John Lewis Broadband Buyers Guide

Straight forward broadband from John Lewis with an emphasis on reliability, honesty and quality customer service

  • Free UK-based customer service
  • Bundled phone service with inclusive calling
  • Truly unlimited usage allowances on all packages
  • 66Mb average speed fibre broadband available
  • Rural and remote areas pay the same as urban and central

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John Lewis Broadband Unlimited with Talk Evenings and Weekend
£20.00 for 12 months
£28.93 thereafter

No upfront cost

  • 12 months reduced price!
  • Truly unlimited usage
  • 10Mb average download speed
  • Free UK-based customer support
  • Free PC or Mac security suite
  • Free set up for switchers
  • Same low price regardless of where you live
  • Evening and weekend calling
  • No activation fee
  • 12 month contract

Buy now

John Lewis Broadband Fibre with Talk Evenings and Weekend
£27.50 for 12 months
£40.60 thereafter

No upfront cost

  • 12 months reduced price!
  • 36Mb average download speed
  • 9Mb average upload speed!
  • Truly unlimited usage
  • Free UK-based customer support
  • Free PC or Mac security suite
  • Free set up for switchers
  • Evening and weekend calling
  • No activation fee
  • 12 month contract

Buy now

John Lewis Broadband Fibre Extra with Talk Evenings and Weekend
£32.50 for 12 months
£45.67 thereafter

No upfront cost

  • 12 months reduced price!
  • 66Mb average download speed
  • 18Mb average upload speed!
  • Truly unlimited usage
  • Free UK-based customer support
  • Free PC or Mac security suite
  • Free set up for switchers
  • Evening and weekend calling
  • No activation fee
  • 12 month contract

Buy now

Reasons to choose John Lewis Broadband

  • UK-based customer services - get support from a guaranteed UK call centre using a freephone telephone number
  • Same price everywhere - regardless of where you live, you'll get John Lewis' lowest prices
  • Fibre package available - Fibre Extra package averages 66Mb in enabled areas
  • Phone service included - evening and weekend landline calling included as standard or choose between a range of inclusive call packages including an international calling option
  • Shorter fibre contracts - John Lewis offer fibre on 12 month contracts rather than the 18 month fibre contracts standard from some other providers

Possible downsides

  • Not the cheapest option - John Lewis have prioritised quality UK-based customer service and fairness of pricing over offering the cheapest price in any area
  • No standalone broadband - line rental has to be taken from John Lewis and you have to take at least an evening and weekend call plan
  • No short contracts - the only contract option is 12 months
  • Telepone support not 24 hour - the freephone support number is only open for calls between 7:30am and 10pm
  • Calls to mobiles not included - inclusive calls don't include UK mobile phones unless an additional £5/month is paid, which is only available when already paying £5/month extra for Anytime landline calling
  • Annual CPI plus 3.9% price rises - prices for broadband, line, call plans and call charges will increase with the Consumer Price Index plus 3.9% in June 2021, March 2022 and then annually each March onwards

Features at a glance

  • 10Mb average ADSL speed, 36Mb average Fibre download speed and 66Mb average Fibre Extra download speed

  • 12 month contracts

  • Unlimited usage allowances on all packages

  • Free connection on existing phonelines

  • Free UK-based support line open 8am to 10pm all week

  • Comprehensive PC security package from BullGuard included

  • All deals come with AC-rated wireless routers

  • Range of inclusive landline minutes available with every deal, evening and weekend calling as standard

  • Same price offered wherever you live

  • John Lewis Broadband have published a Traffic Management Policy

2.7 stars
  satisfaction rating based on 387 customer ratings since 2019-10-24. See more John Lewis Broadband customer ratings and reviews.

Details last checked on 2020-10-22

Customer 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.

Customer Ratings Summary

  • Satisfaction
    2.7 stars
  • Customer Service
    3 stars
  • Speed
    2.5 stars
  • Reliability
    2.7 stars

Based on 388 customer ratings since 2019-10-23

Show all time ratings

Add your own review of John Lewis

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 placed, whichever is largest.

Reviewer Location Reviewing Date Ratings
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.
  • Satisfaction
    1 star
  • Customer Service
    2 stars
Knebworth, Hertfordshire John Lewis Broadband  
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.
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    1 star
London John Lewis Broadband  
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.
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    1 star
Gloucester John Lewis Broadband  
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.
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    1 star
Bristol John Lewis Broadband  
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
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    1 star
London John Lewis Broadband  
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!
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    1 star
Cambridge John Lewis Broadband  
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.
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    1 star
Kent John Lewis Broadband  
their 66 mbs avarage broadband gives med 1.5 download and 0.5 upload as a average score of several readings
  • Satisfaction
    1 star
  • Customer Service
    2 stars
  • Speed
    1 star
  • Reliability
    1 star
oxford John Lewis Broadband  
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
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    3 stars
  • Reliability
    4 stars
Nottingham John Lewis Broadband  
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.
  • Satisfaction
    1 star
  • Customer Service
    1 star
LOWESTOFT John Lewis Broadband  

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The reviews published on this page are those of the individual authors who have warrantied that they abide by our review guidelines. Reviews are not the opinion of Broadband.co.uk.

Student broadband

Find the best student broadband deals for 2020

Posted on 2020-09-07 16:57 in Features Offers Three 4GEE BT John Lewis NOW Broadband Plusnet Virgin Media

Fast, reliable broadband is a must-have for any student house. And given that it can take a couple of weeks to set up, it's one of the first things you'll want to get sorted when you move in for the new term.

If you haven't signed up for your own broadband package before, we'll tackle some of the questions you might have here.

It's all pretty straightforward, but as a student you won't have quite as many options as everyone else. Contract length is absolutely vital - you don't want to be saddled with a long term deal that you have to keep paying for during the summer holidays or beyond.

And with all the corona-driven uncertainty this year, flexibility is more important than ever. Let's take a look at some of the things you need to know.

What speed do you need?

Your usage is probably going to be pretty high, so the fibre deals in the 60-67Mb average speed range should be your starting point.

You might get away with one of the slower fibre packages if there's only two people in your house, but in most cases the extra speed will be worth more than the fiver or so difference in price.

Faster is always better, of course, and you might be lucky enough to be living in an area where you can get speeds over 100Mb - and sometimes quite a lot more. These might come from the normal fibre providers like BT or Sky, from Virgin Media, or in 5G areas through the likes of EE and Three. Just make sure you keep an eye on the contract length and any setup fees for these faster deals.

What length contract should you get?

Short contracts are key for student broadband, so don't even consider those that need an 18 or 24 month commitment.

12 months is the longest you should go for, but even then you'll end up with quite an overlap with the summer break where you're still paying for your internet while you're hitting the beaches in Spain. Don't rule these out entirely, though, as they might still work out cheaper than a shorter option.

BT offer a few nine month deals that align much better with your term time. Some broadband suppliers, including NOW Broadband and Virgin Media, also offer 30-day rolling contracts that you can cancel at any time. These are best for zero-commitment broadband, but they do often come with significant setup fees. Be sure to factor that in when you're comparing prices.

Do you need any extras?

If Netflix isn't enough and you want a bit of sports action or some more of the latest US shows, you can save some money by adding a pay TV plan to you broadband deal. You won't be able to do this through Sky, as they only offer TV on an 18 month contract, but you can get 30-day deals on NOW TV streaming with NOW Broadband.

For any overseas students in your house, consider adding a call plan with support for cheap international calls.

Who pays the bill?

Even though you'll be splitting the bill with all your housemates, one of you is going to have put their name on the contract. It will be their responsibility. This is one of the reasons why you don't want to sign up to anything longer than 12 months, tops. You don't want to be stuck paying your broadband bill long after your housemates have moved on.

It's a good idea to assign each one of your utilities to a different person in your household so you share the risk. To help manage bills you can also look into setting up a shared bank account across the household, or take a look at apps like Splitwise that make it easier to see who owes what.

Best broadband deals for students

So, what student broadband deal should you choose?

BT offer three plans specifically for students. They're nine month deals, with speeds ranging from 36Mb to 67Mb. You can add a Sports or Entertainment TV package, as well as call plans including cheap international calls to 236 countries.

For one month contracts, you've got two main choices:

  • NOW Broadband - speeds range from a sedate 11Mb (don't bother!) to a much more suitable 63Mb, with the option to add streaming TV plans as well. All of them come with a £65 upfront fee.
  • Virgin Media - speeds on the 30-day plans range from around 54Mb all the way up to over 500Mb. Many setup fees have been waived on the 1 month rolling contracts that are specifically for students, but bear in mind that installation takes longer if your house hasn't had Virgin before.

Your other options are for 12 month contracts. When you add in the setup fees and slightly higher prices for short deals, these year-long plans may still end up being competitive, even though you'll still be paying in July and August when you don't need it. Among your best options here are:

  • John Lewis Broadband - speeds go up to an average 66Mb, with no activation fee, and usually include an e-gift card as a bonus.
  • Plusnet - speeds up to 66Mb, with just a £10 activation fee. You also get the option to add BT Sport - with Premier League and Champions League football - after you've signed up.

And there's one last thing to consider - broadband over 4G or 5G. This won't be right for everyone: 4G speeds are better for one or two users rather than a large, heavy-use household, and though 5G is blazing fast it still has very patchy coverage. If you're in the right part of London, Three's 5G Home Unlimited plans look good, and include a 12 month option. Find more great mobile broadband deals here.

Ready to start shopping for student broadband? Use our postcode checker to compare the best broadband deals available in your area today.

Comments

How to claim your free broadband rewards

How to claim your free broadband rewards

Posted on 2020-07-17 16:26 in Features BT John Lewis Plusnet EE Virgin Media Sky NOW Broadband TalkTalk

A lot of broadband suppliers offer freebies to tempt you to sign up, and some of them are really worth having. They can range from cashback and bill credit, to shopping vouchers, and sometimes even tech gadgets. They change all the time, so if you're on the hunt for a new deal it's worth keeping an eye out for what's around.

But the important thing to remember is that you very often have to claim your reward separately. And you normally only get a short window in which to do so - miss it and you'll miss out!

We've got a full guide to broadband rewards and free gifts if you want to know more. Or if you just want to know how to claim your swag for many of the main providers, here's what you need to do.

How to claim Plusnet rewards

Plusnet regularly offer cashback, gift cards and reward cards to new customers. They'll send you an email within 10 days of your signing up with a link to claim your reward. You then need to claim it within two months, and should get it around 10 days later.

How to claim BT rewards

A lot of BT Broadband deals include a BT Reward Card as their special offer. This is preloaded with a cash sum that you can spend in most places that accept Mastercard payments. You can claim up to three months after your broadband is activated, and it should arrive within 30 days. Visit https://www.bt.com/manage/bt-reward-card/ to start your claim.

How to claim Sky Broadband rewards

Sky Broadband offer a range of sweeteners at various times, including a pre-paid Mastercard and high street vouchers. You get 90 days to claim your reward. If you're eligible, head over to sky.com/claim and log in with your Sky ID to start the process.

How to claim John Lewis Broadband rewards

Rewards from John Lewis Broadband include e-gift cards that can be spent at John Lewis or Waitrose. You don't need to claim this one - it should be sent via email within 60 days of the activation of your broadband service, so keep an eye on your inbox.

How to claim NOW Broadband rewards

NOW Broadband don't offer as many extra perks as other providers, but when they do have them they'll send the info on how to claim via email. You should get this within two weeks of your service being activated.

How to claim EE rewards

EE Broadband regularly offer cashback or Amazon gift cards as a reward for signing up. If you're eligible for one of the gift cards you'll be sent an email with instructions on how to claim it after your broadband goes live.

How to claim TalkTalk rewards

When TalkTalk offer rewards, they're normally either e-gift cards for specific stores or vouchers to be spent on the high street. Look out for an email with all the details, and you should receive your reward within 90 days of activation.

How to claim Virgin Media rewards

Virgin Media rewards can include bill credit, tech products or even wine, and you don't normally have to claim. The credit will be applied to your bill automatically, and any free gift will be sent out within 28 days of installation of your Virgin service.

To see what free gifts are available right now, take a look at the best broadband deals available today.

Comments

John Lewis Broadband Buyers Guide - Is John Lewis right for you?

Can I get John Lewis Broadband?

John Lewis Broadband is supplied by Plusnet, which is in turn owned by BT. So, they have the full BT network coverage, which extends to more than 95% of UK households. You should be able to get it, unless you're in a very rural area.

But if John Lewis Broadband is simpy a re-badged version of Plusnet, why would you choose it over the more established tech brand? There's one main reason. Plusnet charge different prices for the same service depending on whether you're situated in a low cost or non-low cost area. John Lewis don't. If you live in the countryside you'll pay the same as you would in the middle of the city.

In addition to that, there's brand recognition to consider. John Lewis stores have a strong reputation for providing outstanding customer service, and they aim to provide a similar level for their broadband products.

Use our postcode checker to see if John Lewis Broadband is available where you live.

What packages are available?

John Lewis Broadband offer three basic broadband packages.

There's one standard deal and two fibre offers. All three come on 12 month contracts:

  • Unlimited - standard ADSL broadband at speeds averaging 10Mb with truly unlimited usage
  • Fibre - entry-level fibre broadband offering speeds averaging 36Mb for downloads and 9Mb for uploads with truly unlimited usage
  • Fibre Extra - the faster fibre-optic broadband plan at speeds averaging 66Mb download and 18Mb upload with truly unlimited usage

These packages all come with a home phone service and line rental - there are no standalone broadband options. The phone service comes with inclusive weekend and evening landline calls as standard, allowing you to call most UK landlines for free between 7pm and 7am during the week and anytime at the weekend without charge as long as your call doesn't exceed one hour. You can upgrade this to a full Anytime calls plan for an extra £5/month. For an extra £7/month, an Anytime and International call package is available, offering inclusive calls to most UK landlines all week as well as 300 call minutes to top 20 international destinations, including US cellphones. If you're on one of the Anytime packages, you can add inclusive UK mobile calls for an additional £5/month, otherwise these cost 12.5p/minute at peak times and 10p/minute evenings and weekends.

As with all providers, the speeds are advertised with 'averages' because a variety of factors can affect your download speed, as John Lewis Broadband openly acknowledge. These can include the wiring in your home, time of day (for example, the extra volume of users at peak times means a slower service than late at night) and the length of your copper telephone cabling to either the telephone exchange, in the case of ADSL, or the street cabinet, in the case of fibre. The further away you are in terms of line length, the slower your potential speed is likely to be. You can find out how far you are from your nearest telephone exchange with our postcode checker.

Which package should I choose?

There are a few things you'll want to consider before signing up to John Lewis Broadband, not least what speed you need and whether you need a call plan.

First, the speed. The Unlimited deal, with an average download speed of 10Mb is fine for a small household with only basic demands. It'll be enough for browsing, shopping and social media on multiple devices, and should be okay for streaming Netflix on one device. Any more than that, you need to look at one of the fibe deals. The basic fibre option should be good enough for all but the busiest households, able to handle more than one person watching Netflix or playing online games at the same time. For larger or more demanding homes, go for the fastest deal.

As for whether to choose John Lewis over other providers, consider whether you need the built-in call plan. It's great if you make a lot of landline calls, but if you don't you might be able to shave a few pounds a month off your bill somewhere else. Also, consider where in the country you are. If you're in a more rural area you might find the non-geographic pricing of John Lewis works out cheaper than it would on, say, Plusnet.

Points to consider before you choose

  • How much do you value freephone UK-based customer support?
  • Do you regularly use the Internet for bandwidth-heavy activities like gaming or downloading large files?
  • Do you regularly send files to the cloud or upload a lot of photos or videos?
  • How many people will be using your broadband connection?
  • Is speed or capacity a greater priority for you?
  • Do you use your landline to make a lot of calls?
  • Would the expense of the faster speed be worth it for you?

Compare the three John Lewis Broadband deals in more detail

What do I get when I sign-up?

It's always good to know upfront what you'll get when signing up with an ISP so you know what you can enjoy for free, or to budget for any extras you may want.

  • Free wireless router - New customers with John Lewis Broadband get a free inclusive wireless router to help them manage their connections. Standard broadband customers get a Netgear N150 WNR1000 router with wireless ‘N’ technology, a double firewall, wireless security, optional parental controls, and 5 ethernet ports. Fibre users get the more high-end ZyXEL VMG8924 router. This is AC-rated and has dual-band support, meaning faster speeds and stronger connections over distance. There's also the firewall, security and other features. If you prefer, you can use your own router instead.
  • Online security package - John Lewis Broadband offer a variety of online security options depending on your computer. PC users can download BullGuard, a PC security package with online backup protection, antivirus and antispyware tools, a firewall and a spam filter. Mac users can instead get Intengo software security products with 32% off their retail cost as a John Lewis Broadband customer.
  • Free evening and weekend calls - Although this is technically built into the price you pay, you do get a non-optional call plan with all broadband packages. It gives you free evening and weekend calls of under 1 hour duration to most UK landlines.
  • UK-based customer service - Calls to customer service for John Lewis Broadband are free, and they're available into the late evening every night of the week.

What are the benefits of John Lewis Broadband?

The benefits offered by an ISP may be what seals the deal in your decision to buy a package from them.

  • Free UK-based customer service - Unlike some other ISPs, John Lewis Broadband’s UK-based customer service is freephone, and open 7:30am - 10pm, 7 days a week. There is also an online portal for those who would prefer to have their queries and issues answered in that format.
  • Equal pricing - For John Lewis Broadband offers customers the same prices no matter where in the UK they live. This stands in stark contrast to most low cost ISPs who offer different prices at different telephone exchanges, usually favouring urban and central exchanges at the expense of many rural customers.
  • No hidden costs - The John Lewis brand prides itself on being matter-of-fact and straightforward with its deals, and so what you see is what you pay - there are no hidden costs unlike with some other ISPs. This includes having no activation fees, giving you a free connection on existing phone lines.

What are the drawbacks of John Lewis Broadband?

Let's face it, not everything can be perfect, and even the best deals may have a downside.

  • No standalone broadband - All John Lewis Broadband packages include a home phone service and line rental. This is only really an issue for those who do not plan to use a landline or do not wish to change their existing phone provider, but they might reconsider given that John Lewis Broadband offer a variety of phone offers with their broadband, including free inclusive evening & weekend calls as standard.
  • No short contract broadband - Customers hoping for shorter contracts may find themselves disappointed by the 12 month minimum contract length.
  • Telephone support not 24 hour - The freephone support number is closed between 10pm and 7:30am.
  • Calls to mobiles not included - The inclusive phone plans don't include calls to UK mobile phones, which are charged 10p/minute evenings and weekends, and 12.5p/minute daytime. A £5/month Mobile Bolt-on can be purchased to add anytime calls to UK mobiles, but only if you're already paying at least £5/month for one of the Anytime landline call plans.
  • Annual CPI increases apply - Prices for broadband, line, call plans and call charges will all increase in June 2021 by the Consumer Price Index (CPI) rate of inflation published by the Office for National Statistics in April of that year plus 3.9%, and then will raise again on the same CPI plus 3.9% basis each March from 2022 onwards. Other prices, content and terms may also change during your contract.
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