Help and Support

Before you begin

  • Make sure your broadband connection is up and running before you set up your router - we'll contact you (via email and text message if we have your mobile number) when it's ready
  • We recommend leaving your router switched on all the time (even if you're not using it). If you can, connect it to an ununsed power socket and make sure that it won't be switched off with other items
  • Wi-Fi users: try to place your router close to where you'll be using broadband the most. Thick walls, concrete floors and large metal surfaces can affect the wireless signal, so avoid these if you can
  • Your router can get too warm if air can't flow around it. Try to avoid putting it under a desk, on a carpet/other fabric, or behind large objects

  1. Make sure you've got everything

    As well as your router setup guide, you should have each of the following:

    1. ZyXEL VMG8924
    2. Power supply
    3. Internet cable with grey ends
    4. Microfilter
    5. Ethernet cable with yellow ends

  2. What type of master socket do you have?

    Standard master socket or no master socket
    Double master socket

  3. Connect your router to your phone line

    The first thing to do is connect the microfilter directly to the phone socket you're using. If you had to remove something to do this, connect it to the phone socket on the microfilter.

    If you previously had broadband with another provider, please remove all equipment - e.g. you may have an Openreach modem if you've had fibre before, or just a router.

    Next, connect one end of the grey Internet cable to the DSL socket on the back of your router, and the other end to the DSL socket on your microfilter.

    You can use any active socket in your property but we always recommend using the master telephone socket, as it's where you'll get the best broadband speed for your line. If you're not sure where the master socket is, it should be the one closest to where your phone line enters your property. See our Master socket guide if you still need help.

    A note about microfilters

    You'll need to connect a microfilter to each phone socket in use at your property. As well as your phone, sockets can be used by alarm systems, fax machines and digital TV boxes, so make sure you don't miss any.

    • If you need more than one microfilter, you can get them from most electrical stores and supermarkets
    • If you're using a phone line extension cable, only connect a microfilter on one end - not both
    • You can connect two or more telephone devices to one microfilter if you use a splitter
    • Not got enough microfilters? - leave something unplugged until you can get more
    • Not using one of your phone sockets? - no need to connect a microfilter

    For more help with this, please see our microfilters guide.

    Connect one end of the grey Internet cable to the DSL socket on the back of your router, and the other end to the phone socket (it's the smaller of the two).

    You don't need to use the included microfilter as your socket has a filter built in.

  4. Plug your router in and switch it on

    Connect the power cable to the Power socket on the back of your router and the other end to a wall socket.

    Press the power button (marked On/Off) on the back of your router to switch it on. It will click and remain slightly depressed. Wait for the Power and Broadband lights to turn on before you continue.

  5. Connect your laptop, phone or other device to your router

    Wireless connection

    Follow the instructions included with your computer, phone or other device to connect to your router via Wi-Fi. If you need help with this, please see our Wireless connection guides.

    • The Wi-Fi Network (or SSID) you need to connect to starts with ZyXEL and has letters or numbers at the end, e.g. ZyXEL-A1BC
    • Your Wi-Fi password (or key) is 10 characters long and it's case sensitive, so enter it exactly as shown

    You'll find the connection details printed on the back of your router.

    Wired connection

    Connect the Ethernet cable (yellow ends) to any of the four yellow Ethernet sockets on the back of your router.

    Connect the other end of the Ethernet cable to the Ethernet socket on your computer or laptop.

  6. This is the easy part

    Your router needs a few minutes to configure settings and connect to the Internet. This will take about 15 minutes, so why not make yourself a drink while you wait?

  7. All finished

    Once you've finished your drink, just open your web browser of choice (e.g Internet Explorer, Safari, Chrome, Firefox) and you should see your home page.

    If you're having problems after setting up, please see our troubleshooting guides.

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.