BT Business Total Broadband Getting started and troubleshooting For online help, go to www.bt.
Contents To install your BT Business Hub 3, please see the Getting Started section of this guide.
Getting up to speed For the first ten days 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 ten days. After ten days, you can check your broadband speed at www.speedtester.bt.
Wireless or wired A wireless connection can be very convenient, but it isn’t the fastest way to connect. Connecting directly to your Hub with an Ethernet cable will be faster and more reliable. If you’re going to connect wirelessly, remember that greater distances and being in different rooms or on different floors will reduce connection speed and reliability. Keep your Hub away from other electrical devices or large metal objects, as these can interfere with the signal.
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 20. Online help 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 Connecting other computers and devices: go to page 10.
To open BT Broadband Desktop Help, just double-click on your desktop or download it straight to your computer from www.bt.com/business/help/desktopdownload Note: BT Broadband Desktop Help only works with PCs using Windows 7, Vista or XP. Sorry, it doesn’t work with Macs. If you use a Mac, please try other help options in this guide. Once connected, your new fast connection means faster help, if you need it. Just go to www.bt.com/business/help/broadband If you still have problems connecting, see page 20.
Getting started Follow these simple steps to set up your BT Business Hub 3 and get online You can start setting up at any time, but if you’re new to BT Business Total Broadband your line might not be activated until midnight on your activation day. We’ll show you how to tell if your line’s active during set-up.
2 Unplug any existing broadband equipment If you’ve had broadband before – from BT or elsewhere – unplug your old modem, router or Hub and set it aside. You can leave your ADSL filters plugged in for the moment. 3 ADSL Filter PHO NE ADS MOD L EM Fit ADSL filters Fit an ADSL filter to every phone socket that you use in your place of work, unless you have filters in place from a previous service. Use your new ones where you can. Sockets could be used by telephones, faxes or other devices.
4 Connect your Hub 1 Using the broadband cable (grey ends), connect your Hub to an ADSL filter. 2 Plug your Hub into a mains power socket. 2 1 5 Wait for your Hub’s Broadband light to glow blue This will take a few minutes. If it doesn’t glow blue, go to page 20.
6 Insert the CD into your computer to continue set-up Set-up will take a few minutes. No CD? Go to page 11. All done You should now be connected to the internet.
Connect other computers and devices How to connect other computers or devices using the CD Set-up will have helped you connect your main computer to BT Business Total Broadband, but if you’d like to connect any other computers or devices, simply run your CD 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 into one of the spare Ethernet (yellow) ports on the back of your Hub. We suggest you use an Ethernet connection if your computer or device is usually near your Hub. You’ll then need to check your network login details in your Hub Manager (see page 17). If you’ve a wireless device such as laptop, netbook or smartphone Use its wireless feature to connect to your Hub.
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 select 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 the Getting Started section of this guide. Check the Hub lights table and troubleshooting on page 20. 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. 2.
If you’re using wireless, many things can affect a wireless connection You could have a problem with interference on your wireless signal, your computer settings or where your computer and Hub are placed. Keep your Hub and computer wireless device away from large metal objects (such as PC cabinets or metal shelving), which restrict the wireless signal and reduce connection speed and reliability. These tips may help. • Check that your computer’s wireless is turned on.
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/business/help/hub3 If you still have problems connecting, see page 20. 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.
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 BT Business 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 settings. 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 Reset button on the back of your Hub.
Connection troubleshooting The first thing to do if your connection isn’t working is 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 at the socket and that mains power is on. Note: check your Hub’s Power button 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 22 You can wake up your Hub by pressing and releasing its Restart button. For more about BT Power Save, see page 18 or go to www.bt.
Hub light status What’s happening Broadband light is orange Hub can’t connect to broadband 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 over
What to do Check you’ve got ADSL filters plugged in correctly in all your phone sockets. Then press and release your Hub’s Restart button. Check service status Check service status on 0800 169 0199. If you’ve got a computer connected to your Hub, open your web browser for some help 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.
Note for the first 24 hours after set-up After you’ve installed your Hub, it can take up to 24 hours to establish the fastest, most reliable service possible on your line. During this time, the Broadband light may flash orange between periods of steady blue and your broadband service may be interrupted. This is normal. Please leave your Hub connected and turned on and it should settle down after 24 hours.
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 back of the Hub.
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).
There’s no dial tone: There is a dial tone: 1 check if anything, such as network 1 try unplugging the filter and plugging maintenance, is affecting internet your phone directly into the phone performance by calling broadband socket – if there’s a dial tone this means service status on 0800 169 0199. there’s a faulty ADSL filter.
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.
6b if you’re using wireless Many things can affect a wireless connection, including settings on your computer, position of your computer and Hub, 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.
Useful information Useful web site addresses Help and support: www.bt.com/business/help/broadband Your Hub Manager: http://btbusinesshub.home password – see page 16.
Default Hub settings Broadband username (PPP): green-light@service.btclick.com Broadband password: none required Encapsulation: PPPoA 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.
Index Access controls 18 ADSL filters 7-8, 21-24, 26-27 ADSL socket 17 Admin password 16, 19, 31 Broadband light 8, 13, 19, 20-28 Broadband speed 2 BT Broadband Desktop Help 4-5 BT Power Save 18, 20-23, 33 BT Business Total Broadband username 17, 23, 25, 30 Connecting devices to Hub 10-15 Connecting without CD 11-12 Connection troubleshooting 20-29 Default settings for Hub 19, 25, 31, 33 Disposing of old equipment 19, 33 Ethernet 2, 3, 6, 11, 13, 17, 28, 29 Extension lead 14, 24, 27 Firewall 13, 28 Fitting
Wireless 3, 10, 11, 14, 15, 18, 19, 22, 23, 28, 29, 31 Wireless adapter 10, 14, 29 Wireless channel 15, 29 Wireless security 22 Wireless signal 14, 29 WPA 12, 31 WPS 12, 16, 22, 23 Index 35
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.
