Help and Support

  1. How can I contact John Lewis Broadband?
  2. My email address is not suitable, can I change my username?
  3. How can I update my account details, for example contact address and password?
  4. What characters can I use in my username and password and what length can they be?
  5. I've forgotten my login details, how can I find out what they are?
  6. How can I pay for my account?
  7. I'm moving house, what do I need to do?
  8. How do I cancel my account?

1. How can I contact John Lewis Broadband?

See our How to Contact us guide for advice on how best to contact us depending on your particular query.

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2. My email or webspace address is not suitable, can I change my username?

Unfortunately it's not possible to change your username.

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3. How can I update my account details, for example contact address and password?

Your account can be administered via My account. Choose Account details to update your personal information.

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4. What characters can I use in my username and password and what length can they be?

Usernames can be between 5-16 characters. Numbers and letters are allowed but the first two characters must be letters.

Passwords can be between 8-16 characters, available characters are shown in the table below:

Valid Password Characters Invalid Password Characters
Upper and Lower Case Letters
(a-z A-Z)		 Single & Double Quotes
( ' or " )
Numbers (0-9) Backslash & Pound Sign
( \ or £ )
Special Characters:
(!#$%&()*+,-./:;<=>?[]^{}~.)
 Spaces, At Symbols & Pipe Symbols
(  or @ or |)

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5. I've forgotten my login details, how can I find out what they are?

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6. How can I pay for my account?

There are three ways to pay for your account:

  • Direct Debit
  • Credit Card
  • Cheque

Monthly subscription and one-off payments can be made with a MasterCard or Visa (Electron) credit card.

Only one-off payments are possible with a debit card (Switch, Maestro, Solo etc).

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7. I'm moving house, what do I need to do?

If you're a broadband customer and you want to move your John Lewis broadband account to your new address, please contact us. See our moving guide for detailed information.

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8. How do I cancel my account?

We're sorry that you're thinking of leaving us. If there's anything we can do to change your mind we'd be happy to discuss any issues you have and see what we can do for you.

If you're in a contract, or took any special offers on signup there may be a fee for cancelling your service. You can see any fees on your Account summary page.

If you have any questions or want to confirm any further details with us, you can call our Customer Options team on 0800 022 3300. For opening hours, please check our Contact us page.

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Having problems with your broadband connection?

Report a problem with your service. It's faster by text.

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.

For your information

John Lewis Broadband is provided by Plusnet plc.

John Lewis Broadband is a trading name of John Lewis plc, but the services are provided by Plusnet and the contract for these services is between you and Plusnet plc.

Broadband and Fibre Broadband

To sign up to one of John Lewis Broadband's services, you will also have to sign up to John Lewis Broadband Phone, both on a 12-month contract. John Lewis Broadband Phone includes the Evening and Weekend† call plan as standard. You can choose to take one of our other call plans at an additional monthly charge.

*Broadband speed is described as 'average download speed of 10Mb' and 'average upload speed of 1Mb' as it is based on speed available to at least 50% of customers at peak time (8-10pm). Your actual speed will be dependent on your location, phone line, home wiring, wifi connection and time of day. Find out why speeds vary. Check your speed and products available at your location at www.johnlewisbroadband.com.

*Fibre broadband speed is described as'average download speed of 36Mb' and 'average upload speed of 9Mb' on Fibre and 'average download speed of 66Mb' and 'average upload speed of 18Mb' on Fibre Extra as it is based on speed available to at least 50% of customers at peak time (8-10pm). Your actual speed will be dependent on your location, phone line, home wiring, wifi connection and time of day. Find out why speeds vary. Check your speed and products available at your location at www.johnlewisbroadband.com.

Our broadband contracts: You must sign-up to a 12-month contract for one of the broadband services (John Lewis Broadband Unlimited, Fibre or Fibre Extra) and John Lewis Broadband Phone. If you choose to end either or both services within the minimum period, you will have to pay an early termination charge by way of compensation for ending your service(s) early. This charge depends on your monthly price and the length of time remaining in your minimum term. How we calculate these charges is set out in the Price Guide.

Phone

To sign up to the John Lewis Broadband Phone service, you will also have to sign up to one of the broadband services (John Lewis Broadband Unlimited, Fibre or Fibre Extra), both on a 12-month contract. If you choose to end either or both services within the minimum period, you will have to pay an early termination charge by way of compensation for ending your service(s) early. This charge depends on your monthly price and the length of time remaining in your minimum term. How we calculate these charges is set out in the Price Guide.

John Lewis Broadband Phone includes the Evening and Weekend† call plan as standard. You can choose to take one of the other call plans at an additional monthly charge. If you need a new phone line installing at your property, there is a £49.99 installation charge (excluding external construction charges). Details on the available call plans are set out below:-

†Call Plans

Evening and Weekend calls: Means calls to UK landlines beginning with 01, 02, 03, 0845 and 0870 made Monday-Friday 19:00-07:00 and anytime Saturday or Sunday (except calls to indirect access numbers (which include calling cards), dial-up Internet access and calls longer than 60 minutes). Calls must be started and finished within these times to be inclusive (non-chargeable) and any call that lasts more than 60 minutes will be chargeable. A fair usage limit of 150 calls or 1000 minutes a month (whichever is reached first) applies to calls to 0845 and 0870 numbers. (if you exceed this limit, we have the right to charge you for further calls made, suspend and/or terminate your service in accordance with our terms and conditions). Our Evening and Weekend call plan is included as standard when you take John Lewis Broadband Phone.

Anytime calls: Means calls to UK landlines beginning with 01, 02, 03, 0845 and 0870 at anytime (except calls to indirect access numbers (which include calling cards), dial-up Internet access and calls longer than 60 minutes). Anytime also includes a 25% discount on calls to the top 35 international destinations. A fair usage limit of 150 calls or 1000 minutes a month (whichever is reached first) applies to calls to 0845 and 0870 numbers. (if you exceed this limit, we have the right to charge you for further calls made, suspend and/or terminate your service in accordance with our terms and conditions). Our Anytime call plan costs £6.86 a month.

Anytime and International: Means calls to UK landlines beginning with 01, 02, 03, 0845 and 0870 at anytime (except calls to indirect access numbers (which includes calling cards), dial-up Internet access and calls longer than 60 minutes). Hang up and re-dial before 60 minutes (local) and you won't be charged. Anytime and International also provides 300 inclusive minutes per month to the top 35 international destinations and a 25% discount on any further calls made to those 35 destinations over this amount within the month. Hang up and re-dial before 30 minutes on international calls, whilst in your inclusive minutes, and you won't be charged. A fair usage limit of 150 calls or 1000 minutes a month (whichever is reached first) applies to calls to 0845 and 0870 numbers. (if you exceed this limit, we have the right to charge you for further calls made, suspend and/or terminate your service in accordance with our terms and conditions). Our Anytime and International call plan costs £9.15 a month.

Mobile Bolt-on: Unlimited calls to UK mobile and 070 personal numbering services, hang up and re-dial before 60 minutes and you won't be charged. Mobile Bolt-on is available only to Anytime and Anytime and International call plan customers. A fair usage limit of 150 calls or 1000 minutes (whichever is reached first) a month applies to calls to 070 personal numbering services. If you exceed this limit, we have the right to charge you for further calls made, suspend and/or terminate your service in accordance with our terms and conditions. A Mobile Bolt-on costs £5.00 a month.

Service calls outside of your inclusive minutes: The charge for calls to service numbers beginning 084, 087, 09 and 118 consists of a 9.58p per minute access charge from John Lewis Broadband, plus a service charge set by the company you called. For all John Lewis Broadband Phone pricing, please see our Price Guide.