Welcome to BT Business Total Broadband Quick Reference Guide Read the information in this Quick Reference Guide to help you start using your new BT Business Total Broadband service powered by fibre. The CD will help you make the most of your new service. It includes your User Guide, with more detailed service information and troubleshooting. For online help, go to www.bt.
Contents Important things you need to know 3 Where to get help 4 Check your Welcome Pack contents 5 About your BT Business Hub and Openreach modem 6 Connect other computers or devices 7 Hub connection troubleshooting 9 Openreach modem connection troubleshooting 10 Useful information 12 Broadband speed 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.
Important things you need to know • Your equipment will get warm once connected to the power supply. Although this is normal, you should make sure that your equipment has adequate ventilation to prevent overheating. Never block the vents on your equipment. • Don’t expose your equipment to rain, water, moisture or direct sunshine. • Don’t spill liquid on your equipment. • Keep your equipment away from sources of heat such as heaters or radiators.
Where to get help On your desktop Desktop Help is a tool that identifies problems with your broadband, email or Wi-Fi connection, suggests quick fixes or fixes problems remotely. It’s installed automatically when the CD included in your Welcome Pack is used to set up your BT Business Total Broadband service. Once Desktop Help is installed, you’ll see the icon on your desktop.
Check your Welcome Pack contents Open your BT Business Hub box and check everything’s there (you may not need all the items). If something’s missing, contact us (see ‘Where to get help’).
About your BT Business Hub and Openreach modem Your BT Business Hub is a broadband router that can connect computers to the internet using wired or wireless connections. It can share the broadband service across separate computers and devices (e.g. printers) and BT services (such as BT Business Broadband Voice and BT Office Anywhere).
Connect other computers or devices For help at any stage, see ‘Where to get help’ or the User Guide on your CD Connect computer using wireless without the CD 1 If your computer is already connected to your BT Business Hub using an Ethernet cable, unplug this cable. 2 Place your computer close to the Hub for a good wireless signal. 3 If you haven’t already, install your wireless adapter in your computer using the adapter manufacturer’s instructions.
If your computer is showing the message ‘Windows cannot configure this wireless connection’, see the User Guide on your CD or www.bt.com/business/help/fibre 6 Open your web browser – you should be on the internet. If you can’t connect to the internet, make sure that the ‘Automatically detect settings’ box is checked in Internet Options/ Connections/LAN settings. Then restart your computer and try these steps again. For more about wireless, including adapters, see the User Guide on your CD or www.bt.
Hub connection troubleshooting If your connection isn’t working or it’s very slow, check your Hub lights and find out what to do using the table below. Hub light status What’s happening What to do Power light is flashing orange Remote update in progress Wait until light goes out.
Hub light status What’s happening What to do Internet light is green Hub is connected, but there may be a problem with your computer and/or its connection to Hub If using Ethernet Restart your Hub and wait until light turns steady green – this can take a few minutes If using wireless Check that your computer’s wireless adapter is fitted and/or turned on (see your computer manual for help) Check your wireless connection software (it should show if your computer’s connected to your Hub) Move your compute
Openreach modem connection troubleshooting If your connection isn’t working or it’s very slow, check your Openreach modem lights and find out what to do using the table below.
DSL light is flashing green Hub is connecting to broadband Wait until light turns steady green – this can take a few minutes Modem light status What’s happening What to do LAN1 is off Check that the red Ethernet cable is correctly inserted into your Hub’s Broadband socket (red), and that the other end is correctly inserted into the LAN1 socket on the Openreach modem Openreach modem can’t detect your Hub Try resetting your modem Try restarting your Hub Check service status on 0800 169 0199 DSL light
Landline cable (optional) With the landline cable fitted: • you can make calls using your business telephone number from the phone that’s plugged into your BT Business Hub by dialling ‘5’ before the number you wish to call.
Useful information Jot down your details here to have them handy BT Business Total Broadband username: BT Business Total Broadband password: BT Business Broadband Voice telephone number: BT Business Broadband Voice password: Wireless network name (SSID1): Security type (WPA-PSK or WPA2-PSK or WEP): Hub Manager password2: 1 Printed on bottom of your Hub. 2 Default is serial number printed on bottom of your Hub.
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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 2011 Registered Office: 81 Newgate Street, London EC1A 7AJ Registered in England No. 1800000 Item code 061514 / v1 Designed by The Art & Design Partnership Ltd PHME 61868 Also available in braille, large print and audio CD.
