BT Infinity for business and fibre User guide and troubleshooting For online help, go to www.bt.
Contents Your BT engineer will come and set up your BT Infinity for business or other fibre service and get one computer connected. After this, you’ll find lots more help in this guide, if you need it.
Getting up to speed For the first 24 hours or so, your broadband might slow down or even stop now and again. That’s normal. It takes that long for your broadband to reach its top speed. You can help it along by leaving your Hub on all the time, and using your broadband as much as you can for the first 24 hours. After ten days, you can check your broadband speed at www.speedtester.bt.
Your computer and the internet The power of your computer can greatly affect performance – if you’ve an older, less powerful processor, you may not be getting the best out of your broadband speed and might want to consider upgrading. Having lots of windows open and lots of users accessing the internet at the same time on the same broadband line can also affect performance.
Get some help www.bt.com/business/help/broadband Use these pages to find out where to get lots of help online or if you need some help fixing a connection problem. There’s also connection troubleshooting on page 16. Online help Your new fibre connection means faster help online, if you need it. There’s no need to call and maybe wait in a queue if you’re online and need some help or advice. Simply go to www.bt.com/business/help/broadband Other ways to get help Run BT Broadband Desktop Help – see below.
BT Broadband Desktop Help will: • analyse your computer and equipment • help you fix the problem, step by step • automatically retest your connection BT Broadband Desktop Help gathers information from your computer automatically so, if you need to call the helpdesk, our advisors can diagnose the problem quickly. It doesn’t affect the day-to-day running of your computer, as it works in the background, checking your system and alerting you only if there’s a problem.
Connect other computers and devices How to connect other computers or devices using the installation CD Our engineer will have connected your main computer using the installation CD, but if you’d like to connect any other computers or devices, simply run your CD yourself on the computer or device and follow the CD’s set-up wizard. It’s the easiest way to connect other devices. My CD won’t run.
How to connect other computers or devices without using the CD If you’ve a wired device Simply plug its Ethernet cable (yellow ends) into one of the spare Ethernet (yellow) ports on the back of your Hub. To get the best speed possible on connections that support 80Mb speeds or over, we recommend you use the GigE socket (port 4). You’ll then need to check your network login details in your Hub Manager (see page 13).
An even easier way to connect devices Your clever new Hub has a WPS (wi-fi protected set-up) button. This means all you need to do to connect a WPS-enabled device or PC (running Windows 7 or Windows Vista with Service Pack 2) is: • use the device or PC you’re trying to connect to broadband • find and highlight your Hub’s network name • click Automatically connect • press the WPS button on your Hub within two minutes To find out more about WPS, go to www.wi-fi.
What to do if you have a problem connecting your computer to your Hub If the computer’s never been connected to the Hub before, see page 6. Check the Hub lights table and troubleshooting on page 16. If the Broadband light is blue, broadband to your Hub is okay. If your computer can’t connect, these tips may help. 1 If you haven’t already, press the Restart button on your Hub and then try restarting your computer. This often gets connections up and running again.
• Check that your computer’s wireless adapter is turned on. Some laptops have a small switch or you might need to turn it on from within your wireless software – please see your computer manual for help • If you’re using a wireless adapter, check it’s correctly installed and connected • Check your wireless connection software – it should show if your computer’s connected to your Hub.
Change wireless channel Your Hub is always monitoring the wireless channel it’s using and if it detects too much interference it will automatically change to another channel. If you want to refresh a channel, follow the steps below. Or you can manually change to a channel of your choice – but this will stop the automatic channel selection feature. 1 Open BT Broadband Desktop Help by double-clicking its icon on your desktop. 2 Click PC Healthcheck. 3 Click the wireless tab.
About your Hub Hub Manager Your BT Business Hub 3 is like a computer. It has its own software running, which controls how it works and what it does. You can change your Hub’s settings using your Hub Manager – simply open your web browser and type http://btbusinesshub.home in the address bar. Access to your Hub Manager is secured using a password. When accessing the Hub Manager for the first time, you’ll be asked to enter the Admin password – see your Hub’s handy pull-out .
Your network login details If you want to set up your Hub without using the CD, or you’ve had to reset your Hub, you’ll need to make sure that your unique network login username and password (sent to you in your ‘welcome’ emails and letters) are entered in your Hub Manager. Open your Hub Manager and click the Broadband User Name Configure button. Make sure this matches the details sent to you in your ‘welcome’ emails and letters.
Hub features Your Hub offers a wide range of features, many of which aren’t needed for day-to-day use. Power Save mode and Access controls are popular everyday features that you may find useful. BT Power Save Your Hub 3 comes with Power Save, which means it goes into sleep mode if there’s been no activity for over five minutes. All lights will be dimmed and your Hub will wake up as soon as you need it. You can also set a manual Power Save to turn off wireless between preset times of the day.
Resetting your Hub WARNING: resetting your Hub means you’ll lose any changes that have been made to your Hub software, including any changes made by the BT engineer. Tip: you can back up your settings before you reset your Hub. To find out more, go to www.bt.com/business/help/hub3 To reset your Hub to its factory default settings, removing all personal settings: 1 use a pin or paperclip to press and release the recessed Reset button on the back of your Hub.
POWER Connection troubleshooting POWER PON The first thing to do if your connection isn’t working is check your modem and find out what to do using the table below. You could have either an Openreach modem or an Openreach optical network connector.
What to do Check your power cable’s plugged in correctly and mains power is on. Then restart your modem Wait until light is green – can take a couple of minutes Check the DSL cable is plugged into the DSL socket on the back of the modem and the engineer-installed wall socket. If you’re using an extension socket, check this is also plugged in.
If you still have trouble connecting, check your Hub lights and find out what to do using the table below.
What to do Check your power cable’s plugged in correctly and mains power is on. Note: check your Hub’s power button on its back is on Wait until light turns blue – this can take a few minutes Wait a few minutes. If light turns blue, all’s okay. If light stays red, call us – see page 16 You can wake up your Hub by pressing and releasing its Restart button. For more about BT Power Save, see page 14 or go to www.bt.
Hub light status What’s happening Broadband light is red Broadband’s active, but can’t connect Broadband light is blue Hub’s broadband is okay Wireless light is off Wireless isn’t active Wireless light is orange Wireless security is off Wireless light is flashing orange Hub is connecting to a device using wireless via WPS All lights are dimmed Hub is sleeping in Power Save mode to save energy All lights are flashing blue Password Override in progress Broadband light is red (and Openreach mod
What to do Wait a few minutes. Then reset your broadband username in your Hub Manager at http://btbusinesshub.home. Note: if you’re connecting to another broadband service your username will be different from the one we gave you. If you’ve got a computer connected to your Hub, open your web browser for some help. Or go to page 4 If you still can’t connect, see page 16 If your Power light is orange, this means your Hub is sleeping in Power Save mode to save energy.
Useful information Useful web site addresses Help and support: www.bt.com/business/help/broadband Your Hub Manager: http://btbusinesshub.home Password – see page 12.
Default Hub settings Broadband username (PPP): green-light@service.btclick.com Broadband password: none required Encapsulation: PPPoE Multiplexing: VC based or VC Mux Wireless network name/SSID: Wireless key: The factory settings are printed on your Hub’s pull-out. Make a note of any changes here. Wireless interface: wi-fi 802.11.
The small print Warranty Your BT Business Hub 3 will arrive fault-free and will work like it should for the minimum period of your contract. If during that time it stops working, and you’ve followed the advice on page 4, you should contact us. If we ask you to return it, we’ll decide to replace or repair it – except if the fault’s caused by general use, accidental or deliberate damage, not using it properly or not following the instructions in this user guide. If you return it, we may test it.
Save energy Please avoid wasting energy while using your computer, games console or other equipment. You can set up your computers to go into standby or low-energy mode automatically. Your Hub has BT Power Save – see www.bt.com/business/ help/hub3powersave. Please disconnect your Hub from its power supply when not in use for an extended period (e.g.
Offices worldwide The services we’ve described in this publication may not always be available and we may change them. And nothing we’ve written here is contractual. When we supply services and equipment, our terms and conditions apply. © British Telecommunications plc 2012 Registered Office: 81 Newgate Street, London EC1A 7AJ Registered in England No.
