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
I have left JL because they were unable to solve my internet problem and I was without a connection for a month. Their efficiency, customer care and manners are appalling. I had been with them for 11 years. I was accused of forgetting my password, even though I changed it with their supervision several times. One insulting person asked me, patronisingly if there was anyone else in the house who could help me. I have used the internet since it began, including in my job in Media. Before deciding to move to Zen I researched though 'Which' who were the most reliable suppliers. JL come pretty far down the list. No one at JL knew how to solve the problem. It started with an outage in their accounts department when payments were not taken with DD. I am going to write to their MD Paula Nickolds but I doubt she or anyone else will reply.
  • Satisfaction
    2 stars
  • Customer Service
    1 star
  • Speed
    3 stars
  • Reliability
    2 stars
West London John Lewis Broadband  
Moved from BT but so sorry now.
Always dropping so quite useless for TV streaming.

Stay well away
  • Satisfaction
    2 stars
  • Customer Service
    1 star
  • Speed
    4 stars
  • Reliability
    1 star
Cheshire John Lewis Broadband  
Please do not take up the current offer with John Lewis which alleges to include £40 gift voucher, they never send the same and when query they say not added to your account. Their speed is terrible only joined less than 3 weeks ago. Avoid avoid avoid
  • Speed
    2 stars
  • Reliability
    2 stars
London John Lewis Broadband  
Changed to JL after reading Which review. Wish I had stayed with BT. Even though their customer service is abysmal and pricey at least their broadband speed was reasonable. JL is dire. Don't switch!
  • Satisfaction
    2 stars
  • Customer Service
    2 stars
Ringwood John Lewis Broadband  
Like others on here I thought joining John Lewis broadband would ensure a good experience. Signed up and paid for first month Then got letter from BT telling me they’d relinquish the line at an entirely different date to what I’d agreed with John Lewis broadband. Then the games began. Queries went unanswered. Complaints get ignored. Because I haven’t actually been connected yet I can’t cancel but getting thru to anyone can help is impossible. Just been transferred to someone who can help and twenty minutes later still on hold. Don’t go there at all. The customer service is deplorable - I could swear the last person I spoke to was drunk , i do know the woman before that conversation couldn’t have cared a toss about the problem. Shocking. They’re worse than BT and that takes some doing!!
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    3 stars
  • Reliability
    3 stars
Pontefract John Lewis Broadband  
Why oh why has John Lewis used the terrible Plusnet to deliver their Broadband? I have just left Plusnet and now realise that JL use them. I get an email today increasing my monthly by 15% after JL PROMISED to keep my £20 a month the same for 12 months! Plusnet are underhand and a disgrace, they treat customers like dirt - JL break away from Plusnet as they will drag your name down into the mud!!!!
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    3 stars
  • Reliability
    3 stars
Hampshire John Lewis Broadband  
Switch over was easy and price was good, unfortunately broadband and WiFi is much slower and unreliable than BT, customer service told me it was a good speed?? Not happy product is not what they advertised after being a big John Lewis fan for years, really felt let down.
  • Satisfaction
    2 stars
  • Customer Service
    2 stars
  • Speed
    3 stars
  • Reliability
    1 star
Llanwrda John Lewis Broadband  
I ordered JL fibre broadband on 10 August and was told that my broadband would transfer from BT to JL on 24 August. 21 August arrived with no router and no notification that the router had been sent. I phoned JL customer service to be told that the automatic router ordering process had failed. Apparently this was a known problem and JL were working on it (in which case why did JL not put a manual fail-safe in place until the automatic process was fixed?) I was told that the router would be sent out immediately but that it would take up to 5 working days to arrive. That would have been four days after the transfer date and it would have meant a Bank Holiday weekend with no broadband. If a company screwed up this badly before the service even started, it didn't bode well for the future, so I cancelled the order. Customer service were efficient enough when I contracted them; but they seemed totally disinterested in the fact that their (or more likely Plusnet's) systems were so unreliable.
  • Satisfaction
    1 star
  • Customer Service
    3 stars
London John Lewis Broadband  
I got an agreed order from John Lewis on 8th of May. Just been told they couldnt transfer my number and will start the process from scratch again. I will have to wait another 2 weeks. All very nonchalant.

Asked to speak to manager. Was fobbed off twice.


This doesn't bode well.
So far unimpressed.
  • Satisfaction
    2 stars
  • Customer Service
    2 stars
London John Lewis Broadband  
I work from home - or rather, I did, until I signed up with John Lewis broadband. Now, I just spend my day on the phone to JL’s technical support line. It’s now my 42nd day without a broadband connection and there’s no sign of a resolution in sight. On the dozens of occasions when I've rung JL to find out what's going on - they never ring me, though once in a while I do get a completely irrelevant text - the customer service has been helpful and friendly, but absolutely useless at actually getting the service back. Reading between the lines, the problem is that JL have no power. BT Openreach owns and administers the lines, and if they can't be bothered to send an engineer, the line doesn't get fixed. There's a minimum ten-day wait time before Openreach will even consider a fault request, and twice so far no engineer has turned up. A couple of days ago JL offered me £25 in compensation, but the last monthly bill (for a service which I didn't receive) was for £45.06. It’s so bad it’s almost comical. Almost.
  • Customer Service
    2 stars
Herefordshire John Lewis Broadband  
Somewhat of a let down for the John Lewis brand....
The customer service is great when you talk to somebody - all the agents have been thoroughly helpful - however you need to call them far too often. The speed is ok sometimes but is frequently dropping to an unusable level. For fibre I'd strongly recommend going elsewhere and given our phone has had a line fault for the majority of the last 6 months I can't recommend the phone either. Overall: terrible.
  • Satisfaction
    2 stars
  • Customer Service
    4 stars
  • Speed
    1 star
  • Reliability
    1 star
London John Lewis Broadband  
It took nearly a month to get everything working, they just don't seem to know what they are doing half the time. Poor service and even a bad attitude at times.I will be switching at the first opportunity.

This is NOT the standard you would expect of John Lewis
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    3 stars
  • Reliability
    3 stars
Borders John Lewis Broadband  
SUPER FAST FIBER customer service nil,connection goes every morning,when it comes on again it is poor,contacted them,they replied back that if it was found to be my equipment or internal wiring,they would charge me £50,I have since found out they are PLUSNET who I was once a customer,left them because of there poor service,only to end up with them again under a different name ,stay clear youve been warned
  • Satisfaction
    2 stars
  • Customer Service
    2 stars
  • Speed
    1 star
  • Reliability
    3 stars
NEWPORT John Lewis Broadband  
Broadband speed is ok and generally it's reliable. Real issue is the email service. It's hit and miss as to whether it connects at all remotely - quite often times out (as it has just now). If you get in, it crashes time and again, so sending emails remotely means typing them in Word and copying and pasting, often repeatedly. Most recently, we weren't able to log in at all. Customer service couldn't tell us what was wrong as it was working at their end. Said would get back within 48 hours (!). Didn't. On chasing, my husband spoke with a very arrogant guy who came up with an unconvincing reason as to why it had happened but fixed the problem remotely - but not on the home pc! He claimed it was a Microsoft problem and "Waitrose" couldn't help. My husband (who knows little about IT) made a suggestion about adjusting the Waitrose setting. The guy dismissed it out of hand. End of call. My husband did what he'd suggested and it worked. Totally unacceptable to be without core email for two days and then not have a competent IT support service.
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    3 stars
  • Reliability
    3 stars
Nottinghamshire John Lewis Broadband  
Had I read these reviews before signing up to a John Lewis broadband and phone deal I would never have considered switching. My phone and broadband switch didn’t happen on the date quoted when I signed up - but did happen a few days later without a problem. I discovered - when I received an e-mail from relative concerned that they’d been leaving messages for me on a strange phone message system - that my switch had automatically added the 1571 answer phone system to my phone line - removing the answer machine I have on my phone. When I checked 1571, I discovered several messages from various people who’d been trying to contact me. I’d specifically checked before purchasing the JL package that this was an option I had to add myself. When I contacted JL customer services to ask that this option be removed from my phone line immediately, I received a response from customer services almost 2 weeks later advising that the 1571 service was automatically added to my phone line and could not be removed. When I quoted the relevant text about the 1571 service on the JL support pages - I had to add 1571 to my phone line if I wanted it - there was another 2 week delay in response from JL customer service, advising me that the 1571 service had now been removed from my phone line - but I needed to wait 24 hours for it to take effect. 48 hours later I still had the 1571 service. A further 10 days later, I was advised that BT open reach had to remove 1571 from the phone line and this had been requested. I finally do have the answer machine on my phone working again but am totally unimpressed with JL broadband and phone customer service and be finding another provider as soon as my contract expires.
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    4 stars
  • Reliability
    2 stars
Scottish Borders John Lewis Broadband  
Perfectly fine service from John Lewis Broadband until something goes wrong. Obviously I'm not supposed to expect John Lewis levels of service, although this is exactly why I chose them as ISP.
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    3 stars
  • Reliability
    3 stars
England John Lewis Broadband  
I've been very frustrated with customer support from JL. They just don't seem to make it easy to get issues resolved in the shortest possible timeframe. I know it isn't deliberate - they are all nice enough to speak with on the phone but seem to lack any gumption or purpose to get the job done right or even follow up on time to current issues.

Even when I registered an official complaint before Xmas about the poor service, the ticket expired without anyone contacting me. I half expect that it’s in the hope that customers will forget and won’t bother them again although I do hope I am wrong here.

People should also know that this isn’t the real John Lewis that you deal with btw, it’s Plusnet who are delivering the service on behalf of John Lewis so for anyone about to sign up, don’t think you’ll be getting the legendary JL customer service when you have a problem because you definitely won’t.

Just to balance things up a bit, I should say that the service, when it works, is quite good and the prices are quite competitive too, but heaven help you if you ever run into a problem because it can take weeks before a resolution is found.
  • Satisfaction
    2 stars
  • Customer Service
    2 stars
  • Speed
    2 stars
  • Reliability
    2 stars
UK John Lewis Broadband  
if you are using an ISP than used openreach, there won't be much of difference in performance

what set them apart is the quality of the router and their customer service.

unfortunatly for john lewis though their customer service is very good (should be after all they are using plus net staff) their router is next to useless.

unless you are using a wired connection and even then only got once device connected you will have problems.

broadband works fine if you use a decent router either directy or connect wire device to their router.

having tried a few routers (have a box full from over years) you can get better performance with a bargin basement router from likes of amazon then with the provided john lew router
  • Satisfaction
    1 star
  • Customer Service
    5 stars
  • Speed
    1 star
  • Reliability
    1 star
Decon John Lewis Broadband  
i've had JL Broadband for a few years. I upgraded to their fastest service. There were issues on the upgrade and the service was not a smooth one (which I was reminded matched my initial ake up of their service the year before) but the key issue now is that during Dec/January and early Feb I noticed a distinct reduction in speed. When tested I noted it was around 10mb speed on a supposedly 75mb line ( at over £50 a month for line too). I called in and was led through a few checks including the logging in details and it turned out that someone at JohnLewis side must had updated my details with another customers details. As I looked at my screen in disbeleif I read out the lady's name and username who was entered. When overwtitten with my details the speeds picked up again. I find this breack of data protection and total inability for this mismatch to be montiotred and flaggeed up unbeleivable. It implies to me a very laissaz-faire attitude to performance and security. I logged a complaint about the speeds and the data protection issue and asked to find out exactly what had happened. This was 3 weeks ago. I heard nothing. The complaints have 'disappeared'. I called in and was held on the phone intermittently and after 25 mimutes decided I had had enough (whilst an agent insisted I wait whilst they read and understood the situation). I repeated al the information yet again but to no avail. They failed to take it on board, failed to allow me to speak to a manager or to get someone to call me back when they'd read my notes and seemed fixed on wasting as much of my time with no help whatsoever. Useful.

Very very odd.
No I don't recommend this bunch at all.
  • Satisfaction
    2 stars
  • Customer Service
    2 stars
  • Speed
    2 stars
  • Reliability
    2 stars
London John Lewis Broadband  
Really poor customer service. Had to call 4 times in the first month because the account hadn't been set up correctly. Every time they were experiencing a "higher than expected call volume", I experienced 8 minute waits.

Bills aren't fully accessible with Chrome or Internet Explorer.
  • Satisfaction
    2 stars
  • Customer Service
    1 star
  • Speed
    2 stars
  • Reliability
    3 stars
London John Lewis Broadband  
A disaster! Customer support very pleasant and knowledgeable but it appears the router has packed in after a month. Unstable connection, dial-up-slow speed internet. Totally unusable.

Avoid.
  • Satisfaction
    1 star
  • Customer Service
    4 stars
  • Speed
    1 star
  • Reliability
    1 star
Salisbury John Lewis Broadband  
I was with sky broadband and it was getting more expensive each year, so changed to john lewis, reputable company, massive mistake. The internet is awful, every day there is an issue. Have reported it severally, apparently it is not their fault it is BT, yet I never had this problem with Sky. Looking at the reviews from people, it is obvious I am not the only one. Fortunately, my 12 month contract is over and I am switching. They havent even offered compensation for the abysmal internet speeds. The poor speed has affected my business and studies. Please - if you regularly use the internet and need normal to high speeds for viewing videos or sending and downloading documents, then do not go with john lewis broadband.
  • Satisfaction
    2 stars
  • Customer Service
    3 stars
  • Speed
    1 star
  • Reliability
    1 star
london John Lewis Broadband  
Switched from Waitrose to John Lewis broadband only (no phone line) about 2 years ago. Sorted initial problems problems using wifi booster. Phoned to cancel yesterday and was told there would be a cessation charge and they would need to disconnect my phone!! When I queried cessation charge I was threatened with a debt collection agency! This was my first phone conversation with them. I was disgusted at the rudeness of the person I spoke to. Asked to speak to a manager but was left on hold. Phoned back to speak to another person and was told services would be cancelled in 15 days but the website account has been closed and cannot email complaint to JLB. Feel so let down by the John Lewis name and reputation.
  • Satisfaction
    2 stars
  • Customer Service
    1 star
  • Speed
    2 stars
  • Reliability
    2 stars
Leatherhead John Lewis Broadband  
Have had John Jewis Broadband for 1 year and 5 months now. first 6 months speed and reliability were fine, after that it started disconnecting alot, speed was awful. I have called numerous times to customer service, I am being told always everything is fine. past couple of months has been slightly better but it's been absolutely awful last week. I have saved all my speed tests since, even at 1am, the download speed is under 1mbps. nothing has changed at the property, we have already changed 1 router from you, so you tell me what's next. definitely a problem at your end.
  • Satisfaction
    2 stars
  • Customer Service
    3 stars
  • Speed
    1 star
  • Reliability
    1 star
Marchwood John Lewis Broadband  
Agree with the poor reviews. Customer service is abysmal, never contact you before the 24 hours are up. I didn't know before I signed up that it was run by PlusNet (owned by BT) had bad experiences with them in the past and resorted to legal and obtained compensation.
  • Satisfaction
    2 stars
  • Customer Service
    1 star
  • Speed
    3 stars
  • Reliability
    1 star
Horley John Lewis Broadband  
Cannot recommend this broadband provider. speeds were inconsistent at best. Also watch out if you join as 14 day cooling off period starts the day after your order this service and not when the service starts!
  • Satisfaction
    2 stars
  • Customer Service
    1 star
  • Speed
    2 stars
  • Reliability
    2 stars
Milton Keynes John Lewis Broadband  
Internet did not work for two days because they serial numbers on the back of the router had not been logged on to their system. Only the fourth operator spoken to was able to work this out. The others said it was a problem in my house. The refused to answer emails beforehand asking how to set up additional email addresses under John Lewis. Nothing on their website either. Turns out you only have one email address. There are no instructions on how to set up for Macs modern operating systems for email. The anti virus system is not supplied for Macs but there is no indication of that on the website. Simple a very poor product - which I believe I have been missold and I will cancel tomorrow.
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    3 stars
  • Reliability
    2 stars
Caerphilly John Lewis Broadband  
Slow connection at times. No built-in parental control! Been charged separate for what was part of the package. Ridiculous ‘house move’ fee. Line cut-off despite confirmed extension of the service. DO NOT RECOMMEND under any circumstances
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    3 stars
  • Reliability
    2 stars
Ely, Cambs John Lewis Broadband  
I wouldn’t recommend this service constant connection problems very unreliable connection when streaming videos. Customer service staff seem clueless! I was with BT before I joined in August 2017 which was good but more expensive. However I regret leaving and will not be renewing my contract I also can’t wait to leave.
  • Satisfaction
    2 stars
  • Customer Service
    2 stars
  • Speed
    2 stars
  • Reliability
    1 star
Bristol John Lewis Broadband  
I was sold a service promising an average 34Mbps. It has never exceeded about 20 Mbps. Customer services promise action but seem to do little. They closed the last investigation after a month due to "inactivity" though they were the ones supposedly taking action. Currently their portal is off line so I cannot contact them at all.
  • Satisfaction
    2 stars
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    3 stars
Walsham le Willows Suffolk John Lewis Broadband  
Router is very bad with its WiFi signal if you have a single wall in between the router and certain devices

This problem has been ongoing since installation in December 2016

JOHN LEWIS
CHANGE YOUR ROUTER

I have had to purchase a Wifi Dongle, AC600 802.11ac Dual Band 5GHz Mini Wireless Network USB Wifi Adapter from Amazon to get my computer to even see the signal

Worked solidly for 5 days but today even though I'm connected internet is up and down with the data received
  • Satisfaction
    1 star
  • Customer Service
    3 stars
  • Speed
    2 stars
  • Reliability
    1 star
LE86ZH John Lewis Broadband  
A follow up to the review below. Over a month without Internet despite having moved and elderly relative. The worst time to lose your connection. Spent more time on phone. 40 mins last night. Great chap. Admitted they had made another error at the start of the order and said that I would be connected in 15 mins! Joy!!! Rubbish! Still not connected and red light still on, BT says lines and exchange all working fine. What the hell shall I do next? This is really the worst company I should have connected with.
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    4 stars
  • Reliability
    1 star
Surrey John Lewis Broadband  
Did not cancel contract on request and continued to charge, is a great hassle to try to recover payments and ensure account is correctly cancelled.
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    3 stars
  • Reliability
    2 stars
Aberdeen, Scotland John Lewis Broadband  
Poor set up, poor customer service (initial set up, revised set up, billing) although technical support good. Would not recommend.
  • Satisfaction
    2 stars
  • Customer Service
    2 stars
  • Speed
    1 star
  • Reliability
    2 stars
Midlands John Lewis Broadband  
JohnLewis botched the transfer from Sky which meant I spent 3 weeks with no phone or internet access whatsoever. When it finally got up and running there was no apology or any attempt at compensation. For most of my year with them, the service was acceptable until a month ago when my speed dropped from 6Mbps to 2 and has been pretty much unusable ever since. I logged a service call and got an automatic email saying someone would be in touch in 24 hours. A week later and I'm still waiting. Currently waiting to transfer to BT
  • Satisfaction
    2 stars
  • Customer Service
    1 star
  • Speed
    2 stars
  • Reliability
    2 stars
Crosskeys, Wales John Lewis Broadband  
Like another reviewer I have closed my account and JLB does not recognise this although I have their letter telling me how sorry they are I have left. I stopped my DD as after many phone calls as I could not trust them and sure enough today I had an email from them demanding payment by another means. In fact they owe me a refund but "due to a new accounting system" this will have to be by cheque. I cannot go on-line to discuss this as my account is closed and the phone line has a wait of over 10 minutes. I'm not surprised!
I would just ignore them if they did not owe me money and I could be sure they would not file a payment failure on my credit file.
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    4 stars
Hereford John Lewis Broadband  
Astonishingly poor. Like others here service suddenly lost due to a network issue..not line. Long meaningless illogical discussion with JL..reset etc etc. Then just it was a network fault and you end up in online ticket system which they just ignore and delete. You can can only respond online ..but you have no service to do so.

Just demand you pay but will not provide any service.
  • Satisfaction
    1 star
  • Customer Service
    2 stars
  • Speed
    3 stars
  • Reliability
    1 star
Hereford John Lewis Broadband  
Reported to John Lewis on Jan 2nd, connection is dropped around ten times each day for exactly 2.5 minutes each time. According to John Lewis it is now fixed but as the dropped connection log below shows it remains exactly the same. This problem started when we switched from EE to John Lewis, paying almost double the previous rate for a fibre extra service which is really not acceptable.

Net Uptime Monitor Failure Log (NetUptimeMonitor.com)
Licensed to nick sheron

=======================================
12/01/2019 17:20:52 Log Start
---------------------------------------
Failure Start Length
12/01/2019 17:22:38 0:02:17
12/01/2019 19:34:34 0:02:28
12/01/2019 19:58:48 0:02:29
12/01/2019 20:11:38 0:02:28
12/01/2019 20:35:03 0:02:28
13/01/2019 06:48:49 0:02:26
13/01/2019 07:45:51 0:02:27
13/01/2019 08:21:08 0:02:28
13/01/2019 08:54:08 0:02:26
13/01/2019 11:10:13 0:02:25
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    4 stars
  • Reliability
    1 star
winchester John Lewis Broadband  
Sadly this is actually Plusnet :-(

Together with usual lies from Plusnet - I was told that I wouldn't have to pay the increased monthly charge (on the phone and via e-mail) ... today I get an e-mail that my INCREASED payment will be taken.

I have been with Plusnet for 8 years, they have started to lie in the last 2 years and why I left them, and joined John Lewis ..... who are actually Plusnet and being marred by the same brush.

I would give ZERO stars if only I could ....... John Lewis needs to dump the pathetic lying Plusnet!!!
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    3 stars
  • Reliability
    2 stars
Tadley John Lewis Broadband  
Wow, how did not come across all these reviews earlier. Similar nightmare here..
Been with Plusnet, BT and now John lewis, all the same group (incl EE).
Within the first 5 days have had at least 6 disconnections at random times, support says, 'all ok 10 day training period?', thats ADSL not Fibre! Package ordered was 80/20 fibre extra, found out I was on 55/10, did they refund me, no of course not. Zyxel router supplied by JL on firmware version 10, current release 21? Would they update this for me? 'will happen in time'...cannot understand why I have so many issues, no engineer of course...first 10 days sir...

Please, save yourself the hassle, there is something very wrong here at JL, go elsewhere if you have a choice. As I have been with other isp's that use the same infrastructure BT and plusnet (without any issues), I can only conclude the supplied zyxel 8924 b10a modem/router is at fault, how I do not know. Next time I get a disconnection I will replace the zyxel with the BT home hub 6 or the old and still trusted HG612 3b modem in conjunction with my own choice of router.

Good luck out there! Stay away if you can. Will update after I swap out the hardware with old BT smart hub and/or HG612.
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    4 stars
  • Reliability
    1 star
london 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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