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Broadband

Also, whenever you buy a computer from John Lewis a free 2-year guarantee, while our televisions all come with a free 5-year guarantee. Now in addition, we also offer a range of essential services to help you get set up and running quickly and easily. Step 1 Decide what service you need – if you need any help, please ask. Receive a £70 John Lewis & Partners gift card on your £500+ order. Buy this LG TV and receive the LG SK1 Bluetooth All-In-One Sound Bar at no extra cost. Receive a free pair of Beats Flex In-Ear headphones with iPhone SE purchases. Call 03301 230 106 or visit your local John Lewis & Partners. Standard Freesat dish installation — allows you to watch but not record. Connection to 1 room £78. Connection to 2 rooms £115. Set-up includes: Mounting your satellite dish, providing the necessary standard brackets and up to 10m of cable.

Switching to John Lewis Broadband

How do I switch to John Lewis Broadband?

Switching broadband providers may seem daunting, as you may be concerned about losing data or the email address that you have with your current provider.

When you order John Lewis Broadband, we'll let you know what's required to switch your service to us, and give you an idea of how long the process will take.

What will happen to my service?

Switching to John Lewis Broadband is easy. Once you sign up, we'll contact your current supplier and arrange everything for you. Most providers send a letter, informing that they've received your request for the transfer of your service and including your final invoice. However, don't forget that you'll need to contact your bank to cancel any Direct Debit set up for your current supplier.

The only difference is if you're switching from a cable provider like Virgin. In this case, you'll need to contact the provider yourself to let them know you're leaving. They usually ask for at least 30 days' notice, and we'd recommend you tell them as soon as we've confirmed your activation date.

At this stage it's important that you don't tell your existing provider to cancel the service immediately. Most providers will automatically cancel your service once the migration to your new provider is completed.

How do I sign up to John Lewis Broadband?

You have the option of signing up over the phone (0800 022 3300) or online. We'll check your phone number and address as you're placing your order. We'll send you an email from us confirming your order. It will take us between 10 and 12 working days to switch your broadband service over to John Lewis Broadband, but you'll still have broadband through your current provider until we switch you over to our Broadband network.

Can I avoid losing my email address?

Ask your provider whether you can keep your email address if you switch from their service. Many providers offer you the opportunity to keep your email address for a small annual fee if you decide to leave. We'll offer you a new email address, with Webmail access, when you sign up to John Lewis Broadband.

What do I need to use a John Lewis Broadband and Phone Service?

In order to receive the John Lewis Broadband and Phone Service, you need:

A non-cable phone line (e.g. BT, Homecall, Post Office or similar)
A telephone
An internet enabled device e.g. PC, Mac, Tablet etc
Either your Visa, Visa Delta or MasterCard card for initial payment
And bank details to set up Direct Debit payments.

If you don't have a phone line, or it's a cable phone line, we can install a new line for you. Alternatively, we can activate an existing non-cable line, if there's one in your property.

Broadband speeds

Why might my speed be lower for the first 14 days of service?

Once your broadband is activated, tests will be run on your phone line. These find out the broadband speeds you've received in the last 14 days. From this, we'll determine the fastest stable speed that your phone line can support.

You'll see your speeds go up and down during this stabilisation period. You might even lose connection for a few seconds now and again if your line can't handle the speed. Don't worry, this is completely normal. After testing is complete, your speed may still vary from time to time, but this should be less noticeable than during the first 14 days of your service.

What is my Line Speed?

Your line speed, also known as your sync speed, is the maximum speed at which your router can connect to the Internet.

Line speed can change over time and you may find that it can change each time you re-boot your router. The distance from your home to the exchange or cabinet will affect it, and temporary factors like severe weather can degrade the quality of the line.

Your line speed will always be higher than your actual ('throughput') broadband speed, because it's far less liable to signal interference than the wireless connection within your home. This is why if you run a speed test over Wi-Fi you'll find that the speed test results will always be less than your line speed.

What is my Throughput Speed?

Whereas your line speed is a measure of how well your line can carry data to your router, the actual speed you see when you're online depends on many other factors. Most speed checkers will show the speed at which data is downloaded to your PC, laptop, tablet or phone - this is known as your throughput speed.

Throughput will always be slower than your line speed. It can be affected by different things, like the website you're on, your Wi-Fi connection, if you're online at a busy time (things tend to get busier on the network at peak periods 8pm - 10pm), how many people are sharing your connection, and the quality of your line.

You can run a throughout speed test at BT Wholesale.

If the results are slower than the estimate we gave you when you first signed up, have a look at our problem-solving tips.

Why might my download speed vary?

Wi-Fi in particular can really affect the speeds you get. Try putting your Hub or router in a central locationin your home and make sure you're using the fastest Wi-Fi capability of your devices. Household appliances suchas baby monitors and microwave ovens can often cause interference and slow your speed down.

What speed can I expect from my broadband service?

Your broadband speed can be affected by many factors, and will also vary to help give you a stable connection. Your actual speeds can be affected by the quality of your telephone line, location and weather conditions, network congestion at your local exchange or the strength of your Wi-Fi signal. There's more information on our Speed Guide.

What if I am unhappy with the speed you are providing?

If we can't provide a speed equal to or better than the Minimum Guaranteed Speed we promised you, you should contact our support team and we'll work with you to try and get the matter resolved. You can see Ofcom's Voluntary Speed Code of Practice for more information on what this means.

If we're not able to resolve your fault within a minimum period of 30 days, you have the right to leave without paying any early termination charges. If you want to do this you should speak to our Customer Options Team.

We may provide offers, but these don't impact your right to leave your contract if your speed is consistently less than your Minimum Guaranteed Speed.

What happens when the network is really busy?

Our broadband service is provided over our own and our suppliers' networks. Our total bandwidth (the amount of data that can be transmitted on any one connection) is shared between everybody who's connected to the network.

We're constantly investing in our network, and so as customer numbers and usage grows, we increase the capacity of our network to make sure there's more than enough bandwidth for all our customers.

In exceptional circumstances the network could become much busier than expected. This could be due to a major news event leading to a huge amount of online traffic, or in the rare case of network failure for example. In these situations, we would prioritise traffic on our network to help ensure that you get a great service no matter how busy it is.

What does the Minimum Guaranteed Speed mean?

When you start your broadband service with us, change products or move house, we provide you with a download speed estimate in the form of a range of values in Megabits per second (Mbps).

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