Help and Support

Before you get started

  • See our Fibre FAQs if you have any questions about John Lewis Fibre Broadband and how it's installed

  • If you have any problems, please see our Netgear WNR1000: Troubleshooting guide before contacting us

  • Your router and BT Openreach modem can get too warm if air can't flow around them. Try to avoid putting them under a desk, on a carpet/other fabric, or behind large objects

  • We recommend leaving your router and BT Openreach modem switched on all the time (even if you're not using them). If you can, connect it to an unused power socket and make sure that it won't be switched off with other items.

  1. What you'll need to get connected
  2. Connect your router
  3. Connect your computer
  4. Get online
  5. Changing password

1. What you'll need to get connected

  1. Your Netgear WNR1000 router
  2. Ethernet cable (yellow ends)
  3. Power supply
  4. BT Openreach modem
  5. Fibre master socket

The BT Openreach Modem and Fibre master socket
are supplied and fitted by the BT engineer who
installs your service.

What you'll need to get connected
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2. Connect your router

When the engineer has finished the installation you can start setting up your router.

If you haven't done so already, now is a good time to switch off and unplug your old broadband router and put it to one side. You can also unplug any microfilters you were using (your new master socket has a built in filter, so you won't need them anymore).

  1. Plug the power cable into the back of your router and connect the other end into a power socket.

  2. Connect the Ethernet cable (yellow ends) to the LAN 1 socket on the BT Openreach modem.

    Connect the Ethernet cable (yellow ends) to the LAN 1 socket on the BT Openreach modem.

  3. Connect the other end of the Ethernet cable to the yellow Ethernet socket on the back of your router.

    Connect the other end of the Ethernet cable to the yellow Ethernet socket on the back of your router.

  4. Press the black power button on the back of your router to switch it on.

    Wait for the Power light on the front of your router to turn green before you continue (this should take about a minute).

    Press the black power button on the back of your router to switch it on. Wait for the Power light on the front of your router to turn green before you continue (this should take about a minute).

3. Connect your computer

When setting up for the first time, we think it's easier to use the Ethernet cable. This way you can make sure everything is working and you'll be online in no time.

If using the Ethernet cable isn't convenient or you'd prefer to use wireless right away, please see our Wireless connection guides (remember to return here and follow part 4 when you're done!)

How to connect using the Ethernet cable

  1. Plug an Ethernet cable into one of the 4 Ethernet sockets on the back of your router.

    Plug an Ethernet cable into one of the 4 Ethernet sockets on the back of your router.

  2. Plug the other end of the Ethernet cable into your computer's Ethernet socket. The Ethernet light on the router will turn green or flash.

    Your computer is now connected to your router, please go to part 4.

    Plug the other end of the Ethernet cable into your computer's Ethernet socket. The Ethernet light on the router will turn green or flash. Your computer is now connected to your router, please go to part 4.

4. Get online

You're nearly there! At this point your router should be plugged in, switched on and connected to your telephone line and computer. The Broadband light should be green.

If the Broadband light is NOT green, please read Fibre troubleshooting. When the Broadband light turns green, please return to this guide and follow the next steps.

  1. Make yourself a tea or coffee and don't touch your computer or router for 15 minutes.

    (Don't try to use the Internet while you're waiting, as your router might still be setting itself up)

  2. After 15 minutes, open your computer's web browser (e.g. Internet Explorer, Safari or Firefox).

    • And that's it. You should see your web browser's home page - congratulations! You're now connected and able to browse the Internet

    • If you didn't see your home page, you'll probably see one of the screens below:

    I see the Broadband Setup page I see an error page
    This is the Broadband Setup page, enter the username and password you log into this site with and click Go. I see an error page when I open my web browser.

    Enter your Account Username and password (the ones you use to log into this site), choose your provider and press Go.

    You'll see a confirmation screen shortly afterwards and you'll be able to start browsing.

    For details of your John Lewis Broadband username and password, please check the email or letter we sent you when you signed up.

    Your username if you've moved from Greenbee or Waitrose Broadband

    Your username if you've moved from Greenbee or Waitrose broadband

    Your username won't change. It'll look like one of the examples shown below.

    Greenbee

    Your username will look like <your username>@greenbee.net (e.g. smith@greenbee.net).

    Waitrose

    Your username will look like <your username>@waitrose.com (e.g. smith@waitrose.com).

    Please click here for further instructions.

    (If you have printed this guide, the further instructions are shown underneath)

How to setup your router

  1. Go to www.routerlogin.net (or 192.168.1.254 if that doesn't work).

    You'll be asked for a username and password. The username is admin and the password is password.

  2. If you see the message below, ignore it and click OK (you're not connected to the Internet yet)

  3. You'll now see the Basic Settings screen:

  4. Select Yes under Does Your Internet Connection Require A Login?

  5. This will allow you to fill in the section below:

    • In the Login box, enter your Broadband Username (find it in My account if you're not sure what this is)
    • In the Password box, enter your account password (it's the one you use to log in to this website)
    • Leave Service Name blank
    • Change Connection Mode to Always On

  6. When you've completed the above, click Apply to save the settings. This will take about a minute.

  7. After saving the settings, you'll be taken back to the Basic Settings screen. You can now close your web browser.

  8. When the Internet light on your router turns green, you're connected to the Internet. Open your web browser again and you should see your home page.

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5. Changing password

If you update your password whilst your router is offline, you'll need to set your router's password manually. Here's how you can do it.

  1. Start your web browser and go to the address http://192.168.0.1/
  2. Log into your router, by default the username is "admin" and the password is "password"
  3. Select the "Basic Settings" option from the left hand menu
  4. Locate the section under "Does Your Internet Connection Require a Login"
  5. Update your password in the password field
  6. Click the apply button towards the bottom of the page
  7. Your password change is now complete

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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.