John Lewis Broadband Reviews

Sometimes the best way to get a feel for a broadband provider is to read what those who are already customers think of the service they're receiving. Below are all the reviews we've received for John Lewis Broadband.

Recent Customer Ratings for John Lewis

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

Based on 149 customer ratings since 2021-01-25 (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
    Midlands
    Reviewing
    John Lewis Broadband
    Date
    Ratings
    • Satisfaction
      2 stars
    • Customer Service
      2 stars
    • Speed
      1 star
    • Reliability
      2 stars
    Comments
    Poor set up, poor customer service (initial set up, revised set up, billing) although technical support good. Would not recommend.
  • Reviewer
    Location
    Todmorden, West Yorkshire
    Reviewing
    John Lewis Broadband
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    Moved to JLB after a price comparison website said they were the cheapest. After less than 1 month JLB increased the monthly cost. I was angry that JLB offered a fixed price contract for 18 months on price comparison then changed it after 1 month. Called JLB. My first introduction to their 'Customer Service' was being asked 'What do you want me to do about it?' and immediately being told there was nothing that could be done. After 2 months of disputes regarding intermittent service, slow speeds, long call waits and multiple spam or 'Stock' emails as JLB like to call them, I finally got through to a call handler. During each call I had said I wanted to log a complaint but nothing was done. JLB don't answer emails, they have a portal you have to log into in order to email them. At one stage JLB completely deleted my account, erasing records of my complaints and preventing me working from home. I would regularly call, complain and give my availability for callbacks, yet I would either get no call back or would be called back when I had already stated I would not be available. Most of the middle managers/Complaint Handlers I spoke to were unsympathetic, unpleasant and one inparticular seemed to do nothing other than aggressively shout me down. Even now after going to CISAS (The ombudsman) and being offered a settlement payment, JLB are still sending me stock emails, dodgy invoices and generally SPAMMING me. JLB is the archetypal cut corners approach to customer service, delegating the onus onto the customer to constantly chase them at the customers time and expense. Ask yourself "Is saving £2 per month or so on my broadband really worth slow speeds, a service that constantly disconnects, an email account jam packed with SPAM, aggressive unpleasant and unhelpful staff and a lot of wasted time?"....If the answer is "Yes" look no further. I'd like to say that JLB had at least one positive; unfortunately even the Wireless router looks naff and the hold music (which you'll be getting very used to) will drive you towards insanity and/or violent criminality
  • Reviewer
    Location
    Dingwall
    Reviewing
    John Lewis Broadband
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    We moved from BT to JL because BT was so slow and expensive (our contract having expired) and we didn't think things could get any worse. How wrong we were! We can barely browse the web now whereas the problem with BT was the odd stutter when streaming. Whether it is the cheap looking router or throttling of the network is unclear. Their customer support is awful - phoned Technical Support a few days ago who said it would get better. It didn't. Phoned them again today waited for half an hour and then gave up. Then called Customer Services who said they'd jump me up and the queue and guess what was put on hold until I had to hang up. Before he transferred me he told my that my 14 day cooling off period actually expired before my service even started! What an utter farce and rip off. Completely despicable it makes me sick. AVOID AVOID AVOID
  • Reviewer
    Location
    London
    Reviewing
    John Lewis Broadband
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    My broadband has always been slow (0.8Mb instead of the promised 38) but I am stuck in a contract and don't have the energy to deal with the polite but ultimately unhelpful staff for hours on end so I was waiting patiently to get out of the contract. Now, there is no service for 5 days and unless I buy a laptop that can help them diagnose a router issue, they will not help me fix it. They are beneath contempt.
  • Reviewer
    Location
    Hampshire
    Reviewing
    John Lewis Broadband
    Date
    Ratings
    • Satisfaction
      3 stars
    • Customer Service
      1 star
    • Speed
      3 stars
    • Reliability
      4 stars
    Comments
    Customer service is what lets them down. It's quite different from what you expect at John Lewis- I suppose thats because it is actually being provided by Plusnet, who are part of BT, The worst problem I have is that they have double billed me for the first month's service, and seem incapable of sorting it out. Now I am being chased and threatened with service reduction (!) for an amount I already paid when I placed the original order. As noted by others, you spend ages listening to music on hold, but if you contact them on their messaging service nothing much happens.
  • Reviewer
    Location
    Nottinghamshire
    Reviewing
    John Lewis Broadband
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      3 stars
    • Reliability
      3 stars
    Comments
    Broadband speed is ok and generally it's reliable. Real issue is the email service. It's hit and miss as to whether it connects at all remotely - quite often times out (as it has just now). If you get in, it crashes time and again, so sending emails remotely means typing them in Word and copying and pasting, often repeatedly. Most recently, we weren't able to log in at all. Customer service couldn't tell us what was wrong as it was working at their end. Said would get back within 48 hours (!). Didn't. On chasing, my husband spoke with a very arrogant guy who came up with an unconvincing reason as to why it had happened but fixed the problem remotely - but not on the home pc! He claimed it was a Microsoft problem and "Waitrose" couldn't help. My husband (who knows little about IT) made a suggestion about adjusting the Waitrose setting. The guy dismissed it out of hand. End of call. My husband did what he'd suggested and it worked. Totally unacceptable to be without core email for two days and then not have a competent IT support service.
  • Reviewer
    Location
    Norfolk
    Reviewing
    John Lewis Broadband
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      3 stars
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    Just came from over priced BT, i have more than halved my monthly costs, but it shows why, BB speeds are dreadful, even though they say the line is fine, i was getting with BT from a ADSL line a good 7 mb DL speed and a ping of constant 29/30
    Now with LJ, i have had 0.33 DL and a ping of 1403, it is up and down and isn't stable, JL is Plusnet, i tried to leave but im too late as ive just gone over my 14 days, stuck with them for a year of headaches, maybe a better router will help, as they did say theirs is crap!! avoid.
  • Reviewer
    Location
    Rugby
    Reviewing
    John Lewis Broadband
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      2 stars
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    Absolute rubbish - avoid. Signed up as John Lewis is a brand with a good reputation. Their broadband is useless and just keeps hanging, response times 20 seconds or more. Tech support and customer service poor too.
  • Reviewer
    Location
    Herne Bay
    Reviewing
    John Lewis Broadband
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      5 stars
    • Reliability
      2 stars
    Comments
    Awful! Polite staff who don't know what they are doing. They assured me I would keep my own phone number, then when the change over happened advised me of my NEW number!!! They don't seem able to get my number back, different advice from three staff I have spoken to about it. One said he is on holiday soon but will see if he can get someone else to chase it!! My new router didn't work, after three phone calls I got nowhere and then fixed it myself by experimenting with the settings. The username and password were missing! Each time you phone technical help you are on hold for 45 mins each time being forced to listen to insanely bad music, although sales answer straight away!! PLEASE GO ANYWHERE ELSE BUT NOT JOHN LEWIS!!
  • Reviewer
    Location
    Cornwall
    Reviewing
    John Lewis Broadband
    Date
    Ratings
    • Satisfaction
      2 stars
    • Customer Service
      2 stars
    • Speed
      2 stars
    Comments
    Not as bad as Talk Talk, but only just.

    I got given three different dates for connection after I signed up to a contract, eventually it took 5 weeks to get the service up and running.

    They put my address down wrong on the bills and say that it cannot be corrected. I need various utility bills to confirm my identity, address etc. their ones are useless.

    Every time the phone rings the broadband connection cuts out for a few minutes. Customer service have given me three different explanations for this, all of them my fault and none of them correct.

    As has been said before the staff are mostly polite, but useless and unable to actually address any problems you pose them. I know good manners can get you a long way but this is taking the mick.

    Stupidly I did actually believe that John Lewis would care enough about their reputation to ensure that any service carrying their name would be among the best out there. How wrong I was. I never have shopped at John Lewis, I can't afford to, but even if I could I wouldn't, not now.
  • Reviewer
    Location
    Sheffield
    Reviewing
    John Lewis Broadband
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    I wish I could give minus 10 stars - this is the absolute worst company I have ever dealt with, and I am old! Everything about their operation is flawed, from the sign up process which took £65 from me but didn't register me as a customer, to being told (when they eventually got a router to me) that normal broadband wasn't available at my address, so I would need to upgrade to fibre-optic - which turns out to be a lie, since I am now online with another company, using regular broadband, having used library computers for 2 months during which time I despaired of ever having home internet again! AVOID this company - they are dragging the John Lewis brand into the gutter - I don't even want to shop there any more!
  • Reviewer
    Location
    Halstead
    Reviewing
    John Lewis Broadband
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    After 5 months of hassle we are still having problems with John -lewis /plusnet
    Present download speed is 0.18. We did try using CISAS to resolve the problem but stupidly let John lewis talk us out of pursuing the case.That will not happen this time!
  • Reviewer
    Location
    Newcastle-under-lyme
    Reviewing
    John Lewis Broadband
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    Absolutely disgusting service.
    The word service should not be able to be used by some companies, this being one of them. They go through the same call centre rubbish as many more.
    The bottom line, they are liars and cheats.
    I am contracted to receive a speed of 35mb +/- 1mb therefore minimum 34mb
    After 6 months of complaining and being told it was my system I was eventually advised that there was a block on my line which had not been removed by BT.
    2 months later, I am still getting 23-25mb. At each engineers visit they advised before they left that they were getting 40mb...LIARS
    One more engineer visit and they then advise that the line is NOT capable of providing 34mb.
    I have asked that my payments today are returned in full and that if they wish to keep my business they offer a new rate. I believe this is more than fair considering the trouble I have had, getting ANYONE to contact you is impossible...
    STAY AWAY!!! This is a poor Plus Net service managed by incompetent people/systems
  • Reviewer
    Location
    Romsey
    Reviewing
    John Lewis Broadband
    Date
    Ratings
    • Satisfaction
      2 stars
    • Customer Service
      1 star
    • Speed
      2 stars
    • Reliability
      4 stars
    Comments
    After the initial deal, got very expensive. Switched broadband provider, then went on hols, only to discover that they had closed the email account down very swiftly, which cannot be reinstated, which is a problem for an easyJet booking as they only use the original email. Apparently unable to reinstate webmail or anything (I am absolutely sure they could if they wanted to). Very peeved.
  • Reviewer
    Location
    North West
    Reviewing
    John Lewis Broadband
    Date
    Ratings
    • Satisfaction
      2 stars
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      2 stars
    Comments
    I have just left John Lewis (June) and my main complaint of many I have, is with the cash. Whatever deal you strike with them, on every anniversary it is removed and you have to renegotiate it and get your refund. Having got the refund, twice now the refund was ignored and reinstated to my account. Now I've left I don't suppose I'll ever get back to my original deal and get my refunds. Watch this company they delight in adding bits of charges to your account and then you will waste a day on the 'phone to sort it out. It has got worse in the last year, I wonder why?
  • Reviewer
    Location
    south devon
    Reviewing
    John Lewis Broadband
    Date
    Comments
    terrible - poor speed, noisy line an dreadful customer service. bills very unclear
  • Reviewer
    Location
    Hoddesdon, Herts
    Reviewing
    John Lewis Broadband
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    Could not be more sorry that I changed to John lewis broadband, a total waste of money. The service from the technical team is a joke, ( very polite but have been useless). Am now waiting for my conttract to end..Shame on John Lewis for running such a bad company. From now on I will forget them and shop else where.
  • Reviewer
    Location
    Essex
    Reviewing
    John Lewis Broadband
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    I wish I'd read all of these reviews before we signed up to JLB, as many others have said.

    We were with Plusnet before, & I found their customer service terrible, connection slow, & billing totally confusing. After much deliberating, we joined JLB based on the JL brand & Which report. BIG mistake as JLB is run by Plusnet!

    DO NOT JOIN THEM!
  • Reviewer
    Location
    London
    Reviewing
    John Lewis Broadband
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    Terrible - avoid. The connection has been consistently poor. Often disconnects for no reason, Skype calls a nightmare. Upload speed virtually non existent. Switched to quality fibre provider now and the difference is astounding. Customer service poor - JL claim they never received our order to change suppliers despite BT engineer coming out to switch on new provider. We are effectively paying 2 suppliers for 2 months and despite repeated phone calls I cannot get this resolved unless I pay an additional £25 disconnection fee! Surprised that the John Lewis brand has such poor customer service.
  • Reviewer
    Location
    Bromsgrove
    Reviewing
    John Lewis Broadband
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      2 stars
    Comments
    John Lewis made a big mistake contracting PlusNet to run its broadband. Arguably the most respected brand on the High Street being dragged down by the shysters from Yorkshire. Everything about PlusNet is bad; From the overuse of traffic management reducing your download speed (to below 1Mbp in my case, normally 4-5Mbps) to the truly appalling customer service. Like some other reviewers I decided to take advantage of no penalty charges to leave after a price hike. Although the change to my new supplier went through without problems it was then followed by numerous E-mails that seem to come from a demented robot. It included penalty charges of course disguised under another name, bills for negative amounts, complaints that I had cancelled my direct debit (I hadn't), then thanking me for reinstating it,and phone call charges for the period after the change to new supplier. Phoning customer services was a complete waste of time as they were either too stupid to understand or didn't care. I am now going to complain to Ofcom.
  • Reviewer
    Location
    Chatham
    Reviewing
    John Lewis Broadband
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    appalling customer service,very unreliable broadband phone service intermittent.
    They put up their prices a few months ago and offered an opt out if you wanted to cancel.So two months ago I terminated my contract but they have ignored this and despite many attempts at contacting them they are still sending me bills and threatening letters.Avoid their broadband like the plague.
  • Reviewer
    Location
    Godmanchester
    Reviewing
    John Lewis Broadband
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Reliability
      1 star
    Comments
    Avoid at any cost. Customer service really polite. Unfortunately no service!
  • Reviewer
    Location
    South East UK
    Reviewing
    John Lewis Broadband
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    My contract amount was changed very shortly after taking the contract with John Lewis Broadband. I took the option offered to cancel the contract within 30 days as a result of the price change. However, despite phoning immediately to cancel, and receiving confirmation I had cancelled, they still text and emailed me after the service ended, saying I owed early cancellation charges of £87. I had to make several phone calls to clear this up, and, when I tried to email in response to the chasing emails and texts, these bounced back sayimg no incoming emails allowed telling me to go to the website. Spoke further being held with excessively loud rock music (i had to place call under pillow - not on loud speaker!! - and could still hear the music) when they said they didn't know their emails were translated into a notification to log on to their website to "create a ticket". Their texts can be sent "read and reply", but they send their texts "send only". Very very frustrating and upsetting. Never again will I use either John Lewis or their back up service Plus net. I cannot recommend John Lewis Broadband at all. Tip to John Lewis Broadband - Customer service is key and you failed miserably and have one irritated and upset customer who will never return.
  • Reviewer
    Location
    Halstead
    Reviewing
    John Lewis Broadband
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    Our download speed is 0.19mbs and frequently disconnects this has been the case for more than 2 months. we have complained frequently to john lewis
    (Plusnet) and they have been unable to resolve the problem.The problem continues.Legal action is the next step!
  • Reviewer
    Location
    norfolk
    Reviewing
    John Lewis Broadband
    Date
    Ratings
    • Satisfaction
      4 stars
    • Customer Service
      4 stars
    • Speed
      4 stars
    • Reliability
      4 stars
    Comments
    I was with Waitrose for many years and never had a problem. Customer service was very good as was broadband speed and reliability. The change over to "Green bee" went very well and I retained my old email address and personal website URL and all has remained as good as ever it was except for Waitrose webmail which I've used for years with no problems. About a year ago I started to experience drop outs and disruption to Waitrose webmail so much so it's become virtually unusable! I recently found out after posting a complaint that John Lewis is aware of the problem
    and they have now suggested I use the John Lewis webmail service? I was never informed that there are two services running and I have been tearing my hair out wondering why the old Waitrose webmail service had become so appalling! Why on earth did John Lewis not inform me and why has the old Waitrose webmail site not been closed down?
    To give John Lewis their due they have been experiencing countrywide problems and their/plusnet service is undergoing a massive upgrade at present. So apart from the webmail fiasco I remain very happy with their overall service and having heard some of the horror stories about other ISP's I will remain with John Lewis.
  • Reviewer
    Location
    Suffolk
    Reviewing
    John Lewis Broadband
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    AVOID John Lewis, I really wish I had read the reviews before I signed up, I have been with them for 2 weeks and still no broadband connection and now they have the cheek to up the prices for the phone by £2 per month despite me having a contract saying I had signed up for a year at £13.30. UP to now I had always shopped at John Lewis but no more, this has totally ruined my faith in them.
  • Reviewer
    Location
    cardiff
    Reviewing
    John Lewis Broadband
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    Absolute rubbish. Broadband speed is like a snail . Constant problem with being disconnected from the internet everytime it rains you get disconnected every couple of minutes. John Lewis then decided to up their prices and said if customers wished to leave because of this they would not have to pay any exit fees. After advising them that I wished to change companies as a result of this price increase they then emailed me and said I would have to pay a cancellation fee. After sorting this out they then tried to bill me for their services after I had changed to another provider. It is impossible to contact this company by phone as you just get left on hold forever.This company do not deserve any stars.
  • Reviewer
    Location
    Netley Abbey
    Reviewing
    John Lewis Broadband
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    Just don't even think about it. The service is dire, without doubt the worst broadband provider I have ever had - can't wait till the contract ends. I will be avoiding John Lewis/PlusNet/BT in future. What a silly way to trash the John Lewis brand.
  • Reviewer
    Location
    Hounslow
    Reviewing
    John Lewis Broadband
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    I switched from BT to John Lewis broadband a year and half ago, due to the reputation of John Lewis.
    John Lewis broadband use Plusnet as their carrier. I have had issues with the service ranging from dropped connections, low speeds (sub 2 MBPS) and bad customer service.
    The hub that is provided is low power and I get no signal after 5 meters.
    I tried calling the customer service team numerous times to resolve the issue, but they are absolutely useless.
    I have signed up with another provider and I am hoping they cannot be as incompetent as John Lewis.
  • Reviewer
    Location
    HALSTEAD
    Reviewing
    John Lewis Broadband
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    Most of the time download speed is below 0.3 mbs Has been below 010mbs.
    Impossible to view even low resolution videos. Emails with attachments often time out. It's probably due to a poor telephone line, but it's still john lewis's responsibility!
  • Reviewer
    Location
    Isle of Wight
    Reviewing
    John Lewis Broadband
    Date
    Ratings
    • Satisfaction
      4 stars
    • Customer Service
      4 stars
    • Speed
      4 stars
    • Reliability
      4 stars
    Comments
    So many negative reviews! I thought I'd add a positive one for variety. I moved from BT to JL for price reasons - JL works about about fiver a month cheaper, partly because 1571 and caller display are free, which they're not with BT. An Openreach engineer had to fit a new incoming box and modem, and hadn't done a JL one before so I had to help him work it out by finding out what to do online. Speed and reliability are merely OK, but merely OK is as good as it gets anywhere in my area. I think JL broadband is a good deal, and I like their no-nonsense straightforward approach to pricing. The latter is the only real difference I can see between getting your Plusnet broadband via JL or from Plusnet direct.
  • Reviewer
    Location
    Oxfordshire
    Reviewing
    John Lewis Broadband
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    Maybe we all have something in common? Complete deception. I left BT at the point of going to the ombudsman Until bt finally admitted liability. As I was moving house I vowed never to use BT again. I therefore switched to JL and because I have trusted the JL brand for some 40 years I felt no need to read the small print - JL customer service, pricing and guarantees have always been first class. Yet JL broadband has let me down big time. Moreover my broadband stopped working completely when I refused to except the measly compensation being offered by BT for my last contract. Turns out BT owns 80% of Plusnet which operates 100% of JL broadband. I have encountered dishonesty both at BT and Plusnet masquerading as JL. nEver ar JL. JL needs to compensates us if JL Broadband won't . Finally it seems likely that BT and Plusnet have a blacklist for what they perceive as difficult customers. It would not surprise me if they could cut off broadband connection out of spite so that as is happening to me now, I am forced to consider going back to BT and paying £175 of breakage costs for a contract for a service that has been shockingly useless.
  • Reviewer
    Location
    Bedfordshire
    Reviewing
    John Lewis Broadband
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    Moved from BT to JL almost two weeks ago and still have no broadband. Lost count of the emails I've written and the hours wasted on their "technical helpline", most of which are waiting for my call to be answered (58 minutes in one case).

    Seriously, if you value your sanity, do not even consider switching to John Lewis.
  • Reviewer
    Location
    Ashbourne
    Reviewing
    John Lewis Broadband
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    AVOID AVOID AVOID!!!!!!!!
    If you wish to experience abject misery, hours of water boarding like oppression, waiting and having to listen to appalling, oppressive music for hours on end and then EVENTUALLY having to listen to what amounts to is a pack of lies, and then after all this you do not get what you signed up for in the beginning...............
    SIGN UP TO JOWN LEWIS BROADBAND!!!!!!!!!!!!!!!
  • Reviewer
    Location
    London
    Reviewing
    John Lewis Broadband
    Date
    Ratings
    • Satisfaction
      2 stars
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    We have been with JL Broadband now for just over three months and signed up to this on the basis that it was recommended by Which? as broadband provider of the year. The broadband service itself is provided by PlusNet - customer service is extremely slow (on average a 20 minute to their customer services hotline every time) and the connection speed is awful. My partner works from home and needs fast broadband to upload and download services from the internet. JL Broadband has massively hindered the efficiency of his work and we are having to restart our router every single day due to the fact that the line drops frequently to about 0.26MBPS which is completely unacceptable. I would not recommend this broadband service to anyone and we will most certainly be cancelling our subscription when the contract is over.
  • Reviewer
    Location
    Yeovil
    Reviewing
    John Lewis Broadband
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    I would not have believed that any company could be this bad, let alone John Lewis. Dreadful customer service, incorrect bills every month, hours on hold having to listen to the worst loud on hold music on the planet. The whole thing is run by Plusnet and you are just paying twice as much for the John Lewis brand. But complain to John Lewis and they don't want to know - they just tell you to call the help line, which is actually plusnet. It's a complete con and an absolute disgrace. I have now left and gone over to the Phone Co-op who are great, but John Lewis are still demanding money I don't owe.
  • Reviewer
    Location
    sOMERSET
    Reviewing
    John Lewis Broadband
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    I’ve been a householder for over 45 years and have never experienced such appalling service before. Incorrect bills are the monthly norm, hours waiting for customer service to answer the phone, whilst being forced to listen to the loudest and worst on hold music I’ve ever experienced. They are forever demanding money that is not owed, and just when you think you have finally sorted the problem, another on crops up

    John Lewis Broadband is run by Plusnet, and if you have any problems, you are dealing with Plusnet. And it’s no good trying to complain to John Lewis head office – they just tell you to contact Plusnet who are absolutely appalling.

    The whole thing is a complete con, John Lewis is an absolute disgrace – Don’t have anything to do with these cowboys!
  • Reviewer
    Location
    Herefordshire
    Reviewing
    John Lewis Broadband
    Date
    Ratings
    • Customer Service
      2 stars
    Comments
    I work from home - or rather, I did, until I signed up with John Lewis broadband. Now, I just spend my day on the phone to JL’s technical support line. It’s now my 42nd day without a broadband connection and there’s no sign of a resolution in sight. On the dozens of occasions when I've rung JL to find out what's going on - they never ring me, though once in a while I do get a completely irrelevant text - the customer service has been helpful and friendly, but absolutely useless at actually getting the service back. Reading between the lines, the problem is that JL have no power. BT Openreach owns and administers the lines, and if they can't be bothered to send an engineer, the line doesn't get fixed. There's a minimum ten-day wait time before Openreach will even consider a fault request, and twice so far no engineer has turned up. A couple of days ago JL offered me £25 in compensation, but the last monthly bill (for a service which I didn't receive) was for £45.06. It’s so bad it’s almost comical. Almost.
  • Reviewer
    Location
    Herefordshire
    Reviewing
    John Lewis Broadband
    Date
    Comments
    Well, it's now my 39th day without a broadband connection. On the many, many occasions when I've rung JL to find out what's going on, they've usually been helpful and friendly, but absolutely useless at actually getting the service back. Reading between the lines, the problem is that JL have no power - Openreach owns and administers the lines themselves, and if they can't be bothered to send an engineer, the line doesn't get fixed. There's a minimum ten-day wait time before Openreach will even consider a fault request, and twice so far no engineer has turned up. Yesterday, JL offered me £25 in compensation, but the last monthly bill (for a service which I didn't receive) was for £45.06. I work from home - or rather, I did, until I signed up with JL.
  • Reviewer
    Location
    Rutland
    Reviewing
    John Lewis Broadband
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    I wish in had read these reviews before starting! They are pretty telling... Don't use John Lewis broadband!! Our experience was very very bad, we have cancelled our order now... no broadband after 6 weeks. The worst thing was being told it would be connected on certain date time after time... Even promised then it not happening. So frustrating! Don't touch them with a barge pole!

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