Help and Support

Summary: Information about the Verified by Visa/MasterCard SecureCode online security system for card payments.

  1. What is Verified by Visa/MasterCard SecureCode?
  2. How do I register my card and create a password?
  3. So, how does it work?
  4. How will I know that I'm protected when shopping online?
  5. Can I use Verified by Visa/MasterCard SecureCode on any computer?
  6. What if I forget my personal password?
  7. Can I register my existing Visa card/MasterCard, or do I need a new one?
  8. Can I register both my debit and credit cards?
  9. How can I find out more about Verified by Visa/MasterCard SecureCode?

1. What is Verified by Visa/MasterCard SecureCode?

At John Lewis Broadband, we take online security seriously. That's why we've introduced a new step whenever you use your Visa or MasterCard on our website - Verified by Visa/MasterCard SecureCode.

It's an online security system which confirms your identify, by asking for a personal password which you create. It gives you the peace of mind that only you can use your card online to pay for things.

Registering and creating a personal password for your card is quick and easy, plus you only need to do it once. Over 300,000 other websites across Europe participate in the scheme, so if you've already registered whilst shopping on another website, then you'll be ready to use Verified by Visa/MasterCard SecureCode on our site too.

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2. How do I register my card and create a password?

If you've not yet registered your card you can either do it on your card issuer's website (just look for the Verified by Visa or MasterCard SecureCode logos/link), or you'll be asked if you want to register when you use your card on our site.

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3. So, how does it work?

If you've not registered your card, before you make a payment you'll see a box showing either the Verified by Visa or MasterCard SecureCode logo, depending on your card type. You'll be asked to fill in a few details and when you want to activate your card.

As an extra security measure, the box also displays the logo of the bank/building society that your card is linked to.

Then, whenever you use your card to make a payment online you'll be asked to enter the personal password you've chosen. This confirms your purchase (think of it like entering your PIN number online). Once your payment has been authorised, you'll see a confirmation screen.

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4. How do I know that I'm protected when buying online?

You'll see a Verified by Visa and MasterCard SecureCode logo at the point you pay. This confirms that the website uses the system.

If you've already registered your card, the system will automatically recognise your card details when you enter them. You'll then be asked for your personal password to complete your transaction.

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5. Can I use Verified by Visa/MasterCard SecureCode on any computer?

Yes, as long as the computer has an internet connection. You don't need to download or install any software.

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6. What if I forget my personal password?

No problem, it's easy to reset. You'll just need to go to your card issuer's website and follow the instructions for resetting your Verified by Visa or MasterCard SecureCode password.

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7. Can I register my existing Visa card/MasterCard, or do I need a new one?

You can register any of the Visa or MasterCard cards you've already got, or any new cards you receive in the future.

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8. Can I register both my debit and credit cards?

Yes. The types of card that can be registered depend on the bank that's issued them. These can include:

Visa and MasterCard credit/charge cards, Visa Debit, Visa Electron, Visa Delta, Maestro, Switch, Solo and AMEX.

Note: Please check with your card issuer for more details. Some card types can only be used to make one-off payments, they can't be used to make re-occurring monthly payments. We'll show you the cards we'll accept for the type of payment you want to make at our checkout.

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9. How can I find out more about Verified by Visa/MasterCard SecureCode?

For more information go to:

Verified by Visa:
http://www.visa.co.uk/en/security/online_security/verified_by_visa.aspx

MasterCard SecureCode:
http://www.mastercard.com/uk/personal/en/cardholderservices/securecode/index.html

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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.