3-4 days per message to get back to me so i am reduced to tethering my mobile phone to my laptop in order to get a half decent signal.

i thought i would get a superior level of service with this company but it's been quite the opposite.

switching back to virgin
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    2 stars
UK John Lewis Broadband  
I've been very frustrated with customer support from JL. They just don't seem to make it easy to get issues resolved in the shortest possible timeframe. I know it isn't deliberate - they are all nice enough to speak with on the phone but seem to lack any gumption or purpose to get the job done right or even follow up on time to current issues.

Even when I registered an official complaint before Xmas about the poor service, the ticket expired without anyone contacting me. I half expect that it’s in the hope that customers will forget and won’t bother them again although I do hope I am wrong here.

People should also know that this isn’t the real John Lewis that you deal with btw, it’s Plusnet who are delivering the service on behalf of John Lewis so for anyone about to sign up, don’t think you’ll be getting the legendary JL customer service when you have a problem because you definitely won’t.

Just to balance things up a bit, I should say that the service, when it works, is quite good and the prices are quite competitive too, but heaven help you if you ever run into a problem because it can take weeks before a resolution is found.
  • Satisfaction
    2 stars
  • Customer Service
    2 stars
  • Speed
    2 stars
  • Reliability
    2 stars
UK John Lewis Broadband  
Easy internet order. Router arrived in good time. Landline phone line switch seamless. Broadband transfer worked as it said it would within 15 mins at 0800. Speed on day 1 slightly slower than BT it replaced, router has equal coverage if not slightly better. Basic cost (70% of BT after intro deal ends) which was the top, mobile calls inclusive package will save bundles. Well worth it so far.
  • Satisfaction
    5 stars
  • Customer Service
    5 stars
  • Speed
    4 stars
  • Reliability
    5 stars
Rural Wiltshire John Lewis Broadband  
Very disappointed to find I had switched to get away from PlusNet only to find I was still dealing with them, complete with 30-40 minute waits and dreadful music. Pleasant people but frequent lack of knowledge and competence. Switchover was messed up, and 6 weeks late. If I had an alternative, I'd leave but there's only BT.....
  • Satisfaction
    2 stars
  • Customer Service
    2 stars
  • Speed
    4 stars
  • Reliability
    3 stars
Exeter John Lewis Broadband  
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??!!
  • Satisfaction
    1 star
  • Speed
    2 stars
  • Reliability
    2 stars
Tonbridge John Lewis Broadband  
Ordered a package on Tuesday, and Broadbad was up & running by Fri! With a new router delivered inbetween.

Customer service took 20mins to get through to, but fixed the connection problem in 5mins, so very happy.

First day and speed is extremely slow, but this should improve in the next few days once line is established.

All in all, has been super smooth and highly recommend them!
  • Satisfaction
    5 stars
  • Customer Service
    4 stars
  • Speed
    3 stars
  • Reliability
    4 stars
London John Lewis Broadband  
Slow connection at times. No built-in parental control! Been charged separate for what was part of the package. Ridiculous ‘house move’ fee. Line cut-off despite confirmed extension of the service. DO NOT RECOMMEND under any circumstances
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    3 stars
  • Reliability
    2 stars
Ely, Cambs John Lewis Broadband  
Be aware NO PARENTAL CONTROL! Very bad customer service. Migrated earlier than requested. Both first two months billed more and had to keep chasing it up several times! Normal waiting on cust.serv. about 20mins. What a disappointment as went for JL due to the standard of their cust.service and fairness. All resolved in the end but took hrs on the phone with them. Stuck now for a year as no way to cancel contract based on non-satisfaction unless paying over £100! Not recommended at all. Not what you expect from John Lewis.
  • Satisfaction
    2 stars
  • Customer Service
    1 star
  • Speed
    3 stars
  • Reliability
    4 stars
Cambridgeshire John Lewis Broadband  
Complete rubbish. It's like being on Dial up again! Will not be renewing
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    1 star
Northampton John Lewis Broadband  
On hold for an hour for the second time this week. Have only been a customer for 5 weeks and really regretting switching. Customer service is non existent - had to threaten reporting them to Ofcom over a billing issue - and now have now service for the last 24 hours. John Lewis need to review this partnership before it damages their brand.
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    2 stars
  • Reliability
    1 star
Limehouse John Lewis Broadband  
They keep writing threatening to charge me because i have exceeded their credit limit of £50, they are treating me more like a delinquent teenager who is over his overdraft limit at Barclays than a retiree who gets really peed off when threatened by a supplier.
No amount of calls to them have made any progress, so its off to Sky next month.
  • Satisfaction
    2 stars
  • Customer Service
    1 star
  • Speed
    4 stars
  • Reliability
    4 stars
burnham market norfolk John Lewis Broadband  
I ordered this a month ago. The delivery date was two weeks ago. I had to ring to ask where it was.
The guy said he would send a router immediately but refused to start the Broadband so I could use an existing router.
The router arrived, so I rang to ask them to start the broadband. Apparently they have no record of an order.
It will take another 4 days.
I think the problem is PlusNet but who knows.
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    1 star
Liverpool John Lewis Broadband  
Do not sign up with this company.My poor experience reflects that of others 2 months of waiting with 4 new contracts. Long waits to call customer service. Excuses given and existing provider blamed Money taken immediately at the set up of first contract not returned despite promises. I gained a better deal with my existing provider BT but plus net left a tag on the line causing a two week delay. Stressful from start to finish. I have complained to ofcom suggest other reviewers do the same
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Reliability
    1 star
Argyll John Lewis Broadband  
I have been with John Lewis Broadband for 7 months and I have to say that if TalkTalk is at the very bottom of the scale in terms of 'awfulness' of service, JL is very close.

For 7 months I've been having nothing but problems. They'd initially linked me with another of their sister companies which caused problems for over a month. JL tried to blame it on Openreach and it took a number of cocky customer service workers (not to mention many wasted hours on my part) to actually accept that they needed to solve the problem.

Since then, I keep having issues with the speed dropping right down roughly every couple of months, which makes it impossible to use the internet. It takes serious hand twisting to actually get the customer service people to check what the problem is and adress it.

I would strongly discourage potential customers from signing a conrract with JL as their broadband provider.
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    1 star
McNeill John Lewis Broadband  
John Lewis and plusnet are the same broadband providers. When I signed a contract with JL, they connected my account with plusnet by mistake. It took them nearly a month and many hours of my time spent on the phone to them to resolve it. No compensation was offered. I'm now with no broadband due to JL/openreach issue and I'm told I have to wait nearlly 5 days for someone to fix it. Very poor service.
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    1 star
Scotland John Lewis Broadband  
I have only been with JL for a month. Broadband drops out every time I use the phone. This results with a very slow download speed currently running at 112kb/s. Have had this problem for the whole four weeks. Phone JL and they fix it for a few hours ad then it starts all over again. I have been holding on the phone this evening for 58 mins and still no answer. Time to give up and have just been answered. HOORAY.
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    1 star
Wales John Lewis Broadband  
I changed to John Lewis recently, and needed help , phoned there help line, all you get is loud music, nobody says anything at all, I am seriously thinking of cancelling already, the service is hopeless. so much for the John Lewis name. I really thought I could rely on them WRONG AGAIN ;
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    3 stars
  • Reliability
    1 star
U.K John Lewis Broadband  
I was with Waitrose.com for 10+ years and apart from little glitches had no trouble at all. From the time John Lewis started the amalgamation of Waitrose and Green Bee to JL, things started to slide. At the change-over (totally unannounced, to me, anyway) I found myself with a screen that looked like old 1980s computers, with no way at all of marking several emails at once in order to delete (can only mark minimum of one page at a time!). Also, 400 plus emails that I had kept disappeared overnight and JL infer that this was me, and they have no "cloud" facilities for deleted emails which is probably true; deleted emails disappeared from their box for hours at a time and suddenly reappeared, I am still in e-correspondence with JL but I am not at all happy considering my happy years with Waitrose.
  • Satisfaction
    2 stars
  • Customer Service
    2 stars
  • Speed
    4 stars
  • Reliability
    5 stars
Dorset John Lewis Broadband  
I have had 3 breakdowns in broadband and telephone in
December. Impossible to even get through to JL - I tried at different times throughout 3 days and the recording said a 30 minute response time. With poor mobile reception there was no chance of getting through. I had to resort to snail mail to ask them to register the fact that I had no broadband or telephone. I got a letter back saying they would respond within 7 - 10 days!!
I changed to John Lewis as I have a JL credit card and
have always had excellent service when dealing with them. I shall have to change to someone else.
I cannot believe that John Lewis themselves are doing nothing to rectify this enormous problem. They are ruining their good reputation.
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    1 star
St. Briavels, Gloucestershire John Lewis Broadband  
I asked to change in early October having read a glowing report in Which magazine. I wish I hadn`t. They took my deposit and set up a direct debit with a promise of having it all done in "10 to 14 days" quote. Nothing happened so I called and they seemed unable or unwilling to help. After a couple of calls and being unable to speak to someone senior I asked to cancel the deal and return my money. Then they tried to collect my direct debit which I thankfully had stopped. They wrote asking why they hadn`t been paid!! I wrote to the MD Andy Street which was replied by the Executive Complaints team. They said someone would contact...noone did. I have taken advice from Which Legal services and have sent them a letter accordingly to ask that my monies be returned. It hasn`t and they don`t even have the courtesy to acknowledge my mail. They have taken on the wrong guy and I will sue them and shame them mark my word. I will ensure all and sundry know how they operate and are nothing short of thieves. John Lewis I held in high esteem prior to this . They are now at the top of the list for bad service. MY ADVICE IS DON`T GO NEAR JOHN LEWIS BROADBAND. Read these reviews and BEWARE.
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    1 star
Inverness John Lewis Broadband  
Do not touch them with a barge pole. They are awful . They have taken my money and given me nothing for it and after many phone calls and emails to their MD i have nothing. They even tried to collect my next direct debit which fortunatly I had cancelled. They haven`t heard the last of me
  • Satisfaction
    1 star
  • Customer Service
    1 star
Inverness John Lewis Broadband  
Been with jl for over 4 weeks just noticed that I can only call out from house phone and not recieve calls today payed my bill one day late considering they give u 14 days to pay , as soon as I payed they cut me off ...., I'm really annoyed as my husband uses the phone for his business so u can imagine how many calls we have lost , however today been trying to call JL from 3 and each time I've call been on hold for 30 mins so gave up then rang at 5.30 bear in mind they close at 6 I was on hold till 6.45 really disappointed with the service so will be on phone first thing in morning , fingers crossed I get it sorted xx
  • Satisfaction
    2 stars
  • Customer Service
    1 star
  • Speed
    5 stars
  • Reliability
    3 stars
Norfolk 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  
The speed was very poor during evenings and streaming was a nightmare specially with Netflix. From time to time without explanations there was no service Customer service kept blamed the fault to be my modem or router so spend a fortune replacing equipment's twice over and no change. Then they start blaming my computers and TV for it! No discount was offered as they believed it was not their fault as the line tested ok, Speed at its best for fiber was 13Mbs. 14 months of putting up with the service changed and never looked back. Now with same modem and router as before and no other modification getting 48MBs !!! So noting wrong with my equipment then just very poor service!
  • Satisfaction
    1 star
  • Customer Service
    3 stars
  • Speed
    1 star
  • Reliability
    1 star
Sheffield John Lewis Broadband  
Tried to change from BT. Phone line connected but not broadband due to JLB error. Two weeks after changeover no update received, no router despatched. After 45 minute queue technical support told me that broadband order had been 'cancelled' although my recent bill shows I was charged for it. After a 25 minute queue for customer support was told that it was a JLB admin error that would eventually have sorted itself out (!) yet no emails or calls from JLB to explain/reassure. Another week delay now expected (2-3 weeks without broadband). Wish I'd stayed with BT.
  • Satisfaction
    1 star
  • Customer Service
    2 stars
  • Speed
    1 star
  • Reliability
    1 star
Hampshire John Lewis Broadband  
Avoid at any cost. Customer service really polite. Unfortunately no service!
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Reliability
    1 star
Godmanchester John Lewis Broadband  
Please save yourself a lot of hassle and DON'T sign up with these amateurs. I have never been with a telephone company that has been so stressful to deal with ever right from the very beginning and until know (5 months later). It's like you call them and they say they are doing this and that on the call when in fact they aren't doing anything. There seems to be no upper level of management that you can escalate things to either on the telephone or by email, so you just end up having to get angry at the customer service rep who can't do anything for you anyway. Join them and you will see what I mean when it all goes wrong, which there is a likelihood that it will. For me unfortunately my next move is OFCOM as the head office can't seem to solve my latest problem which is being automatically overcharged every month for mobile phone calls which were part of my original call plan 5 months ago and so far they have been unable to refund the extra £50-60 each month I'm being overcharged by. Jokers!
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    2 stars
  • Reliability
    1 star
Newport John Lewis Broadband  
Please avoid at all costs. Despite a great initial discussion, prompt receipt of the router and notification that we were live on teh correct date we have actually had no b/b for weeks. I have repeatedly told them to contact me via landline as we have little mobile recption and funnily enough - no b/b but they insit on texting ot emailing. The only progress is when I contact them. Their staff are bordering on rude. No respect for the time or frustration of customers caused by their lack of service. They make BT look ok and that's going some
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    1 star
Monmouth John Lewis Broadband  
Reported to John Lewis on Jan 2nd, connection is dropped around ten times each day for exactly 2.5 minutes each time. According to John Lewis it is now fixed but as the dropped connection log below shows it remains exactly the same. This problem started when we switched from EE to John Lewis, paying almost double the previous rate for a fibre extra service which is really not acceptable.

Net Uptime Monitor Failure Log (NetUptimeMonitor.com)
Licensed to nick sheron

=======================================
12/01/2019 17:20:52 Log Start
---------------------------------------
Failure Start Length
12/01/2019 17:22:38 0:02:17
12/01/2019 19:34:34 0:02:28
12/01/2019 19:58:48 0:02:29
12/01/2019 20:11:38 0:02:28
12/01/2019 20:35:03 0:02:28
13/01/2019 06:48:49 0:02:26
13/01/2019 07:45:51 0:02:27
13/01/2019 08:21:08 0:02:28
13/01/2019 08:54:08 0:02:26
13/01/2019 11:10:13 0:02:25
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    4 stars
  • Reliability
    1 star
winchester John Lewis Broadband  
Dont bother useless, gave up after 3weeks with no connection and cancelled before i went mad.
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    1 star
Essex John Lewis Broadband  
This internet service provider may say John Lewis, But it is not a John Lewis Brand at all. In fact, the internet is provided by Plus net.

I was with JL Broadband for a year. At the beginning I bought the regular broadband package. The minimum guaranteed speed was about 8mb. I was receiving 1.2mb. They failed to fix this issue.
My only option was to go to Fibre with a minimum guaranteed speed of about 25mb I got about 14mb. After weeks of complaints It finally got resolved, however for the rest of the year I was constantly raising complaints both online and on the phone.

They don't like answering queries and they haven't a clue on the phone. They are very rude in fact and talk to you like a piece of garbage.

My router brand was ZyXEL. I know, I know: 'Who'
It was awful. Signal collapsed daily, needed reseting regularly. By the way. That takes 10 - 15 minutes simply to reboot.

When I finally reached a year I left. But my troubles continued. As they don't like answering queries from customers, they don't communicate with each other in house either. My service was disconnected, however they continued to charge me and even threatened me with Debt Collectors. It was clear as mud on my bills and history. Service cancelled, please finalise account. Ignored in house.

Overal
If you would like internet that you may or may not receive, have problems constantly, have emails and query go un-answered leading to frustration and anger. Then John Lewis Broadband is for you!

If you want an easier provider that are cheaper and better. Go elsewhere.
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    1 star
Surrey John Lewis Broadband  
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
  • Satisfaction
    3 stars
  • Customer Service
    3 stars
  • Speed
    4 stars
  • Reliability
    3 stars
Staffordshire John Lewis Broadband  
No router received by switch date and have been told it will take 3-5 working days and until then no broadband. What a service!!!!!
  • Satisfaction
    1 star
  • Customer Service
    1 star
North Yorkshire John Lewis Broadband  
Don't touch John Lewis broadband!!! This is the worst company I have ever had the misfortune of dealing with. Shocking customer service including mis-selling me fibre which is not available in my area. They failed to inform me of this fact and only when I called back to find out why I had no wifi was I notified that I was not able to get fibre. I then down-graded to ADSL and was told that it would be active in 3-5 working days. A week later no wifi!!! Once again I called and was told that the fibre had yet to be cancelled and they couldn't install ADSL until the fibre order had been cancelled and that could take another 10 working days.
Apart from the above, every time you try to contact them you have to endure 30 minutes of torture listening to the elevator music while waiting for an agent to take the call. Hire more people John Lewis - it's not rocket science!!!
I cancelled my account on 28th October and today 5th November I was billed for the fibre I never received. Unbelievable. Am at a total loss.... I lived in third world Africa for many years and never did I ever experience such incompetence or disgusting customer service as I received from John Lewis. A total disgrace. If I could have selected minus 5 stars I would've. Don't even consider this incompetent company. They should stick to selling clothes and leave broadband to companies who know what they are talking about.
  • Satisfaction
    1 star
  • Customer Service
    1 star
Surrey John Lewis Broadband  
As all the other reviewers my service from them has been appalling, sat on hold at the moment for 30 minutes and they still haven't even answered the call. They owe me over £300 from failing to provide a service and have still not paid... only interested in taking your money .. AVOID!
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    1 star
Aberdeen John Lewis Broadband  
Nothing but contempt for this company. So very helpful staff. Only been with them since 09/2017 and had nothing but hassle from day one. Connection is a big joke if you can connected at all? Its costing my Wife and I to break the contract £130:40 which we cant afford but what can one do? A decent service we need not keeping fingers crossed and praying when logging on. Back to the drawing board but who is a decent helpful company??
Under no circumstances give this compnay your business but PLus Net their server is a part of BT.

Never again has cost us money like it has other with their story's of woe
I give zero stars for all catogories i clicked Customer services in error.
  • Customer Service
    1 star
Herne Bay John Lewis Broadband  

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