BT Business Total Broadband User Guide · Getting set up with BT Business Total Broadband is easy. Simply follow the separate Quick Start guide and CD or use this section for more

BT Business Total BroadbandUser Guide

Follow Quick Start guide first

1

Contents

To install your BT Business Hub, please follow your handy Quick Start guide.

This User Guide booklet contains more detailed set-up and service information, includingtroubleshooting.

Learn about… 5Your BT Business Hub and BT Business Total Broadband.

Set-up 9Setting up your broadband service and BT Business Hub.

Extra features 21Setting up additional features once you’re online – security, email, content screening, access control, BT Business Broadband Voice,Static IP.

Help 33How to get help, if you need it.

Index 59

We can set it all up for youFor a small charge, a BT Business IT Support engineer can visit and set up yourbroadband, BT Business Broadband Voice, email and security – and give you a briefintroduction to the service.

Call us on 0800 400 400*.

* Please note: calls to 0800 numbers are free from UK landlines. Mobile costs may vary. See www.bt.com/pricing fordetails. All calls made to BT or from BT may be recorded to help us give you a better service.

3

Hold tight! Your fast broadband is here!

Thanks for choosing BT Business Total Broadband.

What’s whatFor simple, quick broadband set-up, we suggest you use our separate Quick Start guide.

Use the guide you’re reading now to find out all about your broadband service, includingmore detailed set-up and how to get support and advice, should you have any problems.

What to do nextPlease wait until your activation day (date advised in your ‘welcome’ letter or email). Pleasenote your service may not be activated until 8pm on your activation day. Please do not tryto set up your service before it is activated. As you move through the set-up, we’ll explainhow the Hub shows if your service is active, or whether you need to wait a little longer.

What else you need to knowYour broadband service will give you the fastest speed your phone line can support, up to8Mb. Line speeds may vary depending on a number of factors, such as line quality, distancefrom the exchange or usage on the network.

Your line needs time to establish its best broadband speed. To make sure you receive thefastest, most reliable service possible on your line, we’ll remotely test it for up to ten daysafter your broadband is activated. This may occasionally interrupt your service and causeyour speed to vary. This is normal, and your speed will settle down after ten days.

If you have any problems, please see Help on page 35.

We hope your new service boosts your business.

Best wishes,

BT Business Total Broadband team

Please note: if you use an online speed checker to test your broadband speed duringthese ten days, it may give you an inaccurate and misleading result.

Learn about...

Learn about...

Learn about... 7

Learn about…

Your complete broadband package includes lots of great features to help you get the mostout of the internet.

Use this section to learn about your service Page

BT Business Hub 7

BT Business Total Broadband 8

BT Business Hub Your BT Business Hub is a broadband router that can connect computers to the internetusing wired or wireless connections. Your Hub can share the broadband service acrossseparate computers and devices (e.g. printers) and BT services such as BT BusinessBroadband Voice, BT Office Anywhere and BT Fusion Mobile.

> More information on BT Business Total Broadband – go to www.bt.com/business> Set-up – see page 11> Extra features – see page 23> Help – see page 35

8 Learn about...

BT Business Total BroadbandYour BT Business Total Broadband service includes lots of great features and services,including email, security, web space and more.

Once you’ve set up your Hub and are online, find out about all the great things BT BusinessTotal Broadband has to offer at www.bt.com/business

> More information on BT Business Total Broadband – go to www.bt.com/business> Set-up – see page 11> Extra features – see page 23> Help – see page 35

Set-up

Set-up

Set-up 11

Set-up

Getting set up with BT Business Total Broadband is easy. Simply follow the separate Quick Start guide and CD or use this section for more detailed set-up information.

Use this section to get set up and online Page

1 When to start 11

2 Check contents 12

3 Unplug existing modem, router or Hub 13

4 Fit ADSL filters 13

5 Plug in Hub 14

6 Check Hub lights 15

7 Connect computer 15

8 Connecting additional computers 20

1 When to start

Please wait until your activation day (date advised in your ‘welcome’ letter or email). Pleasenote your service may not be activated until 8pm on your activation day. Please do not tryto set up your service before it is activated. As you move through the set-up, we’ll explainhow the Hub shows if your service is active, or whether you need to wait a little longer.

If you’re moving an existing broadband connection to BT, your existing connection will stopworking. When this happens, you can start setting up your Hub.

IMPORTANT: you can only set up your broadband on or after your activation date. If itisn't your activation date yet, please wait until then before following the steps below.Your activation date is in your ‘welcome’ letter and email.

12 Set-up

2 Check contents

Open your Hub box and check you’ve everything you need to get started. You may not needto use all the items enclosed to set up your broadband. We’ll explain what you need as yougo through this set-up.

If something you need to use is missing, please call us on 0800 169 8639.

USB cable(blue)

Wireless settingscard

Ethernet cable(yellow)

Broadband cable(grey)

User Guide and CD

ADSL filters (x2)

BT Business Hub wireless settings

Wireless network:Security key (WEP):

BTBusinessHub-110XXXXXXXXXX

Fusion network:Security key (WPA):

BTFusion-XXXXXXXXXXXXXX

You’ll need these details to set up a wireless connection to your BT Business Hub

BT Broadband Voice adapter

P1P2

BT Business Hub(including stand)

Power adapter

BT Business Total Broadband

User Guide

Follow Quick Start guide first

Bringing it all together

BT BusinessTotal Broadband CD

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v2Compatible with the following operating systems:Microsoft® Windows® 98SE, Me, 2000, XP and VistaApple® Mac OS® 10.2.4 to 10.5.x

Important: Windows Vista usersYour CD won’t run automatically. Please follow these steps: 1 insert the CD into your CD drive 2 if asked to install or run a program, close this window 3 go to ‘My Computer’ and double-click on the drive

containing the CD 4 double-click on the file name ‘setup.exe’ 5 follow the on-screen instructions

Set-up 13

3 Unplug existing modem, router or Hub

If this is your first connection to the internet, please go to step 4.

If you already connect to the internet using a modem, router or Hub, it must be unpluggedto avoid problems with your new broadband set-up:

• if your computer is using a built-in modem: unplug the cable running from yourcomputer to the phone socket

• if your computer connects to a separate modem, router or Hub: unplug any cablesrunning from it to your computer, phone socket and mains power

If you already have broadband and ADSL filters attached to your phone lines, you can leavethem in place and re-use them with BT Business Total Broadband.

4 Fit ADSL filters

You need to use ADSL filters to stop your telephone calls interfering with your broadbandservice. Any devices (telephones, faxes, extension bells, digital TV boxes (e.g. Sky®) ormonitored-alarm systems) that plug into your phone line need filters fitted to them.

If you don’t already have filters fitted from a previous broadband connection…

At each phone socket that you’re using:

1 unplug the device from the socket

2 plug an ADSL filter into the socket

3 plug the device you just unplugged intothe ADSL filter's phone socket

> If you already have a BT Business Hub, see page 46> To continue to use your existing broadband modem or router, see page 46> For information on disposing of electrical equipment, see page 57

> For help and examples on fitting filters, see page 46> If you don’t have enough filters, see page 48> If you have an ADSL master socket, see page 48

PhoneADSL

Modem

14 Set-up

5 Plug in Hub

Your Hub needs to be plugged into mains power and one of the ADSL filters that you fittedin step 4.

1 Plug the grey broadband cable into the DSL socket on your Hub and the ADSL modemsocket on one of the ADSL filters.

2 Plug the power cable into your Hub’s power socket and a nearby mains power supply.

If the grey broadband cable isn’t long enough to reach one of your ADSL filters, pleasesee ‘Can I use an extension lead to connect my Hub to my phone socket?’ on page 46.

Please don’t plug in the yellow Ethernet cable or the blue USB cable just yet – we’ll tell you when to connect them, if you need to.

Set-up 15

6 Check Hub lights

Wait for your Hub’s Broadband light to glow green. This will take a few minutes.

7 Connect computer Decide how you’re going to connect your computer to your Hub and choose whether to usethe CD or manual set-up. Using the CD will help you choose and set up your connection.

I’d like to… Page

Connect computer using CD (recommended) 16

Connect computer manually using wireless 16

Connect computer manually using the Ethernet cable 18

Connect computer manually using the USB cable 19

If the Broadband light isn’t glowing green after a few minutes, see page 36.

> If you don’t have a wireless adapter or your computer isn’t wireless-enabled, seepage 50

> If you don’t have an Ethernet port, see page 49

16 Set-up

Connect computer using CD (recommended)Run the CD to help you connect your computer to your Hub and make sure your computer isset up correctly for using BT Business Total Broadband. If you have more than one computer,run the CD on each one to connect it to your Hub.

1 Insert the CD into the computer that you want to connect to your Hub.

2 Wait a few moments for the CD to start, follow the on-screen instructions.

Connect computer manually using wireless 1 If your computer is already connected to your Hub using a USB or an Ethernet cable,

unplug this cable.

2 Place your computer close to the Hub for a good wireless signal.

3 If you haven’t already, install your wireless adapter in your computer using the adaptermanufacturer’s instructions. If you’re using a laptop with built-in wireless, turn wirelesson by either using the wireless switch (if your computer has one) or activating wirelessfrom within your wireless software. Your wireless adapter must be 802.11b or gcompliant.

Your CD is in yourWelcome Pack

Bringing it all together

BT BusinessTotal Broadband CD

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v2Compatible with the following operating systems:Microsoft® Windows® 98SE, Me, 2000, XP and VistaApple® Mac OS® 10.2.4 to 10.5.x

Important: Windows Vista usersYour CD won’t run automatically. Please follow these steps: 1 insert the CD into your CD drive 2 if asked to install or run a program, close this window 3 go to ‘My Computer’ and double-click on the drive

containing the CD 4 double-click on the file name ‘setup.exe’ 5 follow the on-screen instructions

> If CD doesn’t automatically run, see above or page 45> If CD asks you to enter your username and password, see page 45

IMPORTANT: Windows Vista usersYour CD won’t run automatically. Please follow these steps:

1 insert the CD into your CD drive 2 if asked to install or run a program, close this window3 go to My Computer and double-click on the drive containing the CD 4 double-click on the file name setup.exe5 follow the on-screen instructions

Set-up 17

If you don’t have a wireless adapter or your computer isn’t wireless-enabled,see page 50.

4 Find your Hub’s preset wireless network name/SSID and security key (WEP). These areprinted on your wireless settings card (found in your Hub’s box) and also on the bottomof your Hub.

5 Follow the instructions for your computer’s operating system below or, if your wirelessadapter has its own software, use this to set up your wireless connection – its helpfunction may be useful if you aren’t sure how to do this.

Windows XP and Vista

1 Go to Start, click Connect To.

XP: click Wireless Network Connection.Vista: click Connect to network.

2 Highlight your Hub’s network name(checking that the last four digits matchyour Hub’s details, e.g. BTBusinessHub-110) and click Connect.

3 Type your Hub’s wireless key into the:

XP: Network Key box Vista: Security key or passphrase box

4 Click Connect and wait a few momentswhile your computer connects to your Hub.

Mac OS X

1 Click the AirPort status icon in the menubar.

2 Highlight your Hub’s network name(checking the last four digits match yourHub’s details e.g. BTBusinessHub-110).

3 Mac OS X 10.4 and earlier only: in theWireless Security box, select WEP.

If the WEP 40/128-bit hex option doesn’tappear on your version of Mac OS X, selectWEP Password and type a $ character inthe Password box followed by the 10-character security key.

4 Type your Hub’s wireless key into thePassword box.

5 Click OK and wait a few moments whileyour computer connects to your Hub.

18 Set-up

> If your computer is showing the message ‘Windows cannot configure this wirelessconnection’, see page 52.

6 Open your web browser – you should be on the internet. If you can’t connect to theinternet, please restart your computer and try these steps again.

> If you still can’t connect, please check that your computer’s IP settings are correct(see page 53) or run the CD

> If a dial-up window appears, see page 53

7 Congratulations – you’re now connected to BT Business Total Broadband using your BTBusiness Hub. To continue set-up and explore your broadband service’s great features,including security, email, content screening, access control, BT Business Broadband Voiceand more, go to www.bt.com/business/activate

Connect computer manually using the Ethernet cable 1 Check that your computer has a spare Ethernet port. This is a small socket on the back or

side of your computer and is usually marked ‘LAN’, ‘Ethernet’, or . If you aren’tsure, check your computer documentation.

2 Plug one end of the yellow Ethernet cable into one of your Hub’s Ethernet sockets.

3 Plug the other end of the Ethernet cable into your computer’s Ethernet socket.

4 Open your web browser – you should be on the internet. If you can’t connect to theinternet, please restart your computer and try these steps again.

To connect additional computers, go to step 8 on page 20.

If you don’t have an Ethernet port, see page 49.

Set-up 19

5 Congratulations – you’re now connected to BT Business Total Broadband using your BTBusiness Hub. To continue set-up and explore your broadband service’s great features,including security, email, content screening, access control, B T Business Broadband Voiceand more, go to www.bt.com/business/activate

Connect computer manually using the USB cable 1 Check that your computer has a spare USB port. This is a small socket on the back or side

of your computer and is usually marked ‘USB’, or

2 Install USB drivers by running either BTBusinessHub_USB.exe, which is located in yourCD’s utility folder, or downloading them from www.bt.com/business/help/downloads

3 Plug one end of the blue USB cable into your Hub’s USB socket.

4 Plug the other end of the blue USB cable into one of your computer’s USB sockets.

5 Wait a few moments while your computer finds your Hub and sets up the USBconnection.

6 Open your web browser – you should be on the internet. If you can’t connect, check yourHub’s Internet light: if it’s glowing green, try restarting. If it isn’t glowing green, pleasesee page 39.



To connect additional computers, go to step 8 on page 20 .

If you don’t have a spare USB port, see page 49.

20 Set-up

7 Congratulations – you’re now connected to BT Business Total Broadband using your BTBusiness Hub. To continue set-up and explore your broadband service’s great features,including security, email, content screening, access control, BT Business Broadband Voiceand more, go to www.bt.com/business/activate

8 Connecting additional computers

To connect additional computers, simply choose the way you'd like to connect from the listbelow and then follow the steps on the relevant page.

Connecting additional computers using the CDFollow the steps on page 16.

Connecting additional computers manually using wirelessFollow the steps on page 16.

Connecting additional computers manually using the Ethernet cableFollow the steps on page 18.

Connecting additional computers manually using the USB cableThis isn’t possible, as there’s only one USB port on your Hub. Please connect anyadditional computers using your CD, wireless or Ethernet cable (see above).



To connect additional computers, see step 8 below .

Extra features

Extra features

Extra features 23

Extra features

BT Business Total Broadband includes additional features that you can set up once you’re online.

Use this section to learn about additional features Page

Security 24Your wireless network 24Increasing security levels 24Firewall 25

Networking 26

Domain names 26

Content screening and access control 27

Email 28

BT Business Broadband Voice 29

Static IP 31

BT Openzone wireless internet access 32

IMPORTANT: you may be asked to enter your admin password when changing orsaving settings in your Hub Manager. The default admin password for your HubManager is your Hub’s serial number – you can find this on the bottom of your Hub.You can change this default password using Hub Manager (see page 54).

24 Extra features

Security

Your wireless networkYour BT Business Hub is already set up with the following:

• a unique network name (SSID, or Security Set Identifier)

• a network encryption key (WEP, or Wired Equivalent Privacy) for added security

• wireless security (WEP 64-bit)

You can increase the level of security for your wireless network in anumber of ways1 Select the best type of security that’s supported by all your wireless devices. Some older

wireless adapters and laptops are only compatible with WEP and don’t support WPA,while many newer devices can support WPA/WPA2.

As WPA is more secure, we recommend that you upgrade your security method to WPA(or, better still, WPA2) if your wireless devices support it.

Wireless access cards and USB wireless adapters can be used to support WPA/WPA2 onolder devices.

2 Choose your own wireless security key/wireless network passphrase. The preset wirelesssecurity key is printed on the label on the bottom of your Hub. We strongly recommendthat you change this to a passphrase of your choosing.

Please note the following points about your new passphrase, which will help to make itmore secure:

• it should include a mix of letters (upper and lower case), numbers and punctuation

• it should be unique

• it should not be easy for someone else to guess

• it should not be your company name, location etc.

3 Set up MAC (Media Access Control) address filtering. Every wireless and network devicehas a unique identifier, called a MAC address. Your BT Business Hub uses the MAC toreport on the devices that are connected to it. By setting up MAC address filtering, youcan choose which devices you’d like to connect to your Hub and also block any devicesthat you don’t wish to allow access.

4 Change the preset network name or SSID for your BT Business Hub. This helps to hideyour network from unauthorised users and potential hackers who may be scanning forwireless networks.

IMPORTANT: please make sure you have the strongest protection for your wirelessnetwork. We strongly recommend that you upgrade your wireless security to WPA(Wi-Fi Protected Access), which is more secure, using a new passphrase.

Extra features 25

When choosing a new SSID, we recommend that you avoid anything that could identifythe wireless network with your company, e.g. your company name, location etc.

5 Disable the broadcast of your wireless network name/SSID. Wireless network devicesautomatically broadcast certain information, including the network name/SSID. Thismakes it easy for unauthorised users to connect to your network.

You can disable the broadcast of your network name/SSID, which will help to hide yournetwork from casual browsing. Any device wishing to connect to your network must thentype in the correct network name.

To configure your wireless settings:

1 open your web browser, type http://home (for your Hub Manager) in the address bar andpress Enter or your return key, or double-click the Hub Manager icon on your desktop

2 click on the Wireless icon – the Wireless Configuration screen will appear

When you’ve made your changes, click Save before you close the window. You may be askedto enter your password – if you haven't changed it, the default password is the same as theserial number on the bottom of your Hub. Please note: any custom encryption key entered isshown as ••••••••••.

If you change your Hub’s wireless securi ty settings or network name/SSID, all your wirelessdevices will lose their connection to your Hub. You’ll need to reset each device to match thenew wireless settings.

FirewallYour BT Business Hub’s Firewall Monitor continuously assesses any threats to your network,while automatically keeping itself up to date with software updates.

To configure your firewall settings:

1 open your web browser, type http://home (for your Hub Manager) in the address bar andpress Enter or your return key

2 click on the Firewall icon to open the summary

3 edit your Firewall settings

When you've edited your settings, click Save before you close the window. You may beasked to enter your password – if you haven't changed it, the default password is the sameas the serial number on the bottom of your Hub.

26 Extra features

Networking

You can set up your office network using Ethernet, USB and wireless to connect every devicein your office.

To connect additional computers to your network, see page 20.

You can use your Hub to:

• share a single internet connection between a number of computers

• share files, printers and peripherals

• surf the internet from anywhere in your office

To see a summary of your network:

1 open your web browser, type http://home (for your Hub Manager) into the address barand press Enter or your return key

2 click on the Local Network link (it’s below the Top Networking Features section)

Domain names

If you have a domain name with a non-BT provider, we recommend that you transfer it to BTBusiness so you’ll have a single source of contact for technical issues.

If you’d prefer not to transfer your domain name but you wish to use it to send and receiveemail across BT’s mail servers, you’ll need to contact us to tell us your domain name(s).Please see page 58 for our contact details.

We’ll then confirm that you own the domain name. This only takes a minute or two and isrequired to help us ensure the security of our mail servers.

If you don’t have a domain name, or wish to add additional domains, you can order them ifyou have the Internet Business Pack (IBP). Go to Your account atwww.bt.com/business/login. (Please note: IBP includes one ‘.co.uk’ or ‘.org.uk’ domainname free of charge. Charges apply for extra domain names.)

To find out more about ordering, using or transferring a domain name, please go to ‘Help &support’ at www.bt.com/business/help/broadband

To find out more about configuring your office network, download our technical guideat www.bt.com/business/help/networkguide

Extra features 27

Content screening and internet access control

You can set up your BT Business Hub to block or allow categories and control access tospecific web addresses or internet-based applications such as chat rooms, instant messagingand online gaming.

To set up content screening:

1 open your web browser, type http://home (for your Hub Manager) in the address bar andpress Enter or your return key

2 click on the Content Screening icon in the Quick Service Links section

3 customise the Content Screening groups as required

4 click Save before you close the window. You may be asked to enter your password – ifyou haven’t changed it, the default password is the same as the serial number on thebottom of your Hub

To set up internet access control:

1 open your web browser and type http://home (for your Hub Manager) in the address barand press Enter or your return key

2 click on the Access Control link in the Quick Service Links section

3 click the Time Schedule link and customise the Time Schedule for each device as required

4 click Save before you close the window. You may be asked to enter your password – ifyou haven’t changed it, the default password is the same as the serial number on thebottom of your Hub

28 Extra features

IMPORTANT: before setting up your email account, you’ll need your BT Connect emailaddress and BT Connect email password (sent to you in our ‘welcome’ emails and letters).

Adding an email accountTo add an email account:

1 open Outlook Express. You can access Outlook Express from the Start menu underPrograms

2 in the Outlook Express menu, click Tools then Accounts and select Add

3 select the Mail menu

4 type in the name you wish to appear on your outgoing email and click Next

5 type in your BT Connect email address (sent to you in our ‘welcome’ emails and letters)or, if you’re using email with a registered domain name*, enter that email address hereand click Next to continue

6 make sure that the incoming mail server name is set to pop3.btconnect.com and theoutgoing mail server name is set to mail.btconnect.com. (If you’re using a third party mailprovider, you’ll need to enter the name of the incoming mail (POP3) server for that mailprovider; the outgoing mail (SMTP) server will remain mail.btconnect.com), then clickNext to continue

7 type in your BT Business Total Broadband network login username and network loginpassword (sent to you in our ‘welcome’ emails and letters. If you’re setting up OutlookExpress to send and receive mail using an alternative email provider, enter the usernameand password sent to you by that provider) and click Next

8 click Finish to complete set-up

9 your new account is displayed in the Internet Accounts window. Click Close to exit thewindow

* If you’re sending and receiving email using a domain name with a non-BT email provider, you’ll need to contact us totell us about the domain name. Please see page 58 for our contact details.

Email

New users

Outlook Express was installed automaticallyon your computer (as part of InternetExplorer 6) when you ran the CD at set-up.

When you first access Outlook Express, theInternet Connection Wizard will guide youthrough set-up.

Existing users

If you’ve already used Outlook Express overthe BT Business servers, your settings won’tneed changing.

Please continue using Outlook Express asusual.

Extra features 29

Changing your email settingsIf you send and receive email using a non-BT service provider and you wish to use your BTBusiness Total Broadband connection to continue to do so, you’ll need to:

• change your Outlook Express settings for these accounts

• contact us to tell us about your non-BT domain names – please see page 58 for ourcontact details

To change your email settings:

1 open Outlook Express. You can access Outlook Express from the Start menu under Programs

2 in the Outlook Express menu, click Tools then Accounts and select Mail

3 select the account you wish to modify, and click Properties

4 click the Servers tab

5 in the Outgoing mail (SMTP) field, change the setting to mail.btconnect.com (the accountname and password settings remain unchanged)

6 click OK then Close to exit the window

7 repeat these steps to change each email account as needed

For help to set up new email accounts, see ‘Adding an email account’ on page 28.

If you have a non-BT service providerIf you send and receive email using a non-BT service provider and you wish to use your BTBusiness Total Broadband connection to continue to do so, you’ll need to:

• change your Outlook Express settings for these accounts – please see above

• contact us to tell us about your non-BT domain names – please see page 58 for ourcontact details

If you wish to add your BT Business Total Broadband email account details or third party mailprovider account details to your Outlook Express settings, please see page 28.

BT Business Broadband Voice

Making and receiving callsThe BT Business Hub allows you to make and receive calls over your broadband connection,using BT Business Broadband Voice. You can have up to two lines set up in this way. All youneed is your Hub and a standard phone.

Your BT Broadband Voice service will be set up automatically when you run your BT BusinessTotal Broadband CD.

Automatic set-upYour BT Business Broadband Voice service will be set up automatically when you run the CDincluded in your Welcome Pack.

30 Extra features

Activating BT Business Broadband Voice without using the CDIf you haven’t activated BT Business Broadband Voice while running the CD, follow thesesimple steps to order or set it up and start making calls.

1 Find the two ‘welcome’ emails that we sent to your preferred or BT Connect emailaddress. These emails contain your BT Business Broadband Voice username andpassword. Simply follow the instructions in these emails.

2 Check the Phone light(s) on the front of the BT Business Hub are solid green onceactivation is complete. If you only have one BT Business Broadband Voice account, only'Phone 1' will glow green. The lights flash when you lift your BT Business BroadbandVoice handset.

Using BT Business Broadband Voice

Lift the handset on a phone that is plugged into your BT Business Hub and you’ll hear theBT Business Broadband Voice dial tone, which has a higher pitch than the standard dialtone. You’re now ready to make and receive phone calls and don't have to dial 9 to makean outbound call.

BT Hosted VoIPFor more phone lines and advanced call management, you can upgrade to BT HostedVoIP. To find out more, please go to www.bt.com/bthostedvoip

Call quality and emergency callsCall quality may not match that of a normal landline and may vary depending on internettraffic and customer usage. Access to emergency services is provided, but calls, includingemergency calls to 999 or 112 made via BT Business Broadband Voice, may not work in theevent of power or broadband connection failure. These failures may be caused by reasonsoutside our control. Location information, provided to the emergency services, is limited tothe location details associated with your primary business phone billing address – this maynot be where the call was originated. For these reasons, we strongly recommend aprimary telephone line is maintained for contacting the emergency services.

If you can’t find your username and password by checking your email or Hub Manager (see page 54), please email us at [email protected] or call us on 0800 169 1146(option 4, then option 1).

> For more information, please go to www.bt.com/business/broadbandvoice> To customise your BT Business Broadband Voice features, go to

www.bt.com/business/yourbbv

Extra features 31

Static IPYou may have ordered multiple Static IP with your BT Business Total Broadband service. If not,you can subscribe using Your account at www.bt.com/business/login. Once you’ve installed your BT Business Hub, please follow these steps to set up your multiple Static IP addresses:

1 open your web browser, type http://home (for your Hub Manager) in the address bar and press 'Enter' or your return key

2 click on the Broadband icon then Link Configuration

3 scroll down to the Public IP Address section and select Enable

4 in the Router Address field, enter your Hub address (see ‘router address’ in your first ‘welcome’email and letter); in the Subnet Mask field, enter your subnet mask address as follows: if youhave 5 Static IP addresses enter 255.255.255.248, if you have 13 Static IP addresses enter255.255.255.240

5 click Save before you close the window. You may be asked to enter your password – if you haven'tchanged it, the default password is the same as the serial number on the bottom of your Hub

Once you’ve set up your multiple Static IP addresses, you can use one of the following methods to assign the LAN computers to your public Static IP addresses.

Set the IP Address of the computer via the computer

1 If your Hub’s address is 217.37.237.78 and the subnet mask is 255.255.255.240, manuallychange the computer’s TCP/IP settings from Obtain an IP address automatically to Use thefollowing IP address.

2 Enter the IP Address you wish to set the computer to (e.g. 217.37.237.65) and the Subnetmask to 255.255.255.255.0, the Gateway to 217.37.237.78 and the DNS Server to217.37.237.78.

3 Renew the IP address of the computer as shown below. Your Hub automatically detects theStatic IP and removes the IP address from the public Static IP DHCP pool.

Set your Hub to always provide the same Static IP address

1 Keep the computer in DHCP mode.

2 Open your web browser, type http://home (for your Hub Manager) in the address bar andpress Enter or your return key.

3 Select Settings, then LAN, followed by NAT & Address Allocation.

4 For the required device, select Public (select WAN IP Mapping) for Address Assignment andPublic Fixed: 217.37.237.73 for WAN IP Mapping.

5 Click Save before you close the window. You may be asked to enter your password – if you haven'tchanged it, the default password is the same as the serial number on the bottom of your Hub

Set your Hub to provide any available Static IP address

1 Keep the computer in DHCP mode.

2 Open your web browser, type http://home (for your Hub Manager) in the address bar andpress Enter or your return key.

3 Select Settings, then LAN, followed by NAT & Address Allocation.

32 Extra features

4 For the required device, select Public (select WAN IP Mapping) for Address Assignment andPublic from pool: 217.37.237.72 for WAN IP Mapping.

5 Click Save before you close the window. You may be asked to enter your password – if youhaven't changed it, the default password is the same as the serial number on the bottom ofyour Hub.

IMPORTANT: each time you change these settings, you’ll need to:

1 click Save to save your new settings. You may be asked to enter your password – if youhaven't changed it, the default password is the same as the serial number on the bottom ofyour Hub

2 release and renew the IP address of the computer to allow it to receive the new public StaticIP address

To renew the IP address:

• click the Start button, then select Run

• type cmd in the dialogue box, then click OK

• an MS DOS window will appear – type in ipconfig/release and enter

• you’ll see a number of lines of text and the prompt will appear again – type in ipconfig/renewand click enter

• your public Static IP addresses will be listed

• when you’ve finished, close the MS DOS window

Your Hub’s firewall will continue to protect the computers assigned to the public Static IPaddress. You may have to open specific ports if you plan to host certain applications.

BT Openzone wireless internet accessBT Openzone is a wireless broadband (Wi-Fi) service that you can access in public places(‘hotspots’) such as airports, hotels and motorway service stations. You can get online at BTOpenzone hotspots throughout the UK and Republic of Ireland, and at selected locations abroad.

You can make your Hub available as a BT Openzone hotspot. This allows you to offer secure,separate, publicly accessible wireless broadband for your customers and visitors.

If you need to disable BT Openzone, please follow these simple steps:

1 once you've set up your BT Business Total Broadband service (for set-up, see page 11),access your Hub Manager by typing http://home in the address bar of your web browserand pressing Enter or your return key, or double-clicking the icon on your desktop

2 click on BT Openzone in the Quick Service Links section

3 click Disable. You may be asked to enter your password – if you haven't changed it, thedefault password is the same as the serial number on the bottom of your Hub

4 your Hub will stop broadcasting the BT Openzone SSID immediately. Please note: thestatus may show as ‘pending’ for up to 24 hours while our systems update

To find out more about ‘open Wi-Fi’, go to www.bt.com/business/help/hubopenzone

Help

Help

Help 35

Help

How to get help – if you need it – including with connecting to broadband and generaltroubleshooting.

Use this section to find help with… Page

Connecting to the internet using the BT Business Hub 36

Setting up or using a BT Business Total Broadband feature 42

Setting up or using a non-BT Business Total Broadband feature 43

General troubleshooting 44

36 Help

Help with connecting to the internet using the BT Business HubFor example: you can’t browse the internet or send email, and your internet connection’svery slow.

What to do…1 Try restarting

Switch off power at the mains power socket and unplug the power cable from your Hub.Turn the power back on and plug the cable back into your Hub. Restarting fixes mostconnection problems.

2 Check your Hub lights using the table below

Section Page

Power light is flashing red A 37

No lights B 37

Broadband light is flashing green (rapidly) C 38

Internet light is red (and Broadband light is solid green) D 39

Broadband light is flashing green (slowly) E 40

Internet light is green F 41

If you don’t use a BT Business Hub, please see page 42.

Help 37

A Power light flashing red

We may occasionally update your Hub’s firmware. A firmware update can take up to fiveminutes, and will automatically restart your Hub. We try to do this overnight to minimise theeffects on you. However, if your Hub is switched off when the work is scheduled, theupdates will be carried out as soon as your Hub is switched on again.

During an update, the Power light on your Hub will flash red. Please do not switch off yourHub during this time. The other lights may flash green, which indicates that data is beingtransmitted – this is normal.

When the update is complete, the Power light will flash green, then all the lights will switchoff as your Hub restarts. When your Hub restarts, the Power light will glow steady green.After a few seconds, the other lights will start to come back on and you can continue to useyour Hub.

B No lights 1 Turn off your Hub at the mains power socket and unplug your Hub’s power cable.

2 Check that your Hub’s power cable is correctly inserted into the Power socket on the backof your Hub.

3 Check that the mains power socket is working.

4 Plug your Hub’s power cable back into the mains power socket and turn on.

5 If no Hub lights are on, try resetting the Hub’s default settings. See page 56.

6 Wait a couple of minutes for the Power light to glow green.

If there are still no lights on on your Hub after these steps, please call 0845 600 7020*(please make sure you're at your computer, and that it's switched on, when you call).

IMPORTANT – DO NOT TURN OFF OR RESTART YOUR HUB WHEN THEPOWER LIGHT IS FLASHING RED.

* 24 hours a day, 7 days a week. Calls cost up to 4p per minute. A call set-up fee of up to 7p per call applies to callsfrom business lines. See www.bt.com/pricing

38 Help

C Broadband light is flashing green (rapidly)Your Hub is connecting to broadband. Please wait a while.

If you still can’t use your broadband service after 24 hours, please try the following:

1 make sure it’s your broadband activation date (to check your activation date, please seeyour ‘welcome’ letter or email)

2 restart your Hub by switching off at the mains power socket then switching back on again

3 check that any extension sockets you’re using have an ADSL filter fitted (see page 46)

4 if you’re using an extension lead or extension socket, plug the ADSL filter and Hubdirectly into the main phone socket

5 unplug any other telephone devices (such as telephones and fax machines) in your office,leaving only your Hub and its ADSL filter plugged in

6 if the Broadband light is now a steady green, your Hub is successfully connected tobroadband. Connect your computer to your Hub and open your web browser to checkyou’re connected to the internet

7 if the Broadband light still isn’t steady green, either your office’s wiring or an ADSL filtermay be faulty. Reconnect each ADSL filter and telephone device in turn, checking theBroadband light, to find out if any device is faulty. Also make sure that every device inuse is using an ADSL filter

8 if your Broadband light continues to flash, there may be a fault or interference on yourline. Please call us on 0845 600 7020* (please make sure you're at your computer, andthat it's switched on, when you call)

Please note: after you’ve installed your Hub, it can take up to 24 hours to establish thefastest, most reliable service possible on your line. During this time, your broadbandservice may be interrupted. This is normal. Please leave your Hub connected and itshould settle down after 24 hours.

We’ll also remotely test your line for up to ten days after your broadband is activated.This may occasionally interrupt your service.


Help 39

D Internet light is red (and Broadband light is solid green)Broadband is active, but your Hub can’t connect to it.

1 Restart your Hub by unplugging the power cable and plugging it in again.

2 If, after a couple of minutes, the Internet light is still red, check broadband service statusby calling 0800 169 0199.

3 Wait a couple of minutes until the Internet light glows green and open your web browseron your computer to check you’re connected to the internet.

4 If the Internet light is still red, please call us on 0845 600 7020* (please make sureyou’re at your computer, and that it’s switched on, when you call).


40 Help

There’s no dial tone:

1 try unplugging the filter and pluggingyour phone directly into the phonesocket – if there’s a dial tone, this showsthat there’s a faulty ADSL filter. Tryswapping the filter

2 if you’re using an extension socket orextension lead, plug the ADSL filterdirectly into the main phone socket andlisten again

If there’s now a dial tone at the mainsocket, but not at the extension: theextension lead, wiring or socket is faulty.Please call us on 0800 800 154 or contact aqualified engineer for help. You can tryconnecting your Hub to your main phonesocket. If the Broadband light turns green,your Hub’s now connected to Broadband.Connect your computer to your Hub andopen your web browser.

If there’s no dial tone at the main socket:there’s a problem with your telephone line.Please call us on 0800 800 154.

There is a dial tone:

1 check broadband service status by calling0800 169 0199. If service is okay, andyou’re using an extension lead orextension socket, plug the ADSL filter andHub directly into the main phone socket

2 unplug any other telephone devices(such as telephones, fax machines, digitalTV boxes) in your office, leaving onlyyour Hub and its ADSL filter plugged in

If the Broadband light is now a steadygreen: either your office’s wiring or an ADSLfilter may be faulty. Reconnect each ADSLfilter and telephone device in turn, checkingthe Broadband light, to find out if one isfaulty. Also make sure that every telephonedevice that’s plugged in uses an ADSL filter.If you moved your Hub, try moving it back.When the Broadband light is green, andyour computer is connected to your Hub,open your web browser – you should nowbe on the internet.

If the Broadband light is still off: and todayis your activation day, please wait until after8pm. If you still have no Broadband lightafter 8pm, please call us on 0845 600 7020*(please make sure you’re at your computer,and that it’s switched on, when you call).

E Broadband light is flashing green (slowly)(Light flashes roughly every second.)

1 Make sure it’s after 8pm on your broadband activation day. If not, please wait until afterthis time.

2 If it’s after 8pm on your broadband activation day, check that the grey broadband cableis correctly inserted into your Hub’s DSL socket (grey).

3 Check that the other end of the broadband cable is correctly inserted into the ADSLfilter’s DSL socket, and that the ADSL filter is correctly plugged into your phone socket(see pages 46 and 47).

4 Plug a telephone into the Phone socket on the ADSL filter and listen for a dial tone.

5 Follow the appropriate instructions in this dial tone table.


Help 41

F Internet light is greenYour Hub is connected to broadband, but there may be a problem with your computerand/or its connection to your Hub. Try the following:

1 restart your Hub by unplugging the power cable and plugging back in

2 restart your computer

3 wait for your Hub’s Internet light to turn steady green

4a if you’re using an Ethernet or USB cable

Check that this cable between your Hub and computer is inserted correctly.

4b if you’re using wireless

There are many things that can affect a wireless connection, including settings on yourcomputer, position of your computer and Hub in your office, and interference with thewireless signal. The following tips may help:

• check that your computer’s wireless adapter is fitted and/or turned on. Some laptopcomputers have a small switch – please see your computer manual for help

• check your wireless connection software – it should show if your computer’s connected toyour Hub

• try moving your computer closer to your Hub

• make sure your computer and Hub aren’t close to large electrical appliances

• try changing wireless channels (see page 51)

5 If neither of the above solves this problem, please call us on 0845 600 7020*(please make sure you’re at your computer, and that it’s switched on, when you call)

For help setting up a wireless connection, follow the manual set-up stepson page 16.

If your wireless connection is slow or unreliable, see page 51.

> For more help, follow the manual set-up steps on page 18> If you’re connecting to the internet but it’s very slow or unreliable, see page 48


42 Help

Help with connecting to the internet using other devices (i.e. not the BT Business Hub)If you aren’t using a BT Business Hub, please check your equipment’s documents – theremay be a troubleshooting section. Your router’s lights can often also help you identify a problem.

The following tips may also help:

• make sure all cables are fitted correctly and plugged in securely

• make sure you’ve ADSL filters fitted to all the phone sockets on the broadband line

• try swapping the ADSL filter your router is plugged into with another, in case the filter is faulty

• if you’re using an extension socket, check that it’s working, i.e. plug a phone into thephone socket of the ADSL filter and listen for a dial tone

• if you’re using an extension lead or extension socket, try connecting your router to themain socket. If this works, it may mean you’ve a problem with your extension wiring orextension lead

• if you’re using wireless, try moving your computer closer to the router

• try altering the position of the router aerial (if fitted)

• make sure the computer and router aren’t close to large electrical appliances

• try changing wireless channels (see your router instructions to find out how to do this)

Or, if you have a BT Business Hub available, you could disconnect your existing equipmentand try using your BT Business Hub (see page 46 for set-up).

Setting up or using a BT Business Total Broadband featureFor example: BT email set-up, using BT Business Broadband Voice, connecting to your Hubusing wireless, BT security set-up and more.

What to do…Find out what’s included in your BT Business Total Broadband service and how to set upfeatures such as email, security and web space at www.bt.com/business

If you’ve got a specific question, it may have been asked before. Search our frequently askedquestions online at www.bt.com/business/help/broadband

If you can’t find what you’re looking for, maybe another BT Business Total Broadband usercan answer your question in our online forum – go to www.bt.com/business/help/forums

Help 43

Setting up or using a non-BT Business Total Broadband feature For example: your own broadband equipment (i.e. you aren’t using a BT Business Hub), acomputer, printer, new software package, setting up a new laptop, help with a virus, helpconnecting additional computers to your Hub and more.

Help with general office computing and technologyBT Engineer Install can give you professional IT support and advice across a wide range of computer and IT devices. For help in your office or over the phone, go towww.bt.com/business/help/engineerinstall or call us on 0800 400 400*, respectively.

* Please note: calls to 0800 numbers are free from UK landlines. Mobile costs may vary. See www.bt.com/pricing fordetails. All calls made to BT or from BT may be recorded to help us give you a better service.

44 Help

General troubleshootingIn this section, you’ll find some answers to the more common connection problems. If you’reonline, see www.bt.com/business/help/broadband for lots more help and advice.

Page

My CD won’t run. What should I do? 45Where can I find my email address and password? 45Where can I find my BT Business Broadband Voice username(056 phone number) and password? 45I already have a modem or router. What should I do? 46I already have a BT Business Hub. What should I do? 46Can I use an extension lead to connect my Hub to my phone socket? 46Fitting filters – what do I do? 46I have an ADSL master socket. Do I still need to use filters? 48Can I connect more than one telephone to a filter? 48What do I do if I don’t have enough ADSL filters? 48My broadband connection to my Hub is unreliable. What should I do? 48 How can I set up my Hub manually? 49Why does my broadband speed seem slow? 49I don’t have an Ethernet port. Can I connect to my Hub using a cable? 49I don’t have a spare USB port. Can I still connect to my Hub using a cable? 49What do I need to use wireless? 49How can I tell if my computer has built-in wireless? 50Where can I buy a wireless adapter? 50Where can I get help with my computer’s wireless? 50Is my wireless connection secure? 50Can I increase the security of my wireless connection? 50How can I change my Hub’s security from WEP to WPA? 50The wireless connection to my Hub is slow or unreliable. What can I do? 51How do I change the wireless channel on my Hub? 51My computer is showing a message ‘Windows cannot configure this wirelessconnection’ when I try to set up a wireless connection. What can I do? 52Where can I get some help with general office computing and technology? 52I’m moving office. What should I do? 52I’d like to continue to use my existing router. What do I need to do to connect to BT Business Total Broadband? 52How do I set my computer to obtain an IP address automatically? 53What do I do if a dial-up networking window appears when trying to connect to the internet? 53Is my broadband a contended service? If so, what is the contention ratio? 54Is there anything I can do to improve the speed of my broadband connection? 54How do I access my Hub Manager? 54What is my Hub Manager’s password? 55I am trying to select the subnet 10.x.x.x IP range and have receivedan error in my Hub Manager. What can I do? 55

Help 45

My CD won’t run. What should I do?PC users: wait 30 seconds, then click on My Computer in the Windows Start menu, right clickthe CD icon and then click setup.

Mac OS users: double-click the BT Business Total Broadband desktop icon, then double-clickInstall.app.

If your CD still won’t run, follow the steps on page 16 for connecting your computermanually to your Hub.

Where can I find my email address and password?You selected a BT Connect email address, also known as your BT Business Total Broadbandusername or BT Connect email address, when you ordered the service. It will look similar [email protected]. You also selected a password at the same time.

Your email address and password were sent to you by email or letter. To access your email,type www.btconnect.com/webmail into your web browser. To sign into your email account,you need your email address and your password (see above).

Where can I find my BT Business Broadband Voice username (056 phone number)and password?These details were sent to your preferred email address when you ordered the service. Toaccess your email, type www.btconnect.com/webmail into your web browser. Yourusername is the same as your BT Business Broadband Voice 056 number.

If your Hub’s Phone light is green, you can also find your BT Business Broadband Voicephone number using Hub Manager (see page 54).

To find out your BT Business Broadband Voice password, please go towww.bt.com/broadbandtalk/youraccount and click on the forgotten password link.

> You don’t need your BT Connect email address (i.e. your BT Business TotalBroadband username) or its password to connect to BT Business Total Broadband,but you do need them to access your email. To connect to broadband, you use yournetwork login username

> If you can’t find these details, please call us on 0845 600 7020*

If you can’t find your BT Business Broadband Voice username (your username is thesame as your BT Business Broadband Voice 056 number) and password by checkingyour email or Hub Manager (see page 54), please email us at [email protected] call us on 0800 169 1146 (option 4, then option 1).

IMPORTANT: Windows Vista usersYour CD won’t run automatically. Please follow these steps: 1 insert the CD into your CD drive 2 if asked to install or run a program, close this window3 go to My Computer and double-click on the drive containing the CD 4 double-click on the file name setup.exe5 follow the on-screen instructions


46 Help

I already have a modem or router. What should I do?Turn it off and unplug it from the main power socket. Then follow the leads and unplugthem from your computer and phone socket. If it’s connected to an ADSL filter, unplug itfrom the filter. Follow the Quick Start guide or the set-up instructions on page 11.

If you no longer need old electrical equipment, please dispose of it following your localauthority’s recycling advice. For more information, please contact your local authority or theequipment’s seller.

I already have a BT Business Hub. What should I do?Unplug it from the main power socket, then follow the leads and unplug them from yourcomputer (if not using wireless) and ADSL filter. Follow the Quick Start guide or the set-upinstructions on page 11 to set up your new BT Business Hub and reconnect your computer.

• If using wireless, you’ll need to set up your wireless connections again using the securitydetails for your new Hub. The set-up instructions on page 16 will show you how to do this.

• If you use BT Business Broadband Voice, your existing talk number should beautomatically activated on your Hub shortly after it’s connected to broadband. You’llknow this when the Phone light glows steady green. If it doesn’t glow green within a fewhours, you can activate it yourself. Please go to www.bt.com/business/broadbandvoiceto find out how to do this.

• If you’ve received your new Hub as a replacement for a faulty one, please return thefaulty Hub using the returns envelope sent with the replacement.

Can I use an extension lead to connect my Hub to my phone socket?Yes. We recommend that the extension lead is in good condition and is no longer than tenmetres. Using extension leads can affect broadband performance. To find out about using ADSLfilters with extension leads, please see the following question ‘Fitting filters – what do I do?’.

Fitting filters – what do I do?Follow the example below that most closely matches your office set-up.

1 One socket

Help 47

2 More than one socket

3 One socket – phone near socket. Extension lead/doubler runs to where computer is

4 One socket near computer, extension lead doubler used for phone

5 One socket – extension lead to computer and extension lead to printer/fax

48 Help

I have an ADSL master socket. Do I still need to use filters?No. When you get to Quick Start guide step 3, you’ll simply plugyour broadband cable straight into the ADSL master socket’s DSLsocket.

A broadband (ADSL) master socket looks like this:

Can I connect more than one telephone to a filter? Yes. If you use a socket doubler, you can connect more than one phone to a single ADSLfilter, as shown here.

What do I do if I don’t have enough ADSL filters?You can order ADSL filters at www.shop.bt.com/microfilters and most computer shops orby calling us on 0800 800 152.

You can still install broadband even if all devices don’t yet have an ADSL filter, but you mustunplug any device without an ADSL filter from its phone socket. You can reconnect thedevice once you’ve an ADSL filter for it.

My broadband connection to my Hub is unreliable. What should I do?If it’s less than ten days since you first connected your Hub to broadband, please wait a littlelonger. Your line needs time to establish its best broadband speed. To make sure you receivethe fastest, most reliable service possible on your line, we’ll remotely test it for up to tendays after your broadband is activated. This may occasionally interrupt your service andcause your speed to vary. This is normal, and your speed will settle down after ten days.

Tips• You can connect a phone and Hub to the same ADSL filter.

• You can connect two phones to the same ADSL filter if you use a socket doubler.

• An ADSL filter should be at one or the other end of an extension lead only, not both.

• If you’re using an extension lead for your Hub, the ADSL filter must be fitted at thesame end as the Hub.

• If you’ve a socket, but there’s nothing plugged into it, you don’t need an ADSL filter.

Please note: if you use an online speed checker to test your broadband speed duringthese ten days, it may give you an inaccurate and misleading result.

Help 49

If it’s after ten days, please try the following:

1 restart your Hub by unplugging it at the main power socket

2 check that any extension sockets you’re using have an ADSL filter fitted (see page 46)

3 if you’re using an extension lead or extension socket, plug the ADSL filter and Hubdirectly into the main phone socket

4 unplug any other telephone devices (such as telephones, fax machines, printers etc.) inyour office, leaving only your Hub and its ADSL filter. This may identify if an unfiltereddevice or faulty filter is interfering with your broadband line

How can I set up my Hub manually?Follow these steps:

1 open a web browser and type in http://home to access your Hub Manager or, if thatdoesn’t work, type in 192.168.1.254

2 click the Settings tab, then click on Broadband

3 type in your network login username and password, then click Save. You may be asked toenter your password – if you haven’t changed it, the default password is the same as theserial number on the bottom of your Hub.

Why does my broadband speed seem slow? The maximum speed your line can support depends on a number of factors, primarily howfar you live from your exchange. You can find out more and check the maximum downloadspeed you can expect at www.bt.com/broadband/speedtest

To find out more about what can affect your broadband speed, go towww.bt.com/help/broadbandspeed

Please note: if you use an online speed checker to test your broadband speed within ten days ofjoining BT Business Total Broadband, it may give you an inaccurate and misleading result.

I don’t have an Ethernet port. Can I connect to my Hub using a cable?Your BT Business Hub accepts Ethernet or USB (‘wired connections’) or wireless connections.If your computer doesn’t have an Ethernet port, try connecting using USB (see page 19).Contact your computer supplier or high street computer shop, or, if online, you can reviewthe range of adapters available at www.bt.com/shop

I don’t have a spare USB port. Can I still connect to the Hub using a cable?If all the USB ports on your computer are being used, you can increase the number of portsby using a USB hub. You can buy a USB hub at a computer shop or www.bt.com/shop

What do I need to use wireless?Your computer needs to be using a wireless adapter or have built-in wireless. The wirelessadapter should be 802.11b or g compatible.

If you aren’t sure of your network login username and password, please see your‘welcome’ letters or emails.

50 Help

How can I tell if my computer has built-in wireless?If you’re using a laptop purchased within the last year or two, it’s likely to have wireless builtin. You need to turn on wireless on some laptops using a switch or option in the software.Check the documents supplied with the computer.

Where can I buy a wireless adapter?These are available at www.bt.com/shop and most computer shops. Check your computermanual to make sure the type of adapter you plan to buy is compatible with your computer.The wireless adapter should be 802.11b or g compatible.

Where can I get help with my computer’s wireless?Please see your computer or wireless adapter manual. For help with setting up a wirelessconnection to your Hub, see page 16.

Is my wireless connection secure?Your Hub is set with standard WEP security, which helps prevent others accessing your datatransfers or connecting to your wireless network. You can upgrade this level of security toWPA. Your Hub can also support alternative wireless security options such as WPA2 andnetwork name (SSID) hiding – you can set up these using your Hub Manager ('How can Ichange my Hub's security from WEP to WPA?' below). For more information, please go towww.bt.com/business/help/broadband and type ‘wireless security’ in the search box at thebottom of the web page.

Can I increase the security of my wireless connection?When you first set up your BT Business Hub, it automatically provides a basic level of wirelessprotection. However, we suggest you increase your BT Business Hub’s level of security.

You can do this, at no extra cost, by changing your Hub’s security from WEP (WiredEquivalent Privacy) to WPA (Wi-Fi Protected Access).

To be able to switch to WPA, all the devices that you want to connect to your Hub must support WPA.

To change your Hub’s security from WEP to WPA, please see the next question.

How can I change my Hub’s security from WEP to WPA?Type http://home into the address bar of your web browser and press Enter or your returnkey to access your Hub Manager. Then:

1 click on the Wireless icon – the Wireless Configuration screen will appear

2 under Wireless Security, select WPA-PSK for Authentication Type

3 for added security, you can set a customised encryption key (see bottom of the webbrowser page)

IMPORTANT: some older wireless equipment may not support WPA. We suggest youcontact the manufacturer of your computer and devices to check if they support WPA,and find out if software updates are available to enable them to use WPA.

Help 51

4 click Submit. You may be asked to enter your password – if you haven't changed it, thedefault password is the same as the serial number on the bottom of your Hub

The wireless connection to my Hub is slow or unreliable. What can I do?We recommend that you keep your Hub and computers at least 20 feet away from largeelectrical appliances. Thick walls, metallic surfaces (e.g. mirrors) and other wireless networkscan also cause slow or unreliable connections.

The distance between your computer and Hub can also affect your wireless connection.When setting up a wireless connection for the first time, try to position your computer closeto your Hub, making sure there are no walls or barriers between them. Once a wirelessconnection has been made, you can move your computer farther away.

Your computer or wireless device should indicate the strength of the wireless signal received. Ifyou think your Hub is being affected by interference, try moving it and/or adjusting its position.

You can also sometimes improve your wireless signal by refreshing or changing the wirelesschannel on your Hub.

How do I change the wireless channel on my Hub?1 Access Hub Manager by typing http://home into the address bar of your web browser

and pressing Enter or your return key, or double-clicking the icon on your desktop.

2 Click the Wireless icon.

3 In the Network section, select an alternative Wireless Channel.

4 Click Save. You may be asked to enter your password - if you haven't changed it, thedefault password is the same as the serial number on the bottom of your Hub. Wait oneminute for your device to pick up the new channel.

If you’re still experiencing problems, follow steps 1 to 3 again to choose an alternative wirelesschannel, then click Save.

Please note: any devices already connected wirelessly to your Hub will be disconnected.To reconnect these, you’ll need to use the new key you’ve just chosen and change theirsecurity setting to WPA. Follow the instructions provided with the devices. You’llprobably need to locate the wireless network connection settings, select your Hub fromthe list of devices in range, choose to connect to it and enter your new key when asked.

> Find out more about changing your wireless security atwww.bt.com/business/help/wifisecurity

If you need some help, please go to www.bt.com/broadband/help/hub or call0845 600 7020*.


52 Help

My computer is showing a message ‘Windows cannot configure this wirelessconnection’ when I try to set up a wireless connection. What can I do?Your computer’s pre-installed wireless software is preventing you from using the Windowsstandard wireless software. Find the wireless software on your computer by clicking Startthen All programs and looking through the list. Once you find this software, you can eitheruse it to set up your wireless connection – its help function may be useful if you’re not surehow to do this – or there may be a tick box that allows Windows to control the wireless set-up. Then follow the instructions on page 16.

Where can I get some help with general office computing and technology?BT Engineer Install can give you professional IT support and advice across a wide range ofcomputer and IT devices. For help in your office or over the phone, go towww.bt.com/business/help/engineerinstall or call us on 0800 400 400*, respectively.

I’m moving office. What should I do?Call us on 0800 800 152 giving at least five days’ notice. Broadband service is subject toavailability at your new office.

I’d like to continue to use my existing router. What do I need to do to connect toBT Business Total Broadband?We recommend that you use the BT Business Hub to get the most out of your BT BusinessTotal Broadband service. However, if you’re going to be using another type of modem orrouter, please follow its set-up instructions.

You may need the following information:

Connection, PPP or username [email protected] or [email protected] (You can find the above details in your ‘welcome’ letters or emails)

Password: As supplied in your ‘welcome’ emails

Encapsulation: PPPoA or PPP over ATM

Multiplexing: VC-based or VC Mux

VPI/VCI: 0/38

Once you’ve successfully connected your computer to the internet, you’re ready to continueyour set-up and explore your broadband service’s great features, including security, email,content screening, access control, BT Business Broadband Voice – and more. Please go towww.bt.com/business

* Please note: calls to 0800 numbers are free from UK landlines. Mobile costs may vary. See www.bt.com/pricing fordetails. All calls made to BT or from BT may be recorded to help us give you a better service

Help 53

How do I set my computer to obtain an IP address automatically?

Windows 98SE/Me

1 Go to Start then Settingsand click Control Panel.

2 Double-click the Network icon.

3 Under the Configurationtab, select TCP/IP for thenetwork adapter you useto connect to your Hub.

4 Click Properties.

5 Select Obtain an IPaddress automatically.

6 Click OK twice.

7 Restart your computer.

8 Open your web browser.

Windows 2000/XP/Vista

1 Go to Start and clickControl Panel then:

2000/XP: click NetworkConnections

Vista: click Network andSharing Centre, thenManage networkconnections.

2 Right-click the icon forthe network adapter youuse to connect to yourHub.

3 Click Properties.

4 Select TCP/IP.

5 Click Properties.

6 Select Obtain an IPaddress automatically.

7 Click OK twice.


Mac OS X

1 Go to the Apple menu,open SystemPreferences…, then clickNetwork.

2 Select the adapter youuse to connect to yourrouter.

3 Mac OS X 10.4 and earlieronly: Select TCP/IP.

4 In Configure: select theUsing DHCP option.

5 Click Save/Apply Now andclose the window.


Once you have successfully connected your computer to the internet, you’re ready tocontinue your set-up and explore your broadband service’s great features, includingsecurity, email, content screening, access control, BT Business Broadband Voice – and more.Please go to www.bt.com/business

Windows

1 Go to Start and click Control Panel thenclick Internet Options.

2 Click the Connections tab.

3 Select Never dial a connection.

4 Click LAN Settings.

5 Tick Automatically detect settings.

6 Click OK twice.

Mac OS X

1 Select System Preferences then Networkto show: Network Port Configurations.

2 Drag Internal Modem to the bottom ofthe list, or ‘untick’ it to make it inactive.

Once you have successfully connected your computer to the internet, you’re ready tocontinue your set-up and explore your broadband service’s great features, includingsecurity, email, content screening, access control, BT Business Broadband Voice – and more.Please go to www.bt.com/business

What do I do if a dial-up networking window appears when trying to connect tothe internet?

54 Help

Is my broadband a contended service? If so, what is the contention ratio?Although BT Business Total Broadband is a contended service, it’s no longer contended atthe exchange level by the previous 20:1 and 50:1 ratios. However, this doesn’t mean thatyou’ll receive a one-to-one contention. The contention now happens at the national leveland only at busy periods.

BT plans the whole network to provide good performance and shares its nationalinfrastructure between all users. This works well, as consumer use in the business day is low,which gives a very good performance for business customers. An analogy would be the roadsnear your house. There’s enough capacity to keep traffic moving well at most times andsometimes there’s a bit of a slow-down. If everyone used their car at the same time, therewould not be enough capacity.

Is there anything I can do to improve the speed of my broadband connection?A number of factors at your business premises may affect the speed of your broadbandconnection.

• Sharing a broadband connectionAttaching more than one computer to your broadband connection may slow down yourconnection speed.

• Slow processor speedIf your computer is running at a slow speed (e.g. the first time it connects to the internet,loading new security software and email programs), this may slow down your connectionspeed.

• Multiple activitiesToo many things happening over your broadband line may affect the quality of serviceyou receive. Simply try to reduce the number of things happening at once over yourbroadband line.

• Poor quality extension wiring To improve performance, we recommend that you use Ethernet cables or wirelessconnections (which give faster connection speeds than USB cables) and filters, and thatyou move it away from any heavy-duty electrical equipment.

How do I access my Hub Manager?Open your web browser and type http://home in the address bar and press Enter or your returnkey, or double-click the icon on your desktop. When you submit or save any changes in yourHub Manager, you may be asked to enter your password – if you haven’t changed it, thedefault password is the same as the serial number on the bottom of your Hub.

Help 55

What is my Hub Manager’s password?

For security reasons, your Hub is set with a unique admin password. It is your Hub’s serialnumber. You can find your Hub’s serial number on the bottom of your Hub.

To change your Hub Manager’s password:

1 once you’ve set up your BT Business Total Broadband service (for set-up, see page 11),access your Hub Manager by typing http://home into the address bar of your web browserand pressing Enter or your return key, or double-clicking the icon on your desktop

2 click Settings at the top of the page, then Password

3 you’ll be asked to enter the current password (i.e. your Hub’s serial number)

4 follow the on-screen instructions to set a new password

I am trying to select the subnet 10.x.x.x IP range and have received an error in myHub Manager. What can I do?

Even if BT Openzone is disabled, the subnet 10.x.x.x IP range settings remain. We thereforesuggest you use an alternative IP range or follow the steps below to obtain the subnet10.x.x.x IP range:

1 unplug your DSL cable

2 reset your Hub. To find out how to do this, see page 56

3 access your Hub Manager by typing http://home into the address bar of your webbrowser and pressing Enter or your return key, or double-clicking the icon on yourdesktop

4 click Settings, then LAN and Private Network

5 change your LAN settings to use the subnet 10.x.x.x. IP range

6 plug in your DSL cable

WARNING: resetting your Hub means you also have to reset any changes you’ve made to the Hub software. To see what such changes may include, see page 56.

56 Help

Resetting your Hub

To reset your Hub to its factory defaultsettings, removing all personal settings:

1 use a pin or paperclip to press and holdthe recessed Reset button on the back ofyour Hub for 2-3 seconds until your Hublights go out

2 stop pressing and wait for the Hub’sBroadband light to glow green – this maytake several minutes

Alternatively, you may reset your Hub usingyour Hub Manager.

1 Open your web browser and typehttp://home (for your Hub Manager) inthe address bar and press Enter or yourreturn key

2 Select the Settings tab, then theDiagnostics tab, followed by the Resets link.

3 In the Reset to Factory Default State, clickthe Reset button. You may be asked toenter your password – if you haven'tchanged it, the default password is thesame as the serial number on the bottomof your Hub.

Warning: resetting your Hub means you alsohave to reset any changes you have made tothe Hub software. These changes may include:

• activating BT Business Broadband Voice –if the Hub’s Phone light is off, go towww.bt.com/business/broadbandvoiceand follow the instructions

• resetting any wireless settings you mayhave changed

• resetting your Hub password and any HubManager changes. See page 54

• port forwarding settings

Please note: BT Openzone will be enabledupon resetting your Hub. For moreinformation on BT Openzone, see page 32.

BandwidthAs you know, with BT Business TotalBroadband and your BT Business Hub youcan enjoy adding a number of services toyour office network. Add these to all theonline activities you may also be doing (suchas downloading files) and you’ll end up witha busy broadband line!

Please bear in mind that too many thingshappening at once over your broadband linemay affect the quality of service you receive– this is normal and not a fault with yourservice. In the unlikely event that thishappens to your network, you’ll notice slowdownloads and possible small interruptionsto phone calls. Simply try to reduce thenumber of things happening at once overyour broadband line. Your service can alsobe affected if the internet is busy.

WarrantyWe guarantee that the BT Business Hub willwork to the relevant specification for theminimum period of your agreement* andthat it will be free from faulty design,manufacture or materials. If at any timeduring the minimum period you find thatthe BT Business Hub or other equipment isnot working properly, you may return it tous and we will replace or (at our option)repair it.

We will not be responsible for any defectsarising from fair wear and tear, accidental orwillful damage, misuse or failure to followour instructions. If you return any equipmentas faulty, we may test the equipment – if it isworking, we will send it back to you. If we doso, we may charge you our costs for ourtesting and postage. This does not affectyour legal rights relating to equipment that isfaulty or wrongly described.

Notices

* The minimum period will be either 12 or 18 months depending on the Option you choose when you place your order.

Help 57

Safety and regulatory instructionsPlease read this document before set-up!• Your Hub will get warm once it is

connected to the power supply. Althoughthis is normal, you should make sure thatyour Hub has adequate ventilation toprevent it from overheating. Never blockthe vents on your Hub.

• Don’t expose your Hub to rain, water,moisture or direct sunshine.

• Don’t spill liquid on your Hub.• Keep your Hub away from sources of

heat such as heaters or radiators.• Don’t attempt to disassemble or open up

your Hub yourself. Not only will it makeyour warranty void, it may expose you todangerous voltage or other hazards.

• Before cleaning, disconnect your Hubfrom its power supply. Use a damp clothfor cleaning.

• For better performance, don’t place yourHub on a television or computer monitor.

• In the event of an electrical storm, youmust unplug all of your equipment fromthe electricity supply and phone sockets.

• This product intentionally generates low-level radio frequency signals and as such,there is a very small risk that this productmay interfere with sensitive medicaldevices, for example a heart pacemaker,when in close proximity. If you have anyconcerns, BT recommends that youconsult the medical device manufacturerbefore using this product.

• The plug on the power cable serves as adisconnect device. Make sure that thepower socket you plug the power cableinto is easily accessible and located asclose to the equipment as possible.

Please save energyPlease avoid wasting energy while using yourcomputer or other equipment. You can set upyour computers to go into standby or low-energy usage mode automatically.

Please disconnect your Hub from its powersupply when not in use for an extended period(e.g. a holiday), but remember that when youdo so all connected computers (and any other

devices that use your Hub to connect to yourbroadband line) will lose internet access andBT Business Broadband Voice won’t work.Remember to restore power to your Hubbefore turning your computer(s) on.

Product disposal instructions for residential usersThe Waste of Electrical and ElectronicEquipment (WEEE) Directive (2002/96/EC)has been put in place to recycle productsusing best available recovery and recyclingtechniques to minimise the impact on theenvironment, treat any hazardoussubstances and avoid the increasing landfill.

The symbol shown above and on the productmeans that the product is classed as Electricalor Electronic Equipment and you should notput it into your domestic waste bin. Whenyou have no further use for it, please disposeof the product as per your local authority’srecycling processes. For more information,please contact your local authority or theretailer where the product was purchased.

Declaration of ConformanceDeclaration of Conformance with EuropeanCommunity Directive 1999/EC.

This product is intended for use within the UKfor connection to the public telephonenetwork. This equipment complies with theessential requirements for Radio Equipmentand Telecommunications Terminal EquipmentDirective 1999/5/EC. The Declaration ofConformance can be found at www.bt.com

Terms and conditionsBT Business Total Broadband and BTBusiness Broadband Voice are covered byterms and conditions. To review these, clickon ‘Terms and conditions’ atwww.bt.com/btbroadband

Windows is a registered trademark ofMicrosoft Corporation in the United Statesand other countries.

58


** Calls to 0800 numbers are free from UK landlines. Mobile costs may vary. See www.bt.com/pricing for details. All calls made to BT or from BT may be recorded to help us give you a better service.

Useful information

Memo (write your details here to have them handy, if needed)

BT Business Total Broadband username:

BT Business Total Broadband password:

BT Business Broadband Voice telephone number:

BT Business Broadband Voice password:

Wireless network name (SSID):

Wireless (security) key (WPA WEP):

Security type: WEP 64-bit hexadecimal

Hub Manager password:

(default is your Hub’s serial number – see bottom of your Hub)

Contact uswww.bt.com/business/contact

BT Business Total Broadband helpdesk 0845 600 7020*

BT Business Broadband Voice 0800 169 1146**

59

Index

Admin password 23, 55 ADSL filters 12, 13, 46-47, 48 ADSL master socket 48

Bandwidth 56Block internet access 27Broadband activation 11, 38, 40Broadband cable 12, 14Broadband light 15, 36, 38, 39, 40Broadband speed 3, 48, 49BT Business Broadband Voice 29-30, 45, 46, 56, 58BT Engineer Install 1, 43, 52BT Hosted VoIP 30BT Openzone wireless internet access 32

Connecting additional computers 20, 43Connecting to internet 13, 36, 42, 53, 54Connecting computer to Hub 15-20Contention ratio 54Content Screening 27Control internet access 27

Domain names 26DSL socket 14, 40, 48

Email 28-29, 45Email accounts 28Email address 28, 45Email password 28, 45Email settings 29Encryption key 24, 50Energy saving 57Equipment disposal 57Ethernet 18, 26Ethernet cable 12, 14, 15, 16, 18, 20, 54Ethernet port 15, 18, 49Extension lead 14, 38, 40, 42, 46, 47, 48, 49Extension socket 38, 40, 42, 49Extra features 23-32

Firewall 25, 32Firewall Monitor 25Firewall settings 25Firmware 37

Help 35-55Hub Manager 23, 25, 45, 50, 51, 54, 55, 56, 58

Internet Access Control 27Internet light 19, 36, 39, 41IP address 31-32, 53IP settings 18, 19, 20, 31IT support 1, 43, 52

MAC address filtering 24Make and receive calls over broadband 29, 30Moving broadband to BT 11Moving office 52

Network login password 28, 49Network login username 28, 45, 49Networking 26Networking window 53Password 16, 23, 28, 30, 31, 45, 49, 52, 55, 56, 58Phone light 30, 45, 46, 56Power light 36, 37

Reset Hub to defaults 37, 55, 56Restarting 36

Safety 57Screening and control 27Security 24-25, 42, 50, 51, 58Security key 17, 24, 58Set-up 11-20SSID 17, 24-25Static IP 31-32

Transfer domain name 26Troubleshooting 44-55

USB 19, 26, 41, 49USB cable 12, 14, 15, 16, 19, 20, 41USB drivers 19USB hub 49USB port 19, 20, 49USB socket 19USB wireless adapters 24Useful information 58Username 16, 28, 30, 45, 49, 52, 58

Voice over Internet Protocol (VoIP) 30

Warranty 56WEP 17, 24, 50, 58Wireless 16-18, 32, 41, 49, 50, 51, 52Wireless access cards 24Wireless adapter 15, 16, 17, 24, 41, 49, 50Wireless channel 41, 42, 51Wireless internet access 32Wireless network 24-25Wireless network name 17, 25, 58Wireless network passphrase 24Wireless security 17, 24-25, 50, 51Wireless security key 24Wireless settings 25, 56Wireless settings card 12, 17 WPA 24, 50, 51, 58

Offices worldwideThe services described in this publication are subject to availability and may bemodified from time to time. Services and equipment are provided subject toBritish Telecommunications plc’s respective standard conditions of contract.Nothing in this publication forms any part of any contract.

© British Telecommunications plc 2009Registered office: 81 Newgate Street, London EC1A 7AJRegistered in England No. 1800000

Item Code 037017 v3PHME 56973Designed by Design Directions Ltd.

Documents

BT Business Total Broadband User Guide · Getting set up with BT Business Total Broadband is easy. Simply follow the separate Quick Start guide and CD or use this section for more