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 stars
  • Speed
    2.5 stars
  • Reliability
    2.7 stars

Based on 385 customer ratings since 2019-10-27 (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.

695 Customer Reviews for John Lewis Broadband

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Reviewer Location Reviewing Date Ratings
Had JL broadband for a year. Broadband was extremely slow in the evening towards end of contract. Customer service was good when I needed to contact them about technical problems. However the billing department is inept. My final bill was vague, so I asked for an itemised bill so I could see what I was paying for. After six weeks I'm still waiting despite numerous reminders. Rather than provide the information they passed the bill to a collection agency. Promised phone calls but they never call. Overall I would avoid.
  • Satisfaction
    2 stars
  • Customer Service
    1 star
  • Speed
    3 stars
  • Reliability
    3 stars
Caithness John Lewis Broadband  
Any company that increases its prices mid contract - whilst offering new customers a lower price is not worthy of my business. Very very disappointed that mediocre re branded plusnet is not what I expect from JL. If you phone they will cancel tithe contract and you are free to leave instead of paying the increase (whilst still in contract )
  • Satisfaction
    1 star
  • Customer Service
    5 stars
  • Speed
    1 star
  • Reliability
    2 stars
North England John Lewis Broadband  
I agree with previous comments, John Lewis should break their association with Plusnet. The customer service is DIABOLICAL absolutely not what one is used to with John Lewis. The call handlers are rude, surly and ignorant. Avoid at all costs
  • Satisfaction
    3 stars
  • Customer Service
    1 star
  • Speed
    3 stars
  • Reliability
    2 stars
Retford John Lewis Broadband  
Broadband as supplied was fine and as expected. No issues during the initial 12 months. But once out of contract the price rose by 25% so I looked elsewhere. Found a much cheaper provider and moved. Noticed several months later that no refund had been made on the last months overpayment. Had to check bank statements, find my old broadband account details etc. Rang up Plusnet, the JL provider and was given some half baked tale about why the money hadn’t come through. A cheque has now been received. I urge all leavers to check they have had any monies due. JL distances themselves from the problem. JL clearly Happy to take Plusnets cash for the name association, but not willing to take the flack from the same association. Shame on JL. I expect nothing better from Plusnet.
  • Satisfaction
    2 stars
  • Customer Service
    1 star
  • Speed
    3 stars
  • Reliability
    3 stars
Carnforth John Lewis Broadband  
Very disappointed with the pathetic speed and the extortionate price... Paid over £40 just for broadband and the speeds rarely got to 20mb... The worst ISP I have used to date and that's going something
  • Satisfaction
    2 stars
  • Customer Service
    4 stars
  • Speed
    1 star
  • Reliability
    2 stars
Telford John Lewis Broadband  
the worst customer service i have ever experienced
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    4 stars
  • Reliability
    3 stars
worcestershire John Lewis Broadband  
Dreadful customer service: "we are experiencing a higher than expected number of calls" every time. If it's all the time, how can it be unexpected?
Emails go unanswered. Dreadful service. Avoid.
  • Satisfaction
    2 stars
  • Customer Service
    1 star
  • Speed
    2 stars
  • Reliability
    4 stars
Mawsley Kettering John Lewis Broadband  
I have had a Waitrose email address for many, many years. There was no problem until JL used PlusNet and instead of a Waitrose webmail site I was directed to the webmail John Lewis broadband page/site. On the previous Waitrose webmail (intuitive interface) I could easily delete emails from my inbox to free up space. This has been impossible with the new site. At present I have had no incoming mail for four days, the webmail shows almost 2,000 messages and 100% full. Three calls to 'support' and an email and still no action or reply. As soon as this is sorted I am going to change provider.
This is not up to John Lewis standards and very disappointing.
  • Satisfaction
    1 star
  • Customer Service
    3 stars
  • Speed
    3 stars
  • Reliability
    2 stars
Lonson John Lewis Broadband  
Worst customer service I have ever come across, nice people who do nothing. My experience was leaving due to a price rise which was allowed under their terms and then being chased for the early leaving fee to the point of them using a debt collection agency, this is despite 8 calls to customer service who entered the details on the system. Useless.
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    4 stars
  • Reliability
    3 stars
Uk John Lewis Broadband  
The customer service provided by John Lewis broadband is abysmal,you wait for a long time for anybody to answer who then direct you to somebody else so you wait until they answer.
  • Satisfaction
    2 stars
  • Customer Service
    1 star
  • Speed
    3 stars
  • Reliability
    3 stars
Gwent John Lewis Broadband  
I would strongly recommend that anyone thinking of joining John Lewis Broadband read all reviews for Plus Net , because that is who you will be dealing with !! I have had all sorts of customer service problems in the 3 months since I signed up with them. John Lewis PLC don't want to know about the problems and simply referred me to the customer service dept which is run by Plus Net ! They have shown total incompetence in setting up a simple direct debit and simply accused me, incorrectly ,of cancelling it. I have printed off 100 pages of communications with them and wasted days trying to make a payment to them. Their systems to pay online do not work and it is a joke trying to get through on the phone unless you have hours to wait on hold. I left talktalk just before their latest problems and feel I jumped from the frying pan into the fire!! The more I investigate ISP's , the more I realise how shambolic they all are.
  • Satisfaction
    2 stars
  • Customer Service
    1 star
  • Speed
    3 stars
  • Reliability
    3 stars
u.k. John Lewis Broadband  
We have had no phone or broadband for over three weeks and just been told not likely to get it back before next week.. I tried to report it on March 6th by phone, but was advised of 45 minute wait, so did it online. No response, so managed to get through on phone on March 8th. No one had looked at my message. Openreach came and said it was an underground job. 3 days later underground engineer came and said digging was needed.On March 17th JL phoned and said it would not be repaired until April 11th, because of 'complex issues'. Since then I have been trying to get JL to do something, but all I get is complacency, excuses and platitudes. Yesterday the digging was finally done, but still no service, and the next review date is April 3rd, a whole month since I first reported the issue.
We are forever been told that we live in the world's greatest city, but it takes JL a month to repair a phone line.
  • Satisfaction
    2 stars
  • Customer Service
    1 star
  • Speed
    3 stars
  • Reliability
    3 stars
London John Lewis Broadband  
Terrible broadband, goes down at random points throughout the day and always at 7.30 pm.but what is worst about it is that it will show as being up and available on the router but will not connect to a website. Then there aaaare the time that it will connect and disconnect over and over in the space of an hour basically not letting you do anything
2 good things to say
You will get a good email address and customer service is great and know how bad the service is
  • Satisfaction
    2 stars
  • Customer Service
    4 stars
  • Speed
    1 star
  • Reliability
    2 stars
Farnham John Lewis Broadband  
Moved from Plusnet to John Lewis (uses Plusnet network), no child safeguard from ISP as with Plusnet so you will have to set up separate app on all home devices. Can't change call features at the moment as something is stuck in the system 3 weeks after switchover. Order was originally cancelled but no-one knew why. Phone and broadband moved late days apart and only after I called to check progress. Assume network is run by one man and his dog in a shed.
  • Satisfaction
    2 stars
  • Customer Service
    2 stars
  • Speed
    2 stars
  • Reliability
    3 stars
London John Lewis Broadband  
After the initial deal, got very expensive. Switched broadband provider, then went on hols, only to discover that they had closed the email account down very swiftly, which cannot be reinstated, which is a problem for an easyJet booking as they only use the original email. Apparently unable to reinstate webmail or anything (I am absolutely sure they could if they wanted to). Very peeved.
  • Satisfaction
    2 stars
  • Customer Service
    1 star
  • Speed
    2 stars
  • Reliability
    4 stars
Romsey 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  
John Lewis might have made a terrible mistake
using a Third party to use their name - TERRIBLE CUSTOMER SERVICE - NOT FIT FOR PURPOSE
LOOK ELSEWHERE
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    4 stars
  • Reliability
    3 stars
Reading John Lewis Broadband  
Awful! Polite staff who don't know what they are doing. They assured me I would keep my own phone number, then when the change over happened advised me of my NEW number!!! They don't seem able to get my number back, different advice from three staff I have spoken to about it. One said he is on holiday soon but will see if he can get someone else to chase it!! My new router didn't work, after three phone calls I got nowhere and then fixed it myself by experimenting with the settings. The username and password were missing! Each time you phone technical help you are on hold for 45 mins each time being forced to listen to insanely bad music, although sales answer straight away!! PLEASE GO ANYWHERE ELSE BUT NOT JOHN LEWIS!!
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    5 stars
  • Reliability
    2 stars
Herne Bay John Lewis Broadband  
Since abandoning the previous Waitrose and JL email/webmail servers, the emails are now painfully slow to load, delete and refreash. Indeed earlier today in 'timed out' before competing the intray loading! I suspect we are paying high fees to ride on the back of the systems servicing JL online sales and stores management/resupply systems. Meanwhile, online banking, google etc are still very slick indicating that it is the JL email provider's servers which can't cope. JL WEBMAIL quality is a joke!
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    3 stars
  • Reliability
    3 stars
Princes Risborough John Lewis Broadband  
Well it was a fiasco from start to finish; huge delay of over a month to get service transfered from Plusnet. Useless initial compensation- I had to complain even to get a cordial response....staff were quite rude intially.
Then they up the price and I cancel and move (to Zen) and Im told that there will be no early cancellation fee. Im sent letters sayingthere will be and reassured again that there wont that my account is paid up.
Then I get a bill with cancellation fees... I direct them to earlier correspondence and they say it is a mistake, but they cant credit my account I will have to ring back once the cancelled dd bounces back and debt collection has started (I will get an email). Then when I ring again)they will cancel the charge apparently. He apologised for their system- as well he should!
Im not sure Im out of the woods with it yet though- they probably still have room to mess up again.
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    3 stars
  • Reliability
    3 stars
Scotland John Lewis Broadband  
12 month contract is a total con. Advertised as £20 per month and then immediately after first payment made the rate went up to £23.97...apparently it is ok because T&Cs say prices can go up. Also very slow and unreliable. Would not recommend to anyone.
  • Satisfaction
    1 star
  • Customer Service
    3 stars
  • Speed
    2 stars
  • Reliability
    2 stars
Staffordshire John Lewis Broadband  
Still in the process of getting connected. Just received an email referring to 'my Query' (plus ref number) re have I received my router ?. I didn't submit a query - turns out 'my' query was generated by them. The email then asks me to confirm receipt 'by replying to this message'. Two lines down it says 'We're happy to hear from you, but instead of replying to this email please use "Contact us"' (with a link elsewhere.)

One minute later I receive another email saying that since they are unable to answer my Contact Us Query it is now on hold for 3 days.

Like something out of Kafka. The Tech lad I phoned was blissfully unconcerned.

Do John Lewis know their hard earned reputation is going down the toilet, as a result of this ill-advised diversification and the use of third party provider ?
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    3 stars
  • Reliability
    3 stars
Lochinver, Sutherland John Lewis Broadband  
What has gone wrong at JL broadband. I have had a @waitrose.com account for a number of years without too many problems and whatever problems were encountered were usually solved at the time by the whoever took the call. I was not receiving e-mails due to my Inbox being full. I have had four phone calls to JL but it transpires only a trained technician can resolve this. I was originally told it would take two to three days before they could look at the situation and now on the forth day I am told it will be five days. Just how much have JL cut back. How many complaints must they have when it takes 5 days to look at let alone solve a problem This is not the service we axpect or pay for from John Lewis. Cut back on customer service and you cut back on customers.
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    3 stars
  • Reliability
    3 stars
OX394DP 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  
CONSISTENTLY GETTING SLOWER AND SLOWER, FOR EVER LOSING CONNECTION, REALLY HAS TO BE THE SLOWEST I HAVE HAD SINCE DIAL UP. REALLY DISAPPOINTED WITH THIS PROVIDER, BE GLAD WHEN THE CONTRACT IS UP,
  • Satisfaction
    2 stars
  • Customer Service
    3 stars
  • Reliability
    1 star
BALA John Lewis Broadband  
Broadband has been hopeless, whenever tested it's just ok but so slow most of time and Alexa devices can't work properly
  • Satisfaction
    3 stars
  • Customer Service
    3 stars
  • Speed
    1 star
  • Reliability
    1 star
Shropshire John Lewis Broadband  
As a longtime customer of all things "John Lewis"I thought JL Broadband would be a good bet. But customer service is DREADFUL! They failed to get my service up and running on the first two attempts, having to start the order all over again each time. Both times I was offered a free month on my contract. When the service finally got up and running, JL Broadband denied that any compensation for the delays and for the hours I spent on the phone was ever offered to me. But as a "gesture of goodwill" I was offered £7 off my next bill. Now I'm locked into the contract and can't vote with my feet until it ends. AVOID this company if you care about customer service.
  • Satisfaction
    2 stars
  • Customer Service
    1 star
  • Speed
    2 stars
  • Reliability
    3 stars
Scotland John Lewis Broadband  
Absolutely appalling customer service from a company that boasts of its reputation in dealing with customers. I suggest that they may wish to review there partnership with Plusnet or lose loyal customers. I will never again shop with John Lewis in any respects.A shame after 20 years. Reputations are quickly lost.
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    3 stars
  • Reliability
    3 stars
Devon John Lewis Broadband  
Don't touch them with a bargepole. The most unreasonable and unhelpful company I've had the displeasure to deal with. I ended up pulling out just before the cooling off period finished and even then they made things difficult and wouldn't acknowledge my request and tried to direct debit money from my account.

You have been warned.
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    3 stars
  • Reliability
    3 stars
Warwick John Lewis Broadband  
The actual broadband service is not too bad for the money. I just find them a pain to deal with through customer services. I simply want a vat invoice or vat number but they keep fobbing me off saying I don't need one as i'm a private customer. I'm self employed and pay VAT? This is simply BS. Anyone can ask for a VAT invoice at any retailers in the country. I just wonder if there's a VAT fiddle going on here? .. and we can trust corporates to pay all their taxes cant we?
  • Satisfaction
    3 stars
  • Customer Service
    1 star
  • Speed
    2 stars
  • Reliability
    2 stars
Leicestershire John Lewis Broadband  
The webmail service is appalling; its rarely functioning and when it is, it is so slow as to be unusable. Some days you can't get into it all. Their technical support is execrable, and aims only to blame your IT system, and their customer service is non existant.
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    3 stars
  • Reliability
    3 stars
Bedford John Lewis Broadband  
When I moved house I decided to switch from sky to John Lewis Broadband Service based on the Which review. It has been an abysmal experience of customer service. It takes about 30-40 minutes to get through to them by telephone. Unfortunately the online query service doesn't seem to really work in the way it should in that my queries just languished with key parts of the message being ignored. I only managed to get results when I rang through to John Lewis complaints department and stressed that I had got nowhere with them and it was they who chased the query. If I had not have done that I have no idea who I would have ever got the problem resolved! I would never recommend.
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    3 stars
  • Reliability
    3 stars
Cardiff John Lewis Broadband  
Dreadful. I was with them for 1 year without trouble. Went away for 6 months visiting a sick relative abroad. Direct debits taken monthly.
Returned home to everything dead.
Connected but no broadband as I was connected to Sky at the exchange (mis-jumpered).
The Openreach guy ripped the master socket off my interior wall, damaging the cables. 2 more visits to get it fixed. BT Openreach very sorry.
JL then try to charge me £50 for the visits. Hours phoning them, always promising a manager would ring back. Never happened.
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    3 stars
  • Reliability
    3 stars
goole John Lewis Broadband  
Moved home and everything from then on went wrong with our phone and broadband account. Was text to say our account was broken and they couldn't bill us, their mistake, we're told need to set it all up again, bank details etc. Had to have change of phone number. I agreed to do new account on line they then made another error and inadvertently cancelled our broadband service on the new account. We were without broadband for 3 days. Told to sort out problem, reinstate everything, we would have to set up another new account! Forget it, it's been an absolute nightmare and overall stressful experience, all errors on their part the cause of it. I would not recommend this company at all.
  • Customer Service
    2 stars
Norfolk John Lewis Broadband  
Not a great start to switch to john lewis, they still have not despatched my router and it has gone a day past switch over time, credit to customer care for trying to use my existing router , but it seems this was locked by bt, so in effect could not be used, so now i will be left with no internet for who knows how many days ???, running a internet based business this could be disastrous for my new business,
so really not one bit happy,
  • Satisfaction
    1 star
  • Customer Service
    3 stars
bala John Lewis Broadband  
John Lewis broadband is a complete con. John Lewis allows Plusnet to use its brand name and you buy a package from Plusnet at an inflated price. Everyone you deal with on the phone works for plusnet and there are no John Lewis employees involved in it. Even if you complain to John Lewis head office about the terrible service, they simply refer you back to Plusnet
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    3 stars
  • Reliability
    3 stars
Somerset John Lewis Broadband  
To quote their website "We'll answer you within 24 hours during our operating hours."

Not a chance. I've been waiting for 13 days now. I've even raised another query, quoting the original query number. That was on Friday. It's Monday now and nothing yet. Avoid.
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    3 stars
  • Reliability
    3 stars
Hereford John Lewis Broadband  
DO NOT SWITCH TO JL. THEY DIDN'T TELL US WHEN WE WOULD BE SWITCHED OVER, THE ROUTER DIDNT ARIVE AND WE WERE WITHOUT TELEPHONE AND INTERNET FOR A WEEK. IT WAS ONE MESS UP AFTER ANOTHER AND 2 MONTHS LATER THE PHONE STILL DOESNT WORK. I HAVE NOW GIVEN UP CALLING THEM AND WILL LEAVE THEM ASAP. CUSTOMER SERVICES ARE SIMPLY DREADFUL. I MOVED FROM SKY BECAUSE THEY WERE SO BAD AND NOW WISH I HADNT !!!!!
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    3 stars
  • Reliability
    3 stars
nottingham John Lewis Broadband  
Not as bad as Talk Talk, but only just.

I got given three different dates for connection after I signed up to a contract, eventually it took 5 weeks to get the service up and running.

They put my address down wrong on the bills and say that it cannot be corrected. I need various utility bills to confirm my identity, address etc. their ones are useless.

Every time the phone rings the broadband connection cuts out for a few minutes. Customer service have given me three different explanations for this, all of them my fault and none of them correct.

As has been said before the staff are mostly polite, but useless and unable to actually address any problems you pose them. I know good manners can get you a long way but this is taking the mick.

Stupidly I did actually believe that John Lewis would care enough about their reputation to ensure that any service carrying their name would be among the best out there. How wrong I was. I never have shopped at John Lewis, I can't afford to, but even if I could I wouldn't, not now.
  • Satisfaction
    2 stars
  • Customer Service
    2 stars
  • Speed
    2 stars
Cornwall John Lewis Broadband  
First day of use absolute disaster. Automatic set up didn’t work and told to use Android phone or windows. We do not have either of these using iPhone and Apple software. Was told to download Firefox that didn’t work either. Have cancelled and will return to BT. JL has promised our deposit back. Watch this space
  • Customer Service
    2 stars
Brekshire 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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