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BT Hub connection troubleshooting
If your connection is down or you think your Hub is faulty, try these three steps before calling us:
1. Check power and cables and make sure filters are fitted, then switch your computer and devices off and then on.
2. While they're restarting, press and hold your Hub's Restart button until your Hub light goes orange.
3. While your Hub reboots, its light will flash then go blue. If it's red, see below.
Make sure you're next to your Hub with a PC or device if you call.
Hub light status
Power light is blue
Power light is off
Power light is orange
Power light is red
08
What's happening
Your Hub is working fine
There's a problem with your power supply or power is off
This shows that there's a problem somewhere
You're not connected to broadband
Think you have a faulty Hub?
Nearly all the Hubs we get back as faulty are actually fine. So if you think yours
isn't working properly, run through the three steps on the left and check the light
table below.
If you return your Hub and it turns out to be working fine, you might need to pay
for a replacement – so send it back only if you're sure it's faulty.
What to do
If you can't get online, please check your device or computer settings with the manufacturer
Check that the power switch on the back of your Hub is on, the power cable's plugged in correctly at the mains and that power is on.
If there's still no light, call us on 0800 111 4567. We're not so busy and can help you much faster if you call between 10am and 6pm
Check the other lights in the silver bar at the bottom of the Hub and follow the instructions on pages 10 and 11
Press the Restart button and release it when the Power light turns orange
Your Hub will restart and the Power light will glow steady blue. If it's still red, reset your Hub using a paper clip to press the
recessed Reset button on the back of your Hub for a few seconds
If this doesn't fix it, call us on 0800 111 4567. We're not so busy and can help you much faster if you call between 10am and 6pm
09
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