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 2019-12-07 (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.

705 Customer Reviews for John Lewis Broadband

Reviewer Location Reviewing Date Ratings
For the higher price we expected a better customer service from John Lewis however the service is no better than a much cheaper provider. Yes you speak to a uk call centre but only if they answer the phone - after about 5pm it will take an average of 13mns to get an answer. Overall all companies seem to be the same -at the mercy of Openreach and therefore you should just choose the cheapest provider.
  • Satisfaction
    1 star
  • Customer Service
    2 stars
  • Speed
    1 star
  • Reliability
    1 star
Dorset John Lewis Broadband  
Had the service for a couple months. Canceled back in Aug. 2018 and had a zero balance on my account. I'm still getting emails and texts requesting payment details.I've called them numerous times over the last 3 months and still nothing. Keep getting the same excuse that they have changed billing companies and yet I'm still being harassed for nothing. I have filed a complaint with the FCA against John Lewis.. I will never purchase anything from them again...Would never recommend them for anything even if they paid me to...
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    2 stars
  • Reliability
    1 star
London 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  
Failed to take first direct debit cut off service within an hour of email stating there was a problem. I rang reconfirmed direct debit details. I was told everything ok. Direct debit still not taken. I then get email threatening debt collectors & phone cut off at same time. Forced to make card payment for their incompetence. I thought BT was bad! John Lewis this is damaging your brand.
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    2 stars
  • Reliability
    1 star
Leighton Buzzard John Lewis Broadband  
Have left today and what a difference! Had ongoing problems, John Lewis sent me a replacement sagecom router, terrible, never worked, dropped out, had to change channel continuously to get it to work.
Opened a ticket for reporting a fault, five weeks later, still no proper internet service, luckily was out of contract so changed to EE. Just today I can run Netflix, my iPad and you tube for the first time in months. Got a measly £15.00 compensation from JL and had to fight for that. Very very disappointed. John Lewis your poor broadband is trashing your good reputation - I would do something about it if I were you!
  • Satisfaction
    1 star
  • Customer Service
    2 stars
  • Speed
    1 star
  • Reliability
    1 star
Hampshire 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've been with various different broadband companies over the years, with mixed results, but John Lewis Broadband, and by extension Plusnet, the actaul provider, are without a doubt the worst provider I have ever seen.The speed is incredibly unreliable, constantly fluctuating an average of 5mbps to 0.2mbps in the space of minutes, having short periods of stability followed by days or weeks of abysmal service. Customer service is about as reliable as the network itself; it can take several days to get support, and when you do they always say the same thing about resetting things on their end, only for service to continue as normal... which is to say awful. I'm lucky enough to be the only member of my household who has managed to get a wired connection to my PC, and although that can reach decent speeds it will drop on a whim, and plans of gaming with friends can quickly devolve into disappointing night spent unable to connect to anything. The upoad speeds are so bad that attempting to upload anything, even small files like oictures and even long messages can cripple the entire service for several minutes. When trying to upload larger files the entire service is unuseable as it send your important files 1kb at a time; I almost failed an important university module when it took 6 hours to upload half of a 1.5gb file before the service cut out completely and it had to start again. Whether you want this service for work, school or leisure I can whole-heartedly reccomend you look elsewhere and forget that John lewis even supplies broadband... God knows they don't seem to remember themselves.
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    2 stars
  • Reliability
    1 star
Manchester 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  
I have a Waitrose webmail account that most of the time I cannot access. The online reporting service does not work, nor do any of the other online complaints sites. I am not at all happy. I moved back to JL because of excellent previous experiences, not this time, I'm off.
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    2 stars
Bracknell 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  
Had a few issues with my service from John Lewis broadband which took loads of calls and emails to sort, all of them from me as they seem incapable of contacting you back. Now that i have left they are still trying to take money from my account and emails asking for payment for a service they have stopped providing. Case has been open for 2 weeks with just comments and calls from myself. How they can call themselves John Lewis broadband is a joke, million miles away from the service you receive from the retail stores. Will never buy goods or services from them again because of this experience.
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    2 stars
  • Reliability
    1 star
Cornwall John Lewis Broadband  
Shame on you John Lewis call centre staff not interest in sorting problems phone line down for 14 days and still waiting for phone and internet conection Im type 1 diabetic and they asked me to email my medical records so the could log me as a priority case when I had a problem
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    2 stars
  • Reliability
    1 star
Shropshire John Lewis Broadband  
Words fail me. I have had terrible service and even worse "customer care" from JL. Don't go there. Life is too short..
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    2 stars
  • Reliability
    1 star
Surrey John Lewis Broadband  
Please save yourself a lot of hassle and DON'T sign up with these amateurs. I have never been with a telephone company that has been so stressful to deal with ever right from the very beginning and until know (5 months later). It's like you call them and they say they are doing this and that on the call when in fact they aren't doing anything. There seems to be no upper level of management that you can escalate things to either on the telephone or by email, so you just end up having to get angry at the customer service rep who can't do anything for you anyway. Join them and you will see what I mean when it all goes wrong, which there is a likelihood that it will. For me unfortunately my next move is OFCOM as the head office can't seem to solve my latest problem which is being automatically overcharged every month for mobile phone calls which were part of my original call plan 5 months ago and so far they have been unable to refund the extra £50-60 each month I'm being overcharged by. Jokers!
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    2 stars
  • Reliability
    1 star
Newport John Lewis Broadband  
Without doubt absolutely the worst broadband I have ever had.Granted I am still within the 10 day start up period but it crashes regularly, it is unbelievably slow and if I try and use more than one device at the same time then they are both useless. If it doesn`t improve after the 10 day period then I will cancel.Don't go near JL broadband.
  • Satisfaction
    1 star
  • Customer Service
    2 stars
  • Speed
    1 star
  • Reliability
    1 star
Leicester John Lewis Broadband  
This service was okay to start with. (I joined on the basis of good service) Had problems with continual drop off for a week. Got through to the help desk, once, after waiting for 30 minutes. Supposed to have been fixed. Still have same problem. Tried to call, 4 calls totalling more than 1 1/2 hours. No response. Do not bother unless you just like listening to 80's pop music (must be aimed at there target demographic, or cheap like the service) How can they rate themselves as good. Will change provider as soon as possible. Seriously bad service.
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    2 stars
  • Reliability
    1 star
Fife John Lewis Broadband  
On hold for an hour for the second time this week. Have only been a customer for 5 weeks and really regretting switching. Customer service is non existent - had to threaten reporting them to Ofcom over a billing issue - and now have now service for the last 24 hours. John Lewis need to review this partnership before it damages their brand.
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    2 stars
  • Reliability
    1 star
Limehouse John Lewis Broadband  
Switched to JL one month ago. Everything fine till last week when broadband stopped suddenly. I was using my own router so plugged theirs in and still no internet. They sent bt engineer on premise if it was internal problem I would be charged £65.
Broadband came after 5 days and was in house for 4hrs till finally I've said nothing wrong with their end and to contact JL stating their had been a few problems in the last couple of days with JL despite teaffic from house to openreach being perfect, and suspected JL had changed/deleted usernames or passwords which allowed access to bt network.I rang JL and advised them of this and he generated new password for me to enter into router admin pages and voila it was fixed thanks to my intervention and thoughts of the bt engineer.
However, next day I had no broadband so rang up and was told there was no issue as it was fixed. I advised the router had no broadband lights on meaning there was no traffic at all and after he read his notes said that JL had authorized bt to cease and restart the service to try and fix. Obviously the rep I spoke to forgot to update the account stating it was fixed so now have to wait 5 days for a new line, when there was nothing wrong. Absolutely useless and technical supervisors narrow minded not to accept their ineptness. Luckily I was on a monthly rolling contact so BYE bye JL.
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    2 stars
  • Reliability
    1 star
Newcastle John Lewis Broadband  
Absolutely appalled. Cancelled my account today after waiting ONE MONTH for them to install our broadband. They constantly lied, saying it would be installed in the next few days. They strung us along promising compensation for our troubles but now I have had enough. DO NOT GET JOHN LEWIS BROADBAND UNDER ANY CIRCUMSTANCES. Me and my house mates have spent around £100 on data add ons due to their incompetence - we have not received any compensation. Customer service is awful, had to wait on the phone for at least an hour every time I tried to get through to them. Don't waste your time or money on a company that is clearly inept. Only wish I had read these reviews sooner, have been without wifi for about 5 weeks now. Shocking.
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    1 star
Durham John Lewis Broadband  
Paid extra to get broadband quicker on moving house. Three weeks later - still no broadband! It was only after the first installation visit we were told a second one would be needed. This second onewas then cancelled ten minutes before it was due to be completed. The promised free router wasn't sent for the first three times they tried: fourth time it seems they have sent it to our old address apparently: despite knowing the point of changing was we were moving house! Basically it doesn't seem call centre staff know what they're doung. Would never recommend John Lewis again. No idea as to the speed or reliability: in effect they're both zero for now!
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    1 star
Herefordshir 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  
Very unreliable service ,keeps disconnecting.
Have had no connection on our smart television nor pc after the first two months !!!

Into the six month and have lost broadband ,we cannot watch/stream a movie without it breaking off.
We cannot wait for the contract to end and go back to previous contractor.
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    1 star
BARNET 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  
JOHN LEWIS, PLEASE HELP
Please will a senior manager or Director in charge of John Lewis Customer Services read these reviews. The majority of us have similar experience which adds up to a chronically poor service, one that has had me in tears because of an aggressive person in the so-called support service. I cant think of anything to say that is good. At the moment I am without any of my emails and have been told that there is no-one to deal with my issue now as it's after 10 pm - whatever happened to 24/7 - and the backroom tech won't be in until Monday. I love my John Lewis because of the products and service but I am about to leave their broadband service and just hope that someone is listening.
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    1 star
Altrincham John Lewis Broadband  
Absolute rubbish. Broadband speed is like a snail . Constant problem with being disconnected from the internet everytime it rains you get disconnected every couple of minutes. John Lewis then decided to up their prices and said if customers wished to leave because of this they would not have to pay any exit fees. After advising them that I wished to change companies as a result of this price increase they then emailed me and said I would have to pay a cancellation fee. After sorting this out they then tried to bill me for their services after I had changed to another provider. It is impossible to contact this company by phone as you just get left on hold forever.This company do not deserve any stars.
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    1 star
cardiff John Lewis Broadband  
Ordered Superfast Fibre Broadband from John Lewis Broadband .I never received the router etc checked with them to ensure they were still able to provide the Service,they assured me they could and were waiting confirmation from their suppliers (Openreach Arghhhh!).I assumed they had extended the swap over date but no 1st June no phone or Broadband.My previous supplier stated they had failed to comply with the process .They failed to apply for a new phone line or arrange for the Fibre Broadband.I now have no phone line or internet access .John Lewis need to distance themselves from Plusnet who run this for them as it will damage the brand.Awful service does not describe them.
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    1 star
Swansea John Lewis Broadband  
If there was a no star option, I would give that! Basil Fawlty style customer service - they blocked me changing provider 3 times and when I queried it, was told that someone must really hate me!! I realise this is plusnet, but John Lewis ought to team up with a better partner. Just awful, AVOID!!!
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    1 star
Brackley 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  
My contract amount was changed very shortly after taking the contract with John Lewis Broadband. I took the option offered to cancel the contract within 30 days as a result of the price change. However, despite phoning immediately to cancel, and receiving confirmation I had cancelled, they still text and emailed me after the service ended, saying I owed early cancellation charges of £87. I had to make several phone calls to clear this up, and, when I tried to email in response to the chasing emails and texts, these bounced back sayimg no incoming emails allowed telling me to go to the website. Spoke further being held with excessively loud rock music (i had to place call under pillow - not on loud speaker!! - and could still hear the music) when they said they didn't know their emails were translated into a notification to log on to their website to "create a ticket". Their texts can be sent "read and reply", but they send their texts "send only". Very very frustrating and upsetting. Never again will I use either John Lewis or their back up service Plus net. I cannot recommend John Lewis Broadband at all. Tip to John Lewis Broadband - Customer service is key and you failed miserably and have one irritated and upset customer who will never return.
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    1 star
South East UK John Lewis Broadband  
I have been very patient with the service dropping out regularly as I seemed lucky when calling the helpline. The last time I contacted JL the young lad who talked at me was vile. I was so upset that I am stopping shopping at JL and Waitrose. Have moved providers to a small company based in Devon who are professional and only very slightly more expensive.
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    1 star
exeter John Lewis Broadband  
Terrible customer service. Finally did the switch from BT, and regretted it almost instantly. Speed dropped from 7mbps to 0.4, cue daily phone calls to the worst CS ever! Left in my cooling off period, still trying to charge me £50.
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    1 star
Shetland John Lewis Broadband  
repeated internet problems sold a router that was not required had to pay to get an engineer in 30 minute waits on the phone. Terrible iSP
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    1 star
Otley John Lewis Broadband  
I wish I would have come across this page earlier before opting in for JL broadband. Every page I went to was explaining that JL is new in this area but due to the "strong focus on customer service & satisfaction" it would be a good choice - I cannot disagree enough. Fully aware that this is most likely a subsection/different department, if not entirely outsourced. Almost one month in after signing up for their services, I have literally given up and requested a refund. Not able to get through on the phone line, so only option to get in touch is the online form. You never get a proper response, have to constantly chase them up yourself and once (if) you are lucky that someone does actually write back to you, don't expect to get an answer to your questions - you will simply get a template text that has a 50/50 chance of being unrelated to what you were asking. Stick to other companies like BT, Sky, Virgin etc. if you can and avoid JL broadband. Sure, none of the others is flawless either, but this was an utter disgrace to the big JL brand and their otherwise well-known world class customer service.
  • Satisfaction
    1 star
Slough John Lewis Broadband  
BE WARNED! This is John Lewis in name only. I was tempted by what seemed like a good price and by the JL reputation for quality and customer service. Once you've signed up John Lewis drops out - the contract is with plusnet.
Slow broadband and regular loss of signal. Customer service is terrible - if you can get through!
A big mistake. The worst ISP I have ever experienced.
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    1 star
London John Lewis Broadband  
Utterly useless. No service for 2 full days. fault logged online but beyond an acknowledgement zero information.

They had the cheek to ring me and invite me to renew for another 12 months today - the caller didn't even have the tact to realise I might not be a happy customer and seriously thought no contact at all and no service for 2 days wasn't going to put me off.

If you expect the name will give you any customer service at all - forget it.

Hopeless.
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    1 star
Loughborough John Lewis Broadband  
Terrible connection (often nothing). Ridiculously poor customer service and serious lack of care and THEIR legal responsibility to resolve things yet they still think you should keep paying them! Stay clear everyone is my earnest advice!!
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    1 star
Devon John Lewis Broadband  
I have had 3 breakdowns in broadband and telephone in
December. Impossible to even get through to JL - I tried at different times throughout 3 days and the recording said a 30 minute response time. With poor mobile reception there was no chance of getting through. I had to resort to snail mail to ask them to register the fact that I had no broadband or telephone. I got a letter back saying they would respond within 7 - 10 days!!
I changed to John Lewis as I have a JL credit card and
have always had excellent service when dealing with them. I shall have to change to someone else.
I cannot believe that John Lewis themselves are doing nothing to rectify this enormous problem. They are ruining their good reputation.
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    1 star
St. Briavels, Gloucestershire John Lewis Broadband  
I never usually write reviews but JL broadband had such abysmal service. It took nearly 2 months for JL to set up my broadband and landline provision even though it was supposed to be a simple port over from my previous supplier. This left me with no internet service for over a month. I had to keep chasing them to find out what was going on and each time I got a different excuse. Twice my order was mysteriously cancelled mid way through the process! Although polite, he customer service staff didn’t have a clue about what was going on.
I’ve now gone back to my previous provider even though JL have the gall to charge an early termination fee! . Will never use them again.
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    1 star
London John Lewis Broadband  
I can’t Believe how bad John Lewis has been ,the Internet is absolutely awful ,Customer service no help at all, said if I want to cancel they will charge me £73 even though they say if it’s their fault they will cancel you free of charge, iv been told To unscrew the socket from the wall I’ve never gone through anything like this before , Also telling me they have 30 days to resolve the problem so basically I’m still paying them but have no Internet for 30 days never heard anything like it I have now paid To come out of the contract I definitely definitely do not recommend John Lewis to anybody.
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    1 star
East sussex John Lewis Broadband  
1 star is to much. 0 stars would have been more appropriate. Rubbish customer service. Rubbish, unreliable, slow service. I had 26 engineer visits during my 18months with this shambles of a company. And, now, I am being hit with a 'cessation charge' because I moved house and am getting my services from Virgin Media. AVOID AVOID AVOID, this company.
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    1 star
Hampshire John Lewis Broadband  

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