Help and Support

  1. In Outlook 2010, go to the File tab, make sure Info is selected from the left menu and select Account Settings.

    In Outlook 2010, go to the File tab, make sure Info is selected from the left menu and select Account Settings.

  2. Select the email account you want to check or edit and click Change...

    Select the email account you want to check or edit from the list and click Change...

  3. You'll now see the Internet E-mail Settings screen. From here you can check and edit any of the settings for your email account (look below the screenshot if you're not sure what the settings should be).

    You'll now see the Internet E-mail Settings screen. From here you can check and edit any of the settings for your email account (see below the screenshot if you need help with this).
    • Your name: This should be your name (or the name you'd like people to see when you send them email)
    • Email address: This should the John Lewis Broadband email address you're editing
    • Account type: This will either say POP3 or IMAP (this setting can only be chosen when setting an account up)
    • Incoming mail server: For POP3, this needs to be mail.johnlewisbroadband.com, for IMAP this needs to be imap.johnlewisbroadband.com
    • Outgoing mail server (SMTP): This should be relay.johnlewisbroadband.com
    • Username & password: Make sure you've entered the username and password for the email address you're setting up (I don't know what these are)
    • More settings: Clicking this will allow you to check and edit the advanced settings for your email account (click here to find out more)

    When you've finished editing the settings, click Next.

  4. Outlook will now test the settings you've entered. Click Close when the test is finished.

    • If the test is successful, click Finish and you're done!
    • If the test fails you'll be taken back to the Internet E-mail Settings screen (step 3) to fix the problem

  5. That's all you need to do. If you have any questions about your email service or you experience any problems, please contact Us.

Your email username and password

Your username is your email address and your password is the one you log in to this website with.

More Settings for your Outlook 2010 Email account

The advanced settings for your email account are split between four tabs: General, Outgoing Server, Connection and Advanced.

The advanced settings for your email account are split between four tabs: General, Outgoing Server, Connection and Advanced.

Below we'll explain what you can edit under each tab.

If you make any changes that you want to keep, click OK to close the window.

General

On this tab you'll see the name of the account holder and email address.

Make sure these are entered correctly. You can leave the Reply E-mail and Organization fields blank unless you have reason not to.

The General Tab

Outgoing Server

Here you can switch on SMTP authentication. If you want to do this, please see our Outlook 2010 SMTP authentication guide.

The Outgoing Server Tab

Connection

Use this tab to configure how Outlook 2010 connects to the internet. Unless you use different connection types (e.g. dial-up or mobile dongles), you should leave this set to Connect using my local area network (LAN).

The Connection Tab

Advanced

Unless you want to change the length of time messages are stored on our servers after downloading, you shouldn't need to alter the settings on this tab.

If you're using IMAP (rather than POP3), the Incoming server port number will be 143, otherwise your settings should match the screenshot below.

The Advanced Tab

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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.

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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.