John Lewis Broadband Price Guide

This Price Guide applies to all John Lewis Broadband customers.

30th June 2021

General introduction

  1. John Lewis Broadband is a trading name of John Lewis plc, but the services are provided by Plusnet plc and the contract for these services is between you and Plusnet.
  2. In the rest of this Price Guide, "we", "our" and "Plusnet" means Plusnet Plc.
  3. This price guide is designed so you can quickly and easily find out about all our pricing.
  4. All prices and payments quoted in this price guide include VAT (based on the current standard Government rate) unless otherwise stated.
  5. Payment will be by Direct Debit or other agreed payment method.
  6. For any contracts signed up to from 30th June 2021, a percentage price increase will be applied to the price of broadband, line rental, call plans and call charges. The price increase will be applied on or after 1st March each year from March 2022 and will be equal to a percentage comprising of i) the Consumer Price Index (CPI) rate figure published by the Office for National Statistics in January of that year plus ii) 3.9.

    For all other customers, from 2021, a percentage price increase will be applied to the price of broadband, line rental, call plans and call charges. This price increase will be applied on or after 1st June 2021, and then on or after 1st March each year from March 2022. The price increase on or after 1st June 2021, will be equal to a percentage comprising of i) the Consumer Price Index (CPI) rate figure published by the Office for National Statistics in April of that year plus ii) 3.9%. The price increase on or after 1st March each year from March 2022, will be equal to a percentage comprising of i) the Consumer Price Index (CPI) rate figure published by the Office for National Statistics in January of that year plus ii) 3.9%.

    This means the below prices will be increased:-

    1. Broadband
    2. Line Rental
    3. UK call plans
    4. International call plans
    5. UK call rates
    6. International call rates (except where the EU regulatory price cap applies)
    7. Call set up fees
    8. Early termination charges

    We may make other changes to the price of your broadband, line rental, call plans and/or call charges. Other prices, content and terms may change at any time during your contract. We'll tell you about important changes in advance, and if a change is detrimental you'll be able to end your contract without any fees. See Section 4, 'Price Changes' below for more details.

1. Fibre Broadband and Broadband price guide

  1. All fibre broadband and broadband services are subject to a 12-month minimum term.
  2. All new John Lewis Broadband customers wishing to sign-up to one of our fibre broadband or broadband services, must also sign-up to our phone service (see Section 2 of Price Guide for details).

    Products currently available from John Lewis Broadband

    The monthly charges stated below apply to our standard broadband and fibre products. There may also be an introductory discount applied to your monthly charge for your initial contract period, which we would have made you aware of when you first signed up.

    Broadband services New and Existing Customers
    Unlimited £11.68
    Fibre £23.89
    Fibre Extra £29.19
    Price changes apply. See Section 4 ’Price Changes’ below for details.

    John Lewis Broadband customers should refer to the Phone Price Guide below for further information on phone prices.

Other charges for your Fibre Broadband and Broadband services

  1. The following table contains a list of current pricing as referenced from the fibre broadband and broadband service terms.

    Table 1.8
    Item Cost
    Hardware
    Router

    £40.00

    Please note that as a new customer to John Lewis Broadband, your router will be included at no extra cost.

    Fibre router

    £80.00

    Please note that as a new customer to John Lewis Broadband, your router will be included at no extra cost.

    Other charges
    House moves

    £65.00 or choose to re-contract your services for 12 months

    Other charges may apply subject to survey.

    Single static IP £5.00
    Missed appointment £50.00

Fibre Broadband and Broadband early termination charges

  1. The fibre broadband and broadband services are subject to a minimum term of 12 months.

    Table 1.9 below sets out the monthly early termination charges that will apply for customers who signed up to a broadband contract before 10th December 2019 where their fibre broadband or broadband service is cancelled within the 12 month minimum term. Any part of a month in the remaining minimum term will be charged daily on a pro rata basis. For any phone service cancelled within the 12 month minimum term, the monthly early termination charges at Table 2.8 will also apply.

    From 24th June 2021, following a change to HMRC rules, early termination charges will be subject to VAT.

    Table 1.9
    John Lewis Broadband service Monthly early termination charge
    Unlimited £9.22
    Fibre £14.78
    Fibre Extra £17.84

    For any customer who signed up to a broadband contract after 9th December 2019, early termination charges are calculated as follows:-

    • monthly charge (factoring in any monthly discount to which the customer is entitled);
    • deduct VAT at the applicable rate;
    • reduce the charge to take account of any costs saved because of leaving early, such as wholesale costs;
    • deduct 1% for early receipt of payment;
    • multiply this figure by the remaining months of the minimum term. Any part of a month in the remaining minimum term will be charged daily on a pro rata basis;
    • add VAT at the applicable rate to the final amount.

    Price changes apply to the early termination charges set out above. See Section 4 'Price Changes' below for details.

    For further information please see Early Termination Charges

2. Phone price guide

  1. We charge calls by the day and time they are made, and the time periods described in the phone services price terms are as follows:

    'Weekend' means any time on Saturday or Sunday

    'Weekday' means any time Monday to Friday

    'Evening' means before 7am or after 7pm

    'Daytime' means between 7am and 7pm

Connection charges

  1. The following connection charges apply for the phone service.

    Table 2.1
    Charge Cost
    New line provide £49.991
    Start a stopped line Free
    BT transfer Free
    Re-number £35.85
    Missed engineer appointment £50.00
    1 Subject to survey (external construction charges may apply)

Line rental & call plans

  1. The phone service includes an Evening and Weekend call plan as standard, but you can choose another call plan for an additional monthly charge. Please note you can only apply one call plan to your phone service at any one time.

    All call plans include free calls to other John Lewis Broadband Phone customer landline numbers, though you must redial after 60 minutes to avoid charges.

    Call plan charges are set out in Table 2.2 below.

    Table 2.2
    Call plan Line rental Call plan cost Mobile Bolt-on Credit threshold
    per month
    Evening and Weekend £18.58 Included Not available £55.00
    Anytime £18.58 £6.28 £5.00 £75.00
    Anytime and International £18.58 £8.37 £5.00 £75.00
    Price changes apply to the line rental and call plan prices set out above. See Section 4 ’Price Changes’ below for details.

Call plans and credit thresholds information

  1. The information below sets out the calls included in our call plans and provides more information on our credit thresholds:

    Evening and Weekend: means calls to UK landlines beginning with 01, 02, 03, 0845 and 0870 made Monday-Friday 19:00-07:00 and anytime Saturday or Sunday except calls to indirect access numbers which include calling cards, dial-up Internet access and calls longer than 60 minutes. Calls must be started and finished within these times to be inclusive non-chargeable and any call that lasts more than 60 minutes will be chargeable. A fair usage limit of 150 calls or 1000 minutes a month (whichever is reached first) applies to calls to 0845 and 0870 numbers. (if you exceed this limit, we have the right to charge you for further calls made, suspend and/or terminate your service in accordance with our terms and conditions).

    Anytime: means calls to UK landlines beginning with 01, 02, 03, 0845 and 0870 at anytime except calls to indirect access numbers which include calling cards, dial-up Internet access and calls longer than 60 minutes. Hang up and re-dial before 60 minutes and you won't be charged. A fair usage limit of 150 calls or 1000 minutes a month (whichever is reached first) applies to calls to 0845 and 0870 numbers. (if you exceed this limit, we have the right to charge you for further calls made, suspend and/or terminate your service in accordance with our terms and conditions).

    Anytime also includes a 25% discount on calls to the top 35 international destinations, as listed below.

    Anytime and International: means calls to UK landlines beginning with 01, 02, 03, 0845 and 0870 at anytime except calls to indirect access numbers, which includes calling cards, dial-up Internet access and calls longer than 60 minutes. Hang up and re-dial before 60 minutes and you won't be charged. A fair usage limit of 150 calls or 1000 minutes a month (whichever is reached first) applies to calls to 0845 and 0870 numbers. (if you exceed this limit, we have the right to charge you for further calls made, suspend and/or terminate your service in accordance with our terms and conditions).

    Anytime and International also provides 300 inclusive minutes per month to the top 35 international destinations and a 25% discount on any further calls made to those 35 destinations over this amount within the month. Hang up and re-dial before 30 minutes on international calls, whilst in your inclusive minutes, and you won't be charged.

    Top 35 international destinations

    Australia, Austria, Azores/Madeira, Belgium, Bulgaria, Canada, Canary Islands, Christmas Islands, Cocos Islands, Cyprus (Republic of), Czech Republic, Denmark, Estonia, Finland, France, Germany, Greece, Hungary, Ireland (Republic), Italy, Latvia, Lithuania, Luxembourg, Malta, Netherlands, New Zealand, Poland, Portugal, Romania, Slovak Republic, Slovenia, Spain (ex. Canary Islands), Sweden, USA, Vatican City

    Mobile Bolt-on: means unlimited calls to UK mobile numbers and 070 personal numbering services. Hang up and re-dial before 60 minutes and you won't be charged. Mobile Bolt-on is available only to Anytime and Anytime and International call plan customers. A fair usage limit of 150 calls or 1000 minutes (whichever is reached first) a month applies to calls to 070 personal numbering services. If you exceed this limit, we have the right to charge you for further calls made, suspend and/or terminate your service in accordance with our terms and conditions.

    A call credit threshold 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 (see Table 2.2). Call barring is applied up to 24 hours after you reach your credit threshold, 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.

Call charges

  1. Price changes apply to UK call rates, international call rates (except where the EU regulatory price cap applies) and call set up fees. See Section 4 'Price Changes' below for details.

  2. The duration (length of time) of your calls are rounded up to the next whole minute before we work out the call charge. If your call charges are worked out without including VAT, they will be rounded up to the next penny before VAT is added. The VAT on your bill will also be rounded up to the next whole penny.

    Calls crossing over a time period charge band, will be charged at a pro-rata call rate for each time period.

  3. For calls made outside any call plan, the charges set out in Table 2.3 and 2.4 below will apply. Table 2.3 sets out the standard rates for calls to UK landlines (01, 02, and 03 numbers) and Table 2.4 sets out the standard rates for calls to UK mobiles. UK rates include calls to landlines in the Channel Islands and calls from Northern Ireland to landlines in the Republic of Ireland.

    Calls to UK Landlines

    Table 2.3
    Weekday Daytime Weekday Evening Weekend
    Call setup fee
    (pence per call)
    24.06p 24.06p 24.06p
    Call charge
    (pence per minute)
    14.64p 14.64p 14.64p

    Calls to UK Mobiles

    Table 2.4
    Weekday and Weekend Daytime Weekday and Weekend Evening
    Call setup fee
    (pence per call)
    24.06p 24.06p
    Call charge
    (pence per minute)
    17.26p 17.26p
  4. Service numbers are defined as calls to non-geographic numbers such as Premium Rate services, Directory Enquiries and calls to Internet Services. The charge for calls to service numbers beginning 084, 087, 09 and 118 consists of a 9.58p per minute access charge from John Lewis Broadband, plus a service charge set by the company you called. Details of these charges can be found in the non geographic tariff page.

  5. Calls made to international destinations, outside any inclusive allowance will be charged at the rates set out in Table 2.5 below.

    Table 2.5
    Setup fee for Landline and Mobile Landlines (pence per minute) Mobiles (pence per minute)
    Daytime Evening Weekend Daytime Evening Weekend
    Afghanistan 24.06 145.97 145.97 145.97 175.26 175.26 175.26
    Albania 24.06 52.01 52.01 52.01 81.30 81.30 81.30
    Algeria 24.06 52.01 52.01 52.01 81.30 81.30 81.30
    Andorra 0.00 18.90 18.90 18.90 18.90 18.90 18.90
    Angola 24.06 110.12 110.12 110.12 139.41 139.41 139.41
    Anguilla 24.06 75.91 75.91 75.91 105.20 105.20 105.20
    Antarctica Australian 24.06 174.67 174.67 174.67 174.67 174.67 174.67
    Antigua 24.06 27.76 27.76 27.76 45.22 45.22 45.22
    Argentina 24.06 90.32 90.32 90.32 119.61 119.61 119.61
    Armenia 24.06 94.54 94.54 94.54 123.83 123.83 123.83
    Aruba 24.06 70.52 70.52 70.52 99.81 99.81 99.81
    Ascension Island 24.06 117.15 117.15 117.15 117.15 117.15 117.15
    Australia 24.06 13.23 13.23 13.23 42.63 42.63 42.63
    Austria 0.00 12.65 12.65 12.65 18.90 18.90 18.90
    Azerbaijan 24.06 62.21 62.21 62.21 91.38 91.38 91.38
    Azores 0.00 18.90 18.90 18.90 18.90 18.90 18.90
    Bahamas 24.06 75.91 75.91 75.91 75.91 75.91 75.91
    Bahrain 24.06 94.54 94.54 94.54 123.83 123.83 123.83
    Bangladesh 24.06 28.70 28.70 28.70 57.99 57.99 57.99
    Barbados 24.06 27.76 27.76 27.76 57.05 57.05 57.05
    Belarus 24.06 62.21 62.21 62.21 91.49 91.49 91.49
    Belgium 0.00 12.65 12.65 12.65 18.90 18.90 18.90
    Belize 24.06 94.54 94.54 94.54 123.83 123.83 123.83
    Benin 24.06 90.32 90.32 90.32 119.61 119.61 119.61
    Bermuda 24.06 27.76 27.76 27.76 45.22 45.22 45.22
    Bhutan 24.06 87.28 87.28 87.28 116.57 116.57 116.57
    Bolivia 24.06 110.12 110.12 110.12 139.41 139.41 139.41
    Bosnia 24.06 52.01 52.01 52.01 77.32 77.32 77.32
    Botswana 24.06 90.32 90.32 90.32 119.61 119.61 119.61
    Brazil 24.06 90.32 90.32 90.32 119.61 119.61 119.61
    Brunei 24.06 87.28 87.28 87.28 116.57 116.57 116.57
    Bulgaria 0.00 18.90 18.90 18.90 18.90 18.90 18.90
    Burkina Faso 24.06 110.12 110.12 110.12 139.41 139.41 139.41
    Burundi 24.06 110.12 110.12 110.12 139.41 139.41 139.41
    Cambodia 24.06 259.14 259.14 259.14 288.42 288.42 288.42
    Cameroon 24.06 90.32 90.32 90.32 119.61 119.61 119.61
    Canada 24.06 13.23 13.23 13.23 13.23 13.23 13.23
    Canary Islands 0.00 18.90 18.90 18.90 18.90 18.90 18.90
    Cape Verde 24.06 110.12 110.12 110.12 139.41 139.41 139.41
    Cayman Islands 24.06 75.91 75.91 75.91 105.20 105.20 105.20
    Central African Republic 24.06 171.74 171.74 171.74 171.74 171.74 171.74
    Chad 24.06 174.67 174.67 174.67 174.67 174.67 174.67
    Chatham Islands (NZ) 24.06 14.99 14.99 14.99 59.16 59.16 59.16
    Chile 24.06 90.32 90.32 90.32 119.61 119.61 119.61
    China 24.06 27.76 27.76 27.76 57.05 57.05 57.05
    Christmas Islands 24.06 13.35 13.35 13.35 42.63 42.63 42.63
    Cocos Islands 24.06 13.35 13.35 13.35 42.63 42.63 42.63
    Colombia 24.06 110.12 110.12 110.12 139.41 139.41 139.41
    Comoros 24.06 145.97 145.97 145.97 175.26 175.26 175.26
    Democratic Republic of the Congo (formerly Zaire) 24.06 145.97 145.97 145.97 175.26 175.26 175.26
    Cook Islands 24.06 174.67 174.67 174.67 174.67 174.67 174.67
    Costa Rica 24.06 90.32 90.32 90.32 119.61 119.61 119.61
    Cote D'Ivoire 24.06 119.61 119.61 119.61 148.90 148.90 148.90
    Croatia 0.00 18.90 18.90 18.90 18.90 18.90 18.90
    Cuba 24.06 199.16 199.16 199.16 185.10 185.10 185.10
    Cyprus (Republic of) 0.00 18.90 18.90 18.90 18.90 18.90 18.90
    Czech Republic 0.00 18.90 18.90 18.90 18.90 18.90 18.90
    Denmark 0.00 12.65 12.65 12.65 18.90 18.90 18.90
    Diego Garcia 24.06 228.56 228.56 228.56 228.56 228.56 228.56
    Djibouti 24.06 110.12 110.12 110.12 139.41 139.41 139.41
    Dominica 24.06 87.28 87.28 87.28 116.57 116.57 116.57
    Dominican Republic 24.06 75.91 75.91 75.91 105.20 105.20 105.20
    East Timor 24.06 259.14 259.14 259.14 288.42 288.42 288.42
    Ecuador 24.06 110.12 110.12 110.12 139.41 139.41 139.41
    Egypt 24.06 94.54 94.54 94.54 123.83 123.83 123.83
    El Salvador 24.06 119.61 119.61 119.61 148.90 148.90 148.90
    Equatorial Guinea 24.06 145.97 145.97 145.97 175.26 175.26 175.26
    Eritrea 24.06 119.61 119.61 119.61 148.90 148.90 148.90
    Estonia 0.00 18.90 18.90 18.90 18.90 18.90 18.90
    Ethiopia 24.06 119.61 119.61 119.61 148.90 148.90 148.90
    Falkland Islands 24.06 110.12 110.12 110.12 110.12 110.12 110.12
    Faroe Islands 24.06 91.38 91.38 91.38 91.38 91.38 91.38
    Fiji 24.06 110.12 110.12 110.12 139.41 139.41 139.41
    Finland 0.00 18.90 18.90 18.90 18.90 18.90 18.90
    France 0.00 12.65 12.65 12.65 18.90 18.90 18.90
    French Guiana 0.00 18.90 18.90 18.90 18.90 18.90 18.90
    French Polynesia 24.06 228.56 228.56 228.56 257.85 257.85 257.85
    Gabon 24.06 90.32 90.32 90.32 119.61 119.61 119.61
    Gambia 24.06 90.32 90.32 90.32 119.61 119.61 119.61
    Georgia 24.06 70.52 70.52 70.52 99.81 99.81 99.81
    Germany 0.00 12.65 12.65 12.65 18.90 18.90 18.90
    Ghana 24.06 90.32 90.32 90.32 119.61 119.61 119.61
    Gibraltar 0.00 18.90 18.90 18.90 18.90 18.90 18.90
    Greece 0.00 12.65 12.65 12.65 18.90 18.90 18.90
    Greenland 24.06 110.12 110.12 110.12 139.41 139.41 139.41
    Grenada 24.06 27.76 27.76 27.76 56.46 56.46 56.46
    Guadeloupe 0.00 18.90 18.90 18.90 18.90 18.90 18.90
    Guam 24.06 145.97 145.97 145.97 145.97 145.97 145.97
    Guatemala 24.06 90.32 90.32 90.32 125.47 125.47 125.47
    Guinea 24.06 110.12 110.12 110.12 139.41 139.41 139.41
    Guinea Bissau 24.06 174.67 174.67 174.67 174.67 174.67 174.67
    Guyana 24.06 119.61 119.61 119.61 148.90 148.90 148.90
    Haiti 24.06 110.71 110.71 110.71 140.00 140.00 140.00
    Honduras 24.06 90.32 90.32 90.32 119.61 119.61 119.61
    Hong Kong 24.06 11.00 11.00 11.00 21.09 21.09 21.09
    Hungary 0.00 18.90 18.90 18.90 18.90 18.90 18.90
    Iceland 0.00 18.90 18.90 18.90 18.90 18.90 18.90
    India 24.06 28.70 28.70 28.70 57.99 57.99 57.99
    Indonesia 24.06 87.28 87.28 87.28 116.57 116.57 116.57
    Iran 24.06 119.61 119.61 119.61 148.90 148.90 148.90
    Iraq 24.06 119.61 119.61 119.61 148.90 148.90 148.90
    Ireland (Republic of) 0.00 12.65 12.65 12.65 18.90 18.90 18.90
    Israel 24.06 62.21 62.21 62.21 91.49 91.49 91.49
    Italy 0.00 12.65 12.65 12.65 18.90 18.90 18.90
    Jamaica 24.06 27.76 27.76 27.76 57.05 57.05 57.05
    Japan 24.06 8.90 8.90 8.90 38.19 38.19 38.19
    Jordan 24.06 123.83 123.83 123.83 153.11 153.11 153.11
    Kazakhstan 24.06 84.94 84.94 84.94 114.22 114.22 114.22
    Kenya 24.06 90.32 90.32 90.32 119.61 119.61 119.61
    Kiribati 24.06 174.67 174.67 174.67 174.67 174.67 174.67
    Korea North 24.06 174.67 174.67 174.67 174.67 174.67 174.67
    Korea Republic 24.06 87.28 87.28 87.28 116.57 116.57 116.57
    Kuwait 24.06 94.54 94.54 94.54 123.83 123.83 123.83
    Kyrgyzstan 24.06 84.94 84.94 84.94 114.22 114.22 114.22
    Laos 24.06 171.74 171.74 171.74 201.03 201.03 201.03
    Latvia 0.00 18.90 18.90 18.90 18.90 18.90 18.90
    Lebanon 24.06 123.83 123.83 123.83 153.11 153.11 153.11
    Lesotho 24.06 90.32 90.32 90.32 119.61 119.61 119.61
    Liberia 24.06 90.32 90.32 90.32 119.61 119.61 119.61
    Libya 24.06 52.01 52.01 52.01 77.32 77.32 77.32
    Liechtenstein 0.00 18.90 18.90 18.90 18.90 18.90 18.90
    Lithuania 0.00 18.90 18.90 18.90 18.90 18.90 18.90
    Luxembourg 0.00 12.65 12.65 12.65 18.90 18.90 18.90
    Macao 24.06 87.28 87.28 87.28 116.57 116.57 116.57
    Macedonia 24.06 52.01 52.01 52.01 77.32 77.32 77.32
    Madagascar 24.06 110.12 110.12 110.12 139.41 139.41 139.41
    Madeira 0.00 18.90 18.90 18.90 18.90 18.90 18.90
    Malawi 24.06 90.32 90.32 90.32 119.61 119.61 119.61
    Malaysia 24.06 52.01 52.01 52.01 81.30 81.30 81.30
    Maldive Islands 24.06 110.12 110.12 110.12 139.41 139.41 139.41
    Mali 24.06 110.12 110.12 110.12 139.41 139.41 139.41
    Malta 0.00 18.90 18.90 18.90 18.90 18.90 18.90
    Marshall Islands 24.06 174.67 174.67 174.67 174.67 174.67 174.67
    Martinique 0.00 18.90 18.90 18.90 18.90 18.90 18.90
    Mauritania 24.06 145.97 145.97 145.97 175.26 175.26 175.26
    Mauritius 24.06 119.61 119.61 119.61 148.90 148.90 148.90
    Mayotte 0.00 18.90 18.90 18.90 18.90 18.90 18.90
    Mexico 24.06 87.28 87.28 87.28 87.28 87.28 87.28
    Micronesia 24.06 174.67 174.67 174.67 174.67 174.67 174.67
    Moldova 24.06 70.52 70.52 70.52 99.81 99.81 99.81
    Monaco 0.00 18.90 18.90 18.90 18.90 18.90 18.90
    Mongolia 24.06 171.74 171.74 171.74 201.03 201.03 201.03
    Montenegro 24.06 52.01 52.01 52.01 67.24 67.24 67.24
    Montserrat 24.06 87.28 87.28 87.28 116.57 116.57 116.57
    Morocco 24.06 52.01 52.01 52.01 77.32 77.32 77.32
    Mozambique 24.06 110.12 110.12 110.12 139.41 139.41 139.41
    Myanmar 24.06 145.97 145.97 145.97 175.26 175.26 175.26
    Namibia 24.06 90.32 90.32 90.32 119.61 119.61 119.61
    Nauru 24.06 174.67 174.67 174.67 174.67 174.67 174.67
    Nepal 24.06 87.28 87.28 87.28 116.57 116.57 116.57
    Netherlands 0.00 12.65 12.65 12.65 18.90 18.90 18.90
    Netherlands Antilles 24.06 70.52 70.52 70.52 99.81 99.81 99.81
    New Caledonia 24.06 228.56 228.56 228.56 257.85 257.85 257.85
    New Zealand 24.06 13.23 13.23 13.23 59.16 59.16 59.16
    Nicaragua 24.06 119.61 119.61 119.61 148.90 148.90 148.90
    Niger 24.06 110.12 110.12 110.12 139.41 139.41 139.41
    Nigeria 24.06 84.94 84.94 84.94 114.22 114.22 114.22
    Niue Island 24.06 171.74 171.74 171.74 171.74 171.74 171.74
    Norfolk/Ross Islands 24.06 145.97 145.97 145.97 145.97 145.97 145.97
    Northern Marianas 24.06 119.61 119.61 119.61 119.61 119.61 119.61
    Norway 0.00 12.65 12.65 12.65 18.90 18.90 18.90
    Oman 24.06 94.54 94.54 94.54 123.83 123.83 123.83
    Pakistan 24.06 28.70 28.70 28.70 43.93 43.93 43.93
    Palau 24.06 174.67 174.67 174.67 174.67 174.67 174.67
    Palestine 24.06 67.25 67.25 67.25 103.21 103.21 103.21
    Panama 24.06 90.32 90.32 90.32 119.61 119.61 119.61
    Papua New Guinea 24.06 110.12 110.12 110.12 139.41 139.41 139.41
    Paraguay 24.06 90.32 90.32 90.32 119.61 119.61 119.61
    Peru 24.06 90.32 90.32 90.32 119.61 119.61 119.61
    Philippines 24.06 87.28 87.28 87.28 116.57 116.57 116.57
    Poland 0.00 18.90 18.90 18.90 18.90 18.90 18.90
    Portugal 0.00 12.65 12.65 12.65 18.90 18.90 18.90
    Puerto Rico 24.06 57.99 57.99 57.99 87.28 87.28 87.28
    Qatar 24.06 94.54 94.54 94.54 123.83 123.83 123.83
    Republic of Congo 24.06 145.97 145.97 145.97 175.26 175.26 175.26
    Reunion 0.00 18.90 18.90 18.90 18.90 18.90 18.90
    Rodrigues Island 24.06 145.97 145.97 145.97 139.41 139.41 139.41
    Romania 0.00 18.90 18.90 18.90 18.90 18.90 18.90
    Russian Federation 24.06 62.21 62.21 62.21 91.38 91.38 91.38
    Rwanda 24.06 110.12 110.12 110.12 110.12 110.12 110.12
    Samoa (US) 24.06 174.67 174.67 174.67 174.67 174.67 174.67
    Samoa (West) 24.06 228.56 228.56 228.56 257.85 257.85 257.85
    San Marino 24.06 57.40 57.40 57.40 52.01 52.01 52.01
    Sao Tome & Principe 24.06 174.67 174.67 174.67 203.96 203.96 203.96
    Saudi Arabia 24.06 70.52 70.52 70.52 99.81 99.81 99.81
    Senegal 24.06 119.61 119.61 119.61 148.90 148.90 148.90
    Serbia 24.06 52.01 52.01 52.01 67.24 67.24 67.24
    Seychelles 24.06 119.61 119.61 119.61 148.90 148.90 148.90
    Sierra Leone 24.06 90.32 90.32 90.32 119.61 119.61 119.61
    Singapore 24.06 20.26 20.26 20.26 33.39 33.39 33.39
    Slovak Republic 0.00 18.90 18.90 18.90 18.90 18.90 18.90
    Slovenia 0.00 18.90 18.90 18.90 18.90 18.90 18.90
    Solomon Islands 24.06 174.67 174.67 174.67 174.67 174.67 174.67
    Somalia 24.06 174.67 174.67 174.67 203.96 203.96 203.96
    South Africa 24.06 61.03 61.03 61.03 90.32 90.32 90.32
    Spain 0.00 12.65 12.65 12.65 18.90 18.90 18.90
    Sri Lanka 24.06 96.88 96.88 96.88 126.17 126.17 126.17
    St Helena 24.06 171.74 171.74 171.74 171.74 171.74 171.74
    St Kitts & Nevis 24.06 75.91 75.91 75.91 105.20 105.20 105.20
    St Lucia 24.06 27.76 27.76 27.76 56.46 56.46 56.46
    St Pierre & Miquelon 24.06 75.91 75.91 75.91 75.91 75.91 75.91
    St Vincent 24.06 75.91 75.91 75.91 105.20 105.20 105.20
    Sudan 24.06 90.32 90.32 90.32 119.61 119.61 119.61
    Surinam 24.06 139.41 139.41 139.41 168.70 168.70 168.70
    Swaziland 24.06 90.32 90.32 90.32 119.61 119.61 119.61
    Sweden 0.00 12.65 12.65 12.65 18.90 18.90 18.90
    Switzerland 0.00 12.65 12.65 12.65 18.90 18.90 18.90
    Syria 24.06 123.83 123.83 123.83 153.11 153.11 153.11
    Taiwan 24.06 87.28 87.28 87.28 116.57 116.57 116.57
    Tajikistan 24.06 110.12 110.12 110.12 139.41 139.41 139.41
    Tanzania 24.06 90.32 90.32 90.32 119.61 119.61 119.61
    Thailand 24.06 87.28 87.28 87.28 116.57 116.57 116.57
    Togolese Republic 24.06 119.61 119.61 119.61 148.90 148.90 148.90
    Tokelau 24.06 228.56 228.56 228.56 228.56 228.56 228.56
    Tonga 24.06 171.74 171.74 171.74 201.03 201.03 201.03
    Trinidad & Tobago 24.06 27.76 27.76 27.76 56.46 56.46 56.46
    Tunisia 24.06 52.01 52.01 52.01 77.32 77.32 77.32
    Turkey (and Northern Cyprus) 24.06 26.82 26.82 26.82 56.11 56.11 56.11
    Turkmenistan 24.06 100.51 100.51 100.51 129.80 129.80 129.80
    Turks & Caicos 24.06 87.28 87.28 87.28 116.57 116.57 116.57
    Tuvalu 24.06 174.67 174.67 174.67 174.67 174.67 174.67
    Uganda 24.06 90.32 90.32 90.32 119.61 119.61 119.61
    Ukraine 24.06 62.21 62.21 62.21 91.38 91.38 91.38
    United Arab Emirates 24.06 70.52 70.52 70.52 99.81 99.81 99.81
    USA 24.06 13.23 13.23 13.23 13.23 13.23 13.23
    Uruguay 24.06 90.32 90.32 90.32 119.61 119.61 119.61
    Uzbekistan 24.06 84.94 84.94 84.94 114.22 114.22 114.22
    Vanuatu 24.06 174.67 174.67 174.67 203.96 203.96 203.96
    Vatican City 0.00 12.65 12.65 12.65 18.90 18.90 18.90
    Venezuela 24.06 90.32 90.32 90.32 119.61 119.61 119.61
    Vietnam 24.06 171.74 171.74 171.74 201.03 201.03 201.03
    Virgin Islands (UK) 24.06 117.74 117.74 117.74 105.20 105.20 105.20
    Virgin Islands (US) 24.06 75.91 75.91 75.91 75.91 75.91 75.91
    Wallis and Futuna Islands 24.06 222.00 222.00 222.00 222.00 222.00 222.00
    Yemen 24.06 119.61 119.61 119.61 148.90 148.90 148.90
    Zambia 24.06 90.32 90.32 90.32 119.61 119.61 119.61
    Zimbabwe 24.06 90.32 90.32 90.32 119.61 119.61 119.61

Calling features

  1. The phone service offers a selection of calling features that you may find useful. Buying calling features depends on availability, and a minimum term does not apply. These are charged as set out in Table 2.6

    Table 2.6
    Call feature Monthly cost Single use cost when not subscribed Available to bundle?
    1471 Included No
    1471 Call Return N/A 10p per use (plus the cost of the call if chargeable) No
    1571 (Voicemail) Included No
    Caller Display Included (requires activation) No
    Voicemail Extra £3.00 No
    Call Divert £3.00 Yes
    Reminder Call £3.00 15p per use Yes
    Call Waiting £3.00 Yes
    Ring Back £3.00 10p per use Yes
    Anonymous Call £4.00 No
    Call Barring (Premium rate) £3.00 Yes
    Call Barring (Premium Rate and International) £3.00 Yes
  2. If you take more than one call feature, then the following bundle pricing will apply

    Table 2.7
    Number of features Bundle price
    1 £3.00
    2 or more £6.00

Phone early termination charges

  1. The phone service is subject to a minimum term of 12 months.

    Table 2.8 below sets out the monthly early termination charges that will apply to the phone service for customers who signed up to their phone contract before 10th December 2019 where their service is cancelled within the 12 month minimum term. Any part of a month in the remaining minimum term will be charged daily on a pro rata basis. For any fibre broadband or broadband service cancelled within the 12 month minimum term, the monthly early termination charges at Table 1.9 will also apply.

    From 24th June 2021, following a change to HMRC rules, early termination charges will be subject to VAT.

    Table 2.8
    John Lewis Broadband Service Monthly early termination charge
    John Lewis Broadband Phone £7.78

    For any customer who signed up to a phone contract after 9th December 2019, early termination charges are calculated as follows:-

    • monthly charge (factoring in any monthly discount to which the customer is entitled);
    • deduct VAT at the applicable rate;
    • reduce the charge to take account of any costs saved because of leaving early, such as wholesale costs;
    • deduct 1% for early receipt of payment;
    • multiply this figure by the remaining months of the minimum term. Any part of a month in the remaining minimum term will be charged daily on a pro rata basis;
    • add VAT at the applicable rate to the final amount.

    Price changes apply to the early termination charges set out above. See Section 4 'Price Changes' below for details.

    For further information please see Early Termination Charges

3. Other charges

  1. We may suspend your service if you do not pay your bill or where unapproved attachments have been made to your line. We will charge you £5.76 to apply/or lift any of these restrictions.
  2. If you fail to make a payment, we will apply a £7.50 administration fee to your account to cover the costs of recovery.
  3. Should your Direct Debit fail then a £10.00 administration fee will be applied to your account to recover these costs.
  4. Where a general engineer visit is requested, including re-wiring and conversions this will be charged at £100.00 per call out plus £65.00 per hour (or part hour) thereafter.

4. Price Changes

For any contracts signed up to from 30th June 2021, a percentage price increase will be applied to the price of broadband, line rental, call plans and call charges. The price increase will be applied on or after 1st March each year from March 2022 and will be equal to a percentage comprising of i) the Consumer Price Index (CPI) rate figure published by the Office for National Statistics in January of that year plus ii) 3.9.

For all other customers, from 2021, a percentage price increase will be applied to the price of broadband, line rental, call plans, call charges and broadband and line rental early termination charges. This price increase will be applied on or after 1st June 2021 and then on or after 1st March each year from March 2022, and will be calculated as set out below:-

If you receive a discount on your price, the percentage price increase will be applied to the discounted price.

Where you purchase more than one service from us and each is subject to the price increase, the amount of the increase is calculated on each service separately.

There's more information available in our CPI Plus 3.9% Guide.

We might also change our other charges, or make other changes to the price of your broadband, line rental, call plans and/or call charges. We'll tell you about important changes in advance, and if a change is detrimental you'll be able to end your contract without any fees.