Help and Support

John Lewis Broadband Automatic Compensation.

Automatic Compensation

We work hard to look after our customers and provide great customer support. That's why we've signed up to the Ofcom Automatic Compensation Scheme. This means you'll get money back from us when things go wrong, without having to ask for it.

From 04/05/2022 onwards we'll pay you automatic compensation for the following three scenarios:

  1. Delayed activation of your broadband and/or landline service
    • Compensation will be due if your service isn't activated by 11.59pm on the date we promised you
    • We'll pay you £5.83 for the missed activation day, and for every day after that until the day your service is activated
    • If the activation is delayed because you've missed the appointment, the compensation calculation will stop. It will only start again if the activation isn't completed during the next engineer visit

Here's an example:

If your service was due to be activated on Wednesday but it's delayed until Thursday, you'll be paid £5.83. That's £5.83 for the missed activation day on Wednesday.
If your service isn't activated until Friday, then you'll be paid £11.66.
- £5.83 for the missed activation day on Wednesday.
- £5.83 for the one day, on Thursday, that you had to wait.

You won't get compensation:
  • For the day the service is activated
  • If you cancelled an appointment, or you weren't there to give access to the engineer at the appointment time
  • If you didn't accept the earliest re-appointment date (if that's relevant)

  1. Delayed repair following a total loss of service

    Total loss of service means:
    • Broadband service where you're unable access the internet
    • Phone service where you're unable to make or receive any calls, or where the service only works one-way and it should be both

    When you'll get compensation:
    • Compensation will be due if you have a total loss of service which isn't fixed by 11.59pm on the second working day after the fault is reported
    • We'll pay you £9.33 for each day, after the two working days, that the service isn't fixed
    • If the repair's delayed because you missed the appointment, the compensation calculation will stop. It will only start again if the repair isn't completed during the next engineer visit
    • If you don't accept our earliest available appointment, the compensation calculation will stop between the earliest available, and the appointment you've chosen

    Here's an example:

    If you report a fault on a Monday, you'll get compensation if the fault hasn't been fixed by 11.59pm on Wednesday.

    You won't get compensation:
    • For the day the fault was fixed
    • If the cause of the fault is found within your property
    • If you haven't suffered a total loss of service
    • If you didn't accept the earliest re-appointment date (if that's relevant)
  2. Missed appointments
    • Compensation will be due if your broadband and/or landline engineer misses the scheduled appointment or doesn't attend in the confirmed appointment slot we gave you; or
    • You've been given less than 24 hours' notice of a change or cancellation
    • We'll pay you £29.15 for each missed appointment

    You won't get compensation:
    • If you're given more than 24 hours' notice of a change to the time of the appointment, or cancellation of the appointment

Automatic Compensation FAQs

How will you pay me the compensation?

We'll add it as a credit to your account within 30 days of a missed appointment, activation of service, or fixing of the total loss of service fault.

What's the maximum amount of compensation I can get?

The maximum amount of compensation for a total loss of service fault or delayed activation is 60 days. If we can't fix your service after 30 days, you have the right to leave us with no termination charges.

What if I want to query the compensation amount I've received?

We'll arrange your compensation as quickly as we can. If you'd like to query the amount that you've been paid, please call us on 0800 022 3300.

What if I haven't received compensation I think I'm entitled to?

Compensation will be applied to eligible customers within 30 days of a missed appointment, activation of service, or fixing of the total loss of service fault. If you've not received compensation you were expecting please call us on 0800 022 3300.

What options do I have if I wish to make a complaint?

Your rights to complain are not impacted by Automatic Compensation. For more information visit our Complaints Code of Practice.

What if I cancel my order or service?

If a delayed order is cancelled before being completed, automatic compensation will stop at the cancellation date.
If a faulty service is ceased before being fixed, automatic compensation will stop from the service cease date.

Having problems with your broadband connection?

Report a problem with your service. It's faster by text.

Service Status

For full details of our current issues or any maintenance work that could be affecting your service please visit our Service Status site.

Can't find what you're looking for?

If we've not been able to address your query through a support article please contact Customer support for further assistance.