Connection troubleshooting 25
Broadband light is red
Broadband is active, but your Hub can’t connect to it.
1 If you’re moving your broadband to BT, make sure it’s after midnight on your
broadband activation day. If it isn’t, please wait until after this.
2 Check if anything, such as network maintenance, is affecting internet performance
by calling broadband service status on 0800 169 0199.
3 If service is okay, restart your Hub by pressing and releasing the Restart button on
the back of the Hub.
4 Wait a couple of minutes until the Broadband light glows blue and open your
computer’s web browser to check you’re connected to the internet.
5 If the Broadband light is still red, try accessing the Hub Manager (see page 16),
selecting Settings, then Internet and click Reset username.
6 If the Broadband light is still red, try resetting the Hub’s default settings – see page 19.
7 If the Broadband light is still red, please call us on the number shown under ‘Need
help?’ in your ‘welcome’ emails and letters (please make sure you’re at your
computer, and that it’s turned on, when you call).
Note: the BT Business Hub will only work with a BT broadband service. If you aren’t
a BT Business Total Broadband customer, a red Broadband light on your Hub could
mean your ‘connection’ username and password aren’t configured correctly in your
Hub Manager. To find out how to access your Hub Manager, see page 16.
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