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Help and Support

Email virus protection

These FAQs contain answers to some of the most commonly asked questions about our Anti Virus Filter.

  1. What does the Anti Virus Filter do?
  2. How will I know if an email has been quarantined?
  3. Who can use the Anti Virus Filter?
  4. Is the Anti Virus Filter as secure as commercial virus checking software?
  5. Is the Anti Virus Filter compatible with my computer?
  6. How do I release a quarantined email?
  7. Does the Anti Virus Filter scan incoming and outgoing mail?

1. What does the Anti Virus Filter do?

Our Anti Virus Filter scans messages sent to John Lewis Broadband email addresses. If a virus is found, it will be quarantined before it ever reaches your inbox.

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2. How will I know if an email has been quarantined?

When something is quarantined, we'll send an email to let you know.

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3. Who can use the Anti Virus Filter?

All John Lewis Broadband accounts have access to the Anti Virus Filter.

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4. Is the Anti Virus Filter as secure as commercial virus checking software?

We update the virus definitions regularly, so your email will always be protected from the latest threats. Unfortunately, it's never possible to guarantee viruses won't get through our scanners, so always be careful when dealing with unexpected attachments, especially if you don't know the sender.

You should also keep in mind that email isn't the only way that computer viruses spread, so it's still a good idea to install antivirus and firewall programs on your computer too.

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5. Is the Anti Virus Filter compatible with my computer?

Yes. Emails are scanned before they reach your inbox, so it doesn't matter which operating system you use.

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6. How do I release a quarantined email?

All you need to do is reply to the quarantine notice within 7 days of receiving it.

When we receive your reply we'll release the quarantined message and send it to your inbox.

If this doesn't work, it may be because your email program is not including the original message in your reply. In this case, copy and paste the text of the alert email into a new email and send it to - unquarantine@quarantine.johnlewisbroadand.com

If you continue to have trouble, Contact Us and report the problem to Customer support.

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7. Does the Anti Virus Filter scan incoming and outgoing mail?

No, the Anti-Virus Filter only covers incoming email.

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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.

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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.