Cookies on the John Lewis Broadband website

We use cookies so that you get the best experience on our website. They'll remember your settings, improve social media features and make sure you get personalised offers.

You can accept all cookies, or choose which ones you're happy for us to use. You can change these at any time.

Help and Support

Here's some information about our speed estimates and what they mean to you.

When will I get a speed estimate?

We will provide a speed estimate for your line when you sign up to our services, change product or move house. Your estimate will be provided in the form of a range, in Megabits per second (Mbps). Under normal circumstances your speed should fall within this range.

You can check what your speed estimates are by referring to the Welcome email we sent you when you signed up with us.

Back to Top

How accurate is the estimate?

The estimate is based on data provided by our supplier. Your actual speed will vary over time, but should fall within the estimated range.

Back to Top

What is my Minimum Guaranteed Speed?

Under Ofcom's Voluntary Speed Code of Practice we will always try to make sure your speed is at least equal to or above a minimum value; we call this the Minimum Guaranteed Speed.

You can find more information on in our FAQ. You can check what this is by logging into My Account.

Back to Top

What can I do if my speed is lower than the estimate?

The first step is to make some basic troubleshooting checks to make sure there's nothing causing the problem in your set-up.

If, after doing this, you're still seeing slower than expected speeds, you can raise a fault to us using our automated Broadband troubleshooter.

Our support team will investigate the issue, and give you advice on the next actions to take. We may need to send a broadband engineer to your house to fix the problem.

Please bear in mind other factors may impact your broadband speeds at certain times, such as bad weather, household appliances, and your computer. Even though our network won't slow down noticeably at peak times, (between 8pm and 10pm), some specific websites or downloads might.

Back to Top

What if I am unhappy with the speed you are providing?

If we can't provide a speed equal to or better than the Minimum Guaranteed Speed we promised you, you should contact our support team and we'll work with you to try and get the matter resolved. You can see Ofcom's speed code of practice for more information on what this means.

If we're not able to resolve your fault within a minimum period of 30 days, you have the right to leave without paying any Early Termination or Cease Fee charges. If you want to do this you should speak to our Customer Options Team.

We may provide offers, but these don't impact your right to leave your contract if your speed stays less than your Minimum Guaranteed Speed.

Back to Top

Can't find what you're looking for?

If we've not been able to address your query through a support article please contact Customer support for further assistance.

Having problems with your broadband connection?

Use our Broadband troubleshooter to diagnose and fix the problem.

Service Status

For full details of our current issues or any maintenance work that could be affecting your service please visit our Service Status site.