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

Reviewer Location Reviewing Date Ratings
Decided to leave BT as prices are getting silly, particularly for loyal customers.
Switched today - and this was totally seamless, not one problem. Router delivered 2 days ago. So far, very good, and have not even had to phone JL customer services. I am not particularly IT savvy, so if I can do it, anybody could!
  • Satisfaction
    5 stars
  • Customer Service
    5 stars
  • Speed
    5 stars
  • Reliability
    5 stars
East Yorkshire John Lewis Broadband  
Ongoing issues with patchy broadband for months, never resolved by John Lewis. Often lengthy wait to get through to customer service, many different and inconsistent answers given as to why we have such poor speeds at times. No resolution of issue and still going to local cafe to send emails with attachments. Bad communication, arrogant and unhelpful tech staff. Avoid if you can.
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    1 star
Haslemere, Surrey John Lewis Broadband  
I've been on the John Lewis Fibre Extra package (76Mbps) for little over a year now. The only fault in that time was at the beginning when I wasn't getting the speed I had expected (fast, but not fast enough). It took a couple of visits from an engineer to address the issue, but John Lewis didn't give up in their attempt to deliver the maximum possible speed for me. English speaking staff, regular online status updates and prompt action (as opposed to other broadband providers I've been with) put John Lewis out on top.

Apart from the little hiccup at the beginning, the speed has been consistent throughout the year and I've had no unexpected drops in my connection.

Good customer service is a must for me and I'm willing to pay a little extra to get it - shall be renewing my contract today.
  • Satisfaction
    5 stars
  • Customer Service
    5 stars
  • Speed
    5 stars
  • Reliability
    4 stars
Farnham John Lewis Broadband  
Left BT after recent price hikes. JL broadband was half the price and despite many less than average reviews I plumped to switch. BT connection speeds were woeful and the customer service poor. What did we have to lose? If it was just as slow at least we wouldn't be paying £34 a month.

Customer service was excellent all throughout setup. Speed is now twice that of previous BT connection. Very, very pleased.

Downsides: we didn't get the router delivered on time as it wasn't despatched until I phoned to see what the issue was. Waited 5 minutes before speaking to the UK based call centre who sorted everything out quickly. Other than that- top notch.
  • Satisfaction
    4 stars
  • Customer Service
    5 stars
  • Speed
    4 stars
  • Reliability
    4 stars
Essex John Lewis Broadband  
Having had the John Lewis/Plus Net service for 6 weeks and after numerous phone calls and engineer visits, a problem with the internet connection dropping out, has not been resolved and at one point I was told this is 'normal' for internet connections. I am now looking at cutting my losses and sourcing an alternative service provider.
  • Satisfaction
    1 star
  • Customer Service
    2 stars
  • Speed
    1 star
  • Reliability
    1 star
Newcastle upon Tyne John Lewis Broadband  
Applied online to change from BT early Dec for 4 jan switchover After initial sign up and payment, heard nothing. Been on phone and email most days of this week as no router sent. Their system poor and my order was causing tech problems in provisioning dept. Still no sign of switchover date and router arrived today. NOT happy and back to BT as no time to shop around for switch over and bothered by unreliable serviceonly providers. John Lewis systems that issue contracts, take payment and shut down accounts are working just fine.
  • Satisfaction
    1 star
  • Customer Service
    2 stars
bolton John Lewis Broadband  
Switched over from BT due to BT price hikes. On the switch over day was left without broadband, but on phoning the following morning it was quickly sorted out. Also unfortunately the router didn't arrive until the day after that. Once all connected its been fine, the supplied router connected at a higher speed than the old BT HomeHub4, now connected at a better speed than I have had for 6 years. If they'd made a better start I would have been entirely happy.
  • Satisfaction
    4 stars
  • Customer Service
    4 stars
  • Speed
    5 stars
  • Reliability
    5 stars
Sanquhar John Lewis Broadband  
Got off to a rocky start when it took over a week to fix connection issues then was ok for a while until we starting having lots of dropped connection problems and very poor speeds in normal hours and practically non-existent speed during peak hours. Would NOT recommend. Heading over to BT next month I'd rather pay more and have good speed than put up with a dial-up-slow connection
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    1 star
Gloucester John Lewis Broadband  
Ordered John Lewis after BT put their prices up. Can’t fault the service, couldn’t connect at first but a quick call to their Helpdesk and it was quickly sorted.
  • Satisfaction
    5 stars
  • Customer Service
    5 stars
  • Speed
    4 stars
  • Reliability
    4 stars
North Yorkshire John Lewis Broadband  
This is a Company that is not remotely interested in Customer Service. They emailed me to inform me that my broadband has been connected. After trying unsuccessfully for over 3 hours to set up my broadband I called John Lewis Support who told me that my Broadband is not yet connected and it will be connected any time before midnight. So I asked why this information was not in their email. The reply was ‘everyone complains about that’! So how difficult would it be for John Lewis to add this information to their email? Very easy, but they simply don’t care!
  • Satisfaction
    2 stars
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    1 star
Bayswater John Lewis Broadband  
Signed up on 26th October and still have no broadband service. I gave up trying to call the helpdesk as it was always experiencing higher than average calls. Made a complaint and was told it was because they had not sent me a router. I have my own ADSL router so that is not the issue at all, however the Customer Complaints person also said they tried to call me and left a voice message. No one has called my mobile which is my contact number. I would not suggest to anyone that they use JL broadband, in fact I've been telling anyone that I can to avoid them like the plague. Customer service is nil; they appear to have no idea why I do not have service; and ignore messages posted on 'my query', hence why I made the complaint. I had to give one star for speed, but in all honesty I have no idea what my speed is since I have never had the service!
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    1 star
Great Yarmouth John Lewis Broadband  
2 months, 12 hours on the phone to the helpline, still no fibre broadband. They have told me it was accidently cancelled 3 times, it is always someone else's fault, lots broken promises, excuses and blaming on new inexperienced staff. I love John Lewis but if you actually want fibre broadband then be prepared it may not actually happen.
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    1 star
Norfolk John Lewis Broadband  
Third rate service. I have a problem but no one seems to know what it is nor how to solve it.
Customer service keeps me hanging on.
They only communicate by email.
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    2 stars
  • Reliability
    1 star
Sheikh John Lewis Broadband  
Worst costumer service experience ever!
If they had negative scoring I would have given -10.
Stay away, after 4 months I still do not have reliable connection.
They just don't care.
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    2 stars
  • Reliability
    1 star
Ilkley John Lewis Broadband  
It would seem that most people have had problems, Although there have been problems it makes agreat deal of difference when the operators speak clear english and are very helpful. The speed is slightly lower than bt but it is consistant where bt used to drop considerably. All in all I am well satisfied
  • Satisfaction
    5 stars
  • Customer Service
    4 stars
  • Speed
    4 stars
  • Reliability
    5 stars
Burton-on-Trent John Lewis Broadband  
Switch over was easy and price was good, unfortunately broadband and WiFi is much slower and unreliable than BT, customer service told me it was a good speed?? Not happy product is not what they advertised after being a big John Lewis fan for years, really felt let down.
  • Satisfaction
    2 stars
  • Customer Service
    2 stars
  • Speed
    3 stars
  • Reliability
    1 star
Llanwrda John Lewis Broadband  
My broadband speed since joining John Lewis has dropped off to around 1 MBPS ( 0.45 MBPS at it's lowest) in the evenings, basically un-usable. I keep reporting it, and their Technical team keeps re-setting it, but it simply drops off again within days. I'm being told that they can't cancel my contract, because ( apparently) there isn't a fault on the line. So OFCOM it is then !!!
I've given a one star for broadband speed, overall satisfaction and broadband reliability because I can't give a zero, which is what it deserves. Look elsewhere people !!
  • Satisfaction
    1 star
  • Customer Service
    3 stars
  • Speed
    1 star
  • Reliability
    1 star
Anglesey John Lewis Broadband  
Dreadful customer service: "we are experiencing a higher than expected number of calls" every time. If it's all the time, how can it be unexpected?
Emails go unanswered. Dreadful service. Avoid.
  • Satisfaction
    2 stars
  • Customer Service
    1 star
  • Speed
    2 stars
  • Reliability
    4 stars
Mawsley Kettering John Lewis Broadband  
changed 2 homes over and no routers

bt turned the broadband off, JL SENDING routers but dont know when we will get them how goods that

email from JL SAYS YOU CAN CONTACT US 24/7 not ture 9-6 pm only

afriad PLUS NET Is BT WHO ARE THE WORLDS WORST Providers

i forgot to check the small print where jl said the provider was plus nut . only when you check you find out its BT
  • Satisfaction
    1 star
  • Customer Service
    2 stars
  • Speed
    1 star
  • Reliability
    1 star
winsford cheshire John Lewis Broadband  
I switched from BT Infinity 2, which was costing me over £55 per month, to John Lewis Broadband following a price rise email from BT. I'd been a BT customer for over 25 years and their prices are no longer something I care to tolerate.
My JL router arrived a few days before the agreed switchover date and on the morning it was due, my phone line was active. The broadband was not and I was surprised this was not made clear by JL. I rang their customer service team and my call was answered within an acceptable time. The customer service agent was based in the UK and clearly had a good handle of what was going on. He was able to manually switch on my broadband and everything worked smoothly.
I read, with alarm, some of the negative experiences people have had with JL broadband but mine, so far, has been nothing but great and less than half the price of BT!
  • Satisfaction
    5 stars
  • Customer Service
    5 stars
  • Speed
    5 stars
  • Reliability
    5 stars
Sussex John Lewis Broadband  
I ordered this a month ago. The delivery date was two weeks ago. I had to ring to ask where it was.
The guy said he would send a router immediately but refused to start the Broadband so I could use an existing router.
The router arrived, so I rang to ask them to start the broadband. Apparently they have no record of an order.
It will take another 4 days.
I think the problem is PlusNet but who knows.
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    1 star
Liverpool John Lewis Broadband  
Very poor customer service,very hard to speak to anyone emails go unanswered so leaving them.
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    2 stars
  • Reliability
    2 stars
eastbourne John Lewis Broadband  
They keep writing threatening to charge me because i have exceeded their credit limit of £50, they are treating me more like a delinquent teenager who is over his overdraft limit at Barclays than a retiree who gets really peed off when threatened by a supplier.
No amount of calls to them have made any progress, so its off to Sky next month.
  • Satisfaction
    2 stars
  • Customer Service
    1 star
  • Speed
    4 stars
  • Reliability
    4 stars
burnham market norfolk John Lewis Broadband  
Offers a lot - it is very poor on delivery - poor on Customer Service - this week I have had no response to queries or complaints - service calls are ALWAYS experiencing high call volumes.
Service depends on who you get on service support..
JLB upgraded their server and we lost broadband for two days - WiFi keeps dropping and now we have no wifi printer connection.
I wish I had not joined John Lewis Broadband.
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    2 stars
  • Reliability
    1 star
Cumbria John Lewis Broadband  
Technically seems fine, but billing and customer services are chaotic. Strongly recommend avoiding them until they have these problems sorted.
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    4 stars
  • Reliability
    4 stars
Tenterden, Kent John Lewis Broadband  
I have requested John Lewis broadband, they have connected me apparently but I have not received my router! I have called last Thursday to inquire where the router was and I was told they will send it first class so I would receive it on the next working day. That day was Friday but nothing. So I keep asking myself why on earth someone will connect your broadband and therefore disconnect from the previous company before having send the router. I watch TV via Wi-Fi so basically last week I had not Wi-Fi, no TV, no broadband connection. That was last week and this week looks like the something, I think I will call SKY I still have their router so I am sure I will be connected again in no time and sayonara JLewis .
London John Lewis Broadband  
Shocking service both technical and customer help
Do not buy this service from J lewis.
Been with them a short period and now cancelling frankly they should, d not have a licence to operate broadband.no stars at all
Dorset John Lewis Broadband  
No broadband, poor customer service...seem to think my problems are hilarious, paying for a service I haven’t received, had to up my phone data allowance and get mobile WiFi, can’t risk having phone disconnected as my elderly mother lives with me and it’s her lifeline, if they don’t sort this out today I will phone my bank and cancel the direct debit...let them take me to court I don’t care. They’ll only come out if I put in writing I’m prepared to pay £50, some might call that blackmail
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    1 star
Kent John Lewis Broadband  
I do not usually complete reviews for products or services but this time I feel that I need too. I had not seen the reviews on this site when I ordered the product 2 months ago and when I did I became quite nervous about what service I was going to receive as it appears many people have had issues which I know is very frustrating as I had no end of problems with BT. The service I have received however has been great. The router arrived when it was supposed to, on changeover day I did have to phone the helpdesk as one of the lights did not go out, but I did not have to wait long and it was sorted within a couple of minutes. We live in a rural location so the speed is never going to be great but it is faster than what we were getting with BT. I have also just had an issue with the phone line due to work that Openreach were doing but John Lewis have dealt with it in a timely manner and kept me updated on progress. Overall I am very happy with the product and service received to-date.
  • Satisfaction
    4 stars
  • Customer Service
    5 stars
  • Speed
    4 stars
  • Reliability
    5 stars
Devon John Lewis Broadband  
Only been with them for 2 weeks. More often than not the computer cannot'see' the router, and when it does see it, it often can't connect.
Helpline constantly not available.
A borrowed router solved the connection problem.
I've sent 3 complaints online, and not had a reply yet.
Abysmal service.
I wish I had read this page before signing up.
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    2 stars
  • Reliability
    1 star
Bonnie Galloway John Lewis Broadband  
Worst provider I’ve ever been with, clearly a company trying to tap into a market they have absolutely no knowledge or experience in. Terrible connection, barely ever works spend more time on the phone to customer services trying to resolve issues and feeling fobbed off. Taken out alternative contract paying for both at the moment while trying to cancel John Lewis contract as it’s useless
  • Satisfaction
    1 star
  • Customer Service
    2 stars
  • Speed
    1 star
  • Reliability
    1 star
Stalybridge John Lewis Broadband  
I have been with Greenbee/WaitroseI/ John Lewis 10 years or so. I have always had excellent help over the phone .I had never looked at the reviews before but will no longer try to persuade my husband to change from his BT to John Lewis I would never hear the end of it if he had those problems.
  • Satisfaction
    5 stars
  • Customer Service
    5 stars
  • Speed
    4 stars
  • Reliability
    4 stars
Kent John Lewis Broadband  
I have recently moved to JL broadband purely because of cost. I was with BT & had a good trouble free interent but they were getting so greedy - they just kept increasing & increasing the price & it was becoming ridiculous.
However, I now greatly regret moving to JL as it is problematic on a daily basis - constant buffering, constant delaying (you try to type a word in the search bar & there is a 'long' delay after each letter - it's enough to drive you insane!), I also constantly getting messages stating the page I'm on is 'not responding due to a long running script.'
I find it odd that I can have BT internet one day with no problems, then I change to JL & immediately have these problems on a daily basis. Surely that can't be down to my computer or my line. It has to be to do with the internet provider.
I wish I had NEVER moved to JL broadband. It's abysmal. I'm only about 2 months into the 12 month contract & would not be able to afford to buy myself out.
It's time there was legislation brought in to completely ban internet contracts. Why should people have to have contracts on this stuff. I don't have a contract for 12 months to buy my potatoes at one supermarket only, so why should the internet be this way. As consumers we really do need to stand up against this whole contract thing.
Anyway, JOHN LEWIS BROADBAND IS ABSOLUTELY TERRIBLE!
Northumberland John Lewis Broadband  
Switched from Waitrose to John Lewis broadband only (no phone line) about 2 years ago. Sorted initial problems problems using wifi booster. Phoned to cancel yesterday and was told there would be a cessation charge and they would need to disconnect my phone!! When I queried cessation charge I was threatened with a debt collection agency! This was my first phone conversation with them. I was disgusted at the rudeness of the person I spoke to. Asked to speak to a manager but was left on hold. Phoned back to speak to another person and was told services would be cancelled in 15 days but the website account has been closed and cannot email complaint to JLB. Feel so let down by the John Lewis name and reputation.
  • Satisfaction
    2 stars
  • Customer Service
    1 star
  • Speed
    2 stars
  • Reliability
    2 stars
Leatherhead John Lewis Broadband  
10 years ago I signed up withGreenbee, They were excellent until John Lewis sold them to Plusnet. Plusnet then sold out to BT, and service has been rubbish ever since. Engineers' excuse is that Greenbee is going to be phased out, yet when you phone them one of the options is to sign up as a new customer! What customer service !
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    1 star
LONDON John Lewis Broadband  
Please avoid at all costs. Despite a great initial discussion, prompt receipt of the router and notification that we were live on teh correct date we have actually had no b/b for weeks. I have repeatedly told them to contact me via landline as we have little mobile recption and funnily enough - no b/b but they insit on texting ot emailing. The only progress is when I contact them. Their staff are bordering on rude. No respect for the time or frustration of customers caused by their lack of service. They make BT look ok and that's going some
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    1 star
Monmouth John Lewis Broadband  
The most efficient part of my experience with JL broadband was cancelling it! Need I say more.
John Lewis Broadband  
I originally had Waitrose broadband as an original customer 15 years ago and never had a problem I have had my email address all that time . Since the company moved over to John Lewis broadband and plus net it is diabolical
None of my messages deleted off main server even though I have removed them and I have over 2000+ messages sat there and won't go . Response from customer services poor ..no one will help this is 4th time I've raised and I can't get any email at all just spins all the time !
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    1 star
Nottingham John Lewis Broadband  
I originally had Waitrose broadband as an original customer 15 years ago and never had a problem I have had my email address all that time . Since the company moved over to John Lewis broadband and plus net it is diabolical
None of my messages deleted off main server even though I have removed them and I have over 2000+ messages sat there and won't go . Response from customer services poor ..no one will help this is 4th time I've raised and I can't get any email at all just spins all the time !
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    1 star
Nottingham John Lewis Broadband  
Terrible arrogant customer service team.

30 min waiting time for calls.

2mb download speeds.

£170 cancellation charges.

Completely unacceptable company.

Avoid at all cost.
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    2 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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