Help and Support

Here we'll explain the differences between your account, email and broadband usernames and when and where you'll need to use them.

  1. Your username and password
  2. Your username and password for email
  3. Your broadband username and password
  4. Still having problems?

1. Your username and password

When will I need them?

  • When logging into My account and the John Lewis Broadband website
  • If you need to call Customer support we'll ask for your username and part of your password to us find your account and identify you

What are they?

You chose them when you signed up to John Lewis Broadband.

  • Your Username is between 5-16 characters and contains only letters and numbers. The first two characters are always letters
  • Your Password is between 8-16 characters and may contain letters (upper and lowercase), numbers and the following symbols: . / : ; > = < ? @ [ ] ^ _ ` { | } ~

I'm still not sure what they are

  • Forgotten your username?
    Check any of the emails we've sent to your contact address, your username should be near the top. If you don't have access, give Customer support a call and we'll be happy to help

  • Forgotten your password?
    Fill out the forgotten password form and we'll send you a reminder (you'll need to know your username or contact email address)

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2. Your username and password for email

When will I need them?

You'll need them to collect your John Lewis Broadband email.

What are they?

  • Your email username is your John Lewis Broadband email address and your password is your standard password.

I don't know what my email address or password are

You can confirm what your email address is in the Account summary section of My account.

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3. Your broadband username and password

When will I need them?

You probably won't, our routers set themselves up (all you need to do is plug them in). We're listing this here because you'll need them if you're setting up your own router.

What are they?

  • Your broadband username is made up of your account username, plus an extra bit on the end. This is called the 'realm'. The realm will vary depending on the provider you signed up with (John Lewis Broadband, Greenbee Telecoms or Waitrose.com)

    Let's say your account username was username (it could be johnsmith, joebloggs or whatever you've chosen as your account username). Your broadband username would look something like this: username@john-lewis.com (If you've switched your broadband service from Greenbee, your realm will be greenbee-broadband.com or greenbee.com. If you've switched your broadband service from Waitrose, your realm will be waitrose.com or waitrose-broadband.com)

  • Your broadband password is the same as your account password

I'm still not sure what they are

  • Forgotten your broadband username?
    Find it in the Account summary section of My Account.

  • Forgotten your broadband password?
    Remember, it's the same as your account password. Fill out the forgotten password form and we'll send you a reminder (you'll need to know your account username)

If you're still having trouble, give Customer support a call.

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4. Still having problems?

If you're still having trouble after reading this guide, give Customer support a call and we'll be happy to help.

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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.