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
    2.3 stars
  • Customer Service
    2.7 stars
  • Speed
    2.2 stars
  • Reliability
    2.3 stars

Based on 100 customer ratings since 2021-08-06 (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.

794 Customer Reviews over 20 pages

  • Reviewer
    Location
    Lonson
    Reviewing
    John Lewis Broadband
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      3 stars
    • Speed
      3 stars
    • Reliability
      2 stars
    Comments
    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.
  • Reviewer
    Location
    Retford
    Reviewing
    John Lewis Broadband
    Date
    Ratings
    • Satisfaction
      3 stars
    • Customer Service
      1 star
    • Speed
      3 stars
    • Reliability
      2 stars
    Comments
    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
  • Reviewer
    Location
    Caithness
    Reviewing
    John Lewis Broadband
    Date
    Ratings
    • Satisfaction
      2 stars
    • Customer Service
      1 star
    • Speed
      3 stars
    • Reliability
      3 stars
    Comments
    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.
  • Reviewer
    Location
    Swindon
    Reviewing
    John Lewis Broadband
    Date
    Comments
    After a nightmare year with Talktalk I spoke to friends and decided to move to John Lewis. I wish I hadn't bothered!! At least with Talktalk I had Internet!

    They said they'd take care of everything so I left them to it. Then with a week until switchover I still hadn't had the router. I went on the site and it said 'use our online query and we'll get back to you within 24 hours.

    48 hours later, nothing. So I messaged again. I got a reply saying they'd take over the line on 28th. I replied that I knew that! What about the router??

    I finally got a reply on 27th saying they'd dispatched my router and it would be 3-5 days!!

    I called them and said that wasn't good enough. If they couldn't give me the full service I want out. I was told it was too late to cancel but I should have the router the day after activation and they'd credit me back for the time I was without Internet.

    It was clear I had no choice so I left it.

    So now it's the 'next day' and I've just had an email saying the router has just been dispatched!!!!! So they lied to me!!

    I wish I'd found this site before I signed up. I'd have gone elsewhere.
  • Reviewer
    Location
    Hereford
    Reviewing
    John Lewis Broadband
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      2 stars
    • Speed
      3 stars
    • Reliability
      1 star
    Comments
    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.
  • Reviewer
    Location
    Faversham
    Reviewing
    John Lewis Broadband
    Date
    Ratings
    • Satisfaction
      3 stars
    • Customer Service
      1 star
    • Speed
      4 stars
    • Reliability
      4 stars
    Comments
    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 !
  • Reviewer
    Location
    Liss
    Reviewing
    John Lewis Broadband
    Date
    Ratings
    • Satisfaction
      5 stars
    • Customer Service
      5 stars
    • Speed
      5 stars
    • Reliability
      5 stars
    Comments
    I made the switch a couple of weeks ago as BT so expensive now. Seamless transition despite a problem with BT having my postcode wrong which delayed JL picking up my account. Phoned the JL hotline about 4 times to check that BT was sorting things out and every time the call was answered promptly and by knowledgeable staff. After trying to do a deal with BT to improve their pricing they finally matched the JL deal a couple of days before my transfer, but I’m glad I told them to get lost as I’ve doubled my download and upload speed and the new router does not need rebooting every few days, which the BT one did. Very Happy. New Router worked as soon as JL sent email to say it was ready.
  • Reviewer
    Location
    Newcastle
    Reviewing
    John Lewis Broadband
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      2 stars
    • Reliability
      1 star
    Comments
    Switched to JL one month ago. Everything fine till last week when broadband stopped suddenly. I was using my own router so plugged theirs in and still no internet. They sent bt engineer on premise if it was internal problem I would be charged £65.
    Broadband came after 5 days and was in house for 4hrs till finally I've said nothing wrong with their end and to contact JL stating their had been a few problems in the last couple of days with JL despite teaffic from house to openreach being perfect, and suspected JL had changed/deleted usernames or passwords which allowed access to bt network.I rang JL and advised them of this and he generated new password for me to enter into router admin pages and voila it was fixed thanks to my intervention and thoughts of the bt engineer.
    However, next day I had no broadband so rang up and was told there was no issue as it was fixed. I advised the router had no broadband lights on meaning there was no traffic at all and after he read his notes said that JL had authorized bt to cease and restart the service to try and fix. Obviously the rep I spoke to forgot to update the account stating it was fixed so now have to wait 5 days for a new line, when there was nothing wrong. Absolutely useless and technical supervisors narrow minded not to accept their ineptness. Luckily I was on a monthly rolling contact so BYE bye JL.
  • Reviewer
    Location
    Islington
    Reviewing
    John Lewis Broadband
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    These guys are a bunch of clowns: they have not provided any internet to my house for nearly two weeks and ignored all messages asking them to fix it. The internet they have provided has been cutting out on and off for the last year. I have now cancelled.
  • Reviewer
    Location
    Devon
    Reviewing
    John Lewis Broadband
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    Dear John Lewis, please separate yourselves from JL Broadband. I'm so sad that you have ruined the good name of your store by associating yourselves with PlusNet. I recently switched to JL Broadband from BT partly because of competitive price but mainly on the basis of the John Lewis brand and an expectation of exceptional customer service. How wrong was I. I urge anyone thinking of switching to JL Broadband to avoid this at all cost. Reasons: complete failure to switch on our broadband service on the first day of the contract (BT had switched it off, so we were without broadband for a few days); failure to send out a router so that it arrived before the switch over date; customer service and technical helpline people who were the most incompetent I have encountered in quite some time (example: when eventually up an running on the internet, the max speed I could get was 0.41mbps, yes, only 0.41. The week before with BT it was 3mbps (not great but very acceptable where I am in Devon (rural). The Technical Support chap I spoke to could only say: "Oh, that's unusual, I don't know what to do about that, yes, really unusual and beyond me". I asked what he would do next and he said "I don't really know, I don't have the ability to resolve this one". I had to really push him to escalate it, and whilst he raised a ticket online, I heard nothing more for a few days so I chased. No one was actioning anything. Instead they managed to lower my speed today to 0.16mbps). I give up - I will now try my best to cancel this onerous 12m contract but having read other reviews I suspect this could be quite a challenge. John Lewis - if anyone from your wonderful organisation is reading this, please remove yourselves from this ridiculous arrangement with PlusNet.
  • Reviewer
    Location
    Cardiff
    Reviewing
    John Lewis Broadband
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      3 stars
    • Reliability
      3 stars
    Comments
    I take the engineers about a month to install the broadband. You pay one month for nothing. When you put your order they suggest times within a week. Very disappointing! The reason I chose them over BT is that they offer the service for only 12 month instead of 18.
  • Reviewer
    Location
    Doncaster
    Reviewing
    John Lewis Broadband
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    I have just moved to a new supplier after a one year contract with John Lewis was over. I couldn't wait to leave.
    From the outset, they botched the transfer when I first joined, leaving me without internet. The claimed superfast broadband was woeful - slow, unreliable and expensive. Despite several online customer support requests, they just did not help or appear remotely interested. After telephoning to inform them I would be leaving and now being with a new supplier, they have just sent me another bill - two hours on the phone to them yesterday to try and sort it out and it’s still not resolved - utterly incompetent. They do not reflect the good name that John Lewis, the retailer, has. This is Plusnet in all but name. I would not recommend John Lewis broadband at all and I’m glad to see the back of them.
  • Reviewer
    Location
    NEWPORT
    Reviewing
    John Lewis Broadband
    Date
    Ratings
    • Satisfaction
      2 stars
    • Customer Service
      2 stars
    • Speed
      1 star
    • Reliability
      3 stars
    Comments
    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
  • Reviewer
    Location
    UK
    Reviewing
    John Lewis Broadband
    Date
    Ratings
    • Satisfaction
      2 stars
    • Customer Service
      2 stars
    • Speed
      2 stars
    • Reliability
      2 stars
    Comments
    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.
  • Reviewer
    Location
    Crosskeys, Wales
    Reviewing
    John Lewis Broadband
    Date
    Ratings
    • Satisfaction
      2 stars
    • Customer Service
      1 star
    • Speed
      2 stars
    • Reliability
      2 stars
    Comments
    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
  • Reviewer
    Location
    King's Lynn
    Reviewing
    John Lewis Broadband
    Date
    Ratings
    • Satisfaction
      5 stars
    • Customer Service
      5 stars
    • Speed
      4 stars
    • Reliability
      4 stars
    Comments
    Left BT after years of shocking service and Internet speeds that gradually dwindled from 15 to 8 megs. This I was informed was normal operating levels for my line by BT. Despite two years of operating at 15 megs?

    As a new customer to JLB very patient and accessible (and understandable!!) Customer Services. THREE engineers visits later 18 meg broadband returned.

    Thank You John Lewis Broadband!
  • Reviewer
    Location
    Isle of Skye
    Reviewing
    John Lewis Broadband
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    DO NOT SWITCH TO THIS SUPPLIER. After getting fed up with BT's hiked prices and poor customer service, I decided just to go with the cheapest option out there which was John Lewis/Plusnet. They did not send a router until I chased them and their attitude was appalling. Finally got switched over only to find our phone line crackled to the point where you could not use it and our BB dropped out constantly. Rang to report fault and was told it must be our equipment. Given that everything worked just find before I switched I doubt that. Now waiting for an engineer to look at the fault. Totally unimpressed and Plusnet you are giving the John Lewis brand a bad name.
  • Reviewer
    Location
    East Sussex
    Reviewing
    John Lewis Broadband
    Date
    Ratings
    • Satisfaction
      5 stars
    • Customer Service
      5 stars
    • Speed
      5 stars
    • Reliability
      5 stars
    Comments
    i recently moved my phone and broadband providor from BT to John Lewis. Less expensive and a no stress faultless changeover. Thank you John Lewis.
  • Reviewer
    Location
    WALLSEND
    Reviewing
    John Lewis Broadband
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      3 stars
    • Reliability
      1 star
    Comments
    This is the most problematic braodband service I have ever had, I'm trapped in the contract, the service has never been consistent since it was installed 3 months ago I am on ZyXEL router number three and I've had 10 - yes 10, BT Openreach engineers at my property trying to reslove the problem. BT say it's not their fault and John Lewis say it's not theres, I'm stuck in he middle with John Lewis threatening me if I don't pay my month bill.
  • Reviewer
    Location
    East Yorkshire
    Reviewing
    John Lewis Broadband
    Date
    Ratings
    • Satisfaction
      5 stars
    • Customer Service
      5 stars
    • Speed
      5 stars
    • Reliability
      5 stars
    Comments
    Decided to leave BT as prices are getting silly, particularly for loyal customers.
    Switched today - and this was totally seamless, not one problem. Router delivered 2 days ago. So far, very good, and have not even had to phone JL customer services. I am not particularly IT savvy, so if I can do it, anybody could!
  • Reviewer
    Location
    Haslemere, Surrey
    Reviewing
    John Lewis Broadband
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    Ongoing issues with patchy broadband for months, never resolved by John Lewis. Often lengthy wait to get through to customer service, many different and inconsistent answers given as to why we have such poor speeds at times. No resolution of issue and still going to local cafe to send emails with attachments. Bad communication, arrogant and unhelpful tech staff. Avoid if you can.
  • Reviewer
    Location
    Farnham
    Reviewing
    John Lewis Broadband
    Date
    Ratings
    • Satisfaction
      5 stars
    • Customer Service
      5 stars
    • Speed
      5 stars
    • Reliability
      4 stars
    Comments
    I've been on the John Lewis Fibre Extra package (76Mbps) for little over a year now. The only fault in that time was at the beginning when I wasn't getting the speed I had expected (fast, but not fast enough). It took a couple of visits from an engineer to address the issue, but John Lewis didn't give up in their attempt to deliver the maximum possible speed for me. English speaking staff, regular online status updates and prompt action (as opposed to other broadband providers I've been with) put John Lewis out on top.

    Apart from the little hiccup at the beginning, the speed has been consistent throughout the year and I've had no unexpected drops in my connection.

    Good customer service is a must for me and I'm willing to pay a little extra to get it - shall be renewing my contract today.
  • Reviewer
    Location
    Essex
    Reviewing
    John Lewis Broadband
    Date
    Ratings
    • Satisfaction
      4 stars
    • Customer Service
      5 stars
    • Speed
      4 stars
    • Reliability
      4 stars
    Comments
    Left BT after recent price hikes. JL broadband was half the price and despite many less than average reviews I plumped to switch. BT connection speeds were woeful and the customer service poor. What did we have to lose? If it was just as slow at least we wouldn't be paying £34 a month.

    Customer service was excellent all throughout setup. Speed is now twice that of previous BT connection. Very, very pleased.

    Downsides: we didn't get the router delivered on time as it wasn't despatched until I phoned to see what the issue was. Waited 5 minutes before speaking to the UK based call centre who sorted everything out quickly. Other than that- top notch.
  • Reviewer
    Location
    Newcastle upon Tyne
    Reviewing
    John Lewis Broadband
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      2 stars
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    Having had the John Lewis/Plus Net service for 6 weeks and after numerous phone calls and engineer visits, a problem with the internet connection dropping out, has not been resolved and at one point I was told this is 'normal' for internet connections. I am now looking at cutting my losses and sourcing an alternative service provider.
  • Reviewer
    Location
    bolton
    Reviewing
    John Lewis Broadband
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      2 stars
    Comments
    Applied online to change from BT early Dec for 4 jan switchover After initial sign up and payment, heard nothing. Been on phone and email most days of this week as no router sent. Their system poor and my order was causing tech problems in provisioning dept. Still no sign of switchover date and router arrived today. NOT happy and back to BT as no time to shop around for switch over and bothered by unreliable serviceonly providers. John Lewis systems that issue contracts, take payment and shut down accounts are working just fine.
  • Reviewer
    Location
    Sanquhar
    Reviewing
    John Lewis Broadband
    Date
    Ratings
    • Satisfaction
      4 stars
    • Customer Service
      4 stars
    • Speed
      5 stars
    • Reliability
      5 stars
    Comments
    Switched over from BT due to BT price hikes. On the switch over day was left without broadband, but on phoning the following morning it was quickly sorted out. Also unfortunately the router didn't arrive until the day after that. Once all connected its been fine, the supplied router connected at a higher speed than the old BT HomeHub4, now connected at a better speed than I have had for 6 years. If they'd made a better start I would have been entirely happy.
  • Reviewer
    Location
    Gloucester
    Reviewing
    John Lewis Broadband
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    Got off to a rocky start when it took over a week to fix connection issues then was ok for a while until we starting having lots of dropped connection problems and very poor speeds in normal hours and practically non-existent speed during peak hours. Would NOT recommend. Heading over to BT next month I'd rather pay more and have good speed than put up with a dial-up-slow connection
  • Reviewer
    Location
    North Yorkshire
    Reviewing
    John Lewis Broadband
    Date
    Ratings
    • Satisfaction
      5 stars
    • Customer Service
      5 stars
    • Speed
      4 stars
    • Reliability
      4 stars
    Comments
    Ordered John Lewis after BT put their prices up. Can’t fault the service, couldn’t connect at first but a quick call to their Helpdesk and it was quickly sorted.
  • Reviewer
    Location
    Bayswater
    Reviewing
    John Lewis Broadband
    Date
    Ratings
    • Satisfaction
      2 stars
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    This is a Company that is not remotely interested in Customer Service. They emailed me to inform me that my broadband has been connected. After trying unsuccessfully for over 3 hours to set up my broadband I called John Lewis Support who told me that my Broadband is not yet connected and it will be connected any time before midnight. So I asked why this information was not in their email. The reply was ‘everyone complains about that’! So how difficult would it be for John Lewis to add this information to their email? Very easy, but they simply don’t care!
  • Reviewer
    Location
    Great Yarmouth
    Reviewing
    John Lewis Broadband
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    Signed up on 26th October and still have no broadband service. I gave up trying to call the helpdesk as it was always experiencing higher than average calls. Made a complaint and was told it was because they had not sent me a router. I have my own ADSL router so that is not the issue at all, however the Customer Complaints person also said they tried to call me and left a voice message. No one has called my mobile which is my contact number. I would not suggest to anyone that they use JL broadband, in fact I've been telling anyone that I can to avoid them like the plague. Customer service is nil; they appear to have no idea why I do not have service; and ignore messages posted on 'my query', hence why I made the complaint. I had to give one star for speed, but in all honesty I have no idea what my speed is since I have never had the service!
  • Reviewer
    Location
    Norfolk
    Reviewing
    John Lewis Broadband
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    2 months, 12 hours on the phone to the helpline, still no fibre broadband. They have told me it was accidently cancelled 3 times, it is always someone else's fault, lots broken promises, excuses and blaming on new inexperienced staff. I love John Lewis but if you actually want fibre broadband then be prepared it may not actually happen.
  • Reviewer
    Location
    Sheikh
    Reviewing
    John Lewis Broadband
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      2 stars
    • Reliability
      1 star
    Comments
    Third rate service. I have a problem but no one seems to know what it is nor how to solve it.
    Customer service keeps me hanging on.
    They only communicate by email.
  • Reviewer
    Location
    Ilkley
    Reviewing
    John Lewis Broadband
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      2 stars
    • Reliability
      1 star
    Comments
    Worst costumer service experience ever!
    If they had negative scoring I would have given -10.
    Stay away, after 4 months I still do not have reliable connection.
    They just don't care.
  • Reviewer
    Location
    Burton-on-Trent
    Reviewing
    John Lewis Broadband
    Date
    Ratings
    • Satisfaction
      5 stars
    • Customer Service
      4 stars
    • Speed
      4 stars
    • Reliability
      5 stars
    Comments
    It would seem that most people have had problems, Although there have been problems it makes agreat deal of difference when the operators speak clear english and are very helpful. The speed is slightly lower than bt but it is consistant where bt used to drop considerably. All in all I am well satisfied
  • Reviewer
    Location
    Llanwrda
    Reviewing
    John Lewis Broadband
    Date
    Ratings
    • Satisfaction
      2 stars
    • Customer Service
      2 stars
    • Speed
      3 stars
    • Reliability
      1 star
    Comments
    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.
  • Reviewer
    Location
    Anglesey
    Reviewing
    John Lewis Broadband
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      3 stars
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    My broadband speed since joining John Lewis has dropped off to around 1 MBPS ( 0.45 MBPS at it's lowest) in the evenings, basically un-usable. I keep reporting it, and their Technical team keeps re-setting it, but it simply drops off again within days. I'm being told that they can't cancel my contract, because ( apparently) there isn't a fault on the line. So OFCOM it is then !!!
    I've given a one star for broadband speed, overall satisfaction and broadband reliability because I can't give a zero, which is what it deserves. Look elsewhere people !!
  • Reviewer
    Location
    Mawsley Kettering
    Reviewing
    John Lewis Broadband
    Date
    Ratings
    • Satisfaction
      2 stars
    • Customer Service
      1 star
    • Speed
      2 stars
    • Reliability
      4 stars
    Comments
    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.
  • Reviewer
    Location
    winsford cheshire
    Reviewing
    John Lewis Broadband
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      2 stars
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    changed 2 homes over and no routers

    bt turned the broadband off, JL SENDING routers but dont know when we will get them how goods that

    email from JL SAYS YOU CAN CONTACT US 24/7 not ture 9-6 pm only

    afriad PLUS NET Is BT WHO ARE THE WORLDS WORST Providers

    i forgot to check the small print where jl said the provider was plus nut . only when you check you find out its BT
  • Reviewer
    Location
    Sussex
    Reviewing
    John Lewis Broadband
    Date
    Ratings
    • Satisfaction
      5 stars
    • Customer Service
      5 stars
    • Speed
      5 stars
    • Reliability
      5 stars
    Comments
    I switched from BT Infinity 2, which was costing me over £55 per month, to John Lewis Broadband following a price rise email from BT. I'd been a BT customer for over 25 years and their prices are no longer something I care to tolerate.
    My JL router arrived a few days before the agreed switchover date and on the morning it was due, my phone line was active. The broadband was not and I was surprised this was not made clear by JL. I rang their customer service team and my call was answered within an acceptable time. The customer service agent was based in the UK and clearly had a good handle of what was going on. He was able to manually switch on my broadband and everything worked smoothly.
    I read, with alarm, some of the negative experiences people have had with JL broadband but mine, so far, has been nothing but great and less than half the price of BT!
  • Reviewer
    Location
    Liverpool
    Reviewing
    John Lewis Broadband
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    I ordered this a month ago. The delivery date was two weeks ago. I had to ring to ask where it was.
    The guy said he would send a router immediately but refused to start the Broadband so I could use an existing router.
    The router arrived, so I rang to ask them to start the broadband. Apparently they have no record of an order.
    It will take another 4 days.
    I think the problem is PlusNet but who knows.

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