Help

19

What to do if you’re using your own router and have a problem

If you aren’t using a BT Home Hub and have a connection problem, follow the

troubleshooting advice below.

Please check the information supplied with your equipment – there may

be a troubleshooting section. Your router’s lights can often also help you

identify a problem. If you’re online and need help and advice, please go to

www.bt.com/broadband/help

or your router manufacturer’s web site. If you’re

connecting your router to BT Total Broadband for the first time, see page 23.

The following tips may also help:

•

try restarting your router and computer – this fixes most connection problems

•

make sure all cables are fitted correctly and plugged in securely

•

make sure you’ve ADSL filters fitted to all the phone sockets on the

broadband line

•

try swapping the ADSL filter your router is plugged into with another, in case

the filter is faulty

•

if you’re using an extension socket, check that it’s working, i.e. plug a phone

into the phone socket of the ADSL filter and listen for a dial tone

•

if you’re using an extension lead or extension socket, try connecting your router

to the main socket. If this works, it may mean you’ve a problem with your

extension wiring or extension lead

•

if you’re using wireless, try moving your computer closer to the router

•

try changing the position of the router aerial (if fitted)

•

make sure the computer and router aren’t close to large electrical appliances

•

try changing wireless channels (see your router instructions to find out how to

do this)

•

if you’re using a firewall, check it’s not blocking your browser’s connection to

the internet. Try temporarily turning off your firewall and then restarting your

browser. If you can now access the internet, there is a problem with your firewall

settings. To fix this problem, see your firewall’s help information

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Help

Or, if you’ve a BT Home Hub available, you could disconnect your existing

equipment and try using your BT Home Hub (see your

Quick Start

guide).

If you’re still having problems, call 0800 169 0199 to check service status.

If service status for your area is okay:

•

for router problems, contact your router manufacturer. See your router

instructions for contact details

•

for broadband line problems, call the 24-hour BT Total Broadband helpdesk on

0800 111 4567 (please make sure you’re at your computer, and that it’s turned

on, when you call). Please note: we can provide support only for equipment

provided by BT. If you’d like support for your own equipment, consider our

BT Home IT Support service – see page 36

General questions

Use this section to find answers to common questions about connection problems.

Q

I want to replace my existing BT Home Hub, BT Voyager or other

modem/router with my new Hub. What do I do to set up?

To replace:

•

an existing BT Home Hub, go to

A

•

an existing BT Voyager router, go to

B

•

another modem/router, go to

C

A

Replace an existing BT Home Hub

1

Make a note of any changes you’ve made to your Hub Manager settings before

unplugging your existing Home Hub, as you’ll need to make these changes

again with your new BT Home Hub. If you aren’t sure what this means, don’t

worry! Just go to the next step.

2

Turn off your Home Hub at the mains power socket and unplug the power cable.

Help

21

3

Unplug the Broadband cable (grey ends) from your Home Hub’s broadband

socket as well as from its ADSL filter (you can leave the filter plugged into its

phone socket for the moment).

4

If your Home Hub’s connected using either an Ethernet cable (yellow ends) or

USB cable (blue ends) – unplug it. If your Home Hub’s connected using wireless,

we’ll show you how to sort this out later.

5

Set aside this old Home Hub and the cables you’ve just unplugged.

6

Follow the

Quick Start

guide in your welcome pack to set up your new

BT Home Hub.

Here’s a checklist of other things to do once you’ve got your new BT Home Hub up

and running:

•

if you use BT Broadband Talk, its number should’ve automatically transferred

to your new Hub during set-up – your Hub’s Phone light will glow steady

blue to confirm this. If it isn’t glowing blue within a few hours, you can set up

BT Broadband Talk again yourself. To find out how to do this, please go to

www.bt.com/bbt

•

if you’re using BT Hub Phones, you’ll need to pair these to your new Hub.

See page 7 or, for more detail, your BT Hub Phone User Guide. There’s a copy of

this guide at

www.bt.com/setup/userguides

•

if you connect any devices to your Hub using wireless, you’ll need to set these up

again using your new Hub’s wireless network name and key. Please see page 26

•

if you’re a member of BT FON, simply opt out and opt in again. Please go to

www.btfon.com

•

you may also now want to redo any changes you made in Hub Manager.

See page 39

If you’ve received your new Hub as a replacement for a faulty one, please return

the faulty one together with its power cable using the returns envelope sent with

the replacement.

For information on disposing of electrical equipment, see page 35.

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Help

B

Replace an existing BT Voyager router

1

Turn off your router at the mains power socket and unplug its power cable.

2

Unplug the DSL cable from your router’s DSL socket as well as from its ADSL

filter (you can leave the filter plugged into its phone socket for the moment).

3

If fitted, unplug the ‘phone line’ cable and any telephone from your router

(Voyager 220v and 2500v only).

4

Unplug the Ethernet or USB cable from your router.

5

Set aside this old Hub and the cables you’ve just unplugged.

6

Follow the

Quick Start

guide in your welcome pack to set up your new

BT Home Hub.

For information on disposing of electrical equipment, see page 35.

C

Replace another modem/router

If your computer has a built-in modem or router, unplug the cable between your

computer and the phone socket.

If your computer connects to a separate modem/router:

1

turn off your modem/router

2

unplug any cables between your modem/router, computer, the phone socket

and the mains power socket. You can leave any ADSL filters in phone sockets

3

set aside the old modem/router and cables

4

follow the

Quick Start

guide in your welcome pack to set up your new

BT Home Hub

For information on disposing of electrical equipment, see page 35.

Help

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Q

I want to continue using my existing modem/router. What do I

need to do to connect to BT Total Broadband?

We recommend that you use the BT Home Hub to get the most out of your BT Total

Broadband service. However, if you’re going to be using another type of modem or

router, please follow its set-up instructions.

You may need the following information:

Connection, PPP or username:

Password:

None required

*

Encapsulation:

PPPoA or PPP over ATM

Multiplexing:

VC-based or VC Mux

VPI/VCI:

0/38

Once you’ve successfully connected to the internet, you’re ready to continue your

set-up and explore BT Total Broadband’s great features, including security, email

and more. Please go to

www.bt.com/setup/start

For information on disposing of electrical equipment, see page 35.

* The BT Total Broadband network doesn’t need a connection password. However, some routers do require one. If you’re

asked for a password, just enter ‘password’ and confirm, as required.