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
    2.4 stars

Based on 103 customer ratings since 2021-07-02 (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.

791 Customer Reviews over 20 pages

  • Reviewer
    Location
    Chester
    Reviewing
    John Lewis Broadband
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    This is the first Tim that I have completed a review and especially a negative one at that, however, I feel strongly that I should share my experience so others can be aware of the awful company that is John Lewis.

    Firstly I joined John Lewis as I needed a faster broadband for all the zoom calls that I needed to make and believed all the hype on their website, however, as soon as I was activated the connection was awful and continually dropping out, I couldn't even download a movie on Sky TV. I contacted on a number of occasions and was continuously told many days after my complaint that my line speed was fine. But it wasn't!!!!

    The there was the issue of my introduction offer, which I never received and following many many attempts to contact to chase up, just gave up in the end :-(

    Then as a last ditch, failing to resolve my line speed or even get an acknowledgement of my issue I cancelled my contact (and got charged £111 for the privilege of having very poor to no service) and moved to BT internet.

    Since moving it has been trouble free and super fast speed.

    My advise is to avoid John Lewis.

    A very unhappy customer
  • Reviewer
    Location
    Broseley
    Reviewing
    John Lewis Broadband
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    Paid for DSL broadband was supposed to have been activated yesterday, but is still switched off. No explanation given for the delay. Contacted support, and waited for over 30 minutes, before giving up. Their online email support form appears to have been disabled, so you can't even contact them this way.

    The sales people are the only ones who answer their phones, and the one I spoke to ACTUALLY ADMITTED they deliberately disabled their email support. AVOID AVOID AVOID.
  • Reviewer
    Location
    edinburgh
    Reviewing
    John Lewis Broadband
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    This is not a john lewis product ... its plusnet/BT and the customer service that goes with it... my advice is to stay far away
  • Reviewer
    Location
    Liverpool
    Reviewing
    John Lewis Broadband
    Date
    Ratings
    • Satisfaction
      2 stars
    • Customer Service
      3 stars
    • Speed
      3 stars
    • Reliability
      4 stars
    Comments
    I have never experience so many issues with a product in my life. 6-8 weeks to get the line installed, 4/5 engineer visits due to technical problems. A year later the service cuts out, engineer called, issue resolved. Was then overbilled £70 when moving house. Customer service are helpful, but way too many service issues.
  • Reviewer
    Location
    Ilkeston, Derbys
    Reviewing
    John Lewis Broadband
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    Funnily enough they state when reporting a ‘tech issue’ that they will respond within 24 hours - the ONLY response I have had at all relating to my 5 + emails about the disastrous service was when I gave in and said I was transferring to another supplier. The new supplier prompted an automated email - they had been contacted and I had a severance payment to make. 3 Days later a tech email came through.
    I was with Plusnet before and would go back as this JL filtered broadband is THE worst service and supply I have ever known. If only I could get through to question the final bill and atrocious service - but they have beaten me into submission. Anything to get away. So typical of so many companies now. Dreadful.
  • Reviewer
    Location
    Durham
    Reviewing
    John Lewis Broadband
    Date
    Ratings
    • Satisfaction
      2 stars
    • Customer Service
      2 stars
    • Speed
      2 stars
    • Reliability
      2 stars
    Comments
    I have been trying to contact my supplier for ten days now without any response. I would like to change to fibre but because I cannot speak to them I cannot move forward. Will probably move to another supplier.
  • Reviewer
    Location
    bournemouth
    Reviewing
    John Lewis Broadband
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      2 stars
    • Speed
      3 stars
    • Reliability
      2 stars
    Comments
    Very poor installation service and customer service to resolve the issues, not what I expected from JL. Phone wait times are over 40 minds every day for tech support, they don't have enough engineers and are backlogged.
  • Reviewer
    Location
    Norwich
    Reviewing
    John Lewis Broadband
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    Unfortunately I advise everyone NOT TO.
    They are appalling and will just say they are dealing with it. I have been without connection for 3 weeks after the 'go live date'
    GO ANY WHERE BUT NOT JL/PLUSNET
  • Reviewer
    Location
    London
    Reviewing
    John Lewis Broadband
    Date
    Comments
    Unreliable, unprofessional, nightmare, waste of time and energy, stress and anxiety are the words come to mind. PLEASE don’t sign up to John Lewis Broadband!!

    Every day something comes up, one day the internet doesn’t work and I have to wait for a week to sort it. Then the spear goes down, they sent to engineers wasting 2 weeks without internet. Then I can’t access website and now their website is down.

    The worse ever service I have ever had. Do not go with John Lewis and read all reviews before making a decision.
  • Reviewer
    Location
    Reviewing
    John Lewis Broadband
    Date
    Comments
    We have been waiting since 21 October to be connected and still waiting. Every time we phone customer service they have some silly excuse and tell us the same rubbish over and over again. We are in our 70's and can not get out to go shopping so we rely on the internet for our food deliveries. We will now definitely cancel our contract with them and tell all our friends and family never, ever sign up with John Lewis broadband.
  • Reviewer
    Location
    Durham
    Reviewing
    John Lewis Broadband
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    DO NOT USE. This service has nothing to do with John Lewis. It is Plusnet on the cheap. After I made the order they didn't send a router out. They didn't respond to emails, and the customer service rep had the cheek to tell me to be "civil" by challenging him that he was wrong. Apparently it's my fault that I didn't have the router because I must have it. Utter incompetence verging on fraud to advertise this as John Lewis.
  • Reviewer
    Location
    London
    Reviewing
    John Lewis Broadband
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    Terrible service - set up fee taken and though no set up delivered. Requested set up was apparently cancelled due to issues at my address, without anyone letting me know. 3 months, and multiple requests via website and phone later, I still haven't been able to get my money back. Requests via website lead to responses that refunds can only be accessed by calling the cancellation line, but nobody ever answers that line. Absolute scam - John Lewis should be ashamed to be putting their name to this service.
  • Reviewer
    Location
    London
    Reviewing
    John Lewis Broadband
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      2 stars
    • Reliability
      1 star
    Comments
    DO NOT USE THIS PROVIDER - They have scammed us out of over 80 pounds. After 2 months of back and forth (they will blatantly lie to you over the phone, saying they will call you back and then never do - promising an engineer to come out and then saying it was cancelled with no reasoning or notice) we still have no internet. They are extremely deceitful over the phone and will constantly shift the blame to their partner company Openreach in an attempt to get out of ****. I cannot stress enough how painful this experience has been. Avoid like the plague.
  • Reviewer
    Location
    Vale of belvoir
    Reviewing
    John Lewis Broadband
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    Terrible experience, terrible customer service and employs criminals, only been with them 2 months, tried to take dd out week early and got declined, they restricted my account immediately, could not even get on their own website to make a payment or sort out, rang them up several times but after 20 mins on hold but finally got through, paid over the phone remotely with debit card, told service would be back to normal within couple hrs..... week later still restricted service but least of my issues, knew something was off when agent asked for my card details twice .... I was right, checked account and he had taken 2 payments....got worse, next day contacted by my bank as my details had been used to make several purchases in Eastern Europe .... I had been hacked and this was first time in a very long time I had given my details over phone ....he had obviously sold my details to a criminal gang.... and this is John Lewis !!!!! Now waiting for a new card and for all fraudulent activity to be reversed, I am not rich person and this has left me in dire straits but JL broadband not interested, won’t even answer my many emails, still restricted service, made a complaint to ofcom and reported to police , I came to this company because I trusted John Lewis but this is not John Lewis it is plusnet and I cannot wait to get away from such a terrible company, BEWARE, CORRUPT AND FRAUDULENT COMPANY
  • Reviewer
    Location
    Hemel Hempstead Herts
    Reviewing
    John Lewis Broadband
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    John Lewis broadband has poached myself and others because of their reliable good name how wrong can one be they have conned all of us. The broard band is dead slow, cannot load BBC iPlayer 90% of the time have reported it many times only been threatened with an expensive fine if I cancel contract. Not fit for purpose John Lewis name gone down the pan. Anthony Thomas.
  • Reviewer
    Location
    Suffolk
    Reviewing
    John Lewis Broadband
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      2 stars
    • Reliability
      2 stars
    Comments
    We closed our account as we were moving. However before that we rang several times to make sure we could continue with our webmail. On each occasion we were reassured we could. Today, with the account closed we have no webmail and told they cant provide this service.So we have lost everything, thanks JL for nothing.
  • Reviewer
    Location
    Knebworth, Hertfordshire
    Reviewing
    John Lewis Broadband
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      2 stars
    Comments
    Tried to switch from Plusnet to JLewis broadband. However as JLewis use Plusnet they tried switching me twice and both times this has failed and I've wasted over a month in paying higher phoneline and broadband. I contacted jlewis customer services three times and it took 45min, 30 min and last time 20min to get through. Very, very poor service. Not what I was expecting. Look else where.
  • Reviewer
    Location
    London
    Reviewing
    John Lewis Broadband
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    Avoid the stress, avoid like a plague.
    Our go live date was delayed by a day due to a mistake of not linking my account online.
    Most days after 1am my Internet cuts off.
    13 days in, I have NO internet for more than 48 hours and I cannot remote work.
    An employee named Vashir Omar had the cheek to raise his voice at me for his team's incompetence.
  • Reviewer
    Location
    Gloucester
    Reviewing
    John Lewis Broadband
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    Absolutely useless! Tried to move house with them..was sent a text to say a phone line would be installed on a particular day between 1 and 6 pm. Rang at 4 pm to check the date was correct. Was on hold for over 40 minutes, told the engineer was still due, not to worry. 6.30 pm no sign. Rang again and was told my address didn't exist. Put back on hold for over 40 minutes...complete waste of time AVOID AT ALL COSTS COMPLETLY INCOMPETENT.
  • Reviewer
    Location
    Bristol
    Reviewing
    John Lewis Broadband
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    Just horrendous! Constantly dropping connection - drops out roughly 8 to 15 times per day and is dropped for about 5 to 10 minutes at a time. Have tried calling customer service but there is NOONE THERE!! Phone just goes to hold then eventually times out and drops the call. They are of course still collecting payments so their billing system is obviously working fine. STAY AWAY FROM THIS COMPANY - DO NOT SIGN UP WITH THEM.
  • Reviewer
    Location
    London
    Reviewing
    John Lewis Broadband
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    Absolutely Useless Service !!!!!!!

    My broadband has been on and off for about 8 weeks now.
    3 engineers have come out now so far, and still broadband not fixed.
    Each time, having to wait three days for each engineer is so tiresome now.
    I am not getting the service I am paying for, from John Lewis! I cannot afford the penalty charge to leave this terrible unprofessional organisation, that has caused me undue stress and upset.

    Yet another appointment has been made for Monday 12/10/2020 (the fourth engineer), and I am sure that this will not help the situation. The incompetence and unprofessionalism is staggering.

    Does not even deserve to be one star
  • Reviewer
    Location
    Cambridge
    Reviewing
    John Lewis Broadband
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    I wish I had paid more attention to the reviews of John Lewis broadband because everything people have said is 100% true. I placed my order over 1 month ago and am still without a working connection. This has also included over 4 phone calls (and having to be on hold for 30 mins plus) to useless and uninterested staff. I keep being told that it is not their problem and that the problem is with BT but surely it is their responsibility to chase BT to ensure that they fulfil customers orders. To anyone thinking of joining - please don't do what I did and ignore all these reviews! Join someone else!
  • Reviewer
    Location
    Kent
    Reviewing
    John Lewis Broadband
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    Shocking! I signed up for this believing I could trust the good name of John Lewis for customer service. Howeber they've missed the first and second installation dates and have not made any contact about this despite my request that they do via their service ticket system. So for a third time in a month I'm on an hour long hold on their phone line (which in itself is dreadful, you get to hear the same few tracks on repeat). I actually feel sorry for their customer service team who must face constant anger and frustration from customers as the service is so poor (and in my case so far non existent!). Never again.
  • Reviewer
    Location
    oxford
    Reviewing
    John Lewis Broadband
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      2 stars
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    their 66 mbs avarage broadband gives med 1.5 download and 0.5 upload as a average score of several readings
  • Reviewer
    Location
    Nottingham
    Reviewing
    John Lewis Broadband
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      3 stars
    • Reliability
      4 stars
    Comments
    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
  • Reviewer
    Location
    LOWESTOFT
    Reviewing
    John Lewis Broadband
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    Comments
    After continual excuses and apologies for failing to connect my broadband the company have now admitted fault, previously blaming BTOpenreach. Dismal customer service, broken promises, on live complaint/query system ineffective, they close requests if they are showing the company in a negative manner. If you were thinking of using them, my advice is don't. I still have no internet 5 days later.
  • Reviewer
    Location
    Northants
    Reviewing
    John Lewis Broadband
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    Comments
    Absolutely awful service, never use John Lewis for wifi. Lack of communication, do not update customers. Still without wifi even though we have paid for engineer and monthly rate. Engineers don’t turn up to appointments neither do they update you of their absence. Haven’t received complimentary voucher neither. Beyond disappointed they haven’t done anything remotely reasonable nor justifiable.
  • Reviewer
    Location
    London
    Reviewing
    John Lewis Broadband
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    Lousy broadband - very poor signal, appalling customer service. If I were John Lewis I would stop putting my name to this. Because I was out of contract when i asked to move house they said they'd charge me £65 or else I could choose to be locked in to another contract with them - heads they win, tails I lose. I don't want to be with a company that treats me like this. Please avoid at all costs if you value your sanity.
  • Reviewer
    Location
    dorset
    Reviewing
    John Lewis Broadband
    Date
    Ratings
    • Satisfaction
      2 stars
    • Customer Service
      1 star
    • Speed
      3 stars
    • Reliability
      4 stars
    Comments
    within days of signing up they informed me of a price increase. so for 10+ montha i have had to pay an extra £2 per month. under new rules i could have cancelled but i had already paid the connection fee of around £70. now my contract is nearly at an end and i have contacted via account query 3 times and not even an acknowledgement. would definitely not recommend....i am going direct to plusnet who at present dont increase charges during initial contact.
  • Reviewer
    Location
    Sussex
    Reviewing
    John Lewis Broadband
    Date
    Ratings
    • Customer Service
      2 stars
    • Speed
      2 stars
    Comments
    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
  • Reviewer
    Location
    Dundee
    Reviewing
    John Lewis Broadband
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    Comments
    I placed an order for a connection and router one month ago. Money was immediately taken from my account and then... silence... Any questions asked in the online query system they recommend go ignored, the average hold time on the phone is 30+ (with potentially the worst hold music I have ever heard), customer service tends to just tell you its all going to be sorted and to wait 24 hours, and proceed to do nothing about the problem. I've now jumped ship and am trying another company with no sign of a refund happening any time soon.

    Funnily enough when I phoned to cancel the agent on the other end was more than happy to, the entire call took no more than 2 minutes. He sounded like he wanted to die.
  • Reviewer
    Location
    Berkhamsted
    Reviewing
    John Lewis Broadband
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    Comments
    Not a good experience, never got service.
    Did my order by phone as web method redirected me to a phone number when ordering the most basic (10Mb) service.
    Lost all trace of my order, but had already taken the initial month's payment on a credit card. Then it took a month to get that refunded.
  • Reviewer
    Location
    Ashford
    Reviewing
    John Lewis Broadband
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      3 stars
    • Speed
      2 stars
    • Reliability
      2 stars
    Comments
    I swapped to John Lewis broadband because I (mistakenly) believed it to be the same quality as everything else about John Lewis... how wrong can you be!
    Had no issue with changeover (other than router arriving only the afternoon before changeover date, which had me fretting). Since then two major problems appeared:
    1- speed has dropped, even though ping tests indicate about 35-37Mps. iPlayer sometimes hangs, which it didn't with the previous supplier (SSE).
    2- they don't want to take the DD payment, even though there's plenty of money in the account. Each month I try paying on line - it doesn't work (can't access the payment area) so I have co call and pay by card.
    The people on the phone are great, but the rest of it is utter rubbish.
    Pity. John Lewis has such a great reputation as well.
  • Reviewer
    Location
    Leicester
    Reviewing
    John Lewis Broadband
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    I have ordered the broadband in June. 2 months later, with a response time of 2 weeks on average they still don't know when I could expect to receive it.
    Thus far they have missed 4 of their "deadlines"
  • Reviewer
    Location
    uk
    Reviewing
    John Lewis Broadband
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    SHOCKING. SHCOKING SHOCKING. AVOID AVOID AVOID. SIGNED UP FOR BROADBAND AND LANDLINE PACKAGE OVER 4 WEEKS AGO AND STILL NOT CONNECTED!!!!!
    Everytime I phone (in queue for ages with depressing crackly music. then told it is all getting sorted. They make up some twoddle and tell you it is being sorted. Then Nothing. So I phone back to find out what is happening RE the lack of connection& landline. Same old story - am in phone queue, then get lied to, and nothing happens again. They are using Covid as an excuse, just like so many other companies are. Thought better of a JL service :( Am off to meditate now to reduce my stress and fed-up levels :) )
  • Reviewer
    Location
    Essex
    Reviewing
    John Lewis Broadband
    Date
    Ratings
    • Reliability
      1 star
    • Speed
      1 star
    • Customer Service
      1 star
    • Satisfaction
      1 star
    Comments
    I think it is diabolical that I have been waiting 3weeks from when I applied and still do not have the internet every 2dayss I phone and I’m told I have to wait 48hrs then 48hours later I’m told 48hrs then 48 hrs later the same,I totally broke down and had to have a crisis team to come out as you had totally broke me,I still have no internet! It’s terrible to treat people like this especially in isolation
  • Reviewer
    Location
    Ringwood
    Reviewing
    John Lewis Broadband
    Date
    Ratings
    • Customer Service
      1 star
    Comments
    Terrible customer service. Delayed installation of broadband for over a month so ended up cancelling and going with another provider.
  • Reviewer
    Location
    Sy59ja
    Reviewing
    John Lewis Broadband
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    The worsed ever. They are so bad I cant believe it. They lie to you saying someone will be coming out and the fault will be sorted by the end of the day. Then I phone the next day and they say oh well no one has come out. The message wasn't even passed on. Lie after lie. Never ever again. They waisted hours of my time on the phone and I got know where. So angry with them. Dont waist your time
  • Reviewer
    Location
    Plymouth
    Reviewing
    John Lewis Broadband
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    Same as all the others...dreadful nonexistent service. List my initial order so it took over 3 weeks to get connected...only it then didn't work. Takes an hour to get through to support...they then cant fix it and font call back as promised. Needed an Openreach engineer eventually who commented theyd turned the speed right down. A week later, after several drop outs and a painfully slow service.. apparently I shouldn't expect to rely on wifi!!!...I have no internet and they think a faulty router. I'm off to EE to buy their mobile internet. ADVISE NOBODY USES JOHN LEWIS INTERNET...well actually you cant as it doesnt work!
  • Reviewer
    Location
    Edinburgh
    Reviewing
    John Lewis Broadband
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    The worst broadband company I have ever had.
    Since I’m with them, the internet was slow always.
    Now I’m moving out so I had called them, and I said to switch the internet off with the End of the month 31st!!
    They switched it off at the 13th and they said it would take 2 weeks until they can switch back on.
    I’m moving gout that time, I can’t do my home office for 2 weeks. Very poor customer service and very disappointing!!!

    Don't recommend it to anyone!

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.