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Help and Support

The what, why and how of our new pricing

On 7th October 2020, we'll be making some changes to our prices and terms and conditions. Here's everything you need to know.

  1. So what prices are changing?
  2. What's CPI?
  3. How will the new price rises work?
  4. How does pro rata billing work for the price changes?
  5. Changes to your terms and conditions
  6. Will there be any changes to early termination charges?
  7. What if I decide to cancel my contract because of these changes?

So what prices are changing?

On 7th October 2020, we're increasing our broadband and line rental monthly price in line with the Consumer Price Index (CPI) rate published by the Office for National Statistics in April this year. This rate is 1.5%.

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What's CPI?

The Consumer Price Index (CPI) rate is a figure released by the Office for National Statistics. The CPI is used for purposes such as uprating pensions, wages and benefits and can help in the understanding of inflation on family budgets. CPI measures the average price change as a percentage for a basket of 700 different goods and services which households buy.

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How will the new price rises work?

On 7th October 2020, we'll take the CPI percentage figure published by the Office for National Statistics in April 2020. This rate is 1.5%, so we'll increase your monthly price by the same percentage.

Here's an example to show how the price rise works. Let's say:

You have John Lewis Unlimited Fibre Broadband and line rental and the price of your package is made up of:

John Lewis Unlimited Fibre Broadband - £22.50 per month
Line rental - £17.50 per month
Your total monthly price up to 7th October 2020 = £40.00.

The CPI index rate in April 2020 is 1.5%.

New monthly price from 7th October 2020 = £40.60

The new price of your package is made up of:
Unlimited Fibre Broadband £22.50 plus the 1.5% CPI taken in April 2020 = £22.84 per month
Line rental £17.50 plus the1.5% CPI taken in April 2020 = £17.76 per month

If you receive a discount on your broadband and/or line rental price, the increase will be applied to this amount.

You can check your current package details by signing into My Account.

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How does pro rata billing work for the price changes?

A pro rata is simply a charge for part of the amount of your bill. Unless your bill date happens to be on 7th each month, your first bill after the 7th October 2020 will be a little different. You'll pay an additional pro rata charge to cover the number of days between the price increase and your bill.

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Changes to your terms and conditions

We're amending your terms and conditions so that from 2021 we'll increase your broadband and line rental price in June each year. This increase will be in line with the Consumer Price Index (CPI) rate published by the Office for National Statistics in April of that year. If you receive a discount on your broadband and/or line rental price, the increase will applied to the discounted price. If the CPI figure is negative there will be no change to your broadband and line rental price in the relevant year.

So, for example, in June 2021 we'll raise your monthly price by the CPI percentage figure published by the Office for National Statistics in April 2021.

We'll always contact you before we increase our prices each June.

The changes to your terms and conditions will be from 7th October 2020 and they can be found here

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Will there be any changes to early termination charges?

Yes. From 7th October, early termination charges will also increase in line with the Consumer Price Index (CPI) rate published by the Office for National Statistics in April this year. This rate is 1.5%.

Early termination charges vary according to when your package was taken. Charges will apply to services cancelled within the minimum term.

If you signed up to your contract before 10th December 2019

Your early termination charges will increase as set out below.

Product Charge up to 7th October New charge from 7th October
Unlimited £4.15 £4.21
Fibre £10.85 £11.01
Fibre Extra £12.18 £12.36
Line Rental £5.45 £5.53

If you signed up to your contract after 9th December 2019

What you are charged will depend on the price you pay and the amount of time remaining in your contract. As the price you pay will increase by the CPI rate of 1.5%, your early termination charges will also increase. Please see our Price Guide for details on how we calculate early termination charges.

Early termination charges will also be subject to annual CPI price rises each June from June 2021 based on the Consumer Price Index (CPI) rate of inflation published by the Office for National Statistics in that April.

You can check your current package and any termination details by signing into My Account.

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What if I decide to cancel my contract because of these changes?

We'd hate to see you go and we're always here to help if you want to contact us about any of the changes.

If you did decide to leave due to the changes, depending on the type of contract you have, the following would apply:

If your minimum term contract has expired:

If you wish to cancel your broadband and/or line rental, as your minimum term has ended, you can cancel at any time without having to pay an early termination charge. You'll need to give 14 days' notice and you'll continue to pay for your all your services, during the notice period.

If you're still in your minimum term contract:

You can cancel your broadband and/or line rental without having to pay an early termination charge. You just need to let us know within a month of receiving our email or letter which we sent you about the changes to your prices and terms, and give us 14 days' notice. Once your contract ends you'll need to still give this notice and during this period charges would still apply.

If you need any help please call us on 0800 022 3300

You can check your package details by signing into My Account.

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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.

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For full details of our current issues or any maintenance work that could be affecting your service please visit our Service Status site.