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
    2.6 stars
  • Customer Service
    2.9 stars
  • Speed
    2.4 stars
  • Reliability
    2.6 stars

Based on 370 customer ratings since 2019-11-26 (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.

704 Customer Reviews for John Lewis Broadband

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Reviewer Location Reviewing Date Ratings
Terrible connection (often nothing). Ridiculously poor customer service and serious lack of care and THEIR legal responsibility to resolve things yet they still think you should keep paying them! Stay clear everyone is my earnest advice!!
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    1 star
Devon John Lewis Broadband  
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.
  • Satisfaction
    1 star
  • Customer Service
    1 star
Surrey John Lewis Broadband  
Awful. It took 6 weeks and many phone calls to get it set up. They said the phone line needed to be reconnected, but this turned out to be true. It didn't seem to work all that well, but at the end of September it started cutting out and off. We wrote to them several times and have also phoned. Their latest reply is to say there is nothing they can do. So we are sending it back pdq.
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    2 stars
  • Reliability
    1 star
Lanark John Lewis Broadband  
Horrific. I was taken in by the John Lewis brand reputation. Stupid of me. Incredibly slow. No help. A daily phone call about speeds. Just awful.
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    1 star
Manchester John Lewis Broadband  
Admittedly fibre optic broadband has only just been installed and I was warned speeds my go up and down initially, but since I've had it I've had to phone John Lewis 4 times; each time I've waited in a queue for around 45 minutes; my broadband connection keeps cutting out; and the last few days my speed has fluctuated between 0.56mbps and 2.84mbps instead of the 34-40mbps advertised!! Not at all what I'd anticipated based on reviews read etc. Sorely disappointed.
  • Satisfaction
    2 stars
  • Customer Service
    2 stars
  • Speed
    1 star
  • Reliability
    1 star
Devon John Lewis Broadband  
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)
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    1 star
glasgow John Lewis Broadband  
Changed from Talktalk hoping for better service, its worse! On changeover they killed my phone line. Speeds are slower. Router frequently crashes. When I changed my direct debit they failed to process it and cut me off. Avoid at all costs.
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    1 star
Surrey John Lewis Broadband  
I never usually write reviews but JL broadband had such abysmal service. It took nearly 2 months for JL to set up my broadband and landline provision even though it was supposed to be a simple port over from my previous supplier. This left me with no internet service for over a month. I had to keep chasing them to find out what was going on and each time I got a different excuse. Twice my order was mysteriously cancelled mid way through the process! Although polite, he customer service staff didn’t have a clue about what was going on.
I’ve now gone back to my previous provider even though JL have the gall to charge an early termination fee! . Will never use them again.
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    1 star
London John Lewis Broadband  
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.
Thus far they have missed 4 of their "deadlines"
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    1 star
Leicester 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  
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  
Don't touch them with a bargepole. The most unreasonable and unhelpful company I've had the displeasure to deal with. I ended up pulling out just before the cooling off period finished and even then they made things difficult and wouldn't acknowledge my request and tried to direct debit money from my account.

You have been warned.
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    3 stars
  • Reliability
    3 stars
Warwick John Lewis Broadband  
Customer Service?
Simply hopeless!
  • Satisfaction
    3 stars
  • Customer Service
    1 star
  • Speed
    5 stars
Buckinghamshire John Lewis Broadband  
Scrape away the thin veneer of John Lewis and you have BT (which owns PlusNet, which runs JLBB). Awful speed, awful service when I moved. Awful service when I first signed up over a year ago. OK, they are nice on the phone but that does little to hide their incompetence.
  • Satisfaction
    1 star
  • Customer Service
    2 stars
  • Speed
    1 star
  • Reliability
    1 star
Laughton John Lewis Broadband  
Never knowingly undersold? Well, they have now. Since price increase and unlimited broadband use the service has rapidly become slower. long wait to call centre. I believe Plusnet's servers are overloaded. Broadband is acceptable but web-mail is absolutely hopeless. For five tears or so it was always ok.
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    2 stars
  • Reliability
    2 stars
CHESSINGTON John Lewis Broadband  
I was sold a service promising an average 34Mbps. It has never exceeded about 20 Mbps. Customer services promise action but seem to do little. They closed the last investigation after a month due to "inactivity" though they were the ones supposedly taking action. Currently their portal is off line so I cannot contact them at all.
  • Satisfaction
    2 stars
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    3 stars
Walsham le Willows Suffolk John Lewis Broadband  
Excellent - no problems.
Best thing I ever switching from BT!
  • Satisfaction
    5 stars
  • Customer Service
    5 stars
  • Speed
    5 stars
  • Reliability
    5 stars
Nailsworth John Lewis Broadband  
Absolutely terrible customer service. I applied for a broadband/phone deal and, 3 days after applying, was informed that my application had been rejected. I immediately cancelled the application and was told that my £25 delivery fee would be refunded. 18 days later I have been contacted to say that a cheque has been processed, but this could take up to a further 2 weeks to arrive. Their responses to my numerous emails on their on-line "Query' system reads like a comedy. Anyone considering a John Lewis/Plusnet broadband package has to be insane. I certainly won't consider them for anything in the future
  • Satisfaction
    1 star
  • Customer Service
    1 star
Wrexham John Lewis Broadband  
I have decided to complete this review as all the others were bad about this service; probably because of with a service like this why do a review if its good.

So yeah I ordered easily online, they switched my line over from BT (which I was glad about since I didn't have to call them to cancel) it was just get home switch the router and I was back online!

The online portal is good and even shows you your usage. I did have to call Customer Service and had no problems. I hadn't received an activated email but they did it for me and a simple refresh and it was all there.

I give it 5 stars for speed. My speed isn't actually good by todays standards (4mbps) but its what my line can do so I guess 5 stars for giving me the max speed that my line can do. *Fingers crossed for fiber*

The router has no AC capabilities which is a shame and is essentially a Plusnet Hub One with only the Sagemcomn branding on it.

I am on the Normal Broadband as there is no fibre by the way.

Anyways works fine and have no problems!
  • Satisfaction
    5 stars
  • Customer Service
    5 stars
  • Speed
    5 stars
  • Reliability
    5 stars
Yorkshire John Lewis Broadband  
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?)
Customer service: totally non-responsive to dismal. Occasionally have the impression that the person at the other end of line cannot even be bothered to reel out the scripted excuses...
Overall: waste of effort, time and money - not fit for the purpose!
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    2 stars
  • Reliability
    1 star
Portsmouth John Lewis Broadband  
john lewis have cheaped out with the lowest quality router on the market.. i can only get wifi in the room im in,, to add to that i cant use the router to connect to another access point because jown lewis have locked down the router hobbling its features, avoid john lewis and plusnet
  • Satisfaction
    1 star
  • Customer Service
    2 stars
  • Speed
    1 star
  • Reliability
    1 star
scotland 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  
Had a few minor glitches when we first joined, but had been notified that this might happen at switchover from our previous provider. Since then a good service, no problems at all. And I think Customer Service has been fine. I have only had to ring them twice all year and they were helpful and courteous. Don’t do gaming or anything very high tech so would say strength of broadband suits us OK.
  • Satisfaction
    5 stars
  • Customer Service
    4 stars
  • Speed
    4 stars
  • Reliability
    5 stars
West London John Lewis Broadband  
In short, don't use them.
Our phone line and internet were cut off for over a week. After an engineer could not find a fault at the exchange, they sent an engineer to the house without an appointment. No one was in, and then they told us they could not send another for 4 days. When the engineer did come (after a week), it turned out that the fault was at the exchange all along and the first engineer had missed it.
Customer service was poor, giving different excuses for not sending an engineer, and it was impossible to elevate the complaint.
When the line is working, we only get download speeds of max 2mbs, but this regularly (every couple of days at the moment) gets dropped down to 0.2mbs. When we call, the speed goes back to normal, so BT must be choking the speed.
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    1 star
Ashford Hill John Lewis Broadband  
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.
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    1 star
Thatcham 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  
AVOID THIS COMPANY AT ALL COSTS
John Lewis Broadband has been the worst broadband company ever. their payment system is appalling and so is the Customer services as well, if your thinking of joining John Lewis Broadband AVOID AVOID, they are a rip-off, there don't care about there customers and the put there price up when you're in contact with them, this is a nightmare company stay clear of this rip off company
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    1 star
UKAli98 John Lewis Broadband  
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.
  • Satisfaction
    4 stars
  • Customer Service
    3 stars
  • Speed
    5 stars
  • Reliability
    5 stars
Plymouth John Lewis Broadband  
12 months into my contract and my broadband has been down more than it has been up. Two routers have broken, support from John Lewis (i.e. Plusnet) is non-existent with queries not responded to....really I have never experienced such poor service in my life. Avoid like the plague. My advice to John Lewis...Plusnet is ruining your reputation - find a new supplier urgently.
Warwickshire 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  
Moved from Bristol on November 1 and signed up for John Lewis Fibre and 'phone service from 5 November. Got an email saying my sevice has been connected and advising me of 'phone number. The 'phone had a dialling tone but could not make calls. When i dialled the number the phone rang but not in my house. The next day a lady ( turned out to be a neighbour)called asking why I kept calling her, she was calling from my ( supposed ) number. When my ' phone was finally connected hers was cut off. Fibre broadband ( promised speed of 34 Mbps) turns out to be broken string with speed between 0.2 and 10. After a week got a letter from plusnet telling me that someone was moving into my house and that they were taking my number. The letter, from the head of customer services, stated if there were issue to 'phone them. I dialled the number on the letter which was no longer in service. Got through on the website number told them I had only just moved in and was not moving and wished to keep the number. Two days later I was cut off. I then got a call asking if I would mind giving my router to my next door neighbour as she now had a phone and broad band service again. Made several calls and was told I would be reconnected in about 10 days time but on a different number. Chased this up and was told the order had been cancelled also that their system had suffered a fault and that the only way to speed up the process was to rejoin, at a cost of circa £87 which would be immediately refunded. 'Phone was finally reconnected but on yet another number. The fibre broadband has yet to be resolved. I have been promised the refund of the £87 but some three weeks later am still waiting. I have spent around 15 hours on the 'phone to them, about the only person in plusnet I haven't yet spoken to is Peter Kay. I joined John Lewis broadband based on customer service I have received from John Lewis over 40 plus years and having endured talk talk cutomer service for about 7 years. I was wrong in thinking talktalk was as bad as it gets.
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    1 star
Kilcreggan John Lewis Broadband  
After an initial hiccup seems due to a high demand was passed through a number of different departments having to give security details each time, hence the 3 stars. However when I was through to the correct department the operator at the other end stayed with me until everything was up and running. Brilliant service really impressed.
  • Satisfaction
    4 stars
  • Customer Service
    3 stars
  • Speed
    5 stars
  • Reliability
    5 stars
Braintree Essex John Lewis Broadband  
AVOID AT ALL COSTS!! It is Plusnet in disguise!
We chose John Lewis Broadband as I have many insurance policies etc with them and they have always had amazing customer service. We moved to a new property just before lockdown in the UK and it did not have WiFi (we work from home). Knowing there would be a long wait for broadband, we were surprised to find no notice of restrictions etc to set up on the website and so paid the £85.99 to install everything.
For a week I was then bombarded with phonecalls from Plusnet who had an aggressive sales manner- one stating I was "foolish" to go with John Lewis and not Plusnet as they would be cheaper. On the third call I specifically asked not to be contacted again and still had calls from mobiles of their sales team!
A week later I still had no confirmation email or slot for delivery etc. I was shocked when I called up that it was Plusnet I was dealing with not John Lewis. After being on the phone for an hour, a rather rude assistant said that they were definitely coming out the following Tuesday to put in WiFi and that is have an email.
Two days later, no email. I called again and again was passed around for 42minutes. I then got to a customer advisor who can only be described as the rudest person on the planet. When i said I was told that the broadband would be installed next week he laughed and then said "there's no way that will happen, don't you see the news?! No one is able to install anything until June!" When I said that that is fine, I'd like to cancel and a refund as we will Lok at alternative arrangements (I didn't say but I was going to call my mobile company and get a dongle), The boy laughed again and said "you're really stupid aren't you? No one can do this for you before us." I was then told everything for me was cancelled and I could expect a cheque in the post (to which I asked why they could not refund a card) and told I was ride for talking over him when he kept explaining how stupid I was.
I would strongly recommend abiding this atrocious company.
We then went with BT expecting a delay and actually the technician came out 3 working days after our enquiry!
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    1 star
Pembrokeshire John Lewis Broadband  
John Lewis have hit rock bottom. Migration from old provider (wish I never moved) seems to be run by a well meaning bodger in his leaky shed. Nothing happens unless you chase it up. Call centre staff trained extremely badly, limited knowledge of what is happenning and different stories delpending on who you speak to.
  • Satisfaction
    2 stars
  • Customer Service
    1 star
  • Speed
    3 stars
  • Reliability
    3 stars
London 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  
Stay away from JLB. I have been struggling with their service since i joined in March 2018. Inconsistent speed issue has been there since then and no one bother to resolve the issue. I raised so many queries but no concrete results.
There is so much of disconnect within the JLB team that one does not know what was done by another. Also, their portal has not been working since more than a month and I am not able to make the payment as i am not able to login the my account. Call wait time is > 30 mins which is pathetic. No call back system, no online chat system. Absolutely pathetic infrastructure and worse customer service I have ever had in my entire life.
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    2 stars
  • Reliability
    2 stars
Slough John Lewis Broadband  
Moved from Plusnet to John Lewis (uses Plusnet network), no child safeguard from ISP as with Plusnet so you will have to set up separate app on all home devices. Can't change call features at the moment as something is stuck in the system 3 weeks after switchover. Order was originally cancelled but no-one knew why. Phone and broadband moved late days apart and only after I called to check progress. Assume network is run by one man and his dog in a shed.
  • Satisfaction
    2 stars
  • Customer Service
    2 stars
  • Speed
    2 stars
  • Reliability
    3 stars
London John Lewis Broadband  
Shambolic. Initially told old number would be automatically switched. On switchover day the number had been changed and had to request old number, first told it would be 24hrs then emailed saying it would be 2 weeks !
  • Speed
    3 stars
  • Reliability
    3 stars
London John Lewis Broadband  
I made the switch a couple of weeks ago as BT so expensive now. Seamless transition despite a problem with BT having my postcode wrong which delayed JL picking up my account. Phoned the JL hotline about 4 times to check that BT was sorting things out and every time the call was answered promptly and by knowledgeable staff. After trying to do a deal with BT to improve their pricing they finally matched the JL deal a couple of days before my transfer, but I’m glad I told them to get lost as I’ve doubled my download and upload speed and the new router does not need rebooting every few days, which the BT one did. Very Happy. New Router worked as soon as JL sent email to say it was ready.
  • Satisfaction
    5 stars
  • Customer Service
    5 stars
  • Speed
    5 stars
  • Reliability
    5 stars
Liss John Lewis Broadband  
Ordered Superfast Fibre Broadband from John Lewis Broadband .I never received the router etc checked with them to ensure they were still able to provide the Service,they assured me they could and were waiting confirmation from their suppliers (Openreach Arghhhh!).I assumed they had extended the swap over date but no 1st June no phone or Broadband.My previous supplier stated they had failed to comply with the process .They failed to apply for a new phone line or arrange for the Fibre Broadband.I now have no phone line or internet access .John Lewis need to distance themselves from Plusnet who run this for them as it will damage the brand.Awful service does not describe them.
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    1 star
Swansea John Lewis Broadband  

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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.

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