Cookies on the John Lewis Broadband website

We use cookies so that you get the best experience on our website. They'll remember your settings, improve social media features and make sure you get personalised offers.

You can accept all cookies, or choose which ones you're happy for us to use. You can change these at any time.

We’re refreshing a few things

On 7th October 2020, your broadband and line rental price will increase by 1.5%. We're also changing your terms, so that annual CPI price increases will apply to your broadband and line rental price from June 2021.

More about our Pricing and Terms changes

Help and Support

  1. If this is the first time you've opened Thunderbird, the Mail Account Setup window will appear automatically (continue to step 2).

    Otherwise, go to File on the top bar and select Mail Account.

    Go to File on the top bar and select Mail Account.
  2. Fill in your name, email address and password. If you need help with these, there's more information below the screenshot.

    Fill in your name, email address and password. If you need help with these, there's more information below the screenshot.
    • Your Name: Enter your full name (or the name you'd like people to see when you send them email from this account)
    • Email Address: Enter the John Lewis Broadband email address you're setting up
    • Password: Enter the password for the email address you're setting up (I don't know what this is)

    When you've done this, click Continue.

  3. Now Thunderbird will try and detect your mail settings. This won't work so you'll need to enter them yourself (see below the screenshot if you need help with this).

    Now Thunderbird will try and detect your mail settings. This won't work so you'll need to enter them yourself (see below the screenshot if you need help with this).
    • Username: Enter the username and password for the email address you're setting up (I don't know what these are)
    • Incoming: Enter mail.johnlewisbroadband.com (or imap.johnlewisbroadband.com if you want to setup an IMAP account) (I don't know what to choose)
    • Outgoing: Enter relay.johnlewisbroadband.com (if you've set up a John Lewis Broadband email account before you'll be able to choose it from the dropdown list)

    When you've finished, click Re-test Configuration.

  4. Thunderbird will take a minute to check the settings you've entered.

    Thunderbird will take a minute to check the settings you've entered.
    • If your settings are correct, it'll say The following settings were found by trying common server names or Thunderbird has found the settings for your account, click the Create Account button and move to the next step
    • If there's a problem, make sure your settings match the screenshot in step 3 and click Re-test Configuration
  5. You'll see a warning screen like the one below, unfortunately our mail servers don't support encryption (we're looking into launching this feature) so to continue you'll need to tick I understand the risks and click Create Account.

    Unfortunately our mail servers don't support encryption (we're looking into launching this feature) so to continue you'll need to tick I understand the risks and click Create Account.
  6. Click Tools on the top bar and select Account Settings.

    Click Tools on the top bar and select Account Settings.
  7. Select Outgoing Server (SMTP) on the left hand menu, choose the default SMTP account (relay.johnlewisbroadband.com) and click Edit on the right hand side.

    Select Outgoing Server (SMTP) on the left hand menu, choose the default SMTP account (relay.johnlewisbroadband.com) and click Edit on the right hand side.
  8. Make sure the settings match those shown underneath the screenshot.

    Make sure the settings match those shown underneath the screenshot.
    • The Server Name should be relay.johnlewisbroadband.com and the Port should be 25
    • Make sure Connection Security is set to None
    • Change Authentication method to No authentication (this will grey out the User Name box, so you can't edit it)

    Click OK once you've finished entering these details.

  9. That's everything you need to do, click OK again to finish.

    Click Get Mail and your email will be downloaded to your Inbox.

That's all you need to do.

Your email username and password

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

Should I choose POP or IMAP?

It's up to you! Below are the main differences between the two.

If you're not sure what to choose, go with POP. It's widely used and suitable for most peoples needs.

POP IMAP

Everything sent to your email address is stored on our mail system until you connect and download it with Mozilla Thunderbird 3.

As messages are downloaded to your computer, they are removed from our mail system. After downloading, messages are stored on your computer until you delete them.

With POP, your messages are kept in one place and you can read messages (that you've already downloaded) when you're not connected to the internet.

Everything sent to your email address is stored on our mail system until you delete it. For this reason, IMAP is better if you need check your mail from other computers or devices.

Any changes made to your messages (moving them between folders, marking them as read, deleting, etc) will be seen immediately on every computer or device that you check your email with.

As your messages are kept on our mail system, you'll need to be connected to the internet to read them.

Back to Top

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.