Wait a couple of minutes for your Hub to start. No light means that it's connected successfully Give it a couple of minutes and try again. If it's flashing red, you didn't connect. ![]() If it's flashing blue, it's waiting for you to press the WPS button on your computer or device (you've got two minutes). Make sure you're next to your Hub with a computer or device when you call us We're usually less busy between 12 and 6.30pm. If the light doesn't turn blue, use a paper clip to press your Hub's Factory Reset button. Using the Power button, turn your Hub off and then on again. If you've still got problems, try or get in touch > The easiest way to do this is to by using the My BT app or by checking our service status pages > Get help setting up your Smart Hub >Ĭheck for any service problems in your area. Just plug your Smart Hub into your master phone socket. If you try to use them together, your broadband won't work. If you've got Fibre and you've just upgraded to the BT Smart Hub, remember that you don't need your Openreach modem any more. Has your broadband been activated? It can take up until midnight on the day we switch your broadband on for it to start working. The Hub is working but isn't connected to the internetĬheck the broadband cable (black with grey ends) is plugged in correctly and you're using a filter if needed. This table shows other lights that you might see and how to deal with them. if you've still got a problem then get some help from the manufacturer or supplier If you can't get online there might be a problem with your computer, tablet or mobile device. Open a web browser and follow the on-screen help wizard to get connected The Hub is working but isn't connected to the internet - this takes about two minutesĬonnect a device to your Hub using a cable or wi-fi. The light will turn steady blue when your Hub is ready The Hub is connecting to broadband - this takes about 30 seconds The Hub is starting up - this takes about one and a half minutes We're usually less busy between 12 and 6.30pm If there's still no light, call us on 08. If you haven't turned the lights off, check that the power button is on, the power supply is plugged in correctly at the mains and the power is turned on. The power is off or you've turned the lights off If you see these colours when you’re not starting up your hub, follow the instructions to try to resolve the problem. This table shows how long each stage of the start-up process should last. Please wait for the hub to sync - this usually takes about four minutes. When you first plug in your hub, the lights will appear in this order. If it's flashing red, it didn't connect - give it a couple of minutes and try again. This may be because your broadband connection isn't set up yet, or because there's an issue with your broadband. Your Hub is connected to the EE mobile network via Hybrid Connect If this doesn't fix your issue, please contact us. If the light still doesn't turn blue, use a paper clip to press your Hub's factory reset button. ![]() Using the Power button, turn your Hub off and on again. Open a new web browser window and follow the on-screen help wizard to get connected. ![]() Your Hub is working but isn't connected to the internetĬonnect a device to your Hub. And if you're using a filter, check that's plugged in correctly too. Then check the other end of the Ethernet cable is plugged into either the red WAN port or yellow Ethernet Port 4 if you don’t have one - you'll hear a click.įinally, make sure your hub is configured in Full Fibre mode.Įnsure the broadband cable (grey ends) is plugged in correctly. Your Hub is working but the broadband cable isn't connectedĬheck the Ethernet cable (red ends) is plugged into the modem's PORT correctly. The light will turn blue when your Hub is ready. Give it at least three minutes to connect. If it stays green, turn your Hub off and on again. Wait for at least three minutes for it to turn blue. If this doesn't fix your issue, contact us. Make sure your Openreach modem is connected to the mains and all the lights are on.Ĭheck that the Hub is plugged in, switched on and that its lights haven't been turned off in the Hub Manager. The power is off or the lights have been turned off using the Hub Manager If you can't get online, it might be your device. Your Hub is connected to your broadband ok If you see these colours when you’re not starting up your hub, follow the instructions to resolve the problem. When you first plug in your Hub, please wait for it to sync - this usually takes about four minutes.
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