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
    2.6 stars
  • Customer Service
    2.9 stars
  • Speed
    2.4 stars
  • Reliability
    2.6 stars

Based on 366 customer ratings since 2019-11-28 (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.

704 Customer Reviews for John Lewis Broadband

  • Showing page 1 of 18, skip to page 1
  • 2
  • 3
  • 4
  • 5
  • 6
  • 7
  • 8
  • 9
Reviewer Location Reviewing Date Ratings
Unfortunately I advise everyone NOT TO.
They are appalling and will just say they are dealing with it. I have been without connection for 3 weeks after the 'go live date'
GO ANY WHERE BUT NOT JL/PLUSNET
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    1 star
Norwich John Lewis Broadband  
Unreliable, unprofessional, nightmare, waste of time and energy, stress and anxiety are the words come to mind. PLEASE don’t sign up to John Lewis Broadband!!

Every day something comes up, one day the internet doesn’t work and I have to wait for a week to sort it. Then the spear goes down, they sent to engineers wasting 2 weeks without internet. Then I can’t access website and now their website is down.

The worse ever service I have ever had. Do not go with John Lewis and read all reviews before making a decision.
London John Lewis Broadband  
We have been waiting since 21 October to be connected and still waiting. Every time we phone customer service they have some silly excuse and tell us the same rubbish over and over again. We are in our 70's and can not get out to go shopping so we rely on the internet for our food deliveries. We will now definitely cancel our contract with them and tell all our friends and family never, ever sign up with John Lewis broadband.
John Lewis Broadband  
DO NOT USE. This service has nothing to do with John Lewis. It is Plusnet on the cheap. After I made the order they didn't send a router out. They didn't respond to emails, and the customer service rep had the cheek to tell me to be "civil" by challenging him that he was wrong. Apparently it's my fault that I didn't have the router because I must have it. Utter incompetence verging on fraud to advertise this as John Lewis.
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    1 star
Durham John Lewis Broadband  
Terrible service - set up fee taken and though no set up delivered. Requested set up was apparently cancelled due to issues at my address, without anyone letting me know. 3 months, and multiple requests via website and phone later, I still haven't been able to get my money back. Requests via website lead to responses that refunds can only be accessed by calling the cancellation line, but nobody ever answers that line. Absolute scam - John Lewis should be ashamed to be putting their name to this service.
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    1 star
London John Lewis Broadband  
DO NOT USE THIS PROVIDER - They have scammed us out of over 80 pounds. After 2 months of back and forth (they will blatantly lie to you over the phone, saying they will call you back and then never do - promising an engineer to come out and then saying it was cancelled with no reasoning or notice) we still have no internet. They are extremely deceitful over the phone and will constantly shift the blame to their partner company Openreach in an attempt to get out of ****. I cannot stress enough how painful this experience has been. Avoid like the plague.
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    2 stars
  • Reliability
    1 star
London John Lewis Broadband  
Terrible experience, terrible customer service and employs criminals, only been with them 2 months, tried to take dd out week early and got declined, they restricted my account immediately, could not even get on their own website to make a payment or sort out, rang them up several times but after 20 mins on hold but finally got through, paid over the phone remotely with debit card, told service would be back to normal within couple hrs..... week later still restricted service but least of my issues, knew something was off when agent asked for my card details twice .... I was right, checked account and he had taken 2 payments....got worse, next day contacted by my bank as my details had been used to make several purchases in Eastern Europe .... I had been hacked and this was first time in a very long time I had given my details over phone ....he had obviously sold my details to a criminal gang.... and this is John Lewis !!!!! Now waiting for a new card and for all fraudulent activity to be reversed, I am not rich person and this has left me in dire straits but JL broadband not interested, won’t even answer my many emails, still restricted service, made a complaint to ofcom and reported to police , I came to this company because I trusted John Lewis but this is not John Lewis it is plusnet and I cannot wait to get away from such a terrible company, BEWARE, CORRUPT AND FRAUDULENT COMPANY
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    1 star
Vale of belvoir John Lewis Broadband  
John Lewis broadband has poached myself and others because of their reliable good name how wrong can one be they have conned all of us. The broard band is dead slow, cannot load BBC iPlayer 90% of the time have reported it many times only been threatened with an expensive fine if I cancel contract. Not fit for purpose John Lewis name gone down the pan. Anthony Thomas.
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    1 star
Hemel Hempstead Herts John Lewis Broadband  
We closed our account as we were moving. However before that we rang several times to make sure we could continue with our webmail. On each occasion we were reassured we could. Today, with the account closed we have no webmail and told they cant provide this service.So we have lost everything, thanks JL for nothing.
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    2 stars
  • Reliability
    2 stars
Suffolk John Lewis Broadband  
Tried to switch from Plusnet to JLewis broadband. However as JLewis use Plusnet they tried switching me twice and both times this has failed and I've wasted over a month in paying higher phoneline and broadband. I contacted jlewis customer services three times and it took 45min, 30 min and last time 20min to get through. Very, very poor service. Not what I was expecting. Look else where.
  • Satisfaction
    1 star
  • Customer Service
    2 stars
Knebworth, Hertfordshire John Lewis Broadband  
Avoid the stress, avoid like a plague.
Our go live date was delayed by a day due to a mistake of not linking my account online.
Most days after 1am my Internet cuts off.
13 days in, I have NO internet for more than 48 hours and I cannot remote work.
An employee named Vashir Omar had the cheek to raise his voice at me for his team's incompetence.
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    1 star
London John Lewis Broadband  
Absolutely useless! Tried to move house with them..was sent a text to say a phone line would be installed on a particular day between 1 and 6 pm. Rang at 4 pm to check the date was correct. Was on hold for over 40 minutes, told the engineer was still due, not to worry. 6.30 pm no sign. Rang again and was told my address didn't exist. Put back on hold for over 40 minutes...complete waste of time AVOID AT ALL COSTS COMPLETLY INCOMPETENT.
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    1 star
Gloucester John Lewis Broadband  
Just horrendous! Constantly dropping connection - drops out roughly 8 to 15 times per day and is dropped for about 5 to 10 minutes at a time. Have tried calling customer service but there is NOONE THERE!! Phone just goes to hold then eventually times out and drops the call. They are of course still collecting payments so their billing system is obviously working fine. STAY AWAY FROM THIS COMPANY - DO NOT SIGN UP WITH THEM.
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    1 star
Bristol John Lewis Broadband  
Absolutely Useless Service !!!!!!!

My broadband has been on and off for about 8 weeks now.
3 engineers have come out now so far, and still broadband not fixed.
Each time, having to wait three days for each engineer is so tiresome now.
I am not getting the service I am paying for, from John Lewis! I cannot afford the penalty charge to leave this terrible unprofessional organisation, that has caused me undue stress and upset.

Yet another appointment has been made for Monday 12/10/2020 (the fourth engineer), and I am sure that this will not help the situation. The incompetence and unprofessionalism is staggering.

Does not even deserve to be one star
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    1 star
London John Lewis Broadband  
I wish I had paid more attention to the reviews of John Lewis broadband because everything people have said is 100% true. I placed my order over 1 month ago and am still without a working connection. This has also included over 4 phone calls (and having to be on hold for 30 mins plus) to useless and uninterested staff. I keep being told that it is not their problem and that the problem is with BT but surely it is their responsibility to chase BT to ensure that they fulfil customers orders. To anyone thinking of joining - please don't do what I did and ignore all these reviews! Join someone else!
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    1 star
Cambridge John Lewis Broadband  
Shocking! I signed up for this believing I could trust the good name of John Lewis for customer service. Howeber they've missed the first and second installation dates and have not made any contact about this despite my request that they do via their service ticket system. So for a third time in a month I'm on an hour long hold on their phone line (which in itself is dreadful, you get to hear the same few tracks on repeat). I actually feel sorry for their customer service team who must face constant anger and frustration from customers as the service is so poor (and in my case so far non existent!). Never again.
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    1 star
Kent John Lewis Broadband  
their 66 mbs avarage broadband gives med 1.5 download and 0.5 upload as a average score of several readings
  • Satisfaction
    1 star
  • Customer Service
    2 stars
  • Speed
    1 star
  • Reliability
    1 star
oxford John Lewis Broadband  
I booked a installation 2 and a half months ago and John Lewis (openreach) lied to us on multiple occasions and engineers had 0 communication. We went 3 weeks past our activation date with no services after lie after lie. The customer service sounds friendly but do not put the effort in to sort out solutions.

I was with them last year, there speeds were alright and never had many downtime

I left them and will never be returning to them
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    3 stars
  • Reliability
    4 stars
Nottingham John Lewis Broadband  
After continual excuses and apologies for failing to connect my broadband the company have now admitted fault, previously blaming BTOpenreach. Dismal customer service, broken promises, on live complaint/query system ineffective, they close requests if they are showing the company in a negative manner. If you were thinking of using them, my advice is don't. I still have no internet 5 days later.
  • Satisfaction
    1 star
  • Customer Service
    1 star
LOWESTOFT John Lewis Broadband  
Absolutely awful service, never use John Lewis for wifi. Lack of communication, do not update customers. Still without wifi even though we have paid for engineer and monthly rate. Engineers don’t turn up to appointments neither do they update you of their absence. Haven’t received complimentary voucher neither. Beyond disappointed they haven’t done anything remotely reasonable nor justifiable.
  • Satisfaction
    1 star
  • Customer Service
    1 star
Northants John Lewis Broadband  
Lousy broadband - very poor signal, appalling customer service. If I were John Lewis I would stop putting my name to this. Because I was out of contract when i asked to move house they said they'd charge me £65 or else I could choose to be locked in to another contract with them - heads they win, tails I lose. I don't want to be with a company that treats me like this. Please avoid at all costs if you value your sanity.
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    1 star
London John Lewis Broadband  
within days of signing up they informed me of a price increase. so for 10+ montha i have had to pay an extra £2 per month. under new rules i could have cancelled but i had already paid the connection fee of around £70. now my contract is nearly at an end and i have contacted via account query 3 times and not even an acknowledgement. would definitely not recommend....i am going direct to plusnet who at present dont increase charges during initial contact.
  • Satisfaction
    2 stars
  • Customer Service
    1 star
  • Speed
    3 stars
  • Reliability
    4 stars
dorset John Lewis Broadband  
Avoid!!! Total bunch of wastemen, seemingly unable to do a housemove,took nearly a month with no Internet, excuse after excuse,always blaming 'the system'
Ended up cancelling and going with another company and at a better price
  • Customer Service
    2 stars
  • Speed
    2 stars
Sussex John Lewis Broadband  
I placed an order for a connection and router one month ago. Money was immediately taken from my account and then... silence... Any questions asked in the online query system they recommend go ignored, the average hold time on the phone is 30+ (with potentially the worst hold music I have ever heard), customer service tends to just tell you its all going to be sorted and to wait 24 hours, and proceed to do nothing about the problem. I've now jumped ship and am trying another company with no sign of a refund happening any time soon.

Funnily enough when I phoned to cancel the agent on the other end was more than happy to, the entire call took no more than 2 minutes. He sounded like he wanted to die.
  • Satisfaction
    1 star
  • Customer Service
    1 star
Dundee John Lewis Broadband  
Not a good experience, never got service.
Did my order by phone as web method redirected me to a phone number when ordering the most basic (10Mb) service.
Lost all trace of my order, but had already taken the initial month's payment on a credit card. Then it took a month to get that refunded.
  • Satisfaction
    1 star
  • Customer Service
    1 star
Berkhamsted John Lewis Broadband  
I swapped to John Lewis broadband because I (mistakenly) believed it to be the same quality as everything else about John Lewis... how wrong can you be!
Had no issue with changeover (other than router arriving only the afternoon before changeover date, which had me fretting). Since then two major problems appeared:
1- speed has dropped, even though ping tests indicate about 35-37Mps. iPlayer sometimes hangs, which it didn't with the previous supplier (SSE).
2- they don't want to take the DD payment, even though there's plenty of money in the account. Each month I try paying on line - it doesn't work (can't access the payment area) so I have co call and pay by card.
The people on the phone are great, but the rest of it is utter rubbish.
Pity. John Lewis has such a great reputation as well.
  • Satisfaction
    1 star
  • Customer Service
    3 stars
  • Speed
    2 stars
  • Reliability
    2 stars
Ashford John Lewis Broadband  
I have ordered the broadband in June. 2 months later, with a response time of 2 weeks on average they still don't know when I could expect to receive it.
Thus far they have missed 4 of their "deadlines"
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    1 star
Leicester John Lewis Broadband  
SHOCKING. SHCOKING SHOCKING. AVOID AVOID AVOID. SIGNED UP FOR BROADBAND AND LANDLINE PACKAGE OVER 4 WEEKS AGO AND STILL NOT CONNECTED!!!!!
Everytime I phone (in queue for ages with depressing crackly music. then told it is all getting sorted. They make up some twoddle and tell you it is being sorted. Then Nothing. So I phone back to find out what is happening RE the lack of connection& landline. Same old story - am in phone queue, then get lied to, and nothing happens again. They are using Covid as an excuse, just like so many other companies are. Thought better of a JL service :( Am off to meditate now to reduce my stress and fed-up levels :) )
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    1 star
uk John Lewis Broadband  
I think it is diabolical that I have been waiting 3weeks from when I applied and still do not have the internet every 2dayss I phone and I’m told I have to wait 48hrs then 48hours later I’m told 48hrs then 48 hrs later the same,I totally broke down and had to have a crisis team to come out as you had totally broke me,I still have no internet! It’s terrible to treat people like this especially in isolation
  • Reliability
    1 star
  • Speed
    1 star
  • Customer Service
    1 star
  • Satisfaction
    1 star
Essex John Lewis Broadband  
Terrible customer service. Delayed installation of broadband for over a month so ended up cancelling and going with another provider.
  • Customer Service
    1 star
Ringwood John Lewis Broadband  
The worsed ever. They are so bad I cant believe it. They lie to you saying someone will be coming out and the fault will be sorted by the end of the day. Then I phone the next day and they say oh well no one has come out. The message wasn't even passed on. Lie after lie. Never ever again. They waisted hours of my time on the phone and I got know where. So angry with them. Dont waist your time
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    1 star
Sy59ja John Lewis Broadband  
Same as all the others...dreadful nonexistent service. List my initial order so it took over 3 weeks to get connected...only it then didn't work. Takes an hour to get through to support...they then cant fix it and font call back as promised. Needed an Openreach engineer eventually who commented theyd turned the speed right down. A week later, after several drop outs and a painfully slow service.. apparently I shouldn't expect to rely on wifi!!!...I have no internet and they think a faulty router. I'm off to EE to buy their mobile internet. ADVISE NOBODY USES JOHN LEWIS INTERNET...well actually you cant as it doesnt work!
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    1 star
Plymouth John Lewis Broadband  
The worst broadband company I have ever had.
Since I’m with them, the internet was slow always.
Now I’m moving out so I had called them, and I said to switch the internet off with the End of the month 31st!!
They switched it off at the 13th and they said it would take 2 weeks until they can switch back on.
I’m moving gout that time, I can’t do my home office for 2 weeks. Very poor customer service and very disappointing!!!

Don't recommend it to anyone!
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    1 star
Edinburgh John Lewis Broadband  
Not such thing as “Outstanding Costumer Service”
They pride themselves on having “outstanding costumer service” but all I got was a pack of lies and a complete disinterested service. At a time when internet is a fundamental need for many people we had a fault which lasted over ten days. They booked a technician out on day two which could not find the problem and the second one was sent 5 days after. In the meantime, they lied to us as we were told that another technician went by but, once again, he could not find the issue. Moreover, everyday I was told they would call us back with an update but NOBODY ever did. I had to call John Lewis about 8 times. When, finally, the technician arrived to try and sort the problem, he told us that nobody was there before him beside the very first person on day two. He did some work and we got some sort of connection back but it kept cutting off constantly. Useless.
In order to be able to work, in the end, we had to buy a EE mobile broadband service. EE was the best thing we got out of it as the speed is remarkable considering we live in an area with a general low speed internet service (is more expensive of course). Our first encounter with EE costumer service was also a positive one. However, it is all a scam as BT owns John Lewis broadband as well as Plus-net so it is all run by the same people who wants our money and offer bad service.
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    1 star
Epping John Lewis Broadband  
I am literally a kindly guy for everything in my life, while as a trader and computer engineer, the break frequency of network is the only thing that I cannot bear. The funniest thing is that the exchange is not crash when the stock rapidly down while my network done that. So I am never ever recommend this network, I also not suggest the computer related one use it service especially for woking from home. Also, TBH, the network is not have any advantage on price as well.(P.S. This is the longest review I have written my life)
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    1 star
glasgow John Lewis Broadband  
Please do not waste your time and money on this fraud company. I placed a request on 24 July for switch and they deducted money from my account same day. Even after multiple followups, no updates at all. Customer Care experience is dreadful. After holding the line for 25 minutes I managed to connect to one CC representative. The frustrating thing was that without asking anything on the query, he transferred to another section, which in turn went to never ending background music. Quoting 2-3 query id's for reference - 204XXXX44,204XXXX21,204XXXX34
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    1 star
Romford John Lewis Broadband  
This has honestly been the most painful customer service experience that I have ever had. I would not use John Lewis Broadband if it were the last company on earth. Initially, they cut off my existing provider but failed to connect my phone and broadband to a new service. We have been without a phone or broadband now for 3 weeks. We have lost our old phone number and I have spent in excess of 20 hours on the phone trying to resolve the issue. This mainly consists of being on hold because no one picks up the phone. So far this morning I have been on hold for 2 hours and 20 minutes and no one has picked up. I did try the new customer option and that was picked up in 1 minute and 15 seconds but a very rude female told me I had chosen the wrong option and transferred me mid sentence - I am currently on hold again and have been for the past 46 minutes. It seems that after the initial call to get your business, there is absolutely no customer service at all. I would rather boiL my eyeballs in acid than have broadband installed by John Lewis.
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    1 star
Amersham John Lewis Broadband  
I didn't believe all the bad reviews because I'm the kind of person that normally just gets on with things but this has been an awful process.

They haven't connected the internet, nobody can tell me when it will be connected, every time I call there's a different answer or problem. Nobody replies to the written complaints and I've been lied to multiple times.

It feels like they're gaslighting me.
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    1 star
Finchley John Lewis Broadband  
We've had a huge problem with our John Lewis/Plusnet broadband since May and it's now August. Appalling customer service, refused to send out Engineer and every time I call them, they go from the beginning again ...."I'll run a test on the line"....."Oh, yes, it's falling out"...they refused to send a new router but when they finally did, the problem still continued. I've lost business because of it, as I can't work from home with this rubbish. What am I paying for? I daren't swap suppliers at the moment incase I fall down a big hole of helplessness and no-one then takes responsibility. Avoid. I expected more from John Lewis and this whole saga has changed my impression of the company. We had problems last year too. Cheap skates.
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    1 star
London John Lewis Broadband  
Absolutely disgusted with this service. They were quick enough to take my money. Not had any confirmation, still waiting even though the 3 dates I provided have now been and gone. I want to cancel but can't get through on the phone. Avoid!!!!!!
Ramsgate John Lewis Broadband  

Loading...

  • 704 reviews, showing page 1 of 18, skip to page 1
  • 2
  • 3
  • 4
  • 5
  • 6
  • 7
  • 8
  • 9

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.

Broadband.co.uk