Help and Support

Summary: Troubleshooting help for John Lewis Fibre Broadband customers.

If you can, we recommend you report a problem with your service — this will allow you to report a fault directly to us if one is found. Remember to retry your connection after completing each section. That way if you do fix the problem, you'll know what to do if it happens again in the future.

Once your problem is fixed: It's common to see a temporary drop in speed after fixing a connection problem. If your speeds don't increase after three days, take a look at our Slow speeds guide.

How is your fibre router connected?

My router is connected to a phone socket
My router is connected to an Openreach modem

  1. Check your phone line

    Pick up a telephone handset and check for a dial tone:

    • If the line is noisy or you can't hear a dial tone: Please see our Phone troubleshooting guide and try broadband again when the problem is fixed
    • If the line sounds clear and you can hear a dial tone: Move to step 2

  2. Check that your microfilters are fitted correctly

    Microfilters are used to separate the broadband and telephone signals on your line.

    Unless you have a double master socket, anything connected to your line needs to pass through a microfilter. For more information see our Microfilters guide.

    If you're happy that your microfilters are fitted correctly, all devices are connected via a microfilter and you're still having problems move on to step 3.

  3. Connect your router to the master socket

    If your router isn't connected to the master socket already, move it there now and connect it directly to the socket (no extension cables) via your microfilter.

    Note: if you have a double master socket you don't need to use a microfilter.

    You should find the master socket close to the point where the telephone line enters your property. If you're not sure what this looks like, please see our Master socket guide.

    • This has fixed the problem: Either your extension wiring or something connected to your line is causing the problem. Find out which by checking after plugging each piece of equipment back in. Try replacing your microfilter(s) if you can't find the culprit
    • There's still a problem: Please report your problem

  1. Check your phone line

    Pick up a telephone handset and check for a dial tone:

    • If the line is noisy or you can't hear a dial tone: Please see our Phone troubleshooting guide and try broadband again when the problem is fixed
    • If the line sounds clear and you can hear a dial tone: Check your cables and the connection to your computer

  2. Check your cables and the connection to your computer

    Your BT Openreach modem

    • Check the cable connecting the fibre modem to your master socket is secure at both ends
    • If you're using a data extension cable make sure it's securely connected at the master socket

    Your fibre modem

    • An Ethernet cable should be connected to LAN1 socket on the BT Openreach modem and the yellow WAN socket on your fibre router

    Your computer

    • If you're using a wired connection, make sure the Ethernet cable is connected to the correct socket on your fibre modem and the Ethernet socket on your computer or device
    • If you're using a wireless connection, please see our Wireless connection guide for more help

  3. Restart your equipment

    Restart your modem, router and computer in the order shown below

    • Switch off and unplug the BT Openreach modem from the power socket
    • Switch off the fibre router and your computer
    • Plug in and switch the BT Openreach modem back on and wait until the DSL light turns green. This may take a minute or two. If it doesn't turn green and you've already checked the connections and cables, report your problem
    • Plug in and switch on your fibre router and wait for the Internet light to turn green. This can take up to 15 minutes. If the light turns red, please follow the Factory reset instructions below.
    • Turn on your computer and retest your connection

  4. Factory reset your router

    Use a paperclip, pen or pointed object to press into the reset pin hole on the back of the router. Keep the button pressed in for at least 7 seconds. When the power light turns red, release the button and wait until it turns green again.

    From this point on, your router will be restored to 'Factory Settings' so leave it for 15 minutes before trying to connect again.

What's a double master socket?

A double master socket has two sockets (One for broadband and one for phone). If your master socket looks like this, you won't need to use standard microfilters in other sockets as your line is already filtered.

They look like this:

A double master socket.

Having problems with your broadband connection?

Report a problem with your service. It's faster by text.

Service Status

For full details of our current issues or any maintenance work that could be affecting your service please visit our Service Status site.

Can't find what you're looking for?

If we've not been able to address your query through a support article please contact Customer support for further assistance.

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.