www.btbroadbandoffice.com

Product Support Guide and Troubleshooting BT Business Hub

Offices worldwide

The services described in this publication are subject to availability and may be modified from time to time. Services and equipment are provided subject to British Telecommunications plc’s respective standard conditions of contract. Nothing in this publication forms any part of any contract.

© British Telecommunications plc 2007 Registered office: 81 Newgate Street, London EC1A 7AJ Registered in England No. 1800000

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www.btbroadbandoffice.com In this guide

Contents

Notice to Users 1 Domain Names 17 • Assistance with Domain Names Warranty 1 Configuring multiple Static IP 18 Safety Information 2 • Product disposal instructions for business users Up to 8Mb broadband - what it is and how it works? 20

Setting up the BT Business Hub 3 Upgrading the BT Business Hub firmware 20 • Connection Types – Ethernet, USB, Wireless • Firewall BT Business Broadband Voice 20 • Networking • VoIP • Connecting computers to the BT Business Hub wirelessly • BT Hosted VoIP • Purchasing wireless adapters • Securing your network BT Fusion 21 • Content Screening and Internet Access Control

BT Office Communicator 21 Managing your BT Business Total Broadband accounts and services 14 • Accessing your accounts and services • Setting up your email account Troubleshooting 21 - Outlook Express • Setup - New users • Online assistance - Adding a new email account • Broadband connection failure - Existing users • Manual setup - Additional email accounts • USB connection failure - Configuring existing settings to work with your BT Business Total Broadband connection • Resolving DNS entries - Users with another Service Provider • Introducing a new help tool available on the BT Business Hub • Moving premises • Resetting the BT Business Hub to factory settings

Glossary 35 Notice to Users Safety Information

Customers are advised to check and ensure that the use of BT Business Total Broadband is permitted The symbol shown here and on the product means that the product is classed by their broadband service provider and that any applicable consents or licenses from landlords or as Electrical or Electronic Equipment and should not be disposed with other household other third parties have been obtained before installing and operating this product. or commercial waste at the end of it’s working life © British Telecommunications plc 2007 Registered office: 81 Newgate Street, London EC1A 7AJ. Registered England No. 1800000. The Waste of Electrical and Electronic Equipment (WEEE) Directive (2002/96/EC) has been put in place to recycle products using best available recovery and recycling techniques to minimise the BT and the ‘connected world’ logo are trademarks of British Telecommunications plc. impact on the environment, treat any hazardous substances and avoid the increasing landfill.

• Use of an alternative power supply may damage the BT Business Hub, and will invalidate Warranty the approval that accompanies it • To prevent fire or shock hazard, do not expose the BT Business Hub to rain or moisture This product may contain recycled material. • To avoid electrical shock, do not open the hub. Refer servicing to qualified personnel only • An electrical storm could damage the hub. To avoid this possibility, we recommend you Guarantee disconnect it from the mains power and telephone line during an electrical storm Your BT Business Hub is guaranteed for a period of 12 months from the date of purchase. Subject to • Never install telephone sockets in wet locations unless the socket is specifically designed the terms listed below, the guarantee will provide for the repair of, or at BT’s or its agent’s discretion, for wet locations the replacement of a BT Business Hub, or any component thereof, which is identified as faulty or • Never touch uninsulated telephone wire or terminals unless the telephone line has been below standard, or fails as a result of inferior workmanship or materials. Products over 28 days old disconnected at the network interface from the date of purchase may be replaced with a refurbished or repaired product. • Use caution when installing or modifying cable or telephone lines The conditions of this guarantee are: • Do not use the hub or a telephone to report a gas leak in the vicinity of the leak • The guarantee shall only apply to defects that occur within the 12 month guarantee period • Install the BT Business Hub within 1830mm of a mains socket. Use caution when laying • Proof of purchase is provided out the cable to avoid hazard to people walking near or using the equipment • The equipment is returned to BT or its agents as instructed Product disposal instructions • This guarantee does not cover any faults or defects caused by accidents, misuse, fair wear and tear, If you wish to dispose of your hub in a safe, environmentally friendly manner, you may return the neglect, tampering with the equipment, or any attempt at adjustment or repair other than by hub to BT. Go to www.bt.com/business/help/hubdisposal for further instructions. approved agents • This guarantee does not affect your statutory rights

Within the 12 month guarantee period: In the unlikely event of a defect occurring, and on the advice of our Technical Support Agent, you will be advised to return the product to BT. Pack the product securely, preferably in the original packaging. All parts must be returned, including cables, CDs and power supplies (please note that we cannot take responsibility for goods damaged in transit). Please obtain and keep proof of posting from the Post Office.

1 2 Setting up the BT Business Hub

The BT Business Hub comes with a number of very useful features. After setting Firewall up your broadband connection, please follow the instructions in this guide, The BT Business Hub’s ‘Firewall Monitor’ continuously assesses any threats to your network, which will help you configure the BT Business Hub to make the most of your while automatically keeping itself up to date with software updates. You can decide when and connection and benefit your business. how to receive notification of attacks and view detailed logs through the hub’s user interface.

Connection Types To access and configure your firewall settings: 1. Open a web browser and access the hub’s user interface by typing http://home into the There are three ways to connect your computer(s) to the hub: Ethernet, USB and wireless. If you address bar and clicking ‘Go’ have a recognised wireless adapter, all 3 options will appear when you insert the installation CD. 2. Click on the ‘Firewall’ tab to access the summary If your wireless adapter is not recognised by our CD, the wireless option will not display and you will need to follow the manual steps on page 6. 3. Open the ‘Edit Firewall Settings’ page by clicking the ‘Firewall Settings’ link For full details on how to configure the firewall on the BT Business Hub, please see the ‘Firewall’ Ethernet section in the User Guide which can be found on the CD provided with this Welcome Pack. To Ethernet is a type of connection which allows you to connect your computer and other office access this file, insert the CD in to your computer, exit if it auto-runs and explore the CD via your equipment to a network. You need an Ethernet card in your computer for this and is shown by ‘My Computer’ icon. Double click on the User Guide folder to see the files. the symbol.

There are four Ethernet ports on the BT Business Hub. This allows you to connect up to four computers or network devices directly to the hub without the need to install drivers on each computer. This enables easy configuration of your Small Office Network. Please note you will need to install software, using the installation CD, onto the first computer when using the Ethernet connection to configure your BT Business Total Broadband service for the first time.

USB (Universal Serial Bus) USB is another type of connection enabling you to connect the hub directly to your computer. The CD will automatically load the USB drivers you need during installation if you select USB. Alternatively, you may download these yourself from our help pages www.bt.com/business/help/downloads.

Wireless Wireless connectivity allows you to connect your computer to the hub without having wires trailing across the office. You will need a wireless network adapter or wireless enabled notebook to configure your computer for a wireless connection. Please note that connection speed via wireless can be affected by the distance your computer equipment is from your internet-connected wireless router. You will find that building structure often dictates where you place your equipment. Please note electrical/metallic equipment can affect a wireless connection (lamps, flashing lights, mirrors).

Before you begin installing broadband and the hub, please disconnect any existing modems or routers from your computer and the telephone line. You will need to select a suitable location for the hub, ensuring it is near enough to a power socket, telephone socket and your computer.

3 4 Networking Connecting computers to the BT Business Hub wirelessly You can set up your office network using Ethernet, USB and Wireless to connect every device Please note that these instructions refer to the connection of a device using the default in your office. security methods. If you choose to implement customised security arrangements, these details will be different. The BT Business Hub enables you to: • Share a single Internet connection between a number of computers Manual wireless connection • Share files, printers and peripherals If you are unable to use the installation CD, included in this pack, to set up a wireless connection, • Surf the Internet from anywhere in the office please follow the steps below to set up the connection manually. 1. If your computer is already connected to the Hub using USB or Ethernet, unplug the To access a summary of your network: connecting cable 1. Open a web browser and access the hub’s user interface by typing http://home into the 2. Place your computer close to the BT Business Hub for a good wireless signal address bar and clicking ‘Go’ 3. If you are using a wireless card, please refer to the wireless adapter manufacturer’s instructions 2. Click on the ‘Local Network’ tab for details on how to install and configure. If your computer already has wireless capability, please ensure it is switched on 4. From your ‘start’ menu, open the Control Panel and select ‘Network Connections’

For full details on how to configure your office network, please refer to the Small Office Network Guide, which can be found on the BT Business Total Broadband help page. To access this page please open a web browser and type www.btbroadbandoffice.com/help/networkguide into the address bar and then select the BT Business Hub. This will download/open a PDF file containing the guide. You can save this to your computer’s hard disc or you can print a copy for reference purposes.

5 6 5. The Network Connections window will open 7. The wireless networks within range will be listed 6. Right click on the ‘Wireless Network Connection’ icon and select ‘View Available Wireless Networks’

8. Select your wireless network by choosing the network name from the list, enter the Network key (WEP) and click Connect Your network name and WEP can be identified as follows: • The network name will be BTBusinessHub-XXX (XXX is the last 3 digits of the hub serial number) - in the example, the network name would be BTBusinessHub-785 • The WEP key is located on the underneath of the hub; it is a 64Bit hex value. In the example shown it is 4119627022 • For Mac OS X users, you may need to use a dollar $ sign as the first character, then enter the 10 characters of the WEP

7 8 9. Once your computer has connected to the hub, the following message should appear just Securing your network above the task bar and you are connected to the hub wirelessly The hub comes with a unique network name (SSID) and Network key (WEP) for added security. By default, the BT Business Hub is delivered with wireless security (WEP 64Bit) enabled. We recommend you retain the default 64Bit security or use the more secure 128Bit WEP or WPA-PSK. If you wish to increase the level of wireless security there are 4 options available to you: 1. Select the highest possible wireless encryption method for your network - whilst some older wireless adapters and laptops are only compatible with the WEP security standard, many newer devices are capable of supporting the more secure WPA or WPA2 standard. If your wireless adapters are compatible, we recommend that you increase your encryption method to WPA or WPA2 2. Choose a customised security key or pass phrase - the BT Business Hub's default wireless security key is printed on the label on the bottom of the product. We recommend that you Check that you have connectivity to the BT Business Hub by opening a browser and typing in change this from the default to a password of your choosing http://home to access the hub’s homepage. 3. Enable MAC (Medium Access Code) address filtering - every wireless device has a unique Some operating systems may require a computer reboot. identifier called a MAC address. The BT Business Hub uses the MAC to report on the devices that are connected to it. By enabling MAC address filtering, you can choose which devices you Please note, some screens/options may differ slightly from those shown here for different would like to connect. Likewise, you may choose to specifically block any devices which you do operating systems. not wish to allow access 4. Disable the broadcast of your wireless network name - your private network comes with a unique network name (SSID) that, by default, is broadcast for any device to locate and connect (if it knows the wireless security key - WEP). By choosing to disable the broadcast of the Purchasing wireless adapters network name, any device wishing to connect to the network must manually configure the To purchase wireless adapters visit www.btbroadbandoffice.com/wirelessadapters. connection by typing in the correct network name To configure your wireless settings, you need to: 1. Open ‘Explorer’ 2. Type ‘http://home’ in to the address bar and click ‘Go’ 3. Select the ‘Local Network’ tab 4. Click on ‘Wireless Settings’ – the ‘Configure the Wireless Network’ screen will appear

9 10 Content Screening and Internet Access Control You can configure the BT Business Hub to restrict a user’s access by content and also by time. Content Screening protects users from websites with questionable content and Internet Access Control allows you to decide when users can view certain sites. You can block or allow categories and control access to specific URL’s. Content Screening and Internet Access Control give you the power to decide when employees can access the internet or use internet based applications such as chat rooms or instant messaging, online gaming or any other type of internet access.

To access and configure Content Screening: 1. Open a web browser and access the hub’s user interface by typing http://home into the address bar and clicking Go 2. Click on the ‘Access Control’ tab and then click the ‘Content Screening’ link 3. To edit the Content Screening settings click the ‘Edit Settings’ button under screening groups, from here you can add blocking categories

When you have made all your required changes, remember to click ‘Save’ before you close the window – please note: after saving – WEP is shown as **** Changing the SSID or security settings will cause any currently connected wireless devices to lose their connection to the hub. You will need to re-register each wireless device using the new settings. Details for changing and configuring your wireless settings are in the User Guide which can be found on the CD provided with this Welcome Pack. To access this file, insert the CD in to your computer, exit if it auto-runs and explore the CD via your ‘My Computer’ icon. Double click on the User Guide folder to see the files.

11 12 Managing your BT Business Total Broadband accounts and services

To access and configure Internet Access Control: You can manage your BT Business Total Broadband account by using the ‘Your 1. Open a web browser and access the hub’s user interface by typing http://home into the address account’ area of the BT Business Total Broadband homepage – bar and clicking ‘Go’ www.btbroadbandoffice.com. 2. Click on the ‘Access Control’ tab and then click the ‘Internet Access Control’ link to access the schedule 3. To edit the Internet Access Control settings click the ‘Edit Settings’ button. From here you can From here you can: configure the Internet access schedule • Obtain information on and order other products and services available from BT Business Broadband to help you make the most of your broadband service • Create additional email sub-accounts and set up a domain aliased email • Modify your account details • Change your account password • Edit, delete, or make changes to email sub-accounts • Check which BT Business Total Broadband products you already have

Accessing your accounts and services 1. Open a web browser and go to the BT Business Total Broadband homepage at www.btbroadbandoffice.com 2. Enter your email address in the username field, and your password in the password field (these can be found in your welcome emails and letters). Click ‘OK’ 3. Click the ‘Your account’ tab 4. You can now choose what you want to do by using the sites navigation menu 5. When you have finished please remember to log out

Setting up your email account IMPORTANT: Before setting up your email account, you will need the Primary email address and password, which can be found in your welcome emails and letters.

Outlook Express If you used the BT Business Hub installation CD provided with the welcome pack, your Outlook Express account will have been configured during installation of the BT Business hub.

13 14 New users Configuring existing settings to work with your BT Business Total Broadband connection Outlook Express will have been installed from the CD as part of Internet Explorer 6 during the If you currently send and receive email from another mail service provider and you wish to use installation of the BT Business Hub. When you first access Outlook Express, the Internet Connection your BT Business Total Broadband connection to continue to do so, you must adjust the Outlook Wizard will guide you through the configuration process. Express setting for these accounts. It will also be necessary to register any domain names you use Follow the steps below to create your new email account. in your email addresses with BT Business Total Broadband. Refer to ‘Using Domain Names’ section in this guide. Adding a new email account 1. Locate and open ‘Outlook Express’. The BT Business Total Broadband 1. Locate and open ‘Outlook Express’. The BT Business Total Broadband software will have software will have placed the Outlook Express icon on your placed the Outlook Express icon on your desktop during installation. You can also access desktop during installation. You can also access Outlook Express Outlook Express in the ‘Start > Programs’ menu in the ‘Start > Programs’ menu 2. In the Outlook Express menu, click ‘Tools > Accounts’ 2. In the Outlook Express menu, click ‘Tools > Accounts’ 3. In the Internet Accounts window, click the ‘Add’ button 3. Click the ‘Mail’ tab, select the account you wish to modify, and click the ‘Properties’ button. 4. Click the ‘Mail’ menu option 4. Click the ‘Servers’ tab 5. Enter the name you wish to appear on your outgoing email and click ‘Next’ 5. In the ‘Outgoing mail (SMTP)’ field, change the setting to ‘mail.btconnect.com’ the account 6. Enter the email address supplied in your welcome emails and letters or, if you are using email name and password settings remain unchanged with a registered domain name*, enter that email address here. Click ‘Next’ to continue 6. Click ‘OK’. Click ‘Close’ to exit the window. Repeat these steps to modify additional email 7. Verify that the incoming mail server name is set to pop3.btconnect.com and the outgoing accounts. For directions on creating additional email accounts, see ‘Managing your BT mail server name is set to mail.btconnect.com – if you are using a third-party mail provider, Business Total Broadband accounts and services’ in this guide you must enter the name of the incoming mail (POP3) server for that mail provider. The outgoing mail (SMTP) server will remain mail.btconnect.com – click ‘Next’ to continue Users with another Service Provider 8. Enter your BT Business Total Broadband login username and password (these can be found in your welcome emails and letters). Click ‘Next’. If you are setting up Outlook Express to access an If you currently send or receive email from another mail service provider using a registered alternative email provider, enter the username and password provided by the email provider domain name and you wish to use your BT Business Total Broadband connection to continue this practice, you will need to make adjustments to the Outlook Express settings for these accounts. 9. Click ‘Finish’ to complete the configuration Please see ‘Configuring existing settings to work with your BT Business Total Broadband 10. Your new account is displayed in the ‘Internet Accounts’ window. Click ‘Close’ to exit the window connection’ in this guide. *If you are sending and receiving email using a registered domain name with an alternative email You must also register this domain name with BT Business Total Broadband (refer to ‘Using provider, you must register this domain with BT Business Total Broadband. Refer to ‘Using Domain Domain Names’ in this guide). Due to security restrictions put in place by most mail service Names’ section in this guide for domain name registration information. providers, you cannot send emails using an alternate mail providers domain name (for example, [email protected]). Your ability to receive email sent to ‘[email protected]’ Existing users will not be affected. If you have used Outlook Express over the BT Business servers previously, your configuration will If you wish to add your BT Business Total Broadband email account details or third-party mail not need changing and you can use Outlook Express as normal. provider account details to an existing Outlook Express setup, please follow the steps under ‘Adding a new email account’. Additional email accounts To create additional email accounts, please see ‘Adding a new email account’ in this guide.

15 16 Domain Names Configuring multiple Static IP

If you have a domain name with another provider we recommend that you transfer that domain For multiple Static IP, you must have signed up for the service when ordering BT Business Total name to BT Business, this will give you the benefit of a single source of contact for technical issues. Broadband, or subscribe to it afterwards through the ‘Your account’ area at If you would like to leave your domain with your current supplier but use it with the BT Business www.btbroadbandoffice.com. email service you must first log your chosen domain name(s) with us. To configure your multiple Static IP’s, simply follow these instructions once you have completed To ensure the security and reliability of our email services, our systems only handle email from the CD installation. our customers’ email addresses, BT’s security policy requires that you log any non BT Business hosted 1. Open the hub’s homepage by entering ‘http://home’ in the browser address bar domain name(s) through our helpdesk before we can recognise them. We will perform a simple check to ascertain that you are the rightful owner of the domain and then apply it to your 2. Select the ‘Local Network’ tab account (please see ‘Contact us and useful addresses’ at the end of this guide). If you do not have a domain name, or wish to add additional domains you can order them through the ‘Your Account’ area of the BT Business portal as part of the Internet Business Pack (IBP). Additional charges will be incurred for domain names.

Assistance with Domain Names All you need to know about ordering, using or transferring an existing domain name with your BT Business Total Broadband service can be found at www.btbusinessoffice.com under the ‘Help & Support’ tab.

3. Click the ‘Advanced’ link 4. In the ‘Public Network’ section of the Settings pane, check the ‘Enable’ checkbox. In the Router Address field, enter the router (hub) address – this can be found in your Welcome emails and letters. In the Subnet Mask field, enter the subnet mask as follows: For subscribers of five public network Static IP addresses, the subnet mask should be set to 255.255.255.248. For subscribers of thirteen public network Static IP addresses, the subnet mask should be set to 255.255.255.240. 5. Click ‘SAVE’

17 18 Up to 8Mb broadband - what it is and how it works?

After multiple Static IP is configured, you can use one of the following methods to assign the We have taken advantage of the ADSL technology to make our Business Total Broadband service faster, LAN computers to the public Static IP addresses. more reliable, and available at a greater distance from exchanges. The main affect of the faster service is on download times, enabling you to work more efficiently. • If, for example the Router (hub) Address is 217.37.237.78 and the Subnet Mask address is 255.255.255.240, manually change the computer’s TCP/IP settings from ‘Obtain an IP address The new technology provides you with the optimum speed that your phone line can support. Line automatically’ to ‘Use the following IP address’ speeds vary depending on a number of factors including line quality, proximity to local exchange and whether the broadband micro-filters are installed correctly. It also depends on the overall volume of BT • Select one of the usable Static IP addresses (for example, 217.37.237.65 to 217.37.237.77). Business Total Broadband network traffic. At peak times, the speed may be significantly reduced. The BT Business Hub automatically detects the Static IP and removes the IP address from the public Static IP DHCP pool The majority of customers should achieve a download speed of approximately 6.5Mb and upload speeds of up to 448kbps. The service is a variable-speed service designed to provide you with the fastest speed • Keep the computer in DHCP mode and use the BT Business Hub to always provide the same in all line conditions. If you are experiencing slow throughput speed, it is likely to be temporary and not Static IP address to the computer. The following figure shows computer ‘BT611383’. To assign a caused by a fault with the service. usable public Static IP address select one from the drop down list • Keep the computer in DHCP mode and use the BT Business Hub to provide any available Static IP address to the computer Upgrading the BT Business Hub firmware?

Occasionally it is necessary for us to offer an update to the firmware of the hub. A firmware update can take up to 5 minutes to run and is followed by an automatic reboot of the hub. We endeavour to schedule maintenance overnight to minimise the impact however, in some instances, particularly for customers who regularly switch the hub off, the maintenance may be carried out as soon as it is powered on again. During the upgrade, the power light on the hub will flash red. The hub must not be switched off during this time. The other lights may flash green indicating data going through them – this is normal. When the download is complete, the Power light will flash green, then all the lights turn off as the hub reboots. When the hub restarts, the power light will show steady green. After a few seconds, the rest of the lights start to power back on and the hub will function as normal.

BT Business Broadband Voice

(Voice over Internet Protocol – VoIP) With subscription to the BT Business Broadband Voice service you are able to make and receive calls over your broadband connection, as if it were an additional phone line. You can have up to two lines Each time you change configuration settings, you MUST do the following: setup this way. • Click the ‘SAVE’ button to save the settings Your BT Business Broadband Voice service will setup automatically when you load your BT Business • Release and renew* the IP address of the computer to allow it to receive the new public Total Broadband using the installation CD in this welcome pack. Static IP address BT Hosted VoIP The BT Business Hub firewall still protects the computers assigned to the public Static IP address. With subscription to BT Hosted Voice service, you can have up to another 5 telephone lines connected You may have to open specific ports if you plan to host certain applications. via the Ethernet ports on the hub. If you have this service, simply plug your SIP telephone in to one of * To renew the IP address: click the ‘Start Button’, then select ‘Run’. Enter ‘CMD’ into the the Ethernet ports on the back of the hub after installation. dialogue box, then click ‘OK’. An MS-Dos window appears. At the prompt, enter: ‘ipconfig For more information on BT Business Broadband Voice, please visit /release,’ a number of lines of text will appear and the prompt will again appear. Type in: www.bt.com/business/broadbandvoice or refer to the leaflet that is included in this welcome pack. ‘ipconfig /renew’ in the text, you should see the Public Static IP address listed. When you have finished, close the MS-Dos window. 19 20 BT Fusion

Maximise your productivity with the freedom and convenience of using a single mobile phone wherever you are. With BT Fusion your mobile works like any other when you are out and about. However, when you use it at the office, your mobile connects to the BT Fusion service automatically using Wi-Fi via your BT Business Hub. BT Fusion intelligently switches calls seamlessly between the wireless broadband network when you’re at the office and the BT Mobile network when you’re on the move. What’s more you can use BT Fusion at nearly 2000 BT Openzone hotspots. For more details on BT Fusion, please visit www.bt.com/businessfusion or call 0800 169 1590.

BT Office Communicator

BT Office Communicator is a free PC software download. It can greatly increase the value of your Broadband Voice and BT Hosted VoIP service. With BT Office Communicator installed, your PC becomes a multi-featured phone. Plug in a handset, or headset with microphone and you can make and receive voice calls on your Broadband Voice account. It works anywhere you have broadband access. Add a webcam and you can also make video calls. For more information visit www.bt.com/business/officecommunicator. My installation CD does not work. What should I do? With your computer turned on, your installation CD should start automatically. If the CD does not start, Troubleshooting please follow these steps. • PC users: click ‘Start’, ‘Run’, then type ‘D:\setup.exe’ (where D is the letter given to your Setup CD drive) and click ‘OK’ Why am I getting ‘Invalid Username and Password’? • Mac users: double-click on the desktop icon ‘BT Broadband’. On the resulting screen, Your Usernames and Passwords are automatically populated by the hub but if you have had to enter double-click the ‘Install’ icon to launch the installer them yourself for any reason, please ensure you type them accurately noting that they are case sensitive If your CD still does not work, please call the Technical helpdesk (see back of folder). (i.e. JohnSmith is different from johnsmith). Also, when you type your Primary Email Address, please remember to add ‘@btconnect.com’ at the end. I cannot get online and my activation date is today. What should I do? Activation can take place at any time up to 6pm on your activation date. Please ensure you have Where do I find my Username and Password? connected the BT Business Hub to your computer and broadband enabled line properly and check that You will have chosen your Primary Email Address (or ‘Username’) when you ordered your broadband service. the ‘broadband’ and ‘Internet’ lights on the front of the hub are static green. If they are still flashing, Your Primary Email Address and Primary Email Password were confirmed in your Welcome emails and letters. the hub has not completed its configuration. If the hub has completed its checks and you are still (See diagram on opposite page). unable to get online, please call the technical helpdesk (see back of folder).

My broadband connection occasionally stops working. Please check that you have correctly set up your ADSL filters. In particular, it is important you have filters fitted to all telephone sockets, on your broadband line, that have items plugged in such as; faxes, digital television boxes, monitors and security alarms. Also ensure you do not have any electrical interference near your broadband enabled line, such as digital cordless phones (DECT). If strong electrical interference is detected on your phone line, the service will need to re-synch itself. The re-synching process interrupts the broadband signal for 20 to 60 seconds while a new stable speed is established.

21 22 23 Typical office installation of the BT Business Hub to: rewarding for your business. For information about our full range of products and services, please go and maintenance all designed to help make your broadband experience more secure BT Business Total Broadband offers a wide range of additional services, as well software, support Service Summary Additional ADSL filters can be purchased at Where can I get additional ADSL filters? interference near your broadband enabled line, such as digital cordless phones (DECT). recommended as they may impair your a extension leads over 10m as line quality can be your broadband enabled line (e.g. telephones, the DSL port in filter. You will need an ADSL Please check that you have correctly set up your ADSL filters and DSL cable is plugged in to I have interference on my phone line, what should do? receiving the fastest possible stable connection. manually. It is suggested you occasionally switch your router off and on to ensure that are are using a modem, prompt will be displayed on your computer screen requesting that you reconnect After re-synching, your broadband service should reconnect automatically if you have a router. If Customers can purchase a USB adaptor from our website Where can I get a USB adaptor? www.btbroadbandoffice.com/products telephone Standard Mains power adapter (supplied) Telephone cable Mains power wall socket P O W E R broadband service. Also, check that you do not have any electrical R E . S E T www.btbroadbandoffice.com/filters

P H O N E doubler L ffected. Aluminium telephone leads are not IN Voice faxes, set top boxes). Try to avoid using telephone port E S filter for U S B - P C 1 every telephone socket you intend to use on L O Alternate connection USB-cable (supplied) www.bt.com C A 2 L E T H E R N E 3 T 4 (supplied)

Ethernet cable (with ADSL filter fitted) Telephone wall socket (supplied) . ADSL cable D S L . telephone SIP PC be found on our homepage at Help and support as well information on your BT Business Total Broadband service can Online assistance • • • • • • Other tools and facilities available from the homepage include access to: to realise the many benefits of your high-speed, ‘always on’ connection. The tools and advice available on this page are part of your service allow you and troubleshooting A vast array of information ranging from getting started through to internet security Details of our full range business products and services Online help and support Useful links ‘Your account’ – for managing your service Your webmail www.btbroadbandoffice.com . 24 Broadband connection failure If none of the error pages display the correct solution: In the case of an error in your • You should check your telephone line has a dial tone. If there is no dial tone, call freefone BT Business Total Broadband service, 0800 800 154 (business lines) – from another phone – to report a line fault. the BT Business Hub will display an Please do not call the broadband helpdesk error page in your web browser. • Check that you do not have any electrical interference near your broadband enabled line, This page will give you information such as digital cordless phones (DECT) and possible solutions to the problem. If you are experiencing slow service or intermittent fault, check the service status online by visiting www.btbroadbandoffice.com/help/sstatus/bb. If there is a temporary problem, the BT Business Hub is designed to automatically reconnect and synchronise to the service. If none of these checks help you to restore your good broadband service, please call the BT Business Example of error page Total Broadband helpdesk for assistance (see back of folder).

For further information you can refer to the table to diagnose common installation and connection Please have the following information ready: problems using the BT Business Hub lights. • Your ADSL line telephone number Light on front of hub Operating State • Username Power • Security question answer (your security question answer is the ‘secret’ word or phrase you OFF The hub is not getting power selected when setting up your BT Business Total Broadband service – for example, your Flashing green (slow) The hub is undergoing ‘power on self test’ mother’s maiden name) Solid green Power is on Flashing red The hub is undergoing a firmware upgrade Use of our equipment should you move your Broadband service from BT Ethernet, USB, or Wireless Most routers and modems supplied with BT Business Total Broadband have been specially OFF The hub is powered off or booting up designed and will not work with broadband from other suppliers. This special design includes the Solid green Device(s) connected via Ethernet, or USB, or Wireless firmware and other parts of the equipment and improves BT Business Total Broadband Flashing green Data traffic is coming in to, or going out from, the network performance. Specifically this applies to the BT Business Hub supplied by 2 Wire. Phone 1 or Phone 2 OFF Voice service is not operating the hub is powered off or booting up Solid green Voice service is operating Flashing green Voice service is operating or phone is off hook, data is passing through Broadband OFF The hub is powered off or booting up Flashing green (slow) The hub is attempting to establish a connection to your broadband service(s) Flashing green (fast) The hub has been unable to detect an ADSL signal ADSL signal detected; the hub is attempting to connect Solid green The hub is fully connected to your broadband service(s) Internet Light OFF The hub has been unable to detect an ADSL signal ADSL signal detected; the hub is attempting to train/connect Flashing green The hub is attempting to establish a connection to your broadband service(s) or data is passing through Red The hub is unable to establish an internet connection. Check your Network ID & Password

25 26 Manual setup USB connection failure 1. Open a web browser and type in http://home – this is the hub’s homepage (if this doesn’t If you have tried to connect the BT Business Hub using USB and are experiencing problems, work type in 192.168.1.254) please check the following: 2. Click on the ‘Run System Setup Wizard’ icon • Ensure that the CD provided in this Welcome Pack is in the CD drive 3. Enter the key code ‘528Y 2374 A222 22BJ B2QA’ – then click ‘NEXT’ • Ensure that you have used the blue USB cable that is provided in this Welcome Pack, and that it is firmly connected to both the hub and the computer • Check the USB Host Controller. Some computers may have an older USB Host Controller and may have compatibility issues with USB devices. Refer to the following section for details To determine which USB Host Controller your computer uses, follow these steps. 1. Open your ‘Control Panel’ from the start menu 2. Double click the ‘System’ icon. The System Properties window opens

4. Set time zone – then click ‘NEXT’ 5. Insert (overtype) your username and password – then click ‘NEXT’

3. Select the ‘Hardware’ tab and then click on ‘Device Manager’ 4. Locate the ‘Universal Serial Bus’ controllers icon

6. The connecting screen will appear, please wait whilst the hub connects

27 28 After you have updated the USB Host Controller, perform the following steps to update the USB driver.* 1. Start your computer in ‘Safe Mode’ (restart computer and press ‘F8’ once the hardware has loaded). Verify that only one instance of the device shows up under ‘Device Manager’. If you are using Windows 98 or ME, verify that you do not have more than four network adapters installed 2. Remove the USB driver from the computer. Insert the BT Business Hub installation CD into your computers CD drive. Browse the CD by opening ‘My Computer’, right click on the CD icon and select ‘Explore’ Navigate to ‘Util > PCPort_DirectUSB_Uninstall’. Double click the ‘2WireUninstall.exe’ file to run the uninstaller. Follow the onscreen instructions 3. Remove the USB Root hub from the computer. Right-click ‘My Computer’ and select ‘Properties’. Select the ‘Hardware’ tab then click the ‘Device Manager’ button. Scroll down to ‘Universal Serial Bus Controllers’. Click the plus sign (+) to expand. Select the ‘USB Root Hub(s)’. Click the ‘Remove’ button. Close the ‘Device Manager’ 4. Restart the computer. Upon restart the computer will automatically recognise and install the ‘USB Root Hub’ 5. Install the USB driver. Insert the driver CD into your CD drive, and specify the path of the 5. Click the plus sign (+) to expand the Universal Serial Bus controllers icon. driver on the CD (e.g. D:\) to copy the driver files to your system. Click ‘NEXT’. Select ‘Search’ The controllers on your computer will be listed. If you have one of the following, for the best driver for your device. When the driver installation is completed, restart the computer we recommend that you connect the BT Business Hub using Ethernet: * we recommend you only do this if you are an experienced user • Via Tec 3038 • Via rev4 • Opti 82Cxxx • Via rev2 • ALI • 'Standard' • Via rev3 • SiS 7001 • USB Host controller

Alternatively, you can contact the manufacturer of your computer to get the latest firmware/driver/bios update for the USB Host Controller, or refer to the following web site: http://www.usbman.com for suggestions on updating and configuring the USB Host Controller.

To connect using Ethernet, simply plug one end of the yellow Ethernet cable into the hub and the other end into your computer – you will need an Ethernet card for this.

29 30 Resolving DNS entries 3. The Advanced DNS Name table window opens The BT Business Hub maintains a local DNS Resolve table. This allows one LAN device to access other LAN devices by using the computer’s network name. LAN devices are assigned IP addresses which the BT Business Hub automatically populates in its local DNS Resolve table, this associates the computer name with an IP address. To access the DNS Resolve table and manually add entries. 1. Open a Web browser and enter http://home/management 2. Select the ‘DNS Resolve link’

4. In the DNS name field, enter the appropriate DNS name 5. In the IP address field, enter the appropriate IP address 6. Click the ‘ADD’ button

31 32 33 Once in your new premises, follow the ‘Manual Setup’ section this Guide. inconvenience of a phone call. for fixing it, enabling you to get back onto the Internet quickly, and hopefully without next open your Internet browser. The page will display details of the fault and recommendations or missing internet logon credentials, excessive TCP sessions, etc.) you will be notified when of a loss Internet connection. If an error condition arises (such as missing ADSL filter, incorrect helpful web pages directly onto the BT Business Hub to help diagnose some of common causes you cannot access the Internet to investigate problem for yourself. BT have installed some When you lose your connection to the Internet it can be hard figure out problem because Introducing a new help tool available on the BT Business Hub To add additional entries, repeat steps 4 to 6. 8. 7. • • as possible. You will need to take the BT Business Hub and microfilters with you your new premises. or engineer visits. Where this is not possible, we will do all can to transfer your service as quickly and give us as much notice possible, preferably at least three weeks, which will allow for line tests The broadband service is subject to availability at your new premises. Simply follow the steps below Moving premises sales contact or Freefone If the number checker confirms that you can receive broadband in your area, please call normal www.btbroadbandoffice.com/availability Check that your new premises can receive broadband – simply go to wish to remove If you wish to remove an entry, click the ‘REMOVE’ button next entry The entry is added to the ‘Name’ table 0800 400 (option 1, followed by option 1) and enter your new telephone number Double click on the User Guide folder to see files. the CD in to your computer, exit if it auto-runs and explore via ‘My Computer’ icon. Guide which can be found on the CD provided with this Welcome Pack. To access file, insert Further assistance can be found from our online help at upgrade it will be retained; however, any configuration settings you may have made cleared. Resetting the hardware does not affect hub’s software upgrades. If you have received a username, password, and firewall settings), revert to factory default settings. from the broadband and LAN connections, lose all configuration settings you have made (such as clip) to push and gently hold the button in for 5 seconds. This will cause hub reset, disconnect To reset the BT Business Hub to factory settings, use a small implement (such as biro or paper The BT Business Hub is equipped with a hardware reset switch, located next to the power socket. Resetting the BT Business Hub to factory settings • • • • • • When you call, please make sure have the following information: For more details please go to User security details The date of your move Your new telephone (if available) and address (including postcode) The telephone number of your old premises Your broadband account number (see the top left of your BT Business bill, it starts WM) Mains power adapter (supplied) Mains power wall socket P O W www.btbroadbandoffice.com/help/moving E R R E S E T

P H O N E L IN E S U S B - P C 1 L O C A 2 L E T H E R N E 3 T www.bt.com/business/help 4 (with ADSL filter fitted) Telephone wall socket D S L (supplied) ADSL cable or in the User 34 Glossary

Account Number – This is a your unique broadband customer identifier number which can be found on your IP – An Internet Protocol (IP) address is a number (in the form of a numbers and dots) that identifies each broadband bills and is displayed in the format WMXXXX XXXX. sender or receiver of information (over the Internet). Computers use IP addresses to locate and talk to each other on the Internet, much the same way people use phone numbers to locate and talk to one another on the Activation Date – The date on which the broadband connection will be made available to use on your business telephone – for example, when you type in the address of a website (or URL – e.g. line. Activation can take place at any time up to 6pm on this date. You are informed of the date in your www.btbroadbandoffice.com), your IP address is sent allowing the recipient to respond (or to download the welcome letters and emails. page). You can have a Static or Dynamic IP address depending upon your needs .

ADSL – Asymmetric Digital Subscriber Line – ADSL transforms the existing line between the local telephone Dynamic IP – A dynamic IP address is a number (in the form of numbers and dots) that is temporarily exchange and the customers’ telephone socket into a high-speed digital line. assigned to a computer by an Internet Service Provider (ISP) for the duration of an Internet session.

ADSL Telephone Number – Your ADSL telephone number is the telephone number of the line your broadband Static IP – A Static IP address is a number (in the form of a numbers and dots) that is assigned to service operates on. If you are unsure as to what this number is, you will find it on your BT telephone line bill or a computer by an Internet Service Provider (ISP) to be its permanent address on the Internet. in your first broadband order confirmation letter and email. An example of when a Static IP address is required is if you host a website.

Anti-virus program – A program designed to protect and continually safeguard your computer system. Line speed – The theoretical maximum speed that your line is capable of supporting. It varies depending on a Broadband – An umbrella term for high-bandwidth internet connections. number of factors including line quality, proximity to local exchange, age/type of modem/router and whether the broadband micro-filters are installed correctly. Also see throughput speed. Browser – A program that allows you to read and download pages from the World Wide Web (for example, Internet Explorer). Network ID – The identifier you will need in order to set up your connection initially. This can be found in your welcome letters and emails. Cache – A part of the computer’s memory that stores information so it can be accessed quickly. A web browser cache stores (on your hard drive) the pages, graphics, sounds and URLs of places you visit online. Network Password – The authentication you will need in association with your Network ID, in order to set up your connection initially. This can be found in your welcome letters and emails. Desktop – The screen you see when you first start up your computer and when all applications (programs) are closed. Password – The authentication you will need in association with your username in order to access the personalised area of the homepage and webmail. This can be found in your welcome letters and emails. Download – Usually means obtaining a file from the internet, but can also mean copying a file from one computer to another. POP3 – An email transfer protocol. An email program, such as Outlook Express, uses POP3 to receive email.

Email address – A unique address used to send email (for example, [email protected]). SMTP – An email transfer protocol. An email program, such as Outlook Express, uses SMTP to send email.

Email application – An email program that allows you to read and write emails, such as Outlook Express. Throughput speed – The line speed experienced in practical terms. This changes at varying intervals and is dependent on the current volume of BT Business Total Broadband network traffic. At peak times, the speed Encryption Key – The number used when setting up your wireless connection. This can be found on the bottom may be significantly reduced. Throughput speed can also be affected by the individual speeds of websites you of the hub. visit. Also see line speed.

Ethernet – A type of networking technology that links computers in local area networks. Special cables carry URL – Uniform Resource Locator – this is the name for the address of any resource on the internet. You type signals between the computers. the URL in your browser and are taken to that address (for example, www.btbroadbandoffice.com).

Firewall – A security system that is designed to restrict access to a computer, or network of computers, USB – Universal Serial Bus – this defines the type of connector on cables that connect devices (for example, from the internet. scanners and keyboards) to a computer. Different versions of USB give different connection speeds.

Firmware – An application that enables the hub to function. It provides security patches and new features and Username – The identifier you will need in order to access the personalised area of the homepage and webmail. functionality throughout the life of the product. Much like Windows sometimes offer an update to your This can be found in your welcome letters and emails. operating system. Web-based email (webmail) – Technology that allows you to send and receive email using a browser (instead of Homepage – The main page of a website with links to other pages or sections. an email application like Outlook Express).

Hub – A device that links computers and other equipment (such as printers and modems) to allow data WEP – Wired Equivalent Privacy (WEP) is a security protocol for Wi-Fi. It is designed to provide a wireless local to be sent between them. area network (WLAN) with a level of security and privacy.

Wireless – The ability to share one internet connection between computers without wires, as well as being able to access the internet with a laptop while on the move (as long as you are within receiving distance of a transmitter).

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