John Lewis Broadband Price Guide

This Price Guide applies to all John Lewis Broadband customers.

31st March 2022

General introduction

  1. John Lewis Broadband is a trading name of John Lewis plc, but the services are provided by Plusnet plc and the contract for these services is between you and Plusnet.
  2. In the rest of this Price Guide, "we", "our" and "Plusnet" means Plusnet Plc.
  3. This price guide is designed so you can quickly and easily find out about all our pricing.
  4. All prices and payments quoted in this price guide include VAT (based on the current standard Government rate) unless otherwise stated.
  5. Payment will be by Direct Debit or other agreed payment method.

  6. A percentage price increase will be applied to the price of broadband, line rental, call plans and call charges. The price increase will be applied on or after 1st March each year from March 2022 and will be equal to a percentage comprising of i) the Consumer Price Index (CPI) rate figure published by the Office for National Statistics in January of that year plus ii) 3.9%.

    This means the below prices will be increased:-

    1. Broadband
    2. Line Rental
    3. UK call plans
    4. International call plans
    5. UK call rates
    6. International call rates (except where the EU regulatory price cap previously did apply)
    7. Call set up fees
    8. Early termination charges

    We may make other changes to the price of your broadband, line rental, call plans and/or call charges. Other prices, content and terms may change at any time during your contract. We'll tell you about important changes in advance, and if a change is detrimental you'll be able to end your contract without any fees. See Section 4, 'Price Changes' below for more details.

1. Fibre Broadband and Broadband price guide

  1. All fibre broadband and broadband services are subject to a 12-month minimum term.

  2. All new John Lewis Broadband customers wishing to sign-up to one of our fibre broadband or broadband services, must also sign-up to our phone service (see Section 2 of Price Guide for details).

    Products currently available from John Lewis Broadband

    The monthly charges stated below apply to our standard broadband and fibre products. There may also be an introductory discount applied to your monthly charge for your initial contract period, which we would have made you aware of when you first signed up.

    Broadband services New and Existing Customers
    Unlimited £12.77
    Fibre £26.11
    Fibre Extra £31.90
    Price changes apply. See Section 4 ’Price Changes’ below for details.

    John Lewis Broadband customers should refer to the Phone Price Guide below for further information on phone prices.

Other charges for your Fibre Broadband and Broadband services

  1. The following table contains a list of current pricing as referenced from the fibre broadband and broadband service terms.

    Item Cost
    Hardware
    Router

    £40.00

    Please note that as a new customer to John Lewis Broadband, your router will be included at no extra cost.
    Fibre router

    £80.00

    Please note that as a new customer to John Lewis Broadband, your router will be included at no extra cost.
    Other charges
    House moves

    £65.00 or choose to re-contract your services for 12 months

    Other charges may apply subject to survey.
    Single static IP £5.00
    Missed appointment £50.00

Fibre Broadband and Broadband early termination charges

  1. The fibre broadband and broadband services are subject to a minimum term of 12 months.

    Table 1.9 below sets out the monthly early termination charges that will apply for customers who signed up to a broadband contract before 10th December 2019 where their fibre broadband or broadband service is cancelled within the 12 month minimum term. Any part of a month in the remaining minimum term will be charged daily on a pro rata basis. For any phone service cancelled within the 12 month minimum term, the monthly early termination charges at Table 2.8 will also apply.

    From 24th June 2021, following a change to HMRC rules, early termination charges will be subject to VAT.

    John Lewis Broadband service Monthly early termination charge
    Unlimited £10.07
    Fibre £16.52
    Fibre Extra £19.75

    For any customer who signed up to a broadband contract after 9th December 2019, early termination charges are calculated as follows:-

    • monthly charge (factoring in any monthly discount to which the customer is entitled);
    • deduct VAT at the applicable rate;
    • reduce the charge to take account of any costs saved because of leaving early, such as wholesale costs;
    • deduct 1% for early receipt of payment;
    • multiply this figure by the remaining months of the minimum term. Any part of a month in the remaining minimum term will be charged daily on a pro rata basis;
    • add VAT at the applicable rate to the final amount.

    Price changes apply to the early termination charges set out above. See Section 4 'Price Changes' below for details.

    For further information please see Early Termination Charges

2. Phone price guide

  1. We charge calls by the day and time they are made, and the time periods described in the phone services price terms are as follows:

    'Weekend' means any time on Saturday or Sunday

    'Weekday' means any time Monday to Friday

    'Evening' means before 7am or after 7pm

    'Daytime' means between 7am and 7pm

Connection charges

  1. The following connection charges apply for the phone service.

    Charge Cost
    New line provide £49.991
    Start a stopped line Free
    BT transfer Free
    Re-number £35.85
    Missed engineer appointment £50.00
    1 Subject to survey (external construction charges may apply)

Line rental & call plans

  1. The phone service includes an Evening and Weekend call plan as standard, but you can choose another call plan for an additional monthly charge. Please note you can only apply one call plan to your phone service at any one time.

    All call plans include free calls to other John Lewis Broadband Phone customer landline numbers, though you must redial after 60 minutes to avoid charges.

    Call plan charges are set out in Table 2.2 below.

    Call plan Line rental Call plan cost Mobile Bolt-on Credit threshold
    per month
    Evening and Weekend £20.31 Included Not available £55.00
    Anytime £20.31 £6.86 £5.00 £75.00
    Anytime and International £20.31 £9.15 £5.00 £75.00

Call plans and credit thresholds information

  1. The information below sets out the calls included in our call plans and provides more information on our credit thresholds:

    Evening and Weekend: 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).

    Anytime: 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. Hang up and re-dial before 60 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).

    Anytime also includes a 25% discount on calls to the top 35 international destinations, as listed below.

    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 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).

    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.

    Top 35 international destinations

    Australia, Austria, Azores/Madeira, Belgium, Bulgaria, Canada, Canary Islands, Christmas Islands, Cocos Islands, Cyprus (Republic of), Czech Republic, Denmark, Estonia, Finland, France, Germany, Greece, Hungary, Ireland (Republic), Italy, Latvia, Lithuania, Luxembourg, Malta, Netherlands, New Zealand, Poland, Portugal, Romania, Slovak Republic, Slovenia, Spain (ex. Canary Islands), Sweden, USA, Vatican City

    Mobile Bolt-on: means unlimited calls to UK mobile numbers 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 call credit threshold is placed on all accounts as a protective measure against running up significant charges you may not be aware of. Call limits cannot be changed and are based on the call plan you select (see Table 2.2). Call barring is applied up to 24 hours after you reach your credit threshold, any additional charges generated over this time will still be charged at the applicable rate. After a payment is received call barring will be lifted, usually within a couple of hours, but possibly up to 24 hours.

Call charges

  1. Price changes apply to UK call rates, international call rates (except where the EU regulatory price cap previously did apply) and call set up fees. See Section 4 'Price Changes' below for details.

  2. The duration (length of time) of your calls are rounded up to the next whole minute before we work out the call charge. If your call charges are worked out without including VAT, they will be rounded up to the next penny before VAT is added. The VAT on your bill will also be rounded up to the next whole penny.

    Calls crossing over a time period charge band, will be charged at a pro-rata call rate for each time period.

  3. For calls made outside any call plan, the charges set out in Table 2.3 and 2.4 below will apply. Table 2.3 sets out the standard rates for calls to UK landlines (01, 02, and 03 numbers) and Table 2.4 sets out the standard rates for calls to UK mobiles. UK rates include calls to landlines in the Channel Islands and calls from Northern Ireland to landlines in the Republic of Ireland.

    Calls to UK Landlines

    Weekday Daytime Weekday Evening Weekend
    Call setup fee
    (pence per call)    		 26.3p 26.3p 26.3p
    Call charge
    (pence per minute)    		 16p 16p 16p

    Calls to UK Mobiles

    Weekday and Weekend Daytime Weekday and Weekend Evening
    Call setup fee
    (pence per call)    		 26.3p 26.3p
    Call charge
    (pence per minute)    		 18.87p 18.87p

  4. Service numbers are defined as calls to non-geographic numbers such as Premium Rate services, Directory Enquiries and calls to Internet Services. 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. Details of these charges can be found in the non geographic tariff page.

  5. Calls made to international destinations, outside any inclusive allowance will be charged at the rates set out in Table 2.5 below.

    Setup fee for Landline and Mobile Landlines (pence per minute) Mobiles (pence per minute)
    Daytime Evening Weekend Daytime Evening Weekend
    Afghanistan 26.30 159.55 159.55 159.55 191.56 191.56 191.56
    Albania 26.30 56.85 56.85 56.85 88.86 88.86 88.86
    Algeria 26.30 56.85 56.85 56.85 88.86 88.86 88.86
    Andorra 0.00 18.90 18.90 18.90 18.90 18.90 18.90
    Angola 26.30 120.36 120.36 120.36 152.38 152.38 152.38
    Anguilla 26.30 82.97 82.97 82.97 114.98 114.98 114.98
    Antarctica Australian 26.30 190.91 190.91 190.91 190.91 190.91 190.91
    Antigua 26.30 30.34 30.34 30.34 49.43 49.43 49.43
    Argentina 26.30 98.72 98.72 98.72 130.73 130.73 130.73
    Armenia 26.30 103.33 103.33 103.33 135.35 135.35 135.35
    Aruba 26.30 77.08 77.08 77.08 109.09 109.09 109.09
    Ascension Island 26.30 128.04 128.04 128.04 128.04 128.04 128.04
    Australia 26.30 14.46 14.46 14.46 46.59 46.59 46.59
    Austria 0.00 12.65 12.65 12.65 18.90 18.90 18.90
    Azerbaijan 26.30 68.00 68.00 68.00 99.88 99.88 99.88
    Azores 0.00 18.90 18.90 18.90 18.90 18.90 18.90
    Bahamas 26.30 82.97 82.97 82.97 82.97 82.97 82.97
    Bahrain 26.30 103.33 103.33 103.33 135.35 135.35 135.35
    Bangladesh 26.30 31.37 31.37 31.37 63.38 63.38 63.38
    Barbados 26.30 30.34 30.34 30.34 62.36 62.36 62.36
    Belarus 26.30 68.00 68.00 68.00 100.00 100.00 100.00
    Belgium 0.00 12.65 12.65 12.65 18.90 18.90 18.90
    Belize 26.30 103.33 103.33 103.33 135.35 135.35 135.35
    Benin 26.30 98.72 98.72 98.72 130.73 130.73 130.73
    Bermuda 26.30 30.34 30.34 30.34 49.43 49.43 49.43
    Bhutan 26.30 95.40 95.40 95.40 127.41 127.41 127.41
    Bolivia 26.30 120.36 120.36 120.36 152.38 152.38 152.38
    Bosnia 26.30 56.85 56.85 56.85 84.51 84.51 84.51
    Botswana 26.30 98.72 98.72 98.72 130.73 130.73 130.73
    Brazil 26.30 98.72 98.72 98.72 130.73 130.73 130.73
    Brunei 26.30 95.40 95.40 95.40 127.41 127.41 127.41
    Bulgaria 0.00 18.90 18.90 18.90 18.90 18.90 18.90
    Burkina Faso 26.30 120.36 120.36 120.36 152.38 152.38 152.38
    Burundi 26.30 120.36 120.36 120.36 152.38 152.38 152.38
    Cambodia 26.30 283.24 283.24 283.24 315.24 315.24 315.24
    Cameroon 26.30 98.72 98.72 98.72 130.73 130.73 130.73
    Canada 26.30 14.46 14.46 14.46 14.46 14.46 14.46
    Canary Islands 0.00 18.90 18.90 18.90 18.90 18.90 18.90
    Cape Verde 26.30 120.36 120.36 120.36 152.38 152.38 152.38
    Cayman Islands 26.30 82.97 82.97 82.97 114.98 114.98 114.98
    Central African Republic 26.30 187.71 187.71 187.71 187.71 187.71 187.71
    Chad 26.30 190.91 190.91 190.91 190.91 190.91 190.91
    Chatham Islands (NZ) 26.30 16.38 16.38 16.38 64.66 64.66 64.66
    Chile 26.30 98.72 98.72 98.72 130.73 130.73 130.73
    China 26.30 30.34 30.34 30.34 62.36 62.36 62.36
    Christmas Islands 26.30 14.59 14.59 14.59 46.59 46.59 46.59
    Cocos Islands 26.30 14.59 14.59 14.59 46.59 46.59 46.59
    Colombia 26.30 120.36 120.36 120.36 152.38 152.38 152.38
    Comoros 26.30 159.55 159.55 159.55 191.56 191.56 191.56
    Democratic Republic of the Congo (formerly Zaire) 26.30 159.55 159.55 159.55 191.56 191.56 191.56
    Cook Islands 26.30 190.91 190.91 190.91 190.91 190.91 190.91
    Costa Rica 26.30 98.72 98.72 98.72 130.73 130.73 130.73
    Cote D'Ivoire 26.30 130.73 130.73 130.73 162.75 162.75 162.75
    Croatia 0.00 18.90 18.90 18.90 18.90 18.90 18.90
    Cuba 26.30 217.68 217.68 217.68 202.31 202.31 202.31
    Cyprus (Republic of) 0.00 18.90 18.90 18.90 18.90 18.90 18.90
    Czech Republic 0.00 18.90 18.90 18.90 18.90 18.90 18.90
    Denmark 0.00 12.65 12.65 12.65 18.90 18.90 18.90
    Diego Garcia 26.30 249.82 249.82 249.82 249.82 249.82 249.82
    Djibouti 26.30 120.36 120.36 120.36 152.38 152.38 152.38
    Dominica 26.30 95.40 95.40 95.40 127.41 127.41 127.41
    Dominican Republic 26.30 82.97 82.97 82.97 114.98 114.98 114.98
    East Timor 26.30 283.24 283.24 283.24 315.24 315.24 315.24
    Ecuador 26.30 120.36 120.36 120.36 152.38 152.38 152.38
    Egypt 26.30 103.33 103.33 103.33 135.35 135.35 135.35
    El Salvador 26.30 130.73 130.73 130.73 162.75 162.75 162.75
    Equatorial Guinea 26.30 159.55 159.55 159.55 191.56 191.56 191.56
    Eritrea 26.30 130.73 130.73 130.73 162.75 162.75 162.75
    Estonia 0.00 18.90 18.90 18.90 18.90 18.90 18.90
    Ethiopia 26.30 130.73 130.73 130.73 162.75 162.75 162.75
    Falkland Islands 26.30 120.36 120.36 120.36 120.36 120.36 120.36
    Faroe Islands 26.30 99.88 99.88 99.88 99.88 99.88 99.88
    Fiji 26.30 120.36 120.36 120.36 152.38 152.38 152.38
    Finland 0.00 18.90 18.90 18.90 18.90 18.90 18.90
    France 0.00 12.65 12.65 12.65 18.90 18.90 18.90
    French Guiana 0.00 18.90 18.90 18.90 18.90 18.90 18.90
    French Polynesia 26.30 249.82 249.82 249.82 281.83 281.83 281.83
    Gabon 26.30 98.72 98.72 98.72 130.73 130.73 130.73
    Gambia 26.30 98.72 98.72 98.72 130.73 130.73 130.73
    Georgia 26.30 77.08 77.08 77.08 109.09 109.09 109.09
    Germany 0.00 12.65 12.65 12.65 18.90 18.90 18.90
    Ghana 26.30 98.72 98.72 98.72 130.73 130.73 130.73
    Gibraltar 0.00 18.90 18.90 18.90 18.90 18.90 18.90
    Greece 0.00 12.65 12.65 12.65 18.90 18.90 18.90
    Greenland 26.30 120.36 120.36 120.36 152.38 152.38 152.38
    Grenada 26.30 30.34 30.34 30.34 61.71 61.71 61.71
    Guadeloupe 0.00 18.90 18.90 18.90 18.90 18.90 18.90
    Guam 26.30 159.55 159.55 159.55 159.55 159.55 159.55
    Guatemala 26.30 98.72 98.72 98.72 137.14 137.14 137.14
    Guinea 26.30 120.36 120.36 120.36 152.38 152.38 152.38
    Guinea Bissau 26.30 190.91 190.91 190.91 190.91 190.91 190.91
    Guyana 26.30 130.73 130.73 130.73 162.75 162.75 162.75
    Haiti 26.30 121.01 121.01 121.01 153.02 153.02 153.02
    Honduras 26.30 98.72 98.72 98.72 130.73 130.73 130.73
    Hong Kong 26.30 12.02 12.02 12.02 23.05 23.05 23.05
    Hungary 0.00 18.90 18.90 18.90 18.90 18.90 18.90
    Iceland 0.00 18.90 18.90 18.90 18.90 18.90 18.90
    India 26.30 31.37 31.37 31.37 63.38 63.38 63.38
    Indonesia 26.30 95.40 95.40 95.40 127.41 127.41 127.41
    Iran 26.30 130.73 130.73 130.73 162.75 162.75 162.75
    Iraq 26.30 130.73 130.73 130.73 162.75 162.75 162.75
    Ireland (Republic of) 0.00 12.65 12.65 12.65 18.90 18.90 18.90
    Israel 26.30 68.00 68.00 68.00 100.00 100.00 100.00
    Italy 0.00 12.65 12.65 12.65 18.90 18.90 18.90
    Jamaica 26.30 30.34 30.34 30.34 62.36 62.36 62.36
    Japan 26.30 9.73 9.73 9.73 41.74 41.74 41.74
    Jordan 26.30 135.35 135.35 135.35 167.35 167.35 167.35
    Kazakhstan 26.30 92.84 92.84 92.84 124.84 124.84 124.84
    Kenya 26.30 98.72 98.72 98.72 130.73 130.73 130.73
    Kiribati 26.30 190.91 190.91 190.91 190.91 190.91 190.91
    Korea North 26.30 190.91 190.91 190.91 190.91 190.91 190.91
    Korea Republic 26.30 95.40 95.40 95.40 127.41 127.41 127.41
    Kuwait 26.30 103.33 103.33 103.33 135.35 135.35 135.35
    Kyrgyzstan 26.30 92.84 92.84 92.84 124.84 124.84 124.84
    Laos 26.30 187.71 187.71 187.71 219.73 219.73 219.73
    Latvia 0.00 18.90 18.90 18.90 18.90 18.90 18.90
    Lebanon 26.30 135.35 135.35 135.35 167.35 167.35 167.35
    Lesotho 26.30 98.72 98.72 98.72 130.73 130.73 130.73
    Liberia 26.30 98.72 98.72 98.72 130.73 130.73 130.73
    Libya 26.30 56.85 56.85 56.85 84.51 84.51 84.51
    Liechtenstein 0.00 18.90 18.90 18.90 18.90 18.90 18.90
    Lithuania 0.00 18.90 18.90 18.90 18.90 18.90 18.90
    Luxembourg 0.00 12.65 12.65 12.65 18.90 18.90 18.90
    Macao 26.30 95.40 95.40 95.40 127.41 127.41 127.41
    Macedonia 26.30 56.85 56.85 56.85 84.51 84.51 84.51
    Madagascar 26.30 120.36 120.36 120.36 152.38 152.38 152.38
    Madeira 0.00 18.90 18.90 18.90 18.90 18.90 18.90
    Malawi 26.30 98.72 98.72 98.72 130.73 130.73 130.73
    Malaysia 26.30 56.85 56.85 56.85 88.86 88.86 88.86
    Maldive Islands 26.30 120.36 120.36 120.36 152.38 152.38 152.38
    Mali 26.30 120.36 120.36 120.36 152.38 152.38 152.38
    Malta 0.00 18.90 18.90 18.90 18.90 18.90 18.90
    Marshall Islands 26.30 190.91 190.91 190.91 190.91 190.91 190.91
    Martinique 0.00 18.90 18.90 18.90 18.90 18.90 18.90
    Mauritania 26.30 159.55 159.55 159.55 191.56 191.56 191.56
    Mauritius 26.30 130.73 130.73 130.73 162.75 162.75 162.75
    Mayotte 0.00 18.90 18.90 18.90 18.90 18.90 18.90
    Mexico 26.30 95.40 95.40 95.40 95.40 95.40 95.40
    Micronesia 26.30 190.91 190.91 190.91 190.91 190.91 190.91
    Moldova 26.30 77.08 77.08 77.08 109.09 109.09 109.09
    Monaco 0.00 18.90 18.90 18.90 18.90 18.90 18.90
    Mongolia 26.30 187.71 187.71 187.71 219.73 219.73 219.73
    Montenegro 26.30 56.85 56.85 56.85 73.49 73.49 73.49
    Montserrat 26.30 95.40 95.40 95.40 127.41 127.41 127.41
    Morocco 26.30 56.85 56.85 56.85 84.51 84.51 84.51
    Mozambique 26.30 120.36 120.36 120.36 152.38 152.38 152.38
    Myanmar 26.30 159.55 159.55 159.55 191.56 191.56 191.56
    Namibia 26.30 98.72 98.72 98.72 130.73 130.73 130.73
    Nauru 26.30 190.91 190.91 190.91 190.91 190.91 190.91
    Nepal 26.30 95.40 95.40 95.40 127.41 127.41 127.41
    Netherlands 0.00 12.65 12.65 12.65 18.90 18.90 18.90
    Netherlands Antilles 26.30 77.08 77.08 77.08 109.09 109.09 109.09
    New Caledonia 26.30 249.82 249.82 249.82 281.83 281.83 281.83
    New Zealand 26.30 14.46 14.46 14.46 64.66 64.66 64.66
    Nicaragua 26.30 130.73 130.73 130.73 162.75 162.75 162.75
    Niger 26.30 120.36 120.36 120.36 152.38 152.38 152.38
    Nigeria 26.30 92.84 92.84 92.84 124.84 124.84 124.84
    Niue Island 26.30 187.71 187.71 187.71 187.71 187.71 187.71
    Norfolk/Ross Islands 26.30 159.55 159.55 159.55 159.55 159.55 159.55
    Northern Marianas 26.30 130.73 130.73 130.73 130.73 130.73 130.73
    Norway 0.00 12.65 12.65 12.65 18.90 18.90 18.90
    Oman 26.30 103.33 103.33 103.33 135.35 135.35 135.35
    Pakistan 26.30 31.37 31.37 31.37 48.02 48.02 48.02
    Palau 26.30 190.91 190.91 190.91 190.91 190.91 190.91
    Palestine 26.30 73.50 73.50 73.50 112.81 112.81 112.81
    Panama 26.30 98.72 98.72 98.72 130.73 130.73 130.73
    Papua New Guinea 26.30 120.36 120.36 120.36 152.38 152.38 152.38
    Paraguay 26.30 98.72 98.72 98.72 130.73 130.73 130.73
    Peru 26.30 98.72 98.72 98.72 130.73 130.73 130.73
    Philippines 26.30 95.40 95.40 95.40 127.41 127.41 127.41
    Poland 0.00 18.90 18.90 18.90 18.90 18.90 18.90
    Portugal 0.00 12.65 12.65 12.65 18.90 18.90 18.90
    Puerto Rico 26.30 63.38 63.38 63.38 95.40 95.40 95.40
    Qatar 26.30 103.33 103.33 103.33 135.35 135.35 135.35
    Republic of Congo 26.30 159.55 159.55 159.55 191.56 191.56 191.56
    Reunion 0.00 18.90 18.90 18.90 18.90 18.90 18.90
    Rodrigues Island 26.30 159.55 159.55 159.55 152.38 152.38 152.38
    Romania 0.00 18.90 18.90 18.90 18.90 18.90 18.90
    Ross Island 26.30 159.55 159.55 159.55 159.55 159.55 159.55
    Russian Federation 26.30 68.00 68.00 68.00 99.88 99.88 99.88
    Rwanda 26.30 120.36 120.36 120.36 120.36 120.36 120.36
    Samoa (US) 26.30 190.91 190.91 190.91 190.91 190.91 190.91
    Samoa (West) 26.30 249.82 249.82 249.82 281.83 281.83 281.83
    San Marino 26.30 62.74 62.74 62.74 56.85 56.85 56.85
    Sao Tome & Principe 26.30 190.91 190.91 190.91 222.93 222.93 222.93
    Saudi Arabia 26.30 77.08 77.08 77.08 109.09 109.09 109.09
    Senegal 26.30 130.73 130.73 130.73 162.75 162.75 162.75
    Serbia 26.30 56.85 56.85 56.85 73.49 73.49 73.49
    Seychelles 26.30 130.73 130.73 130.73 162.75 162.75 162.75
    Sierra Leone 26.30 98.72 98.72 98.72 130.73 130.73 130.73
    Singapore 26.30 22.14 22.14 22.14 36.50 36.50 36.50
    Slovak Republic 0.00 18.90 18.90 18.90 18.90 18.90 18.90
    Slovenia 0.00 18.90 18.90 18.90 18.90 18.90 18.90
    Solomon Islands 26.30 190.91 190.91 190.91 190.91 190.91 190.91
    Somalia 26.30 190.91 190.91 190.91 222.93 222.93 222.93
    South Africa 26.30 66.71 66.71 66.71 98.72 98.72 98.72
    Spain 0.00 12.65 12.65 12.65 18.90 18.90 18.90
    Sri Lanka 26.30 105.89 105.89 105.89 137.90 137.90 137.90
    St Helena 26.30 187.71 187.71 187.71 187.71 187.71 187.71
    St Kitts & Nevis 26.30 82.97 82.97 82.97 114.98 114.98 114.98
    St Lucia 26.30 30.34 30.34 30.34 61.71 61.71 61.71
    St Pierre & Miquelon 26.30 82.97 82.97 82.97 82.97 82.97 82.97
    St Vincent 26.30 82.97 82.97 82.97 114.98 114.98 114.98
    Sudan 26.30 98.72 98.72 98.72 130.73 130.73 130.73
    Surinam 26.30 152.38 152.38 152.38 184.39 184.39 184.39
    Swaziland 26.30 98.72 98.72 98.72 130.73 130.73 130.73
    Sweden 0.00 12.65 12.65 12.65 18.90 18.90 18.90
    Switzerland 0.00 12.65 12.65 12.65 18.90 18.90 18.90
    Syria 26.30 135.35 135.35 135.35 167.35 167.35 167.35
    Taiwan 26.30 95.40 95.40 95.40 127.41 127.41 127.41
    Tajikistan 26.30 120.36 120.36 120.36 152.38 152.38 152.38
    Tanzania 26.30 98.72 98.72 98.72 130.73 130.73 130.73
    Thailand 26.30 95.40 95.40 95.40 127.41 127.41 127.41
    Togolese Republic 26.30 130.73 130.73 130.73 162.75 162.75 162.75
    Tokelau 26.30 249.82 249.82 249.82 249.82 249.82 249.82
    Tonga 26.30 187.71 187.71 187.71 219.73 219.73 219.73
    Trinidad & Tobago 26.30 30.34 30.34 30.34 61.71 61.71 61.71
    Tunisia 26.30 56.85 56.85 56.85 84.51 84.51 84.51
    Turkey (and Northern Cyprus) 26.30 29.31 29.31 29.31 61.33 61.33 61.33
    Turkmenistan 26.30 109.86 109.86 109.86 141.87 141.87 141.87
    Turks & Caicos 26.30 95.40 95.40 95.40 127.41 127.41 127.41
    Tuvalu 26.30 190.91 190.91 190.91 190.91 190.91 190.91
    Uganda 26.30 98.72 98.72 98.72 130.73 130.73 130.73
    Ukraine 26.30 68.00 68.00 68.00 99.88 99.88 99.88
    United Arab Emirates 26.30 77.08 77.08 77.08 109.09 109.09 109.09
    USA 26.30 14.46 14.46 14.46 14.46 14.46 14.46
    Uruguay 26.30 98.72 98.72 98.72 130.73 130.73 130.73
    Uzbekistan 26.30 92.84 92.84 92.84 124.84 124.84 124.84
    Vanuatu 26.30 190.91 190.91 190.91 222.93 222.93 222.93
    Vatican City 0.00 12.65 12.65 12.65 18.90 18.90 18.90
    Venezuela 26.30 98.72 98.72 98.72 130.73 130.73 130.73
    Vietnam 26.30 187.71 187.71 187.71 219.73 219.73 219.73
    Virgin Islands (UK) 26.30 128.69 128.69 128.69 114.98 114.98 114.98
    Virgin Islands (US) 26.30 82.97 82.97 82.97 82.97 82.97 82.97
    Wallis and Futuna Islands 26.30 242.65 242.65 242.65 242.65 242.65 242.65
    Yemen 26.30 130.73 130.73 130.73 162.75 162.75 162.75
    Zambia 26.30 98.72 98.72 98.72 130.73 130.73 130.73
    Zimbabwe 26.30 98.72 98.72 98.72 130.73 130.73 130.73

Calling features

  1. The phone service offers a selection of calling features that you may find useful. Buying calling features depends on availability, and a minimum term does not apply. These are charged as set out in Table 2.6

    Call feature Monthly cost Single use cost when not subscribed Available to bundle?
    1471 Included No
    1471 Call Return N/A 10p per use (plus the cost of the call if chargeable) No
    1571 (Voicemail) Included No
    Caller Display Included (requires activation) No
    Voicemail Extra £3.00 No
    Call Divert £3.00 Yes
    Reminder Call £3.00 15p per use Yes
    Call Waiting £3.00 Yes
    Ring Back £3.00 10p per use Yes
    Anonymous Call £4.00 No
    Call Barring (Premium rate) £3.00 Yes
    Call Barring (Premium Rate and International) £3.00 Yes

  2. If you take more than one call feature, then the following bundle pricing will apply

    Number of features Bundle price
    1 £3.00
    2 or more £6.00

Phone early termination charges

  1. The phone service is subject to a minimum term of 12 months.

    Table 2.8 below sets out the monthly early termination charges that will apply to the phone service for customers who signed up to their phone contract before 10th December 2019 where their service is cancelled within the 12 month minimum term. Any part of a month in the remaining minimum term will be charged daily on a pro rata basis. For any fibre broadband or broadband service cancelled within the 12 month minimum term, the monthly early termination charges at Table 1.8 will also apply.

    From 24th June 2021, following a change to HMRC rules, early termination charges will be subject to VAT.

    John Lewis Broadband Service Monthly early termination charge
    John Lewis Broadband Phone £9.23

    For any customer who signed up to a phone contract after 9th December 2019, early termination charges are calculated as follows:-

    • monthly charge (factoring in any monthly discount to which the customer is entitled);
    • deduct VAT at the applicable rate;
    • reduce the charge to take account of any costs saved because of leaving early, such as wholesale costs;
    • deduct 1% for early receipt of payment;
    • multiply this figure by the remaining months of the minimum term. Any part of a month in the remaining minimum term will be charged daily on a pro rata basis;
    • add VAT at the applicable rate to the final amount.

    Price changes apply to the early termination charges set out above. See Section 4 'Price Changes' below for details.

    For further information please see Early Termination Charges

3. Other charges

  1. We may suspend your service if you do not pay your bill or where unapproved attachments have been made to your line. We will charge you £5.76 to apply/or lift any of these restrictions.
  2. If you fail to make a payment, we will apply a £7.50 administration fee to your account to cover the costs of recovery.
  3. Should your Direct Debit fail then a £10.00 administration fee will be applied to your account to recover these costs.
  4. Where a general engineer visit is requested, including re-wiring and conversions this will be charged at £100.00 per call out plus £65.00 per hour (or part hour) thereafter.

4. Price Changes

A percentage price increase will be applied to the price of broadband, line rental, call plans and call charges. The price increase will be applied on or after 1st March each year from March 2022 and will be equal to a percentage comprising of i) the Consumer Price Index (CPI) rate figure published by the Office for National Statistics in January of that year (ignoring any negative figure) plus ii) 3.9%, and rounded up to the nearest whole pence. If the CPI figure is negative, the price increase will only be 3.9%

If you receive a discount on your price, the percentage price increase will be applied to the discounted price.

Where you purchase more than one service from us and each is subject to the price increase, the amount of the increase is calculated on each service separately.

There's more information available in our CPI Plus 3.9% Guide.

We might also change our other charges, or make other changes to the price of your broadband, line rental, call plans and/or call charges. We'll tell you about important changes in advance, and if a change is detrimental you'll be able to end your contract without any fees.

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.