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
    Birmingham
    Reviewing
    John Lewis Broadband
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    ABSOLUTELY TERRIBLE SERVICE! Went with JOhn Lewis based on the excellent reviews and "Which?" recommendation. these are unfounded. followed instructions to the letter - instructions say "you may have to wait 15 minutes" been 30 hours now AND STILL NOTHING!! - NO connection, no help from customer services other than "oh it might take a few days maybe we should have sent you an email" this was after having to find bank details to tell them and all sorts of other "security questions" around 20 minutes it took them to tell me it may take a few days . WHY DO THEY NOT TELL YOU THIS IN THE PAPERWORK?? !! NOT IMPRESSED AT ALL. I shall be cancelling and going back to my original broadband supplier. John Lewis = useless. Cant say how fast it is as I have not been able to connect. I will not be recommending them that's for sure
  • Reviewer
    Location
    SOMERSET
    Reviewing
    John Lewis Broadband
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      2 stars
    • Reliability
      2 stars
    Comments
    Awful, incompetant, couldn't give a damn service from a supposedly good company. John Lewis Broadband is provided by Plusnet, and their service is the worst I have ever encountered. Long times on hold, terrible loud hold 'music', every month the bill is wrong and I am overcharged, customer support staff are incompetent and sometimes arrogant, they don't get back to you when they say they will. Unbelievable awful bad service. Very frustrating an annoying and - I am moving over to the Coop. Be warned - this outfit give a terrible service!
  • Reviewer
    Location
    London
    Reviewing
    John Lewis Broadband
    Date
    Comments
    Had extremely slow broadband from John Lewis Broadband for over a year, I have now switched supplier...happy with new speeds, but John Lewis Broadband still is sending me bills for a service they no longer provide. They really need to improve in all areas of their business.
  • Reviewer
    Location
    Cheltenham
    Reviewing
    John Lewis Broadband
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      2 stars
    • Reliability
      2 stars
    Comments
    Do not take out Broadband or phone line with JL, I called them to notify them I was moving in 2 weeks and they my broadband and phone that day. Refused to try and reconnect me. I took out another contract with another provider and know JL have engaged a debt company to cut an early cancellation charge from me. It was JL that cut me off although I was paid up to date! C U in court JL.
  • Reviewer
    Location
    Hampshire
    Reviewing
    John Lewis Broadband
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      2 stars
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    Tried to change from BT. Phone line connected but not broadband due to JLB error. Two weeks after changeover no update received, no router despatched. After 45 minute queue technical support told me that broadband order had been 'cancelled' although my recent bill shows I was charged for it. After a 25 minute queue for customer support was told that it was a JLB admin error that would eventually have sorted itself out (!) yet no emails or calls from JLB to explain/reassure. Another week delay now expected (2-3 weeks without broadband). Wish I'd stayed with BT.
  • Reviewer
    Location
    Reading
    Reviewing
    John Lewis Broadband
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    On moving house we decided to move to John Lewis Broadband. When we called we were advised of a 2 week lead time. We booked on-line and were given 3 possible installation dates. Chose one then heard nothing. Time was critical because I can only work from home if I have broadband and I have a very young child. Had we been advised of the real lead time, we would have found a different supplier. I called the week before the chosen date and the original date was confirmed on the phone with a time slot. Took my last day of leave off to be at home. On the afternoon of the installation i got an email giving a date of installation a week later. My husband had to take a day off unpaid to be in. When I complained I was advised that they had not confirmed the date by email. I explained this had been done verbally. Yesterday the Installation went ahead fine. Today the broadband doesn't work at all. Each time i have called I have had to wait approx half an hour for an answer. We used them because John Lewis have such a great reputation for customer service but our experience has been appalling. I regret having anything to do with them.
  • Reviewer
    Location
    london
    Reviewing
    John Lewis Broadband
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    I had 8 years hassle free from BT. I changed for price reasons thinking there is no risk as BT is still supplying and its John Lewis... They're amazing ..right..WRONG


    My bt contract ended on time then no internet since..The original Installation date was missed even though I reconfirmed it. No one showed up on the rearranged date either. The equipment never arrived but customers service blamed me. They said they were certain I received it because it said so on their screen. 4 new sets of equipment were sent but none arrived. Someone then said they would send it tracked by royal mail. Then th eery said the could not as they are out of stock.

    T hey sent a BT engineer who tested with his equipment. It failed. He refused to call in to tech support saying I needed to call BT..

    They then said I should use the original BT equipment but it doesn't work. .I tried to cancel but got a message saying everything is working except BROWSING and i can't cancel.

    If I'm not happy I can wait 8 weeks which they say is reasonable to have time to fix..

    The service is run by Plus net. .. very nice people but they never do anything. ..can't send equipment by traced post..can't call you back. .can't escalate to managers..Their systems prevent any actions for the poor staff...

    I'm going to court to cancel the contract. .its the easiest way out unfortunately. .

    joe
  • Reviewer
    Location
    Oxford
    Reviewing
    John Lewis Broadband
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      3 stars
    • Reliability
      3 stars
    Comments
    Dire customer service. Impossible to get through on the phone. Try emailing and they say phone. No complaint option. Will ruin the great John Lewis name.
  • Reviewer
    Location
    Somerset
    Reviewing
    John Lewis Broadband
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      3 stars
    • Reliability
      3 stars
    Comments
    John Lewis broadband is a complete con. John Lewis allows Plusnet to use its brand name and you buy a package from Plusnet at an inflated price. Everyone you deal with on the phone works for plusnet and there are no John Lewis employees involved in it. Even if you complain to John Lewis head office about the terrible service, they simply refer you back to Plusnet
  • Reviewer
    Location
    Blackpool
    Reviewing
    John Lewis Broadband
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    thought i had got broadband from John Lewis but it is Plus net

    We have had nothing but problems since switching over to John Lewis broadband I have contacted them for the last six weeks I have left messages on there open queries page Up to then I was dealing with the same chap but now he has failed to respond for over twelve days , that was when he made this statement to me, because I was saying I was going to cancel my contract as I am dissatisfied with the broadband speeds.
    Obviously, you are well within your rights to cancel at any point but cancellation charges would apply, even if it is found to be something that was on the network and not your responsibility. However, I understand that if this is fixed then cancellation no longer needs to be an option anyway.
    This really upset me for how could anyone be responsible for something that was not my responsibility.
    I contacted John Lewis customer service about this offensive statement but they referred me back to John Lewis broadband but despite putting it on your Queries page once again no one has responded.
    It seems I am being passed from one department to another within John Lewis.
    We have had two workmen here from open reach sent by them and they can find nothing wrong with our equipment so the fault must be on the line or at the exchange.
    I have been doing regular speed tests and at times this well below what was expected at times the Broadband service is idle
  • Reviewer
    Location
    Lambeth
    Reviewing
    John Lewis Broadband
    Date
    Ratings
    • Satisfaction
      5 stars
    • Customer Service
      5 stars
    • Speed
      5 stars
    • Reliability
      5 stars
    Comments
    So far, so good. I have been with John Lewis broadband for almost six months and have not had problems. In the first week or two the download speed seemed to fluctuate but I generally get 11-13mbps, and upload 1.5mbps. Sufficient for web use and music/video. Far faster and more reliable than my previous broadband provided by a large supermarket chain.
  • Reviewer
    Location
    kent
    Reviewing
    John Lewis Broadband
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    no such thing as john lewis broadband they just drop ship you plus net so if you want a really poor experience just join plus net your self and save some money, but be warned its rubbish
  • Reviewer
    Location
    kent
    Reviewing
    John Lewis Broadband
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    just been overcharged once again, they add on extra charges and try to make you pay them. i signed up with john lewis not plus net, and plus net treat you like tescos so beware, don't expect the waitrose treatment with these lot.
  • Reviewer
    Location
    Penicuik
    Reviewing
    John Lewis Broadband
    Date
    Comments
    If you 're looking for a pricey, slow and totally unreliable service where the JL managers refuse point blank to even discuss the absence of a broadband connection with you but still take the money then JL broadband is for you. If not don't touch it with a barge pole.
  • Reviewer
    Location
    Woburn Sands
    Reviewing
    John Lewis Broadband
    Date
    Ratings
    • Satisfaction
      2 stars
    • Customer Service
      2 stars
    • Speed
      3 stars
    • Reliability
      3 stars
    Comments
    If you can get through to Tech Support, they can be helpful on setting up issues. However having recently had my service down for nine days, they sent one update at the beginning saying it could be up to 14 days (!), then nothing further. The BT website (it was their cable / exchange problem) was not much more helpful. In the end, I found out was going on by walking down the road and talking to the BT engineers. Now the service is back up, there’s been no contact from John Lewis offering a refund for the nine days I had no service. They’ll send a customer satisfaction survey after an interaction if they think they’ve pleased you. Otherwise they don’t. A superb way for them to convince themselves that they’re great.
  • Reviewer
    Location
    Tonbridge
    Reviewing
    John Lewis Broadband
    Date
    Ratings
    • Satisfaction
      1 star
    • Speed
      2 stars
    • Reliability
      2 stars
    Comments
    Do not switch to JL broadband, the speed and reliability are very poor. Our fibre JL service is slower and more expensive than our old BT copper service. Big mistake and currently trying to get out of deal, who regulates this industry??!!
  • Reviewer
    Location
    Bristol
    Reviewing
    John Lewis Broadband
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    Comments
    Really abysmal and ineffectual customer service.
    When I tried to switch to JLBB broadband and telephone and they were unable to take over the phone line they refused to cancel the contract. This resulted in me being without a phone line for 5 days and broadband for 13 days, and I am still trying to recover my deposit of £11.50 almost 8 weeks later. I was put on hold for lengthy periods up to 30 minutes whenever I phone their customer services to sort out the problem. Their answer was always to transfer me to another department. I am continuing to pursue my refund and request for compensation.
  • Reviewer
    Location
    Herefordshir
    Reviewing
    John Lewis Broadband
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    Paid extra to get broadband quicker on moving house. Three weeks later - still no broadband! It was only after the first installation visit we were told a second one would be needed. This second onewas then cancelled ten minutes before it was due to be completed. The promised free router wasn't sent for the first three times they tried: fourth time it seems they have sent it to our old address apparently: despite knowing the point of changing was we were moving house! Basically it doesn't seem call centre staff know what they're doung. Would never recommend John Lewis again. No idea as to the speed or reliability: in effect they're both zero for now!
  • Reviewer
    Location
    Cambridge
    Reviewing
    John Lewis Broadband
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    I imagine that most customers will use this service because they trust the company. Be prepared for a shock. John Lewis do nothing , they put it all through Plusnet who are incompetent . They agreed to install on 25th June but never turned up , so we reset a date for today and again they never turned up . I even had to ring them to chase progress because they are too lazy to ring me even after assuring me that it would get Meg Mackays personal attention because they let me down before.The whole experience is dreadful and it feels like nobody cares at all for the customer. Plusnet pretend to be John Lewis so watch out.
  • Reviewer
    Location
    Staffordshire
    Reviewing
    John Lewis Broadband
    Date
    Ratings
    • Satisfaction
      3 stars
    • Customer Service
      3 stars
    • Speed
      4 stars
    • Reliability
      3 stars
    Comments
    I signed up with a half price offer for 3 months and was charged full price (refunded after a complaint).
    When broadband went down I was told they can no longer check the fault, it has to be sent to the faults team who could take 72 hours. It was resolved but took 24 hours. Took 4.5 and 9 minutes to answer phone but was a UK agent. The router needs resetting about once a week
  • Reviewer
    Location
    London
    Reviewing
    John Lewis Broadband
    Date
    Ratings
    • Satisfaction
      2 stars
    • Customer Service
      4 stars
    • Speed
      2 stars
    • Reliability
      3 stars
    Comments
    I moved to JL thinking their reputation was a reliable yardstick and reviews seemed generally ok.

    They messed up the transfer from the previous provider - didn't hear from them and then when I called - 'oh looks like the button wasnt't pressed to switch you over'. Took them another 2 weeks.

    There was confusion over the package for calls I went onto - I was landed with a big first month bill I hadn't expected - it may have been me - I'm not sure to be honest but the call centre manager dealt with this very well although their system are poor and cannot update my monthly package for another month.

    The internet line cuts out occasionally - the password disappeared one day stopping it working altogether.

    The download speed is ok -it does vary though. The upload speed is terrible - 0.3 mb which is only around 30% of my previous providers - makes using dropbox very very slow.

    Not particularly impressed thus far. I'd like to leave ..but can't.
  • Reviewer
    Location
    Liverpool
    Reviewing
    John Lewis Broadband
    Date
    Ratings
    • Speed
      2 stars
    • Reliability
      3 stars
    Comments
    I am extremely dissatisfied with the service received since switching to John Lewis for phone and broadband.
    After a catalogue of errors setting up my service, I was without broadband for five days, and have been without a working phone for 5 months. I had to make almost daily calls to try to resolve the matter.

    Five months later, after repeated attempts to get my telephone line working again which has been off for four months, I still have not been given a timeframe it will be working.

    The speed is also very slow, again this has not been resolved.

    Responses from JLB (Plusnet) have been very disappointing, following escalating the complaint.

    I believe most customers do not know the real level of service that they are buying, assuming they will get excellent customer service, as I did. The service is provided by Plusnet.

    Sadly this is very far from the case and I would strongly question where review companies and Which? took their initial data from.
  • Reviewer
    Location
    Ilkley, West Yorkshire
    Reviewing
    John Lewis Broadband
    Date
    Ratings
    • Satisfaction
      3 stars
    • Customer Service
      3 stars
    • Speed
      3 stars
    • Reliability
      3 stars
    Comments
    The John Lewis broadband service is provided by Plusnet. My experience as a Plusnet customer is much the same as other reviews, i.e. nice enough people but a bit hopeless. On the positive side once they get the service up and running it is quite good.
    The big problem is that when you contact John Lewis Broadband, you are actually speaking to Plusnet. There is a massive gap in the very high standards of John Lewis and the rather amateur/poor service from Plusnet.
    John Lewis need to sort them out otherwise people will think that it is them providing a shoddy customer service.
  • Reviewer
    Location
    Reviewing
    John Lewis Broadband
    Date
    Ratings
    • Satisfaction
      3 stars
    • Customer Service
      2 stars
    • Speed
      4 stars
    • Reliability
      4 stars
    Comments
    We switched to John Lewis from BT because they had a good offer on broadband and we were tempted by the fact that John Lewis won Which best buy on customer service. Ever since we switched we had nothing but trouble with customer service. The agents themselves are nice and polite over the phone, but things just don't get done. First of all it took over 2 months for a switchover, because despite us sending a mac code on time no one bothered to let us know that it didn't work until I chased them myself. Then we decided to switch from regular to Fibre broadband. Again, over the phone I was told the day the engineer was coming so I cleared the day, until I got an email, saying that the date has been confirmed for the engineer to come out and it was a different date! So that is one day wasted for me. In the meantime I received a couple of emails saying that they regret we decided to move away from John Lewis broadband, which we didn't, so I had to chase those emails up as well and turned out it was just because we were switching between different packages. Then, we finally got our Fibre broadband and all was good until the first month charge notification came through - the deal was that the first three months were free, yet I was being charged full price! Now I ring John Lewis to find out the cost of cancelling the contract, and since the service been so poorly I asked if there was any discount they could give on cancellation fee they said no.
    So bottom line - think carefully before you switch to John Lewis. It's been a nightmare for us.
  • Reviewer
    Location
    London
    Reviewing
    John Lewis Broadband
    Date
    Comments
    I've had no Internet connection for a week. There seems to be no sense of urgency from their technical team and they don't honour their 'will get back to you within 24 to 72 hours'- deadline which has now expired twice without them getting in touch with me. They just say that the problem is with BT and they will let me know when there's any news. But as there's no news, they don't get in touch. I need the Internet for my work so this is a total disaster.
  • Reviewer
    Location
    Midlands
    Reviewing
    John Lewis Broadband
    Date
    Ratings
    • Satisfaction
      5 stars
    • Customer Service
      5 stars
    • Speed
      5 stars
    • Reliability
      5 stars
    Comments
    My first IP was Waitrose, and now John Lewis. I have had excellent service for over eight years. The customer service team and tech support have been brilliantly helpful, and I have no problems to report.
    I recommend JL broadband.
  • Reviewer
    Location
    Hampshire
    Reviewing
    John Lewis Broadband
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      3 stars
    • Reliability
      1 star
    Comments
    John Lewis' reputation must no longer be important to them - quite the most incompetent, ineffectual and dishonest broadband provider I have used so far. I can't rate the broadband speed because even after five engineer visits, it still hasn't been connected yet. Changing to John Lewis in reality means you will be without phone or broadband for an indefinite amount of time (but John Lewis are really sorry, and will get it sorted as soon as possible..........in a couple of weeks)
  • Reviewer
    Location
    London
    Reviewing
    John Lewis Broadband
    Date
    Ratings
    • Satisfaction
      2 stars
    • Customer Service
      2 stars
    Comments
    I got an agreed order from John Lewis on 8th of May. Just been told they couldnt transfer my number and will start the process from scratch again. I will have to wait another 2 weeks. All very nonchalant.

    Asked to speak to manager. Was fobbed off twice.


    This doesn't bode well.
    So far unimpressed.
  • Reviewer
    Location
    North Wales
    Reviewing
    John Lewis Broadband
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    Broadband not working for 12 days so far. The service has been truly appalling. The engineer has failed to attend for the third arranged inspection today. John Lewis request a BT engineer to attend and if this was the only problem I would not be giving a negative review, despite the three missed appointments. However, there have been other issues re long periods waiting on the phone, incorrect info being provided, calls not returned and matters not been followed. I am sick of speaking to this company.
  • Reviewer
    Location
    Warwick
    Reviewing
    John Lewis Broadband
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    We have hated dealing with John Lewis Broadband. Foolishly we expected a high level of customer service because we have been used to this in JL stores and thought (after a terrible experience with Virgin) that John Lewis Broadband would at least be reasonable to deal with. BUT we have consistently had obnoxious young men on the end of the phone and the broadband service itself has often been poor. The lack of basic politeness over numerous calls has been quite shocking actually. And they aren't upfront about charges… so we've just been stung for £25 for cancelling the service because we're moving house and not switching to another provider at this address. If you're reading this thinking about using JL, don't! ALthough we have no idea who to switch to since poor service appears to be an industry standard.
  • Reviewer
    Location
    Droitwich
    Reviewing
    John Lewis Broadband
    Date
    Ratings
    • Satisfaction
      5 stars
    • Customer Service
      5 stars
    • Speed
      5 stars
    • Reliability
      5 stars
    Comments
    We thought we might be taking a chance having read all the reviews on here about John Lewis Broadband.
    But, as it turns out, everything is up and running exactly as it should be and have had no problems with customer service. It is easy use the online support, and they do get back to you. Honestly! I'd recommend them. And at a very fair price for rural areas with everyone paying the same.
    I have the Standard 20gb, and Anytime phone package
  • Reviewer
    Location
    Sheffield
    Reviewing
    John Lewis Broadband
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      3 stars
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    The speed was very poor during evenings and streaming was a nightmare specially with Netflix. From time to time without explanations there was no service Customer service kept blamed the fault to be my modem or router so spend a fortune replacing equipment's twice over and no change. Then they start blaming my computers and TV for it! No discount was offered as they believed it was not their fault as the line tested ok, Speed at its best for fiber was 13Mbs. 14 months of putting up with the service changed and never looked back. Now with same modem and router as before and no other modification getting 48MBs !!! So noting wrong with my equipment then just very poor service!
  • Reviewer
    Location
    East Sussex
    Reviewing
    John Lewis Broadband
    Date
    Comments
    I was told I would regret the decision to change to John Lewis and that is an understatement. Nightmare. Logs out constantly, unbelievably slow, impossible to complain. I could go on.
  • Reviewer
    Location
    Norwich
    Reviewing
    John Lewis Broadband
    Date
    Comments
    Took ages and many interactions to get phone and broadband set up following my house move. Have had regular problems since then. I endorse what others have said about waiting time to speak to a support person, and the 'on hold' music is excruciating - not what I expect from John Lewis. The service level is way below what I expect from John Lewis. Given that I could have gone direct to Plusnet for less money, I am very disappointed.
  • Reviewer
    Location
    Lincolnshire
    Reviewing
    John Lewis Broadband
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    Cannot believe the poor broadband speed. Made mistake of changing from BT (great speed, poor customer service) to JL broadband and am regretting my move. Now stuck for 12 months until I can change back. I would not recommend JL at all.
  • Reviewer
    Location
    London
    Reviewing
    John Lewis Broadband
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Reliability
      1 star
    Comments
    If you're considering moving to John Lewis broadband because of the brand reputation for quality and customer service, THINK AGAIN. The move into phone and broadband must have been a disaster for JL and if I was in charge of brand I'd be getting out as quickly as possible. As their customer I will be getting away from them as quickly as possible. Service is AWFUL. Response to dealing with problems is AWFUL. Yes their call centre is based in the UK but I've seen more competence from call centres everywhere else than I've had from John Lewis. And it's only possible to get them on a free phone number, fine if you've got a landline but if they've cut off your landline and you're calling from a mobile you'll spend a fortune. Which they won't refund you for. To sum up JL broadband in three words: AVOID. AVOID. AVOID.
  • Reviewer
    Location
    Port Talbot
    Reviewing
    John Lewis Broadband
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      3 stars
    • Reliability
      1 star
    Comments
    I after many years with BT I migrated to John Lewis Broadband because of cheaper advertised prices and the excellent customer service received at their stores.
    Unfortunately it's been a disaster: fibre line speed is less than before - 60% worse for upload, customer service is terrible - John Lewis stores don't want to know about problems and JL Broadband doesn't care nor resolve issues.
    Since I moved in December 2014 there have been 4 outages, including one today for 4 hours and counting.
    I can't wait for my year's contract to expire so I can return to BT.
  • Reviewer
    Location
    London
    Reviewing
    John Lewis Broadband
    Date
    Ratings
    • Satisfaction
      2 stars
    • Customer Service
      4 stars
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    Somewhat of a let down for the John Lewis brand....
    The customer service is great when you talk to somebody - all the agents have been thoroughly helpful - however you need to call them far too often. The speed is ok sometimes but is frequently dropping to an unusable level. For fibre I'd strongly recommend going elsewhere and given our phone has had a line fault for the majority of the last 6 months I can't recommend the phone either. Overall: terrible.
  • Reviewer
    Location
    Warwick
    Reviewing
    John Lewis Broadband
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      3 stars
    • Reliability
      3 stars
    Comments
    Don't touch them with a bargepole. The most unreasonable and unhelpful company I've had the displeasure to deal with. I ended up pulling out just before the cooling off period finished and even then they made things difficult and wouldn't acknowledge my request and tried to direct debit money from my account.

    You have been warned.
  • Reviewer
    Location
    RG31
    Reviewing
    John Lewis Broadband
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    I signed up for Fibre broadband with them a month ago and to date still no service. I have had a clueless BT engineer turn up, have spent hours on the phone with the Plusnet customer support and have been given a modem and am now on the second router. Still no service. Have now given up and will try to get my money back and go with Virgin.

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