Job No. 1004
Client BT
Project BT Infinity Help UG v6
Revision 5-DR
Modified 23/06/11
Created 20/12/10
BT Infinity
User guide and troubleshooting
For online help, go to
www.bt.com/help
Contents 1
Contents
Getting up to speed
For the first 24 hours or so, your broadband might slow down or even stop now and
again. That’s normal. It takes that long for your broadband to reach its top speed.
You can help it along by leaving your Hub on all the time, and using your broadband
as much as you can for the first 24 hours. If you’ve got questions about the speed
of your broadband after that, go to www.bt.com/help/broadbandspeed
Your BT engineer will come and set up your BT Infinity service and get one
computer connected. After this, you’ll find lots more help in this guide, if
you need it.
Get some help 2
Connect other computers and devices 4
About your Hub 9
Connection troubleshooting 12
Useful information 18
The small print 20
2 Get some help Get some help 3
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
on your desktop or download it straight to
your computer from www.bt.com/help/broadbanddesktophelp
Get some help
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
1
or in person2.
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
www.bt.com/help
• set up or troubleshoot your BT email account
• fix problems in the background
• help you set up your home network
• update automatically
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.
4 Connect other computers and devices Connect other computers and devices 5
Connect other computers and devices
How to connect other computers or devices using the Infinity CD
Our engineer will have connected your main computer to BT Infinity using the BT
Infinity CD, but if you’d like to connect any other computers or devices, simply run your
BT Infinity CD yourself on the computer or device and follow the CD’s set-up wizard.
It’s the easiest way to connect other devices.
My CD won’t run. What should I do?
PC users: click on My Computer in the Windows Start menu, right-click your
CD icon, then click BT Home Hub Setup.
Mac OS users: double-click the BT Infinity desktop icon, then double-click setup.app.
How can I find out if my computer or device works with wireless?
Your BT Home Hub 3 is already wireless enabled, so you just need to check that your
computer, games console or other device can connect wirelessly.
If you’ve bought a laptop in the last couple of years, it’s likely to have wireless built
in but you may need to turn it on using a button or switch on your laptop. If you use
a normal desktop computer, this may also have wireless built in. If you aren’t sure,
check your laptop or desktop computer manual.
If your computer doesn’t have wireless built in, you’ll need to fit a wireless adapter.
You can get one at www.bt.com/shop and most high street computer shops.
Check your computer manual to make sure the type of adapter you plan to buy
is compatible with your computer. We recommend that you get an 802.11n
compatible wireless adapter, though an 802.11b or g wireless adapter will also work.
To find out more, and to see our simple guides to connecting these devices, go to
www.bt.com/help
How to connect other computers or devices that don’t use a CD
If you’ve a wired device
Simply plug its Ethernet cable into
one of the spare Ethernet (yellow)
ports on the back of your Hub.
To get the best speed possible on
connections that support 80Mb
speeds or over, we recommend
you use the GigE socket (port 4).
If you’ve a wireless device such as a laptop, netbook, smart phone or games console
Use its wireless feature to connect to your Hub. You’ll need your Hub’s wireless network
name and wireless key. You can find these on your Hub’s handy pull-out (see page 9).
If the engineer replaced your old Hub with a new one, he or she may have transferred
your old Hub’s wireless settings to your new Hub – there’s a space on page 19 for you to
keep a note of these details. Once you’ve found these, follow the instructions that came
with your device – for the Hub, read on.
If you’re trying to connect a computer or a device, turn on its wireless – there’s usually
some sort of switch. Then try hovering your mouse or cursor over the icons in your
computer’s system tray or status bar, and look for a wireless icon. If you’re using
Windows Vista or XP, you can also try clicking Start then Connect to… .
If your computer’s got a wireless connection, find your Hub’s wireless network name
in any list displayed (it will start with ‘BTHub3...’), highlight it and click Connect. If you
need to, type in your Hub’s wireless key.
You may need these techy details:
Authentication type: WPA2-PSK or WPA-PSK
Encryption type: AES (WPA2) or TKIP (WPA)
Mode: infrastructure (not ad hoc)
6 Connect other computers and devices Connect other computers and devices 7
An even easier way to connect devices
Your clever new Hub has a WPS (wi-fi protected set-up) button. What’s that mean?
It means all you have to do to connect a WPS-enabled device or PC (running
Windows 7 or Windows Vista with Service Pack 2) is find your Hub’s network name
using the device or PC you’re trying to connect to broadband – and when you’ve
found and highlighted it and clicked Automatically connect, press the WPS button
on your Hub within two minutes. Some devices may need you to press a button.
To find out more about WPS, go to www.wi-fi.org/wifi-protected-setup
What to do if you have a problem connecting your computer to your Hub
If the computer’s never been connected to the Hub before, see page 4.
Check the Hub lights table and troubleshooting on page 12. If the Broadband light is blue,
broadband to your Hub is okay. If your computer can’t connect, these tips may help.
1
If you haven’t already, press
the Restart button
on your Hub and then try
restarting your computer.
This often gets connections
up and running again.
2
If you’re trying to get to a certain web page, try getting a different web page.
The problem may be with the web site you’re trying to get.
3
If you’re using a firewall, check it isn’t blocking your web browser’s connection to the
internet. Try temporarily turning off your firewall and then restarting your browser. If
you can now get on the internet, there’s a problem with your firewall settings. To fix
this problem, see your firewall’s help information.
If your computer’s connected using an Ethernet cable (yellow ends)
Check that this cable is plugged in correctly by unplugging and plugging back in each end.
Or try plugging the Ethernet cable into one of the other yellow Ethernet sockets on
the back of your Hub.
If you’re using wireless, many things can affect a wireless connection
You could have a problem with interference on your wireless signal, your computer
settings or where your computer and Hub are in your home. These tips may help.
•
Check that your computer’s wireless adapter is turned on. Some laptops have a small
switch – please see your computer manual for help
•
If you’re using a wireless adapter, check it’s correctly installed and connected
• Check your wireless connection software – it should show if your computer’s connected
to your Hub. Try hovering your mouse or cursor over the icons in your computer’s
system tray (usually on the lower right-hand corner of the screen) – one of these may
show if your wireless is connected. Click or right-click on this to launch wireless manager
If you still can’t get a wireless connection…
•
Try moving your computer closer to your Hub
• Move your computer and Hub away from large electrical appliances
• Temporarily turn off other wireless devices in your home, such as wireless TV/video
senders, security cameras and baby monitors
Note: if your computer has an Ethernet port, try plugging in the Ethernet cable.
This may help you to get online. For more help with fixing connection problems,
go to www.bt.com/start
If you still have problems connecting, see page 12.