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.

Overall Customer Ratings for John Lewis

  • Satisfaction
    2.9 stars
  • Customer Service
    3.3 stars
  • Speed
    2.5 stars
  • Reliability
    2.8 stars

Based on 3087 customer ratings since 2012-08-04 (Show recent ratings)

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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.

800 Customer Reviews over 20 pages

  • Reviewer
    Location
    West Ewell
    Reviewing
    John Lewis Broadband
    Date
    Ratings
    • Satisfaction
      5 stars
    • Customer Service
      5 stars
    • Speed
      5 stars
    • Reliability
      5 stars
    Comments
    Personally, the internet service is i receive from JL Excellent.
    I have an antiquated old telegraph pole POTs line to my house. I left sky because it was like dealing with a monolithic brick wall. Download speed with them was a miserable 20-25mbps at best with upload at a pathetic 9mbps. There were acknowledged noise issues on the line, that Sky seemed incapable or refused to get openreach in to fix. Then they wanted to double the price to nearly 50 quid! at contract expiry. So i left. JL (piggybacking off of Plusnet) were £28 per month. The installation went well. I also reported the line issues to them, & they immediately OWNED the problem, got Openreach out, whereby THREE faults were found on my line and repaired. Low and behold, my Download speed is now a consistent 55-56Mbps! & my Upload speed is now a consistent 16Mbps! This is about as good as it can get on an old twisted pair POTs phone line! Well Done John Lewis!. The connection is stable and consistent!
  • Reviewer
    Location
    Norfolk
    Reviewing
    John Lewis Broadband
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      3 stars
    • Reliability
      3 stars
    Comments
    They cut us off when moving a month early as someone misread the month. Very unhelpful getting it sorted. 4 months later the refund agreed still hasn’t come. Every time you phone they are lovely and promise a call back or email which never comes. They update your account but as they closed the account you can’t see it to respond. Just the worse service and worst customer service ever. No joined up care. No one looking at the the overall issue. 4 months and a multitude of calls and they really have no joined up thinking. The customer comes last. Would never ever recommend them. I hate writing bad reviews but they have had 4 months to sort this. Just awful.
  • Reviewer
    Location
    Swadlincote
    Reviewing
    John Lewis Broadband
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    Reported to ombudsman. Signed contract they mysteriously lost it had to sign another June 2021 for 18 months for£19 a month mysteriously lost that complained last month as charging what they want last month was £24 this month £33.32 hardly used it . Rip of Merchant customer services useless told me to go elsewhere .
  • Reviewer
    Location
    Orpington
    Reviewing
    John Lewis Broadband
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      3 stars
    • Reliability
      3 stars
    Comments
    Despite telling customer services that I needed to terminate the service they continued to take payments. They now deny that I contacted them and in my view have stolen a number of months of money. I will never use them again and would not encourage anyone else to use them.
  • Reviewer
    Location
    Bristol
    Reviewing
    John Lewis Broadband
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    I wish i has seen the reviews . How can John Lewis trash their brand with this service. Customer Service is appalling , nothing works not even the website
    Still within 14 days - think i will cancel
  • Reviewer
    Location
    Glanvilles Wootton
    Reviewing
    John Lewis Broadband
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    Waiting 4 weeks for reconnection. Eventually discovered unable to offer digital phone. Absolutely useless. Plusnet no better. Neither should be allowed to continue with appalling customer service. Take my advice DO NOT USE
  • Reviewer
    Location
    Devon
    Reviewing
    John Lewis Broadband
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    stuck with John Lewis for a year ,low speed, website that jitters so can never read bills fully, changed to new provider at end of year informed John Lewis .JL then sent email to tell me they had stopped my transfer to different provider, rang them to ask why as they had no right to do this ,put me on hold for ages, dismissive unhelpful before admitting mistake.
  • Reviewer
    Location
    UK
    Reviewing
    John Lewis Broadband
    Date
    Ratings
    • Satisfaction
      2 stars
    • Customer Service
      2 stars
    • Speed
      1 star
    • Reliability
      2 stars
    Comments
    Apart from the obvious the speeds I have now understood why I was offered so much and received so little in the way of fine Lewis service, it seems to me living in a block of flats that I am not the only one receiving broadband service from my account, I explitively said I do not want the account to be written up as the blocks account, working from home our office wants and needs the professionalism that individual fibre into your home not the block and then disseminated amongst the residents who got to t
    City Fibre first as it came in off the street directly into a private home and dished out from there, not my private home someone else got the ONT box directly into there flat it's no wonder business has tailed off, I'm just wondering how I hold Lewis accountable this is account service theft on an unimaginable scale if this is why you can only get John Lewis Broadband down a copper wires ie: the telephone landline they are garnishing extra customers by dividing your individual account service.
    How do we know ,by the new doorbells appearing next to the outside intercom box whilst the recipients ditch the doorbell cable that's already buried in the block for stolen broadband and installed a dodgy little bell outside next to the intercom.
    The installers in a grey van..
  • Reviewer
    Location
    Edinburgh
    Reviewing
    John Lewis Broadband
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    The poorest broadband service yet. Never in the year have I had the speed promised and the customer service was rude and unhelpful. Never again going back to the main players. Increased my plan by 30% after 8 months so read the small print.
  • Reviewer
    Location
    West Sussex
    Reviewing
    John Lewis Broadband
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    After 6 months of intermittent drops in service I changed to BT full fibre. John Lewis continued to debit my account, including one payment taken even after I informed them what was going on. Then they had the damn cheek to tell me I have to wait for 20 days for a refund of MY money which they had taken WITHOUT authorisation. When I told them they had 24 hours to send me a refund they stonewalled me. Do not ever choose this bunch of amateurs for anything. Appalling behaviour.
  • Reviewer
    Location
    London
    Reviewing
    John Lewis Broadband
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    always say unfortunately unfortunately, never use the brain to sort out the problem.any one want to sign in the contract for this company then you ready to listen to the word:unfortunately if one day you need help sort out the problem.
    Be careful!
  • Reviewer
    Location
    Billingshurst
    Reviewing
    John Lewis Broadband
    Date
    Ratings
    • Satisfaction
      2 stars
    • Customer Service
      2 stars
    • Speed
      1 star
    • Reliability
      2 stars
    Comments
    Never get the speeds they promised and even after their engineer confirmed the terrible speeds, they still refuse to help. Don't do it. Don't get broadband from an appliance store
  • Reviewer
    Location
    London NW8
    Reviewing
    John Lewis Broadband
    Date
    Ratings
    • Satisfaction
      1 star
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    Overpriced compared to competitors. Failed to supply minimum guaranteed speed. Do not use this service.
  • Reviewer
    Location
    Manchester
    Reviewing
    John Lewis Broadband
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      2 stars
    • Reliability
      3 stars
    Comments
    Currently switching to another provider and we were cut off 5 days early by John Lewis Broadband with no explanation - upon calling customer service was told there was nothing they could do despite us being promised on an earlier call that our service would continue right up until the new provider took over.

    Very poor service, would not recommend.
  • Reviewer
    Location
    Chorley
    Reviewing
    John Lewis Broadband
    Date
    Ratings
    • Satisfaction
      4 stars
    • Customer Service
      4 stars
    • Speed
      4 stars
    • Reliability
      4 stars
    Comments
    Ordered John Lewis broadband, received package but broadband was not on. I rang up and they said it may take upto a week. I was abit disappointed and read all the bad reviews on here but was surprised the broadband came on a few days later. Its faster and more reliable than now broadband. I think if you have had bt broadband before John lewis broadband will work aswell. Have given 4 stars all round.
  • Reviewer
    Location
    Aylesbury
    Reviewing
    John Lewis Broadband
    Date
    Ratings
    • Satisfaction
      1 star
    • Speed
      3 stars
    • Reliability
      3 stars
    Comments
    I cancelled my broadband because I was moving house, they informed me that I could send an email to give them the date and it would be cancelled or I could do it online. At the time I could get online as it seemed to be down. So I sent emails to tell them which day I was moving house. Since then they have harassed me with several demands for £72 which I do not owe and they insist I do. I can prove I moved house as I have travel details abroad and it shows I didn't even live in the house at the time of the invoice. However, it is impossible to contact and 0800 number from Europe and they do not respond to my emails and simply just keep sending the same demand. I have contacted their complaints and await a response. I would stay away from them, this is not John Lewis at it's best it is a cheap unworthy internet service provider that sends out knee-jerk money demands with no sense of customers being real people, just money machines.
  • Reviewer
    Location
    Wales
    Reviewing
    John Lewis Broadband
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    Worst decision ever to go with John Lewis as a provider. We are trapped in a contract for pretty non existent service. I’ve spent a fortune on mobile data as I have to hotspot to my phone for the slightest thing. I wish John Lewis would send themselves off to space on a one way rocket trip. DO NOT SIGN UP WITH THEM
  • Reviewer
    Location
    Staffordshire
    Reviewing
    John Lewis Broadband
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    AVOID JOHN LEWIS BROADBAND AT ALL COST - ITS PLUSNET masquerading as a reputable company. They say 24hrs to switch, Ive been waiting 2 months!!! they still cant give me a date when Ill be connected. JUST AVOID, customer support are just moth pieces, all talk no action, they're clueless. Absolute shambles!!! IF I COULD GIVE ZERO STARS I WOULD
  • Reviewer
    Location
    Penrith
    Reviewing
    John Lewis Broadband
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    I would have given 5 stars for reliability of the consistency of the poor broadband speed and exceptionally poor customer service. Assistant after assistant tries (I suspect the system is the problem rather than the people) to do something and the easy option seems to be to bump it to the next billing date/openreach engineer visit and hope they can squeeze another month's payment out in the meantime. It is extraordinarilyl bad - I don't do reviews but am at my wit's end now and in the absence of any resolution from them over 5 months - I just need to share to release the frustration of being stuck with them not providing a minimum guaranteed speed at all (OR will agree but to JLB black is white). It is baffling. One thing that can be said though, is that they thoroughly deserve the accolade of being the joint worst provider in Which? 's current broadband services. Really do believe the poor reviews - ordinarily I might say decide for yourself, but this time - spare yourself the hassle.
  • Reviewer
    Location
    Slough
    Reviewing
    John Lewis Broadband
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    Stay away don't even bother from the first day I had the broadband never worked I had two engineers who said to me it won't work.After many weeks of trying I have given up ,the speed is absolutely Awefull, stay away from this
  • Reviewer
    Location
    Durham
    Reviewing
    John Lewis Broadband
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      3 stars
    Comments
    I signed up for broadband on 10th March 2022. Late evening of 10th March I got a text saying there was a problem to contact you lines were closed so I had to wait until the next day. I was made to believe the matter was resolved until Wednesday 16th March when I got another message to say there was yet another problem. I again had to telephone where I was told my land line was a different sort to what JohnLewis use so my order had been cancelled and upon calling a new order was placed. Then today 19th March a further message relating to yet another problem… this isn’t looking good lines are not open on a weekend so I now have to wait until Monday to try and resolve the issue. It should be three strikes but we will see. When my service should be going live from signing up it is looking like the order keeps being cancelled and resigned from JohnLewis side. it is just constant delay and hassle I could do without.
  • Reviewer
    Location
    Cornwall
    Reviewing
    John Lewis Broadband
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      2 stars
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    Do not bother! As other reviewers have mentioned the speed is absolutely awful, despite several calls and weeks of trying to get this resolved I have now given up. This is giving John Lewis itself a bad name
  • Reviewer
    Location
    london
    Reviewing
    John Lewis Broadband
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    Comments
    I can only rate customer service and my overall dissatisfaction as John Lewis failed to deliver broadband service. I am a John Lewis fan but their broadband association significantly undermines their brand (as does their home insurance). Customer service was appalling and confusing as John Lewis and Plusnet do not seem to communicate with each other. They cancelled my order, promised a refund which I had to chase a month later, then sent me two cheques (only cashed one).
  • Reviewer
    Location
    Cornwall
    Reviewing
    John Lewis Broadband
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    You do not get the service you pay for and they are not interested in helping put it right. Our home is capable of getting wifi throughout the whole house, unfortunately john Lewis only provided for our living room and even then the speed was so poor.
    I can't emphasize enough, save yourself the headache and the cash, go elsewhere for your wifi. They just don't provide it and the customer service is shockingly bad and they blatantly lie to you. I wish I could give 0 stars.
  • Reviewer
    Location
    London
    Reviewing
    John Lewis Broadband
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    Initially when I took on this supplier all was well - the speed was acceptable and service reliable. However in the last 2-3 months the company has disappeared and does not reply. Instead it has instead doubled its charges well outside the acceptable levels. The service remains the same. If you need good reliable service at reasonable price the avoid this provider. It is not even operated by John Lewis but masquerades as John Lewis.
  • Reviewer
    Location
    London
    Reviewing
    John Lewis Broadband
    Date
    Ratings
    • Satisfaction
      2 stars
    • Speed
      2 stars
    • Reliability
      2 stars
    Comments
    If there’s one thin I hate it is people that don’t care when you are or,I feel hard Tom make money and paying for a service. John Lewis is an typical example of customer service that simply don’t care about their customers. It’s a shame because John Lewis scores as one of the highest in my book when it comes to providing thee best service in the retail sector. In the broadband area I can only assume they have dreadful management. Bad management always results in poor service from star.

    I logged this ticket because my broadband connection kept dropping. I’ve not had a single response back. It’s now under 2Mbs so I might as well go back to the days of using modems. Even worse is they expect me to put up with this and pay fibre connectivity rates.

    This is poor service at a new level and John Lewis should get out of this sector and quickly. I realise it’s down to Open Reach and there’re generally useless but an update would have been nice.

    John Lewis use Plusnet for the infrastructure.

    I will be moving to another provider when my contract expires. Shame on you John Lewis. I was expecting so much more
  • Reviewer
    Location
    Seaton
    Reviewing
    John Lewis Broadband
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    Over charged and unable to rectify for months, what a load of cr*p. I would steer clear of these cowboys
  • Reviewer
    Location
    east sussex
    Reviewing
    John Lewis Broadband
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    Comments
    TOTAL SHAMBLES !!! not a clue what they are doing stick to food and homeware
  • Reviewer
    Location
    London
    Reviewing
    John Lewis Broadband
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    Comments
    This review relates to my sjohnlewis (waitrose) email account. it used to be excellent - now total waste of time. Totally unimpressed. From reviews here and on Trustpilot it appears that I am not alone.I would not want to even award 1 star
  • Reviewer
    Location
    Knebworth, Hertfordshire
    Reviewing
    John Lewis Broadband
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    I tried signing up just over a year ago and the whole process was a real mess. They transfered only the line but not the broadband. I ended up cancelling and transferring everything back to my original broadband suplier. Keep away.
  • Reviewer
    Location
    Windlesham
    Reviewing
    John Lewis Broadband
    Date
    Ratings
    • Satisfaction
      2 stars
    • Customer Service
      3 stars
    • Speed
      3 stars
    • Reliability
      2 stars
    Comments
    I have been with John Lewis Broadband for some 10 years. I have been a very loyal JL customer generally but I have come to the conclusion that they are sullying their brand by continuing with this substandard service. The speed and reliability is nothing special but tolerable, but the Email service leaves much to be desired. The John Lewis name in the address means that many outgoing mails end up in people's Spam folders, this in a way is not JL's fault but with increasing security it is understandable and would be dealt with by changing the domain name. Recently thanks to the incompetence of Plusnetthere habe been several outages and delays in mail, the last straw being in the last few days- we are now on the 3rd day of a complete breakdown in the service. Many Emails appear to have been lost and all in all I am resigned to having to stop using my JL address completely. As soon as possible I will kick JL Broadband into touch and move to another ISP.
  • Reviewer
    Location
    Letchworth
    Reviewing
    John Lewis Broadband
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    Absolutely appalling. Have now been two days with no mail. Managed to get some this morning but no attachments downloaded. Changing to gmail. Don’t touch this with a barge pole.
  • Reviewer
    Location
    Hampshire
    Reviewing
    John Lewis Broadband
    Date
    Comments
    My overall satisfaction is zero. I have lost count of the number of calls I have made to them over the last few months - but nothing improves. Some days I get no emails at all and the next day everything arrives together. Enough is enough and I have got a new email address and am in the process of informing all my contacts of the change.
  • Reviewer
    Location
    Orkney
    Reviewing
    John Lewis Broadband
    Date
    Ratings
    • Satisfaction
      2 stars
    • Customer Service
      3 stars
    • Speed
      3 stars
    • Reliability
      4 stars
    Comments
    For some time now I've not been able to access my account online. I was told that it was a software fault and that they are trying to fix it, but didn't know when access to my account would be available. Not good enough!
  • Reviewer
    Location
    Devon
    Reviewing
    John Lewis Broadband
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    Awful service. Helpline absolutely no help. I have spent day after day with no connection. Plusnet (who I believe are a BT subsidiary) run this shambles. Unable to give less than 1 star. They deserve no rating.
  • Reviewer
    Location
    Whitby
    Reviewing
    John Lewis Broadband
    Date
    Ratings
    • Satisfaction
      5 stars
    • Customer Service
      5 stars
    • Speed
      3 stars
    • Reliability
      5 stars
    Comments
    Only had John Lewis broadband for short time but saved over £20 a month moving from BT. Easiest setup ever just plugged in and ready to go. Same broadband speed as BT, we are in a near dead zone and they have matched BT’s 11mbps. Just waiting to receive my £45 voucher. All in all, so far so good.
  • Reviewer
    Location
    Scarborough
    Reviewing
    John Lewis Broadband
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      2 stars
    • Speed
      2 stars
    • Reliability
      1 star
    Comments
    Absolutely useless. Moved on 6th October, booked 7th 1pm to 6pm turned up 7.20 at night too dark to go up pole. Booked 15th canceled, booked 25th, engineer turns up on door with no appointment or contact on 19th head trouble shooter fixes it. Works for 4 days they turn it of as no record of it being fixed ffs! Make new appointment for 8th of November! We have no mobile signal, cannot apply for jobs, ring family nothing. Over a month with no phone and broadband and still might cancel the 8th! Call center are no help what so ever. Gonna try and cancel go with 1p mobile only 20 quid a month cannot be any worse.
  • Reviewer
    Location
    MONMOUTH
    Reviewing
    John Lewis Broadband
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    I would give no stars if I could totally useless 1MB at best
  • Reviewer
    Location
    Hove
    Reviewing
    John Lewis Broadband
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      3 stars
    • Reliability
      3 stars
    Comments
    Didn't bother to tell me they had failed to book an engineer until I phoned on the day of the appointment. Failed to book me a new one within a reasonable timeframe so was without internet for 2 weeks upon moving house. Offered no apology or incentive when I stated I wanted to take my business elsewhere.
  • Reviewer
    Location
    Lincoln
    Reviewing
    John Lewis Broadband
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    Easily the worst broadband service I’ve ever used. I signed up in May 2019, and was left without broadband for a month. When I was finally able to talk to an engineer, I was told ‘someone forgot to flip the switch’ and wasn’t given an apology or a refund of that month. Then, out of the single year I was with them, I was repeatedly overcharged for their faster service, despite never having signed up for that. I had to ring up multiple times to get my money back, and was told everything from it was a system error to that my line wouldn’t operate on a lower bandwidth. When I finally was able to change in 2020, I moved to another provider at the beginning of the month. John Lewis still charged me for the full months service and said I would be refunded the difference.

    As of October 2021, I have not received a penny from them. They are scam artists, pure and simple. I would never use their service, or their parent company Plusnet, ever again.

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.

John Lewis Broadband are not affiliated with Broadband.co.uk. This page does not constitute any affiliation between Broadband.co.uk and John Lewis Broadband.