Frequently Asked Questions

Here you can find answers to some of the most common questions asked about John Lewis Broadband and our services.

Broadband

Switching to John Lewis Broadband

Broadband speeds

Download limits

Wireless explained

Internet security

Email virus protection

Webmail

Static IP address

Installation

Fibre broadband

Phone

Information for Waitrose and Greenbee customers

General information


Broadband

Switching to John Lewis Broadband

How do I switch to John Lewis Broadband?

Switching providers

Switching broadband providers may seem daunting, as you may be concerned about losing data or the email address that you have with your current provider.

When you order John Lewis Broadband, we'll let you know what's required to switch your service to us, and give you an idea of how long the process will take.

In some cases, we'll ask you for a MAC key. A MAC key can speed up this process, making the switch far easier.

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What's a MAC key?

Most broadband providers (using BT-based telephone networks) have signed up to a mandatory Ofcom scheme known as General Condition 22, whereby providers give departing customers a MAC (Migrations Authority Code) key.

Each MAC key is different and includes 4 letters, 7 numbers (sometimes up to 9), a forward slash, 2 letters, 2 numbers and 1 letter.

So a typical MAC Key would look like this: BBIP87654321/AB12C

The transfer process involves your current provider giving you a code that your new provider will use to transfer your details swiftly. Using the MAC key also minimises downtime, which happens if you simply cancelled one broadband connection and ordered another.

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What will happen to my service?

At this stage it's important that you don't tell your existing provider to cancel the service immediately. Most providers will automatically cancel your service once the migration to your new provider is completed. Please check with your current ISP that this is their practice. MACs must be used within 30 days of being issued.

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What if they won't give me my MAC key?

Under Ofcom's General Condition 22 firms must provide you with a MAC key, either via email or over the phone, within 5 working days. The only reason they can withhold a MAC key is if you've already cancelled your broadband connection, or if the account holder is deceased.

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How do I sign up to John Lewis Broadband once I have a MAC key?

You have the option of either signing up over the phone, in store or online. We'll check your phone number and address as you're placing your order. If our systems detect that you already have a BT-based broadband service on your line, we'll ask you for the MAC key. Please enter it and complete your order. We'll send you an email from us confirming your order. It will take us between 7 and 10 working days to switch your broadband service over to John Lewis Broadband, but you'll still have broadband through your current provider until we switch you over to our Broadband network.

Even if you don't have a MAC key when placing your order, you can proceed without it and give it to us later, and we can then progress your order. The benefit of switching providers in this way is that you won't have to go without broadband.

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Can I avoid losing my email address?

Ask your provider whether you can keep your address if you switch from their service. Many providers offer you the opportunity to keep your email address for a small annual fee if you decide to leave (we do that at John Lewis Broadband too). Otherwise there are other larger providers such as Google and Hotmail that will provide you with an email address for free, and in this case you might be able to re-direct mail from your old email address to your new inbox.

We'll offer you a new email address, with Webmail access, when you sign up to John Lewis Broadband.

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What do I need to use a John Lewis Broadband and Phone Service?

In order to receive the John Lewis Broadband and Phone Service, you need:

If you don't have a phone line, or it's a cable phone line, we can install a new line for you. Alternatively, we can activate an existing non-cable line, if there's one in your property.

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What sort of computer will I need to connect to John Lewis Broadband?

If you have a Windows PC, it must be running Windows 2000, XP. Vista or Windows 7 and have a minimum of a Pentium 300MHz processor or equivalent.

If you have a Mac it must be an iMac G3, or Powerbook G3 or running OSX 10.1 or above.

Your computer must also have an available Ethernet port or suitable wireless card or built-in wireless networking.

It's possible to connect a computer that does not meet these specifications but our Technical Support team is only trained on the above configurations.

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Broadband speeds

What is Ofcom's Broadband Speeds Voluntary Code of Practice?

We're committed to making sure that John Lewis Broadband is simple to use and understand, so we've signed up to Ofcom's Voluntary Code of Practice for Broadband Speeds. This means that we'll always try to give you an estimated broadband speed before you order, plus you'll be able to check your actual speed at any time after that.

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Why might my speed be lower for the first 10 days of service?

Once your broadband is activated, tests will be run on your phone line. These find out the lowest broadband speed you've received in the last 10 days. From this, you'll receive the fastest stable speed that your phone line can support.

You'll probably see your speeds go up and down whilst this happens. You might even get disconnected now and again if your phone line can't handle the speed. Don't worry, this is completely normal. After testing is complete, your speed may still vary from time to time, but this should be less noticeable than during the first 10 days of your service.

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Why might my download speed vary?

Although the connection speed will be set during the 10-day testing period, the actual speed at which you can download will vary because of a number of factors. Your speed may be limited by the capacity of the server that you're downloading from, or general congestion across the internet. You may notice that the speed at which you can download is less than your connection speed if your phone exchange is busy, or has a lot of heavy broadband users connected to it.

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What speed can I expect from my broadband service?

We believe that you should be aware of the broadband speed experience you can expect from our products, so in the following table we show the maximum downstream speeds we aim to provide for all broadband traffic at all times. Although we can't guarantee these speeds, they reflect what's realistic for us to deliver under normal network conditions. Please read this page in conjunction with the details of how we prioritise traffic on our network.

Broadband speed ratings

The speeds shown below represent a guide. Your broadband speed can be affected by many factors, and will also vary to help give you a stable connection. Your actual speeds can be affected by the quality of your telephone line, location and weather conditions, network congestion at your local exchange or the prioritisation process on our network.

Standard broadband

12am-4pm 4-6pm 6-8pm 8-10pm 10-11pm 11pm-12am
Browsing Line speed Line speed Line speed Line speed Line speed Line speed
Email Line speed Line speed Line speed Line speed Line speed Line speed
VoIP Line speed Line speed Line speed Line speed Line speed Line speed
Peer to peer/Usenet Line speed 100kb/s 100kb/s 100kb/s 100kb/s 128kb/s
John Lewis Broadband FTP Line speed Line speed Line speed Line speed Line speed Line speed
General FTP Line speed 256kb/s 128kb/s 128kb/s 256kb/s 256kb/s
VPN 512kb/s 512kb/s 512kb/s 512kb/s 512kb/s 512kb/s
Gaming 2Mb/s 2Mb/s 2Mb/s 2Mb/s 2Mb/s 2Mb/s
YouTube Line speed Line speed Line speed 2.5Mb/s Line speed Line speed
Download Sites Line speed 512kb/s 256kb/s 256kb/s 256kb/s 512kb/s
Download Servers Line speed Line speed 2Mb/s 2Mb/s 2Mb/s 2Mb/s
Streaming Line speed Line speed Line speed Line speed Line speed Line speed
Other Line speed Line speed 192kb/s 192kb/s Line speed Line speed

Unlimited broadband

12am-6pm 6-8pm 8-10pm 10-11pm 11pm-12am
Browsing Line speed Line speed Line speed Line speed Line speed
Email Line speed Line speed Line speed Line speed Line speed
VoIP Line speed Line speed Line speed Line speed Line speed
Peer to Peer/Usenet Line speed Line speed Line speed Line speed Line speed
John Lewis Broadband FTP Line speed Line speed Line speed Line speed Line speed
General FTP Line speed Line speed Line speed Line speed Line speed
VPN Line speed Line speed Line speed Line speed Line speed
Gaming Line speed Line speed Line speed Line speed Line speed
YouTube Line speed Line speed Line speed Line speed Line speed
Download sites Line speed Line speed Line speed Line speed Line speed
Download servers Line speed Line speed Line speed Line speed Line speed
Streaming Line speed Line speed Line speed Line speed Line speed
Other Line speed Line speed Line speed Line speed Line speed

Fibre broadband

  12-8am 8am-12pm 12-6pm 6-8pm 8-11pm 11pm-12am
Browsing Line speed Line speed Line speed Line speed Line speed Line speed
Email Line speed Line speed Line speed Line speed Line speed Line speed
VoIP Line speed 5Mb/s 5Mb/s 5Mb/s 5Mb/s 5Mb/s
Peer to peer/Usenet Line speed 10Mb/s 2Mb/s 1Mb/s 512kb/s 1Mb/s
John Lewis Broadband FTP Line speed Line speed Line speed Line speed Line speed Line speed
General FTP Line speed 10Mb/s 10Mb/s 5Mb/s 5Mb/s 5Mb/s
VPN Line speed 5Mb/s 5Mb/s 5Mb/s 5Mb/s 5Mb/s
Gaming Line speed 5Mb/s 5Mb/s 5Mb/s 5Mb/s 5Mb/s
YouTube Line speed 10Mb/s 10Mb/s 10Mb/s 10Mb/s 10Mb/s
Download sites Line speed 10Mb/s 2Mb/s 1Mb/s 1Mb/s 1Mb/s
Download servers Line speed 10Mb/s 10Mb/s 5Mb/s 5Mb/s 5Mb/s
Streaming Line speed 10Mb/s 10Mb/s 10Mb/s 10Mb/s 10Mb/s
Other Line speed Line speed Line speed 1Mb/s 1Mb/s 1Mb/s

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Why do we manage traffic?

Our broadband service is provided over a shared network. Bandwidth (the amount of data that can be transmitted) is shared between everybody who's connected to the network. This industry-wide method allows us to provide a reliable, high-speed service at an affordable price.

As customer numbers and usage grows, we have to increase the capacity of our network to make sure there's enough bandwidth for everyone. When the network is busy, it's easy for things to get out of control. Peer-to-peer, video streaming and large file downloads can flood the network quickly and use up the bandwidth. If this happens, it reduces the speed of web browsing, email, gaming and other types of web traffic. Traffic management prevents this from happening.

With Traffic management we can do lots of useful things to make sure everyone gets a good, fair online experience. For example we can:

How does it work?

The overall experience will depend on the type of traffic, the product and the time of day. To find out more about the traffic management experience on individual products, see our broadband speed ratings.

Internet Activity Standard Unlimited Fibre
Browsing and email ** ** **
VoIP *** *** ***
Gaming * *** ***
VPN * ** **
FTP * ** **
Undefined Traffic * ** **
Streaming * ** **
Downloads * ** **
Peer to Peer/Usenet * ** *
* Slowed Down ** Managed *** Prioritised
Prioritised Traffic in the highest priority queue and which has no rate limits in place at any time
Managed Traffic which will usually run at line speed, but may be limited in the busiest periods
Slowed Down Traffic which is specifically rate limited for parts of the day

No traffic is blocked by default

Browsing Viewing web pages with a web browser
Email Sending and receiving email with an email program such as Outlook or Mac Mail
VoIP Making phone calls using your broadband connection
Gaming Online multiplayer games such as World of Warcraft or the XBox Live network
VPN A secure, encrypted internet connection between two computers. Often used by homeworkers to access work systems
FTP A way to transfer data from one computer to another via a network. Commonly used by homeworkers to transfer files to work servers, or upload web pages
Undefined Activities that don't fit into any of our pre-defined categories
Streaming Playing continuous multimedia TV, movie or music files
Downloads Large file downloads, e.g. YouTube, PlayStation Network games and system updates
Peer to peer/Usenet Downloading with file sharing applications or binary newsgroups (doesn't include text only usenet services)

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Download limits

How do I choose my download limit?

When it comes to choosing a broadband package, there are a lot of alternatives, all of which offer particular download limits. With John Lewis Broadband we offer:

Standard broadband 20GB
Unlimited broadband No limit
Fibre broadband 100GB

We'll let you know if you're approaching your package's limit. Once you've reached it you can buy more gigabytes for £5 per 5GB.

It's important to understand which download limit will be right for you before you buy. See the table below for an explanation of how much you might use.

Choosing the right download limit

There are two factors you need to consider when choosing your broadband package:

If you download lots of music and video files and generally use the internet a great deal, you're likely to need a large download limit. Some internet service providers limit the amount you can transfer in peak times, but offer unlimited off-peak transfers (evenings and weekends).

Here's what 5GB lets you do

Total 5GB a month
General web browsing 125 hours a week
Sending/receiving photos (by email) 125 per week
Downloading MP3s 75 per week
Sending/receiving emails (no attachments) 1000 per week
Watching videos 75 minutes per week
Online gaming 5 hours per week

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Wireless explained

How does wireless work?

Wireless networking (also known as Wi-Fi) works in the same way as your cordless phone. It uses radio signals to transmit data from the different devices on your network.

To create a wireless network you need to have a wireless router. If you use the router we provide with your John Lewis Broadband service, you can create a wireless network in your home.

We offer a wireless router with both our broadband and fibre services.

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What are the advantages of a wireless network?

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What routers are provided?

We provide the Technicolour TG582 with our broadband service, and the Netgear N150 WNR1000 with our fibre service.

Technicolour TG582

This offers 4 Ethernet ports for wired connections to PCs, Macs and games consoles, as well as Wi-Fi connections. A firewall and enhanced wireless security are also included.

The kit includes two microfilters to attach to your phone sockets. You'll need to install a microfilter in every phone socket that's in use in your home, not just the one you connect your router to.

Technical requirements: Windows 2000, XP, Vista, Windows 7; Mac OSX 10.1 or above

Netgear N150 WNR1000

This offers 5 (1 WAN, 4 LAN) Ethernet ports to enable wired connections to PCs, Macs and games consoles as well as Wi-Fi connections. A double firewall, enhanced wireless security and live parental controls are also added.

Technical requirements: Windows 2000, XP, Vista, Windows 7; Mac OSX 10.1 or above

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Internet security

What internet security does John Lewis Broadband provide?

We understand the importance of internet security, and have a range of security functions designed to keep your family and your computer safe from internet threats.

For PC users we offer BullGuard, a simple and complete PC security package with antivirus, antispyware, firewall, spam filter and online backup protection. It's compatible with Windows 7, Windows Vista and Windows XP (SP2 minimum) and included with your broadband service.

For Mac OS X users we suggest Intego software security. We've negotiated some fantastic savings on Intego products for John Lewis Broadband customers; you can save up to 32% on selected Intego products.

To download BullGuard or find out more about Intego after you've signed up, log in to your Add ons page at My account.

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Email virus protection

How does John Lewis Broadband protect me from viruses?

You need to make sure you're protected from any malicious attacks on your computer. The majority of viruses are transmitted by email, so we employ state-of-the-art anti-virus technology to protect your emails. Any email sent to your John Lewis Broadband inbox containing a known virus is automatically deleted, and we'll then let you know who the contaminated email was from.

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Webmail

What is Webmail?

Webmail comes as part of the John Lewis Broadband package. It lets you send and receive emails from any internet connection, wherever you are in the world. Webmail also gives you access to useful features, such as an address book and a free spam filter. You can log into Webmail directly

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Static IP address

What is an IP address and why do I need one?

To connect to the internet your computer needs an IP address. This enables other computers online to find you and transmit the information you need to view websites. Without an IP address, you wouldn't be able to collect email or view web pages.

Each time you connect we will randomly assign your computer an IP address unless you request otherwise. This is known as a dynamic IP address.

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Why might I need a static IP address?

Some broadband customers may need a static IP address, i.e. the same one every time they connect. This could be needed if you wish to work remotely from a central office or if you play certain online games. If you're not sure whether you need a static IP address, you probably don't need one.

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How much does it cost to have a static IP address?

A static IP address from John Lewis Broadband costs a one-off fee of £5. If you need a static IP address, just login to My account and click on the Internet tab to add your static IP address

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Installation

Can I still get John Lewis Broadband and Phone if my phone line is through a cable service provider?

You won't be able to get John Lewis Broadband unless you have a non-cable phone line. To have a non-cable phone line installed, you can sign up for our John Lewis Phone service as a new line installation. We will then arrange for a line to be installed for you. Please note that an installation charge of £49.99 may be applicable. You will also require a standard landline phone in order to make and receive calls.

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I already have a broadband service with another provider. Can I change it over to John Lewis Broadband?

To change your current broadband service over to John Lewis Broadband follow these simple steps:

Request a MAC key (Migration Authorisation Code) from your current provider. At this stage it's important that you don't tell them to cancel the service immediately. Most providers will automatically cancel your service once the migration to your new ISP is completed. Please check with your current ISP that this is their practice. MACs must be used within 30 days of being issued.

Sign up for John Lewis Broadband. When you do, our systems will automatically detect that you already have broadband installed on your line and prompt you for the MAC. Please enter it and complete your order. Even if you don't have a MAC at that time, you can proceed with your order and email it to us later.

It will take us between 7 and 10 working days to switch your broadband service over to John Lewis Broadband. You'll receive an email from us confirming your order. You will still have broadband through your current provider until we switch you over to our network.

Switching providers in this way means you won't have to go without broadband.

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How will the handover from my current telephone supplier be arranged if I sign up?

Switching to John Lewis Phone is easy. Once you sign up, we'll contact your current supplier and arrange everything for you. Most providers send a letter, informing that they've received your request for the transfer of your service and including your final invoice. However, don't forget that you'll need to contact your bank to cancel any Direct Debits set up for your current supplier.

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Can the installation of broadband affect my home security systems?

The installation of broadband can affect security, burglar or health alarm systems that use your phone line. You should check the compatibility of such systems by referring to your supplier before ordering John Lewis Broadband.

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How long does it take to get Broadband and Phone?

This depends on your circumstances. We'll advise you when you place your order what the timescales are.

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Do I have to pay for a new line installation if I have been using BT as my phone provider?

If you have been using BT as your phone provider or if you have a white BT phone socket on your wall it is most likely that you can continue using it when you switch to John Lewis Phone. In this instance you will not need to pay for a new line installation and we can give you a new number if required.

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Can John Lewis help me if I don't have a BT line?

Yes, we can arrange to install a new phone line, or re-use an existing phone circuit in your property.

A new line installation in most cases involves an engineer visit and will cost you £49.99. We'll arrange everything for you and you don't need to contact any other provider.

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How do I know if I need a new line?

When you place your order, we'll ask for your address. We'll use these to determine whether you'll need a new phone line, or if we can transfer an existing phone service.

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Fibre broadband

How fibre works

1. Local telephone exchange
A modern network of fibre optic glass cabling runs from here, sending data at the speed of light. Unlike standard broadband your speed isn't affected by how long the cabling is. (Standard broadband sends electrical signals over copper telephone wires. The longer the copper cable is, the poorer the speed).

2. Green cabinet
The fibre optic cables run to the green cabinets you'll have seen on/near your street. Your nearest green cabinet should be a lot closer to you than your local telephone exchange.

3. Your home
A short copper cable then runs from your nearest green cabinet into your home. The distance the signal travels along is really short - meaning much faster speeds!

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How fibre is installed

We'll arrange for an engineer to visit your house, on the earliest available date. Before they arrive they'll do some work at your local telephone exchange and green street cabinet. The engineer will then:

Bring new equipment
You'll get a Netgear fibre wireless router, plus a BT modem.

Fit a faceplate
Your master socket will get a new faceplate. You'll need 2 power sockets near it, or an extension cable.

Plug your equipment in
The modem plugs into your master socket, the Netgear router then plugs into the modem.

Explain how it works
The engineer will show you how things work and answer your questions.

This will take about 3 hours to do. Your fibre service will then be up and running.

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What you need for fibre

Minimum PC specification

Minimum Mac specification

The engineer installing John Lewis Fibre will bring:

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Phone

Does John Lewis Phone include line rental?

Yes. With John Lewis Broadband and Phone, line rental is included in your monthly payment from £24.50 a month.

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What call features are included?

Our Home Phone services offer Voicemail Standard, 1471 and Caller Display free of charge. Optional call features can be added or amended at any time by visiting the Home Phone control panel.

Voicemail Standard

Caller Display

1471

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What optional call features can I choose from?

You can personalise your phone service by adding optional calling features. These features can be ordered at the time of sign up, or can be added or amended at any time via My account.

Voicemail Extra £3 a month

Anonymous Call Reject £4 a month

The following call features can form part of a bundle charged as follows; 1 call feature £3 a month, 2 or more call features £6 per month.

Call Waiting

Call Divert

Ring Back

Call Barring - Premium Rate

Call Barring Premium and International

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How do I keep myself secure over the phone?

Telephone Preference Service (TPS)

The Telephone Preference Service (TPS) helps you ensure your phone number is no longer available to organisations who may call you with offers and information which aren't of interest to you. It's unlawful to make unsolicited direct marketing calls to individuals who have registered their number with the TPS.

As a John Lewis Phone customer, we'll tell you how to register with the TPS.

Protect yourself from phone scams

Never give out your personal details over the phone if you can't verify the caller's identity. When calling your bank or financial institution, only dial the number from a trustworthy published source, such as the number printed on your bank statement or on the back of your credit card.

For security reasons, it's very unlikely that your bank will ever email you, and even less likely that they'll email you their telephone number; don't dial phone numbers given in emails purporting to be from your bank.

Please be aware that calls to 090 numbers can incur significant charges.

More information on premium rate numbers is available from PhonepayPlus. (Please note that we can't be responsible for the content of external websites.)

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What are the John Lewis Home Phone call-rates?

Our call charges offer great value for money.

All call charges are pence per minute and include VAT.

Inclusive call length: inclusive calls become chargeable after 60 minutes for UK numbers, 30 minutes for international. Simply re-dial to avoid call charges.

01, 02 & 03 call rates
Daytime 7.50
Evening 7.50
Weekend 7.50
12.5p set up fee on non-inclusive calls
Local non-geographical (0845)
Daytime 7.50
Evening 7.50
12.5p set up fee. Weekend calls will be charged at the daytime or evening rate.
National non-geographical (0870)
Daytime 7.50
Evening 7.50
12.5p set up fee. Weekend calls will be charged at the daytime or evening rate.
UK Mobiles
Network Daytime Evening
O2 12.50 7.50
T-Mobile 12.50 7.50
Orange 12.50 7.50
Vodafone 12.50 7.50
Three 12.50 7.50
12.5p set up fee. Weekend calls will be charged at the daytime or evening rate.

For full information, see our Home Phone call rates.

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Do I contact John Lewis Broadband if I have a fault with my phone line that requires an engineer's attention?

Yes. We'll book an engineer appointment for you if it's required. 90% of faults are fixed within 10 days of being reported, so we'll hopefully fix yours within this time.

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Can I keep my existing phone number?

Whenever possible we'll keep your current phone number. However, in some cases we can't transfer numbers. If you can't keep your number we'll let you know before you switch to us.

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Information for Waitrose and Greenbee customers

How do I upgrade to John Lewis Broadband and Phone?

If you want to switch to John Lewis Broadband and Phone from a Greenbee or Waitrose service you can sign up online. If you have a Greenbee.net or Waitrose.com email address and webspace, you'll be able to keep these.

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How do I access my Waitrose or Greenbee email or account?

Once you've transferred your service to John Lewis Broadband, you will continue to use the same email address as before to access your email. You can also use webmail to access your email.

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Why should I upgrade to John Lewis Broadband and Phone?

John Lewis Broadband offers the latest broadband packages from the John Lewis Partnership. We're able to offer standard broadband services up to 16Mb, Fibre broadband (where available) with increased usage limits compared to our Waitrose and Greenbee accounts.

Our Home Phone services also offer the choice of Evenings and Weekends or Anytime packages with different options to suit your lifestyle.

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What about my existing Greenbee Broadband account?

If you wish to switch from Greenbee Broadband to John Lewis Broadband and Phone you can do so by signing up online. You will be able to keep your Greenbee.net email address and your line rental will be included in your monthly bill.

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What about my existing Greenbee Phone account?

If you wish to switch from Greenbee Phone to John Lewis Broadband and Phone you can do so by signing up online. You will be able to keep your existing phone number.

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What about my existing Waitrose Account?

If Waitrose is currently your internet service provider but you want to move to John Lewis Broadband and Phone, you can sign up online. You'll be able to keep your Waitrose email address and you'll enter a new 12 month contract with John Lewis Broadband if you move to us. You'll also need to take out John Lewis Home Phone.

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Can I keep my Waitrose or Greenbee email address?

Yes, if you're moving from a Greenbee or Waitrose broadband account, you'll keep your Greenbee or Waitrose email address rather than getting a John Lewis Broadband email address.

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Can I upgrade from other Waitrose or Greenbee accounts?

If you have one of these services, then you need to sign up online.

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Can I upgrade to John Lewis Broadband without taking a John Lewis phone option?

No, you'll need to choose one of our excellent-value John Lewis Broadband and Phone packages. To upgrade, sign-up online.

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Can I upgrade to John Lewis Phone without taking a John Lewis Broadband service?

No, you'll need to choose one of our excellent-value John Lewis Broadband and Phone packages. To upgrade, sign-up online.

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Can I keep my Greenbee or Waitrose webspace?

Yes

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Can I still receive invoices by post?

No. As part of our ongoing commitment to minimising our impact on the environment we've introduced paperless billing. John Lewis Invoices are available in My account and can be downloaded and printed out, if you wish to retain a paper copy.

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Can I get a new John Lewis Broadband email address?

No. You'll keep your existing Greenbee or Waitrose email address.

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General information

How do I sign up?

You can sign-up online at any time or by calling us on 0800 022 3300.

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Is there a minimum contract length?

There's a 12 month minimum contract for John Lewis Broadband services.

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What happens to my Broadband and Phone service if I move house?

Our Customer support team will be happy to help you move your Broadband and Phone Service to a new address. Provided your new phone line is suitable for broadband, you can move John Lewis Broadband with you.

A John Lewis Broadband customer receives one free house move a year. For any additional moves there is an administration fee of £65 - even if you take the same number with you. This is the charge that is applied to us by BT to enable the broadband service on the new telephone line.

If you're moving, please let us know as early as possible by logging in to My account clicking on Moving home. Alternatively, call Customer support on 0800 022 3300 and we'll do our best to make your move as smooth as possible.

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What if I want to cancel my Broadband and Phone subscription?

Your John Lewis Broadband and Phone service has a 12 month service term. You may cancel any time you wish after the first 12 months, subject to one month's notice, without penalty. If you cancel within 12 months charges will be incurred - please refer to the Terms and Conditions for more information. To cancel your service, just call Customer support on 0800 022 3300 on weekdays between 9am and 5:30pm.

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How do I change my Direct Debit details?

To change your Direct Debit details, login to My account and select the My details link. Click on the Update payment details link to change your Direct Debit details.

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How can I get more help?

You can find lots of information in the support section of our site.

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Copyright © John Lewis Partnership 2001-2012

John Lewis plc Registered office: 171 Victoria Street, London SW1E 5NN. Registered in England.

Company registration number: 233462. VAT no: GB232457280

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