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 380 customer ratings since 2018-11-12 (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.
587 Customer Reviews for John Lewis Broadband
| Reviewer | Location | Reviewing | Date | Ratings |
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Have been a John Lewis customer for many years, and thought we would switch to their broadband, having had nothing but trouble from Plus Net during the last year or so.When we had problems Plus Net were of no help at all. We were informed on Friday 8th November by John Lewis , following my phone call as to when we could expect their activation , that it was being set up during that phone call,but |
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| Jane whale | Southampton | John Lewis Broadband | 2019-11-11 | |
Moved from BT but so sorry now. |
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| Dennis C | Cheshire | John Lewis Broadband | 2019-11-06 | |
Two months after moving house and taking out a new contract they announced a 12% increase - so I gave notice I was moving. By response I received an email staing there would be cancellation charges of £163… despite this being in contravention of the Consumer Protection Act 2015, so I immediately cancelled my direct debit. I then received a bill for the month despite my account being due to close just 8 days after that bill, which was followed by my broadband being limited.. The saga is not yet finished… I've had to pay the £48.80 and have been told it will be repaid when the final bill is raised - IF there are no cancellation charges. I have advised them that any attempt to charge a cancellation fee will be taken to court … will wait and see what happens … had they not got greedy on the price increase I would probably have stayed with them until moving house in a couple of years |
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| Les | Richmond | John Lewis Broadband | 2019-11-05 | |
Any company that increases its prices mid contract - whilst offering new customers a lower price is not worthy of my business. Very very disappointed that mediocre re branded plusnet is not what I expect from JL. If you phone they will cancel tithe contract and you are free to leave instead of paying the increase (whilst still in contract ) |
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| Tufty | North England | John Lewis Broadband | 2019-10-30 | |
put the price up mid contract yet offer the original price for new customers. I missed no payments, didn’t have any late payments ... Makes no sense to me at all, ergo gone to another provider. What happened to the John Lewis trusted name???? |
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| Cheryl | Lincolnshire | John Lewis Broadband | 2019-10-27 | |
I have only been with JL a few months and moved over from Sky. I'd had Sky for 15 or so years and overall pretty good. My life has taken a turn for the worse ever since changing to this rabble. They have had several outages in the 2 months I have been with them and are gormless and clueless on the phone (but at least its a UK callcentre). They provide a router which is utter rubbish and most features it offers dont work and JL support wont help as they "dont support the router". Mine is resetting itself sometimes every 2 hours and everything disconnects when it does this. I was promised a new router weeks ago which hasnt been sent. Now they have the audacity to increase their prices and reword their "fair usage policy" which I cant escape from as Im tied into a 12 month contract and I'm only 2 months into it. Speed is excellent but that is down to the box in the street being right outside my house. |
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| Masood Sharif | Woodbridge | John Lewis Broadband | 2019-10-27 | |
Had I read these reviews before signing up to a John Lewis broadband and phone deal I would never have considered switching. My phone and broadband switch didn’t happen on the date quoted when I signed up - but did happen a few days later without a problem. I discovered - when I received an e-mail from relative concerned that they’d been leaving messages for me on a strange phone message system - that my switch had automatically added the 1571 answer phone system to my phone line - removing the answer machine I have on my phone. When I checked 1571, I discovered several messages from various people who’d been trying to contact me. I’d specifically checked before purchasing the JL package that this was an option I had to add myself. When I contacted JL customer services to ask that this option be removed from my phone line immediately, I received a response from customer services almost 2 weeks later advising that the 1571 service was automatically added to my phone line and could not be removed. When I quoted the relevant text about the 1571 service on the JL support pages - I had to add 1571 to my phone line if I wanted it - there was another 2 week delay in response from JL customer service, advising me that the 1571 service had now been removed from my phone line - but I needed to wait 24 hours for it to take effect. 48 hours later I still had the 1571 service. A further 10 days later, I was advised that BT open reach had to remove 1571 from the phone line and this had been requested. I finally do have the answer machine on my phone working again but am totally unimpressed with JL broadband and phone customer service and be finding another provider as soon as my contract expires. |
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| Janet | Scottish Borders | John Lewis Broadband | 2019-10-24 | |
moved from plusnet (not realising JL are plusnet!) because I fancied the free google home hub for the same fee I was already paying. various issues with the transfer, mainly down to the billing/account management rather than the connection itself. they managed to keep my number and switch the bb over with no real issues. they had given me the option for fibre extra, it turns out my line can't do that so I should never have been given the option. no problem, simply switch down to fibre... agreed 2 new contracts for fibre (which is the speed I've always received anyway) and they still show fibre extra on the account even though fibre is provisioned. not that it's a huge issue mind, since they haven't billed me other than the first payment, so 2 months free so far. they did manage to send me the google home hub too. i have been told that the account issues are down to a new billing system they put in last christmas, whether that's true I don't know. the bb and phone themselves are fine, pretty much the same as plusnet, which you would expect. hopefully at worst they will simply end up billing me for the fibre service they have actually delivered, at best, they may not get round to it at all. i never trust automated systems that are going wrong though, so keeping fingers crossed they don't start debt collection for a bill they didn't bother to collect themselves but always had the details to do so |
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| Rob | Yorkshire | John Lewis Broadband | 2019-10-21 | |
Telephoned JL to extend my 12 m contract which was expiring. Turns out that last year when I had been advised that the account had been transferred into my name, this had not been done. This has caused immense problems. Tried to open a new account, PLus net who run JL managed to omit vital information, got my address wrong, contacted a neighbour who has committed criminal offences, got my name wrong and their attitude after having made all these issues was poor. After making all these errors they have threatened debt collectors on the old account which is not in my name. I will be closing my JL partnershipcard account and never using JL insurance again!! |
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| Happyhopper | Lincoln | John Lewis Broadband | 2019-10-17 | |
Thankfully I’m able to leave John Lewis Broadband after only a couple of months, because they increased pricing. |
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| Steve Crabtree | Halifax | John Lewis Broadband | 2019-10-17 | |
Been with JL nearly a year now and on the whole only had a couple of downtime's but i had that with BT and Sky anyway. Speeds as good as i have had with anyone, speed test around 28 - 31 mb download which is slightly better than i got with BT and Sky. I cannot get a better speed as to far from exchange so only other choice is Virgin but there reviews are even worse so think ill stay put. Overall have been happy with JL. |
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| David Hillman | Wolverhampton | John Lewis Broadband | 2019-10-15 | |
Why oh why has John Lewis used the terrible Plusnet to deliver their Broadband? I have just left Plusnet and now realise that JL use them. I get an email today increasing my monthly by 15% after JL PROMISED to keep my £20 a month the same for 12 months! Plusnet are underhand and a disgrace, they treat customers like dirt - JL break away from Plusnet as they will drag your name down into the mud!!!! |
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| MrRee | Hampshire | John Lewis Broadband | 2019-10-12 | |
Broadband speed was low, but with John Lewis it's barely existent, when it works at all! |
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| David | Poyntzpass | John Lewis Broadband | 2019-10-10 | |
Moved from Virgin to JL. As well as everything above they actually answer the phone quickly and actually get back to you if there's a problem. So refreshing after terrible service from Virgin. |
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| KKemb | Devon | John Lewis Broadband | 2019-10-09 | |
Did not cancel contract on request and continued to charge, is a great hassle to try to recover payments and ensure account is correctly cancelled. |
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| James McMurray | Aberdeen, Scotland | John Lewis Broadband | 2019-10-07 | |
Only sign up to JL Broadband if you feel nostalgic for the dial-up internet of early 1990s. It is dead slow, and their own website has not been working for the past five days. And they have audacity demanding the payment. How are they expecting payments if their own website, where you are supposed to make a payment does not work. Pathetic! They may be good as a department store but absolutely rubbish handling broadband. |
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| Ilham | Oxford | John Lewis Broadband | 2019-10-05 | |
Engineers failed to show up on 3 separate occasions and then tried to quietly cancel my order. |
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| JonT | ROYSTON | John Lewis Broadband | 2019-10-02 | |
Joined in June, all ok with BB but they changed my phone number after assuring me it would stay the same.This was rectified after a week and I was told I would receive an account credit. Since then no bills produced and no payments taken from my account. No info on their website and no response to my online enquiry. Very poor and disappointing. |
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| Joy | Burnley | John Lewis Broadband | 2019-09-27 | |
Difficult to overstate how poor my experience of John Lewis Broadband (Plus Net) has been. |
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| Peter Mills | WINCHESTER | John Lewis Broadband | 2019-09-24 | |
Absolute disgrace they don’t care about you nothing but problems since August nobody is willing to help solve the problems I want to leave early will cost £115 pounds even though the service they offer hardly works they have given John Lewis such a bad name customer service is nonexistent please please stay well away from them I wish I’d have look at the reviews first |
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| Richard | Norwich | John Lewis Broadband | 2019-09-22 | |
customer service.....awful |
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| mick | cambs | John Lewis Broadband | 2019-09-19 | |
We have never been so disappointed in a utility company. JL BB offered us a BB package which they were unable to supply. I have been attempting to deal with this matter for weeks and today I finally realised they are willing to lie and cannot be trusted. Formal complaint made. |
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| Julia McGregor | Scotland | John Lewis Broadband | 2019-09-17 | |
I switched from a very expensive SKY service to John Lewis which I later found out was backed by Plusnet. My experience has been good. My costs reduced from £66.80 per month for SKY to £25 for mostly free phone calls and unlimited broadband (I now use freesat). Customer service has been excellent, bband speed is ditto (I'm close to the exchange) and I cannot fault the cost. I receive an email to inform me about my next bill and it's always accurate. I expected good, reliable service from John Lewis, and that's what I've got. Unless their prices skyrocket when my contract is coming to an end, I'll stick with them. |
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| Chris | Cambridge | John Lewis Broadband | 2019-09-14 | |
Left John Lewis Broadband August 2018 over thirteen months ago at end of contract. There followed a nightmare with them demanding early cancellation fees PLUS trying to take Direct Debits after account closed. |
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| Roy | Skipton | John Lewis Broadband | 2019-09-05 | |
Worst customer service ever not interested in your problem |
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| Richard | Norwich | John Lewis Broadband | 2019-08-25 | |
I wish I’d never heard of them experience is bad was told broadband going live 23 August then 29 August customer service couldn’t care at all I’ve been waiting since ages terrible service stay well away please |
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| Richard | Norwich | John Lewis Broadband | 2019-08-24 | |
Hopeless company. |
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| David | North Devon | John Lewis Broadband | 2019-08-22 | |
If there was a no star option, I would give that! Basil Fawlty style customer service - they blocked me changing provider 3 times and when I queried it, was told that someone must really hate me!! I realise this is plusnet, but John Lewis ought to team up with a better partner. Just awful, AVOID!!! |
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| christopher | Brackley | John Lewis Broadband | 2019-08-22 | |
Avoid. Avoid. Avoid. |
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| Martin | Sussex | John Lewis Broadband | 2019-08-06 | |
This is a promised follow up of my earlier review that can be found below (see: 2018-09-08). |
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| krzemien | London Chiswick / Acton / Hammersmith | John Lewis Broadband | 2019-08-06 | |
Terrible, been bad service since day one. Customer service and faults just fob you off. Stuck out my contract and finally move from them next week. |
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| SMM | North Easr | John Lewis Broadband | 2019-08-02 | |
John Lewis, via Plusnet BT apparently. |
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| Maximus Tummyus | Lichfield | John Lewis Broadband | 2019-07-30 | |
Absolutely useless. We have been trying for weeks now to sort out the internet and keep going in loops of same inexperienced front line advice with crib sheets and e-mails. Worst decision I ever made to go from BT to John Lewis. Don't waste your money. I don't mind faults... it happens. It is just the dismal customer service. They are ruining their brand because out of principle I will not shop with them again. |
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| Leigha | Milton Keynes | John Lewis Broadband | 2019-07-05 | |
Technically: Speed more/less as promised - when the connection works. Keeps dropping in and out randomly on different devices AT LEAST 3 times a day for periods of up to three hours. Most of the instances share common feature of "IP address not available/in conflict" or "DNS server not responding" - but there are other faults sometimes (for variety?) |
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| Alek Kasanin | Portsmouth | John Lewis Broadband | 2019-06-26 | |
Don't touch them !! |
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| R Allen | Cornwall | John Lewis Broadband | 2019-06-19 | |
John Lewis have been the worse company to deal with in terms of customer service. The phone staff are rude and dont listen. I have been repeatedly harassed at work when I have asked several times not to be called at work. The response was. Well you dont need to pick up the phone. Actually as I explained I work with patients so yes. I do. |
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| Francesca | Nottingham | John Lewis Broadband | 2019-06-13 | |
Don’t go near them with a barge pole. Cancelled my contract due to a home move. But the move was delayed so I then called to delay cancellation of contract. Was told it was fine and received email confirmation as well. But then was disconnected anyway. Was then basically told it’s my fault and that I shouldn’t have listened to the last agent I spoke to who agreed to the extension. Awful customer service, argumentative and rude. Never going back |
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| Osman | London | John Lewis Broadband | 2019-06-01 | |
My connection has been unreliable in two separate houses. The customer service is abysmal. Make sure you contact the complaint department. They can make at least make things move faster. The move from one address to another was mismanaged dreadfully. The impression you get is that the systems are all over the place. I have been offered £100 as a goodwill payment and a waiving of the fee if I choose to move to another provider. It's my second night with John Lewis broadband in the new house and the connection is dropping in and out all the time. It's not worth it. In an industry where poor customer service seems endemic, John Lewis manages to surpass the competition and plumb new depths |
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| Ben | Trowbridge | John Lewis Broadband | 2019-05-26 | |
if you are thinking of moving don't give John Lewis a chance to mess it up! Signed up to a new contract, got the phone and broadband yesterday only to be told that due to a billing error on their part we are now to be without phone and broadband for another 10 days. You know John Lewis 3 months free just does not make it right, I expect better from a company that prices itself for customer service. |
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| A E Gosling | Surrey | John Lewis Broadband | 2019-05-24 | |
Have left today and what a difference! Had ongoing problems, John Lewis sent me a replacement sagecom router, terrible, never worked, dropped out, had to change channel continuously to get it to work. |
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| Lindsay | Hampshire | John Lewis Broadband | 2019-05-21 | |
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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.
