There’s a good change you’ve heard of John Lewis, and probably been into one of their department stores. But did you know they also do broadband? This guide to John Lewis Broadband will help you to decide if its service is right for you, included in the guide is everything from John Lewis Broadband deals to reaching the provider via its John Lewis contact numbers. Keep on reading to learn more about this provider.

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What Is John Lewis Broadband?

Perhaps better-known for its lines of homeware, furniture and fashion, John Lewis Broadband has been offering broadband and telephone plans since 2012. Whilst not the cheapest broadband provider, which is something it has have never claimed to be, the provider does back-up its premium pricing with the promise of excellent customer service.

Who Provides John Lewis Broadband?

John Lewis Broadband doesn’t actually supply the broadband it sells, rather they resell the broadband services of plusnet under the John Lewis brand. That doesn’t mean you should cut-out the middle-man and go direct to Plusnet broadband as the John Lewis Broadband deals on offer are quite different to the plans you can get direct from Plusnet.

John Lewis Broadband Review

John Lewis Broadband pros and cons

One of the most common questions asked we hear is “how good is John Lewis broadband?”, to answer this question we’ve searched the internet and compiled our review from the provider’s existing customers. On the well-known consumer review site Trustpilot, we were surprised to find that John Lewis Broadband doesn’t have a claimed or verified page for its broadband service - this is very unusual for a broadband providers.

However, that doesn’t mean there aren’t any John Lewis Broadband reviews on the site. At the time of writing, there are 679 John Lewis Broadband reviews and it appears that customers are not best pleased with the service they’re paying for. Currently, John Lewis Broadband has just 1.5 out of 5 stars which gives it an overall rating of 'Bad' according to the Trustpilot ratings system.

Trustpilot Rating for John Lewis Broadband
Excellent Great Average Poor Bad Overall Rating
7% 3% 2% 6% 82% 1.5/5

Last updated: 13/05/2022

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The most common reasons for John Lewis Broadband complaints stems from poor customer service, broadband that is unstable and a difficult to use customer portal. Below you can see some of the John Lewis Broadband reviews left by disgruntled customers.

Very poor service right from the start. Ordered broadband and new telephone line on 8 April, completion date for this now 16 May. Its clear from the order notes that it has just gone round and round in circles, and had I not called to ask what they were doing, would probably be still sat there. I've used them previously and not had these issues so can only assume that Plusnet is the cause combined with poor customer service from John Lewis.

Lost broadband for 2 weeks, had to chase engineer visit to be told they hadn't been booked. This happened on 2 separate occasions. I've logged a complaint and been promised a manager call back twice and 2 weeks later I'm still waiting. The broadband is fine when it works but the customer service is unacceptable.

Dreadful customer service and online portal. It's almost impossible to contact them online or by email. The support page of the website is designed to take customers in endless circles.

John Lewis Broadband Deals

John Lewis Broadband internet bill with wifi icon

At the time of writing, there are three John Lewis Broadband deals available, the one you choose will depend on your needs and budget. If your property is not in an area covered by the BT Openreach fibre network, such as Hull which uses KCOM fibre broadband infrastructure, you will only have one John Lewis Broadband deal to choose from.

Below are the current deals available to new customers of John Lewis Broadband. If you’re an existing customer, and want to renew your John Lewis Broadband deal, we recommend you contact the provider to see if it can offer you an 'existing customer deal' - alternatively, you might want to compare broadband in your area to see if you can find a cheaper of faster broadband connection for your home.

John Lewis Broadband Deals
Unlimited Fibre Fibre Extra
Average Download Speed 10 Mbps 36 Mbps 66 Mbps
Minimum Contract 12 Months 12 Months 12 Months
Line Rental Included      
Router Included      
Free Router Delivery      
Free Connection      
Monthly Price £20.50 £25 £28

Prices will increase at the end of the minimum term.

Last updated: 13/05/2022

Are John Lewis Broadband prices fixed? No, John Lewis Broadband clearly states on its website: "The price for broadband, line rental, call plans and call charges will be increased each March from 2022 by the Consumer Price Index rate of inflation published by the Office for National Statistics in January of that year plus 3.9%."

Broadband providers will often link its prices to the CPI and pass on the rise in costs to its customers, it's important to read the terms and conditions of any broadband deal to see how the CPI cost is factored in. Not all providers have mid-contract price-rises, broadband providers such as Direct Save Telecom or italk offer fixed prices without a mid-contract rise.

TV & Broadband Deals For You

18-month contract

Fast Fibre Broadband £20.50 /month plus £9.99 P&P

Easy Sign Up

  • FREE router
  • Average download speed of 38 Mbps
  • Fast Fibre Internet straight to your doorstep
Phone 01704 468005

12-month contract

Fast Fibre Broadband £24.95 /month plus £8.95 P&P

Easy Sign Up

  • FREE router and installation
  • Average download speed of 38 Mbps
  • 4x faster than basic internet
Phone 01704 468005

24-month contract

Fast Fibre Internet £30.49 /month plus £12.95 P&P

Easy Sign Up

  • Perfect for binge-watching and gaming
  • Average download speed of 35 Mbps
  • UK based customer care & support
Phone 01704 468005

12-month contract

Superfast Fibre Broadband £21.50 /month plus £9.99 P&P

Easy Sign Up

  • FREE router and installation
  • Average download speed of 63 Mbps
  • 6x faster than basic internet
Phone 01704 468005

12-month contract

Superfast Fibre Broadband £27.95 /month plus £8.95 P&P

Easy Sign Up

  • FREE router and installation
  • Average download speed of 63 Mbps
  • 6x faster than basic internet
Phone 01704 468005

24-month contract

Superfast Fibre Broadband £35.49 /month plus £12.95 P&P

Easy Sign Up

  • The best choice for large households
  • Average download speed of 63 Mbps
  • UK based customer care & support
Phone 01704 468005

18-month contract

Basic ADSL Internet £17.50 /month plus £9.99 P&P

Easy Sign Up

  • Basic option for light internet use
  • Average download speed of 11 Mbps
  • UK-based online and phone support
Phone 01704 468005

18-month contract

Basic ADSL Internet £18.95 /month plus £8.95 P&P

Easy Sign Up

  • FREE router and installation
  • Average download speed of 11 Mbps
  • Free Loyalty Discount Club worth at least £50
Phone 01704 468005

24-month contract

Basic ADSL Internet £21.99 /month plus £12.95 P&P

Easy Sign Up

  • Affordable option for light internet use
  • Average download speed of 10 Mbps
  • UK based customer care & support
Phone 01704 468005

18-month contract

£9.99 router delivery then £44.98 /month 12 Months of Amazon Prime Included

Hassle-free Sign Up

  • 70+ TV Channels, Apps and Radio
  • Includes 1 year of Amazon Prime FREE
  • Average download speed of 67 Mbps
Phone 01704 468005

18-month contract

£9.99 delivery & £30 installation then £39.98 /month Faster Fibre with TV Deal

Easy Sign Up

  • Fast Fibre Internet 3x faster than basic internet
  • Comes with TV Box and 1 Year FREE Amazon Prime
  • All-in-one Fast Internet & Great TV Deal
Phone 01704 468005

Does John Lewis Broadband Offer Tv Packages?

TV and remote control

Unfortunately not, John Lewis Broadband doesn’t have any options for TV at the moment. If you want a TV package then you should consider a traditional TV provider such as tv or tv packages, or you could look at streaming services like netflix price hike 2022 or Paramount Plus UK.

Another option for customers who would like to have live and on-demand TV in their homes could get a deal with Netgem TV. For just £10 a month with no contract, you can access:

  • 210+ live channels including Freeview!
  • 35+ apps
  • Premier Sports included (worth £12.99/month)
  • 40,000 hours of on-demand content
  • Choice of add-ons (BT Sport, Rakuten TV, BritBox, hayu, etc)
  • Unlimited Mobile TV
  • 4K TV box included (worth £149)

Do I Need A TV License? If you watch any kind of live TV, you need a TV Licence to legally watch TV. Streaming services do not need a TV Licence.

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John Lewis Phone And Broadband?

landline phone

All John Lewis Broadband plans include line rental and free evening and weekend calls from your landline phone number. This is great news for customers who like to make regular calls to friends and family as most other broadband providers charge extra for this service. However, if you need a new phone line installed you will need to make a one-off payment of £49.99 when you sign up for your John Lewis broadband deal.

If free evening and weekend calls aren’t enough, you can subscribe to an add-on call plan. Below are the available options you can choose from when you sign-up.

John Lewis Broadband Add-On Packages
Plan What You Get Price Per Month
Evening and Weekend Calls Evening and weekend calls to UK landlines FREE
Anytime Calls Anytime calls to UK landlines £6.86
Anytime and International Calls Anytime calls to UK landlines and 300 minutes per month to 35 countries £9.15
Mobile Bolt-on Anytime calls to UK mobiles £5

Last updated: 13/05/2022

John Lewis Broadband Contact

John Lewis customer service headset

Customers of John Lewis broadband might need to get in touch with the provider from time-to-time if they need to resolve any John Lewis Broadband problems, pay an outstanding bill, or to transfer their broadband account when . To do this you will need to get in touch with the John Lewis Broadband customer service team.

There are several ways to in which you can reach John Lewis Broadband such as:

  • By phone
  • By post
  • Email through your John Lewis Broadband login

We recommend that you try to use your John Lewis Broadband login wherever possible rather than waiting for a John Lewis Broadband customer service representative to answer your call. But, if you would like to call the provider you’ll be pleased to know that the John Lewis Broadband is a freephone number. Below are the telephone numbers you’ll need to Contact John Lewis Broadbad.

John Lewis Broadband Contact Numbers
Department Phone Number Opening Hours
Sales 0800 022  3300 Monday to Friday 8am to 8pm
Saturday 9am to 7pm
Sunday 9am to 6pm
Customer Service 0800 022 3300 24/7/0365

Last updated: 13/05/2022

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If you would like to write to John Lewis Broadband, you should send your letter to:

John Lewis Broadband
The Balance
2 Pinfold Street
Sheffield
S1 2GU

Where is the John Lewis Customer Service Team Based? John Lewis Broadband has a UK based customer service team who are available 24/7 to answer any questions you may have about your broadband account.

John Lewis Broadband Login

Laptop computer

Whilst the John Lewis Broadband login might not be the most user friendly, according to customer reviews, it should be your first point of call when you need to manage your account. With a John Lewis Broadband login you will be able to make changes and updates to your account without needing to make a phone call. Here’s some of the things you can take care of with your John Lewis Broadband login:

  • Update billing information
  • Manage contact information
  • Change your password
  • Make one-off payments

John Lewis Broadband Webmail

John Lewis Broadband webmail is offered to all customers of the provider. When you join John Lewis Broadband you will be assigned an email address and your password will be the same one you use for your John Lewis Broadband login.

In the John Lewis Broadband webmail portal you will be able to send and receive emails and make use of the built-in calendar and address book, not all broadband providers offer webmail and its nice to see that John Lewis Broadband lets its customers take advantage of this kind of service at no additional cost.

John Lewis Broadband Router

gold router with wifi logo on the top

To access the internet, you will need to install the John Lewis Broadband router that’s delivered to you before your go-live date. The John Lewis Broadband router is a ZyXEL VMG8924. Here are some of the features and specifications of the John Lewis Broadband Router:

  • IEEE 802.11ac 5 GHz with up to 1.3 Gbps data rate
  • IEEE 802.11n 2.4 GHz with up to 300 Mbps data rate
  • NAT server (Port forwarding)
  • DHCP client/server/relay
  • DNS proxy/dynamic DNS
  • Caller ID (FSK.DTMF)
  • Call forwarding (No condition, Busy, No answer)
  • Call transferring (Blind, ConsultOnHold, Attendant)
  • Three way conference
  • Firewall
  • Generic packet filter
  • DoS attack prevention
  • Parental control
  • File sharing
  • LAN: Four 10/100/1000M Auto MDI/MDI-X RJ-45 ports

John Lewis Broadband Frequently Asked Questions

How Do I Use John Lewis Webmail?

You will need to visit webmail.johnlewisbroadband.com to access the webmail service. You will need to know your John Lewis Broadband webmail email address and password to access the webmail portal. If you have forgotten either of these, you will need to contact John Lewis Broadband customer service to get it reset.

Does Fibre Broadband Need A Phone Line?

No, fibre broadband does not require a phone line to work, though John Lewis Broadband does include line rental in the price you pay. You also get free evening and weekend calls as standard too. If you don’t want to use a landline phone, you don’t have to. You can learn more about fibre broadband in our Fibre vs Cable Guide.

How Much Is John Lewis Broadband?

John Lewis Broadband has plans from £20.50 per month for the first year, after which the price does increase.

Who Provides John Lewis Broadband?

The John Lewis Broadband service is provided by Plusnet, your contract for services be with Plusnet.

Who Owns John Lewis Broadband?

John Lewis Broadband is part of the The John Lewis Partnership which encompasses 83,000 Partners and leading UK retail businesses such as Waitrose, John Lewis, as well as John Lewis Insurance Services.

How To Cancel John Lewis Broadband

If you’ve decided that you don’t want to continue with John Lewis Broadband you can get in touch with its customer service team to cancel broadband. But remember to check how long you have left on your contract or you might get charged early cancellation fee. If you’re minimum term has finished, you’re free to cancel without any charges.

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