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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
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
3732 Hub 4-A ADSL Guide BB 5 [2].indd 8 06/06/2017 08:54
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