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
- Customer Service
- Speed
- Reliability
Based on 392 customer ratings since 2019-10-01 (Show all time ratings)
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.
687 Customer Reviews for John Lewis Broadband
| Reviewer | Location | Reviewing | Date | Ratings |
|---|---|---|---|---|
I booked a installation 2 and a half months ago and John Lewis (openreach) lied to us on multiple occasions and engineers had 0 communication. We went 3 weeks past our activation date with no services after lie after lie. The customer service sounds friendly but do not put the effort in to sort out solutions. |
| |||
| Joey | Nottingham | John Lewis Broadband | 2020-09-26 | |
After continual excuses and apologies for failing to connect my broadband the company have now admitted fault, previously blaming BTOpenreach. Dismal customer service, broken promises, on live complaint/query system ineffective, they close requests if they are showing the company in a negative manner. If you were thinking of using them, my advice is don't. I still have no internet 5 days later. |
| |||
| Jon marler | LOWESTOFT | John Lewis Broadband | 2020-09-26 | |
Absolutely awful service, never use John Lewis for wifi. Lack of communication, do not update customers. Still without wifi even though we have paid for engineer and monthly rate. Engineers don’t turn up to appointments neither do they update you of their absence. Haven’t received complimentary voucher neither. Beyond disappointed they haven’t done anything remotely reasonable nor justifiable. |
| |||
| Eleanor | Northants | John Lewis Broadband | 2020-09-22 | |
Lousy broadband - very poor signal, appalling customer service. If I were John Lewis I would stop putting my name to this. Because I was out of contract when i asked to move house they said they'd charge me £65 or else I could choose to be locked in to another contract with them - heads they win, tails I lose. I don't want to be with a company that treats me like this. Please avoid at all costs if you value your sanity. |
| |||
| Paul | London | John Lewis Broadband | 2020-09-21 | |
within days of signing up they informed me of a price increase. so for 10+ montha i have had to pay an extra £2 per month. under new rules i could have cancelled but i had already paid the connection fee of around £70. now my contract is nearly at an end and i have contacted via account query 3 times and not even an acknowledgement. would definitely not recommend....i am going direct to plusnet who at present dont increase charges during initial contact. |
| |||
| tc17 | dorset | John Lewis Broadband | 2020-09-19 | |
Avoid!!! Total bunch of wastemen, seemingly unable to do a housemove,took nearly a month with no Internet, excuse after excuse,always blaming 'the system' |
| |||
| Jack | Sussex | John Lewis Broadband | 2020-09-16 | |
I placed an order for a connection and router one month ago. Money was immediately taken from my account and then... silence... Any questions asked in the online query system they recommend go ignored, the average hold time on the phone is 30+ (with potentially the worst hold music I have ever heard), customer service tends to just tell you its all going to be sorted and to wait 24 hours, and proceed to do nothing about the problem. I've now jumped ship and am trying another company with no sign of a refund happening any time soon. |
| |||
| John | Dundee | John Lewis Broadband | 2020-09-14 | |
Not a good experience, never got service. |
| |||
| Dan | Berkhamsted | John Lewis Broadband | 2020-09-09 | |
I swapped to John Lewis broadband because I (mistakenly) believed it to be the same quality as everything else about John Lewis... how wrong can you be! |
| |||
| Pierre | Ashford | John Lewis Broadband | 2020-09-03 | |
I have ordered the broadband in June. 2 months later, with a response time of 2 weeks on average they still don't know when I could expect to receive it. |
| |||
| Adi | Leicester | John Lewis Broadband | 2020-08-29 | |
SHOCKING. SHCOKING SHOCKING. AVOID AVOID AVOID. SIGNED UP FOR BROADBAND AND LANDLINE PACKAGE OVER 4 WEEKS AGO AND STILL NOT CONNECTED!!!!! |
| |||
| m | uk | John Lewis Broadband | 2020-08-28 | |
I think it is diabolical that I have been waiting 3weeks from when I applied and still do not have the internet every 2dayss I phone and I’m told I have to wait 48hrs then 48hours later I’m told 48hrs then 48 hrs later the same,I totally broke down and had to have a crisis team to come out as you had totally broke me,I still have no internet! It’s terrible to treat people like this especially in isolation |
| |||
| Shirley chandler | Essex | John Lewis Broadband | 2020-08-26 | |
Terrible customer service. Delayed installation of broadband for over a month so ended up cancelling and going with another provider. |
| |||
| Kunal | Ringwood | John Lewis Broadband | 2020-08-24 | |
The worsed ever. They are so bad I cant believe it. They lie to you saying someone will be coming out and the fault will be sorted by the end of the day. Then I phone the next day and they say oh well no one has come out. The message wasn't even passed on. Lie after lie. Never ever again. They waisted hours of my time on the phone and I got know where. So angry with them. Dont waist your time |
| |||
| Torby | Sy59ja | John Lewis Broadband | 2020-08-21 | |
Same as all the others...dreadful nonexistent service. List my initial order so it took over 3 weeks to get connected...only it then didn't work. Takes an hour to get through to support...they then cant fix it and font call back as promised. Needed an Openreach engineer eventually who commented theyd turned the speed right down. A week later, after several drop outs and a painfully slow service.. apparently I shouldn't expect to rely on wifi!!!...I have no internet and they think a faulty router. I'm off to EE to buy their mobile internet. ADVISE NOBODY USES JOHN LEWIS INTERNET...well actually you cant as it doesnt work! |
| |||
| Cheryl | Plymouth | John Lewis Broadband | 2020-08-20 | |
The worst broadband company I have ever had. |
| |||
| Patrik Gyugyei | Edinburgh | John Lewis Broadband | 2020-08-14 | |
Not such thing as “Outstanding Costumer Service” |
| |||
| Richard | Epping | John Lewis Broadband | 2020-08-11 | |
I am literally a kindly guy for everything in my life, while as a trader and computer engineer, the break frequency of network is the only thing that I cannot bear. The funniest thing is that the exchange is not crash when the stock rapidly down while my network done that. So I am never ever recommend this network, I also not suggest the computer related one use it service especially for woking from home. Also, TBH, the network is not have any advantage on price as well.(P.S. This is the longest review I have written my life) |
| |||
| AAron | glasgow | John Lewis Broadband | 2020-08-07 | |
Please do not waste your time and money on this fraud company. I placed a request on 24 July for switch and they deducted money from my account same day. Even after multiple followups, no updates at all. Customer Care experience is dreadful. After holding the line for 25 minutes I managed to connect to one CC representative. The frustrating thing was that without asking anything on the query, he transferred to another section, which in turn went to never ending background music. Quoting 2-3 query id's for reference - 204XXXX44,204XXXX21,204XXXX34 |
| |||
| Jack Felix | Romford | John Lewis Broadband | 2020-08-07 | |
This has honestly been the most painful customer service experience that I have ever had. I would not use John Lewis Broadband if it were the last company on earth. Initially, they cut off my existing provider but failed to connect my phone and broadband to a new service. We have been without a phone or broadband now for 3 weeks. We have lost our old phone number and I have spent in excess of 20 hours on the phone trying to resolve the issue. This mainly consists of being on hold because no one picks up the phone. So far this morning I have been on hold for 2 hours and 20 minutes and no one has picked up. I did try the new customer option and that was picked up in 1 minute and 15 seconds but a very rude female told me I had chosen the wrong option and transferred me mid sentence - I am currently on hold again and have been for the past 46 minutes. It seems that after the initial call to get your business, there is absolutely no customer service at all. I would rather boiL my eyeballs in acid than have broadband installed by John Lewis. |
| |||
| Lynne Moore | Amersham | John Lewis Broadband | 2020-08-07 | |
I didn't believe all the bad reviews because I'm the kind of person that normally just gets on with things but this has been an awful process. |
| |||
| Tom | Finchley | John Lewis Broadband | 2020-08-06 | |
We've had a huge problem with our John Lewis/Plusnet broadband since May and it's now August. Appalling customer service, refused to send out Engineer and every time I call them, they go from the beginning again ...."I'll run a test on the line"....."Oh, yes, it's falling out"...they refused to send a new router but when they finally did, the problem still continued. I've lost business because of it, as I can't work from home with this rubbish. What am I paying for? I daren't swap suppliers at the moment incase I fall down a big hole of helplessness and no-one then takes responsibility. Avoid. I expected more from John Lewis and this whole saga has changed my impression of the company. We had problems last year too. Cheap skates. |
| |||
| Angela J | London | John Lewis Broadband | 2020-08-04 | |
Absolutely disgusted with this service. They were quick enough to take my money. Not had any confirmation, still waiting even though the 3 dates I provided have now been and gone. I want to cancel but can't get through on the phone. Avoid!!!!!! |
| |||
| Donna | Ramsgate | John Lewis Broadband | 2020-08-03 | |
John Lewis (JL) mismanaged my account for a year, then kept wildly overcharging on each bill (not even emailing me bills, but just plonking them on an online account that I didn't realise existed), stopping my internet, etc. After months of this, I paid up for longer than needed & switched provider. But JL continued charging monthly for months, even though I'd left, & threatened me with debt collectors. After much stress, JL finally accepted there was no debt, gave miserly compensation, & promised they'd told their debt collectors to cease pursuing. But after a couple of months, the 'debt' reappeared with letter from JL saying they'd instructed PCS to collect. Suddenly being harrassed again by JL, credit rating threatened, & now PCS harrassing me also. The nightmare continues... will I ever be rid of them? |
| |||
| J | England | John Lewis Broadband | 2020-07-29 | |
Price increased within a few months. Informed me via email that unfortunately I didn't get as it went into my junk. Please note that all their other emails come into my inbox! |
| |||
| Mrs. Clark | surrey | John Lewis Broadband | 2020-07-24 | |
PLease be warned! I took this contract on the back of the John Lewis name and reputation.Within 1 week of my contract they informed me of a price increase - the offer is just a hook! |
| |||
| C Burnett | North Yorkshire | John Lewis Broadband | 2020-07-22 | |
They give you the worst possible speeds until you call them and ask them to fix it. They then feed you some technobabble jargon that even they clearly don’t understand and unthrottle your speeds. Then if you power ever goes out or if you need to unplug your router for whatever reason. You’ll have to do all of it again. Couldn’t recommend less. |
| |||
| Gus | South London | John Lewis Broadband | 2020-07-21 | |
Just completed my 14 day initial period and everything is working how it should with the promised speed. Had to contact customer services at one point and Mahmood was very helpful and polite and got everything on track. So far so good even in the middle of Covid-19. |
| |||
| Terry | Romford | John Lewis Broadband | 2020-07-17 | |
Awful. Very slow speeds and we have currently been cut off with no internet for 9 days and the same thing happened last year for 10 days. They are just Plusnet rebranded, who in turn are BT, but I have stopped shopping at John Lewis and Waitrose as a result. |
| |||
| Alex Robinson | Thatcham | John Lewis Broadband | 2020-07-16 | |
Don't. |
| |||
| Farah | Birmingham | John Lewis Broadband | 2020-07-15 | |
They pick up the phone when you're placing an order, once you have a problem with it you're placed on indefinite hold till you give up. Beyond ****. |
| |||
| Tony | Birmingham | John Lewis Broadband | 2020-07-14 | |
Joined JL 3yrs ago and it has up till now been good. However it is now abysmal fault calls being ignored even though when the contract was agreed for minimum 3mbs ( the most we could get at the time)they now say they have re-written the contract down to .9mbs ( no notice given) currently it won,t even register to test. This is how they treat key worker 2hr requirement needs! |
| |||
| NIGEL ROWE | MISTLEY | John Lewis Broadband | 2020-07-14 | |
I changed to JL broadband after daytime connectivity issues with my previous supplier during lockdown. JL broadband is, if anything, worse than my previous connectivity and is problematic not only during the day but in the evenings too. Furthermore, one of the features offered by JL at sign up was a JL gift voucher, which has not materialised after two months since signing up with them. |
| |||
| C Prescott | Oxfordshire | John Lewis Broadband | 2020-07-07 | |
BE WARNED! This is John Lewis in name only. I was tempted by what seemed like a good price and by the JL reputation for quality and customer service. Once you've signed up John Lewis drops out - the contract is with plusnet. |
| |||
| Rob | London | John Lewis Broadband | 2020-07-06 | |
Signed up so I would be able to work from him as soon as I had moved in. Was told I would be called regarding my complaint. Never was. It turns out they didn’t put the order through so lost £££ in buisness. As way of compensation I was offered 2months free internet but still paying line rental (so about £6 off) very annoyed. Internet isn’t even reliable or strong. Wish I could get out of this now but can’t. |
| |||
| Maria | Taunton | John Lewis Broadband | 2020-07-06 | |
When I moved house I called JL to take the boradband to the new address. 2 weeks later I was expecting it to be working. When it wasn't I called to find out why only to be told the order had not been put through their system. I was told someone would call me to rectify this - they did not and when I called back to try and re-order the broadband package, I spoke to someone who was very patronising and not at all apologetic. I gave up and signed up with someone else as I felt the experience had been so poor. |
| |||
| Helen | Canterbury | John Lewis Broadband | 2020-06-27 | |
Have been a customer for phone/broadband for a few years with no problems. However, this all changed when I tried to upgrade my connection to fibre. Placed my order on 3rd June and as of today, (25th June)I have, at the moment no internet whatsoever. It is too painful to re-live the problems here but briefly, after activation, (which was late due to the order being incorrectly cancelled at their end|), my speed dropped from 1.7 mgps (ordinary broadband) to 0.4 mgps, ('fast fibre'). I have contacted John Lewis every day for the past 3 weeks; I have always been the one who has needed to be pro-active otherwise we wouldn't have even got this far. As we all know, John Lewis ride on the back of PLusnet, who are currently doing all they can to trash the brand. My only hope is that this continues for another week or so and my contract will become cancellable due to their inability to provide the promised product. |
| |||
| Paul Lee | Halesworth | John Lewis Broadband | 2020-06-25 | |
Still waiting for connection JL have no effective communication links with BT who supply the infrastructure service and as a key worker moving home I needed my BB ASAP to maintain my NHS role during my 1st week off since COVID -19 . A request by JL to BT to expedite my connection was made but declined as I had a live service ... live meaning the previous owner had a connection but not one I could ever use or access so I actual fact very dead ( sounds very much like a Monty Python sketch) Now after 2 weeks I’m still waiting for my BB as they also forgot to send out the router. |
| |||
| Wendy D | Worcester Park | John Lewis Broadband | 2020-06-13 | |
Cancelled TalkTalk and the JL router didn't work so no internet for 6 days. Lost £kkk's in business and they gave £10 compensation. |
| |||
| Jon Stronach | Tiverton | John Lewis Broadband | 2020-06-11 | |
Never had any issues with speed or connection. Got a free google home mini for joining. Some small issues setting up due to disconnect in processes: open reach don’t leave until it is working, but JL said they don’t activate until they’ve left and marked it done. Called up JL and got open reach to speak to them. They raised the price a few pounds after around 6 months which was annoying. And it gives you the option to change payment details online but it didn’t work so I connected JL and they said it can’t be done online. |
| |||
| Alice | Plymouth | John Lewis Broadband | 2020-06-03 | |
Loading... |
||||
Add your own review of John Lewis Broadband
See how John Lewis Broadband customer ratings compare to other home broadband providers
Compare home broadband
View all home broadband providers
Read our John Lewis Broadband buyers guide
The reviews published on this page are those of the individual authors who have warrantied that they abide by our review guidelines. Reviews are not the opinion of Broadband.co.uk.
