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Help

BT Home IT Support

While the other help listed here focuses on BT Total Broadband 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: your own broadband
equipment (i.e. if you aren’t using a BT Home Hub), general computer problems,
printers, MP3 players, games consoles, cameras, new software packages, setting
up a new laptop, help with a virus, help connecting additional computers to your
Hub and more.

You can get help over the phone

1

or in person

2

. To find out more, call 0800 876 6542

or go to

www.bt.com/homeitsupport

Billing Enquiries

To view or pay your bill online please go to

www.bt.com/account

If you’ve a problem and need assistance with your BT bill, please call 0800 800 150.

1 £8.80 per month with minimum three-month subscription or £24.47 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 £88.09.

Learn about…

Help

Your B

T Home Hub

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Содержание Home Hub

Страница 1: ...Start here BT Total Broadband Quick Start ...

Страница 2: ...u need is missing call us on 0800 731 0265 Ethernet cable yellow ends Wireless settings card Cable cover You may not need all these items BT Home Hub User Guide and CD BT Total Broadband User Guide Follow Quick Start guide first Bringing it all together BT Total Broadband CD v1 5 Compatible with the following operating systems Microsoft Windows 98SE ME 2000 XP and Vista Apple Mac OS 10 2 4 to 10 5...

Страница 3: ...sting broadband equipment If you ve had broadband before from BT or elsewhere unplug your old modem router or Hub and set it aside You can leave your ADSL filters plugged in for the moment ADSL Filter PHONE ADSL MODEM ...

Страница 4: ... previous broadband service fit an ADSL filter to every phone socket that you use in your home Sockets could be used by telephones faxes and digital TV boxes e g Sky These devices need to use a filter to prevent interference with your broadband service 1 2 3 ...

Страница 5: ...ilter then connect the power cable Important please make sure you use the power cable supplied with your new Hub don t use any other power cable Find Handset Reset to Defaults Wireless Association Restart Find Handset Reset to Defaults Wireless Association Restart 1 2 ...

Страница 6: ... blue see the lights table on page 11 of your User Guide Insert the CD into your computer to continue set up Bringing it all together BT Total Broadband CD v1 5 Compatible with the following operating systems Microsoft Windows 98SE ME 2000 XP and Vista Apple Mac OS 10 2 4 to 10 5 x Follow Quick Start ...

Страница 7: ...on the Broadband Life desktop icon or go to www bt com setup start Connect another computer or games console to your Hub run the CD on your other computer or for other devices see www btgaming and gadgets co uk Start making great value calls over the internet with BT Broadband Talk see page 7 of your User Guide to find out more If you ve upgraded from a previous BT Home Hub see page 21 of your Use...

Страница 8: ... a modem router or BT Home Hub What should I do Simply unplug any existing broadband equipment before setting up your BT Home Hub For help with how to do this see page 20 in your User Guide If you d like to use your own router with BT Total Broadband see page 23 of your User Guide Q I m not sure where to fit my ADSL filters Where can I find more help Please see page 24 in your User Guide Q I alrea...

Страница 9: ... one phone to a single ADSL filter as shown here Q I have an ADSL master socket Do I still need to use ADSL filters No When you get to Quick Start guide step 4 you ll simply plug your broadband cable straight into the ADSL master socket s DSL socket A broadband ADSL master socket looks like this Q My CD won t run What should I do PC users click on My Computer in the Windows Start menu right click ...

Страница 10: ...tinstall Q I can t or don t want to use the CD What should I do We recommend using our CD to help you set up a wired or wireless connection to your Hub but if you d prefer you can follow our manual set up steps on page 26 of your User Guide Q I ve been asked to type in my BT Yahoo Mail address and password What s this You chose your BT Yahoo Mail address also known as your BT Total Broadband usern...

Страница 11: ...ations plc s respective standard conditions of contract Nothing in this publication forms any part of a contract British Telecommunications plc 2009 Registered Office 81 Newgate Street London EC1A 7AJ Registered in England No 1800000 Item code 044025 V6 Designed by The Art Design Partnership Ltd Available in alternative formats including braille large print or audio CD Please call 0800 800 150 ...

Страница 12: ...BT Total Broadband User Guide Follow Quick Start guide first ...

Страница 13: ...and settings Useful information 42 Somewhere to note details and find contacts Index 43 We can set it all up for you in person If you don t feel confident setting up BT Total Broadband yourself we can help A BT Home IT Support engineer can visit and set up your secure wireless broadband BT Broadband Talk email and security and give you a brief introduction to the service for less than 90 Call 0800...

Страница 14: ...reat features to help you get the most out of the internet Use this section to learn about your service Page BT Home Hub 3 Wireless broadband 3 Connecting with a cable wired broadband 5 BT Total Broadband 6 BT Broadband Talk 7 Broadband speed 9 Learn about Help Your BT Home Hub ...

Страница 15: ...permanently you may wish to use the Ethernet cable see page 5 What you need Your BT Home Hub is already wireless enabled so you just need to check that your computer games console 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 norma...

Страница 16: ...a good wireless signal It s important to have a good wireless signal between your Hub and devices to get the fastest most reliable connection possible Lots of things can affect this signal including thick walls or ceilings large metallic surfaces such as radiators mirrors and refrigerators and the distance between your computer and Hub When setting up for the first time try to position your device...

Страница 17: ...ngsetup Connecting with a cable wired broadband Ethernet cables can be used to connect computers games consoles and other devices to your BT Home Hub Although a wireless connection gives you more flexibility to position your devices around your home it can occasionally suffer from interference which can affect your internet browsing An Ethernet cable is generally not affected by interference so wi...

Страница 18: ...gs BT Total Broadband has to offer at www bt com setup start To set up your BT Total Broadband features or access your personal Home Page and email you ll need your BT Total Broadband username This is also known as your BT Yahoo Mail address or primary email address and you chose it when you ordered your service Your email address is usually your name btinternet com You d have chosen your password...

Страница 19: ...ine rental With BT Broadband Talk you can enjoy inclusive Evening Weekend calls to UK2 landlines great value rates on international calls the freedom and flexibility of making more than one phone call at a time3 a dedicated line for your children your work or whatever you choose If the Phone light on your Hub is blue BT Broadband Talk is set up and ready to use For more information about BT Broadb...

Страница 20: ...ss and release the Restart button on the side of your Hub Restarting is likely to fix most BT Broadband Talk connection problems For more information on BT Broadband Talk go to www bt com setup talk 1 BT Broadband Talk is subject to status Opt in required Quality of reception may not match that of a landline and may vary depending on internet traffic Certain call types are not guaranteed e g 999 1...

Страница 21: ...s 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 Your service can also be affected if the internet is busy i e during peak times such as evenings and weekends when more people are online If possible try downloading large files or uploading photos during off peak times If you re having speed proble...

Страница 22: ...elp Find out what s included in your BT Total Broadband service and how to set up features such as email security your Home Page and web space at www bt com setup start If you ve got a specific question it may have been asked before Search our frequently asked questions online at www bt com broadband help If you can t find what you re looking for maybe someone else who uses BT Total Broadband can ...

Страница 23: ...follow the troubleshooting advice Section Page Upgrading light is flashing orange A 12 Power light is red B 12 Power light is orange C 12 Power light is off D 13 Broadband light is flashing orange E 13 Broadband light is red F 14 Broadband light is off G 15 Broadband light is blue H 17 If you aren t using a BT Home Hub please see page 19 Learn about Help Your BT Home Hub ...

Страница 24: ...ide of your Hub If it continues to flash red or is steady red please call us on 0800 111 4567 please make sure you re at your computer and that it s turned on when you call C Power light is orange Your Hub is restarting or BT Power Save is active If your Hub is restarting its Power light will glow and then flash orange for a couple of minutes Please wait for your Hub s Broadband light to glow blue...

Страница 25: ... it s turned on when you call E Broadband light is flashing orange Your Hub is connecting to broadband Please wait a while 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 serv...

Страница 26: ...is faulty Also make sure that every telephone device that s plugged in uses an ADSL filter If you moved your Hub try moving it back When the Broadband light is blue and your computer is connected to your Hub open your web browser you should now be on the internet 6 if your Broadband light continues to flash there may be a fault or interference on your line Please call us on 0800 111 4567 please ma...

Страница 27: ...your Hub Manager Check the instructions supplied by your Internet Service Provider for more details To find out how to access your Hub Manager see page 39 G 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 I...

Страница 28: ...rmance 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 in your home leaving only your Hub and its ADSL filter plugged in If the Broadband light is now a steady blue e...

Страница 29: ...rowser 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 inserted correctly by unplugging and plug...

Страница 30: ...e the computer and Hub aren t close to large electrical appliances For help setting up a wireless connection follow the manual set up steps on page 26 Note if the device you re connecting wirelessly is an 802 11b type adapter it may not be compatible with the Hub s default settings See I m using a wireless adapter but can t get a wireless connection with my Hub What do I need to do on page 33 If y...

Страница 31: ...r router is plugged into with another in case the filter is faulty if you re using an extension socket check that it s working i e plug a phone into the phone socket of the ADSL filter and listen for a dial tone if you re using an extension lead or extension socket try connecting your router to the main socket If this works it may mean you ve a problem with your extension wiring or extension lead ...

Страница 32: ... d like support for your own equipment consider our BT Home IT Support service see page 36 General questions Use this section to find answers to common questions about connection problems 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 up To replace an existing BT Home Hub go to A an existing BT Voyager router go to B another modem r...

Страница 33: ...teady blue to confirm this If it isn t glowing blue within a few hours you can set up BT Broadband Talk again yourself To find out how to do this please go to www bt com bbt if you re using BT Hub Phones you ll need to pair these to your new Hub See page 7 or for more detail your BT Hub Phone User Guide There s a copy of this guide at www bt com setup userguides if you connect any devices to your ...

Страница 34: ...rt guide in your welcome pack to set up your new BT Home Hub For information on disposing of electrical equipment see page 35 C Replace another modem router If your computer has a built in modem or router unplug the cable between your computer and the phone socket If your computer connects to a separate modem router 1 turn off your modem router 2 unplug any cables between your modem router compute...

Страница 35: ...tbroadband com Password None required Encapsulation PPPoA or PPP over ATM Multiplexing VC based or VC Mux VPI VCI 0 38 Once you ve successfully connected to the internet you re ready to continue your set up and explore BT Total Broadband s great features including security email and more Please go to www bt com setup start For information on disposing of electrical equipment see page 35 The BT Tot...

Страница 36: ... filters what do I do Follow the example below that most closely matches your home set up One socket More than one socket One socket phone near socket extension lead doubler runs to Hub Learn about Help Your BT Home Hub ...

Страница 37: ...lter 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 Help Your BT Home Hub ...

Страница 38: ... wireless 1 If your computer is 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 3 If you haven t already install your wireless adapter in your computer using the adapter manufacturer s instructions If you re using a laptop with built in wireless turn on wireless by either using the wireless switch if your co...

Страница 39: ... match your Hub s details e g BTHomeHub2 2345 and click Connect 3 Type your Hub s wireless key into the XP Network Key box Vista 7 Security key or passphrase box 4 Click Connect and wait a few moments while your computer connects to your Hub 1 Click the AirPort Status icon in the menu bar 2 Highlight your Hub s network name checking that the last four digits match your Hub s details e g BTHomeHub2...

Страница 40: ...l up window appears see page 35 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 BT Broadband Talk and more go to www bt com setup start B I want to connect my games console or other device using wireless Find your Hub s wireless settings and type them into your wireless d...

Страница 41: ...ve an Ethernet port see page 33 2 Plug one end of the Ethernet cable yellow ends into one of your Hub s Ethernet sockets 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 instr...

Страница 42: ...f your device has an Ethernet connection simply plug it into your Hub using an Ethernet cable You shouldn t need to make any changes to your Hub the connection should start working straight away For detailed instructions on most games consoles and popular wireless devices go to www btgaming and gadgets co uk Q How do I change the wireless channel on my Hub 1 Access Hub Manager by typing bthomehub ...

Страница 43: ... Hub to accept WEP wireless connections see below Q How do I change my Hub to accept WEP wireless connections WEP is a slightly less secure wireless setting than WPA i e it can be slightly easier for someone to hack into your Hub s wireless connection and connect to your broadband For more on security see page 4 If you re connected using wireless you ll briefly lose your connection to the internet...

Страница 44: ...w bt com broadband help and type wireless security in the search box at the bottom of the page Q My computer is showing a message Windows cannot configure this wireless connection when I try to set up a wireless connection What can I do Your computer s pre installed wireless software is preventing you from using the Windows standard wireless software Find your computer s wireless software by hover...

Страница 45: ...o Wireless interface type and change it to a different setting if you ve found that the b g n option doesn t work we suggest you select b g rather than just b particularly if you re using a mix of b and g type wireless adapters 5 Click Apply 6 You can now try to establish the wireless connection between the device and your Hub Q I don t have an Ethernet port Can I still connect to the Hub using a ...

Страница 46: ...Centre then Change Adapter Settings 2 Right click the icon for the network adapter you use to connect to your Hub 3 Click Properties 4 2000 XP Vista select TCP IP 7 select TCP IP v4 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 connect to your ...

Страница 47: ...re BT Total Broadband s great features including security email BT Broadband Talk and more Please go to www bt com setup start Q How do I dispose of old equipment If you ve received your new Hub as a replacement for a faulty one please return the faulty one together with its power cable using the returns envelope sent with the replacement If you don t have a returns envelope or you ve other old el...

Страница 48: ... with a virus help connecting additional computers to your Hub and more You can get help over the phone1 or in person2 To find out more call 0800 876 6542 or go to www bt com homeitsupport Billing Enquiries To view or pay your bill online please go to www bt com account If you ve a problem and need assistance with your BT bill please call 0800 800 150 1 8 80 per month with minimum three month subs...

Страница 49: ...means you ll lose any changes that have been made to your Hub software To reset your Hub to its factory default settings removing all personal settings 1 use a pin or paperclip to press and release the recessed Reset to Defaults button on the side of your Hub All Hub lights will go out Press for less than 15 seconds to reset all settings except the shared address book and Hub Phone registration pr...

Страница 50: ...ation Find handset button Press once to make all handsets that are registered to the Hub ring Restart button Restarting can often solve a broadband connection problem To restart your Hub simply press and release the Restart button at the side of the Hub Restarting also wakes the Hub from BT Power Save see www bt com setup hubfeatures Hub sockets summary Power socket connects your Hub to mains powe...

Страница 51: ...b Manager for the first time you ll be asked to enter the Admin password from the back of your Hub and then to choose your own Admin password There s some space on page 42 if you d like to write it down If you can t remember your Admin password you ll need to reset your Hub to its factory default settings so you can use the default Admin password from the back of your Hub Please see page 37 Hub fe...

Страница 52: ...er moisture or direct 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 Before cleaning disconnect your Hub from its power supply Use a damp cloth for cleaning For better performance don t p...

Страница 53: ... more use for it please dispose of the product according to your local authority s recycling scheme For more information please contact your local authority or the retailer where you bought the product 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 p...

Страница 54: ...eless key WPA PSK WEP 2 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 Manager password1 1 password printed on back of your Hub 2 printed on back of your Hub and or your wireless settings card Your details BT Total Broadband username BT Total Broadband password Your username and p...

Страница 55: ...ng devices to Hub 4 28 Connecting manually 26 Connecting without CD 29 Connection troubleshooting 11 Default settings for Hub 37 42 Dial up networking window 35 Disposing of old equipment 35 41 Index Email 6 7 10 42 Ethernet 3 5 17 18 21 22 26 29 30 33 38 Extension lead 14 19 24 25 Fitting filters 24 Forums 10 Help 10 Hub buttons 37 Hub default settings 37 42 Hub features 37 39 Hub lights 11 17 37...

Страница 56: ...4 6 10 27 30 31 Set up 4 Upgrading light 11 12 USB 21 22 33 38 Useful information 42 Username 6 15 23 42 WEP 28 31 32 42 Wireless 3 5 18 19 21 26 28 30 33 38 42 Wireless adapter 3 Wireless Association 38 Wireless broadband 3 Wireless channel 18 19 30 31 Wireless security 4 Wireless signal 4 Wireless settings card 4 26 27 42 WPA 27 28 31 42 Learn about Help Your BT Home Hub ...

Страница 57: ...munications plc s respective standard conditions of contract Nothing in this publication forms any part of a contract British Telecommunications plc 2009 Registered Office 81 Newgate Street London EC1A 7AJ Registered in England No 1800000 Item code 044025 V6 Designed by The Art Design Partnership Ltd Available in alternative formats braille large print or audio CD Please call 0800 800 150 ...

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