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
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  

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