BT Total Broadband User guide and troubleshooting For set-up, follow Getting Started guide For online help, go to www.bt.
Contents To install your BT Home Hub 3, please follow your handy Getting Started guide. This User guide contains more detailed information and help. Get some help 2 Connect other computers and devices 4 About your Hub 10 Common questions 13 Connection troubleshooting 30 Useful information 42 The small print 44 Index 46 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.
Get some help www.bt.com/help 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 30. 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/help Other ways to get help Run BT Broadband Desktop Help – see below Advice, tutorials, common questions and videos: go to www.bt.
BT Broadband Desktop Help will: • • • • alert you if you have a problem support you 24 hours a day help you get back online run a PC health check • • • • set up or troubleshoot your BT email account fix 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.
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 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. What should I do? PC users: click on My Computer in the Windows Start menu, right-click your CD icon, then click BT Home Hub Setup.
How to connect other computers or devices that don’t use a 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. If you’ve a wireless device such as a laptop, netbook, smart phone or games console Use its wireless feature to connect to your Hub. You’ll need your Hub’s wireless network name and wireless key.
An even easier way to connect devices Your clever new Hub has a WPS (wi-fi protected set-up) button. What’s that mean? It means all you have to do to connect a WPS-enabled device or a PC (running Windows 7 or Windows Vista with Service Pack 2) is find your Hub’s network name using the device or PC you’re trying to connect to broadband – and when you’ve found and highlighted it and clicked Automatically connect, press the WPS button on your Hub within two minutes. Some devices may need you to press a button.
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 your Getting Started guide. Check the Hub lights table and troubleshooting on page 30. 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.
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. • Check that your computer’s wireless is turned on.
If you can’t use desktop help, you can manually change wireless channels using the steps below. You’ll need a computer connected to the Hub to access your Hub Manager. 1 Access Hub Manager by typing bthomehub.home into your web browser. 2 Click Settings. 3 If asked, enter your Hub Admin password or set your own new password. You’ll find your Hub Admin password on the bottom of your Hub. 4 In the Basic Settings menu, click Change the wireless channel to avoid interference. 5 Click the Refresh button.
About your Hub Hub Manager Your BT Home 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 bthomehub.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.
Hub sockets summary Broadband: ADSL socket (grey) connects your Hub to your broadband line via an ADSL filter Broadband: BT Infinity only for BT Infinity and fibre optic products socket (red) Ethernet sockets (yellow) 1–4 connection (no. 4 is a GigE port, which is used for high-speed devices like network attached storage (NAS) drives and high spec computers) USB socket for connecting USB 2.
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/help 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.
Common questions Use this section to find answers to some of the most common questions. Contents Connecting your Hub or router 13 Using ADSL filters 22 Working with wireless 25 Broadband speed and phone line 28 Other common questions 29 Connecting your Hub or router Q When should I start setting up my BT Home Hub? You can start setting up your Hub at any time – but please bear in mind that your new broadband line may not be activated until midnight on your activation day.
Q I want to replace my existing BT Home Hub, BT Voyager or other modem/router with my new Hub. What do I do to set it up? To replace: • an existing BT Home Hub, go to A • an existing BT Voyager router, go to B • another modem/router, go to C A Replace an existing BT Home Hub 1 Make a note of any changes you’ve made to your Hub Manager settings before unplugging your existing Home Hub, as you’ll need to make these changes again with your new BT Home Hub 3.
If you’ve received your new Hub as a replacement for a faulty one, please return the faulty one using the returns envelope sent with the replacement. B Replace an existing BT Voyager router 1 Turn off power to your router and unplug its power cable at the mains power socket. 2 Unplug the DSL cable from your router’s DSL socket as well as from its ADSL filter. If you got new filters with your new Hub, we suggest you use them. If not, leave the existing filter plugged into its phone socket.
Q I want to continue using my existing modem/router. What do I need to do to connect to BT Total Broadband? We recommend that you use the BT Home Hub 3 to get the most out of your BT Total Broadband service. But if you’re going to be using another type of modem or router, please follow its set-up instructions. You may need the following information: Connection, PPP or username: broadband.user@btbroadband.
• computer using the Ethernet cable – go to C on page 19 • games console or other device using the Ethernet cable – go to D on page 20 If you aren’t sure whether to use wireless or the Ethernet cable, see ‘Learn about…’ in your Getting Started guide. A I want to connect my computer using wireless 1 If your computer’s already connected to your Hub using an Ethernet cable, unplug this cable. 2 Place your computer close to your Hub for a good wireless signal.
Windows XP/Vista Windows 7 Mac OS X 1 Go to Start, click Control 1 Click the AirPort Status icon in the menu bar. Panel then click Network and Internet, followed by 2 Click your Hub’s network Connect to a network. name (checking that the last four digits match 2 Click on your Hub’s your Hub’s details, e.g. network name (checking BTHub3-2345). that the last four digits 2 Highlight your Hub’s match your Hub’s details, network name (checking 3 Mac OS X 10.4 and e.g.
6 Open your web browser – you should be on the internet. If you can’t connect to the internet, please restart your computer and try these steps again – or follow any related on-screen troubleshooting instructions. If a dial-up window appears, see page 21. 7 Congratulations – you’re now connected to BT Total Broadband using your BT Home Hub. To continue set-up and explore BT Total Broadband’s great features, including security, email and more, go to www.bt.
3 Plug the other end of the Ethernet cable into your computer’s Ethernet socket. 4 Open your web browser – you should be on the internet. If you can’t connect to the internet, please restart your computer and try these steps again – or follow any related on-screen troubleshooting instructions. > If a dial-up window appears, see page 21 > If you still have difficulty connecting to the Hub, see the lights table on page 30 5 Congratulations – you’re now connected to BT Total Broadband using your BT Home Hub.
Q I don’t have an Ethernet port. Can I still connect to the Hub using a cable? You can use an Ethernet (wired) or wireless connection with your Hub. If your computer doesn’t have an Ethernet port, you can add one by using a USB to Ethernet adapter or, for a desktop computer, a PCI Ethernet card. You can buy an adapter or card at a computer shop or www.bt.
Using ADSL filters Q I already have ADSL filters. Do I need to change them over? You can leave your existing filters in place or replace them with the new ones sent with your Hub. It’s up to you. Q What do I do if I don’t have enough ADSL filters? You can get ADSL filters from www.shop.bt.com/microfilters or most high street computer shops. If you don’t have enough filters, but want to set up broadband, you should unplug any device without an ADSL filter from its phone socket.
Q Fitting filters – what do I do? Follow the example below that most closely matches your home set-up.
One socket near computer, extension lead doubler used for phone One socket – extension lead to Hub and extension lead to digital TV box Tips • You can connect a phone and Hub to the same ADSL filter. • You can connect two phones to the same ADSL filter if you use a socket doubler. • An ADSL filter should be at one or the other end of an extension lead only, not both. • If you’re using a phone extension lead for your Hub, the ADSL filter must be fitted at the same end as the Hub.
Working with wireless Q How do I change the wireless channel on my Hub? 1 Access Hub Manager by typing bthomehub.home into the address bar of your web browser. 2 Click Settings. 3 If asked, enter your Hub Admin password. 4 In the Basic Settings menu, click Change the wireless channel to avoid interference. 5 Click the Refresh button. 6 Wait a minute for your Hub to select the best channel. For more information on your Hub Manager, see page 10. Q My computer or device doesn’t work with WPA.
To configure your Hub to accept WEP: 1 Access Hub Manager by typing bthomehub.home into the address bar of your web browser 2 Click Settings 3 Enter your Hub Admin password or if prompted set your own new password 4 Click Wireless, then click WEP (64/40 bits) 5 In the Wireless key (WEP) field, type in a new ten-character ‘key’ of your choice.
Q I’m using a wireless adapter but can’t get a wireless connection with my Hub. What do I need to do? 1 Using another computer that’s connected to your Hub or, by first connecting your computer using the Ethernet cable (see below), access Hub Manager by typing bthomehub.home into the address bar of your web browser. 2 Click Settings. 3 If asked, enter your Hub Admin password. 4 Go to Wireless interface type and change it to a different setting (if you’ve found that the ‘802.
Broadband speed and phone line Q What affects my broadband speed? When you have too many things happening at once, the speed or quality of service you receive may be affected. If this happens, you may notice slower download rates and interruptions to streaming services, such as online videos or phone calls. This is normal and not a fault with your service but, to help fix this, simply reduce the number of things happening at the same time over your broadband line.
Other common questions Q I’ve been asked to type in my BT Yahoo! Mail address and password. What’s this? Your BT Yahoo! Mail address (also known as your BT Total Broadband username) and password were sent to you by email or letter when you ordered your broadband service. For more information about finding or resetting these details, go to btyahoo.com and click on ‘Forgot password?’ on the sign-in page.
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 Power light is off There’s a problem with your power supply or power is off Check your power cable’s plugged in correctly at the socket and that mains power is on.
Hub light status What’s happening What to do Hub can’t connect to broadband Check you’ve got ADSL filters plugged in correctly in all your home’s phone sockets. Check service status on 0800 169 0199. If you’ve got a computer connected to your Hub, open your web browser for some help Broadband light is red Broadband is active, but can’t connect Wait a few minutes. Then reset your broadband username in your Hub Manager at bthomehub.home.
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 in your home, 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.
What to do if you’re using your own router and have a problem If you aren’t using a BT Home Hub and have a connection problem, follow the troubleshooting advice below. Please check the information supplied with your equipment – there may be a troubleshooting section. Your router’s lights can often also help you identify a problem. If you’re online and need help and advice, please go to www.bt.com/help or your router manufacturer’s web site.
Or, if you’ve a BT Home Hub available, you could disconnect your existing equipment and try using your BT Home Hub (see your Getting Started guide). If you’re still having problems, call 0800 169 0199 to check service status. If service status for your area is okay: • for router problems, contact your router manufacturer.
Useful information Useful web site addresses MyBT: www.bt.com/mybt Help and support: www.bt.com/help Your Hub Manager: bthomehub.home Password – see page 10. Jot down your details here BT Total Broadband username: BT Total Broadband password: Your username and password are also your BT Yahoo! Mail address (email address) and password.
Default Hub settings Broadband username (PPP): bthomehub@btbroadband.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 Home 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 2, 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/help/homehub Please disconnect your Hub from its power supply when not in use for an extended period (e.g. a holiday), but remember that when you do so all connected computers (and any other devices that use your Hub to connect to your broadband line) will lose internet access.
Index Access controls 11 ADSL filters 14, 15, 22-24, 34, 36, 37 Admin password 10, 43 Firewall 7, 38, 40 Fitting filters 23-24 Forums 2 Broadband light 7, 12, 30-32, 34-36 Broadband speed 28 BT Broadband Desktop Help 2-3, 8 BT FON 12, 14 BT Home IT Support 3, 41 BT Power Save 11, 30-33, 45 BT Total Broadband username 29, 42 BT Voyager router 14-15 BT Yahoo! Mail address 29, 42 Games console 5, 16, 19, 20 Connecting devices to Hub 4-7, 16-21 Connecting without CD 5, 16-21 Connection troubleshooting 30-4
Security 25, 26, 32, 33 Set-up 4, 6, 13, 14, 44 Serial number 10 USB 11, 15, 21 Useful information 42-43 Username 10, 29, 42, 43 WEP 19, 25-26 Wireless 5, 8-9, 17-19, 25-27, 32, 39, 40, 43 Wireless adapter 8, 17, 25, 27 Wireless channel 8-9, 25, 40, Wireless security 18, 26, 32 Wireless signal 8, 17, 39 WPA 6, 17, 18, 19, 25-26, 43 WPS 6, 10, 18, 32, 33 Index 47
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.
