Learn about…

9

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 exchange. You can find out more and

check maximum download speeds at

www.bt.com/broadband/speedtest

With BT Total Broadband 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.

Your service can also be affected if the internet is busy, i.e. during peak times

such as evenings and weekends when more people are online. If possible, try

downloading large files or uploading photos during off-peak times.

If you’re having speed problems, go to

www.bt.com/help/broadbandspeed

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.

10

Help

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

10

Connection troubleshooting

11

General questions

20

BT Home IT Support

36

Billing Enquiries

36

Online help

Find out what’s included in your BT Total Broadband service and how to set

up features such as email, security, your Home Page and web space at

www.bt.com/setup/start

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

frequently asked questions online at

www.bt.com/broadband/help

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

BT Total Broadband can answer your question in our online forum – go to

www.bt.com/forums

Help

11

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

12

Power light is red

B

12

Power light is orange

C

12

Power light is off

D

13

Broadband light is flashing orange

E

13

Broadband light is red

F

14

Broadband light is off

G

15

Broadband light is blue

H

17

If you aren’t using a BT Home Hub, please see page 19.

12

Help

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

Help

13

D

Power light is off

There is 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 37).

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 flashing 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.