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
    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.
  • Reviewer
    Location
    Wells
    Reviewing
    John Lewis Broadband
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      3 stars
    • Reliability
      1 star
    Comments
    Oh dear !
    What has happened to the excellent service John Lewis used to supply ?
    Email website down, refusal to recognise me on the login page, 30 minute waiting time to answer a call, and no email address to send a complaint to !
    Seems I am up the creek without a paddle...
  • Reviewer
    Location
    west bromwich
    Reviewing
    John Lewis Broadband
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    My 70 year old Mother cancelled with John Lewis and they tried to say that she hadn't..the customer service team were rude,aggressive and down right ignorant..eventually telling her she would be charged and cut off so she wouldn't have a phone for two weeks..nothing more than bullying which caused her upset..she's now waiting for reconnection to bt..John Lewis your a disgrace..
  • Reviewer
    Location
    Shropshire
    Reviewing
    John Lewis Broadband
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      2 stars
    • Reliability
      1 star
    Comments
    Shame on you John Lewis call centre staff not interest in sorting problems phone line down for 14 days and still waiting for phone and internet conection Im type 1 diabetic and they asked me to email my medical records so the could log me as a priority case when I had a problem
  • Reviewer
    Location
    Wimborne
    Reviewing
    John Lewis Broadband
    Date
    Comments
    Very disappointing level of response following a local problem which has left us without internet access for 9 days now, and still no information as to when service will be resumed.
  • Reviewer
    Location
    Bracknell
    Reviewing
    John Lewis Broadband
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      2 stars
    Comments
    I have a Waitrose webmail account that most of the time I cannot access. The online reporting service does not work, nor do any of the other online complaints sites. I am not at all happy. I moved back to JL because of excellent previous experiences, not this time, I'm off.
  • Reviewer
    Location
    Bursledon
    Reviewing
    John Lewis Broadband
    Date
    Ratings
    • Satisfaction
      3 stars
    • Customer Service
      4 stars
    • Speed
      3 stars
    • Reliability
      3 stars
    Comments
    Swapped from plusnet to John Lewis to save £10 per month.The process was painless. The new connection is more stable and faster, which is odd as JL broadband is actually provided by Plusnet, or so I'm told. The regular dropouts in service have stopped and it is usable after 16:00 on a week day, something the Plusnet wasn't so good at. Overall, its not bad. I wonder if the improvement is due to the router being replaced from an old BT Hub3(that is not a mistake, I was using a BT hub on the Plusnet service) to the JL one, although it has the same specifications? Speed is hovering around 10MB
  • Reviewer
    Location
    South Wales
    Reviewing
    John Lewis Broadband
    Date
    Ratings
    • Satisfaction
      4 stars
    • Customer Service
      4 stars
    • Speed
      5 stars
    • Reliability
      5 stars
    Comments
    I live 6.5 miles from the Exchange. Previously my speeds were 1.5mb. Now I get 35-36mb, with the lowest speed ever being 33mb. Good stable connections. My old ISP cut the connection at Noon, but JL didn't put the phones/internet back on until 10 pm. This is probably due to Openreach not JL, but expect a loss of phone service for most of the day. Very happy to have changed over to John Lewis.
  • Reviewer
    Location
    Marlborough
    Reviewing
    John Lewis Broadband
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    Very slow speeds and when I have a problem I cannot get through on the phone as 'they are experiencing high call rates" Really? Every day? Poor service for a company carrying the John Lewis brand.
  • Reviewer
    Location
    Norfolk
    Reviewing
    John Lewis Broadband
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      2 stars
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    Signed up for Fibre 3 times - each time money taken etc and order all in place. Each time cancelled after JL BB not being able to provide after accepting the order or because they failed to remove my details from their systems. Each time I found out by checking that things weren't happening - they didn't tell me (apart from their error in applying for a direct debit which they intimated was my fault - took my details and took initial payment but DD failed as I'd given them the wrong details which were the same as they used to take money!) The technical helpline seems ok but everything else seems terribly run. Sad that John Lewis is going the way of other retailers. Reminds me of the Building societies changing to banks scenario where profit is now key. The BB scores are because I didn't get any at all.
  • Reviewer
    Location
    Southampton
    Reviewing
    John Lewis Broadband
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    Get another ISP there is no broad in JL broadband - its SLOW very SLOW. And quite a few drop out too. Counting down until I can cancel.
  • Reviewer
    Location
    isle of Wight
    Reviewing
    John Lewis Broadband
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    The internet and phone were not switched on by the date stated. Contacted customer service who said it would be on by midnight, all the bt engineers go home at 6pm so I knew that was a load of rubbish. John Lewis are going to be in breach of contract. Be advised not to bother, Mickey Mouse could do better.
  • Reviewer
    Location
    Reading
    Reviewing
    John Lewis Broadband
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    Bizarre. Serious connectivity problems on first day of going over to them. Couldn't fulfil ALL the security questions to investigate the problem, so they refused to proceed!!! Couldn't cancel...because I can't answer ALL the security questions! Infuriating - and there's no email address to try and get round the system - John Lewis Broadband doesn't have an email address!!! Even John Lewis customer services couldn't contact them. Next stop, Ofcom. Truly, truly bizarre. But then, it is run by PlusNet, so that explains it.
  • Reviewer
    Location
    Surrey
    Reviewing
    John Lewis Broadband
    Date
    Ratings
    • Satisfaction
      3 stars
    • Customer Service
      1 star
    • Speed
      3 stars
    • Reliability
      4 stars
    Comments
    Have been with Waitrose/John Lewis for many years, whenever you had a problem it was easy to get through on the freephone number and I never had to wait more than a couple of rings for someone to answer. Ever since Plusnet run the call centre it is a nightmare, give up waiting for someone to answer after 20 mins hanging on, online contact takes at least over 24hrs for someone to answer if your lucky and for this reason I would not recommend.
  • Reviewer
    Location
    Oxford
    Reviewing
    John Lewis Broadband
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      2 stars
    • Speed
      2 stars
    • Reliability
      2 stars
    Comments
    Pathetic Broadband service, JL is not providing Parental control, it has mentioned in the web site but actually not comes with it. Very disappointing, Customer services/Technical support also did not know the parental control is available, waist few phone calls, (long calls) then found out its not comes with the package, Got kids home, now we are stuck to service for one year, cannot even cancel it.

    Signup month ago, when receive the service it took more than three weeks. only found out about parental control after received the service, but still too late to cancel as customer services.


    Call wait time is more than 20-30 minutes any time during the day.

    I think JL is the only ISP who is not provide Parental Control

    Very very disappointed.
  • Reviewer
    Location
    DN213JF
    Reviewing
    John Lewis Broadband
    Date
    Ratings
    • Satisfaction
      4 stars
    • Customer Service
      5 stars
    • Speed
      3 stars
    • Reliability
      4 stars
    Comments
    Reasonable service but quite slow
  • Reviewer
    Location
    Eastchurch
    Reviewing
    John Lewis Broadband
    Date
    Ratings
    • Satisfaction
      5 stars
    • Customer Service
      4 stars
    • Speed
      5 stars
    • Reliability
      5 stars
    Comments
    Hi was with BT before and when I went to John Lewis I did not see the feedback until I joined then I was a bit worried because a lot of the feedback was bad but for me I have had excellent service with no problems our family have been with Bt for 40 + years and the price just keep going up with no reduction for the loyalty so had to change I would recommend you try John Lewis
  • Reviewer
    Location
    Cheshire
    Reviewing
    John Lewis Broadband
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    Awful and avoid. Log calls online and they take over a month to respond. I followed process online to cancel only to be told they don't accept cancellations online - despite having the process there. So, I've written to them to cancel by snail mail - Whats the betting the letter gets mislaid.
  • Reviewer
    Location
    Somerset
    Reviewing
    John Lewis Broadband
    Date
    Ratings
    • Satisfaction
      3 stars
    • Customer Service
      1 star
    • Speed
      4 stars
    • Reliability
      4 stars
    Comments
    I moved to John Lewis broadband from Plusnet to take advantage of their first year discount. They transferred me three weeks before the agreed date, (and before my Plusnet contract had ended), and have double charge me for my first month. I have tried to contact them using their website for over a week ( as I didn't want to wait half an hour on the phone) and despite claiming a 24 hour response time have received none. I even logged a complaint about poor service and have received no reply. Like other users, I am amazed that John Lewis have compromised their brand name with such poor quality service.

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