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
    2.5 stars
  • Customer Service
    2.8 stars
  • Speed
    2.2 stars
  • Reliability
    2.3 stars

Based on 219 customer ratings since 2020-10-27 (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.

762 Customer Reviews over 20 pages

  • Reviewer
    Location
    Hove
    Reviewing
    John Lewis Broadband
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      3 stars
    • Reliability
      3 stars
    Comments
    Didn't bother to tell me they had failed to book an engineer until I phoned on the day of the appointment. Failed to book me a new one within a reasonable timeframe so was without internet for 2 weeks upon moving house. Offered no apology or incentive when I stated I wanted to take my business elsewhere.
  • Reviewer
    Location
    Lincoln
    Reviewing
    John Lewis Broadband
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    Easily the worst broadband service I’ve ever used. I signed up in May 2019, and was left without broadband for a month. When I was finally able to talk to an engineer, I was told ‘someone forgot to flip the switch’ and wasn’t given an apology or a refund of that month. Then, out of the single year I was with them, I was repeatedly overcharged for their faster service, despite never having signed up for that. I had to ring up multiple times to get my money back, and was told everything from it was a system error to that my line wouldn’t operate on a lower bandwidth. When I finally was able to change in 2020, I moved to another provider at the beginning of the month. John Lewis still charged me for the full months service and said I would be refunded the difference.

    As of October 2021, I have not received a penny from them. They are scam artists, pure and simple. I would never use their service, or their parent company Plusnet, ever again.
  • Reviewer
    Location
    exmouth
    Reviewing
    John Lewis Broadband
    Date
    Ratings
    • Satisfaction
      3 stars
    • Customer Service
      3 stars
    • Speed
      4 stars
    • Reliability
      4 stars
    Comments
    unlike most of the reviews I have mainly been satisfied with J.L except for the Webmail which is a dasaster, constantly failing to fetch messages, now in the middle of changing to another server !!Oh dear !!
  • Reviewer
    Location
    Edinburgh
    Reviewing
    John Lewis Broadband
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      3 stars
    • Reliability
      3 stars
    Comments
    Rubbish website, forget about logging a problem, you can't. If there is an option, it is so well hidden you can't find it. You keep being sent around in loops. And unreliable incompetent employees. They make many mistakes so if you join JL Broadband (really Plusnet / BT, that explains it all), be prepared to be frustrated.
  • Reviewer
    Location
    Northern Ireland
    Reviewing
    John Lewis Broadband
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    It isn't even possible to rate John Lewis as low as what I feel fit currently, because I never actually received any broadband. Virtually NOTHING. Activation was to go live the day I was due to move into my new place, router arrived and never activated. Rang to discuss, they said there was an issue with the supplier and told me to try again tomorrow as it could still go live up until 12am. Delayed my move, cost me more money. Next day still not working. My overall move in delay was over 2 weeks. I had no 4G in the property which meant I 1) couldn't move in, 2) work from home. This cost me copious amounts of money including over £400 in rent of a property I couldn't even move in to. Whilst paying them for a service they couldn't even provide me!! The excuse was the order was "stuck". Same excuse from every person I spoke to, nobody could do anything. I cancelled order after 2 weeks totally furious. They cheekily didn't refund me the full amount owed either. Nor did they once offer me compensation for the massive inconvenience they caused me. Not only did this cost me financially, and using up my annual leave with work, it also caused me copious amounts of stress spending hours upon hours chasing for a truthful answer everyday, and driving to the property to keep checking. I would NEVER EVER use John Lewis again for any service after this. They have absolutely no control with their suppliers and their protocol now ensures it's almost impossible to get anything resolved through their many departments and data protection. I'd strongly emphasise avoiding, especially if Northern Ireland customer like myself where this will be set up through Openreach. Both companies are an absolute shambles trying to provide this service!
  • Reviewer
    Location
    Milton Keynes
    Reviewing
    John Lewis Broadband
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      3 stars
    • Speed
      3 stars
    • Reliability
      1 star
    Comments
    Internet connection failed for almost 24hrs, customer service stated that my account had been disconnected, no explanation why. Only solution offered was to buy another package. Very worrying as elderly and vulnerable. Miraculously connection regained next day.
  • Reviewer
    Location
    Stockport
    Reviewing
    John Lewis Broadband
    Date
    Ratings
    • Satisfaction
      3 stars
    • Customer Service
      1 star
    • Speed
      4 stars
    • Reliability
      4 stars
    Comments
    The broadband itself is good (provides by plusnet) However, after a problem over payment, I was just dumped by the service team. All the promises and assurances went out of the window, and it was a case of ‘computer says no!’ They just would not help, and couldn’t be bothered.
  • Reviewer
    Location
    Norfolk
    Reviewing
    John Lewis Broadband
    Date
    Ratings
    • Satisfaction
      5 stars
    • Customer Service
      5 stars
    • Speed
      4 stars
    • Reliability
      5 stars
    Comments
    Neighbour brought down my overhead phone line while cutting back a tree that was fouling it. Reported it to the helpline at 12.10, call was answered within a few seconds and the line was back up by 15.30.
    Can't really ask for more.

    Although I live in a rural area my standard broadband delivers a pretty consistent 15Mbps.
  • Reviewer
    Location
    HEREFORD
    Reviewing
    John Lewis Broadband
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      4 stars
    • Reliability
      1 star
    Comments
    Customer service is the worst ever. Please go with someone else. They say anything to get you off the phone. I had 6 months of there system not accepting payments due to system error. I had staff lie to me, put me through to wrong dept on purpose. Mis information is their game just to get you paying them. Don't entertain them. You WILL be disappointed.
  • Reviewer
    Location
    Dorset
    Reviewing
    John Lewis Broadband
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      4 stars
    • Reliability
      2 stars
    Comments
    Go to another provider.

    Happy to allow a customer, willing to accept an 18 month contract, to leave.

    Been paying an out of contract rate of over £40 for 2 months. Asked for a refund, as should only be paying £25 and told no or I could get the woman sacked. £30 refund… and they’ve lost out on an 18 month contract with a loyal customer.

    Go elsewhere!!
  • Reviewer
    Location
    Rhyl
    Reviewing
    John Lewis Broadband
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    Tried to sign up to John Lewis never happened, I only found out we weren't going to be connected when I called about another problem, despite a customer service representative trying to help nothing happened.
    They blamed previous provider who I phoned countless times who told me my leaving date John Lewis said it was then down to BT open reach after 3 days of phoning and countless emails I got fed up and cancelled the order.
    After reading the reviews I'm glad I did don't bother waste of time
  • Reviewer
    Location
    UK
    Reviewing
    John Lewis Broadband
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      2 stars
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    Absolutely awful broadband service. Dysfunctional WIFI speed, to the point i now have to revert to mobile hotspot for any connection at all.
  • Reviewer
    Location
    Cornwall
    Reviewing
    John Lewis Broadband
    Date
    Ratings
    • Satisfaction
      1 star
    Comments
    Due to a change in contract, I moved my service provider from John Lewis to another provider. John Lewis were kept informed at every stage. A customer service assistant advised I was due a refund. 2 weeks later I received an email stating my account was in debt.I rang John Lewis, paid the account and was advised I would get a refund in due course. I received an email to confirm payment. A week later, email received advising I still had an outstanding payment.After numerous calls they confirmed their error and agreed I was due a refund.A week later I have been contacted by a debt collection agency........ We are on the process of getting a mortgage and this has impacted every. please DO NOT use this company!!
  • Reviewer
    Location
    London
    Reviewing
    John Lewis Broadband
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    We were moving home so phoned JLB (Plusnet) to cancel my broadband but wanted to keep email account. Plusnet assured me this was possible. However when our broadband contract finished our email account was destroyed! All our emails are permanently lost. I would never use JLB or Plusnet ever again. Their customer service is appalling. If you are a JLB customer BEWARE … backup your emails.
  • Reviewer
    Location
    Leicestershire
    Reviewing
    John Lewis Broadband
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      2 stars
    • Reliability
      2 stars
    Comments
    I was off contract with John Lewis Broadband for about 3 years when out of the blue they contacted me to get me back on contract now now now, telling me to stick with my current speeds as fibre broadband was not available in my area. As I found out a month later, it had just become available, just not via John Lewis. Cue early termination charge I had to pay so I could get fibre to the property. Gangster like behaviour from John Lewis!
  • Reviewer
    Location
    Northumberland
    Reviewing
    John Lewis Broadband
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    Only give it 1 star as I couldn’t give any less. Moved house and had to change supplier to get fast broadband, what a joke. Telephone line connected immediately which is required for internet connection. Almost 3 weeks have passed with various messages being sent back and forwards and I am still waiting. After a stressful house move this is not acceptable. I have used John Lewis services for years and had excellent customer service, what has happened! Will change as soon as I can.
  • Reviewer
    Location
    Ashill, Thetford
    Reviewing
    John Lewis Broadband
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      2 stars
    Comments
    Dire. Never achieved advertised speeds despite an hour jumping through many hops with rechnical support. Then accused me of not helping! No cost reduction offered - instead a far slower service!
    Took a while to acknowledge my cancellation and still billed after leaving - threatening debt collection agencies.
    How the good name of John Lewis can be associated with this is beyond me!
    AVOID AT ALL COSTS!!
  • Reviewer
    Location
    liverpool
    Reviewing
    John Lewis Broadband
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    shocking service . Broadband dire, and after changing they cut my phone line and internet straight away , althoughthey sent letter stating a cut off date(which never happened) customer service said " cant do much i,m afriad" AVOID AT ALL COSTS
  • Reviewer
    Location
    High Wycombe
    Reviewing
    John Lewis Broadband
    Date
    Ratings
    • Satisfaction
      2 stars
    • Customer Service
      1 star
    • Speed
      4 stars
    • Reliability
      4 stars
    Comments
    The customer service of JLB is a disgrace.

    I called them 2 months in advance to move my broadband to my new apartment and they keep delaying my order and not telling me if they can install the broadband in time or not. They don't give customers straight answers about any queries just say sorry for the delay.

    I thought if I call them in advance that will help to make sure that I won't stay without internet after moving but it seems like they are not capable of providing a good customer service.
  • Reviewer
    Location
    Norwich
    Reviewing
    John Lewis Broadband
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    I was locked out of my waitrose e-mail and no-one was able to help. I run a B and B and lost customers .

    They are HOPELESS don't use them or John Lewis
    I have had a truly terrible time.
  • Reviewer
    Location
    Brighton
    Reviewing
    John Lewis Broadband
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    Avoid! Unable to answer any questions, waiting on BT constantly for answers! John Lewis is plusnet who use bt! Just use BT, so much easier.
  • Reviewer
    Location
    Bath
    Reviewing
    John Lewis Broadband
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      2 stars
    • Reliability
      1 star
    Comments
    Avoid. Avoid. Avoid. Firstly, they messed up processing my order which meant I incurred increased charges from my old provider. Secondly, they never actually flipped my broadband 'on' when they were supposed to. Now it seems that they can't even disconnect my service after I moved to a new supplier because they put their prices up. An utter shambles from the beginning to the... well I was going to say 'end', but apparently they still think they're providing my broadband.
  • Reviewer
    Location
    Oxfordshire
    Reviewing
    John Lewis Broadband
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    I have never got the speed which is shown as the minimum. When they send someone out to look at issues no one ever seems to come. The customer services are closed more than they are open despite a 24/7 service stated on support pages.

    Just go somewhere else!
  • Reviewer
    Location
    London
    Reviewing
    John Lewis Broadband
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    Shocking. So disappointed. Thought it being a John Lewis product we would get a great service, quite the opposite. Never had such a terrible experience. Signed with Talk Talk and they were efficient and cheaper!
  • Reviewer
    Location
    Central Scotland
    Reviewing
    John Lewis Broadband
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    taken money, no broadband and impossible to get money back! absolutely appalling. they got all my details wrong despite many repetitions(other than my card details funnily enough) took money out of my account, no communication from them as they took down wrong email , name etc....... ??? essentially stole £29 of my money , i cancelled when they were unable to fix my name, email etc on the account. they also promised switch over would happen on weekend then this wasn't possible( they just said what we wanted to hear so they could get a sale) don't be fooled by the British call centres since the people do not want to help and are very difficult to communicate with! I have made 10 phone calls over the last 2 weeks in an attempt to get through to someone with a brain cell who can help me. i'm polite on the phone to them but it is really frustrating they come up with all sorts of excuses as to why they can't refund (no access to a system until after 5 pm? they can only refund with a cheque but need authorized by a very senior person who is never available) Many of the call centre staff do not have a good grasp of english and have no desire to help customers. they'll promise a call back from a manager but then they never call back... one manager did call eventually but said he couldn't access the system and promised to call back .... i doubt i'll get my money back - ive heard some people have to wait weeks. thiefs. if a person walked into John lewis and shoplifted they'd get done. Why is it ok to nick people's money John scammy lewis?
  • Reviewer
    Location
    Leeds
    Reviewing
    John Lewis Broadband
    Date
    Ratings
    • Satisfaction
      2 stars
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    Until last Monday I would have scored 3 or 4 stars for most categories, but since then our speed has dwindled to nearly nothing for no apparent reason. Several calls to the helpline have not offered any hope of improvement, the answer seems to be "do not ring us again for 2-3 days until it settles down"... We have reached the end of this particular road and just signed up with BT. Disappointed/disgusted.
  • Reviewer
    Location
    west Sussex
    Reviewing
    John Lewis Broadband
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      3 stars
    • Reliability
      1 star
    Comments
    Very Poor Cancelled Contact but keep taking payments & demands via email
    stressful
  • Reviewer
    Location
    Ramsgate
    Reviewing
    John Lewis Broadband
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    Comments
    I changed to John Lewis on 7 April. No broadband after 4 days, so I cancelled the contract. I was told this will cost me £80 cancellation fee.
  • Reviewer
    Location
    Hertfordshire
    Reviewing
    John Lewis Broadband
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    Please avoid. Drops out continually. Appalling customer service including being given the wrong information. No parental controls.
  • Reviewer
    Location
    Maidstone
    Reviewing
    John Lewis Broadband
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      3 stars
    • Reliability
      3 stars
    Comments
    What an absolute garbage company to deal with.
    Appaling customer service.
    DONT think by going to these clowns you are getting a decent service... been waiting months for a refund, and they dont know where it is!
  • Reviewer
    Location
    London
    Reviewing
    John Lewis Broadband
    Date
    Ratings
    • Satisfaction
      2 stars
    • Customer Service
      4 stars
    • Speed
      3 stars
    • Reliability
      5 stars
    Comments
    Generally fine. However, I've just discovered I've been on maximum rate for a year and they have only just told me. I am extremely disappointed as I only chose John Lewis in the evidently misplaced hope, that they would treat their customers fairly.
  • Reviewer
    Location
    Morecambe
    Reviewing
    John Lewis Broadband
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      3 stars
    • Reliability
      2 stars
    Comments
    No working phone I need to Ring doctors and Job centre trying to ring me, it has been off for days now! THE GOVERNMENT have got to do something about the Rubbish system in this Country, the way people are left by these Internet people of whom just put up the prices and seem to do what they like it should say on the web site we are having problems with internet and phone But no it's always a YOU problem just happening to you really sick of the state this country is in with greed and a lack of help!
  • Reviewer
    Location
    north yorkshire
    Reviewing
    John Lewis Broadband
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    Constant daily dropouts, customer service take the politicians approach to answering questions. Watch out for the calls included phone service Over £120 for a 15 minute premium / mobile call
  • Reviewer
    Location
    Potters Bar
    Reviewing
    John Lewis Broadband
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    Awful, awful, awful. 8 days without broadband, no one is escalating the process. Ive had to buy data from my mobile phone provider in order to keep working. Keep being told it's external fault so out of their control when an engineer will go out.No one answers my online updates. An hour a day on the phone, not spoken to the same person twice. I only gave one star because I couldn't give zero. They literally do not care. I have been told for the past 3 days someone would update me by 6pm. Not one phone call or email.
  • Reviewer
    Location
    Herefordshire SY70EF
    Reviewing
    John Lewis Broadband
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    Slow broadband, impossible to get hold of. Unhelpful service staff. Currently have an upload speed of 0.00 mpbs and they tell me it will take 3 days for the line to sort itself out. My download speed must drop below 0.4mbps before they will do anything. This is 2021 ridiculous AVOID AT ALL COSTS.
  • Reviewer
    Location
    Reviewing
    John Lewis Broadband
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    Absolutely awful!!!! Awful awful. Had the contract 2 months. Have not had speeds of over 0.9mpbs yet!!
    AVOID AT ALL COSTS
    Trust me. 1 star is too high
    Absolutely sick and tired of spending an hour on hold trying to get them to sort it
  • Reviewer
    Location
    Birmingham
    Reviewing
    John Lewis Broadband
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      2 stars
    • Reliability
      2 stars
    Comments
    Absolutely awful customer service. My phone line has had problems previously and for the last 5 days I have been unable to contact tech guys regarding same problem . Been left holding on answering service for about 14 hours over the las 4 days. Vunerable 84year old living here who is shielding and the use of a reliable phone is essential. Won’t be renewing my contract and would not recommend company to anyone.
  • Reviewer
    Location
    Bristol
    Reviewing
    John Lewis Broadband
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Reliability
      1 star
    Comments
    Changed over to JL broadband yesterday and unable to get connected, customer service told me an engineer would ring in 72 hours! I need to work from home and obviously I can’t use a cafe. 25 minute wait to get through to an advisor. Massively regret making the switch
  • Reviewer
    Location
    Grenock
    Reviewing
    John Lewis Broadband
    Date
    Ratings
    • Satisfaction
      2 stars
    • Customer Service
      1 star
    • Speed
      2 stars
    • Reliability
      3 stars
    Comments
    Horrid customer service. You are on hold for so long waiting for them to answer. Message says they are experiencing high call volumes. Well employ more call handlers.
    My advice? Just switch and bugger them
  • Reviewer
    Location
    Ascot
    Reviewing
    John Lewis Broadband
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      2 stars
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    Please do not bother
    This is the worse broadband I have ever used. It does not work in the morning or evening drop during the day and the Customer service advice is to disconnect and connect again ( which if you wish to use it need to happen 20 times a day) Please AVOID!I wouldn't pay £1.00 for this service

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.