Help and Support

  1. When will I be billed?
  2. How can I pay for my John Lewis Broadband services?
  3. How can I change (or update) my payment details?
  4. I've got card and Direct Debit details stored on my account, which will you use?
  5. How can I check my bills?
  6. I've missed a payment, what happens next and how can I pay?
  7. I'm worried about giving you my bank/card details, are your systems secure?
  8. I need to speak to someone about my bill

1. When will I be billed?

Your John Lewis Broadband services (phone, broadband, Add-ons) are charged for at the same time each month (your billing date). For most, the billing date is the date that broadband is activated, e.g. if your broadband was activated on the 25th, your billing date would be the 25th of each month.

If you've taken one of our telephone services, when both broadband and phone are ready we'll take a single payment for adjustment to make sure the billing dates match. After that your phone and broadband bills will be taken on the same date each month.

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2. How can I pay for my John Lewis Broadband services?

There are 4 payment options available, see the table below.

Payment option Pay monthly bill? Pay one-off (standalone) payments?
Direct Debit Yes  
Credit card
(Visa, Delta, Electron and MasterCard)		 Yes Yes
Debit card
(Switch, Maestro, Solo etc)		   Yes
Cheque Yes  

You should always make sure that you keep your payment details up-to-date. To help you with this, if you're paying with a card we'll send you a reminder email before it's due to expire.

A good way to make sure that you don't miss a subscription payment is to set up a Direct Debit. As payments are made automatically you won't have to worry about updating your details or confirming regular payments. (Obviously you will need to make sure that you have enough funds in your account at the time you're billed).

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3. How can I change (or update) my payment details?

Changing your payment details is easy, you don't even need to call us. Just go to https://portal.johnlewisbroadband.com/account and login with your username and password.

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4. I've got card and Direct Debit details stored on My account, which will you use?

  • Monthly payments: If there's an active Direct Debit instruction set up on your account, we'll use that. Direct Debit instructions can take up to a week to set up so bear this in mind if you've only just added or updated one. If you want to pay your monthly bills with a card you'd need to cancel your active Direct Debit instruction first
  • One-off (standalone) payments: One-off payments can only be made with a credit or debit card, so we'd use the card stored on your account

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5. How can I check my bills?

How to check your total monthly bill (broadband, phone calls, Add-ons)

  • Go to My account (make sure you've logged in with your username and password). On the Summary screen click the link in the View your bills online section. Alternatively, click Bills on the left-hand side menu
  • You'll see details of each payment you've made, including when you were billed and for how much
  • Click an invoice number to see more details about each payment.

How to check your phone bill and itemised calls

  • To see your phone bill click the Itemised billing tab under Phone control panel
  • Pick the month you want to see look at and you'll get a breakdown of the costs along with an itemised call list

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6. I've missed a payment, what happens next and how can I pay?

If we can't take your monthly payment (why does this happen?), we'll send you an email and text message (if you've registered to receive them) to let you know.

The next time you connect to the internet, you'll be redirected to a page asking you to make a payment.

If you can't pay straightaway, you can acknowledge the message and carry on using your services as normal. We'll send you further reminders (via email and text if we have your mobile number) about the missed payment after 5 and 10 days respectively.

When you're ready to make the payment, all you need to do is log in to our website and you'll be taken directly to a page showing you how much is owed and when it was originally due. You can then choose to try again with your normal payment method, or add a new card for one payment only (we'll only save this if you ask us to).

  • If you've still not paid after 14 days - we'll apply restrictions to your account and contact you again to let you know that we've done this (How would my account be restricted?)
  • If you've still not paid after 28 days - your account and services will be cancelled. We'll contact you to let you know

Reasons why your payment may have been unsuccessful

The most common reasons for unsuccessful payments are:

The card you normally pay with may have expired - If the card you normally pay with has expired we'll ask you to add new card details when you log into the John Lewis Broadband website. When you've done this you'll see the amount outstanding on your account and you can choose to pay this using your new details.

You can check and update your payment details at My account at any time.

Your bank/building society may have been unable to authorise the payment - There are a couple of reasons why may have happened:

  • You may not have had enough credit in your account when the subscription payment was due
  • If you've chosen to pay by Direct Debit your bank/building society account type might not support this kind of payment

We'll ask you to pay with different details when you log into the John Lewis Broadband website.

What restrictions apply after missing a payment for 14 days?

Broadband: All browsing will be restricted, apart from limited My account access (you'll just be able to pay the outstanding amount, view your past transactions, check our online support or raise a query to Customer support). Once you've paid the amount owed all restrictions will be removed and you'll be able to browse as normal.

Home Phone: All outgoing calls you make (apart from emergency and Operator) will be redirected to Customer support (incoming calls are not affected ). Once you've paid the outstanding amount on your account all restrictions on your service will be removed.

Note: we can't guarantee that you'll be able to make outgoing calls immediately. Normal service should be resumed within an hour.

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7. I'm worried about giving you my bank/card details, are your systems secure?

Yes, we take your online security very seriously. We use industry-standard security technology to make sure that all your details stay private, such as the Verified by Visa and MasterCard SecureCode online security system. Once you've registered, this makes sure your card payments on our website (and 300,000 others across Europe) are password protected, stopping unauthorised use online.

All payment and personal details are encrypted and transmitted using a Secure Socket Layer (SSL) connection.

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8. I need to speak to someone about my bill

If you have any questions that aren't answered here or you want to talk to us about a failed payment, please call us on 0800 022 3300 or ask us online using Contact us.

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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.