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John Lewis broadband customer service contacts, problems and complaints

Getting help with an old John Lewis broadband account

Phone number: 0800 022 3300

Complain via: Phone, or write to John Lewis Broadband, The Balance, 2 Pinfold Street, Sheffield, S1 2GU


John Lewis Broadband no longer exists as a brand. For any enquiries, you'll now have to get in touch with Plusnet customers services.

We have plenty of information on how to get in touch with Plusnet customer service and support. However, if you're after basic contact information, read on.

How to contact John Lewis / Plusnet broadband support and customer service

John Lewis / Plusnet contact numbers

To get hold of the right department, there’s a single customer service phone number to use and this is currently still active. You'll be able to call 0800 022 3300 24 hours a day, 7 days a week. If you have your username and password ready, you'll be able to get help quicker.

Listen carefully and use the menu to select whether you need customer support or technical support.

John Lewis / Plusnet 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
S1 2GU

Is John Lewis / Plusnet broadband down?

If you suspect your internet is down, there are a few checks you can carry out.
First, examine the cabling on your router. Check everything is plugged in, then attempt to connect to as many devices as you can. Also, try rebooting the router. If you have a smartphone with mobile data, you can investigate the service status online by logging into your account.

As a previous John Lewis customer, you'll be on the Plusnet network. A quick way to see if others are having problems is to visit the site, Downdetector. Look for spikes in the outage report and check Plusnet's reported problems map.

If you discover there's a service outage, you'll need to wait until it's fixed. 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, then get in touch with customer services.

How to complain about John Lewis / Plusnet

If you're running into repeated problems with your broadband, having persistent issues with your download speed, or don't feel you're receiving the best service, it may be time to make a complaint.  

Complaining to John Lewis / Plusnet Broadband in writing

If you're not getting the service you've been promised, and you feel like complaints over the phone or socia media aren't being addressed, then it may be time to write a letter. Send your mail to:

John Lewis Broadband
The Balance
2 Pinfold Street
S1 2GU

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

Complaining about John Lewis / Plusnet 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 resolution. You'll need to follow Plusnet's Complaints Code of Practice. If you're not happy with the results and you’ve received a deadlock letter, or you’ve not had a response for at least eight weeks, then you can contact an ADR scheme.
Alternative Dispute Resolution or ADR schemes are independent middlemen acting on behalf of your provider. The aim is to achieve a resolution favourable to all parties. They are also known as Ombudsmen.
For complaints about John Lewis / Plusnet broadband, you’ll need to contact Communications Ombudsman.
Check out our guide for more tips on how to complain about broadband successfully.

Fed up with your broadband going down? Switch and save

If all else fails, as long as you’re out of contract, you're in charge! It's time to switch providers. You might even make a big saving at the same time. 

Check your contract status by contacting customer services. If your minimum term is over, you can start your switch. If you’re still in contract, check out our guide to cancelling Plusnet, in case there are other reasons you might be able to leave for free.

If you can switch, you can start right here! Simply enter your address below to see the deals available near you:

Broadband Genie deals checker

Alternatively, here’s a quick look at some of our favourite fibre broadband deals available at the moment.

Dynamic deal panel

Expert Summary

If you previously had a John Lewis broadband package and you've not made any changes to your supplier, you'll now be a Plusnet broadband customer.

You'll still able to get in contact with any questions you have. We recommend doing this by phone, but you can write if you prefer. If you have webmail with them, including the old Waitrose email addresses, you’ll also be asked to move to Plusnet soon. Keep an eye out for any information and check your spam folder regularly.

If you want to complain about John Lewis / Plusnet broadband, read our guide: 'how to complain about broadband'.

If you're struggling getting a good outcome, or not happy with the set-up of Plusnet, it may be easier to cancel your broadband and move providers. Before you cancel your broadband, make sure to use our deals checker to see what other broadband offers are available in your area.

Meet the author:

Online Editor

Broadband Genie's Editor, Emma Davenport, has been contributing to the site since 2007. She has 20 years of experience writing articles, guides and tutorials on consumer technology for magazines and online.

Specialist subject: Broadband advice for vulnerable people

More about John Lewis

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