Our cookie policy

John Lewis Broadband is a trading name of the John Lewis plc, but the service is provided by Plusnet plc and the contract for these services is between you and Plusnet.

In the rest of this Cookie Policy, "we", "our" and "Plusnet" means Plusnet Plc.

Manage your cookie settings

You can change your cookie settings through the Manage Cookie Settings page at anytime.

What are cookies and why do we use them?

Cookies and similar technologies ("cookies") allow small pieces of information to be read from and/or placed onto your device when you visit a website or application. This allows for websites and applications to recognise you or your device on each subsequent visit so that they can remember things like preferences, log in information and saved shopping carts.

Cookies are very useful and do lots of different jobs. For example, they enable you to move between our web pages efficiently, remember your preferences when you visit us again and generally improve your experience when browsing with us. They can also help to ensure that adverts you see online are more relevant to you and your interests, which in turn help us to tailor our communications.

Cookies last for different lengths of time depending on the job they do. There are session cookies and persistent cookies:

You can find information about how Plusnet processes your personal data in our privacy policy which can be found at https://www.plus.net/help/legal/privacy-policy/

Your choices

We will only place cookies for the preference level you set. Your preference level will be set depending on the options chosen (usually when you first visit our website), however these can be changed at any time by clicking "Manage Cookie Settings" at the top of this page.

Please note that cookies set before you changed your settings will still be on your device. You can remove them using your browser settings.

Our free online tool can help you manage the cookies we use on plus.net. To use it, your web browser needs to support JavaScript - if it doesn't you can still find out about the cookies we use here, but you'll need to manage them through your web browser settings.

We also use a cookie to remember your cookie preferences. This means:

The cookies we use

The cookies used on our website fall into one of four categories: Essential, Performance, Functional and Targeting.

  1. Essential cookies

    Essential cookies let you move around the website and use essential features like secure areas, shopping baskets and online billing. These cookies are automatically enabled and cannot be turned off because they are essential to enable you to browse our website.

    We use Essential cookies to do things like:

    • Remember information you've entered on order forms when you visit different pages in a single web browser session;
    • Remember what you've ordered when you get to the checkout page;
    • Identify you as being logged in to our website;
    • Make sure you connect to the right service on our website when we make any changes to the way the website works;
    • Enable website content to be delivered reliably and efficiently;
    • Collect and record your cookie consent decisions.

    A list of Essentials cookies can be found on our Manage Cookie Settings page.

  2. Performance cookies

    Performance cookies collect information about how you use our website. For example, which pages you visit and if you experience any errors. These cookies are essential to us being able to operate and maintain our website.

    Some of these cookies are also used to perform website analytics. This may include collecting analytics about visitors to our website and collecting information about website usage. We use the information to help us improve the website and measure user interaction.

    If you do not accept these cookies it may impact on your experience of the website.

    In some cases, some performance cookies are managed for us by third parties, but we don't allow the third party to use the cookies for any purpose other than those listed below.

    We use Performance cookies to do things like:

    • Provide statistics and analytics on how our website is used;
    • See how effective our adverts are (we don't use this information to target adverts to you when you visit other websites);
    • Help us improve the website by measuring any errors that occur;
    • Test different designs of our website.

    A list of Performance cookies can be found in our Manage Cookie Settings page by expanding the Performance cookies section.

  3. Functional cookies

    Functional cookies are used to provide services or to remember settings to improve your visit.

    Preventing functional cookies may mean we can't offer you some services that rely on these cookies to function properly, and will reduce the support we can offer you, such as 'live chat'.

    In some cases, some functional cookies are managed for us by third parties, but we don't allow the third party to use the cookies for any purpose other than those listed below

    We use Functional cookies to do things like:

    • Remember if we've already asked you if you want to fill in a survey;
    • Provide proactive live chat sessions to offer you support;
    • Show you when you're logged in to the website;
    • Share information with partners to provide a service on our website. The information shared is only used to provide the service, product or function and for no other purpose; and
    • Remember results of tests performed to make the website more relevant to you.

    A list of Functional cookies can be found in our Manage Cookie Settings page by expanding the Functional cookies section.

  4. Targeting

    The core purpose of targeting cookies (otherwise known as advertising cookies) is to provide Plusnet with valuable insights into what our customers want, including but not limited to, insight into the communications and services our customers and potential customers may be interested in.

    Disabling targeting cookies, generally does not stop you receiving advertising. It simply means that the advertising you receive is less likely to be aligned with your interests.

    In order to gain the insights, in some instances we may analyse your personal information to create a profile of your interests and preferences so that we can contact you with information relevant to you. This helps to avoid you receiving advertising that is not relevant to you or your interests.

    In some instances, we may also use this information to inform us of how well our communications are received by our customers and website users. In order to do this, we may make use of additional information about you when it is available from internal and external sources to help us do this effectively. We may also use your personal information to detect and reduce the risk of things like fraud.

    These cookies are also linked to services provided to Plusnet and our customers by our trusted partners (see the Third Parties section below for more information).

    We use Targeting cookies to:

    • Link to social networks who may use information about your visit to target advertising to you on other websites;
    • Provide advertising agencies and our trusted partners with information on your visit so that we can present adverts that you may be interested in, and prevent you receiving duplicate ads - see the "online behavioural advertising" section below for further details;
    • Deliver content, including video content, tailored to your interests;
    • Help us to segment and understand our audience by providing additional information so that we can send the most relevant communications possible;
    • Help us identify customers similar to our audience or to serve relevant adverts to you on third party websites;
    • Help us to understand how well our marketing initiatives are performing and whether to continue, change or cease those initiatives;
    • To provide tailored communications to you and personalise your use of our website when logged in, and in limited circumstances, when logged out (subject to your preferences).

    Online behavioural advertising

    We, and our trusted partners, use information collected from targeting cookies to collect information about your device and identify your interests by understanding how you interact with our websites, communications and services. We do this so we can tailor advertising we show you on our own and third party sites and apps.

    The information we and our trusted partners collect and share through targeting cookies does not directly identify you. It does not include your name or address.

    We use your IP address, together with the interests we have assumed based on how you've navigated to and how you interact with our websites. For example, if you look at our TV and film packages, we will assume you would like to hear about the latest TV and film offerings we, or our partners, have to offer.

    We will also share interest-based advertising information with the third parties that set targeting cookies via our website.

    You can opt-out of the use of targeting cookies on our website for online behavioural advertising purposes by blocking and/or deleting these cookies as described below.

    A list of Targeting cookies can be found in our Manage Cookie Settings page by expanding the Targeting cookies section.

    5. Third parties

    Plusnet allow trusted third party partners to set cookies when you interact with Plusnet services. Third parties include search engines, providers of measurement and analytics services, social media networks, affiliate networks, and advertising companies. Third parties may use cookies in the process of delivering content, including ads relevant to your interests, to measure the effectiveness of their marketing and services, and to perform services on behalf of Plusnet.

    Third parties may also read cookies placed on your device when visiting other websites, which usually takes place where that third party also sets cookies on other websites you have visited. You can manage browser cookies through your browser settings (see the Managing Cookies section below).

    It is important to note that, although Plusnet and its trusted third party partners will only set cookies in line with your preferences, if you originally accept the use of cookies, but later change your settings, Plusnet and its trusted third party partners may continue to use data collected and derived from cookies during the period of time you consented to the cookie placement.

    Managing cookies

    There are ways you can control and manage cookies on your device. Please remember that any settings you change at browser or device level will not just affect the cookies we use. These changes will apply to all websites you visit (unless you choose to block cookies from particular sites).

    Our Cookie Banner

    You can directly edit your preferences in relation to the cookies Plusnet set by using the Plusnet "Manage Cookie Settings" function to set your preferences. Here you can select your preferences in relation to all non-essential cookies placed by our website.

    This method will not impact any cookies previously set, prior to your change in preferences. If you wish to manage existing cookies, you can use your browser settings as outlined below.

    Managing cookies in your browser

    Most browsers will allow you to choose the level of privacy settings you want. You can (a) block all cookies, (b) accept all cookies, or (c) pick a setting somewhere in between. This range lets you control your cookie settings, so you can:

    • See what cookies you've got and delete them on an individual basis
    • Block third party cookies
    • Block cookies from particular sites
    • Block all cookies from being set
    • Delete all cookies when you close your browser

    Deleting cookies means that any preference settings you have made on a website will be lost. If you've set your preferences to opt out of cookies, this setting will be lost too, as that information is stored in a cookie. Blocking all cookies means functionality on our websites will be lost, as described above. We don't recommend turning all cookies off when using our websites.

    If you want to reduce your cookie settings at any time - for example, if you accept all cookies, but later decide you don't want a certain type of cookie - you'll need to use your browser settings to remove any third party cookies dropped on your previous visit.

    Find out how to manage your cookies using the most popular browsers below.

    Internet Explorer
    https://support.microsoft.com/en-us/help/17442/windows-internet-explorer-delete-manage-cookies

    Firefox
    https://support.mozilla.org/en-US/kb/cookies-information-websites-store-on-your-computer?

    Google Chrome
    https://support.google.com/chrome/answer/95647?hl=en

    Safari
    https://support.apple.com/en-gb/HT201265
    https://support.apple.com/en-gb/guide/safari/sfri11471/mac

    Further information

    Information about cookies

    You can read more about cookies at:
    http://www.allaboutcookies.org

    Internet Advertising Bureau

    A guide to behavioural advertising and online privacy has been produced by the internet advertising industry which can be found at:
    http://www.youronlinechoices.eu

For your information

John Lewis Broadband is provided by Plusnet plc.

Your bill will increase from 30th June 2021 by 4.6% in line with CPI rate published in April plus 3.9%. See CPI Plus 3.9% Guide for details and exclusions.

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.

▼ The price for broadband, line rental, call plans and call charges will be increased in June 2021 and then each March from 2022. In June 2021, prices will increase by the Consumer Price Index rate of inflation published by the Office for National Statistics in April of that year plus 3.9%. Each March from 2022, prices will increase by the Consumer Price Index rate of inflation published by the Office for National Statistics in January of that year plus 3.9%. Other prices, content and terms may also change during your contract. See our CPI Plus 3.9% Guide for details.

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.