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14
Help
If your Broadband light’s still flashing after 24 hours and you can’t use your
broadband service:
1
restart your Hub by pressing and releasing the
Restart
button on the side of
the Hub
2
check that any extension sockets you’re using have an ADSL filter fitted
(see page 24)
3
if you’re using an extension lead or extension socket, plug the ADSL filter and
Hub directly into your main phone socket
4
unplug any other telephone devices (such as telephones, fax machines, digital
TV boxes etc.) in your home, leaving only your Hub and its ADSL filter plugged in
5
if the Broadband light is now a steady blue: either your home’s wiring or an
ADSL filter may be faulty. Reconnect each ADSL filter and telephone device in
turn, checking the Broadband light to find out if one is faulty. Also make sure
that every telephone device that’s plugged in uses an ADSL filter. If you moved
your Hub, try moving it back. When the Broadband light is blue, and your
computer is connected to your Hub, open your web browser – you should now
be on the internet
6
if your Broadband light continues to flash, 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
If you’re moving your broadband to BT, make sure it’s after midnight on your
broadband activation day. If it isn’t, please wait until after this.
2
Check if anything, such as network maintenance, is affecting internet
performance by calling broadband service status on 0800 169 0199.
3
If service is okay, restart your Hub by pressing and releasing the
Restart
button
on the side of the Hub.
Learn about…
Help
Your BT Home Hub
Page 27 / 57
Help
15
4
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.
5
If the Broadband light is still red, try accessing the Hub Manager (see page 39),
selecting
Settings
, then
Internet
and ‘resetting the broadband username and
password to defaults’.
6
If the Broadband light is still red, try resetting the Hub’s default settings –
see page 37.
7
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 Total Broadband 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 39.
G
Broadband light is off
Broadband isn’t active on your telephone line or there’s a problem with the
broadband signal reaching your Hub.
1
Make sure it’s after midnight on your broadband activation day. If not, please
wait until after this time.
2
If it’s after midnight on your broadband activation day, check that the
broadband cable (grey ends) is correctly inserted into your Hub’s Broadband
socket (grey).
3
Check that the other end of the broadband cable is correctly inserted into the
ADSL filter’s DSL socket, and that the ADSL filter is correctly plugged into your
phone socket – see page 24.
4
Plug a phone into the Phone socket on the ADSL filter and listen for a dial tone.
5
Follow the appropriate instructions in the dial tone table on page 16.
Learn about…
Help
Your BT Home Hub
Page 28 / 57
16
Help
There’s no dial tone:
There is a dial tone:
1
try unplugging the filter and
plugging your phone directly into
the phone socket – if there’s a dial
tone this means there’s a faulty
ADSL filter. Try swapping the filter
2
if you’re using an extension socket or
extension lead, plug the ADSL filter
directly into the main phone socket
and listen again
If there’s now a dial tone at the main
socket, but not at the extension:
the
extension lead, wiring or socket is
faulty. Please call us on 0800 800 151
or contact a qualified engineer for help.
You can try connecting your Hub
to your main phone socket. If the
Broadband light turns blue, your Hub’s
now connected to broadband. Connect
your computer to your Hub and open
your web browser
If there’s no dial tone at the main
socket:
there’s a problem with your
telephone line. Please call us on
0800 800 151
1
check if anything, such as network
maintenance, is affecting internet
performance by calling broadband
service status on 0800 169 0199.
If service is okay, and you’re using an
extension lead or extension socket,
plug the ADSL filter and Hub directly
into the main phone socket
2
unplug any other telephone devices
(such as telephones, fax machines,
digital TV boxes etc.) in your home,
leaving only your Hub and its ADSL
filter plugged in
If the Broadband light is now a steady
blue:
either your home’s wiring or an
ADSL filter may be faulty. Reconnect
each ADSL filter and telephone device
in turn, checking the Broadband light,
to find out if one is faulty. Also make
sure that every telephone device that’s
plugged in uses an ADSL filter. If you
moved your Hub, try moving it back.
When the Broadband light is blue, and
your computer is connected to your
Hub, open your web browser – you
should now be on the internet
If the Broadband light is still off:
and
today is your activation day, please wait
until after midnight. If you still have no
Broadband light after midnight, please
call us on 0800 111 4567 (please make
sure you’re at your computer, and that
it’s turned on, when you call)
Learn about…
Help
Your BT Home Hub
Page 29 / 57
Help
17
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
If a dial-up window appears, see page 35.
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 is a problem with your firewall
settings. To fix this problem, see your firewall’s help information.
6a
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
> If you still can’t connect, please check that your computer’s IP settings are
correct (see page 34) or run your BT Total Broadband set-up CD, which will
automatically correct these settings)
> For more help, follow the manual set-up steps on page 29
> 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
Learn about…
Help
Your BT Home Hub
Page 30 / 57
18
Help
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
For help setting up a wireless connection, follow the manual set-up steps on
page 26
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 33
If you still can’t connect:
• try changing wireless channels – see page 30
• check that your computer’s IP settings are correct (see page 34. 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 neither 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)
Learn about…
Help
Your BT Home Hub

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