BT Home Hub 4 Information Manual

Information and
troubleshooting guide

BT broadband

02 03

Contents

3

Connec t to wi-fi

1. Connec t your device usi ng wi-fi details on t he card

2. Or if your device s upports WP S, press WP S to
connec t automatica lly

4

Get your bro adband ext ras

Open your de vice’s web browse r to follow the Smar t Setup.
Then log in w ith your BT ID which y ou might have set up wh en
you ordere d your broadban d. It’s normally yo ur contact em ail
addres s. If you haven’t got a B T ID yet, you’ll nee d an email
addres s and your BT account n umber to sign up (yo u can find
this on your bi ll).

If you don’t see a log- in screen, go to bt.com/mybt.

See page 4 fo r more on My BT and your e xtras.

Broadband
DSL

11 2

GigE
3 4

Broadband
WAN USB Reset Power Power

On| Off

Ethernet

Contents

Set-up summar y 2-3

Get your ex tras 4-5

Tips 6-7

Troublesho oting 8 -11

Suppor t 12

WPS

2. 1.

Set-up summary

1

Wait for the blue l ight

This migh t take a few minutes .
No blue ligh t? See page 8

2

Plug things in

Unplug any e xisting bro adband kit, th en:

1. Plug in the b roadband cabl e (grey ends)

2. Plug in powe r and turn on

Broadband
DSL

11 2

GigE
3 4

Broadband

WAN USB Reset Power Power

On| Off

Ethernet

Power
socket

BT main
socket

Filter
needed

2.

1.

Tip: can’t c onnect to wi- fi?

Use your Ether net cable (yello w ends).
Using your Eth ernet cable might giv e you the fastest spee d,
but connec ting wireles sly may be more convenient .
Or see bt.com/wireless-setup.

Important: follow s teps 3 and 4 for each device to con nect it.

04 05

My BT – all your extras in one place

We’ve made it eas y to control your accoun t online at
any time with My B T. Everything i s at your fingertip s.

Download al l your broadband ex tras from
bt.com/mybt

BT Cloud

Store your p recious files o nline for handy ba ck-up
and easy a ccess.

Online security

• BT Net Protect Pl us

• Paren tal control s

BT Broadb and Desktop Help

A free too l that helps you so rt out most c ommon
broadba nd connectio n and email probl ems (PCs only).

Your email

You can acces s your BT email acco unt from anyw here,
at any time . To reset your email p assword, go t o

bt.com/help/password.

Log in or sign up at bt.com/m ybt to:

✔ use unlimite d public wi-fi

✔ set up online se curity and p arental cont rols

✔ see your bill and d ata usage

✔ get help if you ne ed it

✔ download you r BT apps

06 07

Set-up and speed tips

The first te n days after set-up

After y ou’ve installe d your Hub, it can take a bout ten days
to esta blish the fast est, most r eliable broadb and possible on
your line. D uring this time, y our Hub might res tart and your
broadba nd might be inter rupted. This i s normal. Leave yo ur
Hub connec ted and turne d on and it should soo n settle down .

Gettin g up to speed

Go to bt.com/improve-speed to ma ke sure you’re gett ing
the best s peed possibl e. To get the best spe ed out of your
BT broadb and, use a wired co nnection. I f you’re connecti ng
wireles sly, the 5GHz signal w ill usually give yo u the best spee d.
During th is time, your Hub mig ht restar t and your broadba nd
might be int errupted – thi s is normal.

Fine tune your Hu b

Your BT Home Hub 4 ha s its own soft ware, which con trols how
it work s and what it does . You don’t need to change an ything,
but if you wan t to, type bthomehub.home into your b rowser.
Your Admin pas sword is on your Hub – we s uggest you chan ge
this to your ow n when logged in .

Wi-fi tips

Gettin g the best from a wi-fi con nection

The shor ter the distan ce and the fewer floor s and walls
betwe en your wi-fi device and H ub, the better y our
wi-fi connec tion.

Automati c dual band Smart Wir eless
(2.4GHz and 5GH z bands)

The BT Home H ub 4 uses Smart W ireless to con nect to the
best sig nal on either band , depending on wh at your device
suppor ts and where you a re. To find out more abou t this, go
to bt.com/help/dualband.

Problem wi th your broadband?

And if you’ve a pr oblem with your b roadband, BT W i-fi means
you might be ab le to get online if yo u’re in range of someo ne
else’s. Fo r more about this , go to bt.com/help/btwifibackup.

BT Wi-fi

BT Total Br oadband come s with BT Wi-fi, t he UK’s larges t public
wi-fi netwo rk. We’ve over 4.5 mill ion public wi-fi hot spots in
the UK to get yo u online when you’re ou t and about. Fin d out
more at bt.com/wifi.

Turning off the S mart Setup wiz ard

If you don’t wan t to use the wizar d to help you set up you r
feature s, follow the s teps at bthub.home/online_install.html.

08 09

BT Hub connection troubleshooting

There’s a pro blem with your po wer supply or powe r is offPower ligh t is off

What to do

Check tha t the power swit ch on the back of your Hub is on , the power cable’s plu gged in correc tly at the mains and t hat power is on.
If there’s st ill no light, cal l us on 0800 111 4567. We’re not so busy a nd can help you much fas ter if you call bet ween 10am and 6pm

This show s that there’s a prob lem somewher e

Your Hub is worki ng fine

Power ligh t is orange

Power ligh t is blue

Check th e other lights in t he silver bar at th e bottom of the Hu b and follow the ins truction s on pages 10 and 11

What’s hap peningHub light status

You’re not connec ted to broadb andPower ligh t is red

Press th e Restart b utton and rel ease it when the Po wer light turns or ange

Your Hub will res tart and th e Power light will gl ow steady blue . If it’s still red , reset your Hub us ing a paper clip to pre ss the
recess ed Reset but ton on the back of you r Hub for a few seconds

If this does n’t fix it, call us on 080 0 111 4567. We’re not so busy and can help you muc h faster if you call be tween 10am and 6p m

If your connec tion is down or you thin k your Hub is faulty, try the se three steps be fore calling us:

1. Ch eck power and cabl es and make sure filt ers are fitt ed, then swit ch your computer an d devices off a nd then on.

2. Whi le they’re rest arting, pr ess and hold your Hu b’s Restar t button unt il your Hub light goe s orange.

3. Whi le your Hub reboot s, its light w ill flash then go blu e. If it’s red, see be low.

Make sure you’re n ext to your Hub wi th a PC or device if you c all.

If you can’t ge t online, please c heck your device o r computer set tings with th e manufactur er

Think you have a fau lty Hub?

Nearly al l the Hubs we get back a s faulty are ac tually fine. So if y ou think yours
isn’t work ing properly, run t hrough the thre e steps on the le ft and check th e light
table below.

If you retu rn your Hub and it tur ns out to be workin g fine, you might nee d to pay
for a replac ement – so send it ba ck only if you’re sure i t’s faulty.

10 11

BT Hub connection troubleshooting continued

You’re connect ed to broadban d but your account mi ght not be
switc hed on yet

Broadba nd light is orange Wait until a fter midnigh t on the day we swit ch on your broadba nd. If it’s alread y after midnig ht, call us on 0800 111 4567.

We’re not so busy a nd can help you much fas ter if you call bet ween 10am and 6pm

You’ve tried to lo g in with the wron g username and pa sswordBroadba nd light is red The BT Home Hub is sui table only for BT Total Br oadband. It is not sui table for any other br oadband provid er’s or BT Business Br oadband

lines. Res et your Hub’s passw ord by using a paper clip to pre ss the recesse d Reset button on th e back of your Hub for a few second s

There’s a pro blem with your br oadband line Broadba nd light is

flashing red

Check all t he cables are plu gged in correc tly and that it’s a fter midnigh t on the day we swit ch on your broadba nd. If cables
are okay and it’s alrea dy after m idnight, ca ll us on 0800 111 4567. We’re not so bus y and can help you much fa ster if you call
betwe en 10am and 6pm

You’ve switch ed off wirel ess securit y for one or both wi reless channe lsWirele ss light is red Turn on your sec urity – in the wir eless tab in you r Hub Manager

Your Hub is in WPS a utomatic conn ection mode Wirele ss light is

flashing orange

Click the b utton to conne ct (on your comput er or adapter) wi thout enter ing a pass key. The Hub wi ll return to nor mal mode
after a f ew minutes

What to doWhat’s hap peningHub light status

If your Hub light i sn’t glowing blue, war ning lights will
appear in the si lver bar at the botto m of your Hub.

Got a quest ion?

For common que stions about con necting, go to bt.com/help.

If your broadb and isn’t working, you r Hub will automatic ally
open a help page wit h some useful chec ks to try.

If you’ve comple ted all these check s and need to call, please
make sure you’re nex t to your Hub and a PC or device.

Support

Download BT Desktop Help (PCs only)

This free tool helps you sort out most common broadband
connection and email problems. Download it at bt.com/mybt.

Get help fast

The quickest and easiest way to get help, all day every day, is to
go to bt.com/help.

Or you can call us on 0800 111 4567. We’re not so busy and can
help you much faster if you call between 10am and 6pm. Make
sure you’re next to your Hub with a PC or device if you call.

Offices worldwide

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

© British Telecommunications plc 2013
Registered Office: 81 Newgate Street, London EC1A 7AJ
Registered in England No. 1800000

Version number: BB 2.0

Written and designed by Muse Publishing and Pentagram.
Web sites in this booklet are for illustration only.
BT isn’t responsible for content of third party sites.

How to recycle your equipment

Your Hub is classed as electrical or electronic equipment,
so DO NOT put it in your normal rubbish bin.

It’s all part of the Waste Electrical and Electronic Equipment
(WEEE) Directive to recycle products in the best way – to be
kinder to the planet, get rid of dangerous things more safely
and bury less rubbish in the ground.

If you’ve bought something from us that comes under the WEEE
Directive (it’ll have this symbol on it

) and it’s similar to the kit
you don’t need any more, you can send us your old kit and we’ll
get rid of it in an environmentally friendly way. Here’s the address:

WEEE Take Back Scheme
BT Returns
BT DF
Darlington Road
Northallerton
DL6 7ZY

You’ll need to pay the postage. Or, if you don’t want to send
it to us, ask your local council how to recycle it.

Call 0800 800 150 to get this leaflet
in Braille, large print or audio CD