John Lewis Reviews & Ratings
We have reviews and ratings from 6 verified customers of John Lewis broadband.
We surveyed new customers 60 to 120 days after switching to John Lewis - here's what they told us:
Annoyingly the switch was delayed because they asked if I wanted to keep my number for a second time, when I'd already said the week before I didn't. As a result I ended up with extra charges from my old provider as I didn't leave in time.
Switch was quick, and very happy with customer service. I'm mostly happy I'm saving money although I definitely think the speed is worse than with my previous provider.
Overall I would recommend John Lewis Broadband. There was an initial hiccup whereby nothing happened for around 3 weeks after signing up until I chased the order. However, once this was sorted, they got me connected up within 10 days. There's no fibre in our area yet so I was expecting problems watching Netflix and Prime with dropouts etc, but so far after 6 weeks I haven’t experienced a single one and I haven’t needed to reset the router.
Satisfaction and Value for Money
- The customers we asked said they saved on average £2.17 per month by switching to John Lewis broadband.
- Users gave John Lewis 8/10 for overall satisfaction, and rated them 8.2/10 on value for money.
- When asked why they chose John Lewis broadband, 83% said that they offered the most cost effective deal at the time.
- Other reasons customers cited were: vouchers or reward offers (17%).
Switching and Initial Setup
- On average, the customers we surveyed gave John Lewis a rating of 8/10 for handling their broadband switch.
- Most customers reported that it took 4-6 weeks from placing an order with John Lewis until their new broadband was up and running.
- 17% of new John Lewis users had to have a new phone line or cable installed.
- To get set up, 33% required a home visit from an engineer, with 0% needing repeat visits.
- 33% of customers surveyed told us they needed a router upgrade and 0% required additional wifi signal boosters.
Broadband Speed & Reliability
- For broadband speed, customers rated John Lewis 6.2/10 on average.
- Users gave them 7.7/10 for the reliability of their broadband connection.
- 17% of people experienced issues with intermittent downtime, with 17% saying their broadband was down persistently.
- 50% of respondents told us they had a slow connection at least some of the time.
- 0% said they had a poor wifi signal in some parts of their home.
Everything you need to know about John Lewis Broadband
John Lewis entered the broadband market in 2012, growing out of the now-defunct Waitrose Broadband and Green Bee Broadband.
John Lewis Broadband is provided by Plusnet, so you’ll get all the same network reliability offered by the Yorkshire brand.
It is focused on a simple proposition of without multiple add-ons. There are just three main packages available, each on a 12 month contract: Unlimited (ADSL 17Mbps), Fibre (38Mbps), and Fibre Extra (76Mbps).
A phone line with Evening and Weekend Calls comes as standard at no extra cost across the range. Extra calls packages are available.
If you need a phone line installed and are taking John Lewis Broadband, it’ll cost £49.99 to get a new line put in.
All John Lewis Broadband is sold as unlimited usage, which means you can stream and download to your heart’s content without worrying about hitting any data caps.
John Lewis is one of the few providers to offer a freephone customer service line 24 hours a day, seven days a week.
What can you get with John Lewis Broadband?
John Lewis offers ADSL Unlimited Broadband at maximum speeds of 17Mbps.
Yes. Calls packages are available. You can get Line Rental only, which gives you a phone line with Evening and Weekend Calls ready bundled in, or you can add Anytime Calls to landlines for £5 a month or Anytime and Mobile Calls for £10 a month.
There’s no mobile or SIM Only service available from John Lewis Broadband.
John Lewis offer two kinds of fibre broadband: Fibre at 38Mbps and Fibre Extra at 76Mbps.
John Lewis does not have TV deals bundled in with its broadband.
No John Lewis business broadband packages available as of November 2017.
Why choose John Lewis?
John Lewis is focused on an easy-to-understand service without being over fussy on adding extra options. It uses the Plusnet broadband network and so is aimed at the value end of the market.
If you have a problem with your broadband speed the first three months of service and they can’t fix it, you’re able to cancel your contract early, penalty-free.
Router delivery and set-up is free, and all John Lewis Broadband comes with PC security included.