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Got a question?
For common questions about connecting, go to bt.com/help.
If your broadband isn’t working your Hub will automatically open a help page with
some useful checks to try.
If you’ve completed all these checks and need to call, please make sure you’re next to
your Hub and a PC or device.
Hub light status What’s happening
What to do
Broadband light is orange You’re connected to broadband but your account might not be
switched on yet
Wait until after midnight on the day we switch on your broadband. If you’ve still got an orange light the next day, call us on
0800 111 4567. We’re usually less busy between 10am and 6pm
Broadband light is red You’ve tried to log in with the wrong username and password
The BT Home Hub is suitable only for BT Broadband. It is not suitable for any other broadband providers or BT Business Broadband lines.
Reset your Hub’s password to its factory setting (shown on the card that came with your Hub) by using a paper clip to press the recessed
Reset button on the back of your Hub for a few seconds
Broadband light is flashing red There’s a problem with your broadband line
Check that all the cables are plugged in correctly and that it’s after midnight on the day we switch on your broadband. If cables are
okay and you’ve still got a red light the next day, call us on 0800 111 4567. We’re usually less busy between 10am and 6pm
Wireless light is orange You’ve switched off wireless security for one or both wireless channels
Turn on your security – in the wireless tab in your Hub Manager at bthomehub.home
Wireless light is flashing orange Your Hub is in WPS automatic connection mode
Click the button to connect (on your computer or adapter) without entering a pass key. The Hub will return to normal mode
after a few minutes
3732 Hub 4-A ADSL Guide BB 5 [2].indd 11 06/06/2017 08:54
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