Help and Support

John Lewis Broadband - Code of Practice - August 2014

Table of contents

  1. John Lewis Broadband
  2. How to contact John Lewis Broadband
  3. How to make a complaint
  4. Products and services
  5. Our obligations
    1. Repair & Maintenance
    2. Billing & Payment
    3. Leaving us
    4. Customer Confidentiality
  6. Nuisance and Malicious Calls
  7. Premium Rate Numbers
  8. Services for disabled and elderly customers

1. John Lewis Broadband

John Lewis Broadband offers broadband, phone and fibre services to residential customers throughout the UK. Our services are managed by Plusnet plc which is a company registered in England and Wales (Company No. 03279013).

We are committed to offering the highest levels of service within our industry; therefore you can be assured that we take all customer issues seriously.

Nothing within this Code of Practice forms or is intended to form any contract between you and John Lewis Broadband. The products and services described within this document may not always be available, and may change from time to time. Our standard Terms and Conditions apply to the product or services available. Nothing in this Code of Practice affects your statutory or common law rights.

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2. How to contact John Lewis Broadband

Should you have any queries regarding our range of services, or are experiencing difficulties with the service you can contact us:

Online

Via our web-based Contact Us page.

We cannot reply to cancellation requests raised through our Contact Us page. Customers with cancellation requests should contact our Customer Options Team* on 0800 022 3300.

By Phone

We offer our customers a 24 hour helpline. To speak directly to our Support Team you can contact:

  • Technical Support*: 0800 022 3300 all day, every day
  • Customer Services*: 0800 022 3300 9am-6pm, 7 days a week
  • Sales*: 0800 022 3300 9am-6pm, 7 days a week

* We may monitor or record calls to and from our Support Team. We do this for training purposes, or to improve the quality of our customer support.

We are also able to provide support to our hearing and speech-impaired customers via TypeTalk's text relay service should this be required. Furthermore, our Terms and Conditions, or indeed this Code of Practice are available in alternate formats (Large Print and Braille) on request for disabled or elderly customers.

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3. How to make a complaint

Whilst we aim to deliver a high level of customer satisfaction we acknowledge that from time-to-time problems do occur. If you are not satisfied with the service you are receiving, please see our Customer Complaints Code of Practice.

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4. Products and services

John Lewis Broadband offers a wide range of great value internet and phone packages for residential customers. For our latest offers please visit our website.

Broadband

To find out more information about our residential broadband packages, click here

Fibre broadband

To find out more information about our residential fibre broadband, click here

Phone

To find out more information about our phone packages, see the relevant section of our Buying Guide

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5. Our obligations

John Lewis Broadband has a number of obligations that it is required to comply with under UK legislation. These obligations ensure our customers are provided with choice and consumer protection. John Lewis Broadband takes these obligations very seriously, as they ensure that the needs and demands of our customers are met and that we continue to deliver great service. The formal details of the Terms and Conditions relating to our contractual relationship with you can be found in our legal section.

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5.1 Repair & Maintenance

In order to carry out corrective maintenance of our network (e.g. for repairs planned maintenance or upgrades), we may need to suspend our service to you or parts of that service temporarily. Before we do this, we will give you as much notice as we can and we will do our best to restore the service as soon as possible. Although we attempt to provide you with the best possible service, we cannot guarantee that the service will always be fault free. However, we aim to correct all reported faults as soon as is reasonably possible.

We offer a number of self-serve options, and we recommend that prior to reporting a service fault to us that you initially check the following:

  • Help & Support, here you can find articles and FAQs as well as links which allow you to get in touch with our Support Team
  • Service Status, provides details of any known service-affecting issues

Please note if an engineer is required to visit your premises and the fault is found to be caused by your equipment, internal wiring or as a result of damage to our or BT equipment, a call out charge may be payable by you.

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5.2 Billing & Payment

Billing

As our customer you have agreed to pay for your selected service(s) as outlined within our Terms and Conditions including all charges for the equipment and services we supply you (including any additional charges detailed within those Terms and Conditions or within our Price Guide). If you or we find a mistake on your bill, you will be credited accordingly. However if we have no reasonable grounds to believe a call did not originate from your home phone or the price of that call is incorrect you will be liable for the call(s) at the applicable rate at that time.

It is important you check our Price Guide and Non-Geographic Call Charges before making any calls using our home phone service as you are liable for the cost of any calls originating from your phone line.

When you register for a service with us you are able to view any charges for which you are liable to pay by logging into the My Account section of the website and clicking 'View your itemised bills'. You will be notified via email prior to your scheduled billing date of any charges to be applied.

Please note that some services provided maybe subject to John Lewis Broadband's Acceptable Use Policy.

Payment

We expect all our customers to adhere to the payment terms within our Terms and Conditions and pay their bills promptly. If you fail to make payment of the charges you owe to us when they are due, exceed any agreed credit limit with us or fail to make payment by the due date we may at our discretion restrict or cancel your service, in part or in full until payment has been received. More information can be found in our Billing FAQs.

If we cancel the services provided to you because you have not made payment within the Terms and Conditions and you later decide to resume the service you will be liable to pay a re-activation and administration charge, where applicable.

If you're going away for a long time, and you might miss a payment, please tell us. This is so we can avoid restricting your service and save you a reconnection fee.

For further information please refer to our Billing FAQs.

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5.3 Leaving us

If you are not satisfied with our service and wish to leave us, you can so long as it is in accordance with the Terms and Conditions between us.

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5.4 Customer Confidentiality

We take the security of our websites and your data extremely seriously. As such, we have a Privacy Policy in place that is designed to protect you as our customer.

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6. Nuisance and Malicious Calls

We understand that nuisance or malicious calls can be annoying and worrying. We have produced a guide to assist in dealing with or tackling such calls should they occur.

Telephone Preference Scheme (TPS)

The Telephone Preference Service is a central register which your name can be placed on, for free, if you do not want to receive sales and marketing phone calls. We have outlined details of this in our telephone nuisance call guide. Business customers may be interested in a similar service called CTPS (Corporate Telephone Preference Service). You can get more information on both of these at www.tpsonline.org.uk.

Fax Preference Scheme (FPS)

A similar service to the TPS is available for businesses and customers who do not wish to receive unsolicited sales and marketing faxes. Details on the Fax Preference Scheme (FPS) and how to register can be found at www.fpsonline.org.uk/fps/

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7. Premium Rate Numbers

As mentioned elsewhere in this Code of Practice it is your responsibility to make sure you understand the charges associated with each call you make. This especially applies to Premium Rate Numbers (numbers starting with 09xx) and Number Translation Services (numbers starting with 08xx) which are outlined within our Price Guide and Non-Geographic Call Charges.

If you have any queries regarding either of these number types you may find the following information useful:

PhonepayPlus - the industry regulator for Premium Rate Numbers

PhonepayPlus is the industry funded body for all premium rate charged telecommunication services. PhonepayPlus protect consumers through its code of practice which regulates all aspects of Premium Rate Number Services. They deal specifically with:

  • Numbers beginning with 090 or 091
  • Directory enquiry (DQ) services operating on numbers beginning with 118
  • Reverse-billed SMS (you are charged for the receipt of messages) containing content operating on shortcodes. Shortcodes have 4 or 5 digits and start with 8, 6 or 2 (SMS stands for short message service)

If you think a particular service falls within PhonepayPlus' remit, you can submit a complaint to them. There are various ways of submitting your complaint but before you do, we recommend that you use their online number-checking facility for instant information about the number in question. After that, you can use one of the following methods:

  • If you have a hard copy of the promotion in question (e.g. a page from a magazine), please supply your complaint in writing with a copy of the promotion to:
    PhonepayPlus, Clove Building, 4 Maguire Street, London, SE1 2NQ
  • Use their online complaint form
  • Call their free helpline on 0800 500 212 from 8am-6pm, Monday-Friday.

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8. Services for disabled and elderly customers

If you are elderly or have a disability, we offer the services outlined below to help you keep in touch more easily. If you wish to discuss any special requirements please contact our Support Team and we will try to help you.

Free Directory Enquiries Service

If you find the BT phone book difficult to hold, handle or read you can apply for a free directory enquiry service. If a call is connected via this service, the call will be charged as per our standard call tariff. To request an application form call 0800 587 0195 and ask for the registration team. Their hours of opening are Monday to Friday 9am to 4.30pm.

Text Relay

We also provide a Text Relay service that allows those with text phones to make calls to people using a standard voice phone. By using the appropriate Text Relay access code (as shown below) an Operator will help translate the call between the text and voice users. Text Relay calls will appear on your bill as an Operator Call. Calls made using this service are charged at the standard rate. To use Text Relay simply dial the following codes:

  • 18001 before the full national number if you are a textphone user
  • 18002 before the full national number if you are using a standard phone to call a textphone
  • 18000 to dial the emergency services from a text phone - there is no need to dial 999

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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.

Having problems with your broadband connection?

Use our Broadband troubleshooter to diagnose and fix the problem.

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