806 Customer Reviews over 21 pages
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- Location
- Liss
- Reviewing
- John Lewis Broadband
- Date
- 2018-02-11
- Comments
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I made the switch a couple of weeks ago as BT so expensive now. Seamless transition despite a problem with BT having my postcode wrong which delayed JL picking up my account. Phoned the JL hotline about 4 times to check that BT was sorting things out and every time the call was answered promptly and by knowledgeable staff. After trying to do a deal with BT to improve their pricing they finally matched the JL deal a couple of days before my transfer, but I’m glad I told them to get lost as I’ve doubled my download and upload speed and the new router does not need rebooting every few days, which the BT one did. Very Happy. New Router worked as soon as JL sent email to say it was ready.
- Location
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- Location
- London Chiswick / Acton / Hammersmith
- Reviewing
- John Lewis Broadband
- Date
- 2019-08-06
- Comments
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This is a promised follow up of my earlier review that can be found below (see: 2018-09-08).
In short: I do not have to change a iota of what I wrote there, I am very happy with the quality of the services provided and thoroughly recommend JLB to all.
And what's more: Except checking the whereabouts of the cashback - slightly premature on my side, as it arrived within days - I have not contacted JLB even once during this time. I just did not have to: Phone line and broadband work brilliantly well, provided router (Zyxel VMG8924 - worth checking product updates on Zyxel website directly) is very stable and is much more sophisticated than equipment that BT supplies. If it wasn't about few power cuts that we experienced in our area earlier this year its uptime would be months (typically: hundreds of days anyway).
So: I'm just paying the bills monthly and cannot believe it's nearly 12 months already.
And a bonus: as my price just went up as I left initial 12-months deal, I just got in touch with JLB only to have it restored where it was with no changes to anything else for another year. What's not to like?
To conclude - in exactly the same way as year ago:
So, I am really not sure where all the negative comments are coming from. I also cannot say anything wrong about their staff either.
I can only guess that some negative experiences may be related to exceptional circumstances: dodgy wiring etc. but perhaps also the fact that it's far easier to write negative rather than positive review.
Last but not least: I shall update this review if circumstances change - especially after first 12 months.
- Location
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- Location
- West Ewell
- Reviewing
- John Lewis Broadband
- Date
- 2022-10-16
- Comments
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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!
- Location
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- Location
- Chichester
- Reviewing
- John Lewis Broadband
- Date
- 2018-11-16
- Comments
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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!!
- Location
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- Location
- Devon
- Reviewing
- John Lewis Broadband
- Date
- 2017-01-13
- Comments
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I've transferred from Plusnet as the John Lewis price was much lower, for the same service. (John Lewis broadband is provided by Plusnet.) The process has been pretty painless. I contacted Plusnet via their forum to get a refund for the days I had paid in advance, and they also sorted out a problem of my being billed twice for the first month by John Lewis.
The Broadband service is better than I was getting with Plusnet: speed is good at around 18 Mbps, and no problems dropping out or buffering with iplayer: I don't know if this due to the new modem they sent, new microfilter, or if there is some difference between John Lewis & Plusnet infrastructure
- Location
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- Location
- Perth Scotland
- Reviewing
- John Lewis Broadband
- Date
- 2018-10-19
- Comments
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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!!!!
- Location
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- Location
- North east
- Reviewing
- John Lewis Broadband
- Date
- 2018-06-04
- Comments
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Ordered the fibre then read some pretty negative reviews so was very anxious. Switch over day arrived and I called customer services once. They had to turn something on at their end that should have been done and all worked fine. 5 minute call in total. 3 weeks in we've had no problems.
- Location
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- Location
- North Yorkshire
- Reviewing
- John Lewis Broadband
- Date
- 2020-03-05
- Comments
-
A brilliant company to deal with, cannot praise them highly enough. Competitive pricing and great communication.
Not like me, but I will not be shopping around for a bargain this time, John Lewis have been so good that I'm going to stay with them for at least another year.
5 * Service, thanks John Lewis!
- Location
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- Location
- Derby
- Reviewing
- John Lewis Broadband
- Date
- 2017-03-30
- Comments
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Having read the reviews i was concerned movind to JL/Plus net, however, my change from BT to JL, was without any problems, emails + TXT were sent on the day of changeover confirming it all. i received a mail at 3am for the phone line , and without internet for aprox 2 hours during the change. its was a shame that BT would not move on the extortionate price i was paying and now have the same speed with unlimited download, the same upload (78/20) and a fixed ip that BT cound not offer. great stuff JL keep it up *****
- Location
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- Location
- East Yorkshire
- Reviewing
- John Lewis Broadband
- Date
- 2018-01-19
- Comments
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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!
- Location
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- Location
- East Knoyle Wiltshire
- Reviewing
- John Lewis Broadband
- Date
- 2017-09-01
- Comments
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Good value, reliable and good customer service. As a rural customer this is a cheap way of gaining Plusnet service. Will continue providing I can negotiate a good price at the end of contract. Recommend
- Location
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- Location
- Sussex
- Reviewing
- John Lewis Broadband
- Date
- 2017-12-04
- Comments
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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!
- Location
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- Location
- London Chiswick / Acton / Hammersmith
- Reviewing
- John Lewis Broadband
- Date
- 2018-09-08
- Comments
-
Driven by flood of negative reviews seen here, and my (short so far) experience with JLB, I decided to write my own review as our experience with them so far is very positive.
Context: We just migrated off BT 80MB (then, now it's 66MB only, I think?) Fibre and telephone service.I had been with BT for 7 years, moved house three times [South East & London] taking them with me every time and had no issues with them at all except once, when they were not able to move me as they had internal issues with their CMR and they just let me go then allowing for new (nice) deal to be put in place. Broadband and telephone service was operational at all times and I never had to contact them about any technical issues either. So my worry when we decided to move was that we will effectively break something that works splendidly well (although for a price): We decided to move based only on the extortionate price we had to pay - with JLB our monthly price is effectively less than half now.
I ordered JLB Broadband & telephone service on 22/09 online - got migration date as 05/09 couple of hours later(contractual two weeks). Zyxel router turned up couple of days later and replaced BT Hub on the day of migration. Phone line has migrated early in the morning, with broadband following few hours later. As I was at work then, I just checked with JLB that all is good and witnessed the same once we got back home in the evening. Router was operational, and it was just WiFi / Ethernet configuration that I had to do. And that was it.
Needless to say that all these steps were followed up by text messages & e-mails.
So it's 72 hours for us just now: telephone service works as it did, broadband speed is exactly the same as it's been before. The only extra thing I did myself was to voluntarily upgrade the firmware in the provided router - and fiddle with its settings.
So, I am really not sure where all the negative comments are coming from. I also cannot say anything wrong about their staff either.
I can only guess that some negative experiences may be related to exceptional circumstances: dodgy wiring etc. but perhaps also the fact that it's far easier to write negative rather than positive review.
Last but not least: I shall update this review if circumstances change - especially after first 12 months.
- Location
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- Location
- Yorkshire
- Reviewing
- John Lewis Broadband
- Date
- 2018-04-27
- Comments
-
I have decided to complete this review as all the others were bad about this service; probably because of with a service like this why do a review if its good.
So yeah I ordered easily online, they switched my line over from BT (which I was glad about since I didn't have to call them to cancel) it was just get home switch the router and I was back online!
The online portal is good and even shows you your usage. I did have to call Customer Service and had no problems. I hadn't received an activated email but they did it for me and a simple refresh and it was all there.
I give it 5 stars for speed. My speed isn't actually good by todays standards (4mbps) but its what my line can do so I guess 5 stars for giving me the max speed that my line can do. *Fingers crossed for fiber*
The router has no AC capabilities which is a shame and is essentially a Plusnet Hub One with only the Sagemcomn branding on it.
I am on the Normal Broadband as there is no fibre by the way.
Anyways works fine and have no problems!
- Location
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- Location
- West Rudham Norfolk
- Reviewing
- John Lewis Broadband
- Date
- 2020-05-22
- Comments
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I have just switched to John Lewis broadband, the whole set up was so simple and I have a good fast connection at less than half that I was paying bt which is ridiculous considering bt own plusnet which is who John Lewis is supplying, the trouble with bt is they give great deals for new customers but ignore loyal customers, I won't go back to them, ever.
- Location
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- Location
- Ruislip MIDDLESEX
- Reviewing
- John Lewis Broadband
- Date
- 2013-12-24
- Comments
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We have fibre broadband and the speed is excellent. Customer services is also excellent and free and are based in this country. Completely STRESS FREE. Everything was set up on the days quoted and I would recommend to anyone.
- Location
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- Location
- Truro
- Reviewing
- John Lewis Broadband
- Date
- 2017-03-18
- Comments
-
Irritated with the prospect of further cost increases with BT I have transferred to John Lewis. The transition has been totally painless...router arrived well in advance of the agreed transfer date; plugged it in on the day of the swap, switched it on and online within 10mins. Soooo easy! The speed is no different to BT (judged by the Speedsmart app). And, to top things off...way cheaper....completely satisfied and feeling BT-liberated!
- Location
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- Location
- Murphy
- Reviewing
- John Lewis Broadband
- Date
- 2017-04-14
- Comments
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Thought I would share my positive experience. I know people who give reviews are more likely to have had a negative experience, with any company.
Have used various internet providers in moving around as a student, when I began work etc, mostly Virgin. I live alone, don't have high needs for gaming etc but do watch films on Netflix etc.
John Lewis has been a breath of fresh air. The box came, I phoned to activate it, my call was answered promptly, the call handler was easy to communicate with me, plugged it in- whole thing done in 10 minutes. Have had for around 10 months now, wholly reliable, hasn't let me down once.
Fabulous service, reasonably priced and I have recommended to friends.
- Location
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- Location
- Cambridge
- Reviewing
- John Lewis Broadband
- Date
- 2019-09-14
- Comments
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I switched from a very expensive SKY service to John Lewis which I later found out was backed by Plusnet. My experience has been good. My costs reduced from £66.80 per month for SKY to £25 for mostly free phone calls and unlimited broadband (I now use freesat). Customer service has been excellent, bband speed is ditto (I'm close to the exchange) and I cannot fault the cost. I receive an email to inform me about my next bill and it's always accurate. I expected good, reliable service from John Lewis, and that's what I've got. Unless their prices skyrocket when my contract is coming to an end, I'll stick with them.
- Location
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- Location
- Lancashire
- Reviewing
- John Lewis Broadband
- Date
- 2019-01-21
- Comments
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I was paying premium price with BT broadband and thier broadband was poor. I decide to join John Lewis Broadbad as I can honestly say their broadband is so much better than BT. I also saved more than £10 a month. Highly Recommend to family and friends.
- Location
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- Location
- Dumfries
- Reviewing
- John Lewis Broadband
- Date
- 2018-12-01
- Comments
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Been with them for nearly a year. No problems switching. Moved house recently and took only 6 days to connect phone and bb with no hassle whatsoever. Plus net took over 2 months with many calls to sort it and refund overpayments. Very very satisfied and would recommend
- Location
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- Location
- Weybridge
- Reviewing
- John Lewis Broadband
- Date
- 2020-02-01
- Comments
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Excellent fast service, professional communication and competitively priced.
Always trusted, reputation proceeds every time!
- Location
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- Location
- Banffshire
- Reviewing
- John Lewis Broadband
- Date
- 2020-01-09
- Comments
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BT was a hideous corporate brute. I got very slow speed and frequent problems. John Lewis has been utterly superb. There were a few glitches after I switched, but these were soon sorted. My ISP is owned by bt and I think this is important. My payment is massively reduced and my typical speed is almost double that which I got with bt. Substantial negative causal (re my time with bt) was switching router off at night. I would never switch from John Lewis.
- Location
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- Location
- Yorkshire
- Reviewing
- John Lewis Broadband
- Date
- 2013-06-13
- Comments
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An update on my previous comments: The matter has been resolved with John Lewis to my complete satisfaction. Well done John Lewis.
- Location
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- Location
- Nailsworth
- Reviewing
- John Lewis Broadband
- Date
- 2017-05-13
- Comments
-
Excellent - no problems.
Best thing I ever switching from BT!
- Location
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- Location
- Exeter
- Reviewing
- John Lewis Broadband
- Date
- 2020-01-23
- Comments
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Faster than BT and had no issues
- Location
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- Location
- Colosseum Rome
- Reviewing
- John Lewis Broadband
- Date
- 2018-12-11
- Comments
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Brilliant, even with poor speeds and old line, 60+ years old apparently.
- Location
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- Location
- Northumberland
- Reviewing
- John Lewis Broadband
- Date
- 2018-11-10
- Comments
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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.
- Location
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- Location
- East Sussex
- Reviewing
- John Lewis Broadband
- Date
- 2018-01-22
- Comments
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i recently moved my phone and broadband providor from BT to John Lewis. Less expensive and a no stress faultless changeover. Thank you John Lewis.
- Location
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- Location
- Salisburt
- Reviewing
- John Lewis Broadband
- Date
- 2019-01-13
- Comments
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So many bad reviews, I think people only tend to review when a bad experience so I just thought I would say I have been with JL for almost a year, perfect switch and first class service ever since
- Location
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- Location
- West Devon
- Reviewing
- John Lewis Broadband
- Date
- 2018-11-23
- Comments
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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
- Location
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- Location
- Penketh, Warrington
- Reviewing
- John Lewis Broadband
- Date
- 2019-03-03
- Comments
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Have to say so far so good. Had been with Virgin cable for more than 10 years, but was determined to reduce my monthly bill. Couldn't get virgin to budge on price so looked around for a good deal. Price good and customer contact centre very efficient. Only issue I had was I had to call customer support to activate the broadband after the phone connections had been made by the engineer. Speed so far good and able to use Freeplay no problems
- Location
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- Location
- Lambeth
- Reviewing
- John Lewis Broadband
- Date
- 2015-08-23
- Comments
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So far, so good. I have been with John Lewis broadband for almost six months and have not had problems. In the first week or two the download speed seemed to fluctuate but I generally get 11-13mbps, and upload 1.5mbps. Sufficient for web use and music/video. Far faster and more reliable than my previous broadband provided by a large supermarket chain.
- Location
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- Location
- Ashbourne
- Reviewing
- John Lewis Broadband
- Date
- 2018-09-11
- Comments
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Having read all the negative reviews of John Lewis Broadband I followed MSE's rating of the service and switched from BT over a month ago. In contrast to all the negative reports published I can confirm that my experience of the switch and the resultant telephone and broadband service has been exemplary. The switch was completed on schedule and the resultant response is as good as (indeed, I am tempted to say better than) that provided by BT. It seems that, in general, consumers only vent their frustrations in public reviews when they have negative experiences. I feel that such views should be tempered by what must be the more prevalent, positive experiences. Thank you to John Lewis for a good service at a good price!
- Location
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- Location
- Leyland
- Reviewing
- John Lewis Broadband
- Date
- 2018-05-29
- Comments
-
I Chose John Lewis Because I knew i would get decent customer service .There is no way i would do BT,Virgin or Talktalk after trying to get through to their customer services ,1 hour on hold , a light hearted conversation with a robot which quickly escalates into a serious argument ,with a robot ,because after a brief interrogation it wil not accept my mothers aunties grandmas middle name .Whoa betide you customer services when i finally speak to a human.
Anyway had a slight problem on activation day ,ran customer service ,Pressed one button and "Bingo " A Human Vice ,
Thank you for treating me like a customer
PS> Broandband is decent too.
- Location
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- Location
- Midlands
- Reviewing
- John Lewis Broadband
- Date
- 2015-06-17
- Comments
-
My first IP was Waitrose, and now John Lewis. I have had excellent service for over eight years. The customer service team and tech support have been brilliantly helpful, and I have no problems to report.
I recommend JL broadband.
- Location
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- Location
- Devon
- Reviewing
- John Lewis Broadband
- Date
- 2018-05-01
- Comments
-
Fast & cheap!
I get a solid 20Mbs all day every day - no need to pay extra for fibre.
Customer services are excellent. It's provided by Plusnet, who are owned by BT.
Plusnet has got a good web forum where the staff moderators are v helpful.
- Location
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- Location
- Droitwich
- Reviewing
- John Lewis Broadband
- Date
- 2015-04-30
- Comments
-
We thought we might be taking a chance having read all the reviews on here about John Lewis Broadband.
But, as it turns out, everything is up and running exactly as it should be and have had no problems with customer service. It is easy use the online support, and they do get back to you. Honestly! I'd recommend them. And at a very fair price for rural areas with everyone paying the same.
I have the Standard 20gb, and Anytime phone package
- Location
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- Location
- Weybridge
- Reviewing
- John Lewis Broadband
- Date
- 2020-02-10
- Comments
-
Switched from Talktalk who are poor in every way.
Very impressed with excellent service and brilliant speed of Internet.
Very fast set up within days.
Very happy
- Location
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- Location
- Norfolk
- Reviewing
- John Lewis Broadband
- Date
- 2021-08-20
- Comments
-
Neighbour brought down my overhead phone line while cutting back a tree that was fouling it. Reported it to the helpline at 12.10, call was answered within a few seconds and the line was back up by 15.30.
Can't really ask for more.
Although I live in a rural area my standard broadband delivers a pretty consistent 15Mbps.
- Location
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.