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
    2.4 stars
  • Customer Service
    2.8 stars
  • Speed
    2.2 stars
  • Reliability
    2.4 stars

Based on 149 customer ratings since 2021-01-26 (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.

776 Customer Reviews over 20 pages

  • Reviewer
    Location
    London
    Reviewing
    John Lewis Broadband
    Date
    Ratings
    • Satisfaction
      2 stars
    • Customer Service
      1 star
    • Speed
      3 stars
    • Reliability
      3 stars
    Comments
    We have had no phone or broadband for over three weeks and just been told not likely to get it back before next week.. I tried to report it on March 6th by phone, but was advised of 45 minute wait, so did it online. No response, so managed to get through on phone on March 8th. No one had looked at my message. Openreach came and said it was an underground job. 3 days later underground engineer came and said digging was needed.On March 17th JL phoned and said it would not be repaired until April 11th, because of 'complex issues'. Since then I have been trying to get JL to do something, but all I get is complacency, excuses and platitudes. Yesterday the digging was finally done, but still no service, and the next review date is April 3rd, a whole month since I first reported the issue.
    We are forever been told that we live in the world's greatest city, but it takes JL a month to repair a phone line.
  • Reviewer
    Location
    High Peak
    Reviewing
    John Lewis Broadband
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    Comments
    Cannot give a review for speed or reliability as still not connected after 13 days. Ordered Fibre and now told unable to provide it after numerous phone calls to customer service and being told a different story every time. Told a manager will call me within 4 hours and 8 hours later still no call. Now having to wait another week to be connected to Adsl.... why!!!!!Avoid at all costs if you value your sanity .
  • Reviewer
    Location
    Foulden
    Reviewing
    John Lewis Broadband
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    Worst ever. Speed is minimal and for the past year the wifi keeps getting dropped. Customer service consists of a list of generic statements they read to you. Finally they tell you it's their router at fault--but, alas, they can't replace it.
  • Reviewer
    Location
    CHESSINGTON
    Reviewing
    John Lewis Broadband
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      2 stars
    • Reliability
      2 stars
    Comments
    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.
  • Reviewer
    Location
    cheadle cheshire
    Reviewing
    John Lewis Broadband
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    avoid avoid avoid, awful customer service, they try to blame you for everything and warn you that BT will charge you for coming out, if you are lucky enough to get through to themm even late at night. Trashing the John Lewis brandname. Avoid avoid avoid!
  • Reviewer
    Location
    Truro
    Reviewing
    John Lewis Broadband
    Date
    Ratings
    • Satisfaction
      5 stars
    • Customer Service
      5 stars
    • Speed
      5 stars
    • Reliability
      5 stars
    Comments
    Irritated with the prospect of further cost increases with BT I have transferred to John Lewis. The transition has been totally painless...router arrived well in advance of the agreed transfer date; plugged it in on the day of the swap, switched it on and online within 10mins. Soooo easy! The speed is no different to BT (judged by the Speedsmart app). And, to top things off...way cheaper....completely satisfied and feeling BT-liberated!
  • Reviewer
    Location
    London
    Reviewing
    John Lewis Broadband
    Date
    Ratings
    • Satisfaction
      5 stars
    • Customer Service
      5 stars
    • Speed
      4 stars
    • Reliability
      5 stars
    Comments
    After all the bad comments I was really worried by my decision to change from BT after years with them and increasing dissatisfaction. However one week in at this stage I can only say how pleased I have been with the handover process and the service so far. If anything the broadband speed seems to be a lot faster and more reliable but that may be because of an up to date router replacing the old BT one.

    The actual handover was incredibly smooth. The router was delivered a few days before the actual date and the phone was transferred first thing in the morning on that date. The broadband took longer so I phoned mid afternoon just to check there were no problems. The phone was answered pretty much straightaway and I was assured by a very helpful gentleman that I would be connected by midnight - as stated in the documentation. This was the case. It was really easy to connect the new router following the clear instructions first thing the next morning and I then breathed a big sigh of relief. So far so good with no interruptions in the service.

    Neither super fast nor fibre broadband are available in my area so I can't comment on the JL delivery of those services.

    I don't use JL email nor have I had my first bill so that may be an issue ahead but for the moment I am really pleased that I changed to JL. I am saving myself over £20 per month compared to what I was paying previously.
  • Reviewer
    Location
    LEICESTERSHIRE
    Reviewing
    John Lewis Broadband
    Date
    Comments
    over and over whewnever i go into JL webmail to prevent my in-mails choking up i'm faced with everything running very, very slowly

    this is merely to deal with the housekeeping of emptying the accumulation of mail

    for the first time i looked at this site to see if there was any comment on this

    i was astonished to see the level of dissatisfaction that is all quite level headed but people are understandably angry

    JL as a company has a high reputation - as someone noted does no-one from JL pay attention to these most disturbing comments

    change IOSP seems to be the 'counsel of perfection' but i'm damned if i will, all the inconvenience etc

    come on JL please let's get some quality service
  • Reviewer
    Location
    Aberdour
    Reviewing
    John Lewis Broadband
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    Stay far away from John Lewis broadband! I'm coming to the end of my contract and I will cancel immediately. Connection issues daily. Wasted hours on the phone complaining to no use. This last month I have actually used up my mobile internet allowance because I've had to use it in the house as John Lewis broadband falls out constantly.
  • Reviewer
    Location
    West Yorkshire
    Reviewing
    John Lewis Broadband
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    Comments
    Signed up 1St March. They seemed to think I needed a new phone number, so queried that, no reply. 14 days later, no letter confirming transfer in, no router, no start date. Just cancelled my order now. Plusnet used to be good, clearly not any more. Steer clear.
  • Reviewer
    Location
    Cheltenham
    Reviewing
    John Lewis Broadband
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      2 stars
    • Reliability
      1 star
    Comments
    I have an intermittent drop out on my fibre broadband which can go off for minutes or hours at a time. Despite complaining since mid January I am getting nowhere and have been chronically told different stories. Clearly JL admit they can see the drop out but 4 engineers from Open Reach can find no fault. I appreciate open reach servive poor but I have been lied to by JL as well. The engineer this week sought permission via his supervisor to replace my master socket which remains in bits since the last phone complaint as this has made things more stable. Said had to go back to JL for permission. Next day I am called to say fault closed! On further enquiry I find they have not had anything back from OpenReach and I have to wait till 4pm today for response. This morning I have email to say fault sorted! A miracle as my socket still in bits. Someone is lying and I am fed up. I expected much more for the John Lewis brand
  • Reviewer
    Location
    wales
    Reviewing
    John Lewis Broadband
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    probably the worst ever experience of getting BB set up, when I took out a contract I was promised it would take 2 weeks, 5 weeks in and I'm still waiting. I spend an average of 1.5 hours just on hold everyday. Use JL BB at your own risk
  • Reviewer
    Location
    Princes Risborough
    Reviewing
    John Lewis Broadband
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      3 stars
    • Reliability
      3 stars
    Comments
    Since abandoning the previous Waitrose and JL email/webmail servers, the emails are now painfully slow to load, delete and refreash. Indeed earlier today in 'timed out' before competing the intray loading! I suspect we are paying high fees to ride on the back of the systems servicing JL online sales and stores management/resupply systems. Meanwhile, online banking, google etc are still very slick indicating that it is the JL email provider's servers which can't cope. JL WEBMAIL quality is a joke!
  • Reviewer
    Location
    BALA
    Reviewing
    John Lewis Broadband
    Date
    Ratings
    • Satisfaction
      3 stars
    • Customer Service
      5 stars
    • Speed
      3 stars
    Comments
    WELL THIS IS THE QUICKEST I HAVE EVER COME BACK TO LEAVE A REVIEW, AFTER MY LAST REVIEW, MY ROUTER CAME NEXT DAY SO AFTER COMPLAINING THEY CLEARLY MADE A HUGE EFFORT TO GET THE ROUTER TO ME. SO 5 STARS FOR THAT, IT WOULD NOT CONNECT , SO I PHONED CUSTOMER SERVICE, AND I HAVE TO SAY THEY WERE EXCELLENT AND HAD ME UP AND RUNNING IN MINUTES , SO 5 STARS FOR THAT ALSO, IT'S RUNNING AT ABOUT THE SAME SPEED AS MY PREVIOUS BT ACCOUNT, BUT SO FAR IT HAS NOT KEPT DROPPING OUT LIKE MY BT DID, BUT WE WILL SEE WHAT TIME BRINGS , SO OVER ALL, SO FAR ANY WAY, EXCEPT FOR THE BAD START TO MY CONTRACT, THEY HAVE ACTUALLY COME UP TRUMPS,
  • Reviewer
    Location
    Caerphilly
    Reviewing
    John Lewis Broadband
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      3 stars
    • Reliability
      2 stars
    Comments
    Internet did not work for two days because they serial numbers on the back of the router had not been logged on to their system. Only the fourth operator spoken to was able to work this out. The others said it was a problem in my house. The refused to answer emails beforehand asking how to set up additional email addresses under John Lewis. Nothing on their website either. Turns out you only have one email address. There are no instructions on how to set up for Macs modern operating systems for email. The anti virus system is not supplied for Macs but there is no indication of that on the website. Simple a very poor product - which I believe I have been missold and I will cancel tomorrow.
  • Reviewer
    Location
    Telford
    Reviewing
    John Lewis Broadband
    Date
    Ratings
    • Satisfaction
      2 stars
    • Customer Service
      4 stars
    • Speed
      1 star
    • Reliability
      2 stars
    Comments
    Very disappointed with the pathetic speed and the extortionate price... Paid over £40 just for broadband and the speeds rarely got to 20mb... The worst ISP I have used to date and that's going something
  • Reviewer
    Location
    bala
    Reviewing
    John Lewis Broadband
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      3 stars
    Comments
    Not a great start to switch to john lewis, they still have not despatched my router and it has gone a day past switch over time, credit to customer care for trying to use my existing router , but it seems this was locked by bt, so in effect could not be used, so now i will be left with no internet for who knows how many days ???, running a internet based business this could be disastrous for my new business,
    so really not one bit happy,
  • Reviewer
    Location
    Dorset
    Reviewing
    John Lewis Broadband
    Date
    Ratings
    • Satisfaction
      2 stars
    • Customer Service
      2 stars
    • Speed
      4 stars
    • Reliability
      5 stars
    Comments
    I was with Waitrose.com for 10+ years and apart from little glitches had no trouble at all. From the time John Lewis started the amalgamation of Waitrose and Green Bee to JL, things started to slide. At the change-over (totally unannounced, to me, anyway) I found myself with a screen that looked like old 1980s computers, with no way at all of marking several emails at once in order to delete (can only mark minimum of one page at a time!). Also, 400 plus emails that I had kept disappeared overnight and JL infer that this was me, and they have no "cloud" facilities for deleted emails which is probably true; deleted emails disappeared from their box for hours at a time and suddenly reappeared, I am still in e-correspondence with JL but I am not at all happy considering my happy years with Waitrose.
  • Reviewer
    Location
    Leeds
    Reviewing
    John Lewis Broadband
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    Comments
    I wish I had seen these reviews prior to placing my order. Absolutely disgusted and let down by John Lewis Broadband. I agreed to switch in January with a commencement on 13th Feb for phone and broadband, keeping my existing phone number. They told me on 31st Jan that my phone was live which didn't make sense to me as the phone was still with my existing provider. That was when I found out that fibre didn't mean fibre - it meant phone line and I had two numbers running and was being billed for that. I have spent hours listening to the music reel on the helpline trying to get my old number back - they promise a date and then nothing happens, they promise to call me back and don't, they don't respond to written requests. I lost patience yesterday and cancelled the whole thing due to their breach of contract, they are charging me £102.50 for the pleasure.
  • Reviewer
    Location
    London
    Reviewing
    John Lewis Broadband
    Date
    Ratings
    • Satisfaction
      2 stars
    • Customer Service
      2 stars
    • Speed
      2 stars
    • Reliability
      2 stars
    Comments
    i've had JL Broadband for a few years. I upgraded to their fastest service. There were issues on the upgrade and the service was not a smooth one (which I was reminded matched my initial ake up of their service the year before) but the key issue now is that during Dec/January and early Feb I noticed a distinct reduction in speed. When tested I noted it was around 10mb speed on a supposedly 75mb line ( at over £50 a month for line too). I called in and was led through a few checks including the logging in details and it turned out that someone at JohnLewis side must had updated my details with another customers details. As I looked at my screen in disbeleif I read out the lady's name and username who was entered. When overwtitten with my details the speeds picked up again. I find this breack of data protection and total inability for this mismatch to be montiotred and flaggeed up unbeleivable. It implies to me a very laissaz-faire attitude to performance and security. I logged a complaint about the speeds and the data protection issue and asked to find out exactly what had happened. This was 3 weeks ago. I heard nothing. The complaints have 'disappeared'. I called in and was held on the phone intermittently and after 25 mimutes decided I had had enough (whilst an agent insisted I wait whilst they read and understood the situation). I repeated al the information yet again but to no avail. They failed to take it on board, failed to allow me to speak to a manager or to get someone to call me back when they'd read my notes and seemed fixed on wasting as much of my time with no help whatsoever. Useful.

    Very very odd.
    No I don't recommend this bunch at all.
  • Reviewer
    Location
    Milton Keynes
    Reviewing
    John Lewis Broadband
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    I have had John Lewis for 4 days in that time they have tried to over charge me more than the agreed contract , the speed is poor , the laptops and I phones loose connection all the time , and it refuses to stream any device . After speaking to customer sévices 3 times they refuse to cancel contract although it is obviously useless . In short do not go near this service .
    N
  • Reviewer
    Location
    West Sussex
    Reviewing
    John Lewis Broadband
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    Not sure how this works but used Waitrose webmail for years, mostly ok -easy to use etc but did sometimes keep logging you off. Something to do with the 'platform' it was on. Suggested use JL webmail same log in but hated it, so continued with Waitrose webmail until eventually it ceased.
    JL webmail is rubbish, too complicated, tiny writing, hard to use etc etc etc
    About time it was updated to something nice and simple to use and more reliable especially as so much is done by email now.
    Would leave if it was easy to do!
  • Reviewer
    Location
    Manch
    Reviewing
    John Lewis Broadband
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    Going live tomorrow. Been on phone an hour so far to check up. Getting bad vibes about this.
  • Reviewer
    Location
    Winchester
    Reviewing
    John Lewis Broadband
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    Signed up 2nd February. Heard nothing. On 15th Feb. I tried to find out what was happening. Email refused (Send but do not receive). Tried calling. Long long queue, and then given the run-around. Realised I had made a bad choice. Gave notice via their 'Ticket' system of cancellation under the Distance Selling regulations. Customer Services refused to accept the notice, saying I had to phone or post a letter. I sent a pdf letter, via the 'Ticket'. No response so far.
    I have written separately to Sir Charlie Mayfield, chairman of the JLP. John Lewis is taking reputational damamage by lending their name to PlusNet plc without adequate oversight.
    PlusNet is the villain here.
  • Reviewer
    Location
    Fordingbridge
    Reviewing
    John Lewis Broadband
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    Absolutely appalling connectivity and customer service, broadband has been down more than up, forced to investigate this myself as all tickets opened are ignored until they are closed by lack of activity. When my investigation turned up that the actual problem was with JL's QOS settings, they emailed me thanking me for finding the problem and suggested that changing my online activities would probably cure my problem!!! After multiple complaints they agreed to let me leave free of charge and then attempted to bill me £165 for leaving.
  • Reviewer
    Location
    Glenshiel, Highland, Scotland
    Reviewing
    John Lewis Broadband
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      2 stars
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    2 months and 6 days since John Lewis Broadband took payment I still haven't got a phone service or broadband despite being on the phone to them for over 10 hours.
    John Lewis have managed to get BT to disconnect the line they were supposed to take over though.
    Disappointed doesn't really do justice to my feelings about John Lewis Broadband.
  • Reviewer
    Location
    exeter
    Reviewing
    John Lewis Broadband
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      4 stars
    • Reliability
      4 stars
    Comments
    Shocking. Signed up to the £22.50 per month b/b + Anytime weekend deal on Uswitch. First bill for £30+ - they added several services I did not sign up for. Took second payment without authorisation. Did not reply to five or six e mails. Sent threatening e mails. Limited service demanding the extra payment. Called up, and
    insisted there was no such deal. When I went to Uswitch and read it out, they admitted there was, and would put me on it..However would not waive earlier fees.
    Not what you expect from a service with the JL brandname on it - faith in JL considerably shakened
    ( long time customer).
  • Reviewer
    Location
    Dorset
    Reviewing
    John Lewis Broadband
    Date
    Ratings
    • Satisfaction
      4 stars
    • Customer Service
      4 stars
    • Speed
      4 stars
    • Reliability
      4 stars
    Comments
    Been with John Lewis about 6 months. Pretty happy - speeds generally good. I have needed Customer service three or four times. Sometimes slow to answer but found helpful and reasonably knowledgeable when they do.
    Surprise at number of poor reviews on here - wrt John Lewis hiding the fact that Plusnet provide the service it is clearly stated that this is the case on their website. When I signed up JL offered better deal than plusnet for me.
    If you want a high quality service you simply have to pay more - try Zen internet or some such.
  • Reviewer
    Location
    Altrincham
    Reviewing
    John Lewis Broadband
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    JOHN LEWIS, PLEASE HELP
    Please will a senior manager or Director in charge of John Lewis Customer Services read these reviews. The majority of us have similar experience which adds up to a chronically poor service, one that has had me in tears because of an aggressive person in the so-called support service. I cant think of anything to say that is good. At the moment I am without any of my emails and have been told that there is no-one to deal with my issue now as it's after 10 pm - whatever happened to 24/7 - and the backroom tech won't be in until Monday. I love my John Lewis because of the products and service but I am about to leave their broadband service and just hope that someone is listening.
  • Reviewer
    Location
    Lincs
    Reviewing
    John Lewis Broadband
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    I signed for JL broadband on Feb 1, its now Feb 18 and I still don't have a reliable connection. I don't feel I've any chance of getting one. Do not sign up for this service, you will eventually lose your mind....
  • Reviewer
    Location
    Reviewing
    John Lewis Broadband
    Date
    Comments
    Ordered my service and they keep cancelling my order can't get them on the phone and they keep saying I have to call them I've tried time and time again and just on hold hearing static noise not music it's painful I've emailed them over and over saying I can't call them and be waiting 45mins to be told they are now closed, they say they are open mon to fri till 9pm but close at 6pm when you call so they lie!! Wish I had seen reviews first I wouldn't have bothered with the weeks of stress and hassle!! I've said I want a refund and don't want the service that I've paid for and not received!

    Appalling service and no customer service at all!!
  • Reviewer
    Location
    Ashford Kent
    Reviewing
    John Lewis Broadband
    Date
    Ratings
    • Satisfaction
      5 stars
    • Customer Service
      4 stars
    • Speed
      4 stars
    • Reliability
      4 stars
    Comments
    On waiting just over 11 days for john lewis to activated my service's and reading all commits on here i was a little surprised to say that i've found jl broadband supplied by plusnet being fine but to mention slightly slower as i'm using jl broadband as domestic use, i do have plusnet for work use else where in my local town, but it was suggested to use jl broadband service, if your using standard 300Mbps the sagem router works fine, the setting are easy to understand & if you prefer the max wifi speed on your tablet ipad etc then 300Mbps will do you fine, the setting is there to go lower if you require it. The customer service is plusnet guys but hey its just like when i used to use sky broadband i found them rude etc, it just every one's personal experience really. this service provider of jl suits our home use kindly and seems to allow the kinds to use the games box online fine so win win, thanks john-lewis broadband keep the good work up.

    Kind regards
  • Reviewer
    Location
    Dorset
    Reviewing
    John Lewis Broadband
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      2 stars
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    Not what i expected from a company such as John Lewis, however it very evident when contacting them and being passed to either the technical or provisions dept that you are talking to Plus.Net personnel, especially when they respond " Plus Net, how can I help you".

    They have in only a matter of days screwed up the billing process by billing me false invoices for which i have not received the services or that are included in the package i took. Adding to this the fact that i didn't pay them they have now restricted my service to what appears to be 0.1mb.... Not impressed, having been a customer of Plus.Net too I will most certainly consider not going to either of these suppliers in the future, I just wished i read and paid heed to the reviews previously.

    I am now one dissatisfied customer.
  • Reviewer
    Location
    Sevenoaks
    Reviewing
    John Lewis Broadband
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    Comments
    This is about Webmail. We used to have Waitrose webmail and that was fine for access away from home and on tablet. Now it has become John Lewis Webmail it is total rubbish. Incredibly slow to load, no clear instructions about how to select multiple messages to delete, so my available space keeps filling up. User guidance is all about different text display options which I couldn't give a monkey's about. Why don't don;t these IT people keep it SIMPLE? Do they know they are alienating JL customers? Hope somebody high-up reads all these comments.
  • Reviewer
    Location
    Warwickshire / London
    Reviewing
    John Lewis Broadband
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      2 stars
    • Speed
      1 star
    • Reliability
      2 stars
    Comments
    I have been waiting since Dec4 for my JL Broadband to be
    to be moved from Warwickshire to London. It is now February 4.
    First, my request was lost in their computer while zi waited unknowingly,
    Then when a BT engineer came finally- John Lewis don't tell you they don't have their own engineers- the connection couldn't be completed because the exterior cable needs replacing. Which can only be done by BT!
    So both JL Broadband and I have no idea when this will be completed,
    5 6 7 calls to them average wait time 30 minutes. I was informed by one helpful assistant that I would be given a month's free broadband ; but the charges are still
    Being withdrawn from my account!
    As much as I dislike BT's monopoly I am today giving JL the sack and going with BT.
    I am 72 recovering from a major brain injury , the frustration and incompetence of the above has made me ill with stress
  • Reviewer
    Location
    Oxford
    Reviewing
    John Lewis Broadband
    Date
    Ratings
    • Satisfaction
      2 stars
    • Customer Service
      3 stars
    Comments
    Very very slow to set up broadband service. Given excuse that they were very busy at the time. If you are looking for a quick set up, then avoid John Lewis Broadband.
  • Reviewer
    Location
    Cheshire
    Reviewing
    John Lewis Broadband
    Date
    Ratings
    • Satisfaction
      3 stars
    • Customer Service
      2 stars
    • Speed
      3 stars
    • Reliability
      3 stars
    Comments
    We moved from TalkTalk to JL. At first, excellent service. However, when signed up for 12 months we experienced connections dropped several times a day. We also requested help getting rid of TalkTalk but this was refused on 'customer identity protection
    ' grounds! Give me strength!
  • Reviewer
    Location
    Bedford
    Reviewing
    John Lewis Broadband
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      3 stars
    • Reliability
      3 stars
    Comments
    The webmail service is appalling; its rarely functioning and when it is, it is so slow as to be unusable. Some days you can't get into it all. Their technical support is execrable, and aims only to blame your IT system, and their customer service is non existant.
  • Reviewer
    Location
    Lancashire
    Reviewing
    John Lewis Broadband
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    Absolutely appalling service. Would put 0 stars if I could. Used to be with Waitrose and never had any problems, but since they moved all Waitrose customers to John Lewis, have had no end of problems. Repeated difficulties connecting to broadband, unable to access email, loss of emails, shifting aspects of the service (e.g, email) without informing customers. Have contacted tech support on several occasions for help with these issues but on each occasion, have been told "sorry, there's nothing we can do". Was even told on one occasion that I shouldn't be accessing webmail on an iPad because the system is optimised for computer use (this was the excuse used when I lost important emails), although it doesn't mention this anywhere on their website. Unbelievably bad and I soon I can can access my email (which is down yet again) to print off my important ones, I'll be cancelling and moving to a different provider
  • Reviewer
    Location
    Bedford
    Reviewing
    John Lewis Broadband
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      3 stars
    • Reliability
      1 star
    Comments
    I wouldn't mind so much if this was a cheap service - but it's not. The webmail regularly crashes for hours and it's got substantially worse since the Autumn. The Customer Service is awful - blames BT a lot doesn't do anything. And the advertising! I feel like complaining directly to the Advertising Standards Authority. If all these suppliers are as bad (beginning to wonder) might as well be with someone cheap and nasty.

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