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
    London
    Reviewing
    John Lewis Broadband
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      2 stars
    • Reliability
      1 star
    Comments
    Don’t go near them with a barge pole. Cancelled my contract due to a home move. But the move was delayed so I then called to delay cancellation of contract. Was told it was fine and received email confirmation as well. But then was disconnected anyway. Was then basically told it’s my fault and that I shouldn’t have listened to the last agent I spoke to who agreed to the extension. Awful customer service, argumentative and rude. Never going back
  • Reviewer
    Location
    Trowbridge
    Reviewing
    John Lewis Broadband
    Date
    Ratings
    • Satisfaction
      2 stars
    • Customer Service
      1 star
    • Speed
      2 stars
    • Reliability
      1 star
    Comments
    My connection has been unreliable in two separate houses. The customer service is abysmal. Make sure you contact the complaint department. They can make at least make things move faster. The move from one address to another was mismanaged dreadfully. The impression you get is that the systems are all over the place. I have been offered £100 as a goodwill payment and a waiving of the fee if I choose to move to another provider. It's my second night with John Lewis broadband in the new house and the connection is dropping in and out all the time. It's not worth it. In an industry where poor customer service seems endemic, John Lewis manages to surpass the competition and plumb new depths
  • Reviewer
    Location
    Surrey
    Reviewing
    John Lewis Broadband
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    Comments
    if you are thinking of moving don't give John Lewis a chance to mess it up! Signed up to a new contract, got the phone and broadband yesterday only to be told that due to a billing error on their part we are now to be without phone and broadband for another 10 days. You know John Lewis 3 months free just does not make it right, I expect better from a company that prices itself for customer service.
  • Reviewer
    Location
    Hampshire
    Reviewing
    John Lewis Broadband
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      2 stars
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    Have left today and what a difference! Had ongoing problems, John Lewis sent me a replacement sagecom router, terrible, never worked, dropped out, had to change channel continuously to get it to work.
    Opened a ticket for reporting a fault, five weeks later, still no proper internet service, luckily was out of contract so changed to EE. Just today I can run Netflix, my iPad and you tube for the first time in months. Got a measly £15.00 compensation from JL and had to fight for that. Very very disappointed. John Lewis your poor broadband is trashing your good reputation - I would do something about it if I were you!
  • Reviewer
    Location
    london
    Reviewing
    John Lewis Broadband
    Date
    Ratings
    • Satisfaction
      2 stars
    • Customer Service
      3 stars
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    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.
  • Reviewer
    Location
    London
    Reviewing
    John Lewis Broadband
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    I never usually write reviews but JL broadband had such abysmal service. It took nearly 2 months for JL to set up my broadband and landline provision even though it was supposed to be a simple port over from my previous supplier. This left me with no internet service for over a month. I had to keep chasing them to find out what was going on and each time I got a different excuse. Twice my order was mysteriously cancelled mid way through the process! Although polite, he customer service staff didn’t have a clue about what was going on.
    I’ve now gone back to my previous provider even though JL have the gall to charge an early termination fee! . Will never use them again.
  • Reviewer
    Location
    LONDON
    Reviewing
    John Lewis Broadband
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      2 stars
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    Before John Lewis, I used to have Sky Broadband and I really sorry to leave them. I thought both company use same BT lines and assumed there would not be difference. I failed too bad. Johnewis keeps dropping and very very slow. During last 11 months I had to keep raise query and never seen problem solved permanently. Never had such problem with SKY. Don't waste your money and energy for nothing
  • Reviewer
    Location
    shrewsbury
    Reviewing
    John Lewis Broadband
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    Never try their broadband. They use a cheap router and you have to change the channels regularly to make it work. We always have drops in our internet upto an hour long, and when i ring their technical dept they say that it is expected to have at least 3 or 4 drops every 3 days, ive never had that with Sky or anyone else.

    We spend over £130 a week with Waitrose shopping and buy clothes and electricals from John Lewis, and when we said we would cancel all those weekly orders for the sake of a £100 cancellation fee, the person said, i have the ability to remove the cancellation charge, but i wont do it, even though he knew they would loose £6-8000 a year in shopping. What a joke.

    We are taking it further so i would let you know what his managers say about loosing £8000 a year for the brand to keep £100 in his department.
  • Reviewer
    Location
    London
    Reviewing
    John Lewis Broadband
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    Never choose John Lewis Broadband!!! It’s TERRIBLE. So bad that I had to go out and buy a sim with data so I could function day to day. The internet continually cuts out, phone crackles and tv reception stinks. Smarmy verbiage from customer support but it all adds up to nothing. I was told upgrading to optic would improve reception but this was a complete LIE and tantamount to mis-selling. Then to add insult to injury, I was only offered a £29 refund for MONTHS of rubbish internet plus mega annoyance and time wasting. This sum didn’t cover the extra expense I incurred buying data and sim from another provided while I unsuccessfully tried to get my JL broadband sorted.
    I used to love John Lewis. Now I hate them.
  • Reviewer
    Location
    Wirral
    Reviewing
    John Lewis Broadband
    Date
    Ratings
    • Satisfaction
      2 stars
    • Customer Service
      3 stars
    • Speed
      3 stars
    • Reliability
      2 stars
    Comments
    Poor service, been with them a year almost and it’s a monthly occurance - poor internet, tel line issues...yet again today tel line is down, internet slow, have 6 weeks to go till end of my contract...told line fault will be fixed by end of the week...I’m can’t stand the poor service anymore and I’m leaving early..paying the early exit fees, but I just don’t care -it’s been such a poor service!!
  • Reviewer
    Location
    Chester
    Reviewing
    John Lewis Broadband
    Date
    Ratings
    • Speed
      4 stars
    • Reliability
      4 stars
    Comments
    Don't join John Lewis broadband been with them for 8 months and have yet to be billed after30_40 calls and e mails they just keep saying we are working on it,but after8 months no fix ,not a good company.
  • Reviewer
    Location
    West Malling
    Reviewing
    John Lewis Broadband
    Date
    Ratings
    • Satisfaction
      2 stars
    • Customer Service
      2 stars
    • Speed
      4 stars
    • Reliability
      3 stars
    Comments
    Anybody else annoyed at the fact that there is now no way of printing out a COMPLETE detailed telephone bill, such as via a pdf? I have been told by Service Dept that I have to print a summary via Firefox and then do a print screen of each separate page of an Excel spreadsheet in order to get the complete bill. TOTALLY UNACCEPTABLE!!
  • Reviewer
    Location
    manningtree
    Reviewing
    John Lewis Broadband
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    Now become so unreliable & they are no help in changing
  • Reviewer
    Location
    Haslemere
    Reviewing
    John Lewis Broadband
    Date
    Ratings
    • Satisfaction
      5 stars
    • Customer Service
      5 stars
    • Speed
      4 stars
    • Reliability
      4 stars
    Comments
    Signed up for John Lewis broadband as price was competitive, then read reviews and was filled with some doubt, but I am now up and running for a week and have nothing but positive feedback. I called the Helpdesk with questions and the phone was answered instantly. Router set up was simple. Live set up occurred as promised. Communications always clear and timely and even a phone call today, just to check up everything was good. Line speed pretty much as promised. 5* at this moment, long may that last, and no regrets about moving my business to John Lewis.
  • Reviewer
    Location
    Ashford Hill
    Reviewing
    John Lewis Broadband
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    In short, don't use them.
    Our phone line and internet were cut off for over a week. After an engineer could not find a fault at the exchange, they sent an engineer to the house without an appointment. No one was in, and then they told us they could not send another for 4 days. When the engineer did come (after a week), it turned out that the fault was at the exchange all along and the first engineer had missed it.
    Customer service was poor, giving different excuses for not sending an engineer, and it was impossible to elevate the complaint.
    When the line is working, we only get download speeds of max 2mbs, but this regularly (every couple of days at the moment) gets dropped down to 0.2mbs. When we call, the speed goes back to normal, so BT must be choking the speed.
  • Reviewer
    Location
    Alfreton
    Reviewing
    John Lewis Broadband
    Date
    Comments
    Do not choose John Lewis broadband thinking that the name suggests quality as you exoect with it stores. Two separate things!!
    I thought, a name you can rely on, must be good, how wrong was I.
    Fibre... 3.5 download MAXIMUM. Installed a week later than I was expecting, then after installation discovered hadn't been setup correctly their end. Had a friend over who deals with such things thru work, she was on the phone to an engineer for 30 minutes trying to sort for me!
    Reply to my complaint, patronising and sarcastic veiled very thinly. Discovered it in my junk box which in all fairness is where it belonged.
    Very often no internet at all as proved by my NOW TV box in the middle of programmes advising me to check my connection.
    I left it too late to cancel the contract but won't be making that mistake ever again. I'm now nearing the end of my year and I can't wait to leave. You have been warned!
  • Reviewer
    Location
    Peterborough
    Reviewing
    John Lewis Broadband
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    1 star is too generous. Please heed my warning, and do not use John Lewis Broadband. Do not be seduced by their offer of a gift voucher. It is not worth it. I transferred my service from Sky to them on 4th March. I was due to go over to them on Monday 18th. In this time the only communication I had was from Sky to say they were aware I was leaving them. Nothing from John Lewis and no router, so today (16th) I called them, only to be told that the request to transfer the line hadn't gone through properly. Apparently this was not their fault, it was Open Reaches fault and they were going to complain themselves. I was told he would email me to advise what was happening and try and get this pushed through for 18th, and to put my feet up and have a tea. Cocky idiot. I got his response on email and it was woefully insufficient. They were now blaming Sky - 'Sky hadn't received our order until a later date...' (??) 'so they rejected our request to keep the number. I've spoke to number ports and they've raised a manual order to get the services live on the 25th instead'. It also said underneath that my query was on hold till Wednesday 20th, so he was OK with leaving my high and dry till then? No thanks. They are a total shambles. They don't accept any accountability for THEIR mistakes, and there was at no point an apology from this person or from anyone I spoke to on the phone when I called to cancel the request altogether. DO NOT PUT YOURSELF THROUGH THIS. Their line for customers opting to leave them was red hot. I was on hold for 40 minutes. No wonder. Go with a reputable provider and don't waste your whole Saturday like I have had to do to deal with these jokers. I'm staying with Sky - I was only moving away from them to get a cheaper deal which they have now given me.
  • Reviewer
    Location
    Shropshire
    Reviewing
    John Lewis Broadband
    Date
    Ratings
    • Satisfaction
      3 stars
    • Customer Service
      3 stars
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    Broadband has been hopeless, whenever tested it's just ok but so slow most of time and Alexa devices can't work properly
  • Reviewer
    Location
    Shetland
    Reviewing
    John Lewis Broadband
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    Terrible customer service. Finally did the switch from BT, and regretted it almost instantly. Speed dropped from 7mbps to 0.4, cue daily phone calls to the worst CS ever! Left in my cooling off period, still trying to charge me £50.
  • Reviewer
    Location
    Penketh, Warrington
    Reviewing
    John Lewis Broadband
    Date
    Ratings
    • Satisfaction
      5 stars
    • Customer Service
      5 stars
    • Speed
      5 stars
    • Reliability
      5 stars
    Comments
    Have to say so far so good. Had been with Virgin cable for more than 10 years, but was determined to reduce my monthly bill. Couldn't get virgin to budge on price so looked around for a good deal. Price good and customer contact centre very efficient. Only issue I had was I had to call customer support to activate the broadband after the phone connections had been made by the engineer. Speed so far good and able to use Freeplay no problems
  • Reviewer
    Location
    Reviewing
    John Lewis Broadband
    Date
    Ratings
    • Speed
      3 stars
    • Reliability
      3 stars
    Comments
    No customer service staff have no upper management for you to escalate any problems Plusnet advertising customer service won't let you down!
    DON'T BELIEVE IT
    Problems are just repeated 48 hours before update 48 hours for next update 3 weeks still awaiting for it to work!!!!!
  • Reviewer
    Location
    Cardiff
    Reviewing
    John Lewis Broadband
    Date
    Comments
    This is the worst internet provider I have ever been with constant dropping very slow poor broadband I never signed up to this discussting service
  • Reviewer
    Location
    Stirling
    Reviewing
    John Lewis Broadband
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      2 stars
    Comments
    We switched from Talktalk 5 months ago to save £10/month. We can no loger watch BBC iPlayer without it pausing frequently to load. Web pages load slowly. Even listening to internet radio such as via BBC iPlayer radio doesn't work properly. It keeps dropping out. It is supposed to be a minimum guaranteed speed of 3mbps yet I can't even stream radio reliably! Online speed test websites say I'm getting a decent speed but actual usage is terrible. This was never a problem with our previous provider TalkTalk.
    The online help says I have to try a different router. Fantastic! I'll spend my evening configuring my old TalkTalk router and see if that works. Thannks a lot John Lewis broadband. We've paid you £120 so far for dial-up quality internet connection. Complete rip-off and wasted loads of time reloading pages, missing radio and tv programs and now messing around with router configuration like it's 2001.
  • Reviewer
    Location
    Newport
    Reviewing
    John Lewis Broadband
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      2 stars
    • Reliability
      1 star
    Comments
    Please save yourself a lot of hassle and DON'T sign up with these amateurs. I have never been with a telephone company that has been so stressful to deal with ever right from the very beginning and until know (5 months later). It's like you call them and they say they are doing this and that on the call when in fact they aren't doing anything. There seems to be no upper level of management that you can escalate things to either on the telephone or by email, so you just end up having to get angry at the customer service rep who can't do anything for you anyway. Join them and you will see what I mean when it all goes wrong, which there is a likelihood that it will. For me unfortunately my next move is OFCOM as the head office can't seem to solve my latest problem which is being automatically overcharged every month for mobile phone calls which were part of my original call plan 5 months ago and so far they have been unable to refund the extra £50-60 each month I'm being overcharged by. Jokers!
  • Reviewer
    Location
    kings lynn
    Reviewing
    John Lewis Broadband
    Date
    Ratings
    • Satisfaction
      2 stars
    • Customer Service
      4 stars
    • Speed
      4 stars
    • Reliability
      3 stars
    Comments
    been with john-lewis broardband and phone, had a lot of trouble the dial tone was there when dialling out. eventually got sorted after 3 engineers, no communication from the company to the engineers, had to relate the problem each time, then show them what was happening each time. just found out the bullgaurd internet security last a month so have to take it out then reinstall it each month while subscribing to john-Lewis, they don't tell you that. problems for them to take direct debit out , had to end up paying them by card, have got assurance from them that this will not happen again. on the whole would not recommend this service
  • Reviewer
    Location
    Herne Bay
    Reviewing
    John Lewis Broadband
    Date
    Ratings
    • Customer Service
      1 star
    Comments
    Nothing but contempt for this company. So very helpful staff. Only been with them since 09/2017 and had nothing but hassle from day one. Connection is a big joke if you can connected at all? Its costing my Wife and I to break the contract £130:40 which we cant afford but what can one do? A decent service we need not keeping fingers crossed and praying when logging on. Back to the drawing board but who is a decent helpful company??
    Under no circumstances give this compnay your business but PLus Net their server is a part of BT.

    Never again has cost us money like it has other with their story's of woe
    I give zero stars for all catogories i clicked Customer services in error.
  • Reviewer
    Location
    Gloucester
    Reviewing
    John Lewis Broadband
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    Don't waste your time with this company. Failed to supply Internet and so far its been 2 months trying to get our initial payment refunded. Customer service lie to get you off the phone and hang up on you if they can't be bothered with you.
    AVOID THEM.
  • Reviewer
    Location
    Builth Wells
    Reviewing
    John Lewis Broadband
    Date
    Ratings
    • Satisfaction
      2 stars
    • Customer Service
      1 star
    • Speed
      4 stars
    • Reliability
      4 stars
    Comments
    So disappointed, customer support seem to be trying, 9 queries logged now, no action taken, their website is not fit for purpose, only shows grey page when looking for itemised landline calls, they have to send me hard copy of same before I'm prepared to pay them, cancelled my 12 month contract with them(what a performance!),so disappointed.
  • Reviewer
    Location
    Builth Wells
    Reviewing
    John Lewis Broadband
    Date
    Comments
    So disappointed, customer support seem to be trying, 9 queries logged now, no action taken, their website is not fit for purpose, only shows grey page when looking for itemised landline calls, they have to send me hard copy of same before I'm prepared to pay them, cancelled my 12 month contract with them(what a performance!),so disappointed.
  • Reviewer
    Location
    Lancashire
    Reviewing
    John Lewis Broadband
    Date
    Ratings
    • Satisfaction
      5 stars
    • Customer Service
      5 stars
    • Speed
      5 stars
    • Reliability
      5 stars
    Comments
    I was paying premium price with BT broadband and thier broadband was poor. I decide to join John Lewis Broadbad as I can honestly say their broadband is so much better than BT. I also saved more than £10 a month. Highly Recommend to family and friends.
  • Reviewer
    Location
    Devon
    Reviewing
    John Lewis Broadband
    Date
    Ratings
    • Satisfaction
      3 stars
    • Customer Service
      2 stars
    • Speed
      5 stars
    • Reliability
      5 stars
    Comments
    I am into my second year with JL Broadband, my only complaint is their approach to customer loyalty, they aren't really bothered if you stay or go at the end of 1 year contract, they reluctantly agreed to allow me to stay with discounted rate for new customer but no cashback. Not the John Lewis never knowingly undersold approach. In terms of relaibility and performance, 5*.
  • Reviewer
    Location
    winchester
    Reviewing
    John Lewis Broadband
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      4 stars
    • Reliability
      1 star
    Comments
    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
  • Reviewer
    Location
    Salisburt
    Reviewing
    John Lewis Broadband
    Date
    Ratings
    • Satisfaction
      5 stars
    • Customer Service
      5 stars
    • Speed
      5 stars
    • Reliability
      5 stars
    Comments
    So many bad reviews, I think people only tend to review when a bad experience so I just thought I would say I have been with JL for almost a year, perfect switch and first class service ever since
  • Reviewer
    Location
    Crawley
    Reviewing
    John Lewis Broadband
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    Six weeks without reliable telephone or internet over Christmas 2017, repeatedly told no fault snowing, had to wait for a BT openreach engineer. After using my mobile to call both JL broadby and BT and arranging appointments directly with the engineer myself I once again had internet. This week the problems begin again, this time I'm told again that the system isn't showing a problem (just like last time) and if it's the router I can buy another one.

    Dont waste your time or money, I would not recommend this company if my life depended on it.
  • Reviewer
    Location
    Devon
    Reviewing
    John Lewis Broadband
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    We left this company before the year was up as our Broadband was so slow. We were told we would not pay a termination fee as that was the reason we were leaving. They then sent a text and an email asking for money for the months left. Our new company agreed if we paid they would credit our account. Today I went to pay and was told my bill had been passed to a debt collection agency. I have never in my life been in debt or owed any money. Disgraceful...Beware of this dreadful company
  • Reviewer
    Location
    FRINGFORD
    Reviewing
    John Lewis Broadband
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    Slow & unreliable from the start- somedays perfectly adequate, the next capricious.
    Pus a router that has the range of a thrown tissue.
    Complaints are met with the same scripted response "everything fine this end"
    JL should hold its head in shame
  • Reviewer
    Location
    Yorkshire
    Reviewing
    John Lewis Broadband
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      2 stars
    • Reliability
      1 star
    Comments
    This was the worst experience I have had in several years of switching Broadband providers. I left JL after one year in November to another provider : they have continued to bill me via direct debit six weeks after the service was closed with no explanation about why they are continuing to take money. The only way to stop this has been to instruct the bank to cancel any further payments to John Lewis .

    Once the account was technically closed on 21st November, any method of contact about the account disappears leaving only the option of a call centre looked after by Plusnet. I have now done this explaining the situation three times which is frustrating. Despite three phone calls of getting on for one hour, this is still not sorted. Very poor customer service John Lewis and PLusnet .
  • Reviewer
    Location
    West London
    Reviewing
    John Lewis Broadband
    Date
    Ratings
    • Satisfaction
      2 stars
    • Customer Service
      1 star
    • Speed
      3 stars
    • Reliability
      2 stars
    Comments
    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.
  • Reviewer
    Location
    London
    Reviewing
    John Lewis Broadband
    Date
    Comments
    I am very upset and regret changing to John Lewis. Like others - I wish I had seen these reviews before signing up.
    I trusted the brand - and the fact that the service is operated by Plusnet was a deciding factor - as I was already a long term Plusnet customer - with a Plus net email address. I opened the JL account on the phone and asked the chap I was dealing with several times - can I keep my Plusnet email address - he assured me that would be possible and I had told him that was a major factor for me.
    Well - they have lost my Plusnet email address and are trying to tell me it cannot be retrieved - I wish I had never changed! I have had their Broadband for 5 days only now - and this morning I had no Internet - the helpline tells me OpenReach have been called and will attend within 48 hours - meanwhile they have done something to tide me over and it is working at this moment - but I have no faith.
    I cannot comment on speeds etc. yet as I have only been using it for a few days (the change went ahead on 27th December when I was away).
    I have made a strong complaint to JLB about the loss of my email address - but no reply yet.
  • Reviewer
    Location
    London
    Reviewing
    John Lewis Broadband
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    Unreliable broadband with worse than poor customer service; treating a know-how customer like a stupid. Now to leave I have to pay a fee! Rot in HELL JohnLewis!

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