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Help and Support

This guide explains how contracts work for John Lewis Broadband accounts.

What contracts are there?

Our broadband and Home Phone products come with a 12-month contract. By choosing a 12-month contract you're committing to:

  • a 12-month broadband service
  • a 12-month phone service

What happens if I want to cancel?

  • Our accounts require 10 days notice to cancel
  • If you cancel your service within 12 months of joining us (or starting a new contract), an early termination charge will be be applied (not subject to VAT). The amount you pay depends on the number of months left on your contract
  • For every billing month you stay a customer the early termination charge is reduced

If you agreed your contract on or after 10th December 2019, this is how we calculate your Early Termination Charge:

  • We take your monthly charge, including any discounts
  • We then deduct the current rate of VAT
  • We then reduce the charge to take account of any costs we save because of you leaving early, such as wholesale costs
  • We then deduct 1% for early payment
  • We multiply this figure by the remaining months of your minimum term to get the final charge you owe. Any part month will be charged daily on a pro rata basis. Any remaining credit on your account will be taken off your total.

If you agreed your contract before 10th December 2019, please see our price guide for your relevant charges.

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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.

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.