BT Home-Hub-4 Router Manual PDF (Setup & Configuration Guide)

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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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