Get Some Help - BT Infinity User Manual And Troubleshooting

Get some help

Use these pages to find out where to get lots of help online or if you
need some help fixing a connection problem. There's also connection
troubleshooting on page 12.
Online help
Your new fibre connection means faster help online, if you need it. There's no need to
call and maybe wait in a queue if you're online and need some help or advice. Simply go
to www.bt.com/help
Other ways to get help
Run BT Broadband Desktop Help – see below.
Advice, tutorials, common questions and videos: go to www.bt.com/start
Tips from other users in our forums: go to www.bt.com/community
Connecting other computers and devices: go to page 4.
Connection troubleshooting: go to page 12.
Desktop help – new and better than ever
BT Broadband Desktop Help (PCs only) is included with your BT Infinity service. It's a
tool that identifies problems with your broadband, email or wireless connection and
the engineer will install it on your computer as part of your BT Infinity installation. It
then continually checks your broadband connection. If there's a problem, BT Broadband
Desktop Help automatically pops up to help fix it.
To open desktop help, just double-click
your computer from www.bt.com/help/broadbanddesktophelp
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www.bt.com/help
on your desktop or download it straight to
BT Broadband Desktop Help will:
alert you if you have a problem
• •
• support you 24 hours a day •
• help you get back online •
• run a PC health check •
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 broadband connection means faster help, if you need it.
Just go to www.bt.com/help
If you still have problems connecting, see page 12.
Help with computer problems
While the other help listed here focuses on your broadband and Hub, our BT Home
IT Support team can offer you straightforward, jargon-free help with a wide range
of computer-related issues. You can get help over the phone
To find out more, go to www.bt.com/homeitsupport
Your bill explained
After your order, you might get an interim bill that's bigger than you expected.
If you're an existing customer, you might see charges for some of your old service
as well as the new.
To find out more about your bill, go to www.bt.com/mybt
1 12-month subscription £9 a month. We might not be able to fix some technical problems. Policy on fair use applies. Exclusions,
terms and conditions apply.
2 Engineer visits: charges start from £90.
Prices shown include VAT at 20%. VAT rate and prices may change. See www.bt.com for the latest prices.
set up or troubleshoot your BT email account
fix problems in the background
help you set up your home network
update automatically
1 or in person 2 .
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