Help and Support

Before you get started

  • 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
  • Broadband works best when your router is connected to the master telephone socket (it's usually the one closest to where your phone line enters your home)
  • 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
  • If you're going to use wireless, try to place your router close to where you'll be using broadband the most. Thick walls, concrete floors and large metal surfaces can weaken the wireless signal, so try to avoid these where possible
  • We recommend leaving your router switched on all the time (even if you're not using it). 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's in the box?
  2. Connect your microfilters
  3. Connect your router
  4. Connect your computer
  5. Get online
  6. Troubleshooting

1. What's in the box?

2. Connect your microfilters

Microfilters already plugged in? Go to part 3 and connect your router.

Plug a microfilter into each telephone socket you use in your property. If you had to unplug something you can plug it back into the Phone socket of the microfilter.

Phone sockets can be used by phones, alarm systems, fax machines and digital TV boxes, so make sure you don't miss anything out. Microfilters are essential for keeping your phone and Internet services from interfering with each other. Without microfilters you'll see poor speeds and connection drops.

  • You can use a microfilter before or after an extension lead, but not both
  • You can connect two devices to one microfilter if you use a phone adapter
  • If you need more microfilters, you can get them from most electrical stores and supermarkets
  • Don't plug a microfilter into the socket of another microfilter

For more help with this, please see Guide to fitting Microfilters.

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3. Connect your router

  1. Extend the feet on the bottom of the router and make sure it's steady when you stand it up.

    Extend the feet on the bottom of the router and make sure it's steady when you stand it up.

  2. Assemble the power adapter by sliding the three pin plug onto the main unit until it clicks into place.

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

    If you've received a 2-part power supply (as shown below), clip the pins onto the adapter.

  3. Plug the Internet cable into the ADSL socket on the back of the router.

    Plug the other end of the cable into the DSL socket on the back of the router.

  4. Plug the Internet cable (grey ends) into the microfilter socket marked DSL

    Plug the Internet cable into the ADSL side of your microfilter.

  5. The Broadband light will flash, wait for it to turn green before you continue (this can take up to 5 minutes).

    If the Broadband light doesn't turn green, please see our Connection troubleshooting guide.

    Wait till the Broadband light turns green.

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4. 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 Wi-Fi connection guides (remember to return here and follow part 5 when you're done!)

How to connect using the Ethernet cable

  1. Plug the Ethernet cable (yellow ends) into one of the 4 yellow Ethernet sockets on the back of your router.

    Plug the yellow Ethernet cable into one of the 4 available Ethernet sockets on the back of your router, you'll see the corresponding light turn green as shown below.

  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 5.

    Plug the other end of the Ethernet cable into your computer's Ethernet socket.

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5. 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 or device.

If the Broadband light is NOT green, please see our Connection troubleshooting guide. When the Broadband light turns green, remember to 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

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6. Troubleshooting

If you're having problems connecting, look at the lights on the front of your router and follow the appropriate instructions.

If the Broadband light on the router is flashing

This means there's a problem with your broadband signal. If you're setting up for the first time, make sure we've confirmed that your broadband service is ready. If it is, check your microfilters and the connection between the router and your phone socket. If the Broadband light won't stop flashing, please follow the steps in our Connection troubleshooting guide.

If the Broadband and Internet lights are green but you see a 404 error message

This means that your router is connected to the Internet but your computer or device is not connected to the router. Check and follow the connection instructions in step 4 (for wired connections) or our Wi-Fi connection guides and try again.

If the Broadband and Internet lights are green but you can only access the 'Broadband Setup' page

I see the Broadband Setup page.

This means that you've set everything up correctly but your router hasn't finished the easy setup process. Follow the steps shown below to get connected.

  1. If you're setting up for the first time (or following a factory reset), close your web browser and try again in 15 minutes.
  2. If you're still seeing this screen after 15 minutes, enter your Account Username and password (the ones you use to log into this site).
  3. Check your Provider in the drop-down list and change it if you need to.
  4. Click Go - after a few minutes you'll see a large green tick, which means you're connected to the Internet.

Your Account 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).

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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.