Help and Support

How to set up your broadband router

  1. Be patient

    Wait until your broadband account is activated before you attempt to set up your router. If you're replacing an existing John Lewis router, you can get started straight away.

  2. Select your phone socket

    There are two kinds of phone socket you might find in your home. Click on the image below that looks like yours.

    Standard master socket
    Standard master socket or no master socket
    Double master socket
    Double master socket

  3. Connect your router to your phone line

    Router connections

    If your socket looks like this, you'll need to use the microfilter that's included in your pack. Plug one end into your phone socket and connect the other to your grey internet cable.

    There are a few things you should know before using a microfilter:

    • Try not to use an extension cable. If you must, only connect the microfilter to one end.
    • Don't connect two microfilters together.
    • You can connect two or more phones to one microfilter, but only if you use a splitter.
    Router connections

    If your socket looks like this, connect your grey internet cable directly into it. You don't need to use a microfilter.

  4. Plug your router in and switch it on

    Router power connection

    Plug the power cable into the back of your router. It fits in the hole on the far right.

    Put the grey internet cable into the socket on the far left of your router.

    Connect the power cable to a plug and turn it on. Press the power button on the back of your router. The internet light should come on after a couple of minutes.

    Router status lights

  5. Wait for up to 15 minutes

    Wait 15 minutes

    After you've turned your router on, you'll need to wait up to 15 minutes to let things sort themselves out.

    Don't try and use the internet during this time, even if the internet light is green. Just sit back and wait.

    After 15 minutes is over, you should be good to go.

  6. Connect your devices

    Choose the kind of connection you want to make.

    Ethernet cable
    Ethernet
    WiFi logo
    Wi-Fi

  7. Wired Connections

    Plug one end of your yellow Ethernet cable into one of the yellow sockets on the back of your router.

    Plug the other end into your device's Ethernet socket. On computers you'll usually find this on the back or side, often marked 'LAN'.

    You should see one of the LAN light on the front of the router turn green.

    Connect router via Ethernet

  8. WiFi Connections

    Click the WiFi icon on your computer, or find it in the settings of your mobile device.

    Select your WiFi network from the list of available options. You'll see what yours is called on the back of your router.

    Enter your Wireless Key. You'll find this on the back of your router too.

    To connect devices using WPS, follow their specific instructions and hold down the WPS button when prompted. The WLAN and WPS lights will flash orange, then stop when your device is connected.

    WiFi devices

  9. Any problems?

    If something isn't working as it should, take a look at our troubleshooting guides for tips on fixing common issues.

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.

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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.