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
    2.8 stars
  • Customer Service
    3.2 stars
  • Speed
    2.5 stars
  • Reliability
    2.8 stars

Based on 368 customer ratings since 2019-07-10 (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.

655 Customer Reviews for John Lewis Broadband

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Reviewer Location Reviewing Date Ratings
Really poor customer service. Had to call 4 times in the first month because the account hadn't been set up correctly. Every time they were experiencing a "higher than expected call volume", I experienced 8 minute waits.

Bills aren't fully accessible with Chrome or Internet Explorer.
  • Satisfaction
    2 stars
  • Customer Service
    1 star
  • Speed
    2 stars
  • Reliability
    3 stars
London John Lewis Broadband  
Very bad customer service. The staff don't seem to know what they are talking about - seem to be getting different information every time I contact.
Took money for installation and promised a refund within 3 days- still no refund 10 days later. Took money for broadband even though the subscription hadn't yet started. When cancelling the subscription told 3 days by one member of staff, then 21 days, then told I would receive a refund via cheque.
Very quick to take money without actually providing a service to the customer. Poor.
  • Satisfaction
    1 star
  • Customer Service
    1 star
Leicester John Lewis Broadband  
I don't recommend John Lewis. I switched my elderly parents over, difficult but done, however when there is a problem the website login to the account doesn't work, the '24/7' technical helpline isn't answered, problem after problem. Also the International calls which are supposed to be included only relates to mobiles in US and Canada, no other countries, but that isn't stated anywhere in the sales pitch. Odd 10p Other charges appearing on the bills. Don't recommend
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    1 star
Herefordshire John Lewis Broadband  
DO NOT GO NEAR THIS. Absolutely appalling. Took money out of my account upon ordering their broadband and then didn't hear from them again. Contacted them and was told there had been a 'system error' so had not been ordered. 2 weeks now without broadband.
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    1 star
Oxfordshire John Lewis Broadband  
A month after instigating a switch to JL Broadband and no correspondence from them (except notifying me immediately that they were taking the first DD payment) I chased them to find out what was happening. They then switched us from PlusNet (the same provider) and cut off the phone line. 10 days later I am still waiting for the problem to be resolved. DO NOT SWITCH TO JOHN LEWIS BROADBAND.
  • Satisfaction
    1 star
  • Customer Service
    1 star
South Wales John Lewis Broadband  
To quote their website "We'll answer you within 24 hours during our operating hours."

Not a chance. I've been waiting for 13 days now. I've even raised another query, quoting the original query number. That was on Friday. It's Monday now and nothing yet. Avoid.
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    3 stars
  • Reliability
    3 stars
Hereford John Lewis Broadband  
Absolutely the worst Broadband I have ever had. Stopped being able to reach the end room of my small flat within 2 months, painfully slow even in the living room where the box is and customer service either don't pick up the phone or don't respond to my queries online. Completely shocking.
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    1 star
London John Lewis Broadband  
No problems at all. I consistently get 20Mb speed on ordinary (not fibre) broadband.
As I'm in a rural area they are cheaper than PlusNet who actually provide the service. £20 per month inc evening & weekend calls & caller ID seems pretty good.
18185 works fine for cheap calls
The PlusNet forum is a good place to get technical answers
  • Satisfaction
    5 stars
  • Customer Service
    5 stars
  • Speed
    5 stars
  • Reliability
    5 stars
West Devon John Lewis Broadband  
The customer service provided by John Lewis broadband is abysmal,you wait for a long time for anybody to answer who then direct you to somebody else so you wait until they answer.
  • Satisfaction
    2 stars
  • Customer Service
    1 star
  • Speed
    3 stars
  • Reliability
    3 stars
Gwent John Lewis Broadband  
Cant complain about the broadband speed or reliability .The problems arise with the promised free Bullguard security package which i still havent got to function. And the promised John Lewis e voucher which I am still waiting for .Customer service needs a complete overhaul . Keen to extract money from you but not so keen to sort out problems .I cant recommend changing to them .
  • Satisfaction
    2 stars
  • Customer Service
    2 stars
  • Speed
    4 stars
  • Reliability
    3 stars
East Yorkshire John Lewis Broadband  
Terrible broadband, keeps disconnecting (like 6 times in the past 4 hours)

Customer services is awful. Phone answered after waiting between 15 to 40 mins each time. I've called them about 7 times in past three days.

Still being told I have to wait for another 72 hours before they will send out an engineer. So that will be about 6 days without useable broadband.

But hey, they will apparently discount my bill for those 6 days!
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    1 star
Ilford John Lewis Broadband  
I'm getting constant time outs. Speed check was giving upload 0.1mbps and download 3 mbps
Been like this for three days
Support line wait is about 15 mins
Their lazy reason is that I get slow speed us because I use wi-fi
WiFi can't make it this slow and unusable
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    1 star
Ilford John Lewis Broadband  
Two weeks in and I am really happy to have changed to JL from talktalk. As far as reliability is concerned, I see no difference and I am happy that it meets my needs.
Customer service is 100% better, I did need to contact them on the day I changed over and the problem was solved straight away by a very courteous young man. The change over was smooth ad clear, everything happened as they said it would.
I have only one complaint and that is the little booklet that came with the modem could have been better. I could see they had tried to make it straight forward but I think the problem is instruction books are written by people who wholly understand the product. It would be such a simple thing to do if they ran them past the sort of people who might have a problem. Quite inexcusable though, was the picture of putting the plug together, it was back to front! Having said that, I always seem to have a gripe with instruction manuals and if I wasn't retired would consider making it my job to put them all to rights!!
  • Satisfaction
    5 stars
  • Customer Service
    5 stars
  • Speed
    5 stars
  • Reliability
    5 stars
Chichester John Lewis Broadband  
Just about fed up with John Lewis,keep saying they Can't take our direct debit,the money is always there.Last time we hadtopay late fee +pay over phone it was there new system.Now what is it,spelt something wrong I suppose
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    5 stars
  • Reliability
    5 stars
Kent John Lewis Broadband  
After an initial hiccup seems due to a high demand was passed through a number of different departments having to give security details each time, hence the 3 stars. However when I was through to the correct department the operator at the other end stayed with me until everything was up and running. Brilliant service really impressed.
  • Satisfaction
    4 stars
  • Customer Service
    3 stars
  • Speed
    5 stars
  • Reliability
    5 stars
Braintree Essex John Lewis Broadband  
No complaints at all about John Lewis Broadband. When I moved into my house I had a series of problems with two other broadband providers and Openreach which twice failed to come to install a new line. So I cancelled and made do with 3g.

12 months ago I decided to try again and obviously I was dreading it somewhat. I signed up with John Lewis and the shop where I worked at the time decided to switch to them too.

Everything went without a hitch at home. New line installed, the speed was higher than predicted. The work premises were switched over without a hitch too.

However after a year I've decided to leave due to the large price increase at the end of the 12 month contract. I looked at the website to see what was on offer, but nothing satisfactory. I can get fibre elsewhere for less than I'm paying for standard broadband.

It's a shame that satisfied existing customers are forced to do this and that loyalty is rewarded with uncompetitive charges!

My line is Openreach so I'm hoping whoever I go with on the existing line it will be much the same.
  • Satisfaction
    5 stars
  • Customer Service
    5 stars
  • Speed
    5 stars
  • Reliability
    5 stars
Northumberland John Lewis Broadband  
What an absolutely abysmal company this is. I am genuinely surprised they have any customers. Trying to get through is a complete and utter nightmare. I refuse to be kept hanging on the phone waiting for someone to answer my call for hours on end. John Lewis seem to think this is an acceptable way to treat their customers, well believe me it is not....HIRE MORE STAFF!! Not only that but your staff knowingly tell lies. After trying for over a week to get through on the phones and messageS being ignored I decided to cancel. Even that is not being handled properly.

If you value your time and Sanity stay away from this company. This many complaints cannot be wrong. Believe me I have learnt that lesson the hard way.
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    2 stars
  • Reliability
    1 star
EAST SUSSEX John Lewis Broadband  
Just awful.was without broadband for 5 weeks many broken promises and mixed messages
New router promised twice never appeared then 2 at once only ordered after I complained
Endless hours on the phone
I now have a service having been made to switch to JL from greenbee
I now embark on a long struggle for compensation as £ 10 doesn’t seem a lot for 5 weeks and 50 + hours on the phone
Wish I could get out of it
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    1 star
Suffolk John Lewis Broadband  
Cannot recommend. Customer service is non existant. They do not answer phones or reply to emails.
Can't comment on whether broadband works as I am still waiting for a router to be delivered 2 days after service ( So Called) commenced .
They say that they are sorry for making me wait and I am tired of the musac.
  • Satisfaction
    1 star
  • Customer Service
    1 star
Devon John Lewis Broadband  
Utterly useless. No service for 2 full days. fault logged online but beyond an acknowledgement zero information.

They had the cheek to ring me and invite me to renew for another 12 months today - the caller didn't even have the tact to realise I might not be a happy customer and seriously thought no contact at all and no service for 2 days wasn't going to put me off.

If you expect the name will give you any customer service at all - forget it.

Hopeless.
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    1 star
Loughborough John Lewis Broadband  
Had the service for a couple months. Canceled back in Aug. 2018 and had a zero balance on my account. I'm still getting emails and texts requesting payment details.I've called them numerous times over the last 3 months and still nothing. Keep getting the same excuse that they have changed billing companies and yet I'm still being harassed for nothing. I have filed a complaint with the FCA against John Lewis.. I will never purchase anything from them again...Would never recommend them for anything even if they paid me to...
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    2 stars
  • Reliability
    1 star
London John Lewis Broadband  
Don't touch John Lewis broadband!!! This is the worst company I have ever had the misfortune of dealing with. Shocking customer service including mis-selling me fibre which is not available in my area. They failed to inform me of this fact and only when I called back to find out why I had no wifi was I notified that I was not able to get fibre. I then down-graded to ADSL and was told that it would be active in 3-5 working days. A week later no wifi!!! Once again I called and was told that the fibre had yet to be cancelled and they couldn't install ADSL until the fibre order had been cancelled and that could take another 10 working days.
Apart from the above, every time you try to contact them you have to endure 30 minutes of torture listening to the elevator music while waiting for an agent to take the call. Hire more people John Lewis - it's not rocket science!!!
I cancelled my account on 28th October and today 5th November I was billed for the fibre I never received. Unbelievable. Am at a total loss.... I lived in third world Africa for many years and never did I ever experience such incompetence or disgusting customer service as I received from John Lewis. A total disgrace. If I could have selected minus 5 stars I would've. Don't even consider this incompetent company. They should stick to selling clothes and leave broadband to companies who know what they are talking about.
  • Satisfaction
    1 star
  • Customer Service
    1 star
Surrey John Lewis Broadband  
Anyone working at John Lewis Broadbabd should be ashamed for letting their colleagues and employers rip off the public. I have paid for a service they have not supplied, they can not give a date if and when they might supply broadband, the Provisions Team investigate the complaints against themselves and they refuse to escalate and issues. Simply put John Lewis broadband is the worst on the market.Total scam artists. Avoid like the plague.
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    1 star
Essex John Lewis Broadband  
Do not sign up with this company.My poor experience reflects that of others 2 months of waiting with 4 new contracts. Long waits to call customer service. Excuses given and existing provider blamed Money taken immediately at the set up of first contract not returned despite promises. I gained a better deal with my existing provider BT but plus net left a tag on the line causing a two week delay. Stressful from start to finish. I have complained to ofcom suggest other reviewers do the same
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Reliability
    1 star
Argyll John Lewis Broadband  
Changed from existing provider to John Lewis Broadband as on paper seemed better value for money. However, this was not the case. Paid by credit card but John Lewis Broadband, delivered by Plusnet, failed to undertake the transfer. They were being upgraded. Repeated contact with different call centre individuals resulted in no real action. Then realised with John Lewis directly, and refund was obtained by cheque. Another delaying tactic.
Advice AVOID AT ALL COSTS - poor practice, unreliable in service terms and not value for money. In short John Lewis' broad band is being delivered by PLusnet who are giving the retail chain a poor name, reputation and image.
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    1 star
london John Lewis Broadband  
Lousy, struggling to a speed above 0.6mb/s despite promise of 1.5. No customer service after 6.00pm. Difficult surf at times and can't complete my online study. When I can speak to someone I will be trying to get contract cancelled. Best left, go elsewhere.
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    3 stars
Poole John Lewis Broadband  
Patchy speeds, I can deal with, I've had worse. But the levels of customer (dis)service within this company is utterly disgraceful
Normally John Lewis is a great company and a name I trust, this service (provided by PlusNet) drags that name through the mud.
Utterly, utterly appalling. If you're looking for a new broadband provider, please, look elsewhere. Nobody deserves this level of shoddy service.
  • Satisfaction
    2 stars
  • Customer Service
    1 star
  • Speed
    4 stars
  • Reliability
    3 stars
Glasgow John Lewis Broadband  
Absolutely appalled. Cancelled my account today after waiting ONE MONTH for them to install our broadband. They constantly lied, saying it would be installed in the next few days. They strung us along promising compensation for our troubles but now I have had enough. DO NOT GET JOHN LEWIS BROADBAND UNDER ANY CIRCUMSTANCES. Me and my house mates have spent around £100 on data add ons due to their incompetence - we have not received any compensation. Customer service is awful, had to wait on the phone for at least an hour every time I tried to get through to them. Don't waste your time or money on a company that is clearly inept. Only wish I had read these reviews sooner, have been without wifi for about 5 weeks now. Shocking.
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    1 star
Durham John Lewis Broadband  
Broadband speed is poor comparing to other copper line providers we have had. Fluctuates quite a bit In the second week speeds dropped below 1mbps on a Saturday night. Bad move
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    1 star
Welwyn Garden City John Lewis Broadband  
Customer Service?
Simply hopeless!
  • Satisfaction
    3 stars
  • Customer Service
    1 star
  • Speed
    5 stars
Buckinghamshire John Lewis Broadband  
Avoid. It took over a month after the agreed switch date to actually switch. There was no notification that they were going to switch on that day. I was working and suddenly my internet dropped. Poor communication for something which these days should be a standard process.
  • Satisfaction
    1 star
  • Customer Service
    1 star
Eastbourne John Lewis Broadband  
Worst decision we ever made! John Lewis is a name synonymous with quality but their broadband service has dragged their name into the abyss! The telephone switch was fine but they left us without broadband for 10 days because of problems their end and Customer Service was a bad joke. It never takes less than 25 minutes to get past their appalling “musical” hold system to speak to a real person and when you do, their scripts are so basic that they can’t actually help you in any meaningful way. They have failed to correctly set up the direct debit and are now hounding me with emails and text messages for a payment that their Customer Service team member confirms they have actually received! The icing on the cake? I have never had such a slow broadband speed! Can’t wait to switch away.
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    1 star
Hengoed John Lewis Broadband  
Zero stars. Horrible experience. they charge the first month, 22.50, my contract is with one laptop of gift. 5 months after, no services, no laptop, no router and they charge 26.50. I send one letter for break my contract. 3 weeks after, still not solution. DONT CONTRACT WITH THEM¡¡¡¡¡¡¡¡
Isle of skye John Lewis Broadband  
Worst company ever paid £25 sign up fee have now waited another 2 months no money taken from my account.just keep getting told they have problems setting up account.can you believe that.was told it doesn't matter reporting it to any one else as they will get the same response.
Chester John Lewis Broadband  
Terrible customer service. Had problems since signing up. They never reply to queries. Have been overcharged in second month and still awaiting refund and explanation. Wish I'd never signed up to John Lewis.
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    4 stars
  • Reliability
    4 stars
Kent John Lewis Broadband  
After ordering the broadband I had to call them just before the start of service to ask for a router. Apparently it had been forgotten to be sent out. One minute after asking for the router I received an e-mail stating my broadband order had been cancelled. Nobody could tell me why this had happened and I had to wait 5 days before anyone contacted me. When they did they just said they didn’t know why it was cancelled and that I woud have to start the order again from the start. Apart from ‘I’m sorry’, there was no offer of compensation or anything. I had to beg my previous provider not to terminate my broadband/phone. NOT recommended! I wish I had read these reviews before wasting my time. Very disappointed that John Lewis are treating their customers in this way.
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    1 star
Hove John Lewis Broadband  
Ordered a package on Tuesday, and Broadbad was up & running by Fri! With a new router delivered inbetween.

Customer service took 20mins to get through to, but fixed the connection problem in 5mins, so very happy.

First day and speed is extremely slow, but this should improve in the next few days once line is established.

All in all, has been super smooth and highly recommend them!
  • Satisfaction
    5 stars
  • Customer Service
    4 stars
  • Speed
    3 stars
  • Reliability
    4 stars
London John Lewis Broadband  
Brilliant company. Just swapped over from BT. Saved £200+ per year, Speed up from 51Mb to 63Mb for download, 9Mb to 18Mb for upload. Everything came as promised. Instructions were the clearest that I have ever seen. They answer the phone very quickly. I will not be going back to BT. What is not to like!!!!
  • Satisfaction
    5 stars
  • Customer Service
    5 stars
  • Speed
    5 stars
  • Reliability
    5 stars
Perth Scotland John Lewis Broadband  
Very disappointing. Kept adding extra items we had not ordered to DD payments, took ages to request refunds. The last one they said would be paid by cheque which never arrived. Decided to cancel and did so at end of contract. They now claiming cancellation charge. Finally the 0800 tel no on the emails and texts they keep sending to contact is incorrect 0800 013 263.
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    4 stars
  • Reliability
    4 stars
Chichester John Lewis Broadband  
I was pretty happy with JL initially. It gave me what I need from a contract despite initial set up problems due to Openreach. I switched to VDSL and have had now 2 bad experiences with customer services. They are patronising and not helpful. I;ve been using my own router as their ADSL offering didn't have 5G. Person 1 thought I had a password problem when in fact I needed to input Plusnet VDSL as the provider, which no-one told me. They changed my password; when I tried to change it my internet would not connect. I one to TP link customer services and we went though a complete reboot. Still no connection, I finally got though to JL customer services today and the young man I talked to assumed it was my password while my router is saying contact your service provider. He wasn't listening but was trying to be reassuring. I didn't want reassurance, I wanted them to check my connection. Wake up boys this is the 21st century and women know about technology. Patronising to a fault and not helpful I ordered a JL router to save my temper and sanity.
  • Satisfaction
    4 stars
  • Customer Service
    3 stars
  • Speed
    4 stars
  • Reliability
    5 stars
London John Lewis Broadband  

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The reviews published on this page are those of the individual authors who have warrantied that they abide by our review guidelines. Reviews are not the opinion of Broadband.co.uk.

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