John Lewis Broadband Reviews

Sometimes the best way to get a feel for a broadband provider is to read what those who are already customers think of the service they're receiving. Below are all the reviews we've received for John Lewis Broadband.

Recent Customer Ratings for John Lewis

  • Satisfaction
    2.8 stars
  • Customer Service
    3.1 stars
  • Speed
    2.5 stars
  • Reliability
    2.8 stars

Based on 389 customer ratings since 2019-08-16 (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.

671 Customer Reviews for John Lewis Broadband

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Reviewer Location Reviewing Date Ratings
Like others below, had trouble after 15 years trouble free. Charged twice in error. Refunded and given £15 for the trouble so all ok now. Would have been 5 stars all the way 3 months ago but they are now sorted. Reliable once up & running. I recommend this provider.
  • Satisfaction
    4 stars
  • Customer Service
    3 stars
  • Speed
    3 stars
  • Reliability
    5 stars
Vale of Glamorgan John Lewis Broadband  
WELL THIS IS THE QUICKEST I HAVE EVER COME BACK TO LEAVE A REVIEW, AFTER MY LAST REVIEW, MY ROUTER CAME NEXT DAY SO AFTER COMPLAINING THEY CLEARLY MADE A HUGE EFFORT TO GET THE ROUTER TO ME. SO 5 STARS FOR THAT, IT WOULD NOT CONNECT , SO I PHONED CUSTOMER SERVICE, AND I HAVE TO SAY THEY WERE EXCELLENT AND HAD ME UP AND RUNNING IN MINUTES , SO 5 STARS FOR THAT ALSO, IT'S RUNNING AT ABOUT THE SAME SPEED AS MY PREVIOUS BT ACCOUNT, BUT SO FAR IT HAS NOT KEPT DROPPING OUT LIKE MY BT DID, BUT WE WILL SEE WHAT TIME BRINGS , SO OVER ALL, SO FAR ANY WAY, EXCEPT FOR THE BAD START TO MY CONTRACT, THEY HAVE ACTUALLY COME UP TRUMPS,
  • Satisfaction
    3 stars
  • Customer Service
    5 stars
  • Speed
    3 stars
BALA John Lewis Broadband  
New customer rang Customer services as charged £96.00 instead if £26.00 contract fee. Told extra was because I had cancelled my contract, completely untrue. Customer services said someone their end must have done, it had happened before. Said he would sort and then was transferring me to another department re the cancellation, hung on for over 20mins, I rang off. Rang customer services back, same result, rung off again, rang customer service again,phone put down on me. Rang again this time lady said she would sort and yes I was due a refund of £70.00 as I had not cancelled. Email arrived I would get a refund of £48.22. . Again rang customer service to be told refund comes in two parts, a manager has to authorise the rest and i would get email. 5 days later no such email has arrived. I still have no idea whether my contract will be ended or whether they have corrected this. My last resort is I have written to their office in Sheffield, recorded delivery. Hoping for a personal contact who can sort this problem.Customer support hopeless and frustrating. Not worth bothering with.
  • Satisfaction
    2 stars
  • Speed
    5 stars
  • Reliability
    4 stars
Warmington John Lewis Broadband  
Moved from ADSL to Fibre - Good speed and connection, HOWEVER be warned that at the moment they are offering a Google home hub to new contracts - this has not arrived and Customer Support is POOR saying it will probably take up to 60 days to arrive - is this a con???

Billing also needs to be watched as they tried claiming too much money on the first new monthly bill - support eventually gave me two different prices - still not right!
  • Satisfaction
    3 stars
  • Customer Service
    2 stars
  • Speed
    4 stars
  • Reliability
    5 stars
Haltham John Lewis Broadband  
Two months after moving house and taking out a new contract they announced a 12% increase - so I gave notice I was moving. By response I received an email staing there would be cancellation charges of £163… despite this being in contravention of the Consumer Protection Act 2015, so I immediately cancelled my direct debit. I then received a bill for the month despite my account being due to close just 8 days after that bill, which was followed by my broadband being limited.. The saga is not yet finished… I've had to pay the £48.80 and have been told it will be repaid when the final bill is raised - IF there are no cancellation charges. I have advised them that any attempt to charge a cancellation fee will be taken to court … will wait and see what happens … had they not got greedy on the price increase I would probably have stayed with them until moving house in a couple of years
  • Satisfaction
    3 stars
  • Customer Service
    4 stars
  • Speed
    3 stars
  • Reliability
    4 stars
Richmond John Lewis Broadband  
It was cheap for the first 12 months. The switch to them was smoothish ( though my old provider alleged they weren't informed by them which caused a billing problem. ) Speed has been as promised. Issue has been periods of intermitent cutting out. Not brilliant but for the price of the 12 month introductory contract I would recommend if on tight budget.
  • Satisfaction
    3 stars
  • Customer Service
    4 stars
  • Speed
    4 stars
  • Reliability
    3 stars
Whitehaven John Lewis Broadband  
moved from plusnet (not realising JL are plusnet!) because I fancied the free google home hub for the same fee I was already paying. various issues with the transfer, mainly down to the billing/account management rather than the connection itself. they managed to keep my number and switch the bb over with no real issues. they had given me the option for fibre extra, it turns out my line can't do that so I should never have been given the option. no problem, simply switch down to fibre... agreed 2 new contracts for fibre (which is the speed I've always received anyway) and they still show fibre extra on the account even though fibre is provisioned. not that it's a huge issue mind, since they haven't billed me other than the first payment, so 2 months free so far. they did manage to send me the google home hub too. i have been told that the account issues are down to a new billing system they put in last christmas, whether that's true I don't know. the bb and phone themselves are fine, pretty much the same as plusnet, which you would expect. hopefully at worst they will simply end up billing me for the fibre service they have actually delivered, at best, they may not get round to it at all. i never trust automated systems that are going wrong though, so keeping fingers crossed they don't start debt collection for a bill they didn't bother to collect themselves but always had the details to do so
  • Satisfaction
    3 stars
  • Customer Service
    3 stars
  • Speed
    4 stars
  • Reliability
    4 stars
Yorkshire John Lewis Broadband  
I changed to JL broadband after daytime connectivity issues with my previous supplier during lockdown. JL broadband is, if anything, worse than my previous connectivity and is problematic not only during the day but in the evenings too. Furthermore, one of the features offered by JL at sign up was a JL gift voucher, which has not materialised after two months since signing up with them.
  • Satisfaction
    3 stars
  • Customer Service
    5 stars
  • Speed
    4 stars
  • Reliability
    2 stars
Oxfordshire John Lewis Broadband  
Back in November I wrote a dire review of John Lewis having left BT.
The problems were blamed on the lines in my house although I was convinced that wasn't true. One support person seemed to go beyond the norm in trying to help and I was grateful but I decided to leave. There was a penalty to pay but it seemed worth it.

A day later Open Reach apologised to the entire town about their failures during the previous weeks.

So I retained my account and since then connectivity has been pretty good.
They would not be my first choice provider but at least I'm happy to wait until the end of my contract.
  • Satisfaction
    3 stars
  • Customer Service
    3 stars
  • Speed
    4 stars
  • Reliability
    4 stars
Cheshire John Lewis Broadband  
John Lewis, via Plusnet BT apparently.

Never missed a beat since moved and stayed for another year, as they matched the cheapest price at the time, i shop around for Cheapest every year as the speed is rubbish here, So satisfaction and service get a 5*
Speed is *****, as very old line, so that's BT's fault not J Lewis'.
Reliability only seems a problem when the BT men have been up the pole, playing in the box for whatever reason, so again a BT issue, not J Lewis.
Overhead fibre strung up by BT 12 months ago, went active 1 month ago, will see what prices are like before making the decision.
  • Satisfaction
    5 stars
  • Customer Service
    5 stars
  • Speed
    1 star
  • Reliability
    3 stars
Lichfield John Lewis Broadband  
I was with Waitrose.com for 10+ years and apart from little glitches had no trouble at all. From the time John Lewis started the amalgamation of Waitrose and Green Bee to JL, things started to slide. At the change-over (totally unannounced, to me, anyway) I found myself with a screen that looked like old 1980s computers, with no way at all of marking several emails at once in order to delete (can only mark minimum of one page at a time!). Also, 400 plus emails that I had kept disappeared overnight and JL infer that this was me, and they have no "cloud" facilities for deleted emails which is probably true; deleted emails disappeared from their box for hours at a time and suddenly reappeared, I am still in e-correspondence with JL but I am not at all happy considering my happy years with Waitrose.
  • Satisfaction
    2 stars
  • Customer Service
    2 stars
  • Speed
    4 stars
  • Reliability
    5 stars
Dorset John Lewis Broadband  
We switched to John Lewis from BT because they had a good offer on broadband and we were tempted by the fact that John Lewis won Which best buy on customer service. Ever since we switched we had nothing but trouble with customer service. The agents themselves are nice and polite over the phone, but things just don't get done. First of all it took over 2 months for a switchover, because despite us sending a mac code on time no one bothered to let us know that it didn't work until I chased them myself. Then we decided to switch from regular to Fibre broadband. Again, over the phone I was told the day the engineer was coming so I cleared the day, until I got an email, saying that the date has been confirmed for the engineer to come out and it was a different date! So that is one day wasted for me. In the meantime I received a couple of emails saying that they regret we decided to move away from John Lewis broadband, which we didn't, so I had to chase those emails up as well and turned out it was just because we were switching between different packages. Then, we finally got our Fibre broadband and all was good until the first month charge notification came through - the deal was that the first three months were free, yet I was being charged full price! Now I ring John Lewis to find out the cost of cancelling the contract, and since the service been so poorly I asked if there was any discount they could give on cancellation fee they said no.
So bottom line - think carefully before you switch to John Lewis. It's been a nightmare for us.
  • Satisfaction
    3 stars
  • Customer Service
    2 stars
  • Speed
    4 stars
  • Reliability
    4 stars
John Lewis Broadband  
Basically a good service but not very savvy regarding the 20gB limit. On the one occasion when I unknowingly (visiting Grandson) exceeded the limit the first I knew was when it virtually stopped working. No warning at all and the reason why only became clear when I contacted them. Room for improvement here I think.
  • Satisfaction
    4 stars
  • Customer Service
    3 stars
  • Speed
    2 stars
  • Reliability
    4 stars
East Sussex John Lewis Broadband  
good service with problems
never more than 5mb
fairly reliable
  • Satisfaction
    3 stars
  • Customer Service
    4 stars
  • Speed
    2 stars
  • Reliability
    4 stars
Scotter Common John Lewis Broadband  
Swapped from plusnet to John Lewis to save £10 per month.The process was painless. The new connection is more stable and faster, which is odd as JL broadband is actually provided by Plusnet, or so I'm told. The regular dropouts in service have stopped and it is usable after 16:00 on a week day, something the Plusnet wasn't so good at. Overall, its not bad. I wonder if the improvement is due to the router being replaced from an old BT Hub3(that is not a mistake, I was using a BT hub on the Plusnet service) to the JL one, although it has the same specifications? Speed is hovering around 10MB
  • Satisfaction
    3 stars
  • Customer Service
    4 stars
  • Speed
    3 stars
  • Reliability
    3 stars
Bursledon John Lewis Broadband  
I couldn't gain access to the internet all day yesterday and was unable to get an answer from the service team between 8 am and 11pm- at one point I held on for 40 minutes listening to tasteless crap music and a useless message telling me that I didn't have to phone in as it was possible to fix most of my problems online! I called the service team at 6 am this morning and finally got an answer - I was told that JL mainframe had reset my router's code and that I had to reboot it - I was told how to do this and ten minutes later normal service was resumed! Later I discovered that the JL website had crashed owing to Black Friday demand. Are JL trying to do too much with too little equipment? I gather from other websites that there have been problems with the JL website for at least two years. If the JL broadband service does crash again would it be asking too much for JL to put a recorded message on the helpline explaining what the problem is instead of leaving customers to wonder for 24 hours what on earth is going on?
  • Satisfaction
    3 stars
  • Customer Service
    2 stars
  • Speed
    4 stars
  • Reliability
    4 stars
Hampshire John Lewis Broadband  
I signed up with a half price offer for 3 months and was charged full price (refunded after a complaint).
When broadband went down I was told they can no longer check the fault, it has to be sent to the faults team who could take 72 hours. It was resolved but took 24 hours. Took 4.5 and 9 minutes to answer phone but was a UK agent. The router needs resetting about once a week
  • Satisfaction
    3 stars
  • Customer Service
    3 stars
  • Speed
    4 stars
  • Reliability
    3 stars
Staffordshire John Lewis Broadband  
A reliable service but not worth the money charged
  • Satisfaction
    3 stars
  • Customer Service
    4 stars
  • Speed
    2 stars
  • Reliability
    4 stars
Gainsborough John Lewis Broadband  
been with john-lewis broardband and phone, had a lot of trouble the dial tone was there when dialling out. eventually got sorted after 3 engineers, no communication from the company to the engineers, had to relate the problem each time, then show them what was happening each time. just found out the bullgaurd internet security last a month so have to take it out then reinstall it each month while subscribing to john-Lewis, they don't tell you that. problems for them to take direct debit out , had to end up paying them by card, have got assurance from them that this will not happen again. on the whole would not recommend this service
  • Satisfaction
    2 stars
  • Customer Service
    4 stars
  • Speed
    4 stars
  • Reliability
    3 stars
kings lynn John Lewis Broadband  
John Lewis is great at what they do. If you call them you get a real person speaking english, they are helpful. The problem is the service is via plusnet using BT. If your speed is slow then it would be no better with another supplier. what you get is cheaper service and great customer service. If BT sorted out the issues with the cables then most of these reviews would be better.
  • Satisfaction
    5 stars
  • Customer Service
    5 stars
  • Speed
    1 star
  • Reliability
    2 stars
Barnstaple John Lewis Broadband  
Cancelled TalkTalk and the JL router didn't work so no internet for 6 days. Lost £kkk's in business and they gave £10 compensation.
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    5 stars
  • Reliability
    5 stars
Tiverton John Lewis Broadband  
Just about fed up with John Lewis,keep saying they Can't take our direct debit,the money is always there.Last time we hadtopay late fee +pay over phone it was there new system.Now what is it,spelt something wrong I suppose
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    5 stars
  • Reliability
    5 stars
Kent John Lewis Broadband  
Customer Service?
Simply hopeless!
  • Satisfaction
    3 stars
  • Customer Service
    1 star
  • Speed
    5 stars
Buckinghamshire John Lewis Broadband  
The John Lewis broadband service is provided by Plusnet. My experience as a Plusnet customer is much the same as other reviews, i.e. nice enough people but a bit hopeless. On the positive side once they get the service up and running it is quite good.
The big problem is that when you contact John Lewis Broadband, you are actually speaking to Plusnet. There is a massive gap in the very high standards of John Lewis and the rather amateur/poor service from Plusnet.
John Lewis need to sort them out otherwise people will think that it is them providing a shoddy customer service.
  • Satisfaction
    3 stars
  • Customer Service
    3 stars
  • Speed
    3 stars
  • Reliability
    3 stars
Ilkley, West Yorkshire John Lewis Broadband  
PLease be warned! I took this contract on the back of the John Lewis name and reputation.Within 1 week of my contract they informed me of a price increase - the offer is just a hook!
They then, when I cancelled, decided I owed them over £90.00 for the privilage of being conned!! - beware and do not touch this offer, it is not real or sincere. Customer services will be rude and dismissive.m Worst broadband experience of my life!!!!!
PLEASE AVOID AT ALL COST.
  • Reliability
    3 stars
North Yorkshire John Lewis Broadband  
No customer service staff have no upper management for you to escalate any problems Plusnet advertising customer service won't let you down!
DON'T BELIEVE IT
Problems are just repeated 48 hours before update 48 hours for next update 3 weeks still awaiting for it to work!!!!!
  • Speed
    3 stars
  • Reliability
    3 stars
John Lewis Broadband  
Customer service is very hit & miss...more so miss. Entered a fix price 12 month contract which some months ago increased by £3.15 per month. We also asked for VAT receipts to be e-mailed to be told that it was not possible & that we were not registered as a company but we are a company & DD comes out of a company account. Got absolutely nowhere with numerous telephone calls & despite being told that the contract price was fixed no refund has been forthcoming & John Lewis are still debiting the increased amount.Initial set up was fine but ongoing service is totally unsatisfactory.
  • Satisfaction
    2 stars
  • Customer Service
    2 stars
  • Speed
    3 stars
  • Reliability
    5 stars
Shropshire John Lewis Broadband  
Joined in June, all ok with BB but they changed my phone number after assuring me it would stay the same.This was rectified after a week and I was told I would receive an account credit. Since then no bills produced and no payments taken from my account. No info on their website and no response to my online enquiry. Very poor and disappointing.
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    5 stars
  • Reliability
    5 stars
Burnley John Lewis Broadband  
Broadband has generally been slow, with many more dropped connections than might be expected. The email provision is poor most of the time: for example, attempts at replying to emails received usually result in being taken offline, as is often the case when trying to move emails from one folder to another. At the moment, the provision is very poor to bad: since the 28th November, it has often been unavailable.
  • Satisfaction
    3 stars
  • Customer Service
    4 stars
  • Speed
    2 stars
  • Reliability
    3 stars
Anglesey John Lewis Broadband  
Nothing wrong with the Broadband supplied ! Its pretty good. But they encourage you to contact them by online Query form , that says they will reply in 24 hours , But they don't , 5 days and counting !
  • Satisfaction
    3 stars
  • Customer Service
    1 star
  • Speed
    4 stars
  • Reliability
    4 stars
Faversham John Lewis Broadband  
A neighbour who likes the "john Lewis" brand asked
me to help them transfer from Plusnet to John-Lewis. Of-course, these are the same networks, and in fact the only difference appears to be the fronting web page(s). After 1 month on the "all calls included" package a bot at 2am one morning (or some backend piece of junk automation) switched them OFF this package; the neighbour - not a
regular user of the Internet - didn't realise, until they were cut off one weekend. On ringing CS they were informed that 2 months of call
credit has been exceeded (2 x £50 +VAT) and that this would have to be paid for the line to be re-enabled. Things went downhill from there until I wrote a LETTER explaining what had happened and got a reply saying that "a system had not correctly migrated the person's account from PN to
JN"; lots of apologies (no compensation); I guess not many people move from PN to JL.
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    5 stars
  • Reliability
    5 stars
South John Lewis Broadband  
I moved to John Lewis broadband from Plusnet to take advantage of their first year discount. They transferred me three weeks before the agreed date, (and before my Plusnet contract had ended), and have double charge me for my first month. I have tried to contact them using their website for over a week ( as I didn't want to wait half an hour on the phone) and despite claiming a 24 hour response time have received none. I even logged a complaint about poor service and have received no reply. Like other users, I am amazed that John Lewis have compromised their brand name with such poor quality service.
  • Satisfaction
    3 stars
  • Customer Service
    1 star
  • Speed
    4 stars
  • Reliability
    4 stars
Somerset John Lewis Broadband  
Shambolic. Initially told old number would be automatically switched. On switchover day the number had been changed and had to request old number, first told it would be 24hrs then emailed saying it would be 2 weeks !
  • Speed
    3 stars
  • Reliability
    3 stars
London John Lewis Broadband  
Email: about to abandon long-cherished @waitrose for following reasons:-
Have to say there is a sickening sense of recognition, reading the reviews: email today, as Sunday: 'Service Unavailable'.
Leading up to this, loading email increasingly sensitive (if I move onto other window, it 'times out' out of pique!). Deleting one item at a time is incredibly time-consuming; worse, is accessing older pages - which I have painstakingly cleaned of any mails over 50kb - times out, dawdles, has to be refreshed.
The whole system is plainly overstretched and breaking.
  • Satisfaction
    3 stars
  • Customer Service
    5 stars
  • Speed
    3 stars
  • Reliability
    1 star
Bristol John Lewis Broadband  
fairly reliable but slow
  • Satisfaction
    3 stars
  • Customer Service
    4 stars
  • Speed
    1 star
  • Reliability
    4 stars
Coxley John Lewis Broadband  
Email has got worse you only have 100mb of space on their server which means if a couple of people send you some photos it gets filled and your emails are bounced back. They refuse to increase the space available and recently their customer service has got worse and slower, still waiting for someone to ring me back to discuss the issues. Cheaper doesn't mean as good so I will have to go back to BT as Plusnet provide the JL service.
  • Satisfaction
    2 stars
  • Customer Service
    1 star
  • Speed
    4 stars
  • Reliability
    4 stars
Wiltshire John Lewis Broadband  
Customer service is what lets them down. It's quite different from what you expect at John Lewis- I suppose thats because it is actually being provided by Plusnet, who are part of BT, The worst problem I have is that they have double billed me for the first month's service, and seem incapable of sorting it out. Now I am being chased and threatened with service reduction (!) for an amount I already paid when I placed the original order. As noted by others, you spend ages listening to music on hold, but if you contact them on their messaging service nothing much happens.
  • Satisfaction
    3 stars
  • Customer Service
    1 star
  • Speed
    3 stars
  • Reliability
    4 stars
Hampshire John Lewis Broadband  
John Lewis says it cannot take payment from my direct debit from which they have been taking payment for ages! My bank confirms that the direct debit is active and that there are no problems on my account. John Lewis say “ pay within 14 days or else!” They will not accept an email from me and whe I finally got through on the phone after 15 minutes of music the said they would take paynent over the phone. But when they tried they said that they can’t because nothing is owing! Offered to transfer me to accounts, but there was a 25 minutes waiting time! Service? Here is an IT service that can’t even sort themselves out. They know that I will have to put up with it because I don’ want to change my email address.
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    5 stars
  • Reliability
    4 stars
Ottery st Mary John Lewis Broadband  
So disappointed, customer support seem to be trying, 9 queries logged now, no action taken, their website is not fit for purpose, only shows grey page when looking for itemised landline calls, they have to send me hard copy of same before I'm prepared to pay them, cancelled my 12 month contract with them(what a performance!),so disappointed.
  • Satisfaction
    2 stars
  • Customer Service
    1 star
  • Speed
    4 stars
  • Reliability
    4 stars
Builth Wells John Lewis Broadband  
the speed and reliability is as good as anyone elses here. I went with john Lewis because they were the only provider who didn't charge a premium for providing a second class service to a rural area then 3 months in the price went up. Won't be remewing the contract for that alone. There were also problems with the initial installation, which to their credit they did solve promptly.
  • Satisfaction
    2 stars
  • Customer Service
    3 stars
  • Speed
    3 stars
  • Reliability
    3 stars
Machynlleth John Lewis Broadband  

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The reviews published on this page are those of the individual authors who have warrantied that they abide by our review guidelines. Reviews are not the opinion of Broadband.co.uk.

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