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
    2.7 stars
  • Customer Service
    3.1 stars
  • Speed
    2.5 stars
  • Reliability
    2.7 stars

Based on 395 customer ratings since 2019-09-24 (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.

684 Customer Reviews for John Lewis Broadband

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Reviewer Location Reviewing Date Ratings
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  
Signed up so I would be able to work from him as soon as I had moved in. Was told I would be called regarding my complaint. Never was. It turns out they didn’t put the order through so lost £££ in buisness. As way of compensation I was offered 2months free internet but still paying line rental (so about £6 off) very annoyed. Internet isn’t even reliable or strong. Wish I could get out of this now but can’t.
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    2 stars
  • Reliability
    2 stars
Taunton John Lewis Broadband  
When I moved house I called JL to take the boradband to the new address. 2 weeks later I was expecting it to be working. When it wasn't I called to find out why only to be told the order had not been put through their system. I was told someone would call me to rectify this - they did not and when I called back to try and re-order the broadband package, I spoke to someone who was very patronising and not at all apologetic. I gave up and signed up with someone else as I felt the experience had been so poor.
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    4 stars
  • Reliability
    4 stars
Canterbury John Lewis Broadband  
Have been a customer for phone/broadband for a few years with no problems. However, this all changed when I tried to upgrade my connection to fibre. Placed my order on 3rd June and as of today, (25th June)I have, at the moment no internet whatsoever. It is too painful to re-live the problems here but briefly, after activation, (which was late due to the order being incorrectly cancelled at their end|), my speed dropped from 1.7 mgps (ordinary broadband) to 0.4 mgps, ('fast fibre'). I have contacted John Lewis every day for the past 3 weeks; I have always been the one who has needed to be pro-active otherwise we wouldn't have even got this far. As we all know, John Lewis ride on the back of PLusnet, who are currently doing all they can to trash the brand. My only hope is that this continues for another week or so and my contract will become cancellable due to their inability to provide the promised product.
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    1 star
Halesworth John Lewis Broadband  
Still waiting for connection JL have no effective communication links with BT who supply the infrastructure service and as a key worker moving home I needed my BB ASAP to maintain my NHS role during my 1st week off since COVID -19 . A request by JL to BT to expedite my connection was made but declined as I had a live service ... live meaning the previous owner had a connection but not one I could ever use or access so I actual fact very dead ( sounds very much like a Monty Python sketch) Now after 2 weeks I’m still waiting for my BB as they also forgot to send out the router.
This was the only utility I had any problems with during my move and not only very inconvenient but time consuming meant where I should have been able to work from home whilst getting straight I couldn’t . Ever hopeful of one day getting a connection but STILL WAITING.......
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    1 star
Worcester Park 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  
Never had any issues with speed or connection. Got a free google home mini for joining. Some small issues setting up due to disconnect in processes: open reach don’t leave until it is working, but JL said they don’t activate until they’ve left and marked it done. Called up JL and got open reach to speak to them. They raised the price a few pounds after around 6 months which was annoying. And it gives you the option to change payment details online but it didn’t work so I connected JL and they said it can’t be done online.
  • Satisfaction
    4 stars
  • Customer Service
    3 stars
  • Speed
    5 stars
  • Reliability
    5 stars
Plymouth John Lewis Broadband  
AVOID IF YOU CAN!! I have tried to set up a fibre installation with them. We agreed on a date for the engineer to come (within 5 days) but suddenly decided to change the visit up to 2 weeks later (without asking me for permission). This is completely unprofessional. I called them back and they tried to explain it with the National situation. Well we all understand what is happening with the virus at the moment So just tell me the truth from the beginning don’t lie to me. How can I trust a company who lies. They are 100% unreliable. The only positive thing is that I could cancel my account as quick as I created it.
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    1 star
London John Lewis Broadband  
How this company has a license to even advertise broadband is beyond me .
When I first set up my connection well in advance they couldn't even get that right. After being lied to numerous times telling me I am connected which was simply not true. When calling the so called customer services to find out why my connection hadn't happened I was just palmed of with a load of jargon of technical rubbish. Also without being rude or shouting they will just simply hang up on you when they can't give you a reasonable answer.
Thankfully out of contract with them and never to return. I would advise anyone looking for a reputable Broadband supplier never sign up with John Lewis.
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    2 stars
  • Reliability
    3 stars
Ashington 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  

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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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