User guide
2 Get some help
Get some help 3
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/innity
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.
Other ways to get help
Advice, tutorials, common questions and videos: go to www.bt.com/gettingsetup
Tips from other users in our forums: go to www.bt.com/community
Connecting other computers and devices: go to page 4.
Connection troubleshooting: go to page 10.
Desktop help
BT Broadband Desktop Help is included with your BT Innity service. It’s a tool that
identies problems with your broadband, email or wireless connection. Once it’s
installed on your computer, it continually checks your broadband connection. If there’s
a problem, BT Broadband Desktop Help automatically pops up to help x it.
To open desktop help, just double-click its icon
on your desktop or download it
straight to your computer from www.bt.com/help/broadbanddesktophelp
Get some help
1 £9.99 per month with minimum three-month subscription or £24.99 one-off fee for a single call. Some technical queries may
not be resolvable. Fair usage policy applies. Exclusions, terms and conditions apply.
2 Engineer visits: costs start from £88.99.
Prices shown include VAT at 17.5%. VAT rate and prices are subject to change. See www.bt.com for the latest prices.
BT Broadband Desktop Help will:
• alert you if you have a problem
• support you 24 hours a day
• help you get back online
• set up or troubleshoot your email account
• run a PC health check
• x problems in the background
• help you set up your home network
• update automatically
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 super-fast connection means faster help, if you need it.
Just go to www.bt.com/help/innity
If you still have problems connecting, see page 10.
Help with computer problems
While the other help listed here focuses on BT Innity and the BT Home Hub, BT Home
IT Support advisers can offer you straightforward, jargon-free help with a wide range
of computer-related issues. For example: general computer problems, printers, MP3
players, games consoles, cameras, new software packages, setting up a new laptop,
help with a virus, help connecting more computers to your Hub and more.
You can get help over the phone
1
or in person
2
. To nd out more, go to
www.bt.com/homeitsupport