Help and Support

John Lewis Broadband Automatic Compensation.

Automatic Compensation

We work hard to look after our customers and provide great customer support. That's why we've signed up to the Ofcom Automatic Compensation Scheme. This means you'll get money back from us when things go wrong, without having to ask for it.

From 04/05/2022 onwards we'll pay you automatic compensation for the following three scenarios:

  1. Delayed activation of your broadband and/or landline service
    • Compensation will be due if your service isn't activated by 11.59pm on the date we promised you
    • We'll pay you £6.10 for the missed activation day, and for every day after that until the day your service is activated
    • If the activation is delayed because you've missed the appointment, the compensation calculation will stop. It will only start again if the activation isn't completed during the next engineer visit

Here's an example:

If your service was due to be activated on Wednesday but it's delayed until Thursday, you'll be paid £6.10. That's £6.10 for the missed activation day on Wednesday.
If your service isn't activated until Friday, then you'll be paid £12.20.
- £6.10 for the missed activation day on Wednesday.
- £6.10 for the one day, on Thursday, that you had to wait.

You won't get compensation:
  • For the day the service is activated
  • If you cancelled an appointment, or you weren't there to give access to the engineer at the appointment time
  • If you didn't accept the earliest re-appointment date (if that's relevant)

  1. Delayed repair following a total loss of service

    Total loss of service means:
    • Broadband service where you're unable access the internet
    • Phone service where you're unable to make or receive any calls, or where the service only works one-way and it should be both

    When you'll get compensation:
    • Compensation will be due if you have a total loss of service which isn't fixed by 11.59pm on the second working day after the fault is reported
    • We'll pay you £9.76 for each day, after the two working days, that the service isn't fixed
    • If the repair's delayed because you missed the appointment, the compensation calculation will stop. It will only start again if the repair isn't completed during the next engineer visit
    • If you don't accept our earliest available appointment, the compensation calculation will stop between the earliest available, and the appointment you've chosen

    Here's an example:

    If you report a fault on a Monday, you'll get compensation if the fault hasn't been fixed by 11.59pm on Wednesday.

    You won't get compensation:
    • For the day the fault was fixed
    • If the cause of the fault is found within your property
    • If you haven't suffered a total loss of service
    • If you didn't accept the earliest re-appointment date (if that's relevant)
  2. Missed appointments
    • Compensation will be due if your broadband and/or landline engineer misses the scheduled appointment or doesn't attend in the confirmed appointment slot we gave you; or
    • You've been given less than 24 hours' notice of a change or cancellation
    • We'll pay you £30.49 for each missed appointment

    You won't get compensation:
    • If you're given more than 24 hours' notice of a change to the time of the appointment, or cancellation of the appointment

Automatic Compensation FAQs

How will you pay me the compensation?

We'll add it as a credit to your account within 30 days of a missed appointment, activation of service, or fixing of the total loss of service fault.

What's the maximum amount of compensation I can get?

The maximum amount of compensation for a total loss of service fault or delayed activation is 60 days. If we can't fix your service after 30 days, you have the right to leave us with no termination charges.

What if I want to query the compensation amount I've received?

We'll arrange your compensation as quickly as we can. If you'd like to query the amount that you've been paid, please call us on 0800 022 3300.

What if I haven't received compensation I think I'm entitled to?

Compensation will be applied to eligible customers within 30 days of a missed appointment, activation of service, or fixing of the total loss of service fault. If you've not received compensation you were expecting please call us on 0800 022 3300.

What options do I have if I wish to make a complaint?

Your rights to complain are not impacted by Automatic Compensation. For more information visit our Complaints Code of Practice.

What if I cancel my order or service?

If a delayed order is cancelled before being completed, automatic compensation will stop at the cancellation date.
If a faulty service is ceased before being fixed, automatic compensation will stop from the service cease date.

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.