Most of the properties which opt for The Bills Inclusive Package or an Internet Agreement, have BT Business Broadband. If you are unsure which broadband provider you have, please email email@example.com or firstname.lastname@example.org.
I can’t connect to the internet, what should I do?
1.Turn your router off and then on again! This may sound simple but it can help if your Hub is experiencing a glitch or has overheated.
2. Restart your equipment. If switching your Hub off didn’t seem to help, try resetting it. The reset button is located on the back of the router and you will need to use something small like a pen nib or pin to press and hold it for at least 30 seconds. Once the light turns green it has detected a signal from the exchange. The router should reboot and display a blue light showing that you are connected to the internet.
3. Check filter(s) and wiring. The easiest way to check this, is following the instructions/videos on how to set up the Hub using the links below. If you’re using an extension cable, remove this to see if it is causing the problem.
4. Check you are using the master socket. In some properties, there are multiple phone sockets fitted in places like the hallway, bedrooms or communal areas. The router must be plugged into the master socket, if another socket is being used the broadband will not work as this isn’t being powered by BT.
5. Try a wired connection. If you are connecting to the broadband using Wi-Fi, connect an ethernet cable to the Hub and your device to see if this works. If this solves the problem you may need to check the wireless settings on the Hub.
If you are still experiencing problems with your broadband, please complete the Repair Request and provide the following information:
- What the problem is
- How long you have been experiencing this
- Which router you have (Hub 5/Smart Hub 6)
- The colour the hub displays
You may be asked to run more tests before a member of staff contacts BT and requests a line test is completed. Please note, if an engineer is required to visit, there are charges which tenants can be responsible for. More information on this can be found in the Moving in Guide on pages 7-9.