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John Lewis broadband review 2017

Hannah Ricci
Thursday, July 6th 2017

Highstreet retailer John Lewis’s broadband packages are easy to understand and come with a solid reputation for customer service, but the prices are high compared with competitors and all its packages require a landline.

The most important thing is to look into the details of customer service, speed, availability and importantly, to work out whether it’s worth the premium price that comes with the premium name.

Cable.co.uk rating

Broadband Cable.co.uk
  • Overall
    3/5

Pros and cons

  • Straightforward packages
  • Unlimited downloading
  • Pricing is consistent
  • On the expensive side
  • Relative newcomer to the market
  • No broadband-only options

What we like

Straightforward packages

John Lewis Broadband knows consumers want clear, no-nonsense packages and offers exactly that. There are three packages available: Unlimited standard broadband, Fibre broadband and Fibre Extra broadband, all with different calls options.

Unlimited standard is the entry-level package, providing 24-hour customer support, a security package and up to 17Mb. There’s no activation fee and the bundle includes a wireless router.

Unlimited downloading

Unlimited broadband removes the worry of hitting any kind of limit and being charged. Those after a faster unlimited connection may also have the option to choose the up to 38Mb fibre optic package or the top package of 76Mb.

John Lewis avoids another major bugbear for many consumers – those pesky ‘additional extras’. John Lewis doesn’t have any sneaky extras hidden away in the small print.

Pricing is consistent

Staying with that simple pricing policy, another big USP for John Lewis’s broadband deal is that the price advertised is always the price you’ll pay, regardless of where you are in the country. Many other suppliers charge consumers different rates, depending on whether they find themselves ‘inside’ or ‘outside’ of the network boundaries.

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What we don’t like

On the expensive side

The simple pricing structure is a positive, but John Lewis isn’t the cheapest broadband available. John Lewis isn’t pitching for the lower end of the market, aiming instead to attract consumers with a bit more disposable income who want a simple, no-fuss bundle that’s easily covered by a monthly direct debit payment.

Relative newcomer to the market

While being new to the game gives John Lewis the benefit of business hindsight (it has watched what everyone else has done wrong), it does also make some consumers nervous about signing up.

John Lewis has strong brand loyalty and a dedicated customer base, but whether that will be enough to persuade consumers to choose it over more established providers is open to question.

No broadband-only options

As people rely more and more on mobiles, the landline is becoming less of a necessity. However, you have to take a home phone package with John Lewis broadband – there’s no option for broadband only.

There is also no guarantee that you’ll be able to keep your existing telephone number either.

Compare broadband deals

Conclusion

John Lewis’s business ethics of great quality and customer service are reflected in its broadband service too, although you’ll pay for it, with prices well above the industry average.

However, if you’re happy to pay more for clear, transparent products and pricing from a firm with a trusted reputation (albeit with lifestyle retail rather than broadband), John Lewis is certainly worth a look.

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