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BT Hub connection troubleshooting continued
You’re connected to broadband but your account might not be
switched on yet
Broadband light is orange 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 032 2974. We’re not so busy and can help you much faster if you call between 10am and 6pm
You’ve tried to log in with the wrong username and passwordBroadband light is red The BT Home Hub is suitable only for BT Broadband. It is not suitable for any other broadband provider’s or BT Business Broadband lines.
Reset your Hub’s password by using a paper clip to press the recessed Reset button on the back of your Hub for a few seconds
There’s a problem with your broadband line Broadband light is
flashing red
Check 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 032 2974. We’re not so busy and can help you much faster if you call
between 10am and 6pm
You’ve switched off wireless security for one or both wireless channelsWireless light is red Turn on your security – in the wireless tab in your Hub Manager
Your Hub is in WPS automatic connection mode Wireless light is
flashing orange
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
What to doWhat’s happeningHub light status
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.
If your Hub light isn’t glowing blue, warning lights will
appear in the silver bar at the bottom of your Hub.
Troubleshooting – other things to check
If no lights are showing, or if any of the lights are red, switch it off,
wait 30 seconds then switch back on and wait for it to start up.
If it still shows no lights or at least one red light, call us on
0800 032 2974.
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