Help and Support

  1. What are call features?
  2. How can I add or remove Home Phone call features?
  3. What call features are available and how much do they cost?
  4. How do I use call features?
  5. What can I do if there's a problem?

1. What are call features?

Call features are handy services you can add to your John Lewis Home Phone account, to personalise your service. Some features are inclusive, others have a monthly charge or a per-use charge.

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2. How can I add or remove Home Phone call features?

Go to the Phone features section of the Home Phone control panel.

In most cases, it'll take 1 working day to add or remove a call feature, but in some cases it can take up to 3 working days.

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3. What call features are available and how much do they cost?

Call features Monthly cost Single use cost1 Available in call features bundle?
1471 Included - No
1471 Call Return - 10.00p (plus the cost of the call if chargeable) No
Voicemail2 - - No
Caller Display - - No
Voicemail Extra £3.00 per month - No
Reminder Call £3.00 per month 15.00p Yes
Call Waiting £3.00 per month - Yes
Call Divert £3.00 per month - Yes
Ring Back £3.00 per month 10.00p Yes
Anonymous Call Reject £4.00 per month - No
Call barring - Premium rate £3.00 per month - Yes (cannot be bundled with Call barring - Premium rate and international)
Call barring - Premium rate and international £3.00 per month - Yes (cannot be bundled with Call barring - Premium rate)
  1. Single use cost doesn't include call charges (where applicable).
  2. Although Voicemail (1571) is inclusive, you'll need to add it via the Phone features section of the Home Phone control panel before you can use it.

Choose 2 or more qualifying call features (as shown above) to create a bundle and save money.

How many features chosen? Monthly cost Monthly saving
1 £3.00 -
2 or more £6.00 up to £9.00

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4. How do I use call features?

Click on the call feature you want to see instructions for:

1471

1471 is a feature that's included with all our phone packages. Use it to find out the telephone number of the last person who called you (unless the number was withheld, unavailable or came from a switchboard extension). Please note, there is a 10.00p charge to return the call via 1471 (plus the cost of the call if chargeable).

How to use 1471

To You should
Hear the number of the last person to call you Dial 1471
Return the call Dial 3
Withhold your number when making calls Dial 141 followed by the number you want to call
Clear the last number stored by 1471

Dial 1475

Ring Back

Get your phone to ring when a busy number becomes available. Ring Back will keep trying a busy number for up to 45 minutes.

You can pay £3.00 per month for unlimited use of the Ring Back feature, otherwise it'll cost 10.00p each time you use it.

How to use Ring Back

To You should
Set up a Ring Back
  • Dial 5 when you hear an engaged tone
  • Wait for a confirmation message then hang up
Answer a Ring Back Pick up your handset when you hear the special Ring Back tone
Check a Ring Back Dial * # 37 #
Cancel a Ring Back Dial # 37 #

Ring Back doesn't work with international or (most) switchboard numbers.

Call Waiting

When you're on a call, Call Waiting let's you know when others are trying to call.

You'll hear a beep when someone is trying to get through to you while you're on the phone. It's up to you whether or not to take the call.

How to use Call Waiting

To You should
Switch on Call Waiting Dial * 43 #
Switch to the second call Press RECALL
Return to the first call Press RECALL
Check if Call Waiting is on Dial * # 43 #
Switch off Call Waiting Dial # 43 #

Caller Display

Caller Display shows you the number of the person calling, so you can decide whether to answer the call or let the caller leave a message.

There are no instructions for using this service; all you need is a handset that's compatible with Caller Display (Also known as Caller ID).

Reminder Call

Turn your house phone into an alarm clock - your phone will ring at whatever time you set a reminder for.

Reminder Call costs £3.00 per month for unlimited use, otherwise it'll cost 15.00p each time you use it.

How to use Reminder Call

To You should
Set a reminder Dial * 55 * (Time) #
Set the time in 24 hour clock format (e.g. 7.30am is 0730 and 6:30pm is 1830)
Cancel the reminder Dial # 55 #
Check the time of your next reminder Dial * # 55 #

Anonymous Call Reject

If a caller withholds their number so that you can't tell what number they called from, they won't be able to get through to you. They'll only get through if they reveal their number.

If the incoming number is 'unavailable' (i.e. the caller has not made any attempt to withhold their number) calls will get through. This can happen in a number of cases (e.g. if the incoming call is made from an overseas provider).

How to use Anonymous Call Reject

To You should
Block withheld calls Dial * 2 2 7 #
Allow withheld calls Dial # 2 2 7 #
Check if this feature is active * # 2 2 7 #

Call Divert

Divert your calls to any UK landline, mobile, and most international destinations.

When this feature is used, you'll be charged for the diverted part of each call where applicable (e.g. the cost of calling the number you're diverting to from your line).

How to use Call Divert

To You should
Set up Call Divert Dial * (Code) * (Number to divert to) #
Check Call Divert Dial * # (Code) #
Cancel Call Divert Dial # (Code) #

There are 3 codes you can use:

  • 21 - Divert all calls
  • 61 - Divert calls that aren't answered within 15 seconds
  • 67 - Divert calls when your line is engaged

Voicemail (1571)

Whether you're away from home or on another call, Voicemail makes sure you don't miss a call.

This is an inclusive feature but it's not switched on as standard. If you want to use it, you'll need to add it via the Home Phone control panel.

How to use Voicemail (1571)

To You should
Listen to your new messages Pick up the phone. You'll be alerted that you've got new messages by a stuttering tone
Access your messages Dial 1571

Voicemail Extra

Voicemail Extra is an advanced version of Voicemail (1571). As well as taking messages, it allows you to:

  • Record your own greeting message
  • Choose the number of rings before a call is answered
  • Check your messages from any phone (protected by PIN, see below)
  • Link to your mobile and get SMS alerts when new messages are left
  • Store up to 30 messages for 30 days (each up to 5 minutes long)
  • Identify up to 3 callers who have hung up without leaving a message (as long they've not withheld their number)

About your PIN number

  • To check your messages from another phone, you'll need to set a remote access PIN, follow the steps below to do this
  • If you ever forget your PIN, use the same steps to change it - as long as this is done from your own line you don't need to know the old PIN

How to use Voicemail Extra

To You should
Access the Voicemail Extra main menu Dial 1571 from your own phone
Check your messages
  • From the main menu, dial 1 to start playing your messages
  • While listening to your messages, or after reviewing them, the following functions are available
    • dial 0 to return the call
    • dial 1 to replay the message
    • dial 2 to save the message
    • dial 3 to delete the message
    • dial 7 to skip back
    • dial 8 to pause the message
    • dial 9 to skip forward
Record your own greeting message
  • From the main menu, dial 2 for Personal options followed by 1 for Greeting message
  • Dial 1 - after the tone, record your message, when you've finished, dial #
  • You now have 3 options
    • dial 1 to listen to the message you've recorded
    • dial 2 to start using your new message
    • dial 3 if you'd like to re-record your message
Set or change your remote access PIN
  • From the main menu, dial 2 for Personal options followed by 2 again to set a new PIN
  • Enter your new PIN
  • Dial 1 to save and use your new PIN or 2 to change it
Check your messages from another phone
  • Dial your own number from another line
  • When Voicemail Extra answers, press *
  • Enter your remote access PIN
Link your mobile number
  • From the main menu, dial 2 for Personal options followed by 6 for Link mobile
  • Enter the mobile number you want to link, followed by #
    • dial 1 to link this mobile
    • dial 2 to enter a different mobile number
Remove or change your linked mobile number
  • From the main menu, dial 6
  • You'll hear a message 'The mobile number linked to this line is .....'
    • dial 2 to change the linked mobile
    • dial 3 to unlink this mobile
Check your messages from a linked mobile
  • Dial your own number from your linked mobile phone
  • When Voicemail Extra answers, press *

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5. What can I do if there's a problem?

  • Check the Call features section on your Home Phone control panel and make sure the feature you're having problems with is part of your package. All features take 1 working day to add (in some cases it can take up to 3) so keep this in mind if you've only added it recently
  • Unplug everything connected to your telephone line, connect a working corded caller display phone to your master socket (try each socket in turn if you can't find the master socket) and try again
    • If the call feature still doesn't work: call us or report the problem using Contact us.
    • If the call feature works: Your telephone line is ok, but there's something wrong with your wiring, filters or equipment. To find the problem, plug things back in one at a time. Each time you plug something in, check to see if the call feature still work

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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.