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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. The last recorded estimate and your current line profile speed can also be found in My Account. 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.

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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.

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What is my Minimum Guaranteed Access Line 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 Access Line Speed.

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

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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.

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

If we cannot provide a speed equal to or better than the Minimum Guaranteed Access Line Speed we provided to you, you should contact our support team and we'll work with you to try and get the matter resolved. Please be aware this is only based on your line (sync) speed and not your actual (throughput) speeds.

Should our faults team confirm there is nothing that can be done to resolve your fault 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 do not impact your right to leave your contract with us if your line rate remains less than your Minimum Speed Guarantee.

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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.