BT Infinity User Guide and troubleshooting For online help, go to www.bt.com/help/infinity Job No. 9679 Client BT Project BT Infinity Help UG Revision 3.
Contents Your BT engineer will come and set up your BT Infinity service and get one computer connected. After this, there’s lots of help, if you need it. Get some help 2 Connect other computers and devices 4 About your Hub 8 Connection troubleshooting 10 Useful information 14 The small print 16 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.
Get some help Online help Your new super-fast 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/help/infinity Or run free BT Broadband Desktop Help – just double-click its icon on your desktop or download it to your computer at www.bt.com/help/broadbanddesktophelp. Desktop help can be useful if you aren’t online.
Connect other computers and devices How to connect other computers or devices using the Infinity CD Our engineer will have connected your main computer to BT Infinity, but if you’d like to connect any other computers or devices, simply run your BT Infinity CD on the computer or device and follow the set-up wizard. It’s the easiest way to connect other devices. Reset to Defaults Wireless Association Check the Hub lights table and troubleshooting on page 10.
If your computer’s connected using an Ethernet cable (yellow ends) Check that this cable is plugged in correctly by unplugging and plugging back in each plug. Or try plugging the Ethernet cable into one of the other Ethernet sockets on the back of your Hub. 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 in your home. These tips may help.
About your Hub • reactivating BT FON – go to www.btfon.com • resetting any wireless settings that you (or the engineer who set up your Hub) changed • resetting your Hub password and any Hub Manager changes • resetting port forwarding in Hub Manager Hub Manager Use your Hub Manager to change your Hub settings. To open your Hub Manager, type bthomehub.home into your web browser.
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. Hub light status What’s happening What to do Upgrading light is orange Remote upgrade in progress Wait until light goes out – this can take up to 30 minutes Power light is red Hub is in recovery mode Wait until light turns blue – this can take up to 2 hours.
POWER POWER Check your Openreach modem lights and find out what to do using the table below. POWER POWER POWER Modem POWER light status What’s happening What to do Power light is off Power supply problem Check your power cable’s plugged in correctly and mains power is on.
Useful information Useful web site addresses Default Hub settings BT Infinity: www.bt.com/infinity/start Broadband username (PPP): bthomehub@btbroadband.com Help and support: www.bt.com/help/infinity Broadband password: none required Your Hub Manager: bthomehub.home Encapsulation: PPPoE or PPP over Ethernet Muliplexing: VC based or VC Mux Password – see important note on page 15.
Save energy The small print Warranty We guarantee that the BT Home Hub will work to the relevant specification for the minimum period of your agreement* and that it will be free from faulty design, manufacture or materials. If at any time during the minimum period, you find that your BT Home Hub or other equipment isn’t working properly, you may return it to us and we’ll replace or (at our option) repair it.
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 049313 / V3 Designed by The Art & Design Partnership Ltd Available in other formats including braille, large print or audio CD.
