BT Business Hub User Manual Download Page 38 | Manualshive

Page: 38 / 63

background image

Help

37

General troubleshooting

We recommend that you run the CD included in your Welcome Pack and install
Desktop Help. Desktop Help

(see page 4) identifies problems with your broadband,

email or Wi-Fi connection, suggests quick fixes or fixes problems remotely.

In this section, you’ll find some answers to the more common connection problems.
If you’re online, see www.bt.com/business/help/broadband for lots more help
and advice.

Page

My CD won’t run. What should I do?

39

How do I make a connection to my computer without using the CD?

39

Where can I find my email address and password?

39

Where can I find my BT Business Broadband Voice username (056 phone
number) and password?

40

I already have a modem or router. What should I do?

40

I already have a BT Business Hub. What should I do?

41

Can I use an extension lead to connect my Hub to my phone socket?

41

Fitting filters – what do I do?

42

I have an ADSL master socket. Do I still need to use filters?

44

Can I connect more than one telephone to a filter?

44

What do I do if I don’t have enough ADSL filters?

44

My broadband connection to my Hub is unreliable. What should I do?

45

Why does my broadband speed seem slow?

45

Is my broadband a contended service? If so, what is the contention ratio?

46

Is there anything I can do to improve the speed of my broadband connection?

46

More…

Learn about…

Set-up

Ex

tr

a f

eat
ur

es

Help

«
...
36
37
38
39
40
...
»

Summary of Contents for Business Hub

Page 1: ...BT Business Total Broadband User Guide ...

Page 2: ...il Static IP BT Openzone BT Business Broadband Voice VoIP Help 29 How to get help if you need it Index 59 We can set it all up for you For a small charge a BT Business IT Support engineer can visit and set up your broadband email and security and give you a brief introduction to the service Making sure you get the most out of your broadband whilst freeing up time so you can focus on running your b...

Page 3: ...Learn about Set up Extra features Help ...

Page 4: ...band service will give you the fastest speed your phone line can support Line speeds may vary depending on a number of factors such as line quality distance from the exchange or usage on the network Your line needs time to establish its best 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 broadban...

Page 5: ... Business Total Broadband has to offer at www bt com business help Desktop Help 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 ic...

Page 6: ...ge on the network For accurate information about your broadband speed see our speed checker at http speedtester bt com Note 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 This may occasionally interrupt your service and cause your speed to vary This is normal and your speed will settle dow...

Page 7: ... to start Important you can only set up your broadband on or after your activation date If it isn t your activation date yet please wait until then before following the steps below Your activation date is in your welcome letter and email Please wait until your activation day date advised in your welcome letter or email Your service may not be ready until 8pm on your activation day Please don t try...

Page 8: ...e ll explain what you need as you go through this set up If something you need to use is missing call us on 0800 169 8639 P1 P2 You may not need all these items Broadband cable black with pink ends ADSL filters x2 BT Business Hub and stand Wireless settings card Ethernet cable yellow Note you may also get a BT Business Broadband Voice adapter BTBusinessHub XX XXXXXXXXXX XXXXXXXXXXXX Power supply I...

Page 9: ...o the phone socket if your computer connects to a separate modem router or Hub unplug any cables running from it to your computer phone socket and mains power If you already have broadband and ADSL filters attached to your phone lines you can leave them in place and re use them with BT Business Total Broadband If you already have a BT Business Hub see page 41 To continue to use your existing broad...

Page 10: ...ers fitted to them If you don t already have filters fitted from a previous broadband connection At each phone socket that you re using For help and examples on fitting filters see page 42 If you don t have enough filters see page 44 If you have an ADSL master socket see page 44 1 2 3 Unplug the device from the socket Plug an ADSL filter into the socket Plug the device you just unplugged into the ...

Page 11: ... socket on one of the ADSL filters 2 Plug the power cable into your Hub s power socket and a nearby mains power supply Please don t plug in the yellow Ethernet cable just yet we ll tell you when to connect it if you need to If the broadband cable isn t long enough to reach one of your ADSL filters see Can I use an extension lead to connect my Hub to my phone socket on page 41 Learn about Set up Ex...

Page 12: ...u re going to connect your computer to your Hub and choose whether to use the CD or manual set up Using the CD will help you choose and set up your connection I d like to Page Connect computer using CD recommended 12 Connect computer using wireless without CD 13 Connect computer using the Ethernet cable without CD 15 If you don t have a wireless adapter or your computer isn t wireless enabled see ...

Page 13: ...nect to your Hub 2 Wait a few moments for the CD to start follow the on screen instructions Important If your CD doesn t run automatically 1 insert the CD into your CD drive 2 if asked to install or run a program close this window 3 go to My Computer and double click on the drive containing the CD 4 double click on the file name setup exe 5 follow the on screen instructions If CD doesn t automatic...

Page 14: ...2 11b or g compatible If you don t have a wireless adapter or your computer isn t wireless enabled see page 47 4 Find your Hub s preset wireless network name SSID and Wi Fi key WPA2 These are printed on your wireless settings card found in your Hub s box and also on the side of your Hub 5 Follow the instructions for your computer s operating system below or if your wireless adapter has its own sof...

Page 15: ...essHub 110 3 Click the Hub s network name 4 Type your Hub s Wi Fi key into the Password box 5 Click OK and wait a few moments while your computer connects to your Hub 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 the Connect computer using wireless without the CD steps again If your computer is showing the message Wi...

Page 16: ... Open your web browser you should be on the internet If you can t connect to the internet please restart your computer and try the Connect computer using the Ethernet cable without the CD again If you still can t connect please check that your computer s IP settings are correct see page 24 or run the CD If a dial up window appears see page 52 5 Congratulations you re now connected to BT Business T...

Page 17: ...d then follow the steps on the relevant page Connecting extra computers using the CD Follow the steps on page 12 Connecting extra computers using wireless without the CD Follow the steps on page 13 Connecting extra computers using the Ethernet cable without the CD Follow the steps on page 15 Learn about Set up Extra features Help ...

Page 18: ...Hub s serial number you can find this on the side of your Hub You can change this default password using your Hub Manager see page 52 Use this section to learn about extra features Page Security Your wireless network Changing security levels Firewall 18 18 18 20 Email 21 Networking 21 Domain names 22 Content screening 23 Internet access control 23 Static IP 24 BT Openzone wireless internet access ...

Page 19: ...s on page 48 Always make sure you re connected before you try and change any of your settings You could change the level of security for your wireless network in a number of ways A Change the preset network name or SSID for your Hub This helps to hide your network from unauthorised users and potential hackers who may be scanning for wireless networks When choosing a new SSID we recommend that you ...

Page 20: ...es you d like to connect to your Hub and also block any devices that you don t wish to allow access E You have a choice of security levels For extra security you can change all your devices or adapters to WPA2 If you change your Hub s Wi Fi key or network name SSID all your wireless devices will lose their connection to your Hub You ll need to reset each device to match the new wireless settings T...

Page 21: ...ils All calls made to BT or from BT may be recorded to help us give you a better service Firewall Your Hub s Firewall Monitor continuously assesses any threats to your network while automatically keeping itself up to date with software updates To configure your firewall settings 1 open your web browser type http home for your Hub Manager in the address bar and press Enter or your return key 2 clic...

Page 22: ...servers Our incoming mail server name is pop3 btconnect com Our outgoing SMTP mail server name is set to mail btconnect com Note if you re using a non BT mail provider you ll need to enter the name of the incoming mail POP3 server for that mail provider the outgoing mail SMTP server will remain mail btconnect com Find out more about setting up your email at www bt com business help email Networkin...

Page 23: ...name If you d prefer not to transfer your domain name but you wish to use it to send and receive email across BT s mail servers you ll need to contact us to tell us your domain name s This is so our servers recognise your domain name and don t think it s spam See page 58 for our contact details We ll then confirm that you own the domain name This only takes a minute or two and helps us ensure the ...

Page 24: ...ial number on the side of your Hub Internet access control Internet access control is when you use your Hub to block internet based applications such as chat rooms instant messaging and online gaming To set up internet access control 1 open your web browser type http home for your Hub Manager in the address bar and press Enter or your return key 2 click on the Access Control link in the Quick Serv...

Page 25: ... 255 248 if you have 13 Static IP addresses enter 255 255 255 240 5 click Save before you close the window You may be asked to enter your password if you haven t changed it the default password is the same as the serial number on the side of your Hub 6 you ll see a confirmation message that all s okay Once you ve set up your multiple Static IP addresses you can use one of the following methods to ...

Page 26: ...for Address Assignment and Public Fixed 217 37 237 73 for WAN IP Mapping 5 Click Save before you close the window You may be asked to enter your password if you haven t changed it the default password is the same as the serial number on the side of your Hub Set your Hub to provide any available Static IP address 1 Keep the computer in DHCP mode i e obtain an IP address automatically 2 Open your we...

Page 27: ...r you ll see a number of lines of text and the prompt will appear again type in ipconfig renew and press Enter your public Static IP addresses will be listed when you ve finished close the MS DOS window To renew the IP address in Mac OS X click the Apple icon then select System Preferences click the Network icon to open Network preferences select your connection type from the list of services on t...

Page 28: ...these simple steps 1 Once you ve set up your BT Business Total Broadband service for set up see page 6 access your Hub Manager by typing http home in the address bar of your web browser and pressing Enter or your return key or double clicking the icon on your desktop 2 Click on BT Openzone in the Quick Service Links section 3 Click Disable You may be asked to enter your password if you haven t cha...

Page 29: ...o order BT Business Broadband Voice There s a small extra monthly charge for BT Business Broadband Voice For more information go to www bt com business broadbandvoice Already got BT Business Broadband Voice For set up see the BT Business Broadband Voice Quick Start Guide at www bt com business bbv userguide To customise your BT Business Broadband Voice features go to www bt com business yourbbv Fo...

Page 30: ...ur Hub 55 Help with connecting to the internet using your BT Business Hub For example you can t browse the internet or send email and your internet connection s very slow What to do Check your Hub lights If the Power light is flashing red see page 30 If the Power light is not flashing red try restarting 1 switch off power at the mains power socket 2 unplug the power cable from your Hub 3 wait for ...

Page 31: ... red and Broadband light is solid green D 33 Broadband light is flashing green slowly E 33 Internet light is green F 35 Power light is solid red G 36 A POWER BROADBAND BROADBAND INTERNET INTERNET Power light is flashing red Important do not turn off or restart your Hub when the power light is flashing red We may occasionally update your Hub s firmware A firmware update can take up to five minutes ...

Page 32: ...ght to glow green 7 If there are still no lights on on your Hub after these steps call 0800 800 154 please make sure you re at your computer and that it s switched on when you call C POWER POWER BROADBAND BROADBAND INTERNET INTERNET Broadband light is flashing green rapidly Your Hub is connecting to broadband Please wait a while Please note after you ve installed your Hub it can take up to 24 hour...

Page 33: ...es in your office leaving only your Hub and its ADSL filter plugged in 7 if the Broadband light is now a steady green your Hub is successfully connected to broadband Connect your computer to your Hub and open your web browser to check you re connected to the internet 8 if the Broadband light still isn t steady green either your office s wiring or an ADSL filter may be faulty Reconnect each ADSL fi...

Page 34: ...lashes roughly every second 1 Make sure it s after 8pm on your broadband activation day If not please wait until after this time 2 If it s after 8pm on your broadband activation day check that the broadband cable is correctly inserted into your Hub s DSL socket 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 corr...

Page 35: ...e ADSL filter and Hub directly into the main phone socket 2 unplug any other telephone devices such as telephones fax machines digital TV boxes in your office leaving only your Hub and its ADSL filter plugged in If the Broadband light is now a steady green either your office s wiring or an ADSL filter may be faulty Reconnect each ADSL filter and telephone device in turn checking the Broadband ligh...

Page 36: ...able see page 49 4bif you re using wireless There are many things that can affect a wireless connection including settings on your computer position of your computer and Hub in your office 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 see your computer manual for...

Page 37: ...ion it may have been asked before Search our frequently asked questions online at www bt com business help If you can t find what you re looking for maybe another BT Business Total Broadband user can answer your question in our online forum go to www bt com business help forums Help with general office computing and technology BT Engineer Install can give you professional IT support and advice acr...

Page 38: ...ord 39 Where can I find my BT Business Broadband Voice username 056 phone number and password 40 I already have a modem or router What should I do 40 I already have a BT Business Hub What should I do 41 Can I use an extension lead to connect my Hub to my phone socket 41 Fitting filters what do I do 42 I have an ADSL master socket Do I still need to use filters 44 Can I connect more than one teleph...

Page 39: ...ssage Windows cannot configure this wireless connection when I try to set up a wireless connection What can I do 50 I d like to continue using my existing router What do I need to do to connect to BT Business Total Broadband 50 How do I set my computer to obtain an IP address automatically 51 What do I do if a dial up networking window appears when trying to connect to the internet 52 How do I acc...

Page 40: ...ection to my computer without using the CD I d like to Page Connect computer manually using wireless 13 Connect computer manually using the Ethernet cable 15 Q Where can I find my email address and password You selected a BT Connect email address also known as your BT Business Total Broadband username or BT Connect email address when you ordered the service It will look similar to your name btconn...

Page 41: ...Manager see page 52 If you can t find your BT Business Broadband Voice username your username is the same as your BT Business Broadband Voice 056 number and password by checking your email or Hub Manager see page 52 go to www bt com business yourbbv Q I already have a modem or router What should I do Turn it off and unplug it from the main power socket Then follow the leads and unplug them from yo...

Page 42: ...ctivated on your Hub shortly after it s connected to broadband You ll know this when the Phone light glows steady green If it doesn t glow green within a few hours you can activate it yourself Go to www bt com business broadbandvoice to find out how to do this If you ve received your new Hub as a replacement for a faulty one please return the faulty Hub following the instructions we gave when you ...

Page 43: ... what do I do Follow the example below that most closely matches your office set up One socket More than one socket One socket phone near socket Extension lead doubler runs to where Hub is Learn about Set up Extra features Help ...

Page 44: ...r 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 an extension lead for your Hub the ADSL filter must be fitted at the same end as the Hub If you ve a socket but there s nothing plugged into it you don t need an ADSL filter Learn about Set up Extra features Help ...

Page 45: ...o I do if I don t have enough ADSL filters You can order ADSL filters at www shop bt com microfilters and most computer shops or by calling us on 0800 800 152 You can still install broadband even if all devices don t yet have an ADSL filter but you must unplug any device without an ADSL filter from its phone socket You can reconnect the device once you ve an ADSL filter for it ADSL v1 0 Calls to 0...

Page 46: ... following 1 restart your Hub by unplugging it at the main power socket 2 check that any extension sockets you re using have an ADSL filter fitted see page 42 3 if you re using an extension lead or extension socket plug the ADSL filter and Hub directly into the main phone socket 4 unplug any other telephone devices such as telephones fax machines printers etc in your office leaving only your Hub a...

Page 47: ...ching more than one computer to your broadband connection may slow down your connection speed Slow processor speed If your computer is running at a slow speed e g the first time it connects to the internet loading new security software and email programs this may slow down your connection speed Multiple activities Too many things happening over your broadband line may affect the quality of service...

Page 48: ... laptop bought within the last year or two it s likely to have wireless built in You need to turn on wireless on some laptops using a switch or button on the computer or an option in the software Check the documents supplied with your computer Q Where can I buy a wireless adapter These are available at www bt com shop and most computer shops Check your computer manual to make sure the type of adap...

Page 49: ...ncryption key or custom encryption key and type in a new key of your choice You can use letters a to f or any numbers It should be ten characters for 64 bit and 26 characters for 128 bit WEP key length Please don t enter the default key that came with your Hub 4 make a note of your new key and click Save You may be asked to enter your password if you haven t changed it the default password is the ...

Page 50: ...ou think your Hub is being affected by interference try moving it and or adjusting its position Your Hub will automatically select the most appropriate channel and may select a new channel if a high level of interference is detected You can also sometimes improve your wireless signal by refreshing or changing the wireless channel on your Hub see How do I change the wireless channel on my BT Busine...

Page 51: ...o I need to do to connect to BT Business Total Broadband We recommend that you use the BT Business Hub to get the most out of your BT Business Total Broadband service However if you prefer to use another type of modem or router please follow its set up instructions You may need the following information Connection PPP or username xxxxxx hgxx btclick com You can find the above details in your welco...

Page 52: ...ctions 2000 XP click Network Connections 2 Right click the icon for the network adapter you use to connect to your Hub 3 Click Properties 4 Windows 7 select TCP IP v4 Vista 2000 XP select TCP IP 5 Click Properties 6 Select Obtain an IP address automatically 7 Click OK twice 8 Open your web browser 1 Go to the Apple menu open System Preferences then click Network 2 Select the adapter you use to con...

Page 53: ... is successfully connected to the internet you re ready to explore your broadband service s great features including security email content screening internet access control and more Go to www bt com business Q How do I access my Hub Manager Open your web browser and type http home or http 192 168 1 254 in the address bar and press Enter or your return key When you submit or save any changes in yo...

Page 54: ...an I do Even if BT Openzone is disabled the subnet 10 x x x IP range settings remain We therefore suggest you use an alternative IP range or follow the steps below to obtain the subnet 10 x x x IP range 1 unplug your broadband cable 2 reset your Hub To find out how to do this see page 55 Warning resetting your Hub means you also have to reset any changes you ve made to the Hub software To see what...

Page 55: ...r Hub to its default settings see page 55 Q I m moving office What should I do Call us on 0800 800 152 giving at least five days notice The BT Business Total Broadband service is subject to availability at your new office Q Where can I get help with general office computing and technology BT Engineer Install can give you professional IT support and advice across a wide range of computer and IT dev...

Page 56: ...l your Hub lights go out 2 stop pressing and wait for the Hub s Broadband light to glow green this may take several minutes Alternatively you may reset your Hub using your Hub Manager 1 Open your web browser and type http home or http 192 168 1 254 in the address bar and press Enter or your return key 2 Select the Settings tab then the Diagnostics tab followed by the Resets link 3 In the Reset to ...

Page 57: ...wilful damage misuse or failure to follow our instructions If you return any equipment as faulty we may test the equipment if it s working we ll send it back to you If we do so we may charge you our costs for our testing and postage This doesn t affect your legal rights relating to equipment that s faulty or wrongly described Safety and regulatory instructions for your BT Business Hub Please read ...

Page 58: ...uipment WEEE Directive 2002 96 EC has been put in place to recycle products using best available recovery and recycling techniques to reduce the impact on the environment treat any hazardous substances and avoid the increasing landfill The symbol shown above and on the product means that the product is classed as Electrical or Electronic Equipment and you should not put it into your domestic waste...

Page 59: ...sword2 1 Printed on side of your Hub 2 Default is your Hub s serial number see side of your Hub Contact us BT Business Total Broadband web site www bt com business BT Business Total Broadband helpdesk 0800 800 154 BT Business Broadband Voice 0800 169 1146 Broadband service status 0800 169 0199 Calls to 0800 numbers are free from UK landlines Mobile costs may vary See www bt com pricing for details...

Page 60: ... to Hub 11 Contention ratio 46 Content screening 23 Control internet access 23 Desktop Help 4 Domain names 22 DSL socket 10 33 44 Index Email 21 Email address 21 39 Email password 39 Email settings 21 Encryption key 18 19 48 Energy saving 57 Equipment disposal 54 57 Ethernet 15 21 Ethernet cable 7 10 15 35 46 Ethernet port 15 Ethernet socket 15 Extra features 17 28 Firewall 20 Firewall Monitor 20 ...

Page 61: ...Security 18 20 58 Set up 6 16 SSID 13 18 20 58 Static IP 24 25 Transfer domain name 22 Troubleshooting 37 54 Useful information 58 Username 12 39 40 47 50 58 Warranty 56 WEP 18 48 58 Wi Fi key 13 14 19 20 58 Wireless 5 13 14 18 20 21 27 35 39 41 46 47 50 55 Wireless adapter 11 13 18 35 47 50 Wireless broadband 27 Wireless channel 35 49 Wireless internet access 27 Wireless network 18 Wireless netwo...

Page 62: ...Index 61 Learn about Set up Extra features Help ...

Page 63: ...en 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 049310 V2 Designed by The Art Design Partnership Ltd Also available in braille large print or audio CD Call 0800 800 150 ...

Reviews:

No comments

Related manuals for Business Hub

Visionbook 14WR

Brand: UMAX Technologies Pages: 73

scieneo. amplio VI

Brand: Dynatech Pages: 52

Packard Bell 314

Brand: Acer Pages: 33

Predator 17 X GX-792

Brand: Acer Pages: 94

Predator Triton 500 SE

Brand: Acer Pages: 105

Predator Helios 700

Brand: Acer Pages: 98

Predator Helios 500

Brand: Acer Pages: 90

PREDATOR 15 G9-591

Brand: Acer Pages: 90

Brand: Acer Pages: 16

Brand: ARIMA Pages: 58

Inspiron 14 5458

Brand: Dell Pages: 101

Brand: AOpen Pages: 108

Brand: TONGFANG Pages: 44

Brand: TONGFANG Pages: 44

Brand: Sony Pages: 2

Brand: Sony Pages: 2

Brand: Sony Pages: 2

VAIO VPCEH3HFXW

Brand: Sony Pages: 2

Brands by name

0 1 2 3 4 5 6 7 8 9 A B C D E F G H I J K L M N O P Q R S T U V W X Y Z

Popular brands

Load more brands