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Help and troubleshooting
Getting help is easy
We suggest you use these options in the following order.
1. Connection problem? Try restarting
Restart your computer, then press and release the Restart button on the side of
your Hub.
2. Connection or email access problem? Try Desktop Help
Double-click the BT Broadband Desktop Help desktop icon (Windows PCs only – for
Vista information, go to bt.yahoo.com/broadband/vistasoftware). Or see page 31.
3. Try Online Help
BT Total Broadband:
Hub Manager:
BT Yahoo! Online:
BT Yahoo! Online tours and tutorials:
BT Broadband Talk:
4. Contact 24-hour BT Total Broadband helpdesk
First call 0800 169 0199 to check service status. If you're still having problems,
call us on 0845 600 7030.
*Calls provided by BT will be charged at up to 4 pence per minute. A Call Set-Up fee of 3 pence per call applies
to calls from residential lines. Mobile and other providers' costs may vary. See www.bt.com/pricing for details.
Need help with home computing?
BT Home IT Support is here to help with professional IT support and advice across
a wide range of computer and IT devices.
For help over the phone or in your home, go to www.bt.com/homeitsupport
or call 0800 876 6542.
Moving home?
Call us on 0800 800 150, giving at least five days' notice. Broadband service is
subject to availability at your new premises.
www.bt.com/broadband/help
bthomehub.home
bt.yahoo.com/help
bt.yahoo.com/tutorials
www.bt.com/broadbandtalk/help
*
Connection troubleshooting
If you can't connect to the internet, follow this lights guide.
Lights guide
Upgrading light is flashing orange
Go to 'A' on page 32.
Power light is red
Go to 'B' on page 32.
No lights
Go to 'C' on page 32.
Broadband light is flashing orange
Go to 'D' on page 32.
Broadband light is red
Go to 'E' on page 33.
Broadband light is off
Go to 'F' on page 33.
Broadband light is green
Go to 'G' on page 34.
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