the What to do before you cancel John Lewis broadband
Whatever your reason for cancelling your John Lewis broadband, there are a couple of important steps to take before you go any further.
Check your contract
John Lewis broadband deals have a 12-month contract term. You’ll face additional charges for cancellation within this period, so if possible you are best off waiting until the end of the minimum term. Contact John Lewis to find out how long is left on your current deal, and ask them to explain what it might cost to leave now.
Find a new broadband deal
Assuming you want to keep getting broadband, you’ll need to have a new deal in place to take over when your John Lewis broadband connection is cancelled.
In common with most other providers, John Lewis uses the Openreach (BT telephone line) network; if you switch to another Openreach network provider, you’ll find the transition fairly smooth. If you’re moving to Virgin Media or another network, then it’s up to you to manage each service to end and begin on the same day.
If you don’t sort out a new broadband package in time, then you’ll face additional delays and costs, so it’s really important to get this in place. Start your search for a new broadband deal right here by entering a postcode:
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How to cancel John Lewis broadband
If you’re out of contract: cancelling John Lewis for free
First, a quick note: while you won’t pay early termination charges for cancelling if you’re out of contract, John Lewis does have a standard £25 disconnection fee which everyone must pay, regardless of your contract status.
The easiest method for cancelling John Lewis is to sign up for a new broadband package on the Openreach (BT line) telephone network. This is the same network used by John Lewis so, in that situation, your new provider will handle the process and you might not need to speak to John Lewis at all. Just find a new deal, sign up, and sit back and wait for the switch.
If you’re moving to another network or no longer need broadband, then it’s up to you to contact John Lewis and arrange for the service to end. The best way to do this is by phone on 0800 022 3300 (lines are open from 9am to 6pm every day for customer service queries).
You can also contact John Lewis online or write to:
John Lewis Broadband
2 Pinfold Street
When writing you’ll need to tell them the package you have, the date it was ordered, your name and address and a contact telephone number, and a reason for cancellation; to make life easier John Lewis has a cancellation form for you to print and complete.
For more information, have a look at our John Lewis Broadband customer service page.
Cancelling John Lewis if you’re still in contract
Cancelling when you’re in contract is exactly the same as outlined above (either switch and let the new provider do the work, or get in touch with John Lewis and arrange it yourself).
But the difference is when you’re in contract there are extra costs in the form of an early termination fee. Read on below to find out what this could cost.
John Lewis early cancellation fees
As found in its price guide, John Lewis charges the following fees for each month remaining on your contract:
|John Lewis broadband package||Charge per month|
Prices last checked April 2021, but you should always confirm costs with your provider.
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.
For further information, please read the John Lewis Early Termination Charges guide.
Frequently Asked Questions about cancelling John Lewis
What is John Lewis broadband’s notification period?
John Lewis requires 14 days notification if you’re moving providers, or ten days for any other reason. When you switch providers, John Lewis will accept the other provider's order notification as notice.
Do I need to return my John Lewis Wi-Fi router?
If you’re still in contract the router must be returned at your own cost. If you do not return it within 14 days of cancelling you’ll have to pay £40 for an ADSL router or £80 for a fibre router.
Can I keep my phone number?
You can transfer your number to a new provider; make sure your new network is made aware of this when you sign up.
Can I cancel for free if my NOW broadband is too slow?
Some providers have signed on to Ofcom’s broadband speed code of practice, which gives customers the right to cancel for free if the broadband is too slow. But John Lewis has not agreed to this, so you do not have this right. If you are unhappy with the service you should speak to technical support and, if necessary, submit an official complaint.