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We’re refreshing a few things

On 7th October 2020, your broadband and line rental price will increase by 1.5%. We're also changing your terms, so that annual CPI price increases will apply to your broadband and line rental price from June 2021.

More about our Pricing and Terms changes

John Lewis Broadband Price Guide

03 December 2019

Changes to prices and terms - 7th October 2020

On 7th October 2020, we'll be increasing the monthly broadband and line rental price for all John Lewis Broadband customers, by reference to the CPI rate published by the Office for National Statistics in May this year. This rate is 1.5%. If you receive a discount on your broadband and/or line rental price, the increase will be applied to the discounted price. See an example calculation in our Pricing and Terms FAQs.

We'll also be changing your terms and conditions, so that annual CPI price changes will apply from June 2021. We'll increase the monthly price of your broadband and line rental by the annual percentage increase in the Consumer Price Index (CPI) published by the Office for National Statistics in April of that year. We'll do this so that the price increase takes effect in June of each year, starting from June 2021.

For more details and to see a copy of your new terms and conditions see our Pricing and Terms FAQs.

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. 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.

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

    These prices apply to new customers who have:

    • Signed up on or after 03 December 2019; or
    • Have not changed their broadband or fibre broadband product (where changing a product includes re-contracting or upgrading). If you have changed your product, see Table 1.6.
    Broadband services Price (per month)
    Unlimited £2.50 a month for 12 months, £11.00 a month thereafter
    Fibre £10.00 a month for 12 months, £22.50 a month thereafter
    Fibre Extra £15.00 a month for 12 months, £27.50 a month thereafter
    Table 1.1

    These prices apply to new customers who have:

    • Signed up after 01 October 2018; and
    • Have not changed their broadband or fibre broadband product (where changing a product includes re-contracting or upgrading). If you have changed your product, see Table 1.6.
    Broadband services Price (per month)
    Unlimited £4.50 a month for 12 months, £11.00 a month thereafter
    Fibre £13.00 a month for 12 months, £22.50 a month thereafter
    Fibre Extra £19.50 a month for 12 months, £27.50 a month thereafter
    Table 1.2

    These prices apply to new customers who have:

    • Signed up after 06 June 2018; and
    • Have not changed their broadband or fibre broadband product (where changing a product includes re-contracting or upgrading). If you have changed your product, see Table 1.6.
    Broadband services Price (per month)
    Unlimited £4.50 a month for 12 months, £11.00 a month thereafter
    Fibre £12.00 a month for 12 months, £22.50 a month thereafter
    Fibre Extra £17.00 a month for 12 months, £27.50 a month thereafter
    Table 1.3

    These prices apply to new customers who have:

    • Signed up after 30 October 2016; and
    • Have not changed their broadband or fibre broadband product (where changing a product includes re-contracting or upgrading). If you have changed your product, see Table 1.6.
    Broadband services Price (per month)
    Unlimited £7.00 a month for 12 months, £11.00 a month thereafter
    Fibre £17.00 a month for 12 months, £22.50 a month thereafter
    Fibre Extra £21.00 a month for 12 months, £27.50 a month thereafter
    Table 1.4

    These prices apply to new customers who have:

    • Signed up after 18 July 2016 and before 31 October 2016; and
    • Have not changed their broadband or fibre broadband product (where changing a product includes re-contracting or upgrading). If you have changed your product, see Table 1.6.
    Broadband services Price (per month)
    Unlimited £0.00 a month for 3 months, £11.00 a month thereafter
    Fibre £0.00 a month for 3 months, £22.50 a month thereafter
    Fibre Extra £0.00 a month for 3 months, £27.50 a month thereafter
    Table 1.5

    These prices apply to new customers who have:

    • Signed up before 19 July 2016; or
    • Have changed their broadband or fibre broadband product (where changing a product includes re-contracting or upgrading).
    Broadband services Price (per month)
    Unlimited £11.00 a month
    Fibre £22.50 a month
    Fibre Extra £27.50 a month
    Table 1.6

    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
    Table 1.7

Fibre Broadband and Broadband early termination charges

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

    Table 1.8 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.

    John Lewis Broadband service Monthly early termination charge
    Unlimited £4.15
    Fibre £10.85
    Fibre Extra £12.18
    Table 1.8

    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.

    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
    Table 2.1
    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 £17.50 Included Not available £55.00
    Anytime £17.50 £6.00 £5.00 £75.00
    Anytime and International £17.50 £8.00 £5.00 £75.00
    Table 2.2

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. 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.

  2. 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 the Channel Islands.

    Calls to UK Landlines

    Weekday Daytime Weekday Evening Weekend
    Call setup fee
    (pence per call)    		 23p 23p 23p
    Call charge
    (pence per minute)    		 14p 14p 14p
    Table 2.3

    Calls to UK Mobiles

    Weekday and Weekend Daytime Weekday and Weekend Evening
    Call setup fee
    (pence per call)    		 23p 23p
    Call charge
    (pence per minute)    		 16.5p 16.5p
    Table 2.4
  3. 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.

  4. 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 23p 139.55p 139.55p 139.55p 167.55p 167.55p 167.55p
    Albania 23p 49.72p 49.72p 49.72p 77.72p 77.72p 77.72p
    Algeria 23p 49.72p 49.72p 49.72p 77.72p 77.72p 77.72p
    Andorra 0p 18.9p 18.9p 18.9p 18.9p 18.9p 18.9p
    Angola 23p 105.28p 105.28p 105.28p 133.28p 133.28p 133.28p
    Anguilla 23p 72.57p 72.57p 72.57p 100.57p 100.57p 100.57p
    Antarctica Australian 23p 166.99p 166.99p 166.99p 166.99p 166.99p 166.99p
    Antigua 23p 26.54p 26.54p 26.54p 43.23p 43.23p 43.23p
    Argentina 23p 86.35p 86.35p 86.35p 114.35p 114.35p 114.35p
    Armenia 23p 90.38p 90.38p 90.38p 118.38p 118.38p 118.38p
    Aruba 23p 67.42p 67.42p 67.42p 95.42p 95.42p 95.42p
    Ascension Island 23p 112p 112p 112p 112p 112p 112p
    Australia 23p 12.65p 12.65p 12.65p 40.76p 40.76p 40.76p
    Austria 0p 12.65p 12.65p 12.65p 18.9p 18.9p 18.9p
    Azerbaijan 23p 59.47p 59.47p 59.47p 87.36p 87.36p 87.36p
    Azores 0p 18.9p 18.9p 18.9p 18.9p 18.9p 18.9p
    Bahamas 23p 72.57p 72.57p 72.57p 72.57p 72.57p 72.57p
    Bahrain 23p 90.38p 90.38p 90.38p 118.38p 118.38p 118.38p
    Bangladesh 23p 27.44p 27.44p 27.44p 55.44p 55.44p 55.44p
    Barbados 23p 26.54p 26.54p 26.54p 54.54p 54.54p 54.54p
    Belarus 23p 59.47p 59.47p 59.47p 87.47p 87.47p 87.47p
    Belgium 0p 12.65p 12.65p 12.65p 18.9p 18.9p 18.9p
    Belize 23p 90.38p 90.38p 90.38p 118.38p 118.38p 118.38p
    Benin 23p 86.35p 86.35p 86.35p 114.35p 114.35p 114.35p
    Bermuda 23p 26.54p 26.54p 26.54p 43.23p 43.23p 43.23p
    Bhutan 23p 83.44p 83.44p 83.44p 111.44p 111.44p 111.44p
    Bolivia 23p 105.28p 105.28p 105.28p 133.28p 133.28p 133.28p
    Bosnia 23p 49.72p 49.72p 49.72p 73.92p 73.92p 73.92p
    Botswana 23p 86.35p 86.35p 86.35p 114.35p 114.35p 114.35p
    Brazil 23p 86.35p 86.35p 86.35p 114.35p 114.35p 114.35p
    Brunei 23p 83.44p 83.44p 83.44p 111.44p 111.44p 111.44p
    Bulgaria 0p 18.9p 18.9p 18.9p 18.9p 18.9p 18.9p
    Burkina Faso 23p 105.28p 105.28p 105.28p 133.28p 133.28p 133.28p
    Burundi 23p 105.28p 105.28p 105.28p 133.28p 133.28p 133.28p
    Cambodia 23p 247.74p 247.74p 247.74p 275.74p 275.74p 275.74p
    Cameroon 23p 86.35p 86.35p 86.35p 114.35p 114.35p 114.35p
    Canada 23p 12.65p 12.65p 12.65p 12.65p 12.65p 12.65p
    Canary Islands 0p 18.9p 18.9p 18.9p 18.9p 18.9p 18.9p
    Cape Verde 23p 105.28p 105.28p 105.28p 133.28p 133.28p 133.28p
    Cayman Islands 23p 72.57p 72.57p 72.57p 100.57p 100.57p 100.57p
    Central African Republic 23p 164.19p 164.19p 164.19p 164.19p 164.19p 164.19p
    Chad 23p 166.99p 166.99p 166.99p 166.99p 166.99p 166.99p
    Chatham Islands (NZ) 23p 14.33p 14.33p 14.33p 56.56p 56.56p 56.56p
    Chile 23p 86.35p 86.35p 86.35p 114.35p 114.35p 114.35p
    China 23p 26.54p 26.54p 26.54p 54.54p 54.54p 54.54p
    Christmas Islands 23p 12.76p 12.76p 12.76p 40.76p 40.76p 40.76p
    Cocos Islands 23p 12.76p 12.76p 12.76p 40.76p 40.76p 40.76p
    Colombia 23p 105.28p 105.28p 105.28p 133.28p 133.28p 133.28p
    Comoros 23p 139.55p 139.55p 139.55p 167.55p 167.55p 167.55p
    Democratic Republic of the Congo (formerly Zaire) 23p 139.55p 139.55p 139.55p 167.55p 167.55p 167.55p
    Cook Islands 23p 166.99p 166.99p 166.99p 166.99p 166.99p 166.99p
    Costa Rica 23p 86.35p 86.35p 86.35p 114.35p 114.35p 114.35p
    Cote D'Ivoire 23p 114.35p 114.35p 114.35p 142.35p 142.35p 142.35p
    Croatia 0p 18.9p 18.9p 18.9p 18.9p 18.9p 18.9p
    Cuba 23p 190.4p 190.4p 190.4p 176.96p 176.96p 176.96p
    Cyprus (Republic of) 0p 18.9p 18.9p 18.9p 18.9p 18.9p 18.9p
    Czech Republic 0p 18.9p 18.9p 18.9p 18.9p 18.9p 18.9p
    Denmark 0p 12.65p 12.65p 12.65p 18.9p 18.9p 18.9p
    Diego Garcia 23p 218.51p 218.51p 218.51p 218.51p 218.51p 218.51p
    Djibouti 23p 105.28p 105.28p 105.28p 133.28p 133.28p 133.28p
    Dominica 23p 83.44p 83.44p 83.44p 111.44p 111.44p 111.44p
    Dominican Republic 23p 72.57p 72.57p 72.57p 100.57p 100.57p 100.57p
    East Timor 23p 247.74p 247.74p 247.74p 275.74p 275.74p 275.74p
    Ecuador 23p 105.28p 105.28p 105.28p 133.28p 133.28p 133.28p
    Egypt 23p 90.38p 90.38p 90.38p 118.38p 118.38p 118.38p
    El Salvador 23p 114.35p 114.35p 114.35p 142.35p 142.35p 142.35p
    Equatorial Guinea 23p 139.55p 139.55p 139.55p 167.55p 167.55p 167.55p
    Eritrea 23p 114.35p 114.35p 114.35p 142.35p 142.35p 142.35p
    Estonia 0p 18.9p 18.9p 18.9p 18.9p 18.9p 18.9p
    Ethiopia 23p 114.35p 114.35p 114.35p 142.35p 142.35p 142.35p
    Falkland Islands 23p 105.28p 105.28p 105.28p 105.28p 105.28p 105.28p
    Faroe Islands 23p 87.36p 87.36p 87.36p 87.36p 87.36p 87.36p
    Fiji 23p 105.28p 105.28p 105.28p 133.28p 133.28p 133.28p
    Finland 0p 18.9p 18.9p 18.9p 18.9p 18.9p 18.9p
    France 0p 12.65p 12.65p 12.65p 18.9p 18.9p 18.9p
    French Guiana 0p 18.9p 18.9p 18.9p 18.9p 18.9p 18.9p
    French Polynesia 23p 218.51p 218.51p 218.51p 246.51p 246.51p 246.51p
    Gabon 23p 86.35p 86.35p 86.35p 114.35p 114.35p 114.35p
    Gambia 23p 86.35p 86.35p 86.35p 114.35p 114.35p 114.35p
    Georgia 23p 67.42p 67.42p 67.42p 95.42p 95.42p 95.42p
    Germany 0p 12.65p 12.65p 12.65p 18.9p 18.9p 18.9p
    Ghana 23p 86.35p 86.35p 86.35p 114.35p 114.35p 114.35p
    Gibraltar 0p 18.9p 18.9p 18.9p 18.9p 18.9p 18.9p
    Greece 0p 12.65p 12.65p 12.65p 18.9p 18.9p 18.9p
    Greenland 23p 105.28p 105.28p 105.28p 133.28p 133.28p 133.28p
    Grenada 23p 26.54p 26.54p 26.54p 53.98p 53.98p 53.98p
    Guadeloupe 0p 18.9p 18.9p 18.9p 18.9p 18.9p 18.9p
    Guam 23p 139.55p 139.55p 139.55p 139.55p 139.55p 139.55p
    Guatemala 23p 86.35p 86.35p 86.35p 119.95p 119.95p 119.95p
    Guinea 23p 105.28p 105.28p 105.28p 133.28p 133.28p 133.28p
    Guinea Bissau 23p 166.99p 166.99p 166.99p 166.99p 166.99p 166.99p
    Guyana 23p 114.35p 114.35p 114.35p 142.35p 142.35p 142.35p
    Haiti 23p 105.84p 105.84p 105.84p 133.84p 133.84p 133.84p
    Honduras 23p 86.35p 86.35p 86.35p 114.35p 114.35p 114.35p
    Hong Kong 23p 10.52p 10.52p 10.52p 20.16p 20.16p 20.16p
    Hungary 0p 18.9p 18.9p 18.9p 18.9p 18.9p 18.9p
    Iceland 0p 18.9p 18.9p 18.9p 18.9p 18.9p 18.9p
    India 23p 27.44p 27.44p 27.44p 55.44p 55.44p 55.44p
    Indonesia 23p 83.44p 83.44p 83.44p 111.44p 111.44p 111.44p
    Iran 23p 114.35p 114.35p 114.35p 142.35p 142.35p 142.35p
    Iraq 23p 114.35p 114.35p 114.35p 142.35p 142.35p 142.35p
    Ireland (Republic of) 0p 12.65p 12.65p 12.65p 18.9p 18.9p 18.9p
    Israel 23p 59.47p 59.47p 59.47p 87.47p 87.47p 87.47p
    Italy 0p 12.65p 12.65p 12.65p 18.9p 18.9p 18.9p
    Jamaica 23p 26.54p 26.54p 26.54p 54.54p 54.54p 54.54p
    Japan 23p 8.51p 8.51p 8.51p 36.51p 36.51p 36.51p
    Jordan 23p 118.38p 118.38p 118.38p 146.38p 146.38p 146.38p
    Kazakhstan 23p 81.2p 81.2p 81.2p 109.2p 109.2p 109.2p
    Kenya 23p 86.35p 86.35p 86.35p 114.35p 114.35p 114.35p
    Kiribati 23p 166.99p 166.99p 166.99p 166.99p 166.99p 166.99p
    Korea North 23p 166.99p 166.99p 166.99p 166.99p 166.99p 166.99p
    Korea Republic 23p 83.44p 83.44p 83.44p 111.44p 111.44p 111.44p
    Kuwait 23p 90.38p 90.38p 90.38p 118.38p 118.38p 118.38p
    Kyrgyzstan 23p 81.2p 81.2p 81.2p 109.2p 109.2p 109.2p
    Laos 23p 164.19p 164.19p 164.19p 192.19p 192.19p 192.19p
    Latvia 0p 18.9p 18.9p 18.9p 18.9p 18.9p 18.9p
    Lebanon 23p 118.38p 118.38p 118.38p 146.38p 146.38p 146.38p
    Lesotho 23p 86.35p 86.35p 86.35p 114.35p 114.35p 114.35p
    Liberia 23p 86.35p 86.35p 86.35p 114.35p 114.35p 114.35p
    Libya 23p 49.72p 49.72p 49.72p 73.92p 73.92p 73.92p
    Liechtenstein 0p 18.9p 18.9p 18.9p 18.9p 18.9p 18.9p
    Lithuania 0p 18.9p 18.9p 18.9p 18.9p 18.9p 18.9p
    Luxembourg 0p 12.65p 12.65p 12.65p 18.9p 18.9p 18.9p
    Macao 23p 83.44p 83.44p 83.44p 111.44p 111.44p 111.44p
    Macedonia 23p 49.72p 49.72p 49.72p 73.92p 73.92p 73.92p
    Madagascar 23p 105.28p 105.28p 105.28p 133.28p 133.28p 133.28p
    Madeira 0p 18.9p 18.9p 18.9p 18.9p 18.9p 18.9p
    Malawi 23p 86.35p 86.35p 86.35p 114.35p 114.35p 114.35p
    Malaysia 23p 49.72p 49.72p 49.72p 77.72p 77.72p 77.72p
    Maldive Islands 23p 105.28p 105.28p 105.28p 133.28p 133.28p 133.28p
    Mali 23p 105.28p 105.28p 105.28p 133.28p 133.28p 133.28p
    Malta 0p 18.9p 18.9p 18.9p 18.9p 18.9p 18.9p
    Marshall Islands 23p 166.99p 166.99p 166.99p 166.99p 166.99p 166.99p
    Martinique 0p 18.9p 18.9p 18.9p 18.9p 18.9p 18.9p
    Mauritania 23p 139.55p 139.55p 139.55p 167.55p 167.55p 167.55p
    Mauritius 23p 114.35p 114.35p 114.35p 142.35p 142.35p 142.35p
    Mayotte 0p 18.9p 18.9p 18.9p 18.9p 18.9p 18.9p
    Mexico 23p 83.44p 83.44p 83.44p 83.44p 83.44p 83.44p
    Micronesia 23p 166.99p 166.99p 166.99p 166.99p 166.99p 166.99p
    Moldova 23p 67.42p 67.42p 67.42p 95.42p 95.42p 95.42p
    Monaco 0p 18.9p 18.9p 18.9p 18.9p 18.9p 18.9p
    Mongolia 23p 164.19p 164.19p 164.19p 192.19p 192.19p 192.19p
    Montenegro 23p 49.72p 49.72p 49.72p 64.28p 64.28p 64.28p
    Montserrat 23p 83.44p 83.44p 83.44p 111.44p 111.44p 111.44p
    Morocco 23p 49.72p 49.72p 49.72p 73.92p 73.92p 73.92p
    Mozambique 23p 105.28p 105.28p 105.28p 133.28p 133.28p 133.28p
    Myanmar 23p 139.55p 139.55p 139.55p 167.55p 167.55p 167.55p
    Namibia 23p 86.35p 86.35p 86.35p 114.35p 114.35p 114.35p
    Nauru 23p 166.99p 166.99p 166.99p 166.99p 166.99p 166.99p
    Nepal 23p 83.44p 83.44p 83.44p 111.44p 111.44p 111.44p
    Netherlands 0p 12.65p 12.65p 12.65p 18.9p 18.9p 18.9p
    Netherlands Antilles 23p 67.42p 67.42p 67.42p 95.42p 95.42p 95.42p
    New Caledonia 23p 218.51p 218.51p 218.51p 246.51p 246.51p 246.51p
    New Zealand 23p 12.65p 12.65p 12.65p 56.56p 56.56p 56.56p
    Nicaragua 23p 114.35p 114.35p 114.35p 142.35p 142.35p 142.35p
    Niger 23p 105.28p 105.28p 105.28p 133.28p 133.28p 133.28p
    Nigeria 23p 81.2p 81.2p 81.2p 109.2p 109.2p 109.2p
    Niue Island 23p 164.19p 164.19p 164.19p 164.19p 164.19p 164.19p
    Norfolk/Ross Islands 23p 139.55p 139.55p 139.55p 139.55p 139.55p 139.55p
    Northern Marianas 23p 114.35p 114.35p 114.35p 114.35p 114.35p 114.35p
    Norway 0p 12.65p 12.65p 12.65p 18.9p 18.9p 18.9p
    Oman 23p 90.38p 90.38p 90.38p 118.38p 118.38p 118.38p
    Pakistan 23p 27.44p 27.44p 27.44p 42p 42p 42p
    Palau 23p 166.99p 166.99p 166.99p 166.99p 166.99p 166.99p
    Panama 23p 86.35p 86.35p 86.35p 114.35p 114.35p 114.35p
    Papua New Guinea 23p 105.28p 105.28p 105.28p 133.28p 133.28p 133.28p
    Paraguay 23p 86.35p 86.35p 86.35p 114.35p 114.35p 114.35p
    Peru 23p 86.35p 86.35p 86.35p 114.35p 114.35p 114.35p
    Philippines 23p 83.44p 83.44p 83.44p 111.44p 111.44p 111.44p
    Poland 0p 18.9p 18.9p 18.9p 18.9p 18.9p 18.9p
    Portugal 0p 12.65p 12.65p 12.65p 18.9p 18.9p 18.9p
    Puerto Rico 23p 55.44p 55.44p 55.44p 83.44p 83.44p 83.44p
    Qatar 23p 90.38p 90.38p 90.38p 118.38p 118.38p 118.38p
    Reunion 0p 18.9p 18.9p 18.9p 18.9p 18.9p 18.9p
    Rodrigues Island 23p 139.55p 139.55p 139.55p 133.28p 133.28p 133.28p
    Romania 0p 18.9p 18.9p 18.9p 18.9p 18.9p 18.9p
    Russian Federation 23p 59.47p 59.47p 59.47p 87.36p 87.36p 87.36p
    Rwanda 23p 105.28p 105.28p 105.28p 105.28p 105.28p 105.28p
    Samoa (US) 23p 166.99p 166.99p 166.99p 166.99p 166.99p 166.99p
    Samoa (West) 23p 218.51p 218.51p 218.51p 246.51p 246.51p 246.51p
    San Marino 23p 54.88p 54.88p 54.88p 49.72p 49.72p 49.72p
    Sao Tome & Principe 23p 166.99p 166.99p 166.99p 194.99p 194.99p 194.99p
    Saudi Arabia 23p 67.42p 67.42p 67.42p 95.42p 95.42p 95.42p
    Senegal 23p 114.35p 114.35p 114.35p 142.35p 142.35p 142.35p
    Serbia 23p 49.72p 49.72p 49.72p 64.28p 64.28p 64.28p
    Seychelles 23p 114.35p 114.35p 114.35p 142.35p 142.35p 142.35p
    Sierra Leone 23p 86.35p 86.35p 86.35p 114.35p 114.35p 114.35p
    Singapore 23p 19.37p 19.37p 19.37p 31.92p 31.92p 31.92p
    Slovak Republic 0p 18.9p 18.9p 18.9p 18.9p 18.9p 18.9p
    Slovenia 0p 18.9p 18.9p 18.9p 18.9p 18.9p 18.9p
    Solomon Islands 23p 166.99p 166.99p 166.99p 166.99p 166.99p 166.99p
    Somalia 23p 166.99p 166.99p 166.99p 194.99p 194.99p 194.99p
    South Africa 23p 58.35p 58.35p 58.35p 86.35p 86.35p 86.35p
    Spain 0p 12.65p 12.65p 12.65p 18.9p 18.9p 18.9p
    Sri Lanka 23p 92.62p 92.62p 92.62p 120.62p 120.62p 120.62p
    St Helena 23p 164.19p 164.19p 164.19p 164.19p 164.19p 164.19p
    St Kitts & Nevis 23p 72.57p 72.57p 72.57p 100.57p 100.57p 100.57p
    St Lucia 23p 26.54p 26.54p 26.54p 53.98p 53.98p 53.98p
    St Pierre & Miquelon 23p 72.57p 72.57p 72.57p 72.57p 72.57p 72.57p
    St Vincent 23p 72.57p 72.57p 72.57p 100.57p 100.57p 100.57p
    Sudan 23p 86.35p 86.35p 86.35p 114.35p 114.35p 114.35p
    Surinam 23p 133.28p 133.28p 133.28p 161.28p 161.28p 161.28p
    Swaziland 23p 86.35p 86.35p 86.35p 114.35p 114.35p 114.35p
    Sweden 0p 12.65p 12.65p 12.65p 18.9p 18.9p 18.9p
    Switzerland 0p 12.65p 12.65p 12.65p 18.9p 18.9p 18.9p
    Syria 23p 118.38p 118.38p 118.38p 146.38p 146.38p 146.38p
    Taiwan 23p 83.44p 83.44p 83.44p 111.44p 111.44p 111.44p
    Tajikistan 23p 105.28p 105.28p 105.28p 133.28p 133.28p 133.28p
    Tanzania 23p 86.35p 86.35p 86.35p 114.35p 114.35p 114.35p
    Thailand 23p 83.44p 83.44p 83.44p 111.44p 111.44p 111.44p
    Togolese Republic 23p 114.35p 114.35p 114.35p 142.35p 142.35p 142.35p
    Tokelau 23p 218.51p 218.51p 218.51p 218.51p 218.51p 218.51p
    Tonga 23p 164.19p 164.19p 164.19p 192.19p 192.19p 192.19p
    Trinidad & Tobago 23p 26.54p 26.54p 26.54p 53.98p 53.98p 53.98p
    Tunisia 23p 49.72p 49.72p 49.72p 73.92p 73.92p 73.92p
    Turkey (and Northern Cyprus) 23p 25.64p 25.64p 25.64p 53.64p 53.64p 53.64p
    Turkmenistan 23p 96.09p 96.09p 96.09p 124.09p 124.09p 124.09p
    Turks & Caicos 23p 83.44p 83.44p 83.44p 111.44p 111.44p 111.44p
    Tuvalu 23p 166.99p 166.99p 166.99p 166.99p 166.99p 166.99p
    Uganda 23p 86.35p 86.35p 86.35p 114.35p 114.35p 114.35p
    Ukraine 23p 59.47p 59.47p 59.47p 87.36p 87.36p 87.36p
    United Arab Emirates 23p 67.42p 67.42p 67.42p 95.42p 95.42p 95.42p
    USA 23p 12.65p 12.65p 12.65p 12.65p 12.65p 12.65p
    Uruguay 23p 86.35p 86.35p 86.35p 114.35p 114.35p 114.35p
    Uzbekistan 23p 81.2p 81.2p 81.2p 109.2p 109.2p 109.2p
    Vanuatu 23p 166.99p 166.99p 166.99p 194.99p 194.99p 194.99p
    Vatican City 0p 12.65p 12.65p 12.65p 18.9p 18.9p 18.9p
    Venezuela 23p 86.35p 86.35p 86.35p 114.35p 114.35p 114.35p
    Vietnam 23p 164.19p 164.19p 164.19p 192.19p 192.19p 192.19p
    Virgin Islands (UK) 23p 112.56p 112.56p 112.56p 100.57p 100.57p 100.57p
    Virgin Islands (US) 23p 72.57p 72.57p 72.57p 72.57p 72.57p 72.57p
    Wallis and Futuna Islands 23p 212.24p 212.24p 212.24p 212.24p 212.24p 212.24p
    Yemen 23p 114.35p 114.35p 114.35p 142.35p 142.35p 142.35p
    Zambia 23p 86.35p 86.35p 86.35p 114.35p 114.35p 114.35p
    Zimbabwe 23p 86.35p 86.35p 86.35p 114.35p 114.35p 114.35p
    Table 2.5

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
    Table 2.6

  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
    Table 2.7

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 1.7 will also apply.

    John Lewis Broadband Service Monthly early termination charge
    John Lewis Broadband Phone £5.45
    Table 2.8

    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.

    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.

For your information

John Lewis Broadband is provided by Plusnet plc.

Changes to prices and terms - 7th October 2020

On 7th October 2020, we'll be increasing the monthly broadband and line rental price for all John Lewis Broadband customers, by reference to the CPI rate published by the Office for National Statistics in May this year. This rate is 1.5%. If you receive a discount on your broadband and/or line rental price, the increase will be applied to the discounted price. See an example calculation in our Pricing and Terms FAQs.

We'll also be changing your terms and conditions, so that annual CPI price changes will apply from June 2021. We'll increase the monthly price of your broadband and line rental by the annual percentage increase in the Consumer Price Index (CPI) published by the Office for National Statistics in April of that year. We'll do this so that the price increase takes effect in June of each year, starting from June 2021.

For more details and to see a copy of your new terms and conditions see our Pricing and Terms FAQs.

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.

▼ Prices, content and terms may change at any time during your contract. You'll be informed about important changes in advance, and if a change is detrimental you'll be able to end your contract without any fees.

Read more * †

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 £6.00 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 £8.00 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.

Standard Pricing

John Lewis Broadband Unlimited and John Lewis Broadband Phone. 12-month contract

John Lewis Broadband Unlimited costs £2.50 a month for the first 12 months, £11.00 a month thereafter. John Lewis Broadband Phone costs £17.50 a month (including Evening and Weekend† calls). Additional call plans are available for an additional monthly charge. See Price Guide for details.

John Lewis Broadband Fibre and John Lewis Broadband Phone. 12-month contract

John Lewis Broadband Fibre costs £10.00 a month for the first 12 months, £22.50 a month thereafter. John Lewis Broadband Phone costs £17.50 a month (including Evening and Weekend† calls). Additional call plans are available for an additional monthly charge. See Price Guide for details.

John Lewis Broadband Fibre Extra and John Lewis Broadband Phone. 12-month contract.

John Lewis Broadband Fibre Extra costs £15.00 a month for the first 12 months, £27.50 a month thereafter. John Lewis Broadband Phone costs £17.50 a month (including Evening and Weekend† calls). Additional call plans are available for an additional monthly charge. See Price Guide for details.

To find out more about the John Lewis Broadband packages see the Buying Guide or for further information on pricing and charges see the Price Guide.