Help and Support

1. What do I need to do to arrange to move my John Lewis services?

All you need to do is give us a call when you're able to confirm the following details:

• Your move date
• Your new address

If you can, try to call at least a week before your move, but the more notice you can give us, the better.

Where there is an existing BT line in place, it usually takes about a week to get broadband and phone up and running at a new property. If we need to book an engineer visit it can take longer, depending upon engineer availability. We'll do our best to give you an accurate activation date when you call.

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2. Will it cost anything to move?

Moving costs nothing if you agree to a 12 month contract for your service(s) at the new property, otherwise a £65.00 charge will apply.

If you take one of our phone packages, you may also need to pay to install a new phone line or convert an existing one. See our Price Guide for details

Call us and we'll confirm if any charges will apply.

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3. What if I cannot get broadband in the area where my new property is?

John Lewis Broadband provide services across the majority of the UK, however there are some areas where service cannot be provided as the underlying BT infrastructure is not in place (including parts of Kingston upon Hull).

In these cases a cease fee will be applied, but we will not apply any outstanding term charges.

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4. Will moving to or from a fibre broadband area affect me?

Please see the table below for details. Customer support will give you more information and be able to answer more specific questions when you call to arrange your move.

Moving between fibre broadband areas	Moving from fibre to a standard broadband area	Moving from a standard broadband area to a fibre broadband area
You'll remain on your current broadband product.	You'll switch to the equivalent standard broadband product on your next billing date. If required, we'll send you a router.	You can either remain on a standard broadband service, or switch to fibre, it's up to you. If you switch to fibre, we'll send you a router

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5. What will I need to get connected in my new property?

It depends on the type of broadband product you're on.

• If your broadband product stays the same (e.g. moving from fibre to fibre): Your router should already be configured, so it'll connect to the internet as soon as you plug in and set it up.

• If your broadband product changes (e.g. moving from standard to fibre broadband, or the other way around): Then if required we will supply a new router and cables. Otherwise just follow the setup guide included with your router or use the help guides below:-

• Broadband Set Up Guide
• Fibre Set Up Guide

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6. Will moving affect my monthly bill?

It depends on your package and where you're moving to. Call us and Customer Support will be able to confirm if your bill will be affected.

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7. How fast will broadband be at my new property?

We'll give you the fastest speed that your telephone line and broadband product can support (average download speeds of 10Mb, 36Mb or 66Mb*). Call us and Customer support will give you a speed estimate.

Find out more in our broadband speed guide.

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8. Can I take my telephone number with me?

This may only be possible if your new property is connected to the same telephone exchange as your previous property. We cannot guarantee that you will be able to retain your number if you wish to do so.

If you're not sure about this, call us and we'll be able to confirm.

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