14

Help

D

Power light is off

There’s a problem with the power supply or your Hub.

1

Turn off and unplug your Hub’s power.

2

Check that your Hub’s power cable is correctly inserted into the power socket on

the back of your Hub.

3

Check that your mains power socket is working.

4

Plug the Hub power cable back into mains power and turn on.

5

If no Hub lights are on, try resetting your Hub’s default settings (see page 35).

6

Wait a couple of minutes for the Power light to glow blue.

If there still aren’t any lights on after these steps, please call us on 0800 111 4567

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

E

Broadband light is orange

Your Hub is connecting to broadband. Please wait a while.

Note for the first 24 hours after set-up

After you’ve installed your Hub, it can take up to 24 hours to establish the

fastest, most reliable service possible on your line. During this time, the

Broadband light may flash orange between periods of steady blue and your

broadband service may be interrupted. This is normal. Please leave your Hub

connected and turned on and it should settle down after 24 hours.

…and the next ten days

We’ll also remotely test your line for up to ten days after your broadband is

activated. This may occasionally interrupt your service, causing the Broadband

light to flash orange. This is normal, and should settle down after ten days.

Help

15

If your Broadband light is still orange and you can’t use your broadband service:

1

check that the DSL light on the Openreach modem is steady green. If it’s off or

flashing, see page 19

2

restart your Hub by pressing and releasing the

Restart

button on the side of

the Hub

3

if your Broadband light is still orange, there may be a fault or interference on

your line. Please call us on 0800 111 4567 (please make sure you’re at your

computer, and that it’s turned on, when you call)

F

Broadband light is red

Broadband is active, but your Hub can’t connect to it.

1

Check if anything, such as network maintenance, is affecting internet

performance by calling broadband service status on 0800 169 0199.

2

If service is okay, restart your Hub by pressing and releasing the

Restart

button

on the side of the Hub.

3

Wait a couple of minutes until the Broadband light glows blue and open your

computer’s web browser to check you’re connected to the internet.

4

If the Broadband light is still red, try accessing the Hub Manager (see page 38),

selecting

Settings

, then

Internet

and ‘resetting the broadband username and

password to defaults’.

5

If the Broadband light is still 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).

Note: if you aren’t a BT Infinity customer, a red Broadband light on your Hub

could mean your ‘connection’ username and password aren’t configured

correctly in your Hub Manager. Check the instructions supplied by your Internet

Service Provider for more details. To find out how to access your Hub Manager,

see page 38.

16

Help

G

Broadband light is off or flashing orange

Broadband isn’t active on your line or there’s a problem with the broadband signal

reaching your Hub.

1

Check that the DSL light on the Openreach modem is steady green. If it’s off or

flashing, see page 19.

2

Check that the LAN1 light on the Openreach modem is steady green or flashing

green. If it’s off, see page 21.

3

Check that the broadband cable (red ends) is correctly inserted into your Hub’s

Broadband socket (red).

4

Check that the other end of the broadband cable is correctly inserted into the

LAN1 socket on the Openreach modem.

5

Restart your Hub by pressing and releasing the

Restart

button on the side.

6

Check if anything, such as network maintenance, is affecting internet

performance by calling broadband service status on 0800 169 0199.

7

If the Broadband light is still off, please call us on 0800 111 4567 (please make

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

H

Broadband light is blue

Your Hub is connected to broadband. The problem could be with your computer

or its connection to your Hub.

To check if anything, such as network maintenance, is affecting internet

performance, call our broadband service status line on 0800 169 0199. If there

are no known issues in your area, try the following:

1

restart your Hub by pressing and releasing the

Restart

button on the side

2

restart your computer

3

wait for your Hub’s Broadband light to turn steady blue

4

open your web browser and follow any on-screen troubleshooting instructions

Help

17

If a dial-up window appears, see page 33.

5

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’s a problem with your

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

6

a

if you’re using a computer that’s connected to your Hub using the Ethernet

cable

, check that this cable is inserted correctly by unplugging and plugging

back in each plug. Try plugging the Ethernet cable into one of the other

Ethernet sockets on the back of the Hub

> If you still can’t connect, please check that your computer’s IP settings

are correct (see page 32) or run your CD, which will automatically correct

these settings

> For more help, follow the manual set-up steps on page 26

> If your computer has a wireless connection, you can try setting it up.

This may help you to get online. For more help with fixing connection

problems, go to

www.bt.com/gettingsetup

6

b

if you’re using wireless

, many things can affect a wireless connection, including

settings on your computer, position of your computer and Hub in your home,

and interference with the wireless signal. The following tips may help:

•

check that your computer’s wireless adapter is fitted and/or turned on.

Some laptop computers have a small switch – please see your computer

manual for help

•

check your wireless connection software – it should show if your computer’s

connected to your Hub. Try hovering your mouse over the icons in your system

tray (usually on the lower right-hand corner of the screen) – one of these may

indicate if your wireless is connected. Click or right-click on this to launch

wireless manager

•

try moving your computer closer to your Hub

•

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

18

Help

For help setting up a wireless connection, follow the manual set-up steps

on page 24

Note: if the device you’re connecting wirelessly is an 802.11b type adapter,

it may not be compatible with the Hub’s default settings. See ‘I’m using a

wireless adapter but can’t get a wireless connection with my Hub. What do I

need to do?’ on page 31

If you still can’t connect:

• try changing wireless channels – see page 28

• check that your computer’s IP settings are correct (see page 32, or run your

CD to automatically correct these settings)

Note: if your computer has an Ethernet port, try plugging in the Ethernet cable.

This may help you to get online.

For more help with fixing connection problems, go to

www.bt.com/gettingsetup

7

if none of the above solves this problem, please call us on 0800 111 4567

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

you call)