John Lewis Broadband Contact, Help & Complaint Guide

Do you have a John Lewis Broadband problem or query? Then you’ll need to know what John Lewis Broadband contact methods are available. In this guide, we’ve broken down the various ways you can get in touch with John Lewis Broadband. Keep reading to find the option that works for you.

John Lewis Broadband Contact

If you’re a customer, or are thinking about joining John Lewis Broadband, you’ll need to get in touch with the provider using one of the John Lewis Broadband contact methods in this guide. John Lewis Broadband is renowned for its customer service, but did you know that the service is actually provided by another broadband provider, Plusnet Broadband.

How Do I Contact John Lewis Customer Services? There are a couple of John Lewis Broadband contact options available such as telephone and post. The John Lewis Broadband contact number is 0800 022 3300 and is a freephone number, available 24-hours a day, seven days a week.

John Lewis Broadband Contact Number

A common gripe we hear is “Can I Speak To Someone At John Lewis?”. The short answer is yes, you can speak to someone at John Lewis. However, whilst the John Lewis Broadband contact number is a freephone number available 24/7, you will need to follow the IVR to reach the department you need.

To help you get through to the right department on the John Lewis contact number as quickly as possible, you can follow the instructions in the table below.

Is John Lewis Broadband Any Good? According to the reviews of John Lewis Broadband on Trustpilot, the answer would be a resounding no. More than 88% of the 695 John Lewis Broadband reviews have a Poor or Bad rating and overall the provider has scored 1.5 out of 5. You can read our in-depth John Lewis Broadband Review to find out more.

John Lewis Broadband Live Chat

Unfortunately, there isn’t a John Lewis Broadband live chat service available. Considering many other Broadband Providers such as Italk that have a live chat option to provide easy assistance for customers, John Lewis Broadband remains old-school by pushing customers to its telephone support hotline.

If anything changes in the future, we'll publish details of the John Lewis Broadband live chat and how to access it in this guide. So don’t forget to bookmark this page and check back regularly for any John Lewis Broadband contact updates.

What Is the Email Address for John Lewis?

Similar to live chat, there isn’t a direct John Lewis Broadband email address for customers. This is quite disappointing as we know that many customers would prefer to be able to write an email to follow-up with a query. The only way to ‘email’ John Lewis Broadband is through its online portal, available to existing customers only.

To send John Lewis Broadband an email via its contact form, you will need to know your John Lewis Broadband login username and password.

John Lewis Broadband Problems

Like every broadband service, from time-to-time you may encounter John Lewis Broadband problems. Before you start ringing technical support, there are a few things you try to fix the problem by yourself and save yourself a phone call.

The first thing you should do is try to reset your router by following these steps:

1. Turn off your router and unplug it at the mains
2. Wait for one or two minutes
3. Plug your router back into the mains and switch it on
4. Give it a minute or two to reactivate

Now try to connect to your favourite website and see if the problem is solved. If not, try to connect with an ethernet cable plugged directly into your John Lewis Broadband router, problems can sometimes be related to wi-fi only.

You should also try restarting your computer or the device that’s having problems connecting to the internet, especially if other devices connected to your John Lewis Broadband are working fine.

It might also be that your John Lewis Broadband problems are caused by a wider ‘internet outage’ affecting your area. In this case, you’ll need to wait for John Lewis Broadband to fix the problem, which might involve having engineers called out.

Contact John Lewis Broadband Technical Support

If you’ve tried the steps above and you’re still having problems, you can try to contact John Lewis Broadband Technical Support. You can tell the technical support representative that you’ve tried those steps and they will ask you some more questions to identify the root cause and get you back online as quickly as possible. You can contact John Lewis Broadband technical support on the number below.

How Do I Complain to John Lewis?

If you’ve had a John Lewis Broadband problem that wasn’t resolved to your satisfaction, you might decide that you need to make a John Lewis Broadband complaint. In this case, you’ll need to follow the John Lewis Broadband complaint procedure according to its Ofcom approved Code of Practice.

John Lewis Broadband Automatic Compensation Scheme

Before you make a John Lewis Broadband complaint, you might want to check if you’re eligible for compensation under the Ofcom Automatic Compensation Scheme. This scheme was set up in 2019 and John Lewis Broadband joined the scheme on 4th May 2022. Other members of the scheme include:

• BT (joined 1st April 2019)
• EE (joined 4th May 2021)
• Hyperoptic (joined 28th October 2019)
• Plusnet (joined 4th May 2022)
• Sky (joined 1st April 2019)
• NOW Broadband (joined 1st April 2019)
• TalkTalk (joined 1 April 2019)
• Utility Warehouse (joined 17 February 2020)
• Virgin Media (joined 1 April 2019)
• Vodafone (joined 3 November 2021)
• Zen Internet (joined 1 April 2019)

The Ofcom Automatic Compensation Scheme entitles you to compensation in certain circumstances. The amount of compensation is fixed and only applies to residential connections and you will not be eligible for compensation if the fault is due to equipment or activity inside your home.

John Lewis Broadband Complaints Process

The first-step to making a John Lewis Broadband complaint is to get in touch with John Lewis Broadband customer service. The representative will do their best to try and resolve the complaint on the spot. If they’re not able to resolve your complaint, it will be passed on to a team leader or manager to investigate. They will get back to you with a resolution as soon as possible.

Alternatively, if you prefer to make a complaint in writing, you can send it to the John Lewis Broadband address. Once your letter of complaint is received, John Lewis Broadband will contact you within ten working days of the complaint being received. You can write to John Lewis Broadband at the following address:

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

If your complaint goes unresolved to your satisfaction, you can escalate it to the Telecommunications Ombudsman for an independent review. However, this can only be escalated in one of the following circumstances:

OR

• At least eight weeks have passed since you first made the complaint
• You’ve received a “deadlock letter” from John Lewis Broadband

You can escalate your complaint to the Ombudsman in the following ways:

• Phone: 0330 440 1614
• Email: [email protected]
• Post: Ombudsman Services: Communications, P.O. Box 730, Warrington, WA4 6WU
• Website: https://www.ombudsman-services.org

What’s a deadlock letter? A deadlock letter is issued by the provider in the event that a complaint has not been resolved and the provider doesn’t have any further actions to provide a satisfactory outcome for the customer. You will require this letter if you take your complaint to the Ombudsman or other regulatory body.