John Lewis broadband customer service contacts, problems and complaints

How to contact John Lewis broadband support and customer service

Two types of telephone support are available: customer support and technical support. John Lewis customer service opening hours are 9:00 am to 6:00 pm, 7 days a week (except Bank Holidays). This is mainly for account problems. Their technical broadband support line, however, is open all day every day.

John Lewis contact numbers

To get hold of the right department, there is a single John Lewis customer service phone number to use: 0800 022 3300.

Call this number and use the menu to select customer support or technical support.

John Lewis contact email addresses

There is no email address for customer services. Instead, you can submit a query or complaint via the online contact form. Note that you must enter your John Lewis broadband credentials before submitting a query in the online form.

John Lewis postal address

In some cases, you might need to contact the broadband department by post. The John Lewis address for broadband issues is:

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

Is John Lewis down?

When broadband services go down, you're unable to access the internet, streaming video, and email. In most cases, all of these will go down within minutes of each other. But how can you check if it's your internet provider that's down, or whether the problem is elsewhere?
 
First, check the cabling on your router. Confirm everything is plugged in, then attempt to connect on as many devices as you can. Also try rebooting the router. Once you're certain there is a problem, you'll need to find another means of connecting to the internet so you can check the service status online.
 
Start by heading to the John Lewis service status page. This details outages on broadband, phone, email, and web access.
 
You should also check the John Lewis Twitter. While this covers its overall business, major outages are often highlighted here.

If you discover there's a service outage then you'll need to wait until it's rectified - calling tech support won't help, and they'll likely be overwhelmed so you could end up waiting a long time to speak to anyone. If you can't see any sign of a wider issue with the John Lewis service using the above resources, then you should get in touch with customer services.

How to complain about John Lewis

If you're running into repeated problems with John Lewis broadband, or don't feel you're receiving the best service, it may be time to make a complaint.

Get in touch via Twitter

It's worth making Twitter your first point of contact for complaints. Twitter accounts are typically monitored throughout working hours (and beyond) so you should be able to expect a relatively quick response. This may not be the case over the phone. Simply use your Twitter account to tweet a polite message concerning your complaint to the John Lewis Twitter team. 

Complain in writing

Not everyone has a great relationship with their broadband provider. If you're not getting the service you've been promised, and complaints to John Lewis have not worked out, then it may be time to write a letter. Here's a reminder of the address:

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

Be sure to keep the letter polite, legible, and fact-based.

You can also email complaints to [email protected]. However, this is meant for escalating a complaint so you should first try speaking to customer services (either by phone, online contact form, or Twitter) before taking it further.

Complaining about John Lewis to Ombudsman Service: Communication

Logging an official complaint about poor customer service is a decisive step, but it can take days or even weeks to get a satisfactory resolution. You'll need to follow the ISP's complaint procedure and wait for the result. If this isn't to your liking, and you have received a deadlock letter, or you have not had a response for at least eight weeks, then you can contact an ADR scheme.
 
Alternative Dispute Resolution (ADR) schemes are independent middlemen, acting on behalf of your ISP in order to achieve a resolution favourable to all parties. You may know them as ombudsmen.
 
For complaints about John Lewis broadband, you will need to contact Ombudsman Service: Communication.
 
To learn more about how to complain about broadband read our in-depth guide.