Connection Troubleshooting - BT Business Total Broadband Quick Reference Manual

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
Power light is flashing
orange
No lights
Broadband light is flashing
green (rapidly)
Internet light is red (and
Broadband light is solid
green)
Broadband light is flashing
green (slowly)
Internet light is green
Power light is red (solid
or flashing)
To restart your Hub, switch off power at the mains power socket, unplug the power cable from your Hub, wait for one minute, turn the power
back on and plug the cable back into your Hub.
Still not working? If you've tried the table above, run Desktop Help or see 'Where to get help'.
What's happening
Remote update in progress
Hub is connecting to
broadband
Broadband is active, but
can't connect
Hub is connected, but there
may be a problem with your
computer and/or its
connection to Hub
Hub not working
What to do
Wait until light goes out. This can take 15 minutes to an hour, depending on your
line speed.
Turn off your Hub, check that the Power cable is correctly plugged in and turn your
Hub back on
If there are still no lights on, try resetting the Hub's default settings (see 'How to...
Reset your Hub' in the User Guide on your CD)
Wait a couple of minutes
Wait until light turns steady green – this can take a few minutes
Check service status on 0800 169 0199
Restart your Hub and wait until light turns steady green – this can take a few minutes
Wait until after 8pm on your broadband activation day
Check that the broadband cable is correctly inserted into your Hub's DSL socket
(grey), the other end of the broadband cable is correctly inserted into the ADSL
filter's DSL socket and the ADSL filter is correctly plugged into your phone socket
(see 'How to... Fit filters' in the User Guide on your CD)
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 computer closer to your Hub
Make your computer and Hub away from large electrical appliances
Change wireless channels (see 'How to... Change your wireless settings' in the User
Guide on your CD)
Contact us (see 'Where to get help')
Quick reference guide
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