John Lewis Broadband contact lines

The old John Lewis Broadband phone lines were disconnected when the brand wound down in March 2024. The new number for every former John Lewis Broadband customer is Plusnet on 0800 432 0200. The line is free from any UK landline, and from most mobile contracts. Plusnet can see your migrated account using your address and the email you registered with them.

This is rare but happens when the migration email bounced or went to spam. Call 0800 432 0200 and tell the agent you are a migrated John Lewis Broadband customer. Have your old John Lewis account number, the postcode on the line and the bank-account-last-four ready. Plusnet should be able to match you to the migrated record within a few minutes.

No. The John Lewis Broadband email channels ([email protected] and the form on the John Lewis site) were retired with the brand. John Lewis customer-services staff are no longer trained on broadband and will redirect you to Plusnet. For any broadband matter, contact Plusnet directly.

The migration itself was a Plusnet operation, even though it was branded as John Lewis at the time. Raise the complaint with Plusnet first, in writing if possible, and give them 8 weeks to respond. If Plusnet do not resolve it to your satisfaction, you can escalate to CISAS, the ADR scheme that both John Lewis Broadband and Plusnet are members of. Plusnet must give you a deadlock letter on request.

A small number of customers were billed by mistake during the migration window. Call Plusnet on 0800 432 0200 with your old John Lewis Broadband account number and the date you cancelled. Plusnet has a documented refund process for migration billing errors; if you have already escalated and not been refunded within 8 weeks, take it to CISAS.