Help and Support

Summary: How to troubleshoot a data transfer problem.

Want to report a problem with your broadband? Report a problem with your service if you can get online elsewhere, or give us a call.

Before you do, we recommend following the troubleshooting advice on this page. You might be able to fix the problem yourself.

  1. Confirm that your computer is connected to your router
  2. Test the connection between your computer and router

1. Confirm that your computer is connected to your router

If both the Broadband and Internet lights are ON this means that your router is connected to the internet, but something is stopping data from reaching your computer.

The first thing to check is that your computer reports a connection to the router. Click on your operating system for further instructions.

How to check your router connection on Windows

  1. Go to the Start Menu and choose Control Panel
  2. In the Control Panel, choose Network Connections
  3. Here you'll see the current status of the connection between your router and computer.
Windows XP - Network Connections

The picture above shows a connected icon, a disconnected icon and a disabled icon (the names of the connections may be different on your computer).

  • If your network icon is disconnected: Make sure that your computer and router are connected (check the cables or your wireless setup depending on how you connect)

  • If your network icon is disabled: right click on it and choose enable to fix the problem

  • If your network icon is connected: the next step is test the connection between your computer and router, close this pop-up and go to section 2 of the guide

How to check your router connection on Apple OS X

  1. From the Apple menu, choose System Preferences.
  2. Select the Network icon (it's under Internet and Network)
  3. This step will differ depending on the version of OS X you use:

    • OS X 10.4: Choose Network Port Configurations from the Show Menu

      OSX 10.4 Network Menu

    • OS X 10.5 and above: Click the Cog icon underneath the list of connections on the left and choose Set Service Order

      OSX 10.5 Network Configuration
  4. Make sure your connection type is at the top of the list (drag it up with the mouse if you need to) and the box next to it is ticked, click Apply Now to return to the network screen.
  5. This step will differ depending on the version of OS X you use:
    • OS X 10.4 and below: Choose your connection type from the Show list. On the screen that appears make sure Configure IPv4 is set to Using DHCP. If you have to change anything click Apply Now
    • OS X 10.5 and above: Click on your connection type from the left menu (it should be at the top) and click Advanced. On the screen that appears make sure Configure IPv4 is set to Using DHCP. If you've had to change anything click Apply Now

  6. If your Mac connects via wireless, click on the wireless icon on the top bar.

    Wireless Networks OSX
    • Make sure that Airport is shown as ON and you can see your wireless network in the list with a tick next to it

    • The next step is to test the connection between your computer and router

      Close this pop up window and go to step 2 of this guide (Test the connection between your computer and router).

2. Test the connection between your computer and router

Firstly, if you use a firewall, turn it off for a few minutes. If this fixes the problem then check through your firewall rules and remove the entry that's causing problems or just reinstall it. Otherwise continue through this guide.

Open your web browser (ignore any error messages the browser shows you) and type your routers IP address into the address bar. This varies between models but is usually along the lines of http://192.168.X.X. For Thomson & SpeedTouch routers, the address is http://192.168.1.254/. Check the instructions if you don't know the address for your router.

Type your the router IP address into the address bar

When you've entered the address you should be taken to the routers admin page.

The admin screen loads

If you can get this far then your computer is connected to the network and can talk to your router.

Enter http://212.58.251.195/ into your browsers address bar and it should load up the BBC website.

The BBC site loads

  1. You have a DNS problem. If you use a firewall make sure that it's not blocking DNS traffic.
  2. Use our DNS setting guides to make sure your machines are set to use the correct addresses.
  3. If that doesn't help, perform a factory reset on your router and set your connection up again.
  4. If you have one handy, see if the same thing happens when using a different router.
  5. If you still have problems, report the problem to us and we'll look into it for you.

The BBC site doesn't load

  1. Your computer can't send any data through your router to our network.
  2. If you use a firewall, turn it off for a few minutes and try http://212.58.251.195/ in your address bar again.
  3. If you have one handy, see if the same thing happens when using a different router.
  4. If that doesn't work, do a factory reset on your router and set up your connection again.
  5. If you still have problems, report the problem to us and we'll look into it for you.

The admin screen doesn't load

  1. This means that the problem lies with the connection between your computer and router. The computer can see your network but it can't send data through it.
  2. This will either be a problem with the router or your computers software.
  3. If you use a firewall, turn it off for a few minutes and try to browse the web again. If this fixes the problem then check through your firewalls rules and remove the entry that's causing problems, or just remove and reinstall the whole program.
  4. If your connection continues to fail, perform a factory reset on your router and set up your connection from scratch.
  5. If you have one handy, see if the same thing happens when using a different modem or router.
  6. If you still have problems, please report a problem with your service or give us a call

Back to Top

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.