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Help and Support

Paying for Home Phone

  1. How do I check my bill?
  2. How do you charge for Home Phone?
  3. What happens if I miss a payment?
  4. How much do call features cost?
  5. I have a question about my bill

Credit limits

  1. What's a credit limit and how does it work?
  2. What's the credit limit on my call plan?

Paying for Home Phone

1. How do I check my bill?

To see your total monthly bill (including broadband and Add-ons) and itemised phone bill, go to Invoices in My account.

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2. How do you charge for Home Phone?

Your phone bill breaks down into four parts:

  • Line rental
  • Call plan(s)
  • Call features
  • Call costs

We charge for our services in advance. This means your bill includes charges for the month ahead. Obviously we can't do this with calls, so each bill includes charges for calls made in the previous month.

To keep things simple, your John Lewis Broadband services (phone, broadband, Add-ons) are charged for at the same time each month (your billing date). After activation, we may need to take a single payment for adjustment so the payment date for your phone service matches that for your other services.

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3. What happens if I miss a payment?

If you miss a payment, we'll let you know by sending you an email and text message (if you've given us your mobile number). You'll also be redirected to our website when browsing where we'll let you know.

You'll then have 2 weeks to arrange your payment. If payment isn't made in this time your calls (apart from emergency and operator) will be redirected to Customer support and a charge of £5.76 will be applied to your next bill.

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4. How much do call features cost?

Please see our separate call features guide, it'll answer all your questions.

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5. I have a question about my bill

If there's a problem with your bill or you're not sure about something, either Contact us, or give us a call.

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Credit limits

6. What's a credit limit and how does it work?

A call credit limit is placed on all accounts as a protective measure against running up significant charges you may not be aware of. Call limits cannot be changed and are based on the call plan you select. Call barring is applied up to 24 hours after you reach your credit limit, any additional charges generated over this time will still be charged at the applicable rate. After a payment is received call barring will be lifted, usually within a couple of hours, but possibly up to 24 hours.

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7. What's the credit limit on my call plan?

  • Evening and Weekend has a £55.00 credit limit
  • Anytime has a £75.00 credit limit
  • Anytime and International has a £75.00 credit limit

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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.