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
- Customer Service
- Speed
- Reliability
Based on 363 customer ratings since 2020-01-27 (Show all time ratings)
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.
726 Customer Reviews for John Lewis Broadband
| Reviewer | Location | Reviewing | Date | Ratings |
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Worst ever.... I have been on phone waiting for their customer service for more than a hour. I chose John Lewis broad band because of their coustomer services in their department stores but I’m quite sure their broadband hasn’t got anything to do with that! |
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| Lubna | Birmingham | John Lewis Broadband | 2018-10-05 | |
We have been with John Lewis for 12 months without a problem. Leaving them for another supplier is a different matter. We received an email saying that our account would be closed without any cancellation fees being payable. That we thought was that done. WRONG. We have numerous demands for payments and threats to restrict our services, which John Lewis do not even supply. At the moment we are trying to retrieve nearly 100 pounds,erroneously taken from our account since our cancellation. We have had no help from them at all,just plenty of promises but no results. It seems ludicrous that a branch of John Lewis should be in such chaos. Stay clear. |
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| Anthon | Sheffield | John Lewis Broadband | 2018-10-03 | |
I have recently transferred to JL Broadband and it has been a big mistake. I didn't receive a router and so I have ended up purchasing one myself because despite numerous attempts to contact them, including raising a formal complaint, they haven't responded. I would avoid. |
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| Jane | London | John Lewis Broadband | 2018-10-03 | |
Total waste of time. I raised complaints and never phoned back. Waited 6 weeks for broadband never to be installed. AVOID! |
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| Duncan | POOLE | John Lewis Broadband | 2018-10-02 | |
Given the low ratings for all major providers on here you would probably never switch from a problem free provider no matter how much they put up prices if you only read the bad reviews on here. |
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| Matt | Leicestershire | John Lewis Broadband | 2018-10-02 | |
Rubbish Customer Service! It is a big con - you THINK it is all with John Lewis and their values? In the provision of Broadband and phone services, it is PLUSNET - who ARE rubbish!. By association, John Lewis are rubbish indeed worse than that, they mislead you on matters of service provision. |
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| graham | highlans | John Lewis Broadband | 2018-10-01 | |
John Lewis Brodaband has become impossibly bad. I've been with them for many years (initially as Waitrose) |
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| Perry | Cheshire | John Lewis Broadband | 2018-10-01 | |
Absolutely terrible. I had to call them daily to get them to do their job! AVOID AVOID AVOID! It took over 4 weeks to get a new service up and running and that was with me calling them using my mobile to get anything at all sorted. They offered a measly free broadband for one month about £4.50! Constantly told it was all activated and it wasn't. Finally now have my service but will definitely ditch them once the 12 months has runout! |
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| julie punchard | Kirdford | John Lewis Broadband | 2018-10-01 | |
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. |
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| James | Cornwall | John Lewis Broadband | 2018-09-30 | |
Very poor service. Broadband regularly goes through phases where it drops out. Although customer support reset line, which cures issue for a short while, they never seem to get to root of problem. And getting through to them on phone is hard work - very long waits. |
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| Dave | Penzance | John Lewis Broadband | 2018-09-29 | |
Quite an unbelievably bad service all round. Shocking broadband connection. Appalling and aggressive customer service. Incompetent resolutions team. Still sending threatening debt recovery letters (latest one for £3) despite having had the case ‘closed’. Our household, family and friends will never shop with John Lewis again because of this. |
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| Lost Customer | Crowborough | John Lewis Broadband | 2018-09-27 | |
We've been with John Lewis for less than a month (having been with Sky and BT for over 5 years before that) and the reliability of the broadbankd is poor low. We had no issues with the wifi with Sky or BT but have had issues since joining John Lewis to the extent we have not been able to watch anything properly online since joining them. |
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| D&C | Notts | John Lewis Broadband | 2018-09-26 | |
Stay away from JLB. I have been struggling with their service since i joined in March 2018. Inconsistent speed issue has been there since then and no one bother to resolve the issue. I raised so many queries but no concrete results. |
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| Amit | Slough | John Lewis Broadband | 2018-09-24 | |
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. |
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| Peter Clarke | Ottery st Mary | John Lewis Broadband | 2018-09-24 | |
They have introduced a new payment system which is a disaster. They have no idea what they are doing. You wait 44 minutes for someone to answer the phone. The online 'my account' is 'unavailable'. Their direct debit reversed itself out of my account as they applied for it a day before they said they would. My bank said they had no control over it. Since then it has been a catalogue of errors, apologetic emails, then today threatening emails. I have complained to the Chairman of John Lewis about the poor service and the awful reputation they are giving the Partnership. When I first joined them 4+ years ago for my phone in London, they were great. Now, they are absolutely not. If I want appalling customer services then go to the cheap providers, or BT. You do not expect it from John Lewis. I am going to Zen who provide an excellent service for me at the house in Norfolk. |
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| Jeremy G | Central London | John Lewis Broadband | 2018-09-22 | |
Started account early May 2018 because liked price but now NOT satisfied with service, Direct debit notice Not given (DD Guarantee states 10 days notice to be given when price difference (as prices of differ each month 10 days notice must be given each month, and NOT allowed to collect before set due date 5 months 5 different pay dates, and always taken before due date),speed (download 17 Mbps upload 1.2 Mbps)Customer service, unaware of product, DD rules, and the ability to communicate, overall cheap get what you pay for, no get less for what is paid for, My advice leave alone if you have not got the time to give them hassle, or of a nervous disposition, my score is 0, 0, 0, 0. |
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| Colin | Edinburgh | John Lewis Broadband | 2018-09-22 | |
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! |
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| Gordon | Hereford | John Lewis Broadband | 2018-09-20 | |
broadband it low and often drops, for a rural area like this, it is passable, |
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| benny eva | bala | John Lewis Broadband | 2018-09-18 | |
Quick review. Generally these who are happy with a service don't come to a website like this, but only those who are unhappy. We've been with JLB for about 6 months now, after many expensive years with BT. Should have done it years ago! A very positive exoerience. Thanks. |
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| Martin Southwell | Wiltshire | John Lewis Broadband | 2018-09-18 | |
Cannot get on to server to clear, therefore email not working. AGAIN! |
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| CRB | Dorset | John Lewis Broadband | 2018-09-17 | |
Worst Company ever. Stay away. |
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| Constanca Marcalo | Ilkley | John Lewis Broadband | 2018-09-13 | |
Having read all the negative reviews of John Lewis Broadband I followed MSE's rating of the service and switched from BT over a month ago. In contrast to all the negative reports published I can confirm that my experience of the switch and the resultant telephone and broadband service has been exemplary. The switch was completed on schedule and the resultant response is as good as (indeed, I am tempted to say better than) that provided by BT. It seems that, in general, consumers only vent their frustrations in public reviews when they have negative experiences. I feel that such views should be tempered by what must be the more prevalent, positive experiences. Thank you to John Lewis for a good service at a good price! |
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| John Cowdery | Ashbourne | John Lewis Broadband | 2018-09-11 | |
I thought i would try give John lewis, as my last Provider, Talk Talk were extremely incompetent from start to finish.I place my order with JL just over week ago in 29/9/2018 and was given three option of when every thing would be set up after Paying Nearly £90. |
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| sally wynter | west midlands | John Lewis Broadband | 2018-09-10 | |
Well it would be minus all round. Trouble from 1st day. Tried to change our home phone no, after several calls to them we were told "sorry you should have been asked if you wanted to keep number too late now it's been allocated to someone else by BT . Weeks to sort this out, as a business we had to keep our number. |
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| Marian Woodvine | Norwich | John Lewis Broadband | 2018-09-10 | |
Driven by flood of negative reviews seen here, and my (short so far) experience with JLB, I decided to write my own review as our experience with them so far is very positive. |
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| krzemien | London Chiswick / Acton / Hammersmith | John Lewis Broadband | 2018-09-08 | |
Dreadful. I was with them for 1 year without trouble. Went away for 6 months visiting a sick relative abroad. Direct debits taken monthly. |
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| sean kirby | goole | John Lewis Broadband | 2018-09-07 | |
What a waste of time this is, terrible connection that drops as and when it wishes, unstable internet when its 'working' no facility for changing direct debit date, tell you to pay manually by card but then completely cut access to your online account as soon as the day arrives! absolutely shocking service... AVOID!!! |
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| Anne | Stockport | John Lewis Broadband | 2018-09-04 | |
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? |
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| Duncan | Leicestershire | John Lewis Broadband | 2018-09-03 | |
After having no problems for 8 years, we decided to switch to JL,and we received a welcome pack & new router.10 days ago we were informed by text we had been switched, both phone line and broadband,but not switched but obviously disconnected....!! Phone went off and broadband off. |
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| Mark | LIPHOOK | John Lewis Broadband | 2018-08-31 | |
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. |
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| clare | exeter | John Lewis Broadband | 2018-08-29 | |
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. |
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| Ken P | London | John Lewis Broadband | 2018-08-27 | |
I went with J Lewis as their customer service is normally excellent and they're a great British brand, oh how wrong I was! Speeds were slow then Router stopped working within weeks but they sent a new router quickly so I thought that was it, all would be great from then on. How wrong was I. |
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| lrain | St Albans | John Lewis Broadband | 2018-08-25 | |
How can anything be linked to John. Lewis that is so poor at basic customer service ! |
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| Jonny | Home broadband | John Lewis Broadband | 2018-08-25 | |
Switched from BT and I really wish I hadn’t. Having had 31MBPS consistently from BT I now get 6-9 MBPS from John Lewis. Two phone calls to John Lewis technical support got me nowhere - then get passed around the order department, back to tech support and back to orders. They can see there is a fault on the broadband, which they tried to blame on my equipment. Then they claim they can’t find my landline. And still I get slow broadband. Appalling service. |
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| Simon | Lincoln | John Lewis Broadband | 2018-08-25 | |
Not at all the service expected from the reputation of John Lewis. I have cancelled set up of contract as they were unable to provide a service, unable to respond to communication within 24hours as stated and responses when finally received were inadequate. John Lewis currently promoting deals they can not cope with. Avoid! |
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| anonymous | norfolk | John Lewis Broadband | 2018-08-24 | |
Terrible service throughout contract. |
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| Tom Kelly | London | John Lewis Broadband | 2018-08-23 | |
If you thought the Broadband service was bad, just wait until you try to leave. Despite being out of contract I have been incorrectly billed on THREE occasions, and my complaints have been escalated to at least three departments. The phrase "How many staff does it take to change a light bulb" certainly applies here. Regret not able to leave less than 1 star. Customer service is abysmal Avoid at all costs |
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| Ted | Nottingham | John Lewis Broadband | 2018-08-20 | |
Right, as promised. Further to my review from the 14th August 2018.....I have now had another few disconnections... my thoughts- |
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| AJ | London | John Lewis Broadband | 2018-08-19 | |
awful just awful |
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| ally warbs | cheshire | John Lewis Broadband | 2018-08-18 | |
Wow, how did not come across all these reviews earlier. Similar nightmare here.. |
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| AJ | london | John Lewis Broadband | 2018-08-14 | |
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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.
