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How to cancel John Lewis broadband

What you need to know about cancelling John Lewis broadband

Cancelling a broadband service can seem a little daunting at first. Will it cost you money? How long does it take? Will you be left without internet? If you’re thinking of cancelling John Lewis broadband and not sure what’s involved, this guide will put your mind at ease and explain everything you need to know.

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. This means that if you switch to another Openreach network provider, you’ll find the transition fairly smooth. The new provider will handle the switch and you may not even need to speak to John Lewis.

If you’re moving to Virgin Media or another network, then it’s up to you to manage the setup and cancellation of the different services.

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, then sit back and wait for the switch.

If you’re moving to another network or no longer need broadband, 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
The Balance
2 Pinfold Street
S1 2GU

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
Unlimited £4.15
Fibre £10.85
Fibre Extra £12.18

Prices last checked April 2022, 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 to another Openreach provider, John Lewis will accept the new provider's move order 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.

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