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Help
19
Troubleshooting the Openreach modem
If you’re having trouble connecting, check the lights on your Openreach modem
using the table below and follow the troubleshooting advice.
Section
Page
Power light is off
A
19
Power light is flashing green
B
20
DSL light is off
C
20
DSL light is flashing green
D
21
LAN1 is off
E
21
DSL light is steady green and LAN1 is green
F
22
A
POWER
Power light is off
There’s a problem with the power supply or your modem.
1
Turn off and unplug your modem’s power.
2
Check that your modem’s power cable is correctly inserted into the power socket
on the back of the modem.
3
Check that your mains power socket is working.
4
Plug the modem power cable back into mains power and turn on.
POWER
POWER
DSL
DSL
LAN1
DSL
LAN1
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20
Help
5
If the Power light is still off, try resetting the modem. Press and hold down the
Reset
button on the back of the modem for five seconds and wait a couple of
minutes for the Power light to come on.
6
Wait a couple of minutes for the Power light to glow green.
7
If the Power 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).
B
POWER
Power light is flashing green
Your modem is restarting. Please wait a couple of minutes for your modem’s DSL
light to glow green.
C
DSL
DSL light is off
Broadband isn’t active on your telephone line or there’s a problem with the
broadband signal reaching your modem.
1
Check that the DSL cable is plugged in between the DSL socket of the
Openreach modem and the data connection on your telephone socket or
data extension socket.
2
If an extension cable has been installed to position your Openreach modem
away from your main telephone socket, make sure that the lead is connected
and hasn’t been damaged.
3
Try resetting the modem. Press and hold down the
Reset
button on the back of
the modem for five seconds and wait a couple of minutes for the Power light to
come on.
4
If the DSL 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).
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Your BT Home Hub
Page 23 / 52
Help
21
D
DSL
DSL light is flashing green
Your modem is connecting to broadband. Please wait a while.
Note for the first 24 hours after set-up
After BT Infinity has been installed, it can take up to 24 hours to establish the
fastest, most reliable service possible on your line. During this time, the DSL
light may flash green between periods of steady green and your broadband
service may be interrupted. This is normal. Please leave your Hub and modem
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 DSL light to
flash green. This is normal, and should settle down after ten days.
1
If the DSL light continues to flash, try restarting your modem. (Unplug the
power supply, wait a few moments then plug it back in.)
2
If the DSL light is still flashing, 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
LAN1
LAN1 is off
The Openreach modem can’t detect your Hub.
1
Check that the broadband cable (red ends) is correctly inserted into your Hub’s
Broadband socket (red).
2
Check that the other end of the broadband cable is correctly inserted into the
LAN1 socket on the Openreach modem.
3
Try resetting the modem. Press and hold down the
Reset
button on the back of
the modem for five seconds and wait a couple of minutes for the Power light to
come on.
4
Try restarting your Hub by pressing the
Restart
button on the side of the Hub.
Learn about…
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Your BT Home Hub
Page 24 / 52
22
Help
5
Check if anything, such as network maintenance, is affecting internet
performance by calling broadband service status on 0800 169 0199.
6
If the LAN1 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).
F
DSL
LAN1
DSL light is steady green and LAN1 is green
The modem is connected to broadband and connected to your Hub. Follow the
lights table for your Hub on page 12 for further connection troubleshooting.
General questions
Use this section to find answers to common questions about connection problems.
Q
Why should I only use the BT Home Hub and Openreach modem?
Most broadband equipment can only work with standard broadband (ADSL),
but your Openreach modem uses different (VDSL) technology to give you faster
broadband speeds.
This modem is part of the Openreach network and must be used. The BT Home Hub
is designed to use the Openreach modem’s Ethernet connection and allow you to
connect your computers using Ethernet or wireless.
Q
I already have a router that supports Ethernet WAN. May I use this
instead of the BT Home Hub?
If you have a router that supports Ethernet WAN, you may use this in place of the
BT Home Hub. Please bear in mind, though, that our helpdesk can’t help with
connection problems if you’re using a non-BT-supplied router.
Note: when setting up BT Infinity, the installation engineer can show that your
internet connection is working only by using the BT Home Hub. The engineer
will leave the Hub connected but you may, at your own discretion, unplug it
and replace it with your own router.
Learn about…
Help
Your BT Home Hub
Page 25 / 52
Help
23
Q
My CD won’t run. What should I do?
PC users
: click on My Computer in the Windows Start menu, right-click your
CD icon, then click
BT Home Hub Setup
.
Mac OS users
: double-click the BT Infinity desktop icon, then double-click
setup.app
If your CD still won’t run, follow the steps on the next page for connecting your
computer manually to your Hub.
Q
I can’t – or don’t want to – use my CD. What should I do?
We recommend using your CD to help you set up a wired or wireless connection to
your Hub but, if you’d prefer, you can follow our manual set-up steps
(see ‘How do
I make a connection to my computer without using my CD?’ below).
Q
I’ve been asked to type in my BT Yahoo! Mail address and password.
What’s this?
You chose your BT Yahoo! Mail address (also known as your BT Total Broadband
username) and password when you ordered your BT Infinity service. For more
information about finding or resetting these details, see page 7.
Q
How do I make a connection to my computer without using my CD?
The steps to follow are slightly different depending on what you’re connecting
(e.g. a computer, games console or other device) and how you’re going to connect
it (e.g. are you going to use wireless or the Ethernet cable).
Choose what you want to connect. I want to connect:
•
my computer using wireless – go to
A
•
my games console or other device using wireless – go to
B
•
my computer using the Ethernet cable – go to
C
•
my games console or other device using the Ethernet cable – go to
D
•
more than three devices using the Ethernet cable – go to
E
If you aren’t sure whether to use wireless or the Ethernet cable, see page 4.
Learn about…
Help
Your BT Home Hub

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