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
    2.4 stars
  • Reliability
    2.7 stars

Based on 584 customer ratings since 2017-10-21 (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.

455 Customer Reviews for John Lewis Broadband

Reviewer Location Reviewing Date Ratings
Having seen some of the reviews, I wonder whether the people are dealing the same company. Apart from some delays in getting through on the phone, I found customer service excellent, very helpful and problems sorted very quickly with ringbacks and really useful information
  • Satisfaction
    5 stars
  • Customer Service
    5 stars
  • Speed
    4 stars
  • Reliability
    5 stars
shropshire John Lewis Broadband  
DO NOT DEAL WITH THIS PROVIDER! Ordered new internet and paid the first month. After reading all the reviews and realising that it is not John Lewis I decided not to proceed. I was told the refund would take 5 days. After a week called again to be told it would take 20 days. After three weeks was told it would take up to a further three weeks. Please save your time and money, KEEP AWAY .
  • Satisfaction
    1 star
  • Customer Service
    1 star
Grantham John Lewis Broadband  
Signed up last week and have now cancelled as poor communication. Phone operatives are rude - when you can get through on phone! They just don't have the capacity to offer a good customer service. Do not think John Lewis aligning themselves with Plusnet was a great move - certainly do not have same values.
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    1 star
Suffolk John Lewis Broadband  
very poor service speed not the right word customer service non existant
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    1 star
Glasgow John Lewis Broadband  
Unbelievable - no customer service whatsoever. Made arrangements to change from my existing provider as this appeared cheaper.
So easy to sign up to a contract. I was told an engineer needed to come to my house to re-install my old BT landline. Arrangements made and paid by me upfront. Within 12 hours had message to say there was a problem, and I needed to phone them. spent ages on phone listening to horrible musik. Could not get through. Went to new customers instead and through immediately. They said it was their computer problem and they did contract again and told me they would let me know when engineer would come to my house. Then got message Quote 'engineer will come to your property on .....'. So back to trying ring them again. Went back to option 1, 'New Contracts' Very officious, rude women told me she would transfer me to option 4 and back again to musik....
Then I did option 5 to cancel. Pleasant gentleman said no need for engineer to come to your house, so I asked what the hell I had paid £49.99 for? No answer to that. So I cancelled. In the three days since I made the original enquiry about changing, I have sat on the phone for about two hours for nothing. Cannot believe how dire this has been. So glad I have stopped it in time.
London 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  
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  
the worst customer service i have ever experienced
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    4 stars
  • Reliability
    3 stars
worcestershire John Lewis Broadband  
Absolutely terrible customer service. I applied for a broadband/phone deal and, 3 days after applying, was informed that my application had been rejected. I immediately cancelled the application and was told that my £25 delivery fee would be refunded. 18 days later I have been contacted to say that a cheque has been processed, but this could take up to a further 2 weeks to arrive. Their responses to my numerous emails on their on-line "Query' system reads like a comedy. Anyone considering a John Lewis/Plusnet broadband package has to be insane. I certainly won't consider them for anything in the future
  • Satisfaction
    1 star
  • Customer Service
    1 star
Wrexham 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  
We have been with John Lewis for 12 months without a problem. Leaving them for another supplier is a different matter. We received an email saying that our account would be closed without any cancellation fees being payable. That we thought was that done. WRONG. We have numerous demands for payments and threats to restrict our services, which John Lewis do not even supply. At the moment we are trying to retrieve nearly 100 pounds,erroneously taken from our account since our cancellation. We have had no help from them at all,just plenty of promises but no results. It seems ludicrous that a branch of John Lewis should be in such chaos. Stay clear.
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    2 stars
  • Reliability
    2 stars
Sheffield 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  
Total waste of time. I raised complaints and never phoned back. Waited 6 weeks for broadband never to be installed. AVOID!
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    1 star
POOLE John Lewis Broadband  
Given the low ratings for all major providers on here you would probably never switch from a problem free provider no matter how much they put up prices if you only read the bad reviews on here.

My experience of JL fibre ISP. Worked without a hitch with my high end ASUS router when changing the basic connection address and password. within a week easily hitting well above (75 MPS) minmimum speed (40MPS) even using a 128 bit VPN tunnel from the router client VPN setup.

8000 Avios did not track within 5 days (thats an Avios issue not limited to JL) but a quick email to Avios to add manual track and the 8000 Avios arrived on time. 8000 Avios should easily be able to be redeemed at 1p per Avios so 8000 Avios worth a minimum of £80.

£75 John Lewis Voucher arrived with stated timescale. Check.

overall very happy with JL broadband.
  • Satisfaction
    4 stars
  • Customer Service
    4 stars
  • Speed
    5 stars
  • Reliability
    5 stars
Leicestershire John Lewis Broadband  
Rubbish Customer Service! It is a big con - you THINK it is all with John Lewis and their values? In the provision of Broadband and phone services, it is PLUSNET - who ARE rubbish!. By association, John Lewis are rubbish indeed worse than that, they mislead you on matters of service provision.
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    1 star
highlans John Lewis Broadband  
John Lewis Brodaband has become impossibly bad. I've been with them for many years (initially as Waitrose)
Now problems with direct debit (no problem at my bank), support don't reply to queries and telephone support always has at least 20 minutes wait.
Currently I'm transferring my emails to another provider so I can move ISP.
I would recommend not touching them.
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    2 stars
  • Reliability
    2 stars
Cheshire John Lewis Broadband  
Absolutely terrible. I had to call them daily to get them to do their job! AVOID AVOID AVOID! It took over 4 weeks to get a new service up and running and that was with me calling them using my mobile to get anything at all sorted. They offered a measly free broadband for one month about £4.50! Constantly told it was all activated and it wasn't. Finally now have my service but will definitely ditch them once the 12 months has runout!
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    1 star
Kirdford John Lewis Broadband  
Had a few issues with my service from John Lewis broadband which took loads of calls and emails to sort, all of them from me as they seem incapable of contacting you back. Now that i have left they are still trying to take money from my account and emails asking for payment for a service they have stopped providing. Case has been open for 2 weeks with just comments and calls from myself. How they can call themselves John Lewis broadband is a joke, million miles away from the service you receive from the retail stores. Will never buy goods or services from them again because of this experience.
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    2 stars
  • Reliability
    1 star
Cornwall John Lewis Broadband  
Very poor service. Broadband regularly goes through phases where it drops out. Although customer support reset line, which cures issue for a short while, they never seem to get to root of problem. And getting through to them on phone is hard work - very long waits.
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    3 stars
  • Reliability
    1 star
Penzance 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  
We've been with John Lewis for less than a month (having been with Sky and BT for over 5 years before that) and the reliability of the broadbankd is poor low. We had no issues with the wifi with Sky or BT but have had issues since joining John Lewis to the extent we have not been able to watch anything properly online since joining them.
  • Satisfaction
    1 star
  • Customer Service
    2 stars
  • Speed
    2 stars
  • Reliability
    1 star
Notts John Lewis Broadband  
Stay away from JLB. I have been struggling with their service since i joined in March 2018. Inconsistent speed issue has been there since then and no one bother to resolve the issue. I raised so many queries but no concrete results.
There is so much of disconnect within the JLB team that one does not know what was done by another. Also, their portal has not been working since more than a month and I am not able to make the payment as i am not able to login the my account. Call wait time is > 30 mins which is pathetic. No call back system, no online chat system. Absolutely pathetic infrastructure and worse customer service I have ever had in my entire life.
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    2 stars
  • Reliability
    2 stars
Slough John Lewis Broadband  
John Lewis says it cannot take payment from my direct debit from which they have been taking payment for ages! My bank confirms that the direct debit is active and that there are no problems on my account. John Lewis say “ pay within 14 days or else!” They will not accept an email from me and whe I finally got through on the phone after 15 minutes of music the said they would take paynent over the phone. But when they tried they said that they can’t because nothing is owing! Offered to transfer me to accounts, but there was a 25 minutes waiting time! Service? Here is an IT service that can’t even sort themselves out. They know that I will have to put up with it because I don’ want to change my email address.
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    5 stars
  • Reliability
    4 stars
Ottery st Mary 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  
Started account early May 2018 because liked price but now NOT satisfied with service, Direct debit notice Not given (DD Guarantee states 10 days notice to be given when price difference (as prices of differ each month 10 days notice must be given each month, and NOT allowed to collect before set due date 5 months 5 different pay dates, and always taken before due date),speed (download 17 Mbps upload 1.2 Mbps)Customer service, unaware of product, DD rules, and the ability to communicate, overall cheap get what you pay for, no get less for what is paid for, My advice leave alone if you have not got the time to give them hassle, or of a nervous disposition, my score is 0, 0, 0, 0.
  • Satisfaction
    1 star
Edinburgh John Lewis Broadband  
Like another reviewer I have closed my account and JLB does not recognise this although I have their letter telling me how sorry they are I have left. I stopped my DD as after many phone calls as I could not trust them and sure enough today I had an email from them demanding payment by another means. In fact they owe me a refund but "due to a new accounting system" this will have to be by cheque. I cannot go on-line to discuss this as my account is closed and the phone line has a wait of over 10 minutes. I'm not surprised!
I would just ignore them if they did not owe me money and I could be sure they would not file a payment failure on my credit file.
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    4 stars
Hereford John Lewis Broadband  
broadband it low and often drops, for a rural area like this, it is passable,
customer service on the other hand is just not up to the job, JL snt me an email telling me there were problems with their system and they could not collect my direct debit on time, and they would inform me when they would collect it, they sent me an email saying it will be collected on or after the 13th, so they decided to collect it on the 12th, funds were placed in my bank on the 12th to cover the direct debit on the 13th, needless to say my once perfect record with my bank has now gone, I will be charged for their incompetence, and all they do is ignore my emails, on top of this they are saying now because I have not paid my account will be restricted, and would you believe their online payment through your account has been down for days, so even though I am trying to pay, I can't, needless to say I will be taking my custom elsewhere,
  • Satisfaction
    3 stars
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    1 star
bala John Lewis Broadband  
Quick review. Generally these who are happy with a service don't come to a website like this, but only those who are unhappy. We've been with JLB for about 6 months now, after many expensive years with BT. Should have done it years ago! A very positive exoerience. Thanks.
  • Satisfaction
    5 stars
  • Customer Service
    5 stars
  • Speed
    4 stars
  • Reliability
    4 stars
Wiltshire John Lewis Broadband  
Cannot get on to server to clear, therefore email not working. AGAIN!
Dorset John Lewis Broadband  
Worst Company ever. Stay away.
They forgot to close my account, over charged me and now cant refund my account (they say).
They want to send me a check when i an no longer residing in the UK!!!

Worst ever. No consideration...
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    2 stars
  • Reliability
    2 stars
Ilkley 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  
I thought i would try give John lewis, as my last Provider, Talk Talk were extremely incompetent from start to finish.I place my order with JL just over week ago in 29/9/2018 and was given three option of when every thing would be set up after Paying Nearly £90.

However this didn't get to plan, after waiting half hour on Saturday to get through i was sent a email basically stating wait till Monday.

So I phone Monday even though the first person i spoke to seemed inexperienced but polite he had told me it would take a further two weeks for every to be set-up meaning this would of been a month!. i then decided to cancel

I then had heated argument with one of their cancellation team member as he was telling ( couldn't get a word in edge ways) me this would be the same for any other provider to take this long ??.

in the end spoke to some more polite and i have now gone with another provider and i will be set up by the end of the week!

stay Clear if there is issues in the beginning i guarantee you it will only get worse!!
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    1 star
west midlands 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  
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  
Dreadful. I was with them for 1 year without trouble. Went away for 6 months visiting a sick relative abroad. Direct debits taken monthly.
Returned home to everything dead.
Connected but no broadband as I was connected to Sky at the exchange (mis-jumpered).
The Openreach guy ripped the master socket off my interior wall, damaging the cables. 2 more visits to get it fixed. BT Openreach very sorry.
JL then try to charge me £50 for the visits. Hours phoning them, always promising a manager would ring back. Never happened.
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    3 stars
  • Reliability
    3 stars
goole John Lewis Broadband  
What a waste of time this is, terrible connection that drops as and when it wishes, unstable internet when its 'working' no facility for changing direct debit date, tell you to pay manually by card but then completely cut access to your online account as soon as the day arrives! absolutely shocking service... AVOID!!!
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    1 star
Stockport John Lewis Broadband  
The actual broadband service is not too bad for the money. I just find them a pain to deal with through customer services. I simply want a vat invoice or vat number but they keep fobbing me off saying I don't need one as i'm a private customer. I'm self employed and pay VAT? This is simply BS. Anyone can ask for a VAT invoice at any retailers in the country. I just wonder if there's a VAT fiddle going on here? .. and we can trust corporates to pay all their taxes cant we?
  • Satisfaction
    3 stars
  • Customer Service
    1 star
  • Speed
    2 stars
  • Reliability
    2 stars
Leicestershire 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  
I have been very patient with the service dropping out regularly as I seemed lucky when calling the helpline. The last time I contacted JL the young lad who talked at me was vile. I was so upset that I am stopping shopping at JL and Waitrose. Have moved providers to a small company based in Devon who are professional and only very slightly more expensive.
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    1 star
exeter John Lewis Broadband  
I ordered JL fibre broadband on 10 August and was told that my broadband would transfer from BT to JL on 24 August. 21 August arrived with no router and no notification that the router had been sent. I phoned JL customer service to be told that the automatic router ordering process had failed. Apparently this was a known problem and JL were working on it (in which case why did JL not put a manual fail-safe in place until the automatic process was fixed?) I was told that the router would be sent out immediately but that it would take up to 5 working days to arrive. That would have been four days after the transfer date and it would have meant a Bank Holiday weekend with no broadband. If a company screwed up this badly before the service even started, it didn't bode well for the future, so I cancelled the order. Customer service were efficient enough when I contracted them; but they seemed totally disinterested in the fact that their (or more likely Plusnet's) systems were so unreliable.
  • Satisfaction
    1 star
  • Customer Service
    3 stars
London 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  
How can anything be linked to John. Lewis that is so poor at basic customer service !
Told my speed between 6-17 mbs was only 10.7mbs which in their eyes is more than acceptable - funny they won’t reflect this range in their prices
They refuse to fix speed problems, I was advised by tech support that as my telephone point switch was an issue to remove the front cover and has been like this ever since
Told by tech support that a new router may not fix issue but have to sign a new contract to even try
Can anyone recommend anyone better than these cowboys?
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    1 star
Home broadband John Lewis Broadband  
Switched from BT and I really wish I hadn’t. Having had 31MBPS consistently from BT I now get 6-9 MBPS from John Lewis. Two phone calls to John Lewis technical support got me nowhere - then get passed around the order department, back to tech support and back to orders. They can see there is a fault on the broadband, which they tried to blame on my equipment. Then they claim they can’t find my landline. And still I get slow broadband. Appalling service.
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    1 star
Lincoln John Lewis Broadband  
Not at all the service expected from the reputation of John Lewis. I have cancelled set up of contract as they were unable to provide a service, unable to respond to communication within 24hours as stated and responses when finally received were inadequate. John Lewis currently promoting deals they can not cope with. Avoid!
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    1 star
norfolk John Lewis Broadband  
Terrible service throughout contract.

Was promised broadband long long before it materialised.

Given shoddy router that struggled to stay connected, the password would scramble. Called up numerous times during first 12 months when only fixes were offered that only half did the job.

As soon as 12 months were up they said 'oh that's a router problem but you'll have to pay for a new one as it's now out of warranty.' Nobody had suggested the router had an irreparable fault when it would have cost them money, grubby.

Staff were often rude and unapologetic throughout the whole thing.

Cancelled the contract in June in a call where I was given contradictory information by different agents about what I'd be charged for end of contract.

Got charged for July despite cancellation, complained and was indignantly asked 'are you sure you cancelled?'. They then went and listened to the cancellation call and I was promised refund (but no apology which is typical of JL Broadband) no refund has come and then I was charged for August.

Never ever touch John Lewis Broadband. Not worth the hassle to save £1-£5 on an even half decent service. Unless you're specifically looking for unapologetically useless broadband - then go ahead
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    2 stars
  • Reliability
    1 star
London John Lewis Broadband  
If you thought the Broadband service was bad, just wait until you try to leave. Despite being out of contract I have been incorrectly billed on THREE occasions, and my complaints have been escalated to at least three departments. The phrase "How many staff does it take to change a light bulb" certainly applies here. Regret not able to leave less than 1 star. Customer service is abysmal Avoid at all costs
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    1 star
Nottingham John Lewis Broadband  
Right, as promised. Further to my review from the 14th August 2018.....I have now had another few disconnections... my thoughts-

- Some (not all) of the disconnections appear to be due to the DLM system LOWERING the SNR value from default 6db to 3db (the lowest setting) This lowest setting 3db allows (usually) for MORE speed if your line is stable. Mine has now settled at this 3db value and am now sync'd at over 60 mbps.

- The supplied modem/router: zyxel 8924 b10a was on firmware V10 (from 2015 I believe?) John lewis never updated it even after I asked them to, so I carried out the upgrade to V21 then V23 or V24 myself. So far so good, touch wood.

- I incorrectly stated I would use my old BT smart hub 6. This didnt work as the username didnot accept the @john-lewis.com. I think the '-' (hyphen) causes a problem.

- I sucessfully connected with the BT BUSINESS smart hub 6 (product code 088315). Our username @john-lewis.com WAS accepted.

So, after the initial teething problems, it appears to be ok now. Their email support tickets are answered very slowly. I've found the call wait times not too bad, but I suppose it's dependant on the time of day you call.

So, I have adjusted my ratings for John Lewis BB given the better conditions at the moment. Service, connection, speed and reliability have improved so, its only fair my ratings should reflect that.
  • Satisfaction
    4 stars
  • Customer Service
    3 stars
  • Speed
    5 stars
  • Reliability
    4 stars
London John Lewis Broadband  
awful just awful
They just want to get you off the phone .They don't solve the problems they provide stock answers when that is often not needed .speed ( actually using the word speed is a misuse of the word) of 0.35MB yand no I haven't put the point in the wrong place!
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    1 star
cheshire John Lewis Broadband  
Wow, how did not come across all these reviews earlier. Similar nightmare here..
Been with Plusnet, BT and now John lewis, all the same group (incl EE).
Within the first 5 days have had at least 6 disconnections at random times, support says, 'all ok 10 day training period?', thats ADSL not Fibre! Package ordered was 80/20 fibre extra, found out I was on 55/10, did they refund me, no of course not. Zyxel router supplied by JL on firmware version 10, current release 21? Would they update this for me? 'will happen in time'...cannot understand why I have so many issues, no engineer of course...first 10 days sir...

Please, save yourself the hassle, there is something very wrong here at JL, go elsewhere if you have a choice. As I have been with other isp's that use the same infrastructure BT and plusnet (without any issues), I can only conclude the supplied zyxel 8924 b10a modem/router is at fault, how I do not know. Next time I get a disconnection I will replace the zyxel with the BT home hub 6 or the old and still trusted HG612 3b modem in conjunction with my own choice of router.

Good luck out there! Stay away if you can. Will update after I swap out the hardware with old BT smart hub and/or HG612.
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    4 stars
  • Reliability
    1 star
london John Lewis Broadband  
I wish I had checked the reviews before signing up, I foolishly went on the name. the service is appalling I finally got my broadband after 6 days of phoning and being on hold, two open reach visits which never happened and they have offered to refund the weeks broadband I didnt have as a gesture of goodwill, beyond amusing AVOID AT ALL COSTS.
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    1 star
suffolk John Lewis Broadband  
3 days shy of a month and zero service or any contact. No letter, no router, no response to 4 online queries. I’ve cancelled my direct debit and wished them luck pursuing me based on their egregious failure to provide any form of service whatsoever. STAY AWAY (it’s run by Plusnet but they were bought out by BT when they got too successful, that’s what BT do then run them into the ground. It’s clever).
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    1 star
Lymington, Hampshire John Lewis Broadband  
I decided to switch to John Lewis for precisely the same reason as several others here, John Lewis’s good reputation. I was not initially advised that’ll email was web based, I found this out when I couldnt get mail direct to my mobile after speaking to a guru at O2. This was bad enough but then my home internet connection was so spasmodic I didn’t know how long I could suffer this. In the end I switched provider. JohnLewis certainly got their own back on me, they completely destroyed all my current email and all my contacts. Nothing left and no way to recover hundreds of missing email addresses other than from memory and a few helpful friends. I am extremely annoyed to say the least, not sure who to contact to vent my anger.
Surrey John Lewis Broadband  
If the service is bad, just wait until you try and close your account. Despite a letter confirming I was out of contract, I was billed a cancellation charge. After protesting this was reversed, only for me to be billed again for ongoing service, and their email to me does not accept replies. Told to use their QUERY facility which just goes round in circles. More than glad I'm leaving.
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    2 stars
  • Reliability
    2 stars
Nottingham 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  
This is truly dire customer service. I have obviously made a huge mistake choosing John Lewis Broadband. 16 working days now (22 filull days!) and no phone or broadband/router. Not even a response to my request for information. I wish I’d cancelled within the 14 days. So disappointing.
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    1 star
Lymington, Hampshire 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  
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  
Worst provider I have ever had. Cant wait for my contract to end.Super slow speed, frequent crashes and all I get from customer service is "speed as advertised".Add one more device and everything is even worse. Would never recommend.
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    1 star
Coalville John Lewis Broadband  
I've been with John Lewis B/B for over 10 years. There service has seriously deteriorated. I am now without internet and email.I can no longer get into any of my accounts due to an Authentication problem they are having. Two new routers in ladt three weeks. Non of my passwords work. They have changed them twice without my permission. Not notified me of change so again I have no service at all. Open reach called out twice. They say it's being dealt by there fault team and will take sometime to resolve. Apparently many customers are affected including those with greenbee usernames. No one knows what they are doing support is disgraceful I am relieved that I am going over to a new supplier next week. Dont touch them
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    3 stars
  • Reliability
    1 star
Sudbury suffolk John Lewis Broadband  
Truly shocking customer service; lack of consistency when dealing with complaints; can’t get hold of manager; issues with my DD which they still haven’t resolved 4 months later!
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    3 stars
  • Reliability
    2 stars
Manchester John Lewis Broadband  
Simply dreadful on all fronts. Lower speed. No service. Terrible set up. Terrible customer service. A complete joke. Bt cost more but at least it worked.
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    1 star
Devon John Lewis Broadband  
I went for John Lewis because of their reputed customer service. Unfortunately, a lot of them have very strong accents which I can't understand. Although it is relatively easy to get through to them (MILES better than BT or TalkTalk), the broadband speed is really poor. I cannot stream films on wi-fi so the TV has to be wired up to the router. Quite often, the speed is so slow that even that doesn't work, even though I'm in a city, not deep in the countryside. On their advice, I've changed channels but nothing really helps. Not impressed but now tied into the contract for a year, unfortunately.
  • Satisfaction
    3 stars
  • Customer Service
    4 stars
  • Speed
    2 stars
  • Reliability
    2 stars
Kent John Lewis Broadband  
I've been with various different broadband companies over the years, with mixed results, but John Lewis Broadband, and by extension Plusnet, the actaul provider, are without a doubt the worst provider I have ever seen.The speed is incredibly unreliable, constantly fluctuating an average of 5mbps to 0.2mbps in the space of minutes, having short periods of stability followed by days or weeks of abysmal service. Customer service is about as reliable as the network itself; it can take several days to get support, and when you do they always say the same thing about resetting things on their end, only for service to continue as normal... which is to say awful. I'm lucky enough to be the only member of my household who has managed to get a wired connection to my PC, and although that can reach decent speeds it will drop on a whim, and plans of gaming with friends can quickly devolve into disappointing night spent unable to connect to anything. The upoad speeds are so bad that attempting to upload anything, even small files like oictures and even long messages can cripple the entire service for several minutes. When trying to upload larger files the entire service is unuseable as it send your important files 1kb at a time; I almost failed an important university module when it took 6 hours to upload half of a 1.5gb file before the service cut out completely and it had to start again. Whether you want this service for work, school or leisure I can whole-heartedly reccomend you look elsewhere and forget that John lewis even supplies broadband... God knows they don't seem to remember themselves.
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    2 stars
  • Reliability
    1 star
Manchester John Lewis Broadband  
Really dreadful. Worse than I expected.
The line was "mis-jumpered" in the cabinet, despite JL / Plusnet telling me all was OK. I had to risk £65 for an Openreach engineer to visit and sort it out.
JL promised me 2 months free service for the trouble, but didn't credit me.
My home phones don't ring when someone calls. Waiting for Openreach again, as a "line card" is faulty in the exchange.
Phoning JL customer service takes you to an Asian call centre, located in Leeds. Aggressive, awkward and unhelpful.
Go to another provider. Any other. Don't buy JL.
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    3 stars
  • Reliability
    1 star
goole John Lewis Broadband  
It was cheap for the first 12 months. The switch to them was smoothish ( though my old provider alleged they weren't informed by them which caused a billing problem. ) Speed has been as promised. Issue has been periods of intermitent cutting out. Not brilliant but for the price of the 12 month introductory contract I would recommend if on tight budget.
  • Satisfaction
    3 stars
  • Customer Service
    4 stars
  • Speed
    4 stars
  • Reliability
    3 stars
Whitehaven John Lewis Broadband  
Decided to sign up with John Lewis and was given details of their Email service the rest to follow later. Attempted to set up the Email on the Mac Email client. Despite all the settings being correct according to information provided, it just wouldnt work. Have never had such a fruitless fight with an email service. Took this as an indicator of the rest of JL broadband so ditched them.
  • Satisfaction
    1 star
Sevenoaks John Lewis Broadband  
Broadband was okay sometimes slow at odd times during the day. The worst part of my experience with John Lewis broadband was the set up and termination. The setup took over a month!! They would book someone in to set up the broadband and then this would be cancelled a few days later and prosponed to the following week. This happened twice! It was so inconvenient as they gave very little notice to the cancellation (I booked days off work as I had to be home for the setup. When they cancelled I lost out on holiday!!!! Very frustrating) The broadband was okay once up and running but sometimes it could be slow during random times of the day/ evening for no reason. The worst experience I had with them was when I tried to terminate my contract. I had left the country and was not able to make phone calls so I sent a message through the portal. The response I received was unhelpful to say the least... I don’t even think they had read the message I had sent! When I call up instead however, they were rude and uncooperative. I was expecting to be charged as I was leaving early but the service I received was some of the worst customer service I have ever experienced. I will never choose this provider again!!!!
  • Satisfaction
    2 stars
  • Customer Service
    1 star
  • Speed
    4 stars
  • Reliability
    3 stars
Nottingham 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 had John Jewis Broadband for 1 year and 5 months now. first 6 months speed and reliability were fine, after that it started disconnecting alot, speed was awful. I have called numerous times to customer service, I am being told always everything is fine. past couple of months has been slightly better but it's been absolutely awful last week. I have saved all my speed tests since, even at 1am, the download speed is under 1mbps. nothing has changed at the property, we have already changed 1 router from you, so you tell me what's next. definitely a problem at your end.
  • Satisfaction
    2 stars
  • Customer Service
    3 stars
  • Speed
    1 star
  • Reliability
    1 star
Marchwood John Lewis Broadband  
I Chose John Lewis Because I knew i would get decent customer service .There is no way i would do BT,Virgin or Talktalk after trying to get through to their customer services ,1 hour on hold , a light hearted conversation with a robot which quickly escalates into a serious argument ,with a robot ,because after a brief interrogation it wil not accept my mothers aunties grandmas middle name .Whoa betide you customer services when i finally speak to a human.
Anyway had a slight problem on activation day ,ran customer service ,Pressed one button and "Bingo " A Human Vice ,
Thank you for treating me like a customer
PS> Broandband is decent too.
  • Satisfaction
    5 stars
  • Customer Service
    5 stars
  • Speed
    5 stars
  • Reliability
    5 stars
Leyland John Lewis Broadband  
Worse broadband I have ever had. When I joined John Lewis broadband I upgraded to fibre optic thinking this would make it quicker but it was slower than I've had for years and the service was intermittent (daily crashes). I would have called for technical support but was advised I have to go through a long complicated process trying to get it fixed myself before calling - I'm not too bad with technical things but I couldn't follow the directions. I have now moved to BT and have fast reliable broadband but John Lewis keep sending me bills! Only on leaving did I find out that John Lewis broadband is Plusnet. I would recommend avoiding at all cost - unless you don't actually need working broadband and you're happy to continue being billed after you leave them!
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    1 star
Kent 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 wouldn’t recommend this service constant connection problems very unreliable connection when streaming videos. Customer service staff seem clueless! I was with BT before I joined in August 2017 which was good but more expensive. However I regret leaving and will not be renewing my contract I also can’t wait to leave.
  • Satisfaction
    2 stars
  • Customer Service
    2 stars
  • Speed
    2 stars
  • Reliability
    1 star
Bristol 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  
Very disappointed with John lewis Broadband and customer support. Cant wait till my contract ends and I can switch. I would absolutely not recommend them.
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    1 star
Aberdeenshire John Lewis Broadband  
Absolutely awful. Since November I've had to call them a couple of times a month, now evey week almost. The internet goes down daily. We've had a router change and two engineer visits, no communication on the problem other than 'It's fixed'when it clearly isn't. The worst service and product. Highly frustrating especially when I work from home once a week. The tech centre know as much about it as I do (very little). Wer3 changing providers asap
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    1 star
Macclesfield 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  
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  
I have been a John Lewis broadband customer for 3 months now and have already started thinking to quit. Problem started since the the order of the service where it took 14 days to activate the service. Since then there is no ending of the problems with the internet speed. I have 17Mbps plan and have been living with the speed from 0Mbps to 5 Mbps with continuously erratic speed of internet. Raised complaint and called customer care multiple times but the issue remains same. Reaching out the customer care service is a pain. There are different teams/departments within John Lewis who seems to be totally disconnected. One agent does not have any idea what has been done by other. When called the customer service and discussed the speed issue, first of all the agent was not at all agreed that there is a problem with the internet speed. After a while, after talking over the phone and troubleshooting, finally they agreed that there is a fault from there side. Since, then the speed seems to be erratic and inconsistent. I am loosing the hope now and thinking to come out of the contract based on the pathetic product and customer service i have received so far. A huge disappointment on the product provided by the brand name like John Lewis.
  • Satisfaction
    2 stars
  • Customer Service
    2 stars
  • Speed
    1 star
  • Reliability
    1 star
Slough John Lewis Broadband  
Phone switched on the planned day. Broadband took a further 7 days to connect, leaving us without internet for a full week. Daily calls to customer service were promptly answered, but staff were unable to provide convincing status updates or expedite resolution. After being past from department to department for a week, someone eventually spotted that the service hadn't been 'automatically' activated as it should have been. Now running service is Ok.
  • Satisfaction
    3 stars
  • Customer Service
    2 stars
  • Speed
    4 stars
  • Reliability
    1 star
Warwick John Lewis Broadband  
It appears time travel is possible. Having been with John Lewis for less than a month it appears that I have travelled back to 1989, today the ever loyal call handler suggested that 4Mbps was actually only possible with a wired connection!! If only I had not assumed that all broadband providers were the same, if only I had realised that the John Lewis name does not attach the same quality in all situations, if only I had realised that life is too short to worry about rubbish broadband!! Please think carefully before signing up to this shambolic company!!!
  • Satisfaction
    1 star
  • Customer Service
    2 stars
  • Speed
    1 star
  • Reliability
    1 star
Devon John Lewis Broadband  
Fast & cheap!
I get a solid 20Mbs all day every day - no need to pay extra for fibre.
Customer services are excellent. It's provided by Plusnet, who are owned by BT.
Plusnet has got a good web forum where the staff moderators are v helpful.
  • Satisfaction
    5 stars
  • Customer Service
    5 stars
  • Speed
    5 stars
  • Reliability
    5 stars
Devon John Lewis Broadband  
The router is really really bad. I get a strong signal from my old router which is on the opposite side of the house than when i'm in the same room.

When I spoke to customer services, the guy kept blaming it on radio waves and channels even though i explained that I'd tried multiple channels. Eventually he agreed the router was very basic and that I should buy my own router if I wanted better signal.

His tone was very unsympathetic, and condescending. He tried to blame things outside of John Lewis' control which was very irritating as it wasn't true.

Anyway, the router has died - didn't even last 4 months. But they will be sending me the same old rubbish router.

No way will I be staying with JL
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    1 star
Ilford John Lewis Broadband  
The line has not changed since I switched from BT. The issue was and maybe for a lot of people dissatisfied with the service, the cheap router provided. It's single band, unable to do 5GHz, means that it is reliant on a very congested set of channels. This is particularly problematic in built up areas. If you're having issues, then try a WiFi analyser and see the quality of the channels in your area. My dropping off of connections and the irractic speed were solved by investing in a modern mesh router. I am now getting the same speeds I got with BT. The BT home device is a top end router and you will suffer changing to a budget router. The cost of my new router has definitely dented the savings I got from switching from BT.
  • Satisfaction
    3 stars
  • Customer Service
    5 stars
  • Speed
    5 stars
  • Reliability
    5 stars
London John Lewis Broadband  
First day of use absolute disaster. Automatic set up didn’t work and told to use Android phone or windows. We do not have either of these using iPhone and Apple software. Was told to download Firefox that didn’t work either. Have cancelled and will return to BT. JL has promised our deposit back. Watch this space
  • Customer Service
    2 stars
Brekshire John Lewis Broadband  
I have never received worse service from a broadband provider. Never go with John Lewis again.
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    2 stars
  • Reliability
    1 star
London, Greenwich John Lewis Broadband  
I have decided to complete this review as all the others were bad about this service; probably because of with a service like this why do a review if its good.

So yeah I ordered easily online, they switched my line over from BT (which I was glad about since I didn't have to call them to cancel) it was just get home switch the router and I was back online!

The online portal is good and even shows you your usage. I did have to call Customer Service and had no problems. I hadn't received an activated email but they did it for me and a simple refresh and it was all there.

I give it 5 stars for speed. My speed isn't actually good by todays standards (4mbps) but its what my line can do so I guess 5 stars for giving me the max speed that my line can do. *Fingers crossed for fiber*

The router has no AC capabilities which is a shame and is essentially a Plusnet Hub One with only the Sagemcomn branding on it.

I am on the Normal Broadband as there is no fibre by the way.

Anyways works fine and have no problems!
  • Satisfaction
    5 stars
  • Customer Service
    5 stars
  • Speed
    5 stars
  • Reliability
    5 stars
Yorkshire John Lewis Broadband  
John Lewis Customer Service????? Clearly this doesn't apply to their Broadband. I had a problem with my Broadband Service continually dropping the connection (this is after being with JL for 3 Months). I informed technical help that it was a Router Issue. I was told I needed to agree to an Engineers Visit at £65.00, this I reluctantly did. Engineer arrived checked line etc and told me it was a Router problem. A new Router was sent to me. I have now been presented with a bill for the Engineer's visit despite being continually reassured that this would not happen. I rang today to be told you have to pay for the visit and we will credit the charge back to your account. #2monthsbeforeican leavethesecowboys
  • Satisfaction
    1 star
Stamdfor Lincolnshire John Lewis Broadband  
I have been a very loyal John Lewis customer for decades so when we moved into a new house three years ago I signed up with JL phone & broadband. The basic broadband was ok but not brilliant so in January this year I changed to fibre broadband. Regular dropouts, slow, hours on the phone, going through pointless routines. OpenReach sent out to have a look - engineer said there was no problem with the supply but that the suppliers systems seemed to repeatedly flip out the username & password in the router back to factory settings. Frontline people on the helpline can only follow a script, which refers only to an immediate issue. When I asked to speak to a manager he said he wasn’t technical so couldn’t discuss the problem. In fact he said as far as they were concerned there was no problem. All deeply frustrating. I am in the process of changing to Zen - and John Lewis are trying to slap a cancellation charge of around £100 on me for withdrawing from the contract. Unbelievable. I have taken legal advice from Which Legal to challenge this. What a thoroughly inept and unprofessional shower.
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    1 star
Cumbria John Lewis Broadband  
Took over a month to connect the service. The standard unlimited broadband service is always cutting out, too many drop outs. Sometimes the speed reduces to less than dial up speed. I have complained numerous times, the service has not been satisfactory ever since I joined them some 14 months ago. I have asked for a refund many times, alas my request falls on deaf ears.
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    2 stars
  • Reliability
    1 star
Essex John Lewis Broadband  
Stay away from them 1 month still no broadband the date it was meant to be turned on still didn't work said there was a problem with my line and that an engineer was calling out I took a day off work and the engineer didn't show phoned them they said he changed the date and they could of told me I cancelled the broadband service and they still took money from my account I went with ee broadband two weeks broadbands in and working great
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    1 star
Downpatrick John Lewis Broadband  
Broadband speed is attrocious with frequent drop outs. Customer service unable to rectify this. Enough, i'm off to find another supplier.
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    1 star
Trowbridge 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  
Order arbitrarily cancelled over one week after placing it. No communication made prior to this. On the phone for half an hour before I get through to someone who is able to explain the situation. The woman was rude, and denied responsibility for the fiasco blaming her automated system (John Lewis) and the transferring phone company (bt retail, apparently). At no point did she take the view that I was correct and there was a mistake at her end.

Having to call BT myself I have confirmed that there is indeed no active phoneline at the property and therefore it is definitely an administrative error with you guessed it.

On calling them back I was again dealt with rudely this time by a male operative who again sought to deny responsibility saying the fault was now with btopenreach. I had to explain to the second operative in as many days that my contract was with John Lewis and the third party arrangements they had, functional or otherwise, were nothing to do with me.

This operative offered to set up connection of a new line but was not prepared to expedite the process to keep to the original order date, despite wasting hours of my time due to their own screw ups.

I am utterly appalled by this fiasco and how I have been treated throughout it. The do not even have a stock I can short.
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    1 star
Newmarket John Lewis Broadband  
Order arbitrarily cancelled over one week after placing it. No communication made prior to this. On the phone for half an hour before I get through to someone who is able to explain the situation. The woman was rude, and denied responsibility for the fiasco blaming her automated system (John Lewis) and the transferring phone company (bt retail, apparently). At no point did she take the view that I was correct and there was a mistake at her end.

Having to call BT myself I have confirmed that there is indeed no active phoneline at the property and therefore it is definitely an administrative error with you guessed it.

On calling them back I was again dealt with rudely this time by a male operative who again sought to deny responsibility saying the fault was now with btopenreach. I had to explain to the second operative in as many days that my contract was with John Lewis and the third party arrangements they had, functional or otherwise, were nothing to do with me.

This operative offered to set up connection of a new line but was not prepared to expedite the process to keep to the original order date, despite wasting hours of my time due to their own screw ups.

I am utterly appalled by this fiasco and how I have been treated throughout it. The do not even have a stock I can short.
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    1 star
Newmarket John Lewis Broadband  
Agree with the poor reviews. Customer service is abysmal, never contact you before the 24 hours are up. I didn't know before I signed up that it was run by PlusNet (owned by BT) had bad experiences with them in the past and resorted to legal and obtained compensation.
  • Satisfaction
    2 stars
  • Customer Service
    1 star
  • Speed
    3 stars
  • Reliability
    1 star
Horley John Lewis Broadband  
Please believe the poor reviews you read here. I have never before left a review but this one needed doing. Two days before I was due to move over to John Lewis I still hadn't received a modem so I rang them. Without boring you with all the details, they had cancelled my broadband with BT, but then found they could not supply me wit internet. Never bothered to tell me this, never bothered to cancel their contract with BT and have left me with no internet and no provider. If you choose to ignore all the poor reviews you may like me deeply regret it.
  • Satisfaction
    1 star
  • Customer Service
    1 star
staffs John Lewis Broadband  
When I first signed up they failed to supply broadband on the agreed date . We waited 5 days for connection 4 months into the contract we now have a fault no broadband for 6 days complete joke.
  • Customer Service
    4 stars
  • Speed
    2 stars
  • Reliability
    2 stars
Scarisbrick John Lewis Broadband  
Absolutely useless. Thought I was signing up to a company with a good customer service. Instead its Plusnet with a different name but with all of their dreadful service. They care nothing about the customer, do everything wrong (eg try to sign me up a week before I move, connect to the wrong property and so on). Plusnet, TalkTalk and John Lewis Broadband are all terrible: pick one of the smaller suppliers if possible (sadly they don't cover this location).
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    1 star
Cornwall John Lewis Broadband  
Truly, a terrible service. Support staff are pleasant, but have no answer to continual service failures, and download speeds constantly below 2.0 Lowest speed recorded 0.29 And this in Greater London. During previous failures, they had me co-operating in various on-site tests, without finding any fault. Now they want to do it again. I'm on the brink of simply cancelling my direct debit, in effect challenging them sue me in the county court. I'll be good and ready.
  • Satisfaction
    1 star
  • Customer Service
    3 stars
  • Speed
    1 star
  • Reliability
    1 star
Romford John Lewis Broadband  
if you are using an ISP than used openreach, there won't be much of difference in performance

what set them apart is the quality of the router and their customer service.

unfortunatly for john lewis though their customer service is very good (should be after all they are using plus net staff) their router is next to useless.

unless you are using a wired connection and even then only got once device connected you will have problems.

broadband works fine if you use a decent router either directy or connect wire device to their router.

having tried a few routers (have a box full from over years) you can get better performance with a bargin basement router from likes of amazon then with the provided john lew router
  • Satisfaction
    1 star
  • Customer Service
    5 stars
  • Speed
    1 star
  • Reliability
    1 star
Decon John Lewis Broadband  
I have had a Waitrose email address for many, many years. There was no problem until JL used PlusNet and instead of a Waitrose webmail site I was directed to the webmail John Lewis broadband page/site. On the previous Waitrose webmail (intuitive interface) I could easily delete emails from my inbox to free up space. This has been impossible with the new site. At present I have had no incoming mail for four days, the webmail shows almost 2,000 messages and 100% full. Three calls to 'support' and an email and still no action or reply. As soon as this is sorted I am going to change provider.
This is not up to John Lewis standards and very disappointing.
  • Satisfaction
    1 star
  • Customer Service
    3 stars
  • Speed
    3 stars
  • Reliability
    2 stars
Lonson John Lewis Broadband  
I agree with previous comments, John Lewis should break their association with Plusnet. The customer service is DIABOLICAL absolutely not what one is used to with John Lewis. The call handlers are rude, surly and ignorant. Avoid at all costs
  • Satisfaction
    3 stars
  • Customer Service
    1 star
  • Speed
    3 stars
  • Reliability
    2 stars
Retford John Lewis Broadband  
Had JL broadband for a year. Broadband was extremely slow in the evening towards end of contract. Customer service was good when I needed to contact them about technical problems. However the billing department is inept. My final bill was vague, so I asked for an itemised bill so I could see what I was paying for. After six weeks I'm still waiting despite numerous reminders. Rather than provide the information they passed the bill to a collection agency. Promised phone calls but they never call. Overall I would avoid.
  • Satisfaction
    2 stars
  • Customer Service
    1 star
  • Speed
    3 stars
  • Reliability
    3 stars
Caithness John Lewis Broadband  
After a nightmare year with Talktalk I spoke to friends and decided to move to John Lewis. I wish I hadn't bothered!! At least with Talktalk I had Internet!

They said they'd take care of everything so I left them to it. Then with a week until switchover I still hadn't had the router. I went on the site and it said 'use our online query and we'll get back to you within 24 hours.

48 hours later, nothing. So I messaged again. I got a reply saying they'd take over the line on 28th. I replied that I knew that! What about the router??

I finally got a reply on 27th saying they'd dispatched my router and it would be 3-5 days!!

I called them and said that wasn't good enough. If they couldn't give me the full service I want out. I was told it was too late to cancel but I should have the router the day after activation and they'd credit me back for the time I was without Internet.

It was clear I had no choice so I left it.

So now it's the 'next day' and I've just had an email saying the router has just been dispatched!!!!! So they lied to me!!

I wish I'd found this site before I signed up. I'd have gone elsewhere.
Swindon 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  
Nothing wrong with the Broadband supplied ! Its pretty good. But they encourage you to contact them by online Query form , that says they will reply in 24 hours , But they don't , 5 days and counting !
  • Satisfaction
    3 stars
  • Customer Service
    1 star
  • Speed
    4 stars
  • Reliability
    4 stars
Faversham John Lewis Broadband  
I made the switch a couple of weeks ago as BT so expensive now. Seamless transition despite a problem with BT having my postcode wrong which delayed JL picking up my account. Phoned the JL hotline about 4 times to check that BT was sorting things out and every time the call was answered promptly and by knowledgeable staff. After trying to do a deal with BT to improve their pricing they finally matched the JL deal a couple of days before my transfer, but I’m glad I told them to get lost as I’ve doubled my download and upload speed and the new router does not need rebooting every few days, which the BT one did. Very Happy. New Router worked as soon as JL sent email to say it was ready.
  • Satisfaction
    5 stars
  • Customer Service
    5 stars
  • Speed
    5 stars
  • Reliability
    5 stars
Liss John Lewis Broadband  
Switched to JL one month ago. Everything fine till last week when broadband stopped suddenly. I was using my own router so plugged theirs in and still no internet. They sent bt engineer on premise if it was internal problem I would be charged £65.
Broadband came after 5 days and was in house for 4hrs till finally I've said nothing wrong with their end and to contact JL stating their had been a few problems in the last couple of days with JL despite teaffic from house to openreach being perfect, and suspected JL had changed/deleted usernames or passwords which allowed access to bt network.I rang JL and advised them of this and he generated new password for me to enter into router admin pages and voila it was fixed thanks to my intervention and thoughts of the bt engineer.
However, next day I had no broadband so rang up and was told there was no issue as it was fixed. I advised the router had no broadband lights on meaning there was no traffic at all and after he read his notes said that JL had authorized bt to cease and restart the service to try and fix. Obviously the rep I spoke to forgot to update the account stating it was fixed so now have to wait 5 days for a new line, when there was nothing wrong. Absolutely useless and technical supervisors narrow minded not to accept their ineptness. Luckily I was on a monthly rolling contact so BYE bye JL.
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    2 stars
  • Reliability
    1 star
Newcastle John Lewis Broadband  
These guys are a bunch of clowns: they have not provided any internet to my house for nearly two weeks and ignored all messages asking them to fix it. The internet they have provided has been cutting out on and off for the last year. I have now cancelled.
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    1 star
Islington John Lewis Broadband  
Dear John Lewis, please separate yourselves from JL Broadband. I'm so sad that you have ruined the good name of your store by associating yourselves with PlusNet. I recently switched to JL Broadband from BT partly because of competitive price but mainly on the basis of the John Lewis brand and an expectation of exceptional customer service. How wrong was I. I urge anyone thinking of switching to JL Broadband to avoid this at all cost. Reasons: complete failure to switch on our broadband service on the first day of the contract (BT had switched it off, so we were without broadband for a few days); failure to send out a router so that it arrived before the switch over date; customer service and technical helpline people who were the most incompetent I have encountered in quite some time (example: when eventually up an running on the internet, the max speed I could get was 0.41mbps, yes, only 0.41. The week before with BT it was 3mbps (not great but very acceptable where I am in Devon (rural). The Technical Support chap I spoke to could only say: "Oh, that's unusual, I don't know what to do about that, yes, really unusual and beyond me". I asked what he would do next and he said "I don't really know, I don't have the ability to resolve this one". I had to really push him to escalate it, and whilst he raised a ticket online, I heard nothing more for a few days so I chased. No one was actioning anything. Instead they managed to lower my speed today to 0.16mbps). I give up - I will now try my best to cancel this onerous 12m contract but having read other reviews I suspect this could be quite a challenge. John Lewis - if anyone from your wonderful organisation is reading this, please remove yourselves from this ridiculous arrangement with PlusNet.
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    1 star
Devon John Lewis Broadband  
I take the engineers about a month to install the broadband. You pay one month for nothing. When you put your order they suggest times within a week. Very disappointing! The reason I chose them over BT is that they offer the service for only 12 month instead of 18.
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    3 stars
  • Reliability
    3 stars
Cardiff John Lewis Broadband  
I have just moved to a new supplier after a one year contract with John Lewis was over. I couldn't wait to leave.
From the outset, they botched the transfer when I first joined, leaving me without internet. The claimed superfast broadband was woeful - slow, unreliable and expensive. Despite several online customer support requests, they just did not help or appear remotely interested. After telephoning to inform them I would be leaving and now being with a new supplier, they have just sent me another bill - two hours on the phone to them yesterday to try and sort it out and it’s still not resolved - utterly incompetent. They do not reflect the good name that John Lewis, the retailer, has. This is Plusnet in all but name. I would not recommend John Lewis broadband at all and I’m glad to see the back of them.
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    1 star
Doncaster John Lewis Broadband  
SUPER FAST FIBER customer service nil,connection goes every morning,when it comes on again it is poor,contacted them,they replied back that if it was found to be my equipment or internal wiring,they would charge me £50,I have since found out they are PLUSNET who I was once a customer,left them because of there poor service,only to end up with them again under a different name ,stay clear youve been warned
  • Satisfaction
    2 stars
  • Customer Service
    2 stars
  • Speed
    1 star
  • Reliability
    3 stars
NEWPORT 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  
JohnLewis botched the transfer from Sky which meant I spent 3 weeks with no phone or internet access whatsoever. When it finally got up and running there was no apology or any attempt at compensation. For most of my year with them, the service was acceptable until a month ago when my speed dropped from 6Mbps to 2 and has been pretty much unusable ever since. I logged a service call and got an automatic email saying someone would be in touch in 24 hours. A week later and I'm still waiting. Currently waiting to transfer to BT
  • Satisfaction
    2 stars
  • Customer Service
    1 star
  • Speed
    2 stars
  • Reliability
    2 stars
Crosskeys, Wales John Lewis Broadband  
Left BT after years of shocking service and Internet speeds that gradually dwindled from 15 to 8 megs. This I was informed was normal operating levels for my line by BT. Despite two years of operating at 15 megs?

As a new customer to JLB very patient and accessible (and understandable!!) Customer Services. THREE engineers visits later 18 meg broadband returned.

Thank You John Lewis Broadband!
  • Satisfaction
    5 stars
  • Customer Service
    5 stars
  • Speed
    4 stars
  • Reliability
    4 stars
King's Lynn John Lewis Broadband  
DO NOT SWITCH TO THIS SUPPLIER. After getting fed up with BT's hiked prices and poor customer service, I decided just to go with the cheapest option out there which was John Lewis/Plusnet. They did not send a router until I chased them and their attitude was appalling. Finally got switched over only to find our phone line crackled to the point where you could not use it and our BB dropped out constantly. Rang to report fault and was told it must be our equipment. Given that everything worked just find before I switched I doubt that. Now waiting for an engineer to look at the fault. Totally unimpressed and Plusnet you are giving the John Lewis brand a bad name.
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    1 star
Isle of Skye John Lewis Broadband  
i recently moved my phone and broadband providor from BT to John Lewis. Less expensive and a no stress faultless changeover. Thank you John Lewis.
  • Satisfaction
    5 stars
  • Customer Service
    5 stars
  • Speed
    5 stars
  • Reliability
    5 stars
East Sussex John Lewis Broadband  
This is the most problematic braodband service I have ever had, I'm trapped in the contract, the service has never been consistent since it was installed 3 months ago I am on ZyXEL router number three and I've had 10 - yes 10, BT Openreach engineers at my property trying to reslove the problem. BT say it's not their fault and John Lewis say it's not theres, I'm stuck in he middle with John Lewis threatening me if I don't pay my month bill.
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    3 stars
  • Reliability
    1 star
WALLSEND 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  
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  
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  
Left BT after recent price hikes. JL broadband was half the price and despite many less than average reviews I plumped to switch. BT connection speeds were woeful and the customer service poor. What did we have to lose? If it was just as slow at least we wouldn't be paying £34 a month.

Customer service was excellent all throughout setup. Speed is now twice that of previous BT connection. Very, very pleased.

Downsides: we didn't get the router delivered on time as it wasn't despatched until I phoned to see what the issue was. Waited 5 minutes before speaking to the UK based call centre who sorted everything out quickly. Other than that- top notch.
  • Satisfaction
    4 stars
  • Customer Service
    5 stars
  • Speed
    4 stars
  • Reliability
    4 stars
Essex John Lewis Broadband  
Having had the John Lewis/Plus Net service for 6 weeks and after numerous phone calls and engineer visits, a problem with the internet connection dropping out, has not been resolved and at one point I was told this is 'normal' for internet connections. I am now looking at cutting my losses and sourcing an alternative service provider.
  • Satisfaction
    1 star
  • Customer Service
    2 stars
  • Speed
    1 star
  • Reliability
    1 star
Newcastle upon Tyne John Lewis Broadband  
Applied online to change from BT early Dec for 4 jan switchover After initial sign up and payment, heard nothing. Been on phone and email most days of this week as no router sent. Their system poor and my order was causing tech problems in provisioning dept. Still no sign of switchover date and router arrived today. NOT happy and back to BT as no time to shop around for switch over and bothered by unreliable serviceonly providers. John Lewis systems that issue contracts, take payment and shut down accounts are working just fine.
  • Satisfaction
    1 star
  • Customer Service
    2 stars
bolton John Lewis Broadband  
Switched over from BT due to BT price hikes. On the switch over day was left without broadband, but on phoning the following morning it was quickly sorted out. Also unfortunately the router didn't arrive until the day after that. Once all connected its been fine, the supplied router connected at a higher speed than the old BT HomeHub4, now connected at a better speed than I have had for 6 years. If they'd made a better start I would have been entirely happy.
  • Satisfaction
    4 stars
  • Customer Service
    4 stars
  • Speed
    5 stars
  • Reliability
    5 stars
Sanquhar John Lewis Broadband  
Got off to a rocky start when it took over a week to fix connection issues then was ok for a while until we starting having lots of dropped connection problems and very poor speeds in normal hours and practically non-existent speed during peak hours. Would NOT recommend. Heading over to BT next month I'd rather pay more and have good speed than put up with a dial-up-slow connection
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    1 star
Gloucester John Lewis Broadband  
Ordered John Lewis after BT put their prices up. Can’t fault the service, couldn’t connect at first but a quick call to their Helpdesk and it was quickly sorted.
  • Satisfaction
    5 stars
  • Customer Service
    5 stars
  • Speed
    4 stars
  • Reliability
    4 stars
North Yorkshire 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  
Signed up on 26th October and still have no broadband service. I gave up trying to call the helpdesk as it was always experiencing higher than average calls. Made a complaint and was told it was because they had not sent me a router. I have my own ADSL router so that is not the issue at all, however the Customer Complaints person also said they tried to call me and left a voice message. No one has called my mobile which is my contact number. I would not suggest to anyone that they use JL broadband, in fact I've been telling anyone that I can to avoid them like the plague. Customer service is nil; they appear to have no idea why I do not have service; and ignore messages posted on 'my query', hence why I made the complaint. I had to give one star for speed, but in all honesty I have no idea what my speed is since I have never had the service!
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    1 star
Great Yarmouth John Lewis Broadband  
2 months, 12 hours on the phone to the helpline, still no fibre broadband. They have told me it was accidently cancelled 3 times, it is always someone else's fault, lots broken promises, excuses and blaming on new inexperienced staff. I love John Lewis but if you actually want fibre broadband then be prepared it may not actually happen.
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    1 star
Norfolk John Lewis Broadband  
Third rate service. I have a problem but no one seems to know what it is nor how to solve it.
Customer service keeps me hanging on.
They only communicate by email.
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    2 stars
  • Reliability
    1 star
Sheikh John Lewis Broadband  
Worst costumer service experience ever!
If they had negative scoring I would have given -10.
Stay away, after 4 months I still do not have reliable connection.
They just don't care.
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    2 stars
  • Reliability
    1 star
Ilkley John Lewis Broadband  
It would seem that most people have had problems, Although there have been problems it makes agreat deal of difference when the operators speak clear english and are very helpful. The speed is slightly lower than bt but it is consistant where bt used to drop considerably. All in all I am well satisfied
  • Satisfaction
    5 stars
  • Customer Service
    4 stars
  • Speed
    4 stars
  • Reliability
    5 stars
Burton-on-Trent John Lewis Broadband  
Switch over was easy and price was good, unfortunately broadband and WiFi is much slower and unreliable than BT, customer service told me it was a good speed?? Not happy product is not what they advertised after being a big John Lewis fan for years, really felt let down.
  • Satisfaction
    2 stars
  • Customer Service
    2 stars
  • Speed
    3 stars
  • Reliability
    1 star
Llanwrda John Lewis Broadband  
My broadband speed since joining John Lewis has dropped off to around 1 MBPS ( 0.45 MBPS at it's lowest) in the evenings, basically un-usable. I keep reporting it, and their Technical team keeps re-setting it, but it simply drops off again within days. I'm being told that they can't cancel my contract, because ( apparently) there isn't a fault on the line. So OFCOM it is then !!!
I've given a one star for broadband speed, overall satisfaction and broadband reliability because I can't give a zero, which is what it deserves. Look elsewhere people !!
  • Satisfaction
    1 star
  • Customer Service
    3 stars
  • Speed
    1 star
  • Reliability
    1 star
Anglesey John Lewis Broadband  
Dreadful customer service: "we are experiencing a higher than expected number of calls" every time. If it's all the time, how can it be unexpected?
Emails go unanswered. Dreadful service. Avoid.
  • Satisfaction
    2 stars
  • Customer Service
    1 star
  • Speed
    2 stars
  • Reliability
    4 stars
Mawsley Kettering John Lewis Broadband  
changed 2 homes over and no routers

bt turned the broadband off, JL SENDING routers but dont know when we will get them how goods that

email from JL SAYS YOU CAN CONTACT US 24/7 not ture 9-6 pm only

afriad PLUS NET Is BT WHO ARE THE WORLDS WORST Providers

i forgot to check the small print where jl said the provider was plus nut . only when you check you find out its BT
  • Satisfaction
    1 star
  • Customer Service
    2 stars
  • Speed
    1 star
  • Reliability
    1 star
winsford cheshire 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  
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  
Very poor customer service,very hard to speak to anyone emails go unanswered so leaving them.
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    2 stars
  • Reliability
    2 stars
eastbourne 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  
Offers a lot - it is very poor on delivery - poor on Customer Service - this week I have had no response to queries or complaints - service calls are ALWAYS experiencing high call volumes.
Service depends on who you get on service support..
JLB upgraded their server and we lost broadband for two days - WiFi keeps dropping and now we have no wifi printer connection.
I wish I had not joined John Lewis Broadband.
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    2 stars
  • Reliability
    1 star
Cumbria John Lewis Broadband  
Technically seems fine, but billing and customer services are chaotic. Strongly recommend avoiding them until they have these problems sorted.
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    4 stars
  • Reliability
    4 stars
Tenterden, Kent John Lewis Broadband  
I have requested John Lewis broadband, they have connected me apparently but I have not received my router! I have called last Thursday to inquire where the router was and I was told they will send it first class so I would receive it on the next working day. That day was Friday but nothing. So I keep asking myself why on earth someone will connect your broadband and therefore disconnect from the previous company before having send the router. I watch TV via Wi-Fi so basically last week I had not Wi-Fi, no TV, no broadband connection. That was last week and this week looks like the something, I think I will call SKY I still have their router so I am sure I will be connected again in no time and sayonara JLewis .
London John Lewis Broadband  
Shocking service both technical and customer help
Do not buy this service from J lewis.
Been with them a short period and now cancelling frankly they should, d not have a licence to operate broadband.no stars at all
Dorset John Lewis Broadband  
No broadband, poor customer service...seem to think my problems are hilarious, paying for a service I haven’t received, had to up my phone data allowance and get mobile WiFi, can’t risk having phone disconnected as my elderly mother lives with me and it’s her lifeline, if they don’t sort this out today I will phone my bank and cancel the direct debit...let them take me to court I don’t care. They’ll only come out if I put in writing I’m prepared to pay £50, some might call that blackmail
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    1 star
Kent John Lewis Broadband  
I do not usually complete reviews for products or services but this time I feel that I need too. I had not seen the reviews on this site when I ordered the product 2 months ago and when I did I became quite nervous about what service I was going to receive as it appears many people have had issues which I know is very frustrating as I had no end of problems with BT. The service I have received however has been great. The router arrived when it was supposed to, on changeover day I did have to phone the helpdesk as one of the lights did not go out, but I did not have to wait long and it was sorted within a couple of minutes. We live in a rural location so the speed is never going to be great but it is faster than what we were getting with BT. I have also just had an issue with the phone line due to work that Openreach were doing but John Lewis have dealt with it in a timely manner and kept me updated on progress. Overall I am very happy with the product and service received to-date.
  • Satisfaction
    4 stars
  • Customer Service
    5 stars
  • Speed
    4 stars
  • Reliability
    5 stars
Devon John Lewis Broadband  
Only been with them for 2 weeks. More often than not the computer cannot'see' the router, and when it does see it, it often can't connect.
Helpline constantly not available.
A borrowed router solved the connection problem.
I've sent 3 complaints online, and not had a reply yet.
Abysmal service.
I wish I had read this page before signing up.
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    2 stars
  • Reliability
    1 star
Bonnie Galloway John Lewis Broadband  
Worst provider I’ve ever been with, clearly a company trying to tap into a market they have absolutely no knowledge or experience in. Terrible connection, barely ever works spend more time on the phone to customer services trying to resolve issues and feeling fobbed off. Taken out alternative contract paying for both at the moment while trying to cancel John Lewis contract as it’s useless
  • Satisfaction
    1 star
  • Customer Service
    2 stars
  • Speed
    1 star
  • Reliability
    1 star
Stalybridge John Lewis Broadband  
I have been with Greenbee/WaitroseI/ John Lewis 10 years or so. I have always had excellent help over the phone .I had never looked at the reviews before but will no longer try to persuade my husband to change from his BT to John Lewis I would never hear the end of it if he had those problems.
  • Satisfaction
    5 stars
  • Customer Service
    5 stars
  • Speed
    4 stars
  • Reliability
    4 stars
Kent John Lewis Broadband  
I have recently moved to JL broadband purely because of cost. I was with BT & had a good trouble free interent but they were getting so greedy - they just kept increasing & increasing the price & it was becoming ridiculous.
However, I now greatly regret moving to JL as it is problematic on a daily basis - constant buffering, constant delaying (you try to type a word in the search bar & there is a 'long' delay after each letter - it's enough to drive you insane!), I also constantly getting messages stating the page I'm on is 'not responding due to a long running script.'
I find it odd that I can have BT internet one day with no problems, then I change to JL & immediately have these problems on a daily basis. Surely that can't be down to my computer or my line. It has to be to do with the internet provider.
I wish I had NEVER moved to JL broadband. It's abysmal. I'm only about 2 months into the 12 month contract & would not be able to afford to buy myself out.
It's time there was legislation brought in to completely ban internet contracts. Why should people have to have contracts on this stuff. I don't have a contract for 12 months to buy my potatoes at one supermarket only, so why should the internet be this way. As consumers we really do need to stand up against this whole contract thing.
Anyway, JOHN LEWIS BROADBAND IS ABSOLUTELY TERRIBLE!
Northumberland John Lewis Broadband  
Switched from Waitrose to John Lewis broadband only (no phone line) about 2 years ago. Sorted initial problems problems using wifi booster. Phoned to cancel yesterday and was told there would be a cessation charge and they would need to disconnect my phone!! When I queried cessation charge I was threatened with a debt collection agency! This was my first phone conversation with them. I was disgusted at the rudeness of the person I spoke to. Asked to speak to a manager but was left on hold. Phoned back to speak to another person and was told services would be cancelled in 15 days but the website account has been closed and cannot email complaint to JLB. Feel so let down by the John Lewis name and reputation.
  • Satisfaction
    2 stars
  • Customer Service
    1 star
  • Speed
    2 stars
  • Reliability
    2 stars
Leatherhead John Lewis Broadband  
10 years ago I signed up withGreenbee, They were excellent until John Lewis sold them to Plusnet. Plusnet then sold out to BT, and service has been rubbish ever since. Engineers' excuse is that Greenbee is going to be phased out, yet when you phone them one of the options is to sign up as a new customer! What customer service !
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    1 star
LONDON 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  
The most efficient part of my experience with JL broadband was cancelling it! Need I say more.
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  
Terrible arrogant customer service team.

30 min waiting time for calls.

2mb download speeds.

£170 cancellation charges.

Completely unacceptable company.

Avoid at all cost.
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    2 stars
London John Lewis Broadband  
We don't have the broadband yet so I can't rate the speed and reliability, although if it's anything like the customer service I'm already regretting it. It's been 6 weeks since we placed the order and still no broadband. The box arrived after perpetual chasing then silence. After further waiting we were told our order had been put on hold. ??? We are racking up huge bills purchasing additional data, paying for online subscriptions we can't use and are now been fobbed off that we need to wait another 10days. This surely is not John Lewis but an imposter in disguise. Sort it out John Lewis as this is tainting your reputation.
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    1 star
Cornwall John Lewis Broadband  
Really poor customer service - left without service for over a week now.
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    1 star
John Lewis Broadband  
My worst nightmare. July 21 agreed phone/fibre for 4 Aug. 6 Aug told no fibre until 6 Sep. Tried to change back to TT; they prevented it. Now expect to change 16 Oct, when 4 Oct promised. Broadband fails daily; emails never transmit. Tried to charge 12 months canx fee only day after I was told of fibre date. Their emails never worked, still using old one. Often take my phone/computer to stores,pubs, McD's, etc. to use broadband. Customer Service? useless. Average wait is 30 minutes to talk to someone in tech or CS. Today got email for new broadband contract I didn't request. Left hand never talks to right hand? They really deserve ZERO stars for what I have received. If you ever use house phone and broadband, get another provider.
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    1 star
Suffolk 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  
I was with sky for years and never had to contact them regarding the broadband. John Lewis on the other hand has been barely been useable. I have had to phone them on numerous occasions because the Internet keeps dropping out. If you work from home avoid at all cost. If you want reliable stable connection avoid at all costs. I spoke to one person in customer service who was really condescending and rude. I signed up few months ago. I am really unhappy with the service and I wish I could opt out. Really disappointed.
  • Satisfaction
    1 star
  • Customer Service
    2 stars
  • Speed
    1 star
  • Reliability
    1 star
London John Lewis Broadband  
Hello..I have been with JL broadband now since May 17 changing over from sky and I have to say I am really happy with it..being someone who has used the internet since dial up days I knew exactly what I was looking for ..knew of foreseeable problems that could and can occur..The only thing I would say is how I pay for it..I like to know when the payment date is due that I can go online and pay which I can but only on that specific day I would like to be able to pay beforehand if I want to..and my internet not be restricted on the same day that payment is due and the day lasts up to 12.00 midnight..but other than that ..a good service.. :)
  • Satisfaction
    4 stars
  • Customer Service
    5 stars
  • Speed
    5 stars
  • Reliability
    5 stars
BIRMIGNHAM John Lewis Broadband  
Router is very bad with its WiFi signal if you have a single wall in between the router and certain devices

This problem has been ongoing since installation in December 2016

JOHN LEWIS
CHANGE YOUR ROUTER

I have had to purchase a Wifi Dongle, AC600 802.11ac Dual Band 5GHz Mini Wireless Network USB Wifi Adapter from Amazon to get my computer to even see the signal

Worked solidly for 5 days but today even though I'm connected internet is up and down with the data received
  • Satisfaction
    1 star
  • Customer Service
    3 stars
  • Speed
    2 stars
  • Reliability
    1 star
LE86ZH John Lewis Broadband  
Appalling customer service.
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    1 star
Dorset John Lewis Broadband  
Worst internet provider ever had.
Stay away! A month has passed, already had a engineer visit and still no problem solved.

Took them a month to realize there was a real problem...I was even told my phone and tablet where the cause of the problem....
  • Satisfaction
    1 star
  • Customer Service
    2 stars
  • Speed
    2 stars
  • Reliability
    1 star
Ilkley John Lewis Broadband  
good service with problems
never more than 5mb
fairly reliable
  • Satisfaction
    3 stars
  • Customer Service
    4 stars
  • Speed
    2 stars
  • Reliability
    4 stars
Scotter Common John Lewis Broadband  
This really is dreadful. I am truly appalled. I switched from SSE broadband as the price went up from £12 per month to £26 p.m.
JL wants £22.50 which is not a lot less.
Their router is probably worth 50p.
Their service is dreadful.
They told me I should be connected within 2 hours, but I had to phone at 10pm. They apologised, saying BT had told them everything was setup, but their system hadn't worked. You're left high and dry. Go elsewhere, this is just rubbish.
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    1 star
goole 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  
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  
3 months after placing the order I have given up and cancelled it to go to BT. They are rubbish. Initially they put my first order on hold because they couldn't find my address (it came up on their website). Then after that was fixed, they randomly cancelled the next order without telling me. I contacted them and complained and they said it would another month just to get the phone line in and they didn't know when the broadband would happen...
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    1 star
East Ilsley John Lewis Broadband  
If I could score this zero I would. Still no service after 6 weeks. Extremely poor communication and when they do communicate it seems to be missing any element of truth. Stay well away from this supplier.
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    1 star
Whaley Bridge John Lewis Broadband  
Good value, reliable and good customer service. As a rural customer this is a cheap way of gaining Plusnet service. Will continue providing I can negotiate a good price at the end of contract. Recommend
  • Satisfaction
    5 stars
  • Customer Service
    5 stars
  • Speed
    5 stars
  • Reliability
    5 stars
East Knoyle Wiltshire John Lewis Broadband  
ABYSMAL. ABOID !!!!

Join on the reputation of John Lewis, but regretting it big time.

Live date was 18th August 2017. Got a confirmation email from them on the day saying that everything is live. Phone line and broadband disconnected by the previous ISP as per contract, but John Lewis has not liven up the services until the following day.

Broadband speed is just barely above dial up and no outgoing call barred, not what I asked for as the phone line is also used for a Life Line. Reported to Tech Support. 3 days later received a missed call, then an email saying that they have performed a Line Check and find no fault so closed the fault.

I reopened the fault and told them the issues are slow broadband speed and outgoing call still is barred. They did another Line check, (yeah you guessed it) no fault found. I was at pain pointing out to them that was nOt the case. Emails flying back and forth. Eventually, two weeks later they agreed that there is a fault and want to send out an Bt Open Zone Engineer but there is going to be a charge if he can't get in or if the fault is within the boundary of my property. No problem I agreed to that as I had no problems with my phone line or broadband with previous ISP (the only thing different is their router being plugged in). Tried to explained to their Tech Support that the cabling will not cause outgoing bar. It's either the line had not been migrated over correctly or more than likely that Class of Service is not set up correctly. They would not have it. I was not going to lose half day pay for a guy turn up to confirm to me what I already know, so I told them that if the engineer did not turn up or the fault is not within my property then I'll counter charge them (only fair). They keep banging on that's not how it works, err yeah, your cock up and now you want me, your Customer to pay for your mistake!

YOU HAVE BEEN WARNED!
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    1 star
Farnborough, hampshire John Lewis Broadband  
One star is being extremely generous.

I joined John Lewis on its reputations! I'm regretting it big time.

Live date was 18th August 2017. Got an email from them statingeverything is live on that date
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    1 star
Farnborough, hampshire. 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  
Well what can I say, we have had nothing but trouble with the Internet since we joined John Lewis in January this year, it has never worked right but John Lewis never put down that there was any fault till April I have never rang someone so many times, we stream everything so really rely on the Internet working, John Lewis has never once admitted its their fault and after having 3 engineers out who said there was nothing wrong with the phone or Internet line, we brought WiFi boosters that we really could not afford but told by one of the customer service people that we had to have them, well they made no difference, we were told we needed another router but that in fact made it worse, then we was told to use our old router from our old supplier fuel which I have to say we started to regret changing to John Lewis, we only changed because fuel bills when up and we were recommended John Lewis though a friend, we have never had all this trouble with anyone else, anyway still the Internet did not work, sometimes we were going hours without it but of course they still wanted paying, I paid for football passes on now TV but missed most of the matches, we were also told to change the WiFi channels which have never heard of before and would work alright for a while then would come up no Internet, myself and my partner are ill and don't leave the house much and family and friends don't live near by so we felt trapped when everything including the phone would keep going down, in the end I rang cisas who are meant to deal with complaints, they sent me a form to fill out which I did but was told I did not give them enough prove which was after sending them loads of emails to John Lewis and telling them about everything that happened, we still had no Internet, we was given 2 months free but every time the direct debit was due they still tried to take it out of the bank and we would get charged from the bank and cut off, so then would be told would get the next month free instead, in meantime we bounced off of our neighbors Internet that he kindly let us, so desperately we had to get in touch with the managing director of John Lewis as we wanted to get out of our contact early and get money back so we could get Internet that worked, well we got there in end and finally ended our contact with John Lewis Thursday and have decided to go with bt who our neighbor is with and has so far been a lot better
Buckinghamshire John Lewis Broadband  
Terrible broadband, goes down at random points throughout the day and always at 7.30 pm.but what is worst about it is that it will show as being up and available on the router but will not connect to a website. Then there aaaare the time that it will connect and disconnect over and over in the space of an hour basically not letting you do anything
2 good things to say
You will get a good email address and customer service is great and know how bad the service is
  • Satisfaction
    2 stars
  • Customer Service
    4 stars
  • Speed
    1 star
  • Reliability
    2 stars
Farnham John Lewis Broadband  
big mistake moving from BT to John Lewis. We are rural so do not get good speeds but was told by JL that we would get same speed as our BT service (3.8Mb). In fact we have never got more than 2.9Mb in the more than 8 months since the changeover. All John Lewis customer service said is to take it up with BT myself. WE also now have drop-outs vitually every day and sometimes multiple times in one day. We certainly won't be staying once the contract expires.
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    1 star
Auchtermuchty John Lewis Broadband  
Had JL/PN Broadband now for 6 months, been paying for fibre plus package £40+ per month. My speed has been dropping so called technical, just been told by 'so-called' technical that I haven't been getting what I have been paying for hence my speed is well below 40mgb and should have been 70+.

I was put through to the order dept and they say I have been on the right package 'LIARS' you have crossed the wrong bloke. John Lewis why have you aligned yourself with dodgy 'Plusnet' JL you have deceived your loyal customers, shame on you.
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    2 stars
  • Reliability
    2 stars
Yeovil John Lewis Broadband  
Only go with them because of the 'John Lewis' reputation, but I am regretting it now big time!

My line was meant to go live on 18th August 2017. Phone and broadband got disconnected at 2pm on the day and got email from them stating that it's now live. Both phone and broad were not working. The following day broadband worked (very slow speed almost like dial up), but can't dial out on phone and it has a very loud and weird dial tone.

I reported the fault to them and stress that my phone is a Life Line so it's important that it's working. The agent was ok and promises that some one will call back later. No one did.

Fast forward three days later phone rang at about 10.30 am I pick up the phone but the caller cleared down. Almost immediately got an email from them stating that the fault is resolved. I double checked to find that it's not rectified so ring their Technical Support again. Spoke to an agent called Sham who asked for my user name, my full name, address. He still can't find my details, so he asked for my phone number, up came my detail, but he proceeded asking for my bank. Now with most company and certainly their first agent only asked for user name, address and phone number, but Sham wanted my sort code as well. I was not willing to give it to him. He went into a spiel about Data Protection Act and wanted to terminate the call. I repeatedly asking to speak to his Supervisor or manager, he said he can't as I have not pass security. I insisted that he pass me to his manager, he lied that his manger was in a meeting, but I kept on insisting on speak to his manger. He put me on hold and surprisingly his manger was not in a meeting.

Let this be a warning to anyone who's thinking of taking out a John Lewis broadband and phone package as their reputation is good but their service sucks!!!!
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    2 stars
Farnborough John Lewis Broadband  
Shocking from the start, delays to my installation then the speeds were below my minimum guaranteed speed and always dropping out going hours with no internet. AVOID
  • Satisfaction
    2 stars
  • Customer Service
    3 stars
  • Speed
    1 star
  • Reliability
    1 star
Northampton 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  
A reliable service but not worth the money charged
  • Satisfaction
    3 stars
  • Customer Service
    4 stars
  • Speed
    2 stars
  • Reliability
    4 stars
Gainsborough John Lewis Broadband  
Switched to JL Broadband and can't wait for contract to end. Continually dropping service, slow speeds. Had same devices/usage with previous provider and no issues before, so why now? All engineers keep saying is everything looks good on the line and want to send someone out but if no fault found they'll charge me £50
  • Satisfaction
    2 stars
  • Customer Service
    2 stars
  • Speed
    2 stars
  • Reliability
    1 star
North Staffordshire John Lewis Broadband  
Omg john lewi broadband & phone set up brandband for my new house last week and promise me that it will be all set up on this Saturday the day I'm moving in so I wouldn't be without Internet the guy that I spoke to on the phone for over an hour told me that he had a problem with his payment system and if it hadn't have gone out my account by by the next day he would call me back and go through it again but I had no phone call it was still pending in my bank till this morning so I called then back up to find out there was no record of me on the system all the passwords all the security checks everything that I set up nothing my phone numbers not there any emails not there nothing so now I'm in a situation where I'm going to move into a property with no phone and broadband setup so I said I wanted to speak to a manager and making a formal complaint about the guy that I spoke to and their system then he avoids me but I couldn't making a complaint because I'm not on the system I haven't got an account so annoyed it is not the word
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    1 star
North wales John Lewis Broadband  
Very unreliable service ,keeps disconnecting.
Have had no connection on our smart television nor pc after the first two months !!!

Into the six month and have lost broadband ,we cannot watch/stream a movie without it breaking off.
We cannot wait for the contract to end and go back to previous contractor.
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    1 star
BARNET John Lewis Broadband  
Awful signed up on 25/6/17 didn't get phone connected till12/7/17 was told box had been ordered and would arrive in next couple of days after many emails and phone calls and being constantly fobbed off box was actually ordered on the 18/7/17 not on the 12/7/17 broadband was then finally connected on the 25/7/17 so it has took a whole month of frustration lies from them to finally get connected to then be going so slow 5 minutes to open a page rang up yet again be told can take up to 3 days to reach speed 4 days passed still taking forever rang yet again to then be told takes 10 days . Asked about cancelling to be told you are passed your 14 days which apparently start from when you sign up not when you receive the services so you don't even get chance to see if they any good before you are into your contract .please avoid this company totally useless service customer service just lie and fob you off now stuck with a service that's useless but still paying for
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    1 star
Swineshead John Lewis Broadband  
First 6 months of contract fine the last 6 months have been awful. Broadband constantly disconnects ....... Utterly disappointed with service and intend to go back to my previous provider at first opportunity
  • Satisfaction
    1 star
  • Customer Service
    3 stars
  • Speed
    1 star
  • Reliability
    1 star
Kent John Lewis Broadband  
Diabolical
Cancelled after a week. No idea of speeds or reliability as we never got connected to broadband. Received two routers still nothing. Surely John Lewis can't continue to distance themselves from this fiasco
  • Satisfaction
    1 star
  • Customer Service
    1 star
Cumbria John Lewis Broadband  
I don't know if their internet service is worse than anyone else's, but the complaints service is the worst I have ever come across. They make all sorts of promises to you over the phone that they rarely if ever keep. My problem which I reported 11 days ago is still not fixed. They have so far promised me 4 times that someone will call me back to discuss my technical problem, but on one ever has.

They send you an email in response to your complaint, but note this: if they were professional, this email would summarize the complaint and tell you when you could expect to have if fixed. However, the email says nothing about the complaint, all it says is that the complaint will be automatically cancelled after 11 days – whether it is fixed or not!

I have asked several times to speak to a manager, but no manager is never available. If I say I want the problem fixed, they say they can't do in now and I have to wait.

The router is very poor and doesn't work through brick walls.

The speeds are sometimes very low and no amount of complaining makes any difference.

They seem to work in the principle that if they mess you around for long enough you will stop complaining and then they won't have to do anything.

So the bottom line is: all they ever do is to lie to you and give you the run-around. AVOID AT ALL COSTS!
  • Satisfaction
    1 star
  • Speed
    2 stars
  • Reliability
    2 stars
North Hampshire John Lewis Broadband  
Total and absolute rubbish. Nearly a month in and still no broadband. Come back Talktalk all is forgiven. No one cares when you phone up, all they are interested in is fobbing you off for another week.
Derby John Lewis Broadband  
Avoid John Lewis for Internet! My internet keeps cutting off. I can't watch Netflix, Amazon, BBC iplayer on my smart TV for longer than 30mins and then I have wait to for an hour or two hours before it works again and then it cuts off again. I don't get wifi on the 1st floor of my house. Only on the ground floor. I'm so disappointed with JL. The only good thing is that JL tries to help, they do the the line testing over the phone. They have sent me two new routers but they BOTH don't work! Maybe its Plusnet that its rubbish. I've been paying £35.00 monthly for a rubbish service. I also doubt that the technical department's knowledge. I don't think they know what they are doing. Over price for what they are offering.
  • Satisfaction
    1 star
  • Customer Service
    3 stars
  • Speed
    1 star
  • Reliability
    1 star
Surrey John Lewis Broadband  
Absolute rubbish
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    1 star
Caernarfon 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  
Absolute rubbish
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    1 star
ll545nn John Lewis Broadband  
We changed from Sky to John Lewis and we have regretted it since, broadband speed very poor and huge variations in download speeds
  • Satisfaction
    2 stars
  • Customer Service
    2 stars
  • Speed
    1 star
  • Reliability
    1 star
Market Harborough John Lewis Broadband  
Failed to take first direct debit cut off service within an hour of email stating there was a problem. I rang reconfirmed direct debit details. I was told everything ok. Direct debit still not taken. I then get email threatening debt collectors & phone cut off at same time. Forced to make card payment for their incompetence. I thought BT was bad! John Lewis this is damaging your brand.
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    2 stars
  • Reliability
    1 star
Leighton Buzzard John Lewis Broadband  
I made the monumental mistake of not reading enough reviews of John Lewis broadband before signing up. Switched over in May 2017, nothing but problems ever since. Had excuse after excuse, been told I've got the router too close to other items, even though wired broadband is also a problem. Now another week of phone calls and waiting for updates with nothing. John Lewis batting it to Open Reach and vice versa. Intermittent drops which can be as close together as a few minutes on/off. No particular pattern, only know about wired devices as we have linked to our 'smart' digibox. Such a shame because when it's working it is a good speed. I never usually do any reviewing online, so the fact I'm going out of my way to post on as many forums as I can find should tell you something. AVOID. I'm considering further action and looking to evidence voided contract.
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    3 stars
  • Reliability
    1 star
Sutton, Greater London John Lewis Broadband  
Didn't even get the internet in and we had so many problems with them by cancelling the order waited for it for 2weeks and the router didn't come on the date it was meant to do contacted they told us that it's on its way rang again and the order wasn't even placed we paid the fees to get it set us as well and all they could say was they have to place the order again and wait another two weeks waste of time wouldn't go for these providers they are nothing but time wasters
  • Satisfaction
    1 star
  • Customer Service
    2 stars
Darlington John Lewis Broadband  
Wish I'd read these reviews before I'd ordered from JL 3 weeks ago - had my money, phone is on but no internet, worse still they cancelled with my previous supplier. Phoned them over the weekend and the customer sales guy was useless and arrogant. My son is getting married next weekend and there is so much I need to do on line. Am going to try and cancel the whole order as they have not fulfilled their end of the contract.
Oswestry John Lewis Broadband  
12 months into my contract and my broadband has been down more than it has been up. Two routers have broken, support from John Lewis (i.e. Plusnet) is non-existent with queries not responded to....really I have never experienced such poor service in my life. Avoid like the plague. My advice to John Lewis...Plusnet is ruining your reputation - find a new supplier urgently.
Warwickshire John Lewis Broadband  
Been with John Lewis Broadband for 18 months after enduring years of problems and dropped connections with BT. John Lewis Broadband has been completely reliable with speeds always close to the promised estimate. Only a few minor niggles with the free antivirus program. Customer service generally very good. Simple pricing structure is a plus.
  • Satisfaction
    4 stars
  • Customer Service
    4 stars
  • Speed
    4 stars
  • Reliability
    4 stars
Torpoint John Lewis Broadband  
Previous bad reviews are exactly the same as we have suffered. We changed to John Lewis on 30 May. As I write on 30 June we have not even been connected! We have rung daily and numerous staff we have spoken to have lied, lied and lied with any BS they can think of. We wrote to the CEO of John Lewis Broadband signed for post 3 weeks ago and he has not responded. Clearly a "couldn't give a toss attitude from the top down! We have cancelled our DD. Bet it doesn't take them 3 weeks to realise that! Intend taking this to Watchdog and hope everyone else with complaints does the same. We all need to report these sanctimonious so called customer service people who are sneering at us and blame Openreach. John Lewis Partnership claim they have nothing to do with John Lewis Broadband!?Really! As most gave said they've gone with John Lewis Broadband because of the good John Lewis name! We have all been fooled!
Surrey John Lewis Broadband  
Half the speed I had with BT which was just over 1.1 mbps. At 0.6mbps we cannot stream a BBC news clip. Well done John Lewis/Plus Net which is owned by BT!
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    2 stars
Sp11 8JB John Lewis Broadband  
I changed from Plusnet to John Lewis, so it's effectively the same internet provider. I had doubts because of the bad reviews, but most of the issues I've had have been minor and temporary.

I don't know why they ask you to choose a changeover date, because that passed with no explanation of why there was a delay, just an apology for the delay. Then I got emails and texts out of the blue to say my service had switched.

So far, 2-3 weeks in, I'm fully switched and consistently connected and my speed is slightly faster than I had before with Plusnet.

The issues I had were with billing, the switch date and contradictory emails. I was billed for the first month despite having already paid for it upfront, and they took the payment out of my bank (to be refunded later) rather than cancelling the bill. JL really need to sort that out as it seems to be a known issue. I was also sent emails/texts saying both that my home phone had successfully switched and that my home phone was due to switch in 2 weeks. I already mentioned the switch date delay.

I am pleased that my service is better than the reviews give a picture of -- though the service could vary for others depending on lots of factors.

As it is now, I'm happy with it. The speed is faster than what they actually offered me, the customer service (online) has been ok, it's been reliable so far. And it's cheaper than Plusnet but with more features (free caller display and evening and weekend calls included). As long as it carries on like this, I'll be pleased with my choice of provider.
  • Satisfaction
    4 stars
  • Customer Service
    4 stars
  • Speed
    5 stars
  • Reliability
    5 stars
Lincoln John Lewis Broadband  
PlusNet in disguise! Absolutely dreadful service after 3 phone calls and 2 weeks of promised broadband was given another 6 days notice - was advised it was staff not placing the order and there's nothing that can be done - Unparallell incompetency - avoid like the plague!
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    1 star
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  
Called John Lewis to sign up for £20 a month broadband deal a couple of weeks ago. Heard nothing. Called back and they have no record of my call whatsoever, even when I give them the user name they insisted I set up. Thought I'd give them the benefit of the doubt, but when I try to sign up again the deal is no longer available and the monthly payments have gone up. Guess I'll stick with B.T., they may be expensive but at least the customer service has been good.
  • Satisfaction
    1 star
  • Customer Service
    1 star
South West John Lewis Broadband  
Ordered Superfast Fibre Broadband from John Lewis Broadband .I never received the router etc checked with them to ensure they were still able to provide the Service,they assured me they could and were waiting confirmation from their suppliers (Openreach Arghhhh!).I assumed they had extended the swap over date but no 1st June no phone or Broadband.My previous supplier stated they had failed to comply with the process .They failed to apply for a new phone line or arrange for the Fibre Broadband.I now have no phone line or internet access .John Lewis need to distance themselves from Plusnet who run this for them as it will damage the brand.Awful service does not describe them.
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    1 star
Swansea John Lewis Broadband  
This has to be the worst company I have been with since TalkTalk. I have had no internet, e-mail or anything for nearly 2 weeks yet they say everything looks normal on their system. I cant cancel as I am 3 months into the contract. There must be some law that protects us customers who are getting fleeced and cannot get out of a contract that THEY are not fulfilling? A disgrace and I was suckered into it by the John Lewis brand. DO NOT TOUCH WITH AN EXTENDED BARGE_POLE!!!!
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    1 star
Moray John Lewis Broadband  
A neighbour who likes the "john Lewis" brand asked
me to help them transfer from Plusnet to John-Lewis. Of-course, these are the same networks, and in fact the only difference appears to be the fronting web page(s). After 1 month on the "all calls included" package a bot at 2am one morning (or some backend piece of junk automation) switched them OFF this package; the neighbour - not a
regular user of the Internet - didn't realise, until they were cut off one weekend. On ringing CS they were informed that 2 months of call
credit has been exceeded (2 x £50 +VAT) and that this would have to be paid for the line to be re-enabled. Things went downhill from there until I wrote a LETTER explaining what had happened and got a reply saying that "a system had not correctly migrated the person's account from PN to
JN"; lots of apologies (no compensation); I guess not many people move from PN to JL.
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    5 stars
  • Reliability
    5 stars
South John Lewis Broadband  
john lewis have cheaped out with the lowest quality router on the market.. i can only get wifi in the room im in,, to add to that i cant use the router to connect to another access point because jown lewis have locked down the router hobbling its features, avoid john lewis and plusnet
  • Satisfaction
    1 star
  • Customer Service
    2 stars
  • Speed
    1 star
  • Reliability
    1 star
scotland John Lewis Broadband  
As a longtime customer of all things "John Lewis"I thought JL Broadband would be a good bet. But customer service is DREADFUL! They failed to get my service up and running on the first two attempts, having to start the order all over again each time. Both times I was offered a free month on my contract. When the service finally got up and running, JL Broadband denied that any compensation for the delays and for the hours I spent on the phone was ever offered to me. But as a "gesture of goodwill" I was offered £7 off my next bill. Now I'm locked into the contract and can't vote with my feet until it ends. AVOID this company if you care about customer service.
  • Satisfaction
    2 stars
  • Customer Service
    1 star
  • Speed
    2 stars
  • Reliability
    3 stars
Scotland John Lewis Broadband  
Have lost phone line 3 times since January 1st this year and last time also had intermittent broadband.Not had any compensation. However e-mail service is very slow or gives error messages most of the time and have completely lost this twice in last 5 6 months for days at a time -have spoken to Technical support some time ago and was switched to newer server but this not much better. I e-mailed their helpline on monday re this-supposed to get a reply within 24 hours -still waiting. have e-mailed twice since monday -a deathly silence from them. Plusnet are bringing the good name of John Lewis into disrepute. Have now asked for compensation and a new router!Technical support can be very good but a bit of a curates egg .
  • Satisfaction
    2 stars
  • Customer Service
    3 stars
  • Speed
    2 stars
  • Reliability
    3 stars
stoke on trent John Lewis Broadband  
Email: about to abandon long-cherished @waitrose for following reasons:-
Have to say there is a sickening sense of recognition, reading the reviews: email today, as Sunday: 'Service Unavailable'.
Leading up to this, loading email increasingly sensitive (if I move onto other window, it 'times out' out of pique!). Deleting one item at a time is incredibly time-consuming; worse, is accessing older pages - which I have painstakingly cleaned of any mails over 50kb - times out, dawdles, has to be refreshed.
The whole system is plainly overstretched and breaking.
  • Satisfaction
    3 stars
  • Customer Service
    5 stars
  • Speed
    3 stars
  • Reliability
    1 star
Bristol John Lewis Broadband  
John Lewis is great at what they do. If you call them you get a real person speaking english, they are helpful. The problem is the service is via plusnet using BT. If your speed is slow then it would be no better with another supplier. what you get is cheaper service and great customer service. If BT sorted out the issues with the cables then most of these reviews would be better.
  • Satisfaction
    5 stars
  • Customer Service
    5 stars
  • Speed
    1 star
  • Reliability
    2 stars
Barnstaple John Lewis Broadband  
Excellent - no problems.
Best thing I ever switching from BT!
  • Satisfaction
    5 stars
  • Customer Service
    5 stars
  • Speed
    5 stars
  • Reliability
    5 stars
Nailsworth John Lewis Broadband  
Absolutely appalling. Email almost unusable
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    1 star
somerset John Lewis Broadband  
Ordered the service, then needed to contact to ask questions. Support atrocious (we don't think email is reliable so we use issues log).
Cancelled the service (with their 'log') on 26th April, still being bothered into May. Complained 4 May, received even more sms's, emails and finally a message saying they have sent the router on 9th May.

HOW USELESS? VERY USELESS
  • Satisfaction
    1 star
  • Customer Service
    1 star
North East John Lewis Broadband  
CONSISTENTLY GETTING SLOWER AND SLOWER, FOR EVER LOSING CONNECTION, REALLY HAS TO BE THE SLOWEST I HAVE HAD SINCE DIAL UP. REALLY DISAPPOINTED WITH THIS PROVIDER, BE GLAD WHEN THE CONTRACT IS UP,
  • Satisfaction
    2 stars
  • Customer Service
    3 stars
  • Reliability
    1 star
BALA John Lewis Broadband  
John Lewis might have made a terrible mistake
using a Third party to use their name - TERRIBLE CUSTOMER SERVICE - NOT FIT FOR PURPOSE
LOOK ELSEWHERE
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    4 stars
  • Reliability
    3 stars
Reading 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  
Absolutely dire service from John lewis. I've been getting speeds of 0.3 for 3 weeks now with no resolution of the fault. Customer service team are pleasant to deal with but so far have totally failed to fix the fault. They seem to put the query on hold every few days which adds further delays.
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    1 star
Stirlingshire John Lewis Broadband  
We've had John Lewis broadband for a week now and it's been off more than it's on. We've had one good day's connection so far. We switched from BT because it was woeful and we could never understand their Indian call centres but overall, it's looking pretty good compared with John Lewis. They should have stuck to homewares.
  • Satisfaction
    1 star
  • Customer Service
    3 stars
  • Speed
    1 star
  • Reliability
    1 star
Ipswich John Lewis Broadband  
Terrible, a con, pLUS NET under the jOHN lEWIS Brand, Devaluing the brand, avoid avoid avoid.
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    1 star
cheadle cheshire John Lewis Broadband  
Horrific. I was taken in by the John Lewis brand reputation. Stupid of me. Incredibly slow. No help. A daily phone call about speeds. Just awful.
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    1 star
Manchester John Lewis Broadband  
Dreadful, would not work until engineer came out. Kept saying nothing wrong promised to refund for period I could not use still haven't. Would not let me cancel even though they still had no provided broadband because I was out of the 14days. Internet does not work most of the time when it does so slow I cannot watch videos or listen to music. Support non existent, can't wait to be out of contract and then I'm off.
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    1 star
bridlington John Lewis Broadband  
Their awful broadband service must be damaging their reputation. have been with them for 3 months. speeds slower than advertised. Internet connection lost frequently. Technical support dreadful - deny problem - and are unable to sort out. Planning on cancelling soon
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    1 star
Hampshire John Lewis Broadband  
dreadful service. Internet connection repeatedly lost. Support useless. Cancelled service
Bucks John Lewis Broadband  
Unbelievably awful. We were due to move house TODAY and now have to stay put for another month, costing us thousands, because this dreadful company cannot have our broadband set up in our new home, despite having PROMISED to do so. My daughter has important exams and needs the internet during revision. We will now be moving house right in the middle of her exams. Their 'customer service' is just a load of platitudes. Why is an otherwise reputable brand destroying itself like this? Won't be buying from John Lewis, Waitrose etc. from now on. Avoid avoid avoid.....
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    1 star
Richmond John Lewis Broadband  
Thought I would share my positive experience. I know people who give reviews are more likely to have had a negative experience, with any company.

Have used various internet providers in moving around as a student, when I began work etc, mostly Virgin. I live alone, don't have high needs for gaming etc but do watch films on Netflix etc.

John Lewis has been a breath of fresh air. The box came, I phoned to activate it, my call was answered promptly, the call handler was easy to communicate with me, plugged it in- whole thing done in 10 minutes. Have had for around 10 months now, wholly reliable, hasn't let me down once.

Fabulous service, reasonably priced and I have recommended to friends.
  • Satisfaction
    5 stars
  • Customer Service
    5 stars
  • Speed
    5 stars
  • Reliability
    5 stars
Murphy 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  
I was with Greenbee (John Lewis) email provider since it started. Suddenly last November emails began to be very slow, and now I can't access them from late afternoon until late evening. When I ask JL what is happening, they say they have 'technical issues which we are working to resolve'. I rely on emails for communication with doctors etc. and am very disabled. I am stuck, because I just don't have capability of changing. Thanks a bunch, John Lewis.
  • Satisfaction
    2 stars
  • Customer Service
    2 stars
  • Speed
    1 star
  • Reliability
    1 star
London John Lewis Broadband  
Having read the reviews i was concerned movind to JL/Plus net, however, my change from BT to JL, was without any problems, emails + TXT were sent on the day of changeover confirming it all. i received a mail at 3am for the phone line , and without internet for aprox 2 hours during the change. its was a shame that BT would not move on the extortionate price i was paying and now have the same speed with unlimited download, the same upload (78/20) and a fixed ip that BT cound not offer. great stuff JL keep it up *****
  • Satisfaction
    5 stars
  • Customer Service
    5 stars
  • Speed
    5 stars
  • Reliability
    5 stars
Derby 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  
We have had no phone or broadband for over three weeks and just been told not likely to get it back before next week.. I tried to report it on March 6th by phone, but was advised of 45 minute wait, so did it online. No response, so managed to get through on phone on March 8th. No one had looked at my message. Openreach came and said it was an underground job. 3 days later underground engineer came and said digging was needed.On March 17th JL phoned and said it would not be repaired until April 11th, because of 'complex issues'. Since then I have been trying to get JL to do something, but all I get is complacency, excuses and platitudes. Yesterday the digging was finally done, but still no service, and the next review date is April 3rd, a whole month since I first reported the issue.
We are forever been told that we live in the world's greatest city, but it takes JL a month to repair a phone line.
  • Satisfaction
    2 stars
  • Customer Service
    1 star
  • Speed
    3 stars
  • Reliability
    3 stars
London John Lewis Broadband  
Cannot give a review for speed or reliability as still not connected after 13 days. Ordered Fibre and now told unable to provide it after numerous phone calls to customer service and being told a different story every time. Told a manager will call me within 4 hours and 8 hours later still no call. Now having to wait another week to be connected to Adsl.... why!!!!!Avoid at all costs if you value your sanity .
  • Satisfaction
    1 star
  • Customer Service
    1 star
High Peak John Lewis Broadband  
Worst ever. Speed is minimal and for the past year the wifi keeps getting dropped. Customer service consists of a list of generic statements they read to you. Finally they tell you it's their router at fault--but, alas, they can't replace it.
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    1 star
Foulden John Lewis Broadband  
Never knowingly undersold? Well, they have now. Since price increase and unlimited broadband use the service has rapidly become slower. long wait to call centre. I believe Plusnet's servers are overloaded. Broadband is acceptable but web-mail is absolutely hopeless. For five tears or so it was always ok.
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    2 stars
  • Reliability
    2 stars
CHESSINGTON John Lewis Broadband  
avoid avoid avoid, awful customer service, they try to blame you for everything and warn you that BT will charge you for coming out, if you are lucky enough to get through to themm even late at night. Trashing the John Lewis brandname. Avoid avoid avoid!
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    1 star
cheadle cheshire 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  
After all the bad comments I was really worried by my decision to change from BT after years with them and increasing dissatisfaction. However one week in at this stage I can only say how pleased I have been with the handover process and the service so far. If anything the broadband speed seems to be a lot faster and more reliable but that may be because of an up to date router replacing the old BT one.

The actual handover was incredibly smooth. The router was delivered a few days before the actual date and the phone was transferred first thing in the morning on that date. The broadband took longer so I phoned mid afternoon just to check there were no problems. The phone was answered pretty much straightaway and I was assured by a very helpful gentleman that I would be connected by midnight - as stated in the documentation. This was the case. It was really easy to connect the new router following the clear instructions first thing the next morning and I then breathed a big sigh of relief. So far so good with no interruptions in the service.

Neither super fast nor fibre broadband are available in my area so I can't comment on the JL delivery of those services.

I don't use JL email nor have I had my first bill so that may be an issue ahead but for the moment I am really pleased that I changed to JL. I am saving myself over £20 per month compared to what I was paying previously.
  • Satisfaction
    5 stars
  • Customer Service
    5 stars
  • Speed
    4 stars
  • Reliability
    5 stars
London John Lewis Broadband  
over and over whewnever i go into JL webmail to prevent my in-mails choking up i'm faced with everything running very, very slowly

this is merely to deal with the housekeeping of emptying the accumulation of mail

for the first time i looked at this site to see if there was any comment on this

i was astonished to see the level of dissatisfaction that is all quite level headed but people are understandably angry

JL as a company has a high reputation - as someone noted does no-one from JL pay attention to these most disturbing comments

change IOSP seems to be the 'counsel of perfection' but i'm damned if i will, all the inconvenience etc

come on JL please let's get some quality service
LEICESTERSHIRE John Lewis Broadband  
Stay far away from John Lewis broadband! I'm coming to the end of my contract and I will cancel immediately. Connection issues daily. Wasted hours on the phone complaining to no use. This last month I have actually used up my mobile internet allowance because I've had to use it in the house as John Lewis broadband falls out constantly.
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    1 star
Aberdour John Lewis Broadband  
Signed up 1St March. They seemed to think I needed a new phone number, so queried that, no reply. 14 days later, no letter confirming transfer in, no router, no start date. Just cancelled my order now. Plusnet used to be good, clearly not any more. Steer clear.
  • Satisfaction
    1 star
  • Customer Service
    1 star
West Yorkshire John Lewis Broadband  
I have an intermittent drop out on my fibre broadband which can go off for minutes or hours at a time. Despite complaining since mid January I am getting nowhere and have been chronically told different stories. Clearly JL admit they can see the drop out but 4 engineers from Open Reach can find no fault. I appreciate open reach servive poor but I have been lied to by JL as well. The engineer this week sought permission via his supervisor to replace my master socket which remains in bits since the last phone complaint as this has made things more stable. Said had to go back to JL for permission. Next day I am called to say fault closed! On further enquiry I find they have not had anything back from OpenReach and I have to wait till 4pm today for response. This morning I have email to say fault sorted! A miracle as my socket still in bits. Someone is lying and I am fed up. I expected much more for the John Lewis brand
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    2 stars
  • Reliability
    1 star
Cheltenham John Lewis Broadband  
probably the worst ever experience of getting BB set up, when I took out a contract I was promised it would take 2 weeks, 5 weeks in and I'm still waiting. I spend an average of 1.5 hours just on hold everyday. Use JL BB at your own risk
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    1 star
wales John Lewis Broadband  
Since abandoning the previous Waitrose and JL email/webmail servers, the emails are now painfully slow to load, delete and refreash. Indeed earlier today in 'timed out' before competing the intray loading! I suspect we are paying high fees to ride on the back of the systems servicing JL online sales and stores management/resupply systems. Meanwhile, online banking, google etc are still very slick indicating that it is the JL email provider's servers which can't cope. JL WEBMAIL quality is a joke!
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    3 stars
  • Reliability
    3 stars
Princes Risborough John Lewis Broadband  
WELL THIS IS THE QUICKEST I HAVE EVER COME BACK TO LEAVE A REVIEW, AFTER MY LAST REVIEW, MY ROUTER CAME NEXT DAY SO AFTER COMPLAINING THEY CLEARLY MADE A HUGE EFFORT TO GET THE ROUTER TO ME. SO 5 STARS FOR THAT, IT WOULD NOT CONNECT , SO I PHONED CUSTOMER SERVICE, AND I HAVE TO SAY THEY WERE EXCELLENT AND HAD ME UP AND RUNNING IN MINUTES , SO 5 STARS FOR THAT ALSO, IT'S RUNNING AT ABOUT THE SAME SPEED AS MY PREVIOUS BT ACCOUNT, BUT SO FAR IT HAS NOT KEPT DROPPING OUT LIKE MY BT DID, BUT WE WILL SEE WHAT TIME BRINGS , SO OVER ALL, SO FAR ANY WAY, EXCEPT FOR THE BAD START TO MY CONTRACT, THEY HAVE ACTUALLY COME UP TRUMPS,
  • Satisfaction
    3 stars
  • Customer Service
    5 stars
  • Speed
    3 stars
BALA John Lewis Broadband  
Internet did not work for two days because they serial numbers on the back of the router had not been logged on to their system. Only the fourth operator spoken to was able to work this out. The others said it was a problem in my house. The refused to answer emails beforehand asking how to set up additional email addresses under John Lewis. Nothing on their website either. Turns out you only have one email address. There are no instructions on how to set up for Macs modern operating systems for email. The anti virus system is not supplied for Macs but there is no indication of that on the website. Simple a very poor product - which I believe I have been missold and I will cancel tomorrow.
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    3 stars
  • Reliability
    2 stars
Caerphilly John Lewis Broadband  
Very disappointed with the pathetic speed and the extortionate price... Paid over £40 just for broadband and the speeds rarely got to 20mb... The worst ISP I have used to date and that's going something
  • Satisfaction
    2 stars
  • Customer Service
    4 stars
  • Speed
    1 star
  • Reliability
    2 stars
Telford John Lewis Broadband  
Not a great start to switch to john lewis, they still have not despatched my router and it has gone a day past switch over time, credit to customer care for trying to use my existing router , but it seems this was locked by bt, so in effect could not be used, so now i will be left with no internet for who knows how many days ???, running a internet based business this could be disastrous for my new business,
so really not one bit happy,
  • Satisfaction
    1 star
  • Customer Service
    3 stars
bala 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 wish I had seen these reviews prior to placing my order. Absolutely disgusted and let down by John Lewis Broadband. I agreed to switch in January with a commencement on 13th Feb for phone and broadband, keeping my existing phone number. They told me on 31st Jan that my phone was live which didn't make sense to me as the phone was still with my existing provider. That was when I found out that fibre didn't mean fibre - it meant phone line and I had two numbers running and was being billed for that. I have spent hours listening to the music reel on the helpline trying to get my old number back - they promise a date and then nothing happens, they promise to call me back and don't, they don't respond to written requests. I lost patience yesterday and cancelled the whole thing due to their breach of contract, they are charging me £102.50 for the pleasure.
  • Satisfaction
    1 star
  • Customer Service
    1 star
Leeds John Lewis Broadband  
i've had JL Broadband for a few years. I upgraded to their fastest service. There were issues on the upgrade and the service was not a smooth one (which I was reminded matched my initial ake up of their service the year before) but the key issue now is that during Dec/January and early Feb I noticed a distinct reduction in speed. When tested I noted it was around 10mb speed on a supposedly 75mb line ( at over £50 a month for line too). I called in and was led through a few checks including the logging in details and it turned out that someone at JohnLewis side must had updated my details with another customers details. As I looked at my screen in disbeleif I read out the lady's name and username who was entered. When overwtitten with my details the speeds picked up again. I find this breack of data protection and total inability for this mismatch to be montiotred and flaggeed up unbeleivable. It implies to me a very laissaz-faire attitude to performance and security. I logged a complaint about the speeds and the data protection issue and asked to find out exactly what had happened. This was 3 weeks ago. I heard nothing. The complaints have 'disappeared'. I called in and was held on the phone intermittently and after 25 mimutes decided I had had enough (whilst an agent insisted I wait whilst they read and understood the situation). I repeated al the information yet again but to no avail. They failed to take it on board, failed to allow me to speak to a manager or to get someone to call me back when they'd read my notes and seemed fixed on wasting as much of my time with no help whatsoever. Useful.

Very very odd.
No I don't recommend this bunch at all.
  • Satisfaction
    2 stars
  • Customer Service
    2 stars
  • Speed
    2 stars
  • Reliability
    2 stars
London John Lewis Broadband  
I have had John Lewis for 4 days in that time they have tried to over charge me more than the agreed contract , the speed is poor , the laptops and I phones loose connection all the time , and it refuses to stream any device . After speaking to customer sévices 3 times they refuse to cancel contract although it is obviously useless . In short do not go near this service .
N
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    1 star
Milton Keynes John Lewis Broadband  
Not sure how this works but used Waitrose webmail for years, mostly ok -easy to use etc but did sometimes keep logging you off. Something to do with the 'platform' it was on. Suggested use JL webmail same log in but hated it, so continued with Waitrose webmail until eventually it ceased.
JL webmail is rubbish, too complicated, tiny writing, hard to use etc etc etc
About time it was updated to something nice and simple to use and more reliable especially as so much is done by email now.
Would leave if it was easy to do!
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    1 star
West Sussex John Lewis Broadband  
Going live tomorrow. Been on phone an hour so far to check up. Getting bad vibes about this.
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    1 star
Manch John Lewis Broadband  
Signed up 2nd February. Heard nothing. On 15th Feb. I tried to find out what was happening. Email refused (Send but do not receive). Tried calling. Long long queue, and then given the run-around. Realised I had made a bad choice. Gave notice via their 'Ticket' system of cancellation under the Distance Selling regulations. Customer Services refused to accept the notice, saying I had to phone or post a letter. I sent a pdf letter, via the 'Ticket'. No response so far.
I have written separately to Sir Charlie Mayfield, chairman of the JLP. John Lewis is taking reputational damamage by lending their name to PlusNet plc without adequate oversight.
PlusNet is the villain here.
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    1 star
Winchester John Lewis Broadband  
Absolutely appalling connectivity and customer service, broadband has been down more than up, forced to investigate this myself as all tickets opened are ignored until they are closed by lack of activity. When my investigation turned up that the actual problem was with JL's QOS settings, they emailed me thanking me for finding the problem and suggested that changing my online activities would probably cure my problem!!! After multiple complaints they agreed to let me leave free of charge and then attempted to bill me £165 for leaving.
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    1 star
Fordingbridge John Lewis Broadband  
2 months and 6 days since John Lewis Broadband took payment I still haven't got a phone service or broadband despite being on the phone to them for over 10 hours.
John Lewis have managed to get BT to disconnect the line they were supposed to take over though.
Disappointed doesn't really do justice to my feelings about John Lewis Broadband.
  • Satisfaction
    1 star
  • Customer Service
    2 stars
  • Speed
    1 star
  • Reliability
    1 star
Glenshiel, Highland, Scotland John Lewis Broadband  
Shocking. Signed up to the £22.50 per month b/b + Anytime weekend deal on Uswitch. First bill for £30+ - they added several services I did not sign up for. Took second payment without authorisation. Did not reply to five or six e mails. Sent threatening e mails. Limited service demanding the extra payment. Called up, and
insisted there was no such deal. When I went to Uswitch and read it out, they admitted there was, and would put me on it..However would not waive earlier fees.
Not what you expect from a service with the JL brandname on it - faith in JL considerably shakened
( long time customer).
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    4 stars
  • Reliability
    4 stars
exeter John Lewis Broadband  
Been with John Lewis about 6 months. Pretty happy - speeds generally good. I have needed Customer service three or four times. Sometimes slow to answer but found helpful and reasonably knowledgeable when they do.
Surprise at number of poor reviews on here - wrt John Lewis hiding the fact that Plusnet provide the service it is clearly stated that this is the case on their website. When I signed up JL offered better deal than plusnet for me.
If you want a high quality service you simply have to pay more - try Zen internet or some such.
  • Satisfaction
    4 stars
  • Customer Service
    4 stars
  • Speed
    4 stars
  • Reliability
    4 stars
Dorset John Lewis Broadband  
JOHN LEWIS, PLEASE HELP
Please will a senior manager or Director in charge of John Lewis Customer Services read these reviews. The majority of us have similar experience which adds up to a chronically poor service, one that has had me in tears because of an aggressive person in the so-called support service. I cant think of anything to say that is good. At the moment I am without any of my emails and have been told that there is no-one to deal with my issue now as it's after 10 pm - whatever happened to 24/7 - and the backroom tech won't be in until Monday. I love my John Lewis because of the products and service but I am about to leave their broadband service and just hope that someone is listening.
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    1 star
Altrincham John Lewis Broadband  
I signed for JL broadband on Feb 1, its now Feb 18 and I still don't have a reliable connection. I don't feel I've any chance of getting one. Do not sign up for this service, you will eventually lose your mind....
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    1 star
Lincs John Lewis Broadband  
Ordered my service and they keep cancelling my order can't get them on the phone and they keep saying I have to call them I've tried time and time again and just on hold hearing static noise not music it's painful I've emailed them over and over saying I can't call them and be waiting 45mins to be told they are now closed, they say they are open mon to fri till 9pm but close at 6pm when you call so they lie!! Wish I had seen reviews first I wouldn't have bothered with the weeks of stress and hassle!! I've said I want a refund and don't want the service that I've paid for and not received!

Appalling service and no customer service at all!!
John Lewis Broadband  
On waiting just over 11 days for john lewis to activated my service's and reading all commits on here i was a little surprised to say that i've found jl broadband supplied by plusnet being fine but to mention slightly slower as i'm using jl broadband as domestic use, i do have plusnet for work use else where in my local town, but it was suggested to use jl broadband service, if your using standard 300Mbps the sagem router works fine, the setting are easy to understand & if you prefer the max wifi speed on your tablet ipad etc then 300Mbps will do you fine, the setting is there to go lower if you require it. The customer service is plusnet guys but hey its just like when i used to use sky broadband i found them rude etc, it just every one's personal experience really. this service provider of jl suits our home use kindly and seems to allow the kinds to use the games box online fine so win win, thanks john-lewis broadband keep the good work up.

Kind regards
  • Satisfaction
    5 stars
  • Customer Service
    4 stars
  • Speed
    4 stars
  • Reliability
    4 stars
Ashford Kent John Lewis Broadband  
Not what i expected from a company such as John Lewis, however it very evident when contacting them and being passed to either the technical or provisions dept that you are talking to Plus.Net personnel, especially when they respond " Plus Net, how can I help you".

They have in only a matter of days screwed up the billing process by billing me false invoices for which i have not received the services or that are included in the package i took. Adding to this the fact that i didn't pay them they have now restricted my service to what appears to be 0.1mb.... Not impressed, having been a customer of Plus.Net too I will most certainly consider not going to either of these suppliers in the future, I just wished i read and paid heed to the reviews previously.

I am now one dissatisfied customer.
  • Satisfaction
    1 star
  • Customer Service
    2 stars
  • Speed
    1 star
  • Reliability
    1 star
Dorset 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  
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  
We moved from TalkTalk to JL. At first, excellent service. However, when signed up for 12 months we experienced connections dropped several times a day. We also requested help getting rid of TalkTalk but this was refused on 'customer identity protection
' grounds! Give me strength!
  • Satisfaction
    3 stars
  • Customer Service
    2 stars
  • Speed
    3 stars
  • Reliability
    3 stars
Cheshire John Lewis Broadband  
The webmail service is appalling; its rarely functioning and when it is, it is so slow as to be unusable. Some days you can't get into it all. Their technical support is execrable, and aims only to blame your IT system, and their customer service is non existant.
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    3 stars
  • Reliability
    3 stars
Bedford John Lewis Broadband  
Absolutely appalling service. Would put 0 stars if I could. Used to be with Waitrose and never had any problems, but since they moved all Waitrose customers to John Lewis, have had no end of problems. Repeated difficulties connecting to broadband, unable to access email, loss of emails, shifting aspects of the service (e.g, email) without informing customers. Have contacted tech support on several occasions for help with these issues but on each occasion, have been told "sorry, there's nothing we can do". Was even told on one occasion that I shouldn't be accessing webmail on an iPad because the system is optimised for computer use (this was the excuse used when I lost important emails), although it doesn't mention this anywhere on their website. Unbelievably bad and I soon I can can access my email (which is down yet again) to print off my important ones, I'll be cancelling and moving to a different provider
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    1 star
Lancashire John Lewis Broadband  
I wouldn't mind so much if this was a cheap service - but it's not. The webmail regularly crashes for hours and it's got substantially worse since the Autumn. The Customer Service is awful - blames BT a lot doesn't do anything. And the advertising! I feel like complaining directly to the Advertising Standards Authority. If all these suppliers are as bad (beginning to wonder) might as well be with someone cheap and nasty.
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    3 stars
  • Reliability
    1 star
Bedford John Lewis Broadband  
I wish I would have come across this page earlier before opting in for JL broadband. Every page I went to was explaining that JL is new in this area but due to the "strong focus on customer service & satisfaction" it would be a good choice - I cannot disagree enough. Fully aware that this is most likely a subsection/different department, if not entirely outsourced. Almost one month in after signing up for their services, I have literally given up and requested a refund. Not able to get through on the phone line, so only option to get in touch is the online form. You never get a proper response, have to constantly chase them up yourself and once (if) you are lucky that someone does actually write back to you, don't expect to get an answer to your questions - you will simply get a template text that has a 50/50 chance of being unrelated to what you were asking. Stick to other companies like BT, Sky, Virgin etc. if you can and avoid JL broadband. Sure, none of the others is flawless either, but this was an utter disgrace to the big JL brand and their otherwise well-known world class customer service.
  • Satisfaction
    1 star
Slough John Lewis Broadband  
Recurring problems regularly for 2 years now. Very slow to none internet connection. Engineers been out said we should be receiving 1.8 but for last few months less than 0.3 at best having to drive 4 miles to a supermarket to check my emails not good what are we paying for? Ongoing problem that they seem unable to resolve. Not good for a company like this sorry
  • Satisfaction
    1 star
  • Customer Service
    3 stars
  • Speed
    1 star
  • Reliability
    1 star
Scottish borders John Lewis Broadband  
Where do I start? Ordered the Fibre Extra 19TH December and paid my deposit. Getting concerned that I had not had a start date or router, so I phoned up on 6th January. JL hadn’t actually ordered the router nor actioned the order itself. Negotiated a months free broadband because of their negligence, given a written start date of the 17th January. On the 16th January again concerned that I had received no router, phoned again. Start date put back to 20th January, no router had been ordered. Customer service manually ordered the router. The 20th January arrives, router was delivered on the previous Wednesday 2 days previously. No phone. Phone finally went live at 2pm. Broadband not activated. After phoning again and explaining that the lights on the router showed that it was not picking up a fibre signal nor connecting to the internet I was told that it could take till midnight and that they would contact me when it was live. They did not contact me at all. Midnight came and went no broadband, lights on router same as before.
Phoned on 21st explaining I had no broadband. Cannot even access the router homepage. One hour spent with technical support, prompted by me to acknowledge that the router was probably faulty, and that I was not on the package that I contracted for. New router ordered. Transferred to another department, to determine why I was put on a different package and why was I not upgraded to the package I contracted for. Unable to discover why and unable to put me on the package I contracted for. Apparently internal system problem. I was mistakenly put on the basic broadband package and not the fibre package I contracted for. Says by text that they will try again on 23rd January. Now told that they have to order the fibre package from Openreach (could they not have done it when I ordered) and could take 48 hours to process then activate. Apparently my phone number says I cannot get fibre but my address says I can. News to me since I have had fibre with Sky and Talk Talk in the previous 4 years.
New router arrived 24th January, couldn’t access internet, fibre will still not be activated for another 48 hours. After spending almost 1 hour on phone to tech, finally accessed router settings through ipad in order to input the CORRECT password and username, that were incorrectly applied from JL. Finally on the internet, basic broadband, although I now have to wait to be activated for fibre, for which I have paid for and for which JL failed to order. Broadband in theory went live on 20th January finally accessed basic broadband on 24th January. Absolute shambles of an organisation. I have never had so much trouble from a supplier as I have had with JL. Will stay with them for a year then leave.
  • Satisfaction
    1 star
  • Customer Service
    2 stars
  • Speed
    1 star
  • Reliability
    1 star
scarborough John Lewis Broadband  
Very poor customer service and the webmail is very poor.
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    3 stars
London 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  
Do not trust John Lewis! We signed up for a 3 year contract in April 1916 as per the offer on the website, still available today, with a lower rate for year 1. After 6 months it was raised to the year 2 rate. No copy ot the contract was ever supplied but my husband agreed to the online deal as shown. We are told that he agreed to the deal for only 6 months and that there is a transcript of the conversation, available for £10. The terms were obviously hidden in the conversation, after a life working in finance my husband would never have agreed to an inferior deal, he is not an idiot. Just be warned and be very careful and be aware that this company, who have such a good reputation, may be taking advantage of you.
  • Satisfaction
    3 stars
  • Customer Service
    1 star
  • Speed
    3 stars
  • Reliability
    3 stars
Guildford John Lewis Broadband  
1 star is to much. 0 stars would have been more appropriate. Rubbish customer service. Rubbish, unreliable, slow service. I had 26 engineer visits during my 18months with this shambles of a company. And, now, I am being hit with a 'cessation charge' because I moved house and am getting my services from Virgin Media. AVOID AVOID AVOID, this company.
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    1 star
Hampshire John Lewis Broadband  
Unreliable connection and bad customer service, no phone call answered in less than 45 minutes, every problem blamed on the user before finally agreeing to let me leave free of charge, then attempted to charge me for leaving!
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    3 stars
  • Reliability
    1 star
Fordingbridge John Lewis Broadband  
My phone line and broadband has been down since December 23rd.
We can ALL give good reviews when things are going right.
I can truthfully say John Lewis Broadband have been nothing less than FANTASTIC. They have kept me informed by text and phone most days, with accents I can understand, not some foreign voice gabbling at the speed of sound.
Thank you all who have helped. I salute you
Openreach are the problem, I was off last year from Christmas day for 6 weeks, this was before I joined John Lewis. The service I received from BT was atrocious. The lies and rubbish I was told ranged from underground cable to council dragging their feet giving PLANNING PERMISSION to repair a telegraph pole, an insult to my intelligence.
John Lewis is without a doubt the beast server I have been with EVER.
thank you all at John Lewis Broadband, for you courteous, caring, service. I will be renewing my contract with you. The problem is with Openreach management not John Lewis or the engineers, who were mostly (not all) great
  • Satisfaction
    5 stars
  • Customer Service
    5 stars
  • Speed
    2 stars
  • Reliability
    3 stars
North Wales John Lewis Broadband  
I've transferred from Plusnet as the John Lewis price was much lower, for the same service. (John Lewis broadband is provided by Plusnet.) The process has been pretty painless. I contacted Plusnet via their forum to get a refund for the days I had paid in advance, and they also sorted out a problem of my being billed twice for the first month by John Lewis.
The Broadband service is better than I was getting with Plusnet: speed is good at around 18 Mbps, and no problems dropping out or buffering with iplayer: I don't know if this due to the new modem they sent, new microfilter, or if there is some difference between John Lewis & Plusnet infrastructure
  • Satisfaction
    5 stars
  • Customer Service
    5 stars
  • Speed
    5 stars
  • Reliability
    5 stars
Devon John Lewis Broadband  
fairly reliable but slow
  • Satisfaction
    3 stars
  • Customer Service
    4 stars
  • Speed
    1 star
  • Reliability
    4 stars
Coxley John Lewis Broadband  
Switched December, lost DSL service. Kept cool BT Openreach problem. JL limited in what they can do, I understood customer service and tech support depend on Openreach to sort all issues. Took a week for Openreach to send engineer, fixed within hour cause was Openreach fudging wiring in Exchange. Not happy with just refund for lost service as this was not a fault but human error by BT! JL agreed, and credited account to compensate for loss of services eg streaming TV\sky on demand, Xbox and mobile data used while down. Staff polite and as helpful as they can be understanding they cannot fix issues of BT Openreaches causing. I get full 8.1mb sec from DSL, can't offer fair comment on reliability but assume as good as BT wholesale in general.
  • Satisfaction
    4 stars
  • Customer Service
    5 stars
  • Speed
    5 stars
  • Reliability
    5 stars
Norfolk 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  
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  
Awful service from day one and only on day six!!. Transfered from plusnet to John Lewis which is all same company so should have been seamless!! On activation which i had to chase...JL issued another bill for £25 even though they had been paid in advance over £30. Contacted customer services who said "never come across this before" but can not stop the invoice, so probably best to cancel D/D. I asked for confirmation of this...adviser said no problem just cancel D/D and they will call me back in 3 days to set it up again!! So duly cancelled D/D. Then after the D/D had been returned JL then restricted my broadband because as instructed by them I had not paid the £25 which I did not owe them anyway. In restricting the broadband they also stopped my caller display on my phone as well as other features!! Contacting them again and getting rather heated at this point was told its a system error nothing we can do sorry!! This bunch of idiots can't stop something they created and then interrupt my service to add insult to injury!!! Still ongoing at the moment and all this in under a week of being with them. I am now contacting JL head office as I am sure they are totally unaware of what is being done or not done in their name!! AVOID AVOID AVOID
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    3 stars
  • Reliability
    4 stars
Devon John Lewis Broadband  
Terrible service from day 1, first they send a text saying my phone is now activated, so I cancel my existing contract with immediate effect, then they send another text 30 mins later saying that the phone won't be ready for another 20 + days.

I phone customer services and get Mr Very Rude, most unhelpful person on the planet, tells me I can still use my landline and can pay for calls by debit card, I had signed up for the 'all day' phone package, he tells me the first text was sent by mistake, then say's it's my fault for cancelling the other phone contract.

Spoke with a decent guy the day after, it took ALL day to be able to log online, the password for the router was not recognized even though they had set it up.

Was told that I would get 3 months free fiber for the trouble, then got billed twice on the same day.

Absolute joke of a company, I will be buying out my contract after Christmas and going elsewhere, but not to Plusnet or Parent company BT, all a bunch of incompetents.
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    3 stars
Stalybridge John Lewis Broadband  
Changed from Talktalk hoping for better service, its worse! On changeover they killed my phone line. Speeds are slower. Router frequently crashes. When I changed my direct debit they failed to process it and cut me off. Avoid at all costs.
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    1 star
Surrey John Lewis Broadband  
Still in the process of getting connected. Just received an email referring to 'my Query' (plus ref number) re have I received my router ?. I didn't submit a query - turns out 'my' query was generated by them. The email then asks me to confirm receipt 'by replying to this message'. Two lines down it says 'We're happy to hear from you, but instead of replying to this email please use "Contact us"' (with a link elsewhere.)

One minute later I receive another email saying that since they are unable to answer my Contact Us Query it is now on hold for 3 days.

Like something out of Kafka. The Tech lad I phoned was blissfully unconcerned.

Do John Lewis know their hard earned reputation is going down the toilet, as a result of this ill-advised diversification and the use of third party provider ?
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    3 stars
  • Reliability
    3 stars
Lochinver, Sutherland 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  
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  
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  
Would like to put zero for all ratings.
Another day unable to access my emails, yet again.
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    1 star
Worcestershire John Lewis Broadband  
Oh dear !
What has happened to the excellent service John Lewis used to supply ?
Email website down, refusal to recognise me on the login page, 30 minute waiting time to answer a call, and no email address to send a complaint to !
Seems I am up the creek without a paddle...
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    3 stars
  • Reliability
    1 star
Wells John Lewis Broadband  
My 70 year old Mother cancelled with John Lewis and they tried to say that she hadn't..the customer service team were rude,aggressive and down right ignorant..eventually telling her she would be charged and cut off so she wouldn't have a phone for two weeks..nothing more than bullying which caused her upset..she's now waiting for reconnection to bt..John Lewis your a disgrace..
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    1 star
west bromwich 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  
Very disappointing level of response following a local problem which has left us without internet access for 9 days now, and still no information as to when service will be resumed.
Wimborne John Lewis Broadband  
I have a Waitrose webmail account that most of the time I cannot access. The online reporting service does not work, nor do any of the other online complaints sites. I am not at all happy. I moved back to JL because of excellent previous experiences, not this time, I'm off.
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    2 stars
Bracknell John Lewis Broadband  
Swapped from plusnet to John Lewis to save £10 per month.The process was painless. The new connection is more stable and faster, which is odd as JL broadband is actually provided by Plusnet, or so I'm told. The regular dropouts in service have stopped and it is usable after 16:00 on a week day, something the Plusnet wasn't so good at. Overall, its not bad. I wonder if the improvement is due to the router being replaced from an old BT Hub3(that is not a mistake, I was using a BT hub on the Plusnet service) to the JL one, although it has the same specifications? Speed is hovering around 10MB
  • Satisfaction
    3 stars
  • Customer Service
    4 stars
  • Speed
    3 stars
  • Reliability
    3 stars
Bursledon John Lewis Broadband  
I live 6.5 miles from the Exchange. Previously my speeds were 1.5mb. Now I get 35-36mb, with the lowest speed ever being 33mb. Good stable connections. My old ISP cut the connection at Noon, but JL didn't put the phones/internet back on until 10 pm. This is probably due to Openreach not JL, but expect a loss of phone service for most of the day. Very happy to have changed over to John Lewis.
  • Satisfaction
    4 stars
  • Customer Service
    4 stars
  • Speed
    5 stars
  • Reliability
    5 stars
South Wales John Lewis Broadband  
Very slow speeds and when I have a problem I cannot get through on the phone as 'they are experiencing high call rates" Really? Every day? Poor service for a company carrying the John Lewis brand.
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    1 star
Marlborough John Lewis Broadband  
Signed up for Fibre 3 times - each time money taken etc and order all in place. Each time cancelled after JL BB not being able to provide after accepting the order or because they failed to remove my details from their systems. Each time I found out by checking that things weren't happening - they didn't tell me (apart from their error in applying for a direct debit which they intimated was my fault - took my details and took initial payment but DD failed as I'd given them the wrong details which were the same as they used to take money!) The technical helpline seems ok but everything else seems terribly run. Sad that John Lewis is going the way of other retailers. Reminds me of the Building societies changing to banks scenario where profit is now key. The BB scores are because I didn't get any at all.
  • Satisfaction
    1 star
  • Customer Service
    2 stars
  • Speed
    1 star
  • Reliability
    1 star
Norfolk John Lewis Broadband  
Get another ISP there is no broad in JL broadband - its SLOW very SLOW. And quite a few drop out too. Counting down until I can cancel.
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    1 star
Southampton John Lewis Broadband  
The internet and phone were not switched on by the date stated. Contacted customer service who said it would be on by midnight, all the bt engineers go home at 6pm so I knew that was a load of rubbish. John Lewis are going to be in breach of contract. Be advised not to bother, Mickey Mouse could do better.
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    1 star
isle of Wight John Lewis Broadband  
Bizarre. Serious connectivity problems on first day of going over to them. Couldn't fulfil ALL the security questions to investigate the problem, so they refused to proceed!!! Couldn't cancel...because I can't answer ALL the security questions! Infuriating - and there's no email address to try and get round the system - John Lewis Broadband doesn't have an email address!!! Even John Lewis customer services couldn't contact them. Next stop, Ofcom. Truly, truly bizarre. But then, it is run by PlusNet, so that explains it.
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    1 star
Reading John Lewis Broadband  
Have been with Waitrose/John Lewis for many years, whenever you had a problem it was easy to get through on the freephone number and I never had to wait more than a couple of rings for someone to answer. Ever since Plusnet run the call centre it is a nightmare, give up waiting for someone to answer after 20 mins hanging on, online contact takes at least over 24hrs for someone to answer if your lucky and for this reason I would not recommend.
  • Satisfaction
    3 stars
  • Customer Service
    1 star
  • Speed
    3 stars
  • Reliability
    4 stars
Surrey John Lewis Broadband  
Pathetic Broadband service, JL is not providing Parental control, it has mentioned in the web site but actually not comes with it. Very disappointing, Customer services/Technical support also did not know the parental control is available, waist few phone calls, (long calls) then found out its not comes with the package, Got kids home, now we are stuck to service for one year, cannot even cancel it.

Signup month ago, when receive the service it took more than three weeks. only found out about parental control after received the service, but still too late to cancel as customer services.


Call wait time is more than 20-30 minutes any time during the day.

I think JL is the only ISP who is not provide Parental Control

Very very disappointed.
  • Satisfaction
    1 star
  • Customer Service
    2 stars
  • Speed
    2 stars
  • Reliability
    2 stars
Oxford John Lewis Broadband  
Reasonable service but quite slow
  • Satisfaction
    4 stars
  • Customer Service
    5 stars
  • Speed
    3 stars
  • Reliability
    4 stars
DN213JF 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  
Awful and avoid. Log calls online and they take over a month to respond. I followed process online to cancel only to be told they don't accept cancellations online - despite having the process there. So, I've written to them to cancel by snail mail - Whats the betting the letter gets mislaid.
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    1 star
Cheshire 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  
Poor set up, poor customer service (initial set up, revised set up, billing) although technical support good. Would not recommend.
  • Satisfaction
    2 stars
  • Customer Service
    2 stars
  • Speed
    1 star
  • Reliability
    2 stars
Midlands John Lewis Broadband  
Moved to JLB after a price comparison website said they were the cheapest. After less than 1 month JLB increased the monthly cost. I was angry that JLB offered a fixed price contract for 18 months on price comparison then changed it after 1 month. Called JLB. My first introduction to their 'Customer Service' was being asked 'What do you want me to do about it?' and immediately being told there was nothing that could be done. After 2 months of disputes regarding intermittent service, slow speeds, long call waits and multiple spam or 'Stock' emails as JLB like to call them, I finally got through to a call handler. During each call I had said I wanted to log a complaint but nothing was done. JLB don't answer emails, they have a portal you have to log into in order to email them. At one stage JLB completely deleted my account, erasing records of my complaints and preventing me working from home. I would regularly call, complain and give my availability for callbacks, yet I would either get no call back or would be called back when I had already stated I would not be available. Most of the middle managers/Complaint Handlers I spoke to were unsympathetic, unpleasant and one inparticular seemed to do nothing other than aggressively shout me down. Even now after going to CISAS (The ombudsman) and being offered a settlement payment, JLB are still sending me stock emails, dodgy invoices and generally SPAMMING me. JLB is the archetypal cut corners approach to customer service, delegating the onus onto the customer to constantly chase them at the customers time and expense. Ask yourself "Is saving £2 per month or so on my broadband really worth slow speeds, a service that constantly disconnects, an email account jam packed with SPAM, aggressive unpleasant and unhelpful staff and a lot of wasted time?"....If the answer is "Yes" look no further. I'd like to say that JLB had at least one positive; unfortunately even the Wireless router looks naff and the hold music (which you'll be getting very used to) will drive you towards insanity and/or violent criminality
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    1 star
Todmorden, West Yorkshire John Lewis Broadband  
We moved from BT to JL because BT was so slow and expensive (our contract having expired) and we didn't think things could get any worse. How wrong we were! We can barely browse the web now whereas the problem with BT was the odd stutter when streaming. Whether it is the cheap looking router or throttling of the network is unclear. Their customer support is awful - phoned Technical Support a few days ago who said it would get better. It didn't. Phoned them again today waited for half an hour and then gave up. Then called Customer Services who said they'd jump me up and the queue and guess what was put on hold until I had to hang up. Before he transferred me he told my that my 14 day cooling off period actually expired before my service even started! What an utter farce and rip off. Completely despicable it makes me sick. AVOID AVOID AVOID
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    1 star
Dingwall 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  
Customer service is what lets them down. It's quite different from what you expect at John Lewis- I suppose thats because it is actually being provided by Plusnet, who are part of BT, The worst problem I have is that they have double billed me for the first month's service, and seem incapable of sorting it out. Now I am being chased and threatened with service reduction (!) for an amount I already paid when I placed the original order. As noted by others, you spend ages listening to music on hold, but if you contact them on their messaging service nothing much happens.
  • Satisfaction
    3 stars
  • Customer Service
    1 star
  • Speed
    3 stars
  • Reliability
    4 stars
Hampshire John Lewis Broadband  
Broadband speed is ok and generally it's reliable. Real issue is the email service. It's hit and miss as to whether it connects at all remotely - quite often times out (as it has just now). If you get in, it crashes time and again, so sending emails remotely means typing them in Word and copying and pasting, often repeatedly. Most recently, we weren't able to log in at all. Customer service couldn't tell us what was wrong as it was working at their end. Said would get back within 48 hours (!). Didn't. On chasing, my husband spoke with a very arrogant guy who came up with an unconvincing reason as to why it had happened but fixed the problem remotely - but not on the home pc! He claimed it was a Microsoft problem and "Waitrose" couldn't help. My husband (who knows little about IT) made a suggestion about adjusting the Waitrose setting. The guy dismissed it out of hand. End of call. My husband did what he'd suggested and it worked. Totally unacceptable to be without core email for two days and then not have a competent IT support service.
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    3 stars
  • Reliability
    3 stars
Nottinghamshire John Lewis Broadband  
Just came from over priced BT, i have more than halved my monthly costs, but it shows why, BB speeds are dreadful, even though they say the line is fine, i was getting with BT from a ADSL line a good 7 mb DL speed and a ping of constant 29/30
Now with LJ, i have had 0.33 DL and a ping of 1403, it is up and down and isn't stable, JL is Plusnet, i tried to leave but im too late as ive just gone over my 14 days, stuck with them for a year of headaches, maybe a better router will help, as they did say theirs is crap!! avoid.
  • Satisfaction
    1 star
  • Customer Service
    3 stars
  • Speed
    1 star
  • Reliability
    1 star
Norfolk John Lewis Broadband  
Absolute rubbish - avoid. Signed up as John Lewis is a brand with a good reputation. Their broadband is useless and just keeps hanging, response times 20 seconds or more. Tech support and customer service poor too.
  • Satisfaction
    1 star
  • Customer Service
    2 stars
  • Speed
    1 star
  • Reliability
    1 star
Rugby John Lewis Broadband  
Awful! Polite staff who don't know what they are doing. They assured me I would keep my own phone number, then when the change over happened advised me of my NEW number!!! They don't seem able to get my number back, different advice from three staff I have spoken to about it. One said he is on holiday soon but will see if he can get someone else to chase it!! My new router didn't work, after three phone calls I got nowhere and then fixed it myself by experimenting with the settings. The username and password were missing! Each time you phone technical help you are on hold for 45 mins each time being forced to listen to insanely bad music, although sales answer straight away!! PLEASE GO ANYWHERE ELSE BUT NOT JOHN LEWIS!!
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    5 stars
  • Reliability
    2 stars
Herne Bay John Lewis Broadband  
Not as bad as Talk Talk, but only just.

I got given three different dates for connection after I signed up to a contract, eventually it took 5 weeks to get the service up and running.

They put my address down wrong on the bills and say that it cannot be corrected. I need various utility bills to confirm my identity, address etc. their ones are useless.

Every time the phone rings the broadband connection cuts out for a few minutes. Customer service have given me three different explanations for this, all of them my fault and none of them correct.

As has been said before the staff are mostly polite, but useless and unable to actually address any problems you pose them. I know good manners can get you a long way but this is taking the mick.

Stupidly I did actually believe that John Lewis would care enough about their reputation to ensure that any service carrying their name would be among the best out there. How wrong I was. I never have shopped at John Lewis, I can't afford to, but even if I could I wouldn't, not now.
  • Satisfaction
    2 stars
  • Customer Service
    2 stars
  • Speed
    2 stars
Cornwall John Lewis Broadband  
I wish I could give minus 10 stars - this is the absolute worst company I have ever dealt with, and I am old! Everything about their operation is flawed, from the sign up process which took £65 from me but didn't register me as a customer, to being told (when they eventually got a router to me) that normal broadband wasn't available at my address, so I would need to upgrade to fibre-optic - which turns out to be a lie, since I am now online with another company, using regular broadband, having used library computers for 2 months during which time I despaired of ever having home internet again! AVOID this company - they are dragging the John Lewis brand into the gutter - I don't even want to shop there any more!
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    1 star
Sheffield John Lewis Broadband  
After 5 months of hassle we are still having problems with John -lewis /plusnet
Present download speed is 0.18. We did try using CISAS to resolve the problem but stupidly let John lewis talk us out of pursuing the case.That will not happen this time!
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    1 star
Halstead John Lewis Broadband  
Absolutely disgusting service.
The word service should not be able to be used by some companies, this being one of them. They go through the same call centre rubbish as many more.
The bottom line, they are liars and cheats.
I am contracted to receive a speed of 35mb +/- 1mb therefore minimum 34mb
After 6 months of complaining and being told it was my system I was eventually advised that there was a block on my line which had not been removed by BT.
2 months later, I am still getting 23-25mb. At each engineers visit they advised before they left that they were getting 40mb...LIARS
One more engineer visit and they then advise that the line is NOT capable of providing 34mb.
I have asked that my payments today are returned in full and that if they wish to keep my business they offer a new rate. I believe this is more than fair considering the trouble I have had, getting ANYONE to contact you is impossible...
STAY AWAY!!! This is a poor Plus Net service managed by incompetent people/systems
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    1 star
Newcastle-under-lyme John Lewis Broadband  
After the initial deal, got very expensive. Switched broadband provider, then went on hols, only to discover that they had closed the email account down very swiftly, which cannot be reinstated, which is a problem for an easyJet booking as they only use the original email. Apparently unable to reinstate webmail or anything (I am absolutely sure they could if they wanted to). Very peeved.
  • Satisfaction
    2 stars
  • Customer Service
    1 star
  • Speed
    2 stars
  • Reliability
    4 stars
Romsey John Lewis Broadband  
I have just left John Lewis (June) and my main complaint of many I have, is with the cash. Whatever deal you strike with them, on every anniversary it is removed and you have to renegotiate it and get your refund. Having got the refund, twice now the refund was ignored and reinstated to my account. Now I've left I don't suppose I'll ever get back to my original deal and get my refunds. Watch this company they delight in adding bits of charges to your account and then you will waste a day on the 'phone to sort it out. It has got worse in the last year, I wonder why?
  • Satisfaction
    2 stars
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    2 stars
North West John Lewis Broadband  
terrible - poor speed, noisy line an dreadful customer service. bills very unclear
south devon 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  
I wish I'd read all of these reviews before we signed up to JLB, as many others have said.

We were with Plusnet before, & I found their customer service terrible, connection slow, & billing totally confusing. After much deliberating, we joined JLB based on the JL brand & Which report. BIG mistake as JLB is run by Plusnet!

DO NOT JOIN THEM!
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    1 star
Essex John Lewis Broadband  
Terrible - avoid. The connection has been consistently poor. Often disconnects for no reason, Skype calls a nightmare. Upload speed virtually non existent. Switched to quality fibre provider now and the difference is astounding. Customer service poor - JL claim they never received our order to change suppliers despite BT engineer coming out to switch on new provider. We are effectively paying 2 suppliers for 2 months and despite repeated phone calls I cannot get this resolved unless I pay an additional £25 disconnection fee! Surprised that the John Lewis brand has such poor customer service.
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    1 star
London John Lewis Broadband  
John Lewis made a big mistake contracting PlusNet to run its broadband. Arguably the most respected brand on the High Street being dragged down by the shysters from Yorkshire. Everything about PlusNet is bad; From the overuse of traffic management reducing your download speed (to below 1Mbp in my case, normally 4-5Mbps) to the truly appalling customer service. Like some other reviewers I decided to take advantage of no penalty charges to leave after a price hike. Although the change to my new supplier went through without problems it was then followed by numerous E-mails that seem to come from a demented robot. It included penalty charges of course disguised under another name, bills for negative amounts, complaints that I had cancelled my direct debit (I hadn't), then thanking me for reinstating it,and phone call charges for the period after the change to new supplier. Phoning customer services was a complete waste of time as they were either too stupid to understand or didn't care. I am now going to complain to Ofcom.
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    2 stars
Bromsgrove John Lewis Broadband  
appalling customer service,very unreliable broadband phone service intermittent.
They put up their prices a few months ago and offered an opt out if you wanted to cancel.So two months ago I terminated my contract but they have ignored this and despite many attempts at contacting them they are still sending me bills and threatening letters.Avoid their broadband like the plague.
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    1 star
Chatham 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  
My contract amount was changed very shortly after taking the contract with John Lewis Broadband. I took the option offered to cancel the contract within 30 days as a result of the price change. However, despite phoning immediately to cancel, and receiving confirmation I had cancelled, they still text and emailed me after the service ended, saying I owed early cancellation charges of £87. I had to make several phone calls to clear this up, and, when I tried to email in response to the chasing emails and texts, these bounced back sayimg no incoming emails allowed telling me to go to the website. Spoke further being held with excessively loud rock music (i had to place call under pillow - not on loud speaker!! - and could still hear the music) when they said they didn't know their emails were translated into a notification to log on to their website to "create a ticket". Their texts can be sent "read and reply", but they send their texts "send only". Very very frustrating and upsetting. Never again will I use either John Lewis or their back up service Plus net. I cannot recommend John Lewis Broadband at all. Tip to John Lewis Broadband - Customer service is key and you failed miserably and have one irritated and upset customer who will never return.
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    1 star
South East UK John Lewis Broadband  
Our download speed is 0.19mbs and frequently disconnects this has been the case for more than 2 months. we have complained frequently to john lewis
(Plusnet) and they have been unable to resolve the problem.The problem continues.Legal action is the next step!
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    1 star
Halstead John Lewis Broadband  
I was with Waitrose for many years and never had a problem. Customer service was very good as was broadband speed and reliability. The change over to "Green bee" went very well and I retained my old email address and personal website URL and all has remained as good as ever it was except for Waitrose webmail which I've used for years with no problems. About a year ago I started to experience drop outs and disruption to Waitrose webmail so much so it's become virtually unusable! I recently found out after posting a complaint that John Lewis is aware of the problem
and they have now suggested I use the John Lewis webmail service? I was never informed that there are two services running and I have been tearing my hair out wondering why the old Waitrose webmail service had become so appalling! Why on earth did John Lewis not inform me and why has the old Waitrose webmail site not been closed down?
To give John Lewis their due they have been experiencing countrywide problems and their/plusnet service is undergoing a massive upgrade at present. So apart from the webmail fiasco I remain very happy with their overall service and having heard some of the horror stories about other ISP's I will remain with John Lewis.
  • Satisfaction
    4 stars
  • Customer Service
    4 stars
  • Speed
    4 stars
  • Reliability
    4 stars
norfolk 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  
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  
Just don't even think about it. The service is dire, without doubt the worst broadband provider I have ever had - can't wait till the contract ends. I will be avoiding John Lewis/PlusNet/BT in future. What a silly way to trash the John Lewis brand.
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    1 star
Netley Abbey John Lewis Broadband  
I switched from BT to John Lewis broadband a year and half ago, due to the reputation of John Lewis.
John Lewis broadband use Plusnet as their carrier. I have had issues with the service ranging from dropped connections, low speeds (sub 2 MBPS) and bad customer service.
The hub that is provided is low power and I get no signal after 5 meters.
I tried calling the customer service team numerous times to resolve the issue, but they are absolutely useless.
I have signed up with another provider and I am hoping they cannot be as incompetent as John Lewis.
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    1 star
Hounslow John Lewis Broadband  
Most of the time download speed is below 0.3 mbs Has been below 010mbs.
Impossible to view even low resolution videos. Emails with attachments often time out. It's probably due to a poor telephone line, but it's still john lewis's responsibility!
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    1 star
HALSTEAD John Lewis Broadband  
So many negative reviews! I thought I'd add a positive one for variety. I moved from BT to JL for price reasons - JL works about about fiver a month cheaper, partly because 1571 and caller display are free, which they're not with BT. An Openreach engineer had to fit a new incoming box and modem, and hadn't done a JL one before so I had to help him work it out by finding out what to do online. Speed and reliability are merely OK, but merely OK is as good as it gets anywhere in my area. I think JL broadband is a good deal, and I like their no-nonsense straightforward approach to pricing. The latter is the only real difference I can see between getting your Plusnet broadband via JL or from Plusnet direct.
  • Satisfaction
    4 stars
  • Customer Service
    4 stars
  • Speed
    4 stars
  • Reliability
    4 stars
Isle of Wight John Lewis Broadband  
Maybe we all have something in common? Complete deception. I left BT at the point of going to the ombudsman Until bt finally admitted liability. As I was moving house I vowed never to use BT again. I therefore switched to JL and because I have trusted the JL brand for some 40 years I felt no need to read the small print - JL customer service, pricing and guarantees have always been first class. Yet JL broadband has let me down big time. Moreover my broadband stopped working completely when I refused to except the measly compensation being offered by BT for my last contract. Turns out BT owns 80% of Plusnet which operates 100% of JL broadband. I have encountered dishonesty both at BT and Plusnet masquerading as JL. nEver ar JL. JL needs to compensates us if JL Broadband won't . Finally it seems likely that BT and Plusnet have a blacklist for what they perceive as difficult customers. It would not surprise me if they could cut off broadband connection out of spite so that as is happening to me now, I am forced to consider going back to BT and paying £175 of breakage costs for a contract for a service that has been shockingly useless.
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    1 star
Oxfordshire John Lewis Broadband  
Moved from BT to JL almost two weeks ago and still have no broadband. Lost count of the emails I've written and the hours wasted on their "technical helpline", most of which are waiting for my call to be answered (58 minutes in one case).

Seriously, if you value your sanity, do not even consider switching to John Lewis.
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    1 star
Bedfordshire John Lewis Broadband  
AVOID AVOID AVOID!!!!!!!!
If you wish to experience abject misery, hours of water boarding like oppression, waiting and having to listen to appalling, oppressive music for hours on end and then EVENTUALLY having to listen to what amounts to is a pack of lies, and then after all this you do not get what you signed up for in the beginning...............
SIGN UP TO JOWN LEWIS BROADBAND!!!!!!!!!!!!!!!
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    1 star
Ashbourne John Lewis Broadband  
We have been with JL Broadband now for just over three months and signed up to this on the basis that it was recommended by Which? as broadband provider of the year. The broadband service itself is provided by PlusNet - customer service is extremely slow (on average a 20 minute to their customer services hotline every time) and the connection speed is awful. My partner works from home and needs fast broadband to upload and download services from the internet. JL Broadband has massively hindered the efficiency of his work and we are having to restart our router every single day due to the fact that the line drops frequently to about 0.26MBPS which is completely unacceptable. I would not recommend this broadband service to anyone and we will most certainly be cancelling our subscription when the contract is over.
  • Satisfaction
    2 stars
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    1 star
London John Lewis Broadband  
I would not have believed that any company could be this bad, let alone John Lewis. Dreadful customer service, incorrect bills every month, hours on hold having to listen to the worst loud on hold music on the planet. The whole thing is run by Plusnet and you are just paying twice as much for the John Lewis brand. But complain to John Lewis and they don't want to know - they just tell you to call the help line, which is actually plusnet. It's a complete con and an absolute disgrace. I have now left and gone over to the Phone Co-op who are great, but John Lewis are still demanding money I don't owe.
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    1 star
Yeovil 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  
I work from home - or rather, I did, until I signed up with John Lewis broadband. Now, I just spend my day on the phone to JL’s technical support line. It’s now my 42nd day without a broadband connection and there’s no sign of a resolution in sight. On the dozens of occasions when I've rung JL to find out what's going on - they never ring me, though once in a while I do get a completely irrelevant text - the customer service has been helpful and friendly, but absolutely useless at actually getting the service back. Reading between the lines, the problem is that JL have no power. BT Openreach owns and administers the lines, and if they can't be bothered to send an engineer, the line doesn't get fixed. There's a minimum ten-day wait time before Openreach will even consider a fault request, and twice so far no engineer has turned up. A couple of days ago JL offered me £25 in compensation, but the last monthly bill (for a service which I didn't receive) was for £45.06. It’s so bad it’s almost comical. Almost.
  • Customer Service
    2 stars
Herefordshire John Lewis Broadband  
Well, it's now my 39th day without a broadband connection. On the many, many occasions when I've rung JL to find out what's going on, they've usually been helpful and friendly, but absolutely useless at actually getting the service back. Reading between the lines, the problem is that JL have no power - Openreach owns and administers the lines themselves, and if they can't be bothered to send an engineer, the line doesn't get fixed. There's a minimum ten-day wait time before Openreach will even consider a fault request, and twice so far no engineer has turned up. Yesterday, JL offered me £25 in compensation, but the last monthly bill (for a service which I didn't receive) was for £45.06. I work from home - or rather, I did, until I signed up with JL.
Herefordshire John Lewis Broadband  
I wish in had read these reviews before starting! They are pretty telling... Don't use John Lewis broadband!! Our experience was very very bad, we have cancelled our order now... no broadband after 6 weeks. The worst thing was being told it would be connected on certain date time after time... Even promised then it not happening. So frustrating! Don't touch them with a barge pole!
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    1 star
Rutland John Lewis Broadband  
Unbelievable - the worse experience we have ever had!

We have been without viable phone and broadband for 1+1/2 months (now fixed...), and the support from John Lewis has been awful.

Honestly, DO NOT USE THEM!

We have had promise after promise - broken.

Promise call backs - never made.

Promised fixes - never materialised.

And the time spent hanging on the phone waiting for them to answer is worse than calling support based in India! And that was a major reason for going with John Lewis in the first place - UK based support, and the John Lewis name, which is normally associated with good support!

We are very, very upset and annoyed with the whole experience.
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    1 star
Hertfordshire 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  
They took my money but never connected me. Sent many emails without proper response. The worst customer services I come across. Waited 1 1/2 months then went to sky
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    1 star
Sussex 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  
Left before my contract even began, the customer service was so bad. 15 minute waits to speak to someone, awful defeaning loud music while they put you on hold or transfer you to someone else. Two out of three people I spoke to were unable to find my details. Then when I asked for confirmation in writing that the account had been cancelled, I got two 'contact us' messages requiring me to log into a website to see the reply, which I was unable to do as the password I was given didn't work.
One operator apologised for the wait and poor customer service, saying that the company is in the process of training up another 100 operators. Ignore the Which recommendation, as the reality falls short of expectations from the JOhn Lewis brand.
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    1 star
Exmouth John Lewis Broadband  
The worst provider I ever had, I discontinued the contract within the cooling period as I suggested all the crap which will follow, however they manage to delay to stop the services and I had to pay for early breaking the contract. Real hustlers, never ever again and because of them the plus net as well.
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    1 star
Great Barr, Birmingham 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  
A follow up to the review below. Over a month without Internet despite having moved and elderly relative. The worst time to lose your connection. Spent more time on phone. 40 mins last night. Great chap. Admitted they had made another error at the start of the order and said that I would be connected in 15 mins! Joy!!! Rubbish! Still not connected and red light still on, BT says lines and exchange all working fine. What the hell shall I do next? This is really the worst company I should have connected with.
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    4 stars
  • Reliability
    1 star
Surrey 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  
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  
I would absolutely not recommend John Lewis broadband. Avoid like the plague. I spent 1 hour and 45 mins waiting to speak to their tech team the other day. And not surprisingly they failed to connect me within the 14 day period during which I can cancel my contract. So now they say I can't. They failed to call me back when they promised to. They took money from my account 14 days before my service was connected. Shockingly bad.
London 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  
repeated internet problems sold a router that was not required had to pay to get an engineer in 30 minute waits on the phone. Terrible iSP
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    1 star
Otley John Lewis Broadband  
Told JLB that I was moving in November -
Still not connected at my new address. First
contact took down the wrong address. The
second 'had not made it visible' and the third
is still trying. How difficult is it to change from
one address to another three miles away!
I have spent over two hours on the phone to
them and they offered me a month's free service!
I haven't been able to use it for a month!
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    4 stars
  • Reliability
    4 stars
Surrey 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  
I signed up for this after reading a very positive Which review. How stupid. If I could give it 0 stars I would. It is quite the worse connection, drops out continually and is so weak - we have neighbours two whole houses down the road whose broadband has more bars than ours! And FORGET trying to speak to anyone at their customer service... you will be sitting on the end of the phone for hours. Rubbish! And we're tied in for another 11 months!!!
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    1 star
London John Lewis Broadband  
Unable to rate either Broadband speed or reliability as, one month on, John Lewis have yet to connect me.

They do not answer calls, they do not answer email. They do not respond. They have taken my money and provided no service.

In my book this is called fraud. John Lewis should be prosecuted and held to account.

When I see their Christmas advertising and hear how much it has cost it makes me feel sick. They ought to be ashamed.
  • Satisfaction
    1 star
  • Customer Service
    1 star
Exeter John Lewis Broadband  
Infact Its ZERO RATING. Horrible! Pathetic! Ordered yesterday and cancellenig today After 20 mins of horrible wait I got hold of an agent who took my details initially I called to change the engineer appointment and I was put on hold and then they disconnected the call . There was no call back .. No apology and I called again after 20 mins got to the same dept who transferred the call to another dept as I had made up my mind to cancel this pathetic service. Every time I say cancel my order , I get a mobile message on my mobile from JL saying your phone order is getting delayed and they disconnect my call. I am not a kind of person who writes reviews. But this Experience PLZ STAY AWAY UNTIL JLB grows out of its infancy.
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    1 star
Cambridge John Lewis Broadband  
I ordered Broadband and a phone line to be installed back in October and here we are in December and I am still waiting for it to be connected. I have had no updates. If I call John Lewis the sales department answer calls after 1 ring - after sales and order follow up, I am on a call now - been waiting over 20 mins now and no one has answered!! This is a car crash of a service provider masked by the good reputation of the John Lewis Brand - AVOID LIKE THE PLAGUE!!!
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    1 star
Ringwood John Lewis Broadband  
changed over to john Lewis after reading they were best for customer service
this was wrong i did not know it was in fact a front for plus net until after i had it installed
i went for super fast broadband which was far from it
after many dealings with plusnet who could not get me the speeds i thought i would be getting i wanted to leave i was then told if i left i would have to pay till my contract expired
so i am in effect paying for a worse service i have everything documented and at the end of my contract i shall take out a summons in the small claims court against John lewis
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    1 star
Blackpool 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  
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  
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 couldn't gain access to the internet all day yesterday and was unable to get an answer from the service team between 8 am and 11pm- at one point I held on for 40 minutes listening to tasteless crap music and a useless message telling me that I didn't have to phone in as it was possible to fix most of my problems online! I called the service team at 6 am this morning and finally got an answer - I was told that JL mainframe had reset my router's code and that I had to reboot it - I was told how to do this and ten minutes later normal service was resumed! Later I discovered that the JL website had crashed owing to Black Friday demand. Are JL trying to do too much with too little equipment? I gather from other websites that there have been problems with the JL website for at least two years. If the JL broadband service does crash again would it be asking too much for JL to put a recorded message on the helpline explaining what the problem is instead of leaving customers to wonder for 24 hours what on earth is going on?
  • Satisfaction
    3 stars
  • Customer Service
    2 stars
  • Speed
    4 stars
  • Reliability
    4 stars
Hampshire John Lewis Broadband  
I would strongly recommend that anyone thinking of joining John Lewis Broadband read all reviews for Plus Net , because that is who you will be dealing with !! I have had all sorts of customer service problems in the 3 months since I signed up with them. John Lewis PLC don't want to know about the problems and simply referred me to the customer service dept which is run by Plus Net ! They have shown total incompetence in setting up a simple direct debit and simply accused me, incorrectly ,of cancelling it. I have printed off 100 pages of communications with them and wasted days trying to make a payment to them. Their systems to pay online do not work and it is a joke trying to get through on the phone unless you have hours to wait on hold. I left talktalk just before their latest problems and feel I jumped from the frying pan into the fire!! The more I investigate ISP's , the more I realise how shambolic they all are.
  • Satisfaction
    2 stars
  • Customer Service
    1 star
  • Speed
    3 stars
  • Reliability
    3 stars
u.k. 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  
Absolutely terrible. No one answers the phone. Slow isn't the word. Would definitely not recommend.
New Malden 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  
Admittedly fibre optic broadband has only just been installed and I was warned speeds my go up and down initially, but since I've had it I've had to phone John Lewis 4 times; each time I've waited in a queue for around 45 minutes; my broadband connection keeps cutting out; and the last few days my speed has fluctuated between 0.56mbps and 2.84mbps instead of the 34-40mbps advertised!! Not at all what I'd anticipated based on reviews read etc. Sorely disappointed.
  • Satisfaction
    2 stars
  • Customer Service
    2 stars
  • Speed
    1 star
  • Reliability
    1 star
Devon 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  
DIABOLICAL CUSTOMER SERVICE!
Over the last week I have had cause to phone John Lewis Broadband helpline on numerous occasions and have experienced response times ranging from 25 minutes at the best to 50 minutes at the worst. How John Lewis can equate this with their customer service values baffles me.
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    2 stars
  • Reliability
    1 star
NORTH CERNEY John Lewis Broadband  
I wish that I'd read this site before signing up to JL Broadband....like others I followed the "Which?" guide about JL...not reliable advice at all, very unusually for "Which"? From wrongly quoted packages/ speeds/ failure to provide the agreed email address/ broken promises/ long waits for customer service/ to my password not working (twice) I'd give John Lewis Broadband "no stars" for satisfaction if I could. Hugely disappointing; I was quite wrong to assume that the excellent reputation of JL would apply to their broadband service...to be avoided unless you enjoy being continually disappointed.
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    2 stars
  • Reliability
    2 stars
Southampton John Lewis Broadband  
Absolute disaster thought I was going with a John Lewis product but turns out that John Lewis Broadband is a seperate company and what's worse JL don't care if they give poor service and turn a blind eye. It is impossible to escalate a complaint. So far we have been cut off, missed appointments, super slow fibre and a faulty phone line which I feel will never be resolved. The icing on the cake is that one of the engineers broke my front door. John Lewis and JLB say it's nothing to do with them so we have now got to deal with BT who frankly could care less. I feel that the hole thing is a breach of trade descriptions by John Lewis.
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    1 star
Leicester John Lewis Broadband  
Scrape away the thin veneer of John Lewis and you have BT (which owns PlusNet, which runs JLBB). Awful speed, awful service when I moved. Awful service when I first signed up over a year ago. OK, they are nice on the phone but that does little to hide their incompetence.
  • Satisfaction
    1 star
  • Customer Service
    2 stars
  • Speed
    1 star
  • Reliability
    1 star
Laughton John Lewis Broadband  
Awful. It took 6 weeks and many phone calls to get it set up. They said the phone line needed to be reconnected, but this turned out to be true. It didn't seem to work all that well, but at the end of September it started cutting out and off. We wrote to them several times and have also phoned. Their latest reply is to say there is nothing they can do. So we are sending it back pdq.
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    2 stars
  • Reliability
    1 star
Lanark John Lewis Broadband  
When I moved house I decided to switch from sky to John Lewis Broadband Service based on the Which review. It has been an abysmal experience of customer service. It takes about 30-40 minutes to get through to them by telephone. Unfortunately the online query service doesn't seem to really work in the way it should in that my queries just languished with key parts of the message being ignored. I only managed to get results when I rang through to John Lewis complaints department and stressed that I had got nowhere with them and it was they who chased the query. If I had not have done that I have no idea who I would have ever got the problem resolved! I would never recommend.
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    3 stars
  • Reliability
    3 stars
Cardiff John Lewis Broadband  
Absolutely shocking, as with other disgruntly customers, I read the Which report and aswell as the JL brand, thought that they would be better than BT - how very wrong I was, an utter disaster, makes life working from home impossible. John Lewis should remove their brand name from this immediately as it will ruin ther previously good record of excellent service. This service is a disgrace.
Minety John Lewis Broadband  
TERRIBLE experience. Had to chase to get it set up again and again. Finally live and 3 days later they "accidentally" cut me off - no phone no broadband! The support line has a wait time of minimum 30 mins but usually longer and I held for ages on 4 separate occasions. They couldn't reinstate the line for over a week due to their error. I've asked other providers and it will cost £59 to reinstate my line and I have to have a new number too - unbelievable inconvenience. Worst of all they just didn't care less. So now I have no BB for another 7 days!
Don't risk it with JLBB until they have got their act together!
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    3 stars
  • Reliability
    1 star
dorset 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  
Being customer for 20 days and was totally disapointed, the customer service is good, nive people kindly speaking and talking about the weather and other things, however didnot signed the contract to chat with them.
  • Satisfaction
    1 star
  • Customer Service
    5 stars
  • Speed
    1 star
  • Reliability
    1 star
Birmingham John Lewis Broadband  
ABSOLUTELY TERRIBLE SERVICE! Went with JOhn Lewis based on the excellent reviews and "Which?" recommendation. these are unfounded. followed instructions to the letter - instructions say "you may have to wait 15 minutes" been 30 hours now AND STILL NOTHING!! - NO connection, no help from customer services other than "oh it might take a few days maybe we should have sent you an email" this was after having to find bank details to tell them and all sorts of other "security questions" around 20 minutes it took them to tell me it may take a few days . WHY DO THEY NOT TELL YOU THIS IN THE PAPERWORK?? !! NOT IMPRESSED AT ALL. I shall be cancelling and going back to my original broadband supplier. John Lewis = useless. Cant say how fast it is as I have not been able to connect. I will not be recommending them that's for sure
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    1 star
Birmingham 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  
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  
Do not take out Broadband or phone line with JL, I called them to notify them I was moving in 2 weeks and they my broadband and phone that day. Refused to try and reconnect me. I took out another contract with another provider and know JL have engaged a debt company to cut an early cancellation charge from me. It was JL that cut me off although I was paid up to date! C U in court JL.
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    2 stars
  • Reliability
    2 stars
Cheltenham 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  
On moving house we decided to move to John Lewis Broadband. When we called we were advised of a 2 week lead time. We booked on-line and were given 3 possible installation dates. Chose one then heard nothing. Time was critical because I can only work from home if I have broadband and I have a very young child. Had we been advised of the real lead time, we would have found a different supplier. I called the week before the chosen date and the original date was confirmed on the phone with a time slot. Took my last day of leave off to be at home. On the afternoon of the installation i got an email giving a date of installation a week later. My husband had to take a day off unpaid to be in. When I complained I was advised that they had not confirmed the date by email. I explained this had been done verbally. Yesterday the Installation went ahead fine. Today the broadband doesn't work at all. Each time i have called I have had to wait approx half an hour for an answer. We used them because John Lewis have such a great reputation for customer service but our experience has been appalling. I regret having anything to do with them.
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    1 star
Reading 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  
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  
John Lewis broadband is a complete con. John Lewis allows Plusnet to use its brand name and you buy a package from Plusnet at an inflated price. Everyone you deal with on the phone works for plusnet and there are no John Lewis employees involved in it. Even if you complain to John Lewis head office about the terrible service, they simply refer you back to Plusnet
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    3 stars
  • Reliability
    3 stars
Somerset John Lewis Broadband  
thought i had got broadband from John Lewis but it is Plus net

We have had nothing but problems since switching over to John Lewis broadband I have contacted them for the last six weeks I have left messages on there open queries page Up to then I was dealing with the same chap but now he has failed to respond for over twelve days , that was when he made this statement to me, because I was saying I was going to cancel my contract as I am dissatisfied with the broadband speeds.
Obviously, you are well within your rights to cancel at any point but cancellation charges would apply, even if it is found to be something that was on the network and not your responsibility. However, I understand that if this is fixed then cancellation no longer needs to be an option anyway.
This really upset me for how could anyone be responsible for something that was not my responsibility.
I contacted John Lewis customer service about this offensive statement but they referred me back to John Lewis broadband but despite putting it on your Queries page once again no one has responded.
It seems I am being passed from one department to another within John Lewis.
We have had two workmen here from open reach sent by them and they can find nothing wrong with our equipment so the fault must be on the line or at the exchange.
I have been doing regular speed tests and at times this well below what was expected at times the Broadband service is idle
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    1 star
Blackpool John Lewis Broadband  
So far, so good. I have been with John Lewis broadband for almost six months and have not had problems. In the first week or two the download speed seemed to fluctuate but I generally get 11-13mbps, and upload 1.5mbps. Sufficient for web use and music/video. Far faster and more reliable than my previous broadband provided by a large supermarket chain.
  • Satisfaction
    5 stars
  • Customer Service
    5 stars
  • Speed
    5 stars
  • Reliability
    5 stars
Lambeth John Lewis Broadband  
no such thing as john lewis broadband they just drop ship you plus net so if you want a really poor experience just join plus net your self and save some money, but be warned its rubbish
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    1 star
kent John Lewis Broadband  
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.
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    1 star
kent 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  
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.
  • Satisfaction
    2 stars
  • Customer Service
    2 stars
  • Speed
    3 stars
  • Reliability
    3 stars
Woburn Sands 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  
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.
  • Satisfaction
    1 star
  • Customer Service
    1 star
Bristol John Lewis Broadband  
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!
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    1 star
Herefordshir John Lewis Broadband  
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.
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    1 star
Cambridge 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  
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.
  • Satisfaction
    2 stars
  • Customer Service
    4 stars
  • Speed
    2 stars
  • Reliability
    3 stars
London John Lewis Broadband  
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.
  • Speed
    2 stars
  • Reliability
    3 stars
Liverpool 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  
We switched to John Lewis from BT because they had a good offer on broadband and we were tempted by the fact that John Lewis won Which best buy on customer service. Ever since we switched we had nothing but trouble with customer service. The agents themselves are nice and polite over the phone, but things just don't get done. First of all it took over 2 months for a switchover, because despite us sending a mac code on time no one bothered to let us know that it didn't work until I chased them myself. Then we decided to switch from regular to Fibre broadband. Again, over the phone I was told the day the engineer was coming so I cleared the day, until I got an email, saying that the date has been confirmed for the engineer to come out and it was a different date! So that is one day wasted for me. In the meantime I received a couple of emails saying that they regret we decided to move away from John Lewis broadband, which we didn't, so I had to chase those emails up as well and turned out it was just because we were switching between different packages. Then, we finally got our Fibre broadband and all was good until the first month charge notification came through - the deal was that the first three months were free, yet I was being charged full price! Now I ring John Lewis to find out the cost of cancelling the contract, and since the service been so poorly I asked if there was any discount they could give on cancellation fee they said no.
So bottom line - think carefully before you switch to John Lewis. It's been a nightmare for us.
  • Satisfaction
    3 stars
  • Customer Service
    2 stars
  • Speed
    4 stars
  • Reliability
    4 stars
John Lewis Broadband  
I've had no Internet connection for a week. There seems to be no sense of urgency from their technical team and they don't honour their 'will get back to you within 24 to 72 hours'- deadline which has now expired twice without them getting in touch with me. They just say that the problem is with BT and they will let me know when there's any news. But as there's no news, they don't get in touch. I need the Internet for my work so this is a total disaster.
London John Lewis Broadband  
My first IP was Waitrose, and now John Lewis. I have had excellent service for over eight years. The customer service team and tech support have been brilliantly helpful, and I have no problems to report.
I recommend JL broadband.
  • Satisfaction
    5 stars
  • Customer Service
    5 stars
  • Speed
    5 stars
  • Reliability
    5 stars
Midlands John Lewis Broadband  
John Lewis' reputation must no longer be important to them - quite the most incompetent, ineffectual and dishonest broadband provider I have used so far. I can't rate the broadband speed because even after five engineer visits, it still hasn't been connected yet. Changing to John Lewis in reality means you will be without phone or broadband for an indefinite amount of time (but John Lewis are really sorry, and will get it sorted as soon as possible..........in a couple of weeks)
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    3 stars
  • Reliability
    1 star
Hampshire John Lewis Broadband  
I got an agreed order from John Lewis on 8th of May. Just been told they couldnt transfer my number and will start the process from scratch again. I will have to wait another 2 weeks. All very nonchalant.

Asked to speak to manager. Was fobbed off twice.


This doesn't bode well.
So far unimpressed.
  • Satisfaction
    2 stars
  • Customer Service
    2 stars
London 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  
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  
We thought we might be taking a chance having read all the reviews on here about John Lewis Broadband.
But, as it turns out, everything is up and running exactly as it should be and have had no problems with customer service. It is easy use the online support, and they do get back to you. Honestly! I'd recommend them. And at a very fair price for rural areas with everyone paying the same.
I have the Standard 20gb, and Anytime phone package
  • Satisfaction
    5 stars
  • Customer Service
    5 stars
  • Speed
    5 stars
  • Reliability
    5 stars
Droitwich 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  
I was told I would regret the decision to change to John Lewis and that is an understatement. Nightmare. Logs out constantly, unbelievably slow, impossible to complain. I could go on.
East Sussex John Lewis Broadband  
Took ages and many interactions to get phone and broadband set up following my house move. Have had regular problems since then. I endorse what others have said about waiting time to speak to a support person, and the 'on hold' music is excruciating - not what I expect from John Lewis. The service level is way below what I expect from John Lewis. Given that I could have gone direct to Plusnet for less money, I am very disappointed.
Norwich John Lewis Broadband  
Cannot believe the poor broadband speed. Made mistake of changing from BT (great speed, poor customer service) to JL broadband and am regretting my move. Now stuck for 12 months until I can change back. I would not recommend JL at all.
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    1 star
Lincolnshire 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  
I after many years with BT I migrated to John Lewis Broadband because of cheaper advertised prices and the excellent customer service received at their stores.
Unfortunately it's been a disaster: fibre line speed is less than before - 60% worse for upload, customer service is terrible - John Lewis stores don't want to know about problems and JL Broadband doesn't care nor resolve issues.
Since I moved in December 2014 there have been 4 outages, including one today for 4 hours and counting.
I can't wait for my year's contract to expire so I can return to BT.
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    3 stars
  • Reliability
    1 star
Port Talbot John Lewis Broadband  
Somewhat of a let down for the John Lewis brand....
The customer service is great when you talk to somebody - all the agents have been thoroughly helpful - however you need to call them far too often. The speed is ok sometimes but is frequently dropping to an unusable level. For fibre I'd strongly recommend going elsewhere and given our phone has had a line fault for the majority of the last 6 months I can't recommend the phone either. Overall: terrible.
  • Satisfaction
    2 stars
  • Customer Service
    4 stars
  • Speed
    1 star
  • Reliability
    1 star
London John Lewis Broadband  
Don't touch them with a bargepole. The most unreasonable and unhelpful company I've had the displeasure to deal with. I ended up pulling out just before the cooling off period finished and even then they made things difficult and wouldn't acknowledge my request and tried to direct debit money from my account.

You have been warned.
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    3 stars
  • Reliability
    3 stars
Warwick 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  
Absolutely appalling customer service from a company that boasts of its reputation in dealing with customers. I suggest that they may wish to review there partnership with Plusnet or lose loyal customers. I will never again shop with John Lewis in any respects.A shame after 20 years. Reputations are quickly lost.
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    3 stars
  • Reliability
    3 stars
Devon 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  
I wish I had read the other negative comments before I signed with John Lewis Broadband as my experience echoes theirs. OK at first, and then when the connection started dropping-out, so did the customer service. All the things listed by other users I experienced: broken promises; engineers not turning up (at all); compensation promises renegaded on and so forth. I chose John Lewis because of their reputation, as a brand, for customer-service and I think that 'their' broad-band is likely to do them considerable reputational damage. Do not sign up to this service (especially at the 'premium' price which they charge - it is a disaster).
  • Speed
    3 stars
  • Reliability
    2 stars
North East John Lewis Broadband  
Started ok, but after a line fault it took over 8 weeks to sort out, mainly down to customer service not being able to do anything other than what their computer screen said. As this service is run by plusnet, i'd stay clear of both.
  • Satisfaction
    3 stars
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    1 star
Cornwall John Lewis Broadband  
OK as long as you don't need customer service. They locked me out of their email account due to a problem they discovered. A 15 minute wait on the phone (not too bad I suppose). New password issued. Tried to log in but it didn't work. Another call to "customer services". I was ot typing it in wrong so transferred to tec services. 45 mins later my battery dies. As I'm up at 5am I thought I would get through. High call volumes at 5AM !. By 6 AM my phone died. Saga continues...... John Lewis seems to have joined the race to the bottom that is UK customer services. We've had your money now sod off.
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    3 stars
  • Reliability
    5 stars
Malvern John Lewis Broadband  
It's OK unless you need technical support, but the support is simply awful. 'Higher than expected call volumes' at 6.30am! Waiting for ages having to listen to loud awful pop music (who do John Lewis think their customers are?) that you can't turn down before you just give up. I'm going back to BT when my contract expires!
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    2 stars
  • Reliability
    2 stars
Somerset John Lewis Broadband  
This company should be truly shameful and i would stay far far away from their broadband service.
I joined them on the 25th April and my activation date was 13th May, But on the 13th no bb so i contacted them and they said sorry it should be active by the 14th but that didn't happen so after a long time on the phone and a lot of messing about with routers and passwords they finally said they would send out an engineer the engineer never showed so JL (john Lewis) said they re-booked the engineer but again no show this happened 4 times and was escalated 3 times during that time, any company that escalates your problem more than once is not to be taken seriously. I phoned this JL up and canceled my account today due to the fact they are useless and have done nothing but waste my time i was in my 30day cancellation time by 1 day, but i cant seem to get any of my money back that they took up front. They are also sarcastic as soon as you request a cancellation.
  • Satisfaction
    1 star
  • Customer Service
    2 stars
  • Speed
    1 star
  • Reliability
    1 star
Horsham John Lewis Broadband  
Total disaster trying to get fibre. Discovered that Plusnet who are the JL service provided is much cheaper direct! JL even mucked up doing the MAC code!
Far better than BT but not up to usual JL standards
  • Satisfaction
    2 stars
  • Customer Service
    2 stars
  • Speed
    3 stars
  • Reliability
    3 stars
Milton Keynes John Lewis Broadband  
It took nearly a month to get everything working, they just don't seem to know what they are doing half the time. Poor service and even a bad attitude at times.I will be switching at the first opportunity.

This is NOT the standard you would expect of John Lewis
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    3 stars
  • Reliability
    3 stars
Borders John Lewis Broadband  
We have fibre broadband and the speed is excellent. Customer services is also excellent and free and are based in this country. Completely STRESS FREE. Everything was set up on the days quoted and I would recommend to anyone.
  • Satisfaction
    5 stars
  • Customer Service
    5 stars
  • Speed
    5 stars
  • Reliability
    5 stars
Ruislip MIDDLESEX John Lewis Broadband  
Terrible customer service ordered fibre no engineer turned up wasted a whole day of work no one informed me then changed to adsl with them and my adsl router has not arrived although promised for today. False promises and hopes from the beginning would not recommend at all and now just waiting for my contract to finish john lewis broadand gives the company a bad name. Their staff are rude also!! They have not resolved my issue or even compensated me although i made my complaint over a month ago not worthy of your money at all.
  • Customer Service
    1 star
  • Reliability
    1 star
John Lewis Broadband  
After being with BT anything else seems like a relief. The great things are that there is one level of phone menu with only four options, so you get to the right person without going round in circles. Getting through is fairly quick and you get someone who speaks English that is understandable (the call centre is in Sheffield). Broadband speed is largely down to the local exchange and how far you are from it and is not within the providers control, and the reliability is actually down to BT but if there is a problem, you get John Lewis to sort it out rather than having to try to deal with the inaccessible BT engineers. Cost is the same as BT except that you get twice the download allowance (20Gb per month).

There are only two disadvantages:
1) You don't get mobile Wifi
2) When you are on hold although it isn't for ages you are forced to listen to some really terrible pop music - not what you'd expect from John Lewis. They don't play it in their stores and I don't see why you have to endure it on the phone!
  • Satisfaction
    4 stars
  • Customer Service
    5 stars
  • Speed
    5 stars
  • Reliability
    5 stars
Wessex 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 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  
Basically a good service but not very savvy regarding the 20gB limit. On the one occasion when I unknowingly (visiting Grandson) exceeded the limit the first I knew was when it virtually stopped working. No warning at all and the reason why only became clear when I contacted them. Room for improvement here I think.
  • Satisfaction
    4 stars
  • Customer Service
    3 stars
  • Speed
    2 stars
  • Reliability
    4 stars
East Sussex John Lewis Broadband  
okay but overcharged me for FIFTH month running and they're just not bothered!!!
  • Satisfaction
    3 stars
  • Customer Service
    1 star
  • Speed
    3 stars
  • Reliability
    3 stars
bournemouth John Lewis Broadband  

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