If you're having trouble connecting to the internet, for example, if you can't browse the internet or send email, or your internet connection's very slow, try the following steps to troubleshoot your BT Business Hub: Fibre (Fibre Hub):

1. Restart the Fibre Hub

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

2. Troubleshoot your Fibre Hub's lights

Your Fibre Hub has a number of lights. Select any of the following that apply:


Power light is flashing red


Note: Do not turn off or restart your Fibre Hub when the Power light is flashing red.

We may occasionally update your Fibre Hub's firmware. A firmware update can take up to five minutes, and will automatically restart your Fibre Hub. We try to do this overnight to reduce the effects on you. However, if your Fibre Hub is switched off when the work is scheduled, the updates will be carried out as soon as it is switched on again.

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

When the update is complete, the Power light will flash green. Then, all the lights will switch off as your Fibre Hub restarts. When your Fibre 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 use your Fibre Hub.


All lights are off

  1. Turn off your Fibre Hub at the mains power socket and unplug your Fibre Hub's power cable.
  2. Check that your Fibre Hub's power cable is correctly inserted into the Power socket on the back of your Fibre Hub.
  3. Check that the mains power socket is working.
  4. Plug your Fibre Hub's power cable back into the mains power socket and turn on the Fibre Hub.
  5. If none of the Fibre Hub lights are on, see Restoring the BT Business Hub: Fibre to default settings.
  6. Wait a couple of minutes for the Power light to glow green.
  7. If there are still no lights on your Fibre Hub, please contact us.

Please have your computer turned on if you call.


Broadband light is rapidly flashing green


Your Fibre Hub is connecting to Broadband. Please wait a while, and if the Broadband light continues to flash rapidly:

  1. Restart your Fibre Hub by switching off at the mains power socket then switching it back it on again.
  2. Wait a few minutes while your Fibre Hub starts up.
  3. If the Broadband light is not glowing steady green, check the lights on your Optical Network Terminator (ONT). Please see Troubleshooting your Optical Network Terminator (ONT).
  4. If the Broadband light still isn't glowing steady green, please contact us.

Please have your computer turned on if you call.


Broadband light is slowly flashing green


If the Broadband light flashes approximately once every second:

  1. Check broadband service status by viewing BT Service Status.
  2. Check that the red broadband cable is correctly inserted into your Fibre Hub.
  3. Check that the other end of the broadband cable is correctly inserted into the LAN1 socket on the Optical Network Terminator (ONT).
  4. Restart your Fibre Hub by unplugging the power cable and plugging it in again.
  5. If the Broadband light isn't steady green, please contact us.

Please have your computer turned on if you call.


Internet light is glowing steady red, and Broadband light is glowing steady green


Broadband is active, but your Fibre Hub can't connect to it.

  1. Check broadband service status by viewing BT Service Status.
  2. Restart your Fibre Hub by unplugging the power cable and plugging it in again.
  3. Wait a couple of minutes. If the Internet light is still red, check that your Optical Network Terminator (ONT) is working - please see Troubleshooting the Optical Network Terminator (ONT).
  4. Open a web browser on your computer, navigate to http://home and check your PPPoE settings. They should be in the format axxxxxxx@hgxx.btclick.com. You may need to check the correct network login username and password settings in your 'welcome' emails and letters. These were sent to you when you ordered your BT Business Broadband Fibre service. If you can't find them, please contact us.
  5. If the Internet light is still red, please contact us.

Please have your computer turned on if you call.


Internet light is glowing steady green


Your Fibre Hub is connected to broadband, but there may be a problem with your computer or its connection to your Fibre Hub. Try the following:

  1. Restart your Fibre Hub by unplugging the power cable and plugging it back in.
  2. Restart your computer.
  3. Wait for your Fibre Hub's Internet light to turn steady green.
  4. If you still have trouble connecting to the Internet, please contact us.

Please have your computer turned on if you call.

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