Learn about…

9

BT Broadband Talk phones

You can buy a BT Hub Phone at

www.bt.com/shop

. If you already have a BT Hub

Phone, see

www.bt.com/setup/hubphone

for help with connecting it to your Hub.

If you’d prefer to use a standard touchtone phone, see

www.bt.com/setup/talk

BT Broadband Talk phone number and password

We sent your phone number and password for BT Broadband Talk if you ordered

this service when you ordered BT Infinity.

If your Hub’s Phone light’s blue, you can also find your BT Broadband Talk phone

number using Hub Manager – see page 38. Or simply call your mobile, using a

phone connected to your Hub, and note the number that’s displayed! For your BT

Broadband Talk password, please go to

www.bt.com/broadbandtalk/youraccount

and click the

Forgotten password

link.

If you still can’t find your BT Broadband Talk phone number or password, please call

us on 0800 111 4567.

Need some help?

For help and support, please go to

www.bt.com/broadbandtalk/help

If your broadband connection isn’t working, BT Broadband Talk will also stop.

Try opening your web browser to check the connection. For help with fixing a

connection problem, please go to page 12.

If your connection is working, but BT Broadband Talk isn’t, try restarting your Hub.

Simply press and release the

Restart

button on the side of your Hub. Restarting is

likely to fix most BT Broadband Talk connection problems.

For more information on BT Broadband Talk, go to

www.bt.com/setup/talk

Please note

: if you don’t use your BT Broadband Talk account for 90 days

(to make or receive phone calls), we’ll contact you to tell you the account

will be stopped. To start using the service again, you’ll need to order a new

BT Broadband Talk account. You can order online at

www.bt.com/bbtalk

(please allow at least five days for your order to be completed).

10

Learn about…

Broadband speed

Broadband speeds vary from home to home and can go up and down throughout

the day.

The maximum speed your line can support depends on a number of factors, the

main one being how far you live from your street cabinet. You can find out more

and check maximum download speeds at

www.bt.com/broadband/speedtest

With BT Infinity and your BT Home Hub, you may decide to add a number of

services to your home network. These, along with your other online activities –

such as surfing, watching online video, gaming online or downloading files – could

leave you with a busy broadband line!

When you have too many things happening at once, the speed or quality of service

you receive may be affected. If this happens, you may notice slower download

rates and interruptions to streaming services, such as online videos or phone calls.

This is normal and not a fault with your service but, to help fix this, simply reduce

the number of things happening at the same time over your broadband line.

If you’re having speed problems, go to

www.bt.com/help/infinity

Please note: if it’s

less than ten days

since you first connected your Hub to

broadband, please wait a little longer before checking your speed. To make

sure you receive the fastest, most reliable service possible on your line, we’ll

remotely test it for up to ten days after you first connect your Hub. This may

occasionally interrupt your service and cause your speed to vary. This is normal,

and your speed will settle down after ten days.

If you use an online speed checker to test your broadband speed within these

ten days, it may give you an inaccurate and misleading result.

Help

11

Help

Use this section to find out how to get lots of help online or if you need

some help fixing a connection problem.

Use this section to find help with your service

Page

Online help

11

Connection troubleshooting

12

Troubleshooting the Openreach modem

19

General questions

22

BT Home IT Support

34

Billing enquiries

34

Online help

Find out what’s included in your BT Infinity service and how to set up features such

as email, security, your Home Page and web space at

www.bt.com/infinity/start

If you’ve got a question, it may have been asked before. Search our frequently

asked questions online at

www.bt.com/help/infinity

If you can’t find what you’re looking for, maybe someone else who uses BT Infinity

can answer your question in our online forum – go to

www.bt.com/help/infinity

12

Help

Connection troubleshooting

What to do if your internet connection isn’t working

If you’re having trouble connecting, check your Hub lights using the table below

and follow the troubleshooting advice.

Section

Page

Upgrading light is flashing orange

A

13

Power light is red

B

13

Power light is orange

C

13

Power light is off

D

14

Broadband light is orange

E

14

Broadband light is red

F

15

Broadband light is off

G

16

Broadband light is flashing orange

G

16

Broadband light is blue

H

16

Help

13

A

Upgrading light is flashing orange

IMPORTANT

– do not turn off or restart your Hub when the Upgrading light is

flashing orange.

Your Hub’s software is being upgraded remotely. Please wait – it can take up to 30

minutes before your Hub automatically restarts. You won’t be able to connect to

broadband until the Broadband light glows blue.

B

Power light is red

If the Power light is flashing or steady red, the Hub is in recovery mode. Please wait

for your Hub to restart automatically. This can take up to two hours.

If the light is still red after two hours, press the

Restart

button on the side of your

Hub. If it continues to flash red, or is steady red, please call us on 0800 111 4567

(please make sure you’re at your computer, and that it’s turned on, when you call).

C

Power light is orange

Your Hub is restarting or BT Power Save is active. If your Hub is restarting, its Power

light will glow and then flash orange for a couple of minutes. Please wait for your

Hub’s Broadband light to glow blue.

To wake the Hub from power save mode:

1

restart your Hub by pressing and releasing the

Restart

button on the side of

the Hub

2

wait a few minutes for your Hub’s Broadband light to glow steady blue

3

open your web browser on your computer to check you’re connected to

the internet

For more information on BT Power Save, please see

www.bt.com/setup/hubfeatures