Help and Support

Summary: How to troubleshoot slow broadband speed problems.

Have an issue with your broadband speed? Report a problem with your service. It's faster by text.

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

Before you start troubleshooting, find out how fast your line can go

There's no point in troubleshooting if you're already getting the fastest speed your line can support. Before doing anything else, go to the BT Wholesale Availability Checker and enter your telephone number.

You'll see which exchange you're on and an estimate of the speed your line can support. If you're getting speeds close to the estimate, there's nothing we can do as your line is going as fast as it can.

Now you know how fast your line can go, find out where the problem is

Run a BT Wholesale Speedtest. The results will show your current speed and how your line is profiled.

In order of importance, the figures you should look for are:

  1. DSL connection rate (DOWNSTREAM) - this measures the speed of the connection between your property and the exchange, in normal conditions it should be close to the figure reported by the BT Availability checker
  2. IP profile - this is the fastest speed you can currently get whilst also receiving a stable connection. Normally this will be just under your DSL connection rate
  3. Download speed - the actual speed you're downloading at. In normal conditions this will be close to but never higher than the current IP profile

After running the Speedtest, which of the following problems do you have?

Click on the type of problem you're having and we'll show you what to do.

What to do if your downstream rate is too low

On a stable line the downstream rate should be close to the maximum speed reported by the BT Wholesale Availability Checker. In the event of a problem, the downstream rate will reduce to try and keep your broadband stable.

If you have an issue, report a problem with your service, but we recommend following the advice below first, you might be able to fix it yourself.

Make sure your telephone line is working

You'll see problems with your broadband if the telephone line isn't working properly. Pick up a telephone handset and check for a dial tone:

  • If the line is noisy or you can't hear a dial tone: Report the problem to your telephone provider (if that's us, go to the Telephone troubleshooting guide)
  • If the line sounds clear and I can hear a dial tone: Check that your microfilters are fitted correctly

Check that your microfilters are fitted correctly

Broadband shares the line with your telephone service. Microfilters separate the signals and prevent one from interfering with the other. Subsequently, anything connected to your line needs to pass through a microfilter. If you need help with this, our Fitting microfilters guide will show you how to set them up properly.

If your microfilters are fitted correctly and your downstream rate is still low, connect your broadband to the master socket.

Connect your broadband to the master socket

You should find the master socket close to the point where the telephone line enters your property. If don't know what it should look like, please see our BT master socket guide.

Unplug everything from your line (including set-top boxes, other telephones and all microfilters) and connect your router to the master socket through one microfilter.

  • If the downstream rate increases: Either your extension wiring or something connected to your line is causing the problem. Find out which by checking after plugging each piece of equipment back in. Try replacing your microfilter(s) if you can't find the culprit
  • If the downstream rate remains low: Try a different router

Try a different router

If you can, try a different router or modem on your line.

  • If the downstream rate increases: Your current router is faulty and needs replacing, if you got it from us in the last 12 months, contact us for a replacement, at no cost
  • If the downstream rate remains low: Your current router is fine, please report a problem with your service
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What to do if your IP profile is too low

The IP profile dictates the maximum speed you can download at, it's set at your telephone exchange and will vary according to the condition of your line. In the event of a problem, the downstream rate will be reduced to try and improve stability. When this happens the IP profile will quickly reduce to match. It will only rise if a line remains connected at a higher downstream rate for 2-3 days.

Bearing the above in mind, if your IP profile is considerably lower than your downstream rate, the problem will fix itself within a few days if your connection is stable.

If the problem doesn't fix itself within 2-3 days, your connection is probably dropping. Try troubleshooting for a dropping connection or report a problem with your service.

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What to do if your download speed is too low

In ideal conditions the download speed will be just under the IP profile. If there's a considerable difference and you want to report a problem, report a problem with your service, but we recommend following the advice below first, you might be able to fix it yourself.

Check our Service status posts

If there are problems on our side of the network, we'll post about them on Service status. If a speed affecting problem is open, your speed should improve once it's closed.

Scan your computer for viruses and spyware

Viruses and Spyware can slow down your computer and subsequently your download speeds. There are a number of programs which can help you find and remove these from your system.

Using wireless? Make sure it's working properly

If you're using a wireless network, try connecting with an Ethernet cable. If this improves your speed you should consider changing the position of your router/computers and the channel that your wireless network broadcasts on.

If you can, try a different router or modem on your line. If this fixes the problem, your hardware is faulty and needs replacing (if you got it from us in the last 12 months, contact us for a replacement, at no cost).

Is there a problem at your telephone exchange?

Problems at your telephone exchange can affect your broadband speeds.

If you've followed all the advice here and your speeds are still low, please report a problem with your service to fix the issue

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.