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
    2.3 stars
  • Customer Service
    2.7 stars
  • Speed
    2.2 stars
  • Reliability
    2.3 stars

Based on 100 customer ratings since 2021-08-06 (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.

794 Customer Reviews over 20 pages

  • 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.
  • Reviewer
    Location
    Slough
    Reviewing
    John Lewis Broadband
    Date
    Ratings
    • Satisfaction
      1 star
    Comments
    I wish I would have come across this page earlier before opting in for JL broadband. Every page I went to was explaining that JL is new in this area but due to the "strong focus on customer service & satisfaction" it would be a good choice - I cannot disagree enough. Fully aware that this is most likely a subsection/different department, if not entirely outsourced. Almost one month in after signing up for their services, I have literally given up and requested a refund. Not able to get through on the phone line, so only option to get in touch is the online form. You never get a proper response, have to constantly chase them up yourself and once (if) you are lucky that someone does actually write back to you, don't expect to get an answer to your questions - you will simply get a template text that has a 50/50 chance of being unrelated to what you were asking. Stick to other companies like BT, Sky, Virgin etc. if you can and avoid JL broadband. Sure, none of the others is flawless either, but this was an utter disgrace to the big JL brand and their otherwise well-known world class customer service.
  • Reviewer
    Location
    Scottish borders
    Reviewing
    John Lewis Broadband
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      3 stars
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    Recurring problems regularly for 2 years now. Very slow to none internet connection. Engineers been out said we should be receiving 1.8 but for last few months less than 0.3 at best having to drive 4 miles to a supermarket to check my emails not good what are we paying for? Ongoing problem that they seem unable to resolve. Not good for a company like this sorry
  • Reviewer
    Location
    scarborough
    Reviewing
    John Lewis Broadband
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      2 stars
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    Where do I start? Ordered the Fibre Extra 19TH December and paid my deposit. Getting concerned that I had not had a start date or router, so I phoned up on 6th January. JL hadn’t actually ordered the router nor actioned the order itself. Negotiated a months free broadband because of their negligence, given a written start date of the 17th January. On the 16th January again concerned that I had received no router, phoned again. Start date put back to 20th January, no router had been ordered. Customer service manually ordered the router. The 20th January arrives, router was delivered on the previous Wednesday 2 days previously. No phone. Phone finally went live at 2pm. Broadband not activated. After phoning again and explaining that the lights on the router showed that it was not picking up a fibre signal nor connecting to the internet I was told that it could take till midnight and that they would contact me when it was live. They did not contact me at all. Midnight came and went no broadband, lights on router same as before.
    Phoned on 21st explaining I had no broadband. Cannot even access the router homepage. One hour spent with technical support, prompted by me to acknowledge that the router was probably faulty, and that I was not on the package that I contracted for. New router ordered. Transferred to another department, to determine why I was put on a different package and why was I not upgraded to the package I contracted for. Unable to discover why and unable to put me on the package I contracted for. Apparently internal system problem. I was mistakenly put on the basic broadband package and not the fibre package I contracted for. Says by text that they will try again on 23rd January. Now told that they have to order the fibre package from Openreach (could they not have done it when I ordered) and could take 48 hours to process then activate. Apparently my phone number says I cannot get fibre but my address says I can. News to me since I have had fibre with Sky and Talk Talk in the previous 4 years.
    New router arrived 24th January, couldn’t access internet, fibre will still not be activated for another 48 hours. After spending almost 1 hour on phone to tech, finally accessed router settings through ipad in order to input the CORRECT password and username, that were incorrectly applied from JL. Finally on the internet, basic broadband, although I now have to wait to be activated for fibre, for which I have paid for and for which JL failed to order. Broadband in theory went live on 20th January finally accessed basic broadband on 24th January. Absolute shambles of an organisation. I have never had so much trouble from a supplier as I have had with JL. Will stay with them for a year then leave.
  • Reviewer
    Location
    London
    Reviewing
    John Lewis Broadband
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      3 stars
    Comments
    Very poor customer service and the webmail is very poor.
  • Reviewer
    Location
    McNeill
    Reviewing
    John Lewis Broadband
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    I have been with John Lewis Broadband for 7 months and I have to say that if TalkTalk is at the very bottom of the scale in terms of 'awfulness' of service, JL is very close.

    For 7 months I've been having nothing but problems. They'd initially linked me with another of their sister companies which caused problems for over a month. JL tried to blame it on Openreach and it took a number of cocky customer service workers (not to mention many wasted hours on my part) to actually accept that they needed to solve the problem.

    Since then, I keep having issues with the speed dropping right down roughly every couple of months, which makes it impossible to use the internet. It takes serious hand twisting to actually get the customer service people to check what the problem is and adress it.

    I would strongly discourage potential customers from signing a conrract with JL as their broadband provider.
  • Reviewer
    Location
    Guildford
    Reviewing
    John Lewis Broadband
    Date
    Ratings
    • Satisfaction
      3 stars
    • Customer Service
      1 star
    • Speed
      3 stars
    • Reliability
      3 stars
    Comments
    Do not trust John Lewis! We signed up for a 3 year contract in April 1916 as per the offer on the website, still available today, with a lower rate for year 1. After 6 months it was raised to the year 2 rate. No copy ot the contract was ever supplied but my husband agreed to the online deal as shown. We are told that he agreed to the deal for only 6 months and that there is a transcript of the conversation, available for £10. The terms were obviously hidden in the conversation, after a life working in finance my husband would never have agreed to an inferior deal, he is not an idiot. Just be warned and be very careful and be aware that this company, who have such a good reputation, may be taking advantage of you.
  • Reviewer
    Location
    Hampshire
    Reviewing
    John Lewis Broadband
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    1 star is to much. 0 stars would have been more appropriate. Rubbish customer service. Rubbish, unreliable, slow service. I had 26 engineer visits during my 18months with this shambles of a company. And, now, I am being hit with a 'cessation charge' because I moved house and am getting my services from Virgin Media. AVOID AVOID AVOID, this company.
  • Reviewer
    Location
    Fordingbridge
    Reviewing
    John Lewis Broadband
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      3 stars
    • Reliability
      1 star
    Comments
    Unreliable connection and bad customer service, no phone call answered in less than 45 minutes, every problem blamed on the user before finally agreeing to let me leave free of charge, then attempted to charge me for leaving!
  • Reviewer
    Location
    North Wales
    Reviewing
    John Lewis Broadband
    Date
    Ratings
    • Satisfaction
      5 stars
    • Customer Service
      5 stars
    • Speed
      2 stars
    • Reliability
      3 stars
    Comments
    My phone line and broadband has been down since December 23rd.
    We can ALL give good reviews when things are going right.
    I can truthfully say John Lewis Broadband have been nothing less than FANTASTIC. They have kept me informed by text and phone most days, with accents I can understand, not some foreign voice gabbling at the speed of sound.
    Thank you all who have helped. I salute you
    Openreach are the problem, I was off last year from Christmas day for 6 weeks, this was before I joined John Lewis. The service I received from BT was atrocious. The lies and rubbish I was told ranged from underground cable to council dragging their feet giving PLANNING PERMISSION to repair a telegraph pole, an insult to my intelligence.
    John Lewis is without a doubt the beast server I have been with EVER.
    thank you all at John Lewis Broadband, for you courteous, caring, service. I will be renewing my contract with you. The problem is with Openreach management not John Lewis or the engineers, who were mostly (not all) great
  • Reviewer
    Location
    Devon
    Reviewing
    John Lewis Broadband
    Date
    Ratings
    • Satisfaction
      5 stars
    • Customer Service
      5 stars
    • Speed
      5 stars
    • Reliability
      5 stars
    Comments
    I've transferred from Plusnet as the John Lewis price was much lower, for the same service. (John Lewis broadband is provided by Plusnet.) The process has been pretty painless. I contacted Plusnet via their forum to get a refund for the days I had paid in advance, and they also sorted out a problem of my being billed twice for the first month by John Lewis.
    The Broadband service is better than I was getting with Plusnet: speed is good at around 18 Mbps, and no problems dropping out or buffering with iplayer: I don't know if this due to the new modem they sent, new microfilter, or if there is some difference between John Lewis & Plusnet infrastructure
  • Reviewer
    Location
    Coxley
    Reviewing
    John Lewis Broadband
    Date
    Ratings
    • Satisfaction
      3 stars
    • Customer Service
      4 stars
    • Speed
      1 star
    • Reliability
      4 stars
    Comments
    fairly reliable but slow
  • Reviewer
    Location
    Norfolk
    Reviewing
    John Lewis Broadband
    Date
    Ratings
    • Satisfaction
      4 stars
    • Customer Service
      5 stars
    • Speed
      5 stars
    • Reliability
      5 stars
    Comments
    Switched December, lost DSL service. Kept cool BT Openreach problem. JL limited in what they can do, I understood customer service and tech support depend on Openreach to sort all issues. Took a week for Openreach to send engineer, fixed within hour cause was Openreach fudging wiring in Exchange. Not happy with just refund for lost service as this was not a fault but human error by BT! JL agreed, and credited account to compensate for loss of services eg streaming TV\sky on demand, Xbox and mobile data used while down. Staff polite and as helpful as they can be understanding they cannot fix issues of BT Openreaches causing. I get full 8.1mb sec from DSL, can't offer fair comment on reliability but assume as good as BT wholesale in general.
  • Reviewer
    Location
    St. Briavels, Gloucestershire
    Reviewing
    John Lewis Broadband
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    I have had 3 breakdowns in broadband and telephone in
    December. Impossible to even get through to JL - I tried at different times throughout 3 days and the recording said a 30 minute response time. With poor mobile reception there was no chance of getting through. I had to resort to snail mail to ask them to register the fact that I had no broadband or telephone. I got a letter back saying they would respond within 7 - 10 days!!
    I changed to John Lewis as I have a JL credit card and
    have always had excellent service when dealing with them. I shall have to change to someone else.
    I cannot believe that John Lewis themselves are doing nothing to rectify this enormous problem. They are ruining their good reputation.
  • Reviewer
    Location
    Anglesey
    Reviewing
    John Lewis Broadband
    Date
    Ratings
    • Satisfaction
      3 stars
    • Customer Service
      4 stars
    • Speed
      2 stars
    • Reliability
      3 stars
    Comments
    Broadband has generally been slow, with many more dropped connections than might be expected. The email provision is poor most of the time: for example, attempts at replying to emails received usually result in being taken offline, as is often the case when trying to move emails from one folder to another. At the moment, the provision is very poor to bad: since the 28th November, it has often been unavailable.
  • Reviewer
    Location
    Devon
    Reviewing
    John Lewis Broadband
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      3 stars
    • Reliability
      4 stars
    Comments
    Awful service from day one and only on day six!!. Transfered from plusnet to John Lewis which is all same company so should have been seamless!! On activation which i had to chase...JL issued another bill for £25 even though they had been paid in advance over £30. Contacted customer services who said "never come across this before" but can not stop the invoice, so probably best to cancel D/D. I asked for confirmation of this...adviser said no problem just cancel D/D and they will call me back in 3 days to set it up again!! So duly cancelled D/D. Then after the D/D had been returned JL then restricted my broadband because as instructed by them I had not paid the £25 which I did not owe them anyway. In restricting the broadband they also stopped my caller display on my phone as well as other features!! Contacting them again and getting rather heated at this point was told its a system error nothing we can do sorry!! This bunch of idiots can't stop something they created and then interrupt my service to add insult to injury!!! Still ongoing at the moment and all this in under a week of being with them. I am now contacting JL head office as I am sure they are totally unaware of what is being done or not done in their name!! AVOID AVOID AVOID
  • Reviewer
    Location
    Stalybridge
    Reviewing
    John Lewis Broadband
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      3 stars
    Comments
    Terrible service from day 1, first they send a text saying my phone is now activated, so I cancel my existing contract with immediate effect, then they send another text 30 mins later saying that the phone won't be ready for another 20 + days.

    I phone customer services and get Mr Very Rude, most unhelpful person on the planet, tells me I can still use my landline and can pay for calls by debit card, I had signed up for the 'all day' phone package, he tells me the first text was sent by mistake, then say's it's my fault for cancelling the other phone contract.

    Spoke with a decent guy the day after, it took ALL day to be able to log online, the password for the router was not recognized even though they had set it up.

    Was told that I would get 3 months free fiber for the trouble, then got billed twice on the same day.

    Absolute joke of a company, I will be buying out my contract after Christmas and going elsewhere, but not to Plusnet or Parent company BT, all a bunch of incompetents.
  • Reviewer
    Location
    Surrey
    Reviewing
    John Lewis Broadband
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    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.
  • Reviewer
    Location
    Lochinver, Sutherland
    Reviewing
    John Lewis Broadband
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      3 stars
    • Reliability
      3 stars
    Comments
    Still in the process of getting connected. Just received an email referring to 'my Query' (plus ref number) re have I received my router ?. I didn't submit a query - turns out 'my' query was generated by them. The email then asks me to confirm receipt 'by replying to this message'. Two lines down it says 'We're happy to hear from you, but instead of replying to this email please use "Contact us"' (with a link elsewhere.)

    One minute later I receive another email saying that since they are unable to answer my Contact Us Query it is now on hold for 3 days.

    Like something out of Kafka. The Tech lad I phoned was blissfully unconcerned.

    Do John Lewis know their hard earned reputation is going down the toilet, as a result of this ill-advised diversification and the use of third party provider ?
  • Reviewer
    Location
    Cambridgeshire
    Reviewing
    John Lewis Broadband
    Date
    Ratings
    • Satisfaction
      2 stars
    • Customer Service
      1 star
    • Speed
      3 stars
    • Reliability
      4 stars
    Comments
    Be aware NO PARENTAL CONTROL! Very bad customer service. Migrated earlier than requested. Both first two months billed more and had to keep chasing it up several times! Normal waiting on cust.serv. about 20mins. What a disappointment as went for JL due to the standard of their cust.service and fairness. All resolved in the end but took hrs on the phone with them. Stuck now for a year as no way to cancel contract based on non-satisfaction unless paying over £100! Not recommended at all. Not what you expect from John Lewis.
  • Reviewer
    Location
    Wiltshire
    Reviewing
    John Lewis Broadband
    Date
    Ratings
    • Satisfaction
      2 stars
    • Customer Service
      1 star
    • Speed
      4 stars
    • Reliability
      4 stars
    Comments
    Email has got worse you only have 100mb of space on their server which means if a couple of people send you some photos it gets filled and your emails are bounced back. They refuse to increase the space available and recently their customer service has got worse and slower, still waiting for someone to ring me back to discuss the issues. Cheaper doesn't mean as good so I will have to go back to BT as Plusnet provide the JL service.
  • Reviewer
    Location
    Scotland
    Reviewing
    John Lewis Broadband
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    John Lewis and plusnet are the same broadband providers. When I signed a contract with JL, they connected my account with plusnet by mistake. It took them nearly a month and many hours of my time spent on the phone to them to resolve it. No compensation was offered. I'm now with no broadband due to JL/openreach issue and I'm told I have to wait nearlly 5 days for someone to fix it. Very poor service.
  • Reviewer
    Location
    Worcestershire
    Reviewing
    John Lewis Broadband
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    Would like to put zero for all ratings.
    Another day unable to access my emails, yet again.

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.