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 198 customer ratings since 2020-11-30 (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.

772 Customer Reviews over 20 pages

  • Reviewer
    Location
    Oxfordshire
    Reviewing
    John Lewis Broadband
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    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.
  • Reviewer
    Location
    South Wales
    Reviewing
    John Lewis Broadband
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    Comments
    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.
  • Reviewer
    Location
    Hereford
    Reviewing
    John Lewis Broadband
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      3 stars
    • Reliability
      3 stars
    Comments
    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.
  • Reviewer
    Location
    London
    Reviewing
    John Lewis Broadband
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    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.
  • Reviewer
    Location
    West Devon
    Reviewing
    John Lewis Broadband
    Date
    Ratings
    • Satisfaction
      5 stars
    • Customer Service
      5 stars
    • Speed
      5 stars
    • Reliability
      5 stars
    Comments
    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
  • Reviewer
    Location
    Gwent
    Reviewing
    John Lewis Broadband
    Date
    Ratings
    • Satisfaction
      2 stars
    • Customer Service
      1 star
    • Speed
      3 stars
    • Reliability
      3 stars
    Comments
    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.
  • Reviewer
    Location
    East Yorkshire
    Reviewing
    John Lewis Broadband
    Date
    Ratings
    • Satisfaction
      2 stars
    • Customer Service
      2 stars
    • Speed
      4 stars
    • Reliability
      3 stars
    Comments
    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 .
  • Reviewer
    Location
    Ilford
    Reviewing
    John Lewis Broadband
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    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!
  • Reviewer
    Location
    Ilford
    Reviewing
    John Lewis Broadband
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    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
  • Reviewer
    Location
    Chichester
    Reviewing
    John Lewis Broadband
    Date
    Ratings
    • Satisfaction
      5 stars
    • Customer Service
      5 stars
    • Speed
      5 stars
    • Reliability
      5 stars
    Comments
    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!!
  • Reviewer
    Location
    Kent
    Reviewing
    John Lewis Broadband
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      5 stars
    • Reliability
      5 stars
    Comments
    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
  • Reviewer
    Location
    Braintree Essex
    Reviewing
    John Lewis Broadband
    Date
    Ratings
    • Satisfaction
      4 stars
    • Customer Service
      3 stars
    • Speed
      5 stars
    • Reliability
      5 stars
    Comments
    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.
  • Reviewer
    Location
    Northumberland
    Reviewing
    John Lewis Broadband
    Date
    Ratings
    • Satisfaction
      5 stars
    • Customer Service
      5 stars
    • Speed
      5 stars
    • Reliability
      5 stars
    Comments
    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.
  • Reviewer
    Location
    EAST SUSSEX
    Reviewing
    John Lewis Broadband
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      2 stars
    • Reliability
      1 star
    Comments
    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.
  • Reviewer
    Location
    Suffolk
    Reviewing
    John Lewis Broadband
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    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
  • Reviewer
    Location
    Devon
    Reviewing
    John Lewis Broadband
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    Comments
    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.
  • Reviewer
    Location
    Loughborough
    Reviewing
    John Lewis Broadband
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    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.
  • Reviewer
    Location
    London
    Reviewing
    John Lewis Broadband
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      2 stars
    • Reliability
      1 star
    Comments
    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...
  • Reviewer
    Location
    Surrey
    Reviewing
    John Lewis Broadband
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    Comments
    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.
  • Reviewer
    Location
    Essex
    Reviewing
    John Lewis Broadband
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    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.
  • Reviewer
    Location
    Argyll
    Reviewing
    John Lewis Broadband
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Reliability
      1 star
    Comments
    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
  • Reviewer
    Location
    london
    Reviewing
    John Lewis Broadband
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    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.
  • Reviewer
    Location
    Poole
    Reviewing
    John Lewis Broadband
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      3 stars
    Comments
    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.
  • Reviewer
    Location
    Glasgow
    Reviewing
    John Lewis Broadband
    Date
    Ratings
    • Satisfaction
      2 stars
    • Customer Service
      1 star
    • Speed
      4 stars
    • Reliability
      3 stars
    Comments
    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.
  • Reviewer
    Location
    Durham
    Reviewing
    John Lewis Broadband
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    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.
  • Reviewer
    Location
    Welwyn Garden City
    Reviewing
    John Lewis Broadband
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    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
  • Reviewer
    Location
    Buckinghamshire
    Reviewing
    John Lewis Broadband
    Date
    Ratings
    • Satisfaction
      3 stars
    • Customer Service
      1 star
    • Speed
      5 stars
    Comments
    Customer Service?
    Simply hopeless!
  • Reviewer
    Location
    Eastbourne
    Reviewing
    John Lewis Broadband
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    Comments
    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.
  • Reviewer
    Location
    Hengoed
    Reviewing
    John Lewis Broadband
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    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.
  • Reviewer
    Location
    Isle of skye
    Reviewing
    John Lewis Broadband
    Date
    Comments
    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¡¡¡¡¡¡¡¡
  • Reviewer
    Location
    Chester
    Reviewing
    John Lewis Broadband
    Date
    Comments
    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.
  • Reviewer
    Location
    Kent
    Reviewing
    John Lewis Broadband
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      4 stars
    • Reliability
      4 stars
    Comments
    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.
  • Reviewer
    Location
    Hove
    Reviewing
    John Lewis Broadband
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    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.
  • Reviewer
    Location
    London
    Reviewing
    John Lewis Broadband
    Date
    Ratings
    • Satisfaction
      5 stars
    • Customer Service
      4 stars
    • Speed
      3 stars
    • Reliability
      4 stars
    Comments
    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!
  • Reviewer
    Location
    Perth Scotland
    Reviewing
    John Lewis Broadband
    Date
    Ratings
    • Satisfaction
      5 stars
    • Customer Service
      5 stars
    • Speed
      5 stars
    • Reliability
      5 stars
    Comments
    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!!!!
  • Reviewer
    Location
    Chichester
    Reviewing
    John Lewis Broadband
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      4 stars
    • Reliability
      4 stars
    Comments
    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.
  • Reviewer
    Location
    London
    Reviewing
    John Lewis Broadband
    Date
    Ratings
    • Satisfaction
      4 stars
    • Customer Service
      3 stars
    • Speed
      4 stars
    • Reliability
      5 stars
    Comments
    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.
  • Reviewer
    Location
    shropshire
    Reviewing
    John Lewis Broadband
    Date
    Ratings
    • Satisfaction
      5 stars
    • Customer Service
      5 stars
    • Speed
      4 stars
    • Reliability
      5 stars
    Comments
    Having seen some of the reviews, I wonder whether the people are dealing the same company. Apart from some delays in getting through on the phone, I found customer service excellent, very helpful and problems sorted very quickly with ringbacks and really useful information
  • Reviewer
    Location
    Grantham
    Reviewing
    John Lewis Broadband
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    Comments
    DO NOT DEAL WITH THIS PROVIDER! Ordered new internet and paid the first month. After reading all the reviews and realising that it is not John Lewis I decided not to proceed. I was told the refund would take 5 days. After a week called again to be told it would take 20 days. After three weeks was told it would take up to a further three weeks. Please save your time and money, KEEP AWAY .
  • Reviewer
    Location
    Suffolk
    Reviewing
    John Lewis Broadband
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    Signed up last week and have now cancelled as poor communication. Phone operatives are rude - when you can get through on phone! They just don't have the capacity to offer a good customer service. Do not think John Lewis aligning themselves with Plusnet was a great move - certainly do not have same values.

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.