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Page 11 / 52 Scroll up to view Page 6 - 10
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).
Learn about…
Help
Your BT Home Hub
Page 12 / 52
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.
Learn about…
Help
Your BT Home Hub
Help
Your BT Home Hub
Page 13 / 52
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
Learn about…
Help
Your BT Home Hub
Page 14 / 52
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
Learn about…
Help
Your BT Home Hub
Page 15 / 52
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
Learn about…
Help
Your BT Home Hub

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