BT Business Total Broadband Fibre User Guide Fibre
Learn about… Extra features Help Your Fibre Hub
Learn about… Contents 4 Extra features 7 Your Fibre Hub and BT Business Total Broadband Fibre service. Setting up extra features once you’re online – security, email, networking, domain names, content screening, internet access control, Static IP, BT Openzone, BT Business Broadband Voice (VoIP). 18 Your Fibre Hub and Openreach modem 42 Index 52 How to get help, if you need it. Set-up and resetting your Fibre Hub – if you ever need to unplug or reconnect any equipment.
Learn about… Extra features Help Your Fibre Hub
Learn about… Welcome to BT Business Total Broadband Fibre Your faster broadband is nearly here Extra features Please put your new Fibre Hub aside ready for a BT engineer to install with your BT Business Total Broadband Fibre service. Please don’t try to set up your service before your engineer visit (the new Fibre Hub won’t work on an existing broadband line).
Learn about… Learn about… Your complete broadband package includes lots of great features to help you get the most out of the internet.
Learn about… Openreach modem The BT engineer will bring your Openreach modem. This is a VDSL modem, supplied and managed by Openreach. It connects your Fibre Hub to the BT Business Total Broadband Fibre service. For more on troubleshooting the Openreach modem, see page 24. Important: we strongly recommend that you mount the Openreach modem on a wall to keep it properly ventilated. Please do not place it on carpet.
Learn about… For accurate information about your broadband speed, see our speed checker at www.bt.com/business/help/fibre Note: 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 your broadband is activated. This may occasionally interrupt your service and cause your speed to vary. This is normal, and your speed will settle down after ten days.
Learn about… Extra features BT Business Total Broadband Fibre includes extra features that you can set up once you’re online. Use this section to learn about extra features Extra features Important: you may be asked to enter your admin password when changing or saving settings in your Fibre Hub Manager. The default admin password for your Fibre Hub Manager is your Fibre Hub’s serial number – you can find this on the bottom of your Fibre Hub.
Learn about… Security Make sure you’ve got an internet connection before changing your wireless security.
• it should include a mix of letters (upper and lower case), numbers and punctuation • it should be unique Learn about… Please note the following points about your new passphrase, which will help to make it more secure: • it should not be easy for someone else to guess • it should not be your company name, location etc E You have a choice of security levels. For extra security, you can change all your devices or adapters to WPA2. Extra features D Set up MAC (Media Access Control) address filtering.
Learn about… Firewall Your Fibre Hub’s Firewall Monitor continuously assesses any threats to your network, while automatically keeping itself up to date with software updates. To configure your firewall settings: 1 open your web browser, type http://home or http://192.168.1.
You can set up your office network using Ethernet and wireless to connect every device in your office. To add computers to your network, run your CD on the computer that you’d like to connect. Learn about… Networking You can use your Fibre Hub to: • share a single internet connection between a number of computers • share files, printers and certain other equipment To find out more about configuring your office network, download our technical guide at www.bt.
Learn about… If you don’t have a domain name, or wish to add a new domain, you can order it with BT. Go to Your account at www.myoffice.bt.com. (Please note: BT Web Hosting includes one ‘.co.uk’ or ‘.org.uk’ domain name free of charge. You’ll need to pay for extra domain names.) To find out more about ordering, using or transferring a domain name, go to ‘Help & support’ at www.bt.
Static IP Learn about… 4 click Save before you close the window. You may be asked to enter your password – if you haven’t changed it, the default password is the same as the serial number on the bottom of your Fibre Hub If you want to host a web site, you may have ordered multiple Static IP with your BT Business Total Broadband Fibre service. If not, you can subscribe using Your account at www.bt.com/business/login.
Learn about… Set the IP Address of the computer via the computer 1 If your Fibre Hub’s address is 217.37.237.78 and the subnet mask is 255.255.255.240, manually change the computer’s TCP/IP settings from Obtain an IP address automatically to Use the following IP address and from Obtain DNS server address automatically to Use the following DNS server addresses. 2 Enter the IP Address you wish to set the computer to (e.g. 217.37.237.65) and the Subnet mask to 255.255.255.0, the Gateway to 217.37.237.
1 click Save to save your new settings.
Learn about… BT Openzone wireless internet access BT Openzone is a secure wireless broadband (Wi-Fi) service that you can access in public places (‘hotspots’) such as airports, hotels and motorway service stations. You can get online at BT Openzone hotspots throughout the UK and Republic of Ireland, and at selected locations abroad. Your Fibre Hub is already set up as a BT Openzone hotspot. This means you can offer secure, separate, publicly accessible wireless broadband for your customers and visitors.
Making and receiving calls BT Business Broadband Voice is a VoIP (Voice over Internet Protocol) service. You can use it with your Fibre Hub to make and receive calls over the internet – your voice is transmitted over your broadband connection just like any business file or email. Learn about… BT Business Broadband Voice (VoIP) Want to order BT Business Broadband Voice? There’s a small extra monthly charge for BT Business Broadband Voice. For more information, go to www.bt.
Learn about… Help How to get help – if you need it – including with connecting to broadband and general troubleshooting.
POWER POWER POWER BROADBAND INTERNET INTERNET BROADBAND INTERNET BROADBAND INTERNET BROADBAND BROADBAND INTERNET INTERNET INTERNET INTERNET INTERNET POWER BROADBAND INTERNET Power light is flashing red A 19 No lights B 20 Broadband light is flashing green (rapidly) C 20 Internet light is red (and Broadband light is solid green) D 21 Broadband light is flashing green (slowly) E 21 Internet light is green F 22 Power light is solid red G 23 Help A POWER POWER INTERNET POWER POWER INTE
Learn about… When the update is complete, the Power light will flash green, then all the lights will switch off as your Fibre Hub restarts. When your Fibre Hub restarts, the Power light will glow steady green. After a few seconds, the other lights will start to come back on and you can continue to use your Fibre Hub. B No lights 1 Turn off your Fibre Hub at the mains power socket and unplug your Fibre Hub’s power cable.
BROADBAND D BROADBAND INTERNET Internet light is red (and Broadband light is solid green) Learn about… POWER 5 if the Broadband light still isn’t steady green, there may be a fault or interference BROADBAND on your line. Call us on 0800 169 3809 (please make sure you’re at your computer, and that it’s switched on, when you call) Broadband is active, but your Fibre Hub can’t connect to it. 1 Restart your Fibre Hub by unplugging the power cable and plugging it in again.
BROADBAND Learn about… 4 Check broadband service status by calling 0800 169 0199. BROADBAND 5 We recommend that you install and run Desktop Help (see page 6) to help you fix connection problems. When you’ve installed Desktop Help, you’ll see the icon on your desktop. 6 If the Broadband light isn’t steady green, there may be a fault or interference on INTERNET your line. Call us on 0800 169 3809 (please make sure you’re at your computer, and that it’s switched on, when you call).
POWER • try moving your computer closer to your Fibre Hub • makeBROADBAND sure your computer and Fibre Hub aren’t close to large electrical appliances Learn about… For help setting up a wireless connection, run the CD that’s included in your BROADBAND Welcome Pack. • try changing wireless channels (see page 36) 5 Use the CD (included in your Welcome Pack) to install and run Desktop Help (see pageINTERNET 6) to help you fix connection problems.
POWER Learn about… POWER Troubleshooting the Openreach modem IfPOWER you’re having trouble connecting, check the lights on your Openreach modem POWER DSL using the table below and follow the troubleshooting advice.
POWER POWER POWER Power light is flashing green Your modem is restarting. Please wait a couple of minutes for your modem’s POWER DSL light to glow green. C DSL DSL DSL light is off Learn about… B Broadband isn’t active on your telephone line or there’s a problem with the broadband signal reaching your modem.
DSL Learn about… E POWER LAN1 is off LAN1 POWER The Openreach modem cannot detect your Fibre Hub. 1 Check that the Fibre cable (red ends) is correctly inserted into your Fibre Hub’s Broadband socket (red). LAN1 POWER DSL 2 Check that the other end of the Fibre cable is correctly inserted into the LAN1 socket on the Openreach modem. Extra features 3 Try resetting the modem.
We recommend that you run the CD included in your Welcome Pack and install Desktop Help. Desktop Help (see page 6) identifies problems with your broadband, email or Wi-Fi connection, suggests quick fixes or fixes problems remotely. In this section, you’ll find some answers to the more common connection problems. If you’re online, see www.bt.com/business/help/fibre for lots more help and advice. Learn about… General troubleshooting Page 29 My CD won’t run.
Learn about… Extra features How do I change the wireless channel on my Fibre Hub? 36 What do I do if a dial-up networking window appears when trying to connect to the internet? 37 My computer is showing a message ‘Windows cannot configure this wireless connection’ when I try to set up a wireless connection.
I already have a router that I connect to a modem using Ethernet WAN. May I use this instead of the Fibre Hub? Most routers that can connect using Ethernet WAN should work when plugged in to your Openreach modem, but please bear in mind the following points. Learn about… Q • The BT engineer can show you a working internet connection using your Fibre Hub only.
Learn about… Q My CD won’t run. What should I do? PC users: 1 insert the CD into your CD drive 2 if asked to install or run a program, close this window 3 go to My Computer and double-click on the drive containing the CD 4 double-click on the file name setup.exe 5 follow the on-screen instructions Extra features Mac OS users: 1 double-click the BT Business Total Broadband Fibre desktop icon 2 double-click Setup.
4 Find your Fibre Hub’s preset wireless network name/SSID and Wi-Fi key. These are printed on your wireless settings card (found in your Fibre Hub’s box) and also on the bottom of your Fibre Hub. Learn about… If you don’t have a wireless adapter or your computer isn’t wireless-enabled, see page 34. 5 If your BT engineer transferred settings from your old BT Business Hub, your wireless details may not be the same as those printed on your Fibre Hub.
Learn about… If your computer is showing the message ‘Windows cannot configure this wireless connection’, see page 37. 7 Open your web browser – you should be on the internet. If you can’t connect to the internet, restart your computer and try these steps again.
Where can I find my email address and password? You selected a BT Connect email address, also known as your BT Business Total Broadband Fibre username or BT Connect email address, when you ordered the service. It will look similar to your.name@btconnect.com. You selected a password at the same time. Learn about… Q Your email address and password were sent to you by email or letter. To access your email, type www.bt.com/business/login into your web browser.
Learn about… Q How can I set up my Fibre Hub manually? Follow these steps: 1 open a web browser and type in http://home or http://192.168.1.
My computer or device doesn’t work with WPA. Can I still use wireless on my Hub? It may be possible to upgrade your computer operating system or wireless adapter to support WPA. See your wireless adapter manufacturer’s web site for more information. If your adapter or device only supports WEP, you can change your Fibre Hub to accept WEP wireless connections (see below).
Learn about… Q The wireless connection to my Fibre Hub is slow or unreliable. What can I do? We recommend that you keep your Fibre Hub and computers at least 20 feet away from large electrical appliances. Thick walls, metallic surfaces (e.g. mirrors) and other wireless networks can also cause slow or unreliable connections. The distance between your computer and Fibre Hub can also affect your wireless connection.
My computer is showing a message ‘Windows cannot configure this wireless connection’ when I try to set up a wireless connection. What can I do? Your wireless adapter’s pre-installed wireless software is preventing you from using the Windows standard wireless adapter’s software. Find the wireless adapter’s software on your computer by clicking Start then All programs and looking through the list.
Learn about… Q How do I set my computer to obtain an IP address automatically? Windows 98SE/Me Windows 7/Vista/2000/XP Mac OS X 1 Go to Start then Settings 1 Go to Start and click and click Control Panel Control Panel then: 2 Double-click the Network icon Extra features 3 Under the Configuration tab, select TCP/IP for the network adapter you use to connect to your Fibre Hub 4 Click Properties 5 Select Obtain an IP address automatically 6 Click OK twice 7 Restart your computer 8 Open your web browser
How can I check the speed of my broadband line? For accurate information about your broadband speed, see our speed checker at speedtester.bt.com Q Is there anything I can do to improve the speed of my broadband connection? Learn about… Q A number of factors at your business premises may affect the speed of your broadband connection. • Slow processor speed – If your computer is running at a slow speed (e.g.
Learn about… Q What is my Fibre Hub Manager’s password? For security reasons, your Fibre Hub is set with a unique admin password. It’s your Fibre Hub’s serial number. You can find your Fibre Hub’s serial number on the bottom of your Fibre Hub. To change your Fibre Hub Manager’s password: 1 once the BT engineer has set up your BT Business Total Broadband Fibre service, access your Fibre Hub Manager by typing http://home or http://192.168.1.
I’m moving office. What should I do? Call us on 0800 169 3809 giving at least five days’ notice. The BT Business Total Broadband Fibre service is subject to availability at your new office. Q How do I dispose of old equipment? Learn about… Q If you’ve received your new Fibre Hub as a replacement for a faulty one, please return the faulty Hub following the instructions we gave when you contacted the helpdesk.
Learn about… Your Fibre Hub and Openreach modem A BT engineer will visit to install your BT Business Total Broadband Fibre service and set up your Fibre Hub, but you may need to unplug or reconnect equipment or reset your Fibre Hub in the future.
Modem power adapter Fibre cable (with pink ends) Learn about… Openreach modem You may not need all these items: XXXXXXXXXXXX P1 Wireless settings card P2 BT Broadband Voice adapter Landline cable Ethernet cable (yellow ends) Two-socket extension cable Extra features BTBusinessHub-XX XXXXXXXXXX 2 The Openreach modem connects to the mains power supply and to the BT engineer-installed socket using the DSL cable.
Learn about… 3 The Power light and DSL light on the modem glow steady green to show a successful connection to broadband. If these lights don’t glow green, see the lights table on page 24. 4 Your Fibre Hub plugs into the mains power supply. It connects to the Openreach modem using the red Fibre cable and to your telephone socket using the landline cable (see next page). Extra features Help 5 The Internet light on your Fibre Hub will glow steady green to show a successful connection to broadband.
• you can make calls using your business telephone number from the phone that’s plugged into your Fibre Hub by dialling ‘5’ before the number you wish to call.
Learn about… Resetting your Fibre Hub Warning: resetting your Fibre Hub means you also have to reapply any changes you’ve made to the Fibre Hub software.
Your Fibre Hub can work with a Fibre network or a standard broadband (ADSL) network. If you wish to change back from your BT Business Total Broadband Fibre service to a standard BT Business Total Broadband connection using your existing Fibre Hub, call us on 0800 000 152 – we’ll send you a pack with a new CD, extra cables and instructions on what to do.
Learn about… 3 Lift off the fibre faceplate, being careful not to upset any wires inside the master socket. Extra features 4 Find the shorter front plate screws – they should be in the recess of the master socket (if not, most hardware shops stock suitable screws). 5 Screw the front plate back into place. Help 6 To check that you’ve got a dial tone, plug a telephone into the front plate. 7 Plug a microfilter into the front plate.
Bandwidth Please bear in mind that too many things happening at once over your broadband line may affect the quality of service you receive – this is normal and not a fault with your service. Although it’s unlikely, this may, for example, result in slow downloads and small interruptions to phone calls. Simply try to reduce the number of things happening at once over your broadband line. Your service can also be affected if the internet is busy.
Learn about… • For better performance, don’t place your Openreach modem or Fibre Hub on a television or computer monitor. • In the event of an electrical storm, you must unplug all of your equipment from the electricity supply and phone sockets. Extra features • These products intentionally generate lowlevel radio frequency signals and, as such, there is a very small risk that these products may interfere with sensitive medical devices, for example a heart pacemaker, when in close proximity.
Learn about… Useful information Memo (add your details here to have them handy) BT Business Total Broadband Fibre username: BT Business Total Broadband Fibre password: BT Business Broadband Voice telephone number: BT Business Broadband Voice password: Extra features Wireless network name (SSID)1: Wi-Fi key (WPA WEP)1: Security type (WPA-PSK or WPA2-PSK or WEP): Fibre Hub Manager password2: 1 Printed on bottom of your Fibre Hub. 2 Default is your Fibre Hub’s serial number – see bottom of your Fibre Hub.
Learn about… Index Admin password 7, 40 ADSL 28, 47 Extra features Bandwidth 49 Block internet access 12 Broadband light 19-22, 46 Broadband service status 51 Broadband socket 26 Broadband speed 5, 39 BT Business Broadband Voice 17, 51 BT Hosted VoIP 17 BT Openzone wireless internet access 16, 40, 46 Help Connecting to internet 18-26 Connecting computer to Fibre Hub 42-45 Content Screening 12 Control internet access 12 Data extension cable 5, 25 Desktop Help 6 Domain names 11 Your Fibre Hub Email 10
Network login password 21, 33, 34 Network login username 21, 33, 34 Networking 11 Networking window 37 Password 7, 9-16, 21, 33-36, 39, 40, 46, 51 Phone light 33 Power light 19-20, 23, 24-26 Resetting Fibre Hub to defaults 46 Restarting 18-22, 25, 26 VDSL 5, 28 Safety 49 Screening and control 12 Security 8-10, 35, 40, 51 Security key 31 Set-up 42-45 Special modem 4 SSID 8-9, 16, 31, 51 Standard broadband 28, 47 Static IP 13-15 Index 53 Your Fibre Hub Transfer domain name 11 Troubleshooting 24-41 Help
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 2010 Registered Office: 81 Newgate Street, London EC1A 7AJ Registered in England No. 1800000 Item code 049310 / V4.
