Bt Home hub 4 User manual

Information and

troubleshooting guide

BT Home Hub 4

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Contents Set-up summary

Set-up summary 2-3

My BT – all your extras in one place 4-5

More about set-up and speed 6

More about wireless 6

Troubleshooting 8-11

Support 12

Plug things in

Unplug any existing broadband kit, then:

1. Connect your new Hub directly to your master phone socket

using the broadband cable (light grey ends) and ﬁlter

2. Slide the two parts of the power supply together, connect

power cable and switch on at the socket

3. Press the Power button on the back of the Hub to turn it on.

4. Wait a couple of minutes. Coloured lights will ﬂash while

the Hub tests itself and your broadband. A steady blue light

means your broadband’s ready to use. If the light doesn’t turn

blue, carry on to step 2 and the Hub will help you ﬁx things.

to Hub

Broadband cable (grey ends)

If you’ve got a double socket like one of these, you don’t

need to use a ﬁlter.

Broadband cable (grey ends)

Broadband

DSL 11 2 3 4

Broadband

WAN USB Reset Power Power

On|Off

Gig Ethernet

Power

socket

Power

button

Broadband

DSL socket

BT master

socket

You’ll need a broadband

ﬁlter on every phone

socket you use in your

home, including any Sky

box or similar connection.

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See page 4 for more on My BT and your extras.

Connect to wireless

1. You need to use your new wireless details to connect to

your Hub wirelessly.

2. Or if your device supports WPS, press WPS to connect

automatically.

For help setting up wireless on mobile devices, see page 6.

Broadband

DSL 11 2 3 4

Broadband

WAN USB Reset Power Power

On|Of f

Gig Ethernet

WPS

Your wireless network/

SSID and password/key

are here

Set up your devices using Smart Setup

Smart Setup will help you get your broadband and extra services

up and running on all your devices. To use it, just open your

device’s web browser. It only takes a few minutes and will make

sure that all of your devices are set up properly.

When you’ve ﬁnished, log in to My BT using your BT ID and

password. If you don’t have one, you can get one at bt.com/mybt.

You’ll need your BT account number from your latest bill.

If you don’t see Smart Setup, go to bt.com/mybt.

You’ll need to follow steps 2 and 3 on each device you want

to connect to your Hub.

2 3

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My BT – all your extras in one place

With My BT, you can manage your bills, payments,

products and extras online. So everything’s in one place.

Go to bt.com/mybt to:

✔ see and manage all your inclusive extras

✔ look at, download and print your last 15 bills

✔ check how many calls you’ve made

✔ upgrade your calls, broadband and TV packages

✔ get help with all your BT services.

Get your inclusive extras at My BT

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Download all your broadband extras from bt.com/mybt

BT Sport

As a BT Broadband customer, you can get BT Sport,

including exclusively live Barclays Premier League

football matches, all the live Aviva Premiership

Rugby, WTA tennis, MotoGP™ and much more.

BT Wi-ﬁ

Don’t lose your wi-ﬁ connection when you leave your

home. Set up BT Wi-ﬁ on your mobile or tablet for

free to get online at millions of wi-ﬁ hotspots across

the UK and abroad. To get started, download the

BT Wi-ﬁ app, available for Apple, Android, Windows

and BlackBerry devices or go to bt.com/getwiﬁ.

BT Cloud

With BT Cloud you get secure access to your stuff

online – whenever and wherever you want, using

your computer, tablet or smartphone. All you need

is an internet connection.

BT email

You can access your BT email account from anywhere,

at any time. To sign in, go to bt.com/email.

Online security

We want to make your time online as safe as we can

– for you and your family. That’s why we include BT

Parental Controls free with all our broadband packages.

And to help protect your computers against viruses,

spyware, phishing scams and other internet threats,

there’s BT NetProtect Plus. It’s included with some

BT Broadband packages or you can buy it for a small

monthly fee.

BT SmartTalk

If you’ve got a BT calling plan, you can add it to your

smartphone using the BT SmartTalk app. With BT

SmartTalk you can call 0845, 0870 and 0800 numbers

at landline rates from your mobile, call from abroad

at the same rate as you do from your home phone

and save your mobile credit by using your landline

allowance on your mobile.

BT Broadband Desktop Help

A free tool that helps you sort out most common

broadband connection and email problems (PCs only).

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More about set-up and speed

The ﬁrst three days after set-up

After you’ve installed your Hub, it can take about three days

to establish the fastest, most reliable broadband possible on

your line. During this time, your Hub might restart and your

broadband might be interrupted. This is normal. Leave your

Hub connected and turned on and it should soon settle down.

Leaving your Hub connected and turned on also makes sure

you get software updates.

Getting up to speed

Go to bt.com/improve-speed to make sure you’re getting

the best speed possible. To get the best speed out of your

BT Broadband, use a wired connection. If you’re connecting

wirelessly, the 5GHz signal will usually give you the best speed.

Get the best wireless performance at home

The shorter the distance and the fewer ﬂoors and walls between

your wireless device and Hub, the better your connection. Large

furniture and electrical appliances can also affect wi-ﬁ signals.

If you’ve got problems connecting with wireless, move your Hub

and devices closer together. For more help and advice, go to

bt.com/help/wireless.

You’ve got smart dual-band wireless

The BT Home Hub 4 uses Smart Wireless to connect to the best

signal on either the 2.4GHz or 5GHz band, depending on what

your device supports and where you are. To ﬁnd out more, go to

bt.com/help/dualband.

Use a dual-band wireless dongle (optional)

Most new computers come with 5GHz wireless, but if you want

a high-performance 5GHz signal on an older computer, you can

buy a dual-band wireless dongle at bt.com/dongle.

Ordered a dual-band wireless dongle?

You’ll ﬁnd your set-up instructions

at bt.com/help/dongle.

More about wireless

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Example Hub name:

Example wireless

password/key:

Turning off Smart Setup

If you don’t want Smart Setup to help you with your features when you connect a device, follow the steps at bt.com/help/smartswitchoff

How to set up wireless on common devices For other devices, see bt.com/wireless-setup

Apple iOS Android Windows 7 Windows 8

(Start screen)

Mac OS X

1. Go to Settings n/a n/a

2. Click Wi-ﬁ

3. Make sure wi-ﬁ is on n/a

4. Find your Hub’s name in

the list of available wireless

networks and click on it

5. Enter your Wireless

Password/key and click

join, connect or similar

Note: your Hub has two wireless frequencies (2.4GHz and 5GHz). Most devices that can use 5GHz will automatically connect to that

frequency, but some struggle because the network name (SSID) is the same for both by default. To ﬁnd out how to ﬁx this if you’re

having problems, go to bt.com/help/ssid

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If your connection is down or you think your Hub is faulty, try these three steps before calling us:

1. Check power and all cables and make sure ﬁlters are ﬁtted, then switch your computer and devices off and then on.

2. While they’re restarting, press and hold your Hub’s Restart button until your Hub light goes orange.

3. While your Hub reboots, its light will go green, blue, orange – then stay blue when ready. If it’s red, see below.

Make sure you’re next to your Hub with a PC or device if you call.

BT Home Hub connection troubleshooting

Hub light status What’s happening

What to do

Power light is green or ﬂashing green Your Hub is starting up

Wait a couple of minutes for your Hub to start. The light will stay blue for more than 20 seconds when it’s ready

Power light is blue Your Hub is working ﬁne

If you can’t get online, please check your device or computer settings with the manufacturer

Power light is off Power is off or there’s a problem with your power supply

Check that the power switch on the back of your Hub is on, the power cable’s plugged in correctly at the mains and that power is on.

If there’s still no light, call us on 0800 111 4567. We’re usually less busy between 10am and 6pm

Power light is orange This shows that there’s a problem somewhere

Log into your Hub Manager at bthomehub.home and check if the internet’s status is ‘Disconnected’ – if it is, click ‘Connect’. If the

light’s still orange and no other lights are on, call us on 0800 111 4567. We’re usually less busy between 10am and 6pm.

Power light is red This shows that there’s a problem somewhere

Press the Restart button and release it when the Power light turns orange

Your Hub will restart and the Power light will glow steady blue. If it’s still red, reset your Hub using a paper clip to press the recessed

Reset button on the back of your Hub for a few seconds

If this doesn’t ﬁx it, call us on 0800 111 4567. We’re usually less busy between 10am and 6pm. Make sure you’re next to your Hub

with a PC or device if you call

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Think you have a faulty Hub?

Nearly all the Hubs we get back as faulty are actually ﬁne. So if you think yours

isn’t working properly, run through the three steps on the left and check the light

table below.

If you return your Hub and it turns out to be working ﬁne, you might need to pay

for a replacement – so send it back only if you’re sure it’s faulty.