John Lewis Broadband Reviews

Sometimes the best way to get a feel for a broadband provider is to read what those who are already customers think of the service they're receiving. Below are all the reviews we've received for John Lewis Broadband.

Recent Customer Ratings for John Lewis

  • Satisfaction
    2.7 stars
  • Customer Service
    3 stars
  • Speed
    2.5 stars
  • Reliability
    2.7 stars

Based on 389 customer ratings since 2019-10-20 (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.

693 Customer Reviews for John Lewis Broadband

Reviewer Location Reviewing Date Ratings
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  

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