10

11

BT Hub connection troubleshooting

continued

You’re connected to broadband but your account might not be

switched on yet

Broadband light is orange

Wait until after midnight on the day we switch on your broadband. If you’ve still got an orange light the next day, call

us on 0800 032 2974. We’re not so busy and can help you much faster if you call between 10am and 6pm

You’ve tried to log in with the wrong username and password

Broadband light is red

The BT Home Hub is suitable only for BT Broadband. It is not suitable for any other broadband provider’s or BT Business Broadband lines.

Reset your Hub’s password by using a paper clip to press the recessed Reset button on the back of your Hub for a few seconds

There’s a problem with your broadband line

Broadband light is

flashing red

Check all the cables are plugged in correctly and that it’s after midnight on the day we switch on your broadband. If cables are okay

and you’ve still got a red light the next day, call us on 0800 032 2974. We’re not so busy and can help you much faster if you call

between 10am and 6pm

You’ve switched off wireless security for one or both wireless channels

Wireless light is red

Turn on your security – in the wireless tab in your Hub Manager

Your Hub is in WPS automatic connection mode

Wireless light is

flashing orange

Click the button to connect (on your computer or adapter) without entering a pass key. The Hub will return to normal mode

after a few minutes

What to do

What’s happening

Hub light status

Got a question?

For common questions about connecting, go to

bt.com/help

.

If your broadband isn’t working, your Hub will automatically

open a help page with some useful checks to try.

If you’ve completed all these checks and need to call, please

make sure you’re next to your Hub and a PC or device.

If your Hub light isn’t glowing blue, warning lights will

appear in the silver bar at the bottom of your Hub.

Troubleshooting – other things to check

If no lights are showing, or if any of the lights are red, switch it off,

wait 30 seconds then switch back on and wait for it to start up.

If it still shows no lights or at least one red light, call us on

0800 032 2974.

Support

You can get help in four ways

Go to bt.com/help

The quickest and easiest way to get help, all day every day.

Download BT Desktop Help

This free tool helps you sort out most common broadband connection and email problems.

Download it at

bt.com/help/btdesktophelp.

Chat to us at bt.com/chat

You can chat with us online, seven days a week, between 7am and 11pm.

Call us

If you’ve tried the above and still need to speak with us, call us on 0800 032 2974. We’re usually less busy between 10am and 6pm.

Make sure you’re next to your Hub with a PC or device if you call.

Other information

Declaration of Conformance with European Community Directive 1999/EC. This product is intended for use within the UK for connection to the public telephone network. This equipment

complies with the essential requirements for Radio Equipment and Telecommunications Terminal Equipment Directive 1999/5/EC. The Declaration of Conformance can be found at

bt.com

The BT Home Hub 5 contains code that is covered by the GNU General Public License (GPL). In accordance with the GPL, BT has made the relevant code available for download at

bt.com/help/gplcode.

Your Hub is classed as electrical or electronic equipment, so DO NOT put it in your normal rubbish bin. You’ll find instructions for recycling the Hub and other BT

equipment on the back of your Hub’s box. The services we’ve described in this publication may not always be available and we may change them. Nothing we’ve written here is contractual.

When we supply services and equipment, our terms and conditions apply.

Version number SI 4.0-T

© British Telecommunications plc 2013. Registered Office: 81 Newgate Street, London EC1A 7AJ

Written and designed by Muse Publishing. Websites in this booklet are for illustration only. BT isn’t responsible for content of third party sites.

Call 0800 800 150 to get this leaflet in Braille, large print and audio CD