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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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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.

Having problems with your broadband connection?

Use our Broadband troubleshooter to diagnose and fix the problem.

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.