BT Business Hub 3 Getting Started And Troubleshooting Download Page 25

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Connection troubleshooting

To restart your Hub, press and release the Restart button on the back of your Hub.
Wait for the Power light to turn blue.

Hub light status

What’s happening

What to do

Broadband light is orange

Hub can’t connect to broadband

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

Broadband light is red

Broadband’s active, but can’t connect

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.
If you’ve got a computer connected to your Hub, open your web browser for some help.

Or go to page 25

Broadband light is blue

Hub’s broadband is okay

You’ve a problem with your computer connection, go to page 29

Wireless light is off

Wireless isn’t active

If your Power light is orange, this means your Hub is sleeping in Power Save mode to save

energy. You can wake up your Hub by pressing and releasing its Restart button.
If your Power light blue is blue, go to your Hub Manager at http://btbusinesshub.home to

switch on wireless. For more help, go to www.bt.com/business/help/hub3wifi

Wireless light is orange

Wireless security is off

It’s a good idea to have your security on for your safety. Go to your Hub Manager at

http://btbusinesshub.home to switch on security.
For more help, go to www.bt.com/business/help/hub3

Wireless light is flashing orange

Hub is connecting to a device using

wireless via WPS

Wait two minutes for your Wireless light to turn blue – it’ll turn orange if security’s off

(see above to find out how turn security on). To find out more about WPS go to page 12.
For more help, go to www.bt.com/business/help/hub3wifi

All lights are dimmed

Hub is sleeping in power save mode

to save energy

Lights return to full power as soon as the Hub sees any activity. For more about BT Power save,

see page 18 or go to www.bt.com/business/help/hub3powersave

All lights are flashing blue

Password override in progress

Wait two minutes for all lights to turn steady blue.

For more help, go to www.bt.com/business/help/hub3

Summary of Contents for Business Hub 3

Page 1: ...BT Business Total Broadband Getting started and troubleshooting For online help go to www bt com business help broadband ...

Page 2: ......

Page 3: ...ub 3 please see the Getting Started section of this guide Getting up to speed 2 Get some help 4 Getting started 6 Connect other computers and devices 10 About your Hub 16 Connection troubleshooting 20 Useful information 30 The small print 32 Index 34 ...

Page 4: ...t com When you use the broadband speed tester plug your computer directly into your BT Business Hub with an Ethernet cable if you use wireless or connect to a Local Area Network LAN you won t get an accurate result leave your browser open on your computer but close any other tabs or applications make sure there s no one else using your network if there is you won t get an accurate result leave you...

Page 5: ... to consider upgrading your computer to the latest wireless n technology for faster wireless speeds you can now get wireless cards with this at www businessdirect bt com or high street computer shops Your computer and the internet The power of your computer can greatly affect performance if you have an older less powerful processor you may not be getting the best out of your broadband speed and mi...

Page 6: ...ices go to page 10 Connection troubleshooting go to page 20 Desktop help new and better than ever BT Broadband Desktop Help PCs only is included with your BT Business Total Broadband service It s a tool that identifies 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 Desk...

Page 7: ...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 ...

Page 8: ...out 2011 British Telecommunications plc v1 0 0 This CD works with Microsoft Windows XP SPI and above Vista and 7 Apple Mac OS 10 4 to 10 7 x Use to set up your BT Business Hub and your computer or add other computers as prompted by your User Guide BT Business Broadband installation CD Check contents You ve got two boxes Set up CD BT Business Hub 3 with power supply Something missing Contact us onl...

Page 9: ...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 These devices need to use a filter to prevent interference with your broadband service 1 2 3 If you ve an ADSL master socket which looks like this plug your broadband c...

Page 10: ... 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 ...

Page 11: ...Getting started 9 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 ...

Page 12: ...th wireless Your BT Business Hub 3 is wireless enabled so you just need to check that your computer or other device can connect wirelessly If you ve bought a laptop in the last couple of years it s likely to have wireless built in but you may need to turn it on using a button or switch on your laptop If you use a normal desktop computer this may also have wireless built in If you aren t sure check...

Page 13: ...Hub s handy pull out see page 16 There s a space on page 31 for you to keep a note of these details Once you ve found these follow the instructions that came with your device for the Hub read on If you re trying to connect a computer or a device turn on its wireless there s usually some sort of switch Then try hovering your mouse or cursor over the icons in your computer s system tray or status ba...

Page 14: ...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 org wifi protected setup You may need these details Authentication type WPA2 PSK or WPA PSK Encryption type AES WPA2 or TKIP WPA Mode in...

Page 15: ...g a different web page The problem may be with the web site you re trying to get 3 If you re using a firewall check it isn t blocking your web browser s connection to the internet Try temporarily turning off your firewall and then restarting your browser If you can now get on the internet there s a problem with your firewall settings To fix this problem see your firewall s help information 4 Make ...

Page 16: ...ystem tray usually on the lower right hand corner of the screen one of these may show if your wireless is connected Click or right click on this to launch wireless manager If you still can t get a wireless connection Try moving your computer closer to your Hub Move your computer and Hub away from large electrical appliances Temporarily turn off other wireless devices such as wireless TV video send...

Page 17: ... 2 Click PC Healthcheck 3 Click the wireless tab 4 Follow the instructions to change wireless channel 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 http btbusinesshub home into the address bar of your web browser 2 Click Settings 3 If asked enter you...

Page 18: ... your choice There s some space on page 31 if you d like to write it down You can also enter a password hint that can help you remember your password when you need it If you can t remember your Admin password you can use the Password Override feature When you re in Hub Manager press the Password Override button Then press and hold the WPS button for about 20 seconds and you ll then need to enter t...

Page 19: ...ssword sent to you and click Connect Note if you re using using a corporate VPN you ll need to disconnect first Then go to your Hub Manager at http btbusinesshub home and follow the on screen instructions Hub sockets summary Broadband ADSL socket grey connects your Hub to your broadband line via an ADSL filter Broadband BT Infinity socket red only for BT Infinity for business and fibre optic produ...

Page 20: ...ur Hub Manager the Power light will then be orange To find out more about your Hub features go to www bt com business help hub3 Static IP If you ve ordered Static IP addresses you can find out more about them and how to assign them at www bt com business help IPAddresses BT Wi fi Your new BT Business Hub 3 comes already set up as a BT Wi fi hotspot so you can offer your customers wireless access f...

Page 21: ... include reactivating your BT Wi fi hotspot settings resetting any wireless settings that you changed resetting your Hub Admin password and any Hub Manager changes resetting your network login details see page 17 What to do with an old Hub If you ve got a new Hub as a replacement for a faulty one please return the faulty one using the returns envelope sent with the replacement If you don t have a ...

Page 22: ...upply or power is off Power light briefly solid orange and then flashing orange Hub is restarting Power light is red Hub has a problem restarting Power light is orange BT Power Save is active Power light is blue Hub s Power supply is okay Broadband light is off There isn t a broadband connection Broadband light flashing orange then purple and orange Hub s connecting to broadband Broadband light is...

Page 23: ...e page 18 or go to www bt com business help hub3powersave Nothing power s okay Check your Power light is blue and that your broadband cable s connected correctly Then press and release your Hub s Restart button If you ve got a computer connected to your Hub open your web browser for some help Or go to page 26 Wait until light turns blue this can take a few minutes If it s still flashing after 24 h...

Page 24: ...ening 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 s...

Page 25: ...page 29 If your Power light is orange this means your Hub is sleeping in Power Save mode to save energy You can wake up your Hub by pressing and releasing its Restart button If your Power light blue is blue go to your Hub Manager at http btbusinesshub home to switch on wireless For more help go to www bt com business help hub3wifi It s a good idea to have your security on for your safety Go to you...

Page 26: ...on the back of the Hub 2 check that any extension sockets you re using have an ADSL filter fitted see page 7 3 if you re using an extension lead or extension socket plug the ADSL filter and Hub directly into your main phone socket 4 unplug any other telephone devices such as telephones fax machines digital TV boxes etc leaving only your Hub and its ADSL filter plugged in 5 if the Broadband light i...

Page 27: ...rowser to check you re connected to the internet 5 If the Broadband light is still red try accessing the Hub Manager see page 16 selecting Settings then Internet and click Reset username 6 If the Broadband light is still red try resetting the Hub s default settings see page 19 7 If the Broadband light is still red please call us on the number shown under Need help in your welcome emails and letter...

Page 28: ...r midnight on your broadband activation day check that the broadband cable grey ends is correctly inserted into your Hub s Broadband socket grey 3 Check that the other end of the broadband cable is correctly inserted into the ADSL filter s DSL socket and that the ADSL filter is correctly plugged into your phone socket see page 7 4 Plug a phone into the Phone socket on the ADSL filter and listen fo...

Page 29: ...ng internet performance by calling broadband service status on 0800 169 0199 If service is okay and you re using an extension lead or extension socket plug the ADSL filter and Hub directly into the main phone socket 2 unplug any other telephone devices such as telephones fax machines digital TV boxes etc leaving only your Hub and its ADSL filter plugged in If the Broadband light is now a steady bl...

Page 30: ...ewall check it s not blocking your browser s connection to the internet Try temporarily turning off your firewall and then restarting your browser If you can now access the internet there is a problem with your firewall settings To fix this problem see your firewall s help information 6a if you re using a computer that s connected to your Hub using the Ethernet cable Check that this cable is inser...

Page 31: ...rner of the screen one of these may indicate if your wireless is connected Click or right click on this to launch wireless manager try moving your computer closer to your Hub make sure the computer and Hub aren t close to large electrical appliances If you still can t connect try refreshing the wireless network channel see page 15 run your CD to automatically correct these settings Note if your co...

Page 32: ...web site addresses Help and support www bt com business help broadband Your Hub Manager http btbusinesshub home password see page 16 Jot down your details here BT network login username BT network login password Useful information ...

Page 33: ...s 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 b g or n Authentication WPA PSK or WPA2 PSK also known as WPA Personal Encryption type AES or TKIP Mode infrastructure not ad hoc Hub Admin password Your password s printed under your Hub and on its pull out Make a note of any changes here ...

Page 34: ...ct sunshine Don t spill liquid on your Hub Keep your Hub away from sources of heat such as heaters or radiators Don t try to disassemble or open up your Hub yourself Not only will it make your warranty void it may expose you to dangerous voltage or other hazards The small print Before cleaning your Hub disconnect its power supply Use a damp cloth for cleaning For better performance don t place you...

Page 35: ... techniques helping to minimise the environmental impact treat hazardous substances safely and avoid too much landfill Before disposing of any such equipment we recommend you reset it to its default settings this should remove all your personal settings To find out how to reset your Hub to its default settings see page 19 Declaration of Conformance Declaration of Conformance with European Communit...

Page 36: ...fault 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 filters 7 8 Hub default settings 19 Hub features 18 Hub lights 20 29 Hub sockets 17 Hub Manager 16 19 Network login password 17 30 Network login username 17 30 Online help 4 Password 17 25 Password Override 16 22 Power Save 18 20 23 33 Power light 20 29 R...

Page 37: ...Index 35 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 ...

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Page 40: ...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 1800000 V2 Written and designed by The Art Design Partnership and Muse Publishing ...

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