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. Changing password

1. What's in the box?

Check that you've got the following items:

  1. Your Technicolor 582n router
  2. Ethernet cable (yellow ends)
  3. Microfilters
  4. Power supply (two-part)
  5. Internet cable (grey ends)
  6. Setup card
  7. Setup guide (not shown)
The contents of your router pack.
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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, please see our guide to fitting microfilters.

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3. Connect your router

  1. Assemble the power adapter by sliding the smaller three-pin plug onto it until it clicks into place, as shown.

    Once assembled, connect it to the mains and the power socket on the back of the router.

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

  2. Switch the router on using the circular black button next to the power socket (this may be on the left or right side).

    Wait for the power light to turn green before you continue.

    Connect the power supply to the mains and the back of the router. Switch the router on using the black button to the left of the power socket.

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

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

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

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

  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 connection troubleshooting.

    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 Wireless 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. The Broadband light should be green.

If the Broadband light is NOT green, please read our connection troubleshooting guide. 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 a 'Technicolor' login screen
    I see the Broadband Setup page. I see a 'Technicolor' login screen.

    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 print this guide, the further instructions will be shown underneath)

How to setup your router

  1. Enter admin as the Username.

    For the Password enter the SN number shown on the bottom of your router or your setup card (it starts with CP)

    Click OK to continue.

    Enter admin as the Username. For the Password enter the SN number shown on the bottom of your router or your setup card (it starts with CP)

  2. Now you'll need to enter your Broadband Username and password.

    • Find your Broadband Username in My account

    • The password is the one that you use to log in to this website

    Click Connect when you've done this.

    Now you'll need to enter your Broadband Username and password. Click Connect when you've done this.

  3. After about a minute the Internet light on your router will turn green and you'll see Configuration Sucessful. Close your web browser window.

    After about a minute the Internet light on your router will turn green and you'll see Configuration Sucessful. Close your web browser window.

  4. Open a new browser window and you'll see your home page. Congratulations, you're now connected and able to browse the Internet.

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6. 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://192.168.1.254/
  2. Log into your router, by default the username is "admin" and the password is the serial number printed on the bottom of your router
  3. You'll see your router home page. Select "Toolbox" from the menu on the left
  4. Select "User Management"
  5. Click "Change my password"
  6. Fill in your password and click to apply this
  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.