Help and Support

Billing Changes FAQ

  1. What's changing and why?
  2. Billing date changes
  3. Are there any changes in My Account?
  4. I currently get my bill sent in an alternate format, will there be any changes?
  5. What if I'm due a refund or credit?
  6. If I've got an outstanding payment or failed payment, what will change?
  7. What new charges might I see on my bill?
  8. What is a 'post-termination bill'?
  9. If I want to upgrade my account will I see any changes?
  10. Can I nominate a representative to help with my account?

What's changing and why?

From September 2018 we are moving to a brand-new billing system. As part of this we're making some changes to your bill, and introducing some new features. It should make information about your payments and services much clearer and easier to understand.

Billing date changes

From September we'll start to bill all customers between the 1st and 28th of each month. This is to make sure our billing process operate as efficiently as possible. If you're currently billed on the 29th, 30th, or 31st of the month then we'll be in touch with you before the changes happen.

If your current bill day is Your new bill day will be
29th of the month 1st of the month
30th of the month 2nd of the month
31st of the month 3rd of the month

If you're not currently billed on the 29th, 30th or 31st your bill date won't change.

Are there any changes in My Account?

You'll be able to see your itemised calls in My Account, and we'll keep these records for 15 12 months. You'll also be able to see recent unbilled calls that you have not yet been invoiced for.

I currently get my bill sent in an alternate format, will there be any changes?

No, there will be no changes to how you get your bill.

What if I'm due a refund or credit?

Whenever we issue a refund or credit we'll now send you an email to let you know. We'll also add the reason and details of the refund or credit onto your new look bill.

If I've got an outstanding payment or failed payment, what will change?

There will be couple of changes:

  • After 14 days without payment, we will add a failed payment charge of £7.50 as an administration fee to your next invoice
  • You will only be able to make outstanding payments online by card. We'll no longer be able to accept online payments for outstanding charges by Direct Debit

What new charges might I see on my bill?

There are a couple of new things:

  • We will start charging for calls up to 90 days in arrears. Sometimes our suppliers can take more than 28 days to process your call data, so they could appear on your bill up to 90 days after you've made the call
  • To see a full list of our charges, take a look at our terms and conditions

What is a 'post-termination bill'?

We will issue this up to 90 calendar days after we've sent your termination bill. For example, this will cover any call charges, refunds or usage charges that were not added to your termination bill.

If I want to upgrade my account will I see any changes?

Depending on your contract, you'll now be able to upgrade your package on any day of the month (apart from your bill date).

Can I nominate a representative to help with my account?

Yes, from September you'll be able to nominate a representative to help with anything billing-related on your account.

  • The person you nominate will receive any emails about your bill. They'll be a separate point of contact if we need to speak to you about any billing matters
  • You can add a nominee by downloading, printing out and following the instructions that will be available on the My Account from September
  • You can remove a nominee from your account, or change the nominee at any time
  • This is in addition to Authorised User and Power of Attorney representatives

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For your information

John Lewis Broadband is provided by Plusnet plc.

John Lewis Broadband is a trading name of John Lewis plc, but the services are provided by Plusnet and the contract for these services is between you and Plusnet plc.

Broadband and Fibre Broadband

To sign up to one of John Lewis Broadband's services, you will also have to sign up to John Lewis Broadband Phone, both on a 12-month contract. John Lewis Broadband Phone includes the Evening and Weekend† call plan as standard. You can choose to take one of our other call plans at an additional monthly charge.

*Broadband speed is described as 'average download speed of 10Mb' and 'average upload speed of 1Mb' as it is based on speed available to at least 50% of customers at peak time (8-10pm). Your actual speed will be dependent on your location, phone line, home wiring, wifi connection and time of day. Find out why speeds vary. Check your speed and products available at your location at www.johnlewisbroadband.com.

*Fibre broadband speed is described as'average download speed of 36Mb' and 'average upload speed of 9Mb' on Fibre and 'average download speed of 66Mb' and 'average upload speed of 18Mb' on Fibre Extra as it is based on speed available to at least 50% of customers at peak time (8-10pm). Your actual speed will be dependent on your location, phone line, home wiring, wifi connection and time of day. Find out why speeds vary. Check your speed and products available at your location at www.johnlewisbroadband.com.

Our broadband contracts: You must sign-up to a 12-month contract for one of the broadband services (John Lewis Broadband Unlimited, Fibre or Fibre Extra) and John Lewis Broadband Phone. If you choose to end either or both services within the minimum period, you will have to pay an early termination charge by way of compensation for ending your service(s) early. This charge depends on your monthly price and the length of time remaining in your minimum term. How we calculate these charges is set out in the Price Guide.

Phone

To sign up to the John Lewis Broadband Phone service, you will also have to sign up to one of the broadband services (John Lewis Broadband Unlimited, Fibre or Fibre Extra), both on a 12-month contract. If you choose to end either or both services within the minimum period, you will have to pay an early termination charge by way of compensation for ending your service(s) early. This charge depends on your monthly price and the length of time remaining in your minimum term. How we calculate these charges is set out in the Price Guide.

John Lewis Broadband Phone includes the Evening and Weekend† call plan as standard. You can choose to take one of the other call plans at an additional monthly charge. If you need a new phone line installing at your property, there is a £49.99 installation charge (excluding external construction charges). Details on the available call plans are set out below:-

†Call Plans

Evening and Weekend calls: 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). Our Evening and Weekend call plan is included as standard when you take John Lewis Broadband Phone.

Anytime calls: 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). Anytime also includes a 25% discount on calls to the top 35 international destinations. 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). Our Anytime call plan costs £6.86 a month.

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 (local) and you won't be charged. 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. 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). Our Anytime and International call plan costs £9.15 a month.

Mobile Bolt-on: Unlimited calls to UK mobile 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 Mobile Bolt-on costs £5.00 a month.

Service calls outside of your inclusive minutes: 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. For all John Lewis Broadband Phone pricing, please see our Price Guide.