BT Total Hub Fibre, Fibre User Manual

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BT Business Total Broadband Fibre

User Guide

Fibre

Learn about… Extra features Help Your Fibre Hub

Contents

Learn about… 4

Your Fibre Hub and BT Business Total Broadband Fibre service.

Extra features 7

Setting up extra features once you’re online – security, email, networking, domain names, content screening, internet access control, Static IP, BT Openzone, BT Business Broadband Voice (VoIP).

Help 18

How to get help, if you need it.

Your Fibre Hub and Openreach modem 42

Set-up and resetting your Fibre Hub – if you ever need to unplug or reconnect any equipment.

Index 52

Learn about… Extra features Help Your Fibre Hub

Welcome to BT Business Total Broadband Fibre

Your faster broadband is nearly here

Please put your new Fibre Hub aside ready for a BT engineer to install with your BT Business Total Broadband Fibre service. Please don’t try to set up your service before your engineer visit (the new Fibre Hub won’t work on an existing broadband line).

Your BT engineer visit

• A BT engineer will call you before installation begins, on the day of your visit

• You’ll need to be at your premises during your engineer visit

• Set-up may take between two and four hours

• During installation, your broadband line won’t work

If you wish to cancel or change your appointment or you’ve a question, call us between Monday and Friday 8am to 6pm (closed Bank Holidays) on 0800 169 3809*.

If an engineer has already installed your BT Business Total Broadband Fibre service and you’ve received a Fibre Hub as a replacement, see page 42 for set-up help.

If you have any problems, see Help on page 18.

We hope your new service boosts your business.

Best wishes,

BT Business Total Broadband Fibre team

* Calls to 0800 numbers are free from UK landlines. Mobile costs may vary. See www.bt.com/pricing for details.

All calls made to BT or from BT may be recorded to help us give you a better service.

Learn about… Extra features Help Your Fibre Hub

4 Learn about…

Learn about…

Your complete broadband package includes lots of great features to help you get the most out of the internet.

Use this section to learn about your service Page

BT Business Total Broadband Fibre 4

Openreach modem 5

Fibre Hub 5

Broadband speed 5

BT Business Total Broadband Fibre features and services 6

BT Business Total Broadband Fibre

BT Business Total Broadband Fibre uses a high-speed bre optic cable to carry broadband between your local telephone exchange and a BT cabinet near your premises.

To install BT Business Total Broadband Fibre, a BT engineer will connect the bre optic cable at the BT cabinet to your telephone line. The engineer will t a special modem (see below) in your ofce, set up your Fibre Hub and connect your computer to the Fibre Hub (making sure your computer connects to the internet).

To nd out more about BT Business Total Broadband Fibre, go to

www.bt.com/business/help/bre

Learn about… Extra features Help Your Fibre Hub

Learn about… 5

Openreach modem

The BT engineer will bring your Openreach modem. This is a VDSL modem, supplied and managed by Openreach. It connects your Fibre Hub to the BT Business Total Broadband Fibre service. For more on troubleshooting the Openreach modem, see page 24.

Important: we strongly recommend that you mount the Openreach modem on a wall to keep it properly ventilated. Please do not place it on carpet.

Connecting your network to your Openreach modem

The BT engineer will help you choose the best place for your Openreach modem and Fibre Hub. This would usually be where your existing Hub or router is located, but if this isn’t near your telephone master socket the engineer will lay a special (‘data’) extension cable. The engineer may be able to run this extension outside your premises, but it can’t be more than 30 meters from the master socket.

Fibre Hub

Your Fibre Hub is a broadband router that can connect computers to the internet using wired or wireless connections. It has been designed especially for the BT Business Total Broadband Fibre service.

The BT engineer will set up your Fibre Hub when installing BT Business Total Broadband Fibre. Your new Fibre Hub will replace your old BT Business Hub, if you have one.

Your Fibre Hub can share the broadband service across separate computers and devices (e.g. printers) and BT services such as BT Business Broadband Voice and BT Ofce Anywhere.

Broadband speed

Your broadband service will give you the fastest speed your phone line can support. Line speeds may vary depending on a number of factors, such as line quality, distance from the nearest BT street cabinet or usage on the network.

Learn about… Extra features Help Your Fibre Hub

6 Learn about…

For accurate information about your broadband speed, see our speed checker at

www.bt.com/business/help/bre

Note: to make sure you receive the fastest, most reliable service possible on

your line, we’ll remotely test it for up to ten days after your broadband is activated. This may occasionally interrupt your service and cause your speed to vary. This is normal, and your speed will settle down after ten days.

If you use an online speed checker to test your broadband speed during these ten days, it may give you an inaccurate and misleading result.

BT Business Total Broadband Fibre features and services

BT Business Total Broadband Fibre includes lots of great features and services, including email, security, web space and more.

Once your Fibre Hub is set up and you’re online, nd out about all the great things BT Business Total Broadband Fibre has to offer at www.bt.com/business/help/bre

Desktop Help

Desktop Help is a tool that identies problems with your broadband, email or Wi-Fi connection, suggests quick xes or xes problems remotely.

It’s installed automatically when the CD included in your Welcome Pack is used to set up your BT Business Total Broadband Fibre service. Once Desktop Help is installed, you’ll see the

icon on your desktop.

To help you make the most of Desktop Help, we recommend that you install it on each computer connected to your BT Business Total Broadband Fibre service.

To nd out more about Desktop Help or to download it if it’s not already installed, go to www.bt.com/business/help/desktopdownload

> More information on BT Business Total Broadband Fibre – go to

www.bt.com/business/help/bre

> Extra features – see page 7 > Help – see page 18 > Set-up – if you ever need to unplug or reconnect any equipment, see page 42

Learn about… Extra features Help Your Fibre Hub

Extra features 7

BT Business Total Broadband Fibre includes extra features that you can set up once you’re online.

Important: you may be asked to enter your admin password when changing or saving settings in your Fibre Hub Manager. The default admin password for your Fibre Hub Manager is your Fibre Hub’s serial number – you can nd this on the bottom of your Fibre Hub. You can change this default password using your Fibre Hub Manager (see page 39).

Use this section to learn about extra features Page

Security

– Your wireless network

– Increasing security levels

– Firewall

Email 10

Networking 11

Domain names 11

Content screening 12

Internet access control 12

Static IP 13

BT Openzone wireless internet access 16

BT Business Broadband Voice 17

Extra features

Learn about… Extra features Help Your Fibre Hub

8 Extra features

Security

Make sure you’ve got an internet connection before changing your wireless security.

Your wireless network

Your Fibre Hub is already set up with the following:

• a unique network name (SSID, or Security Set Identier)

• a network encryption key (WPA, or Wi-Fi Protected Access) for added security

• wireless security (WPA/PSK or WPA2-PSK, also known as WPA-Personal)

Important: some older wireless adapters and laptops may not be compatible

with the default security settings on your Hub and may only support WEP (Wired Equivalent Privacy) security. Most newer devices will support WPA/WPA2. If your device doesn’t support WPA connection, see ‘How do I change my Hub to accept WEP wireless connections?’ on page 35. Always make sure you’re connected before you try and change any of your settings.

You could change the level of security for your wireless network in a number of ways A Change the preset network name or SSID for your Fibre Hub. This helps to

hide your network from unauthorised users and potential hackers who may be scanning for wireless networks.

When choosing a new SSID, we recommend that you avoid anything that could

identify the wireless network with your company, e.g. your company name, location etc.

B Disable the broadcast of your wireless network name/SSID. Wireless network devices

automatically broadcast certain information, including the network name/SSID.

You can disable the broadcast of your network name/SSID, which will help to

hide your network from casual browsing. Any device wishing to connect to your network must then type in the correct network name.

C Choose your own Wi-Fi key/wireless network passphrase. The preset Wi-Fi key is

printed on the label on the bottom of your Fibre Hub. We strongly recommend that you change this to a passphrase of your choosing.

Learn about… Extra features Help Your Fibre Hub

Extra features 9

Please note the following points about your new passphrase, which will help to

make it more secure:

• it should include a mix of letters (upper and lower case), numbers and punctuation

• it should be unique

• it should not be easy for someone else to guess

• it should not be your company name, location etc

D Set up MAC (Media Access Control) address ltering. Every wireless and network

device has a unique identier, called a MAC address. Your Fibre Hub uses the MAC address to report on the devices that are connected to it. By setting up MAC address ltering, you can choose which devices you’d like to connect to your Fibre Hub and also block any devices that you don’t wish to allow access.

E You have a choice of security levels. For extra security, you can change all your

devices or adapters to WPA2.

To congure your wireless settings: 1 open your web browser, type http://home or http://192.168.1.254 (for your

Fibre Hub Manager) in the address bar and press Enter or your return key, or double-click the Hub Manager

icon on your desktop

2 click on the Wireless icon – the Wireless Conguration screen will appear

When you’ve made your changes, click Save before you close the window. You may be asked to enter your password – if you haven’t changed it, the default password is the same as the serial number on the bottom of your Fibre Hub. Please note: any custom encryption key entered is shown as ••••••••••.

If you change your Fibre Hub’s Wi-Fi key or network name/SSID, all your wireless devices will lose their connection to your Fibre Hub. You’ll need to reset each device to match the new wireless settings.

You can get more help on changing and conguring your wireless settings using your set-up CD.

Learn about… Extra features Help Your Fibre Hub

10 Extra features

Firewall

Your Fibre Hub’s Firewall Monitor continuously assesses any threats to your network, while automatically keeping itself up to date with software updates.

To congure your rewall settings:

1 open your web browser, type http://home or http://192.168.1.254 (for your

Fibre Hub Manager) in the address bar and press Enter or your return key

2 click on the Firewall icon to open the summary

3 edit your rewall settings

4 when you’ve edited your settings, click Save before you close the window.

You may be asked to enter your password – if you haven’t changed it, the default password is the same as the serial number on the bottom of your Fibre Hub

Important: if you didn’t choose to have your email set up during installation,

you’ll need your BT Connect email address and BT Connect email password (in the ‘welcome’ emails and letters we sent when you ordered your BT Business Total Broadband Fibre service) to set it up in your email application (e.g. Outlook) yourself. Remember, you can also always access your email at

www.btbroadbandofce.com/webmail

Once you’ve got these details, open your email application and go to your email account options to set up an email account or change your email settings. You’ll need this information about our mail servers:

Our incoming mail server name is pop3.btconnect.com

Our outgoing (SMTP) mail server name is set to mail.btconnect.com

Note: if you’re using a non-BT mail provider, you’ll need to enter the name of the incoming mail (POP3) server for that mail provider; the outgoing mail (SMTP) server will remain mail.btconnect.com

Learn about… Extra features Help Your Fibre Hub

Extra features 11

Networking

You can set up your ofce network using Ethernet and wireless to connect every device in your ofce.

To add computers to your network, run your CD on the computer that you’d like to connect.

You can use your Fibre Hub to:

• share a single internet connection between a number of computers

• share les, printers and certain other equipment

• surf the internet from anywhere in your ofce

To nd out more about conguring your ofce network, download our technical guide at www.bt.com/business/help/networkguide

To see a summary of your network: 1 open your web browser, type http://home or http://192.168.1.254 (for your

Fibre Hub Manager) in the address bar and press Enter or your return key

2 click on the Local Network link (it’s below the Top Networking Features section)

Domain names

A domain name is an internet address. If you have a domain name with a non-BT provider, we recommend that you transfer it to BT Business so you’ll have a single source of contact for technical issues.

Spam advice: make sure our mail servers don’t block your domain name

If you’d prefer not to transfer your domain name but you wish to use it to send and receive email across BT’s mail servers, you’ll need to contact us to tell us your domain name(s). This is so our servers recognise your domain name and don’t think it’s spam. See page 51 for our contact details.

We’ll then conrm that you own the domain name. This only takes a minute or two and helps us ensure the security of our mail servers.

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12 Extra features

If you don’t have a domain name, or wish to add a new domain, you can order it with BT. Go to Your account at www.myofce.bt.com. (Please note: BT Web Hosting includes one ‘.co.uk’ or ‘.org.uk’ domain name free of charge. You’ll need to pay for extra domain names.)

To nd out more about ordering, using or transferring a domain name, go to ‘Help & support’ at www.bt.com/business/help/broadband

Content screening

Content screening is when you use your Hub to block images and web addresses.

To set up content screening: 1 open your web browser, type http://home or http://192.168.1.254 (for your

Fibre Hub Manager) in the address bar and press Enter or your return key

2 click on the Content Screening icon in the Quick Service Links section

3 customise the Content Screening groups as required

4 click Save before you close the window. You may be asked to enter your

password – if you haven’t changed it, the default password is the same as the serial number on the bottom of your Fibre Hub

Internet access control

Internet access control is when you use your Hub to block internet-based applications such as chat rooms, instant messaging and online gaming.

To set up internet access control: 1 open your web browser, type http://home or http://192.168.1.254 (for your

Fibre Hub Manager) in the address bar and press Enter or your return key

2 click on the Access Control link in the Quick Service Links section

3 click the Time Schedule link and customise the Time Schedule for each device

as required

Learn about… Extra features Help Your Fibre Hub

Extra features 13

4 click Save before you close the window. You may be asked to enter your

password – if you haven’t changed it, the default password is the same as the serial number on the bottom of your Fibre Hub

Static IP

If you want to host a web site, you may have ordered multiple Static IP with your BT Business Total Broadband Fibre service. If not, you can subscribe using Your account at www.bt.com/business/login. Once your BT engineer has installed your Fibre Hub, please follow these steps to set up your multiple Static IP addresses:

1 open your web browser, type http://home or http://192.168.1.254 (for your

Fibre Hub Manager) in the address bar and press Enter or your return key

2 click on the Broadband icon then Link Conguration

3 scroll down to the Public IP Address section and select Enable

4 in the Router Address eld, enter your Fibre Hub address (see ‘router address’

in the ‘welcome’ emails or letters we sent when you ordered Static IP); in the

Subnet Mask eld, enter your subnet mask address as follows: if you have 5

Static IP addresses enter 255.255.255.248, if you have 13 Static IP addresses enter 255.255.255.240

5 click Save before you close the window. You may be asked to enter your

password – if you haven’t changed it, the default password is the same as the serial number on the side of your Fibre Hub

6 you’ll see a conrmation message that all’s okay

Once you’ve set up your multiple Static IP addresses, you can use one of the following methods to assign your LAN computers to your public Static IP addresses (supplied with your order for Static IP addresses).

If you need help with your computer settings, go to www.microsoft.com for PCs, or www.apple.com for Macs, and search for ‘Change TCP/IP settings’.

Learn about… Extra features Help Your Fibre Hub

14 Extra features

Set the IP Address of the computer via the computer 1 If your Fibre Hub’s address is 217.37.237.78 and the subnet mask is

255.255.255.240, manually change the computer’s TCP/IP settings from Obtain

an IP address automatically to Use the following IP address and from Obtain DNS server address automatically to Use the following DNS server addresses.

2 Enter the IP Address you wish to set the computer to (e.g. 217.37.237.65) and

the Subnet mask to 255.255.255.0, the Gateway to 217.37.237.78 and the DNS Server to 217.37.237.78.

3 Renew the IP address of the computer as shown below. Your Fibre Hub automatically

detects the Static IP and removes the IP address from the public Static IP DHCP pool.

Set your Fibre Hub to always provide the same Static IP address 1 Keep the computer in DHCP mode (i.e. obtain an IP address automatically).

2 Open your web browser, type http://home or http://192.168.1.254 (for your

Fibre Hub Manager) in the address bar and press Enter or your return key.

3 Select Settings, then LAN, followed by NAT & Address Allocation.

4 For the required device, select Public (select WAN IP Mapping) for Address

Assignment and Public Fixed: 217.37.237.73 for WAN IP Mapping.

5 Click Save before you close the window. You may be asked to enter your

password – if you haven’t changed it, the default password is the same as the serial number on the side of your Fibre Hub.

Set your Fibre Hub to provide any available Static IP address 1 Keep the computer in DHCP mode (i.e. obtain an IP address automatically).

2 Open your web browser, type http://home or http://192.168.1.254 (for your

Fibre Hub Manager) in the address bar and press Enter or your return key.

3 Select Settings, then LAN, followed by NAT & Address Allocation.

4 For the required device, select Public (select WAN IP Mapping) for Address

Assignment and Public from pool: 217.37.237.72 for WAN IP Mapping.

5 Click Save before you close the window. You may be asked to enter your

password – if you haven’t changed it, the default password is the same as the serial number on the side of your Fibre Hub.

Learn about… Extra features Help Your Fibre Hub

Extra features 15

IMPORTANT: each time you change these settings, you’ll need to:

1 click Save to save your new settings. You may be asked to enter your

password – if you haven’t changed it, the default password is the same as the serial number on the side of your Fibre Hub

2 release and renew the IP address of the computer to allow it to receive the

new public Static IP address

• To renew the IP address in Windows:

- click the Windows Start button, then select Run (or type in the Search box in Windows 7)

- type cmd in the dialogue box, then click OK

- an MS DOS window will appear – type in ipcong/release and press Enter

- you’ll see a number of lines of text and the prompt will appear again – type in ipcong/renew and click Enter

- your public Static IP addresses will be listed

- when you’ve nished, close the MS DOS window

• To renew the IP address in Mac OS X:

- click the Apple icon, then select System Preferences…

- click the Network icon to open Network preferences

- select your connection type (e.g. Built-in Ethernet for wired, or AirPort for wireless)

- click Advanced…

- select the TCP/IP tab and click Renew DHCP Lease

- when you’ve nished, click OK, then close the Network window

Your Fibre Hub’s rewall will continue to protect the computers assigned to the public Static IP address. You may have to open specic ports if you plan to host certain applications.

Learn about… Extra features Help Your Fibre Hub

16 Extra features

BT Openzone wireless internet access

BT Openzone is a secure wireless broadband (Wi-Fi) service that you can access in public places (‘hotspots’) such as airports, hotels and motorway service stations. You can get online at BT Openzone hotspots throughout the UK and Republic of Ireland, and at selected locations abroad.

Your Fibre Hub is already set up as a BT Openzone hotspot. This means you can offer secure, separate, publicly accessible wireless broadband for your customers and visitors.

If you don’t want to offer BT Openzone using your Fibre Hub, follow these simple steps:

1 Once the BT engineer has set up your BT Business Total Broadband Fibre service,

access your Fibre Hub Manager by typing http://home or http://192.168.1.254 in the address bar of your web browser and pressing Enter or your return key, or double-clicking the Hub Manager

icon on your desktop.

2 Click on BT Openzone in the Quick Service Links section.

3 Click Disable. You may be asked to enter your password – if you haven’t changed

it, the default password is the same as the serial number on the bottom of your Fibre Hub.

4 Your Hub will stop broadcasting the BT Openzone SSID immediately.

Please note: the status may show as ‘pending’ for up to 24 hours while our systems update.

To nd out more about your BT Openzone service, go to

www.bt.com/business/help/hubopenzone

Learn about… Extra features Help Your Fibre Hub

Extra features 17

BT Business Broadband Voice (VoIP)

Making and receiving calls

BT Business Broadband Voice is a VoIP (Voice over Internet Protocol) service. You can use it with your Fibre Hub to make and receive calls over the internet – your voice is transmitted over your broadband connection just like any business le or email.

Want to order BT Business Broadband Voice?

There’s a small extra monthly charge for BT Business Broadband Voice. For more information, go to www.bt.com/business/broadbandvoice

Already got BT Business Broadband Voice?

> For set-up, see the BT Business Broadband Voice Quick Start Guide at

www.bt.com/business/bbv/userguide

> To customise your BT Business Broadband Voice features, go to

www.bt.com/business/yourbbv

> For more phone lines and advanced call management, upgrade to

BT Hosted VoIP at www.bt.com/bthostedvoip

Learn about… Extra features Help Your Fibre Hub

18 Help

Help

How to get help – if you need it – including with connecting to broadband and general troubleshooting.

Use this section to nd help with… Page

Connecting to the internet using your Fibre Hub 18

Setting up or using a BT Business Total Broadband Fibre feature 23

Troubleshooting the Openreach modem 24

General troubleshooting 27

Help with connecting to the internet using your Fibre Hub

For example: you can’t browse the internet or send email, and your internet connection’s very slow.

What to do…

1 Try restarting

Switch off power at the mains power socket and unplug the power cable from your Fibre Hub. Wait for one minute then turn the power back on and plug the cable back into your Fibre Hub.

Restarting xes most connection problems.

Learn about… Extra features Help Your Fibre Hub

Help 19

POWER

BROADBAND

POWER

BROADBAND

POWER

BROADBAND

INTERNET

POWER

BROADBAND

INTERNET

POWER

BROADBAND

2 Check your Fibre Hub lights using the table below

Section Page

Power light is ashing red

A 19

No lights

B 20

Broadband light is ashing green (rapidly)

C 20

Internet light is red (and Broadband light is solid green)

D 21

Broadband light is ashing green (slowly)

E 21

Internet light is green

F 22

Power light is solid red

G 23

POWER

Power light is ashing red

IMPORTANT – do not turn off or restart your Fibre Hub when the power light

is ashing red.

We may occasionally update your Fibre Hub’s rmware. A rmware update can take up to ve minutes, and will automatically restart your Fibre Hub. We try to do this overnight to reduce the effects on you. However, if your Fibre Hub is switched off when the work is scheduled, the updates will be carried out as soon as your Fibre Hub is switched on again.

During an update, the Power light on your Fibre Hub will ash red. Please do not switch off your Fibre Hub during this time. The other lights may ash green, which indicates that data is being transmitted – this is normal.

POWER

BROADBAND

INTERNET

Learn about… Extra features Help Your Fibre Hub

20 Help

When the update is complete, the Power light will ash green, then all the lights will switch off as your Fibre Hub restarts. When your Fibre Hub restarts, the Power light will glow steady green. After a few seconds, the other lights will start to come back on and you can continue to use your Fibre Hub.

No lights

1 Turn off your Fibre Hub at the mains power socket and unplug your Fibre Hub’s

power cable.

2 Check that your Fibre Hub’s power cable is correctly inserted into the Power

socket on the back of your Fibre Hub.

3 Check that the mains power socket is working.

4 Plug your Fibre Hub’s power cable back into the mains power socket and turn on.

5 If no Fibre Hub lights are on, try resetting the Fibre Hub’s default settings.

See page 46.

6 Wait a couple of minutes for the Power light to glow green.

7 If there are still no lights on on your Fibre Hub after these steps, call

0800 169 3809 (please make sure you’re at your computer, and that it’s switched on, when you call).

POWER

BROADBAND

Broadband light is ashing green (rapidly)

Your Fibre Hub is connecting to broadband. Please wait a while then try the following:

1 restart your Fibre Hub by switching off at the mains power socket, waiting a

minute then switching back on again

2 check that the Broadband light is now a steady green. If it’s off or ashing, see

page 21

3 check the lights on your Openreach modem (see page 24)

4 use the CD (included in your Welcome Pack) to install and run Desktop Help (see

page 6) to help you x connection problems. When you’ve installed Desktop Help, you’ll see the

icon on your desktop.

Learn about… Extra features Help Your Fibre Hub

Help 21

5 if the Broadband light still isn’t steady green, there may be a fault or interference

on your line. Call us on 0800 169 3809 (please make sure you’re at your computer, and that it’s switched on, when you call)

POWER

BROADBAND

INTERNET

Internet light is red (and Broadband light is solid green)

Broadband is active, but your Fibre Hub can’t connect to it.

1 Restart your Fibre Hub by unplugging the power cable and plugging it in again.

2 If, after a couple of minutes, the Internet light is still red, check that your

Openreach modem is working (see ‘DSL light is steady green and LAN1 is green’ on page 26).

3 If the Internet light is still red, check broadband service status by calling

0800 169 0199.

4 We recommend that you install and run Desktop Help (see page 6) to help

you x connection problems. When you’ve installed Desktop Help, you’ll see the

icon on your desktop.

5 Open a web browser on your computer, type in http://home or

http://192.168.1.254 and check your PPPoE settings. They should be in the

format axxxxxxx@hgxx.btclick.com. You may need to check the correct network login username and password settings in your ‘welcome’ emails and letters. (These were sent to you when you ordered your BT Business Total Broadband Fibre service. If you can’t nd them, call us on 0800 169 3809.)

6 If the Internet light is still red, call us on 0800 169 3809 (please make sure

you’re at your computer, and that it’s switched on, when you call).

POWER

BROADBAND

Broadband light is ashing green slowly (light ashes roughly

every second)

1 Check that the Fibre cable is correctly inserted into your Fibre Hub.

2 Check that the other end of the Fibre cable is correctly inserted into the LAN1

socket on the Openreach modem (see page 43).

3 Restart your Fibre Hub by unplugging the power cable and plugging it in again.

POWER

BROADBAND

Learn about… Extra features Help Your Fibre Hub

22 Help

4 Check broadband service status by calling 0800 169 0199.

5 We recommend that you install and run Desktop Help (see page 6) to help

you x connection problems. When you’ve installed Desktop Help, you’ll see the

icon on your desktop.

6 If the Broadband light isn’t steady green, there may be a fault or interference on

your line. Call us on 0800 169 3809 (please make sure you’re at your computer, and that it’s switched on, when you call).

POWER

BROADBAND

INTERNET

Internet light is green

Your Fibre Hub is connected to broadband, but there may be a problem with your computer and/or its connection to your Fibre Hub. Try the following:

1 restart your Fibre Hub by unplugging the power cable, waiting a minute and

plugging back in

2 restart your computer

3 wait for your Fibre Hub’s Internet light to turn steady green

4a if you’re using an Ethernet cable Check that this cable between your Fibre Hub and computer is inserted correctly.

> For more help, follow the manual set-up steps on page 34 > If you’re connecting to the internet but it’s very slow or unreliable, see page 36

4b if you’re using wireless There are many things that can affect a wireless connection, including settings

on your computer, position of your computer and Fibre Hub in your ofce, and interference with the wireless signal. The following tips may help:

• check that your computer’s wireless adapter is tted and/or turned on.

Some laptop computers have a small switch – see your computer manual for help

• check your wireless connection software – it should show if your computer’s

connected to your Fibre Hub

Learn about… Extra features Help Your Fibre Hub

Help 23

For help setting up a wireless connection, run the CD that’s included in your Welcome Pack.

• try moving your computer closer to your Fibre Hub

• make sure your computer and Fibre Hub aren’t close to large electrical appliances

• try changing wireless channels (see page 36)

5 Use the CD (included in your Welcome Pack) to install and run Desktop Help (see

page 6) to help you x connection problems. When you’ve installed Desktop Help, you’ll see the

icon on your desktop.

6 If none of the above solves this problem, call us on 0800 169 3809 (please

make sure you’re at your computer, and that it’s switched on, when you call)

If your wireless connection is slow or unreliable, see page 36.

POWER

BROADBAND

INTERNET

Power light is solid red

There’s a problem with the power supply to your Hub. Call us on 0800 169 3809 (please make sure you’re at your computer, and that it’s switched on, when you call).

Setting up or using a BT Business Total Broadband Fibre feature

Extra services are included with your BT Business Total Broadband Fibre order. They won’t be set up automatically, so please activate them at

www.bt.com/business/activate

If you’ve got a question, it may have been asked before. Search our frequently asked questions online at www.bt.com/business/help/bre

If you can’t nd what you’re looking for, maybe another BT Business Total Broadband Fibre user can answer your question in our online forum – go to www.bt.com/business/help/forums/bre

Learn about… Extra features Help Your Fibre Hub

24 Help

Troubleshooting the Openreach modem

If you’re having trouble connecting, check the lights on your Openreach modem using the table below and follow the troubleshooting advice.

Section Page

Power light is off A 24

Power light is ashing green

B 25

DSL light is off

C 25

DSL light is ashing green

D 25

LAN1 is off

E 26

DSL light is steady green and LAN1 is green

F 26

POWER

Power light is off

There is a problem with the power supply or your modem.

1 Turn off and unplug your modem’s power.

2 Check that your modem’s power cable is correctly inserted into the power socket

on the back of the modem.

3 Check that your mains power socket is working.

4 Plug the modem power cable back into mains power and turn on.

5 If the Power light is still off, call us on 0800 169 3809 (please make sure you’re

at your computer, and that it’s turned on, when you call).

POWER

DSL

POWER

DSL

POWER

DSL

LAN1

POWER

DSL

LAN1

Learn about… Extra features Help Your Fibre Hub

Help 25

POWER

Power light is ashing green

Your modem is restarting. Please wait a couple of minutes for your modem’s DSL light to glow green.

POWER

DSL

DSL light is off

Broadband isn’t active on your telephone line or there’s a problem with the broadband signal reaching your modem.

1 Check that the DSL cable is plugged in between the DSL socket of the

Openreach modem and the data connection on your master phone socket or data extension socket.

2 If a data extension cable has been installed to position your Openreach modem

away from your mains phone socket, make sure that the lead is connected and hasn’t been damaged.

3 Try resetting the modem. Press and hold down the Reset button on the back of

the modem for ve seconds and wait a couple of minutes for the Power light to come on.

4 If the DSL light is still off, call us on 0800 169 3809 (please make sure you’re at

your computer, and that it’s turned on, when you call).

POWER

DSL

DSL light is ashing green

Your modem is connecting to broadband. Please wait a while.

1 If the DSL light continues to ash, try restarting your modem. (Unplug the

power supply, wait a few moments then plug it back in.)

2 If the DSL light is still ashing, call us on 0800 169 3809 (please make sure

you’re at your computer, and that it’s turned on, when you call).

Learn about… Extra features Help Your Fibre Hub

26 Help

POWER

DSL

LAN1

LAN1 is off

The Openreach modem cannot detect your Fibre Hub.

1 Check that the Fibre cable (red ends) is correctly inserted into your Fibre Hub’s

Broadband socket (red).

2 Check that the other end of the Fibre cable is correctly inserted into the LAN1

socket on the Openreach modem.

3 Try resetting the modem. Press and hold down the Reset button on the back of

the modem for ve seconds and wait a couple of minutes for the Power light to come on.

4 Try restarting your Fibre Hub by pressing and releasing the Reset button on the

back of the Fibre Hub.

5 Check if anything, such as network maintenance, is affecting internet

performance by calling broadband service status on 0800 169 0199.

6 If the DSL light is still off, call us on 0800 169 3809 (please make sure you’re

at your computer, and that it’s turned on, when you call).

POWER

DSL

POWER

DSL

LAN1

DSL light is steady green and LAN1 is green

The modem is connected to broadband and connected to your Fibre Hub. Follow the lights table for your Fibre Hub on page 19 for further connection troubleshooting.

Learn about… Extra features Help Your Fibre Hub

Help 27

General troubleshooting

We recommend that you run the CD included in your Welcome Pack and install Desktop Help. Desktop Help

(see page 6) identies problems with your broadband,

email or Wi-Fi connection, suggests quick xes or xes problems remotely.

In this section, you’ll nd some answers to the more common connection problems. If you’re online, see www.bt.com/business/help/bre for lots more help and advice.

Page

Why should I only use the new Fibre Hub and Openreach modem? 28

I already have a router that I connect to a modem using Ethernet WAN. May I use this instead of the Fibre Hub?

My CD won’t run. What should I do? 30

How do I make a connection to my computer without using the CD? 30

Where can I nd my email address and password? 33

Where can I nd my BT Business Broadband Voice username (056 phone number) and password?

How can I set up my Fibre Hub manually? 34

What do I need to use wireless? 34

How can I tell if my computer has built-in wireless? 34

Where can I buy a wireless adapter? 34

Where can I get help with my computer’s wireless? 34

My computer or device doesn’t work with WPA. Can I still use wireless on my Hub?

How do I change my Hub to accept WEP wireless connections? 35

The wireless connection to my Fibre Hub is slow or unreliable. What can I do? 36

More…

Learn about… Extra features Help Your Fibre Hub

28 Help

How do I change the wireless channel on my Fibre Hub? 36

What do I do if a dial-up networking window appears when trying to connect to the internet?

My computer is showing a message ‘Windows cannot congure this wireless connection’ when I try to set up a wireless connection. What can I do?

How do I set my computer to obtain an IP address automatically? 38

How can I check the speed of my broadband line? 39

Is there anything I can do to improve the speed of my broadband connection? 39

How do I access my Fibre Hub Manager? 39

What is my Fibre Hub Manager’s password? 40

I’m trying to select the subnet 10.x.x.x IP range and have received an error in my Fibre Hub Manager. What can I do?

I’m moving ofce. What should I do? 41

How do I dispose of old equipment? 41

Why should I only use the new Fibre Hub and Openreach modem?

Most broadband equipment can only work with standard broadband (ADSL), but your Openreach modem uses different technology (VDSL) to give you faster broadband speeds.

The Openreach modem (which is part of the Openreach network) provides Ethernet connectivity to the internet. Routers connecting to the modem must have an Ethernet WAN port.

Learn about… Extra features Help Your Fibre Hub

Help 29

I already have a router that I connect to a modem using Ethernet WAN.

May I use this instead of the Fibre Hub?

Most routers that can connect using Ethernet WAN should work when plugged in to your Openreach modem, but please bear in mind the following points.

• The BT engineer can show you a working internet connection using your Fibre

Hub only. If you don’t want one of your computers to be connected to your Fibre Hub, the engineer will connect their own laptop, using an Ethernet cable, to make sure that your internet connection is working. The engineer will leave the Fibre Hub in place for you once the installation and checking are complete.

• After the engineer has left, you may unplug your Fibre Hub and connect a

non-BT-supplied router to your Openreach modem.

• If you prefer to use a non-BT-supplied router, you’ll need to check with

the supplier or manufacturer that it’s compatible with BT Business Total Broadband Fibre.

• We can help with non-BT-supplied equipment and software if you’ve signed up

for our IT Support Manager service (separate charges apply).

> For more about equipment compatibility, go to

www.bt.com/business/help/equipment

> For more about IT Support Manager, go to

www.bt.com/business/help/ITSM

Learn about… Extra features Help Your Fibre Hub

30 Help

My CD won’t run. What should I do?

PC users:

1 insert the CD into your CD drive

2 if asked to install or run a program, close this window

3 go to My Computer and double-click on the drive containing the CD

4 double-click on the le name setup.exe

5 follow the on-screen instructions

Mac OS users:

1 double-click the BT Business Total Broadband Fibre desktop icon

2 double-click Setup.app

How do I make a connection to my computer without using the CD?

The steps to follow are slightly different depending on what you’re connecting (e.g. a computer, or other device) and how you’re going to connect it (e.g. are you going to use wireless or the Ethernet cable). Choose what you want to connect.

I’d like to… Page

Connect computer using wireless without the CD 30

Connect computer using the Ethernet cable without the CD 32

Connect computer using wireless without the CD 1 If your computer is already connected to your Fibre Hub using an Ethernet

cable, unplug this cable.

2 Place your computer close to the Fibre 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 wireless on by either using the wireless switch (if your computer has one) or activating wireless from within your wireless software. Your wireless adapter must be 802.11b or g compatible.

Learn about… Extra features Help Your Fibre Hub

Help 31

If you don’t have a wireless adapter or your computer isn’t wireless-enabled, see page 34.

4 Find your Fibre Hub’s preset wireless network name/SSID and Wi-Fi key.

These are printed on your wireless settings card (found in your Fibre Hub’s box) and also on the bottom of your Fibre Hub.

5 If your BT engineer transferred settings from your old BT Business Hub, your

wireless details may not be the same as those printed on your Fibre Hub. (They’ll be the same as the details printed on your old BT Business Hub.)

6 Follow the instructions for your computer’s operating system below or, if

your wireless adapter has its own software, use this to set up your wireless connection – its help function may be useful if you aren’t sure how to do this.

Windows 7, Vista and XP Mac OS X

1 Windows 7: Click on the wireless icon in

the system tray

Vista: Go to Start, click Connect To: XP: Go to Start, click Connect To: then

Wireless Network Connection

2 Highlight your Fibre Hub’s network name

in the list (checking that the last three digits match your Hub’s details, e.g. BTBusinessHub-110) and click Connect

3 Type your Fibre Hub’s wireless key

into the:

Windows 7: Security key box

Vista: Security key or passphrase box

XP: Network Key box

4 Click Connect and wait a few moments

while your computer connects to your Fibre Hub

1 Click the AirPort status icon in the

menu bar

2 Highlight your Fibre Hub’s network

name (checking that the last three digits match your Fibre Hub’s details e.g. BTBusinessHub-110)

3 Check the Fibre Hub’s network name

4 Type your Fibre Hub’s wireless key

into the Password box

5 Click OK and wait a few moments

while your computer connects to your Fibre Hub

Learn about… Extra features Help Your Fibre Hub

32 Help

If your computer is showing the message ‘Windows cannot congure this wireless connection’, see page 37.

7 Open your web browser – you should be on the internet. If you can’t connect to

the internet, restart your computer and try these steps again.

> If you still can’t connect, we recommend that you run the CD and use

Desktop Help (see page 6) to help you x your problem

> If a dial-up window appears, see page 37

8 Congratulations – you’re now connected to BT Business Total Broadband

Fibre using your BT Business Fibre Hub. To continue set-up and explore your broadband service’s great features, including security, email, content screening, internet access control, BT Business Broadband Voice and more, go to

www.bt.com/business/activate

Connect computer using the Ethernet cable without the CD 1 Check that your computer has a spare Ethernet port. This is a small socket on

the back or side of your computer and is usually marked ‘LAN’ or ‘Ethernet’, or if you aren’t sure, check the documents supplied with your computer.

2 Plug one end of the yellow Ethernet cable into one of your Fibre 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, restart your computer and try these steps again.

5 Congratulations – you’re now connected to BT Business Total Broadband

www.bt.com/business/activate

If you still can’t connect, we recommend that you run the CD and use Desktop Help (see page 6) to help you x your problem

Learn about… Extra features Help Your Fibre Hub

Help 33

Where can I nd my email address and password?

You selected a BT Connect email address, also known as your BT Business Total Broadband Fibre username or BT Connect email address, when you ordered the service. It will look similar to your.name@btconnect.com. You selected a password at the same time.

Your email address and password were sent to you by email or letter. To access your email, type www.bt.com/business/login into your web browser. To sign into your email account, you need your email address and your password (see above).

> You don’t need your BT Connect email address (i.e. your BT Business Total

Broadband Fibre username) or its password to connect to BT Business Total Broadband Fibre, but you do need them to access your email. To connect to broadband, you use your network login username

> If you can’t nd these details, call us on 0800 169 3809

Where can I nd my BT Business Broadband Voice username

(056 phone number) and password?

These details were sent to your preferred email address when you ordered the service. To access your email, type www.bt.com/business/login into your web browser.

Your BT Business Broadband Voice username is the same as your BT Business Broadband Voice 056 number.

If your Fibre Hub’s Phone light is green, you can also nd your BT Business Broadband Voice phone number using your Fibre Hub Manager (see page 39).

If you can’t nd your BT Business Broadband Voice username (your username is the same as your BT Business Broadband Voice 056 number) and password by checking your email or Fibre Hub Manager (see page 39), go to

www.bt.com/business/yourbbv

Learn about… Extra features Help Your Fibre Hub

34 Help

How can I set up my Fibre Hub manually?

Follow these steps:

1 open a web browser and type in http://home or http://192.168.1.254 to

access your Fibre Hub Manager

2 click the Settings tab, then click on Broadband

3 type in your network login username and password, then click Save

4 you may be asked to enter your password – if you haven’t changed it, the default

password is the same as the serial number on the bottom of your Fibre Hub

If you aren’t sure of your network login username and password, see the ‘welcome’ letters or emails we sent when you ordered your BT Business Total Broadband Fibre service.

What do I need to use wireless?

Your computer needs to be using a wireless adapter or have built-in wireless. The wireless adapter should be 802.11b / g compatible.

How can I tell if my computer has built-in wireless?

If you’re using a laptop bought within the last year or two, it’s likely to have wireless built in. You need to turn on wireless on some laptops using a switch or button on the computer or an option in the software. Check the documents supplied with your computer.

Where can I buy a wireless adapter?

These are available at www.bt.com/shop and most computer shops. Check your computer manual to make sure the type of adapter you plan to buy is compatible with your computer. The wireless adapter should be 802.11b or g compatible.

Where can I get help with my computer’s wireless?

See your computer or wireless adapter manual. For help with setting up a wireless connection to your Fibre Hub, run the CD that’s included in your Welcome Pack.

Learn about… Extra features Help Your Fibre Hub

Help 35

My computer or device doesn’t work with WPA. Can I still use wireless

on my Hub?

It may be possible to upgrade your computer operating system or wireless adapter to support WPA. See your wireless adapter manufacturer’s web site for more information. If your adapter or device only supports WEP, you can change your Fibre Hub to accept WEP wireless connections (see below).

How do I change my Hub to accept WEP wireless connections?

We recommend that you use WPA, but if you need to change the settings, type http://home or http://192.168.1.254 in the address bar of your web browser and press Enter or your return key to access your Fibre Hub Manager. Then:

1 click on the Wireless icon – the Wireless Conguration screen will appear

2 under Wireless Security, select WEP-Open for Authentication Type

3 under Wireless Key, use either the default encryption key or custom encryption

key and type in a new ‘key’ of your choice. You can use letters ‘a’ to ‘f’ or any numbers. It should be ten characters for 64-bit and 26 characters for 128-bit WEP key length. (Please don’t enter the default key that came with your Fibre Hub.)

4 make a note of your new key and click Save. You may be asked to enter your

password – if you haven’t changed it, the default password is the same as the serial number on the side of your Fibre Hub.

Note: any devices already connected wirelessly to your Fibre Hub will be disconnected. To reconnect these, you’ll need to use the new key you’ve just chosen and change their security setting to WEP. Follow the instructions provided with the devices. You’ll probably need to locate the wireless network connection settings, select your Fibre Hub from the list of devices in range, choose to connect to it and enter your new key when asked.

Find out more about changing your wireless security at

www.bt.com/business/help/wisecurity

Learn about… Extra features Help Your Fibre Hub

36 Help

The wireless connection to my Fibre Hub is slow or unreliable.

What can I do?

We recommend that you keep your Fibre Hub and computers at least 20 feet away from large electrical appliances. Thick walls, metallic surfaces (e.g. mirrors) and other wireless networks can also cause slow or unreliable connections.

The distance between your computer and Fibre Hub can also affect your wireless connection. When setting up a wireless connection for the rst time, try to position your computer close to your Fibre Hub, making sure there are no walls or barriers between them. Once a wireless connection has been made, you can move your computer farther away.

Your computer or wireless device should indicate the strength of the wireless signal received. If you think your Fibre Hub is being affected by interference, try moving it and/ or adjusting its position. Your Fibre Hub will automatically select the most appropriate channel and may select a new channel if a high level of interference is detected.

You can also sometimes improve your wireless signal by refreshing or changing the wireless channel on your Fibre Hub (see ‘How do I change the wireless channel on my Fibre Hub?’ below).

How do I change the wireless channel on my Fibre Hub?

1 Access your Fibre Hub Manager by typing http://home or http://192.168.1.254

in the address bar of your web browser and pressing Enter or your return key.

2 Click the Wireless icon.

3 In the Network section, select an alternative Wireless Channel.

4 Click Save. You may be asked to enter your password – if you haven’t changed

it, the default password is the same as the serial number on the bottom of your Fibre Hub. Wait one minute for your device to pick up the new channel.

If you’re still experiencing problems, follow steps 1 to 3 again to choose an alternative wireless channel, then click Save.

If you need help, go to www.bt.com/business/help (type ‘wireless channel’ in the search box and select ‘All of Help & Support’) or call 0800 169 3809.

Learn about… Extra features Help Your Fibre Hub

Help 37

My computer is showing a message ‘Windows cannot congure this

wireless connection’ when I try to set up a wireless connection. What can I do?

Your wireless adapter’s pre-installed wireless software is preventing you from using the Windows standard wireless adapter’s software. Find the wireless adapter’s software on your computer by clicking Start then All programs and looking through the list. Once you nd this software, you can either use it to set up your wireless connection – its help function may be useful if you’re not sure how to do this – or there may be a tick box that allows Windows to control the wireless set-up.

What do I do if a dial-up networking window appears when trying to

connect to the internet?

This may be caused by your computer browser’s set-up. To stop it happening, follow the instructions below.

Windows Mac OS X

1 Go to Start and click Control Panel then

click Internet Options. Or, for Windows 7 only: go to Start and click Control Panel, then Network and

Internet, then Internet Options.

2 Click the Connections tab

3 Select Never dial a connection

4 Click LAN Settings…

5 Tick Automatically detect settings

6 Click OK twice

1 Select System Preferences then

Network to show: Network Port Congurations

2 Drag Internal Modem to the bottom

of the list, or ‘untick’ it to make it inactive

Once your computer is successfully connected to the internet, you’re ready to explore your broadband service’s great features, including security, email, content screening, internet access control, BT Business Broadband Voice – and more. Please go to www.bt.com/business/help/bre

Learn about… Extra features Help Your Fibre Hub

38 Help

How do I set my computer to obtain an IP address automatically?

Windows 98SE/Me Windows 7/Vista/2000/XP Mac OS X

1 Go to Start then Settings

and click Control Panel

2 Double-click the

Network icon

3 Under the Conguration

tab, select TCP/IP for the network adapter you use to connect to your Fibre Hub

4 Click Properties

5 Select Obtain an IP

address automatically

6 Click OK twice

7 Restart your computer

8 Open your web browser

1 Go to Start and click

Control Panel then:

Windows 7: click

Network and Internet,

then Network and

Sharing Centre, then Change Adapter Settings

Vista: click Network

and Sharing Centre,

then Manage network

connections

2000/XP: click Network

Connections

2 Right-click the icon for

the network adapter you use to connect to your Fibre Hub

3 Click Properties

4 Windows 7: select

TCP/IP v4

Vista/2000/XP: select

TCP/IP

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 router

3 Mac OS X 10.4

and earlier: select TCP/IP

4 In Congure select the

Using DHCP option

5 Click Save/Apply Now

and close the window

6 Open your web browser

Learn about… Extra features Help Your Fibre Hub

Help 39

How can I check the speed of my broadband line?

For accurate information about your broadband speed, see our speed checker at

speedtester.bt.com

Is there anything I can do to improve the speed of my

broadband connection?

A number of factors at your business premises may affect the speed of your broadband connection.

• Sharing a broadband connection – Attaching more than one computer to your

broadband connection may slow down your connection speed.

• Slow processor speed – If your computer is running at a slow speed (e.g. the

rst time it connects to the internet, loading new security software and email programs), this may slow down your connection speed.

• Multiple activities – Too many things happening over your broadband line may

affect the quality of service you receive. Simply try to reduce the number of things happening at once over your broadband line.

How do I access my Fibre Hub Manager?

Open your web browser and type http://home or http://192.168.1.254 in the address bar and press Enter or your return key, or double-click the

icon on your

desktop.

When you submit or save any changes in your Fibre Hub Manager, you may be asked to enter your password – if you haven’t changed it, the default password is the same as the serial number on the bottom of your Fibre Hub.

Learn about… Extra features Help Your Fibre Hub

40 Help

What is my Fibre Hub Manager’s password?

For security reasons, your Fibre Hub is set with a unique admin password. It’s your Fibre Hub’s serial number. You can nd your Fibre Hub’s serial number on the bottom of your Fibre Hub. To change your Fibre Hub Manager’s password:

1 once the BT engineer has set up your BT Business Total Broadband Fibre service,

access your Fibre Hub Manager by typing http://home or http://192.168.1.254 in the address bar of your web browser and pressing Enter or your return key, or double-clicking the

icon on your desktop

2 click Settings at the top of the page, then Password. You’ll be asked to enter the

current password (your Fibre Hub’s default password is its serial number)

3 follow the on-screen instructions to set a new password

I’m trying to select the subnet 10.x.x.x IP range and have received an

error in my Fibre Hub Manager. What can I do?

Even if BT Openzone is disabled, the subnet 10.x.x.x IP range settings remain. We therefore suggest you use an alternative IP range or follow the steps below to obtain the subnet 10.x.x.x IP range:

1 unplug your Fibre cable

2 reset your Fibre Hub. To nd out how to do this, see page 46

WARNING: resetting your Fibre Hub means you also have to reset any changes

you’ve made to the Fibre Hub software. To see what such changes may include, see page 46.

3 access your Fibre Hub Manager by typing http://home or http://192.168.1.254

in the address bar of your web browser and pressing Enter or your return key, or double-clicking the

icon on your desktop

4 click Settings, then LAN and Private Network

5 change your LAN settings to use the subnet 10.x.x.x. IP range

6 plug in your Fibre cable

Learn about… Extra features Help Your Fibre Hub

Help 41

I’m moving ofce. What should I do?

Call us on 0800 169 3809 giving at least ve days’ notice. The BT Business Total Broadband Fibre service is subject to availability at your new ofce.

How do I dispose of old equipment?

If you’ve received your new Fibre Hub as a replacement for a faulty one, please return the faulty Hub following the instructions we gave when you contacted the helpdesk.

If you’ve other old electrical equipment you’d like to dispose of, see www.bt.com/business/equipmentdisposal (click on Email BT, then enter your details).

Before disposing of any such equipment, we recommend you reset it to its default settings – this should remove all your personal settings. To nd out how to reset your Fibre Hub to its default settings, see page 46.

Your new Fibre Hub will replace your old BT Business Hub, if you have one.

Learn about… Extra features Your Fibre Hub

Help

42 Your Fibre Hub and Openreach modem

Your Fibre Hub and Openreach modem

A BT engineer will visit to install your BT Business Total Broadband Fibre service and set up your Fibre Hub, but you may need to unplug or reconnect equipment or reset your Fibre Hub in the future.

Use this section to nd help with… Page

Set-up 42

Resetting your Fibre Hub 46

Changing to a standard broadband connection 46

Set-up

The following diagrams and steps may be useful if you ever need to unplug and then reconnect any of the equipment, e.g. if you receive a replacement Fibre Hub.

1 You may use these items:

Fibre Hub and stand CD

Ethernet cable

(red ends)

Hub power adapter

Learn about… Extra features Help Your Fibre Hub

Your Fibre Hub and Openreach modem 43

2 The Openreach modem connects to the mains power supply and to the

BT engineer-installed socket using the DSL cable.

BTBusinessHub-XX XXXXXXXXXX

XXXXXXXXXXXX

Wireless settings

card

BT Broadband

Voice adapter

Landline cable Ethernet cable

(yellow ends)

Two-socket

extension cable

You may not need all these items:

Openreach modem Modem power adapter

Fibre cable

(with pink ends)

Learn about… Extra features Help Your Fibre Hub

44 Your Fibre Hub and Openreach modem

3 The Power light and DSL light on the modem glow steady green to show a

successful connection to broadband. If these lights don’t glow green, see the lights table on page 24.

4 Your Fibre Hub plugs into the mains power supply. It connects to the Openreach

modem using the red Fibre cable and to your telephone socket using the landline cable (see next page).

5 The Internet light on your Fibre Hub will glow steady green to show a successful

connection to broadband. This may take a few minutes. If it doesn’t glow green, see the lights table on page 24.

6 Your computer connects to your Fibre Hub using a wireless or wired (Ethernet

connection). For help to set up the connection, follow the steps on the CD.

Learn about… Extra features Help Your Fibre Hub

Your Fibre Hub and Openreach modem 45

Landline cable (optional)

With the landline cable tted:

• you can make calls using your business telephone number from the phone that’s

plugged into your Fibre Hub by dialling ‘5’ before the number you wish to call. If you don’t dial ‘5’, you’ll make the call using BT Business Broadband Voice

• the phone plugged into your Fibre Hub will automatically use your main

telephone line to make outgoing calls if there’s a power cut or broadband service failure

Plug the purple connector into the purple DSL socket on the back of your Fibre Hub and plug the other end of the cable into the telephone socket on your master socket or a telephone extension socket.

Learn about… Extra features Help Your Fibre Hub

46 Your Fibre Hub and Openreach modem

Resetting your Fibre Hub

WARNING: resetting your Fibre Hub means you also have to reapply any

changes you’ve made to the Fibre Hub software. These changes may include:

• activating BT Business Broadband Voice – see page 17

• any wireless settings you may have changed

• your Fibre Hub password and any Fibre Hub Manager changes – see pages 39 and 40

• port forwarding settings

To reset your Fibre Hub to its factory default settings, removing all personal settings:

1 use a pin or paperclip to press and hold the recessed Reset button on the back of

your Fibre Hub for 15 seconds until your Fibre Hub lights go out

2 stop pressing and wait for the Fibre Hub’s Broadband light to glow green – this

may take several minutes

Alternatively, you may reset your Fibre Hub using your Fibre Hub Manager.

1 Open your web browser and type http://home or http://192.168.1.254 in the

address bar and press Enter or your return key.

2 Select the Settings tab, then the Diagnostics tab, followed by the Resets link.

3 In the Reset to Factory Default State, click the Reset button. You may be asked

to enter your password – if you haven’t changed it, the default password is the same as the serial number on the bottom of your Fibre Hub.

Please note: BT Openzone will be enabled when you reset your Fibre Hub. For more information on BT Openzone, see page 16.

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Your Fibre Hub and Openreach modem 47

Changing from Fibre to a standard broadband (ADSL) connection

Your Fibre Hub can work with a Fibre network or a standard broadband (ADSL) network. If you wish to change back from your BT Business Total Broadband Fibre service to a standard BT Business Total Broadband connection using your existing Fibre Hub, call us on 0800 000 152 – we’ll send you a pack with a new CD, extra cables and instructions on what to do.

Making landline phone calls using your standard BT Business Hub

If you change back to your standard BT Business Hub and you use telephones connected to it to make landline telephone calls, you’ll need to remove the bre faceplate from the master socket and install microlters on all your phone sockets.

To do this, follow these steps:

1 Unplug the special extension cable

(if installed for your BT Business Total Broadband Fibre service) from the top data port on the master socket. (You’ll no longer need this cable.)

2 Unscrew the front plate of the

master socket.

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48 Your Fibre Hub and Openreach modem

3 Lift off the bre faceplate, being

careful not to upset any wires inside the master socket.

4 Find the shorter front plate screws

– they should be in the recess of the master socket (if not, most hardware shops stock suitable screws).

5 Screw the front plate back into place.

6 To check that you’ve got a dial tone,

plug a telephone into the front plate.

7 Plug a microlter into the front plate.

8 Follow the installation instructions for your

standard broadband BT Business Hub.

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Notices 49

Notices

Bandwidth

As you know, with BT Business Total Broadband Fibre and your Fibre Hub you can enjoy adding a number of services to your ofce network. Add these to all the online activities you may also be doing (such as downloading les) and you’ll end up with a busy broadband line!

Please bear in mind that too many things happening at once over your broadband line may affect the quality of service you receive – this is normal and not a fault with your service. Although it’s unlikely, this may, for example, result in slow downloads and small interruptions to phone calls. Simply try to reduce the number of things happening at once over your broadband line. Your service can also be affected if the internet is busy.

Warranty

We guarantee that the Fibre Hub will work to the relevant specication for the minimum period of your agreement* and that it will be free from faulty design, manufacture or materials. If at any time during the minimum period you nd that the Fibre Hub or other equipment isn’t working properly, you may return it to us and we’ll replace or (at our option) repair it.

We won’t be responsible for any defects arising from fair wear and tear, accidental or wilful damage, misuse or failure to follow our instructions. If you return any equipment as faulty, we may test the equipment – if it’s working, we’ll send it back to you. If we do so,

we may charge you our costs for our testing and postage. This doesn’t affect your legal rights relating to equipment that’s faulty or wrongly described.

Safety and regulatory instructions for your Openreach modem and Fibre Hub

Please read this document carefully before set-up!

• Your Fibre Hub and Openreach modem will

get warm once connected to the power supply. Although this is normal, you should make sure that your Openreach modem and Fibre Hub have adequate ventilation to prevent overheating. Never block the vents on your Openreach modem or Fibre Hub.

• Don’t expose your Openreach modem or

Fibre Hub to rain, water, moisture or direct sunshine.

• Don’t spill liquid on your Openreach modem

or Fibre Hub.

• Keep your Openreach modem and Fibre Hub

away from sources of heat such as heaters or radiators.

• Don’t attempt to disassemble or open up your

Openreach modem or Fibre Hub yourself. Not only will it make your warranty void, it may expose you to dangerous voltage or other hazards.

• Before cleaning your Openreach modem

or Fibre Hub, disconnect it from its power supply. Use a damp cloth for cleaning.

* The minimum period is 12 or 18 months, depending on the Option you chose when you placed your order.

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50 Notices

• For better performance, don’t place your

Openreach modem or Fibre Hub on a television or computer monitor.

• In the event of an electrical storm, you

must unplug all of your equipment from the electricity supply and phone sockets.

• These products intentionally generate low-

level radio frequency signals and, as such, there is a very small risk that these products may interfere with sensitive medical devices, for example a heart pacemaker, when in close proximity. If you’ve any concerns, we recommend that you consult the medical device manufacturer before using these products.

• The plug on the power cable serves as a

disconnect device. Make sure that the power socket you plug the power cable into is easily accessible and located as close to the equipment as possible.

Save energy

Please avoid wasting energy while using your computer or other equipment. You can set up your computers to go into standby or lowenergy mode automatically.

Please disconnect your Fibre Hub from its power supply when not in use for an extended period (e.g. a holiday), but remember that when you do so all connected computers (and any other devices that use your Fibre Hub to connect to your broadband line) will lose internet access and BT Business Broadband Voice won’t work. Remember to restore power to your Fibre Hub before turning your computer(s) on.

Product disposal instructions for residential users

The Waste of Electrical and Electronic Equipment (WEEE) Directive (2002/96/EC) has been put in place to recycle products using best available recovery and recycling techniques to reduce the impact on the environment, treat any hazardous substances and avoid the increasing landll.

The symbol shown above and on the product means that the product is classed as Electrical or Electronic Equipment and you should not put it into your domestic waste bin. When you’ve no further use for your product, see www.bt.com/business/equipmentdisposal (click on Email BT, then enter your details).

Declaration of Conformance

Declaration of Conformance with European Community Directive 1999/EC.

This product is intended for use within the UK for connection to the public telephone network. This equipment complies with the essential requirements for Radio Equipment and Telecommunications Terminal Equipment Directive 1999/5/EC. The Declaration of Conformance can be found at www.bt.com/

business/help/bre

Terms and conditions

BT Business Total Broadband Fibre and BT Business Broadband Voice are covered by terms and conditions. To review terms and conditions for BT Business Total Broadband Fibre, go to www.bt.com/business/help/bre; for BT Business Broadband Voice, go to www.bt.com/business/broadbandvoice

Windows is a registered trademark of Microsoft Corporation in the United States and other countries.

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Useful information 51

Memo (add your details here to have them handy)

BT Business Total Broadband Fibre username:

BT Business Total Broadband Fibre password:

BT Business Broadband Voice telephone number:

BT Business Broadband Voice password:

Wireless network name (SSID)

Wi-Fi key (WPA WEP)

Security type (WPA-PSK or WPA2-PSK or WEP):

Fibre Hub Manager password

1 Printed on bottom of your Fibre Hub. 2 Default is your Fibre Hub’s serial number – see bottom of your Fibre Hub.

BT Business Total Broadband Fibre web site www.bt.com/business/help/bre

BT Business Total Broadband Fibre helpdesk 0800 169 3809

(8am–6pm, Monday to Friday. Closed Bank Holidays.)

Broadband service status 0800 169 0199

(24 hours a day, 7 days a week)

Calls to 0800 numbers are free from UK landlines. Mobile costs may vary. See www.bt.com/pricing for details. All calls made to BT or from BT may be recorded to help us give you a better service.

Useful information

Learn about… Extra features Help Your Fibre Hub

52 Index

Admin password 7, 40 ADSL 28, 47

Bandwidth 49 Block internet access 12 Broadband light 19-22, 46 Broadband service status 51 Broadband socket 26 Broadband speed 5, 39 BT Business Broadband Voice 17, 51 BT Hosted VoIP 17 BT Openzone wireless internet access 16, 40, 46

Connecting to internet 18-26 Connecting computer to Fibre Hub 42-45 Content Screening 12 Control internet access 12

Data extension cable 5, 25 Desktop Help 6 Domain names 11

Email 10 Email address 33 Email password 33 Email settings 10 Encryption key 8, 9, 35

Index

Energy saving 50 Engineer visit 3 Equipment disposal 41, 50 Ethernet 11, 28, 29, 32, 44 Ethernet cable 22, 29, 30, 32, 43 Ethernet port 32 Ethernet WAN 28, 29 Extension cable 5, 25, 43, 47 Extra features 7-17

Fibre cable 21, 26, 40, 43, 44 Fibre faceplate 47-48 Fibre Hub set-up 42-45 Fibre Hub Manager 7, 39, 40, 46 Fibre optic 4 Firewall 10 Firewall Monitor 10 Firewall settings 10 Firmware 19

Help 18-41

Internet Access Control 12 Internet light 19-22, 44 IP address 13-15, 38 IP settings 13-15

Landline cable 43-45 Landline phone calls 47

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Index 53

MAC address ltering 9 Make and receive calls over broadband 17 Microlters 47 Modem 24-26, 28, 29, 42-45 Moving ofce 41

Network login password 21, 33, 34 Network login username 21, 33, 34 Networking 11 Networking window 37

Openreach modem 5, 24-26, 42-49

Password 7, 9-16, 21, 33-36, 39, 40, 46, 51 Phone light 33 Power light 19-20, 23, 24-26

Resetting Fibre Hub to defaults 46 Restarting 18-22, 25, 26

Safety 49 Screening and control 12 Security 8-10, 35, 40, 51 Security key 31 Set-up 42-45 Special modem 4 SSID 8-9, 16, 31, 51 Standard broadband 28, 47 Static IP 13-15

Transfer domain name 11 Troubleshooting 24-41

Useful information 51 Username 21, 33, 34

VDSL 5, 28

Warranty 49 WEP 8, 35, 51 Wireless 5, 8-9, 11, 16, 22-23, 30-31, 34-37, 44, 46 Wireless access cards 8 Wireless adapter 8, 22, 30, 34-35, 37 Wireless broadband 16 Wireless channel 23, 36 Wireless internet access 16 Wireless network 8-9 Wireless network name 31, 51 Wireless network passphrase 8 Wireless security 8-9, 35, 37 Wireless security key 31 Wireless settings 9, 46 Wireless settings card 31, 43 WPA 8, 9, 35, 51

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Ofces worldwide

The services we’ve described in this publication may not always be available and we may change them. And nothing we’ve written here is contractual. When we supply services and equipment, our terms and conditions apply.

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BT Total Hub Fibre, Fibre User Manual

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