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My USB Modem doesn't work. What can I do?

Before getting in touch, and to save your time contacting us, try these simple things first - our advisers will take you through similar checks:

Check your dongle has connected successfully:


  1. Click the Windows Start button
  2. Hover over My Computer and right-click
  3. Select Properties
  4. Click the Hardware tab
  5. Click Device Manager
  6. Click the + next to Modem and ports
  7. If 3G Modem and 3G PC UI Interface is shown, the dongle is successfully connected

If the dongle has not connected, try:

  • Removing the dongle and reinserting it.
  • Using another USB port.
  • Swap the data cable to the long double-ended cable, which supplies more power to the dongle using two USB ports.
  • Removing the USB cable and restart your computer, then plug the cable back in.
  • Uninstalling BT Access Manager and then reinstall the software. Then try connecting again.

If you can’t make a data connection, check your SIM card is enabled for data connections, by contacting your BT customer support centre on the number in your Welcome pack.

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