Help and Support


At John Lewis Broadband we're committed to providing the best customer service to all our customers, including those with vulnerabilities and disabilities. We want to make it as easy as possible for our customers to get the most out of the services we provide. This page provides lots of useful information about the advice and services available to customers with a disability, impairment or vulnerability.

Support for customers with disabilities

We offer a range of services and support to help you with your John Lewis Broadband service, including giving you access to your bill in large print, braille or audio format and offering advice on choosing a suitable phone.

Support for customers with vulnerabilities

We're proud to treat all our customers fairly and with respect, including those who are in vulnerable situations.

We know that there's lots of different factors and life events which may cause vulnerability, whether it be long-term or on a temporary basis. It could be because of age, a physical or learning disability, or difficulty in communicating. We also understand that challenging events like bereavement or separating from a partner can mean that you need extra support, to help keep you connected while you get back on your feet.

We'll do our very best to offer you the right level of help and the most appropriate products and services. Our customer support team will always try to identify specific needs and give specialised assistance where it's needed. However, it's not always easy for them to know if you're having difficulties, so please let our team know if you think they could help.

If you're in a vulnerable situation and need extra help, just contact us to let us know. We'll register it on your account and will consider your extra needs whenever you get in touch.

You can also tell us by filling in a form.

Also, if you'd like to, you can give permission for someone else to contact us on your behalf. Rest assured that we'll treat any information you provide in confidence and in accordance with data protection law.

Find out more about support for customers with vulnerabilities and disabilities.

What to look for when buying a home phone

You can buy phones (and other related devices) with special features designed especially for people with disabilities or impairments. We've put together some useful tips around what to look for when purchasing a home phone.

Find out more about what to look for when buying a home phone

Browsing the web

Did you know you can increase the text size of any website, or even get your computer to read pages aloud to you? How you do this depends on what internet browser you're using.

To learn more about the accessibility features that are available on most modern computers, we recommend visiting the AbilityNet website. This is an independent website created to help people with disabilities use digital technology at work, at home or in education.

Our website

We work hard to make sure our website's clear, simple to navigate and easy for everyone to use.

Our Help & Support pages have been designed so they look great on mobiles and tablets, as well as laptops and computers. We're pleased to say the Help & Support area meets the World Wide Web Consortium (W3C) Web Content Accessibility Guidelines v1.0 and we're currently working to bring the whole of the website up to the v2.0 standard.

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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.

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.