John Lewis Broadband EECC Terms FAQs

With effect from 1st June 2022, we're updating our service terms and conditions due to new Ofcom regulations designed to improve your rights where we make changes to your service.

We've summarised the key changes on this page, but you can find a full copy of the new terms and conditions here.

The changes mean that:

If you have any questions about these changes, please refer to the FAQs below.


Why are you making these changes?

The changes to your terms are designed to protect you and are a result of new Ofcom regulations implemented because of the European Electronic Communications Code (EECC).

What is the European Electronic Communications Code (EECC)?

The EECC is an EU directive which regulates electronic communications networks and services in the EU. The code is enforced by Ofcom, the UK's Communications Regulator.

Why does this matter when the UK has left the EU?

The UK is bound to the EECC as part of the Brexit Transition period agreement and Plusnet must comply with the requirements of the code.

Can I leave my plan early as a result of these changes?

No, these changes improve the rights you have currently. They are designed to protect you from future changes to your services which are not to your benefit.

How will I know of any changes to my plan in the future?

We'll continue to notify you of any changes with a minimum of 30 days' notice, including telling you whether you have the right to cancel a service or leave your plan if appropriate.

What do the changes actually mean?

The changes improve the rights you have when we make changes to your plan or services. Where we do make changes, you will be able to cancel the service that's changing. We will make sure we tell you what services you can cancel when we tell you about a change.

If my monthly price is increasing in line with inflation can I leave my plan early?

Annual RPI or CPI price increases are written into our terms and conditions; and you are asked to agree to these terms at the point of sale. An annual RPI or CPI related price increase does not allow you to leave your plan early.

What do the changes to international calls pricing mean?

Sometimes our international partners (Telco's like us in other countries) put up the cost of calls and texts to those countries from the UK. When they do that your international calls and/or texts cost will increase too but you will be able to cancel your plan if the increase is material for you. It's very similar to how things are today but due to the new rules we have to make that clear to you.

What if I think I should be able to cancel when you make changes and you haven't told me I can?

You can always contact us whenever we make a change to your service to discuss your options.