Most of the properties which opt for the Bills Inclusive Package or an Internet Agreement, have BT Business Broadband, or Now. If you are unsure which broadband provider you have, please email us at info@billspaidltd.co.uk, or check with info@drakes.co.uk.
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.
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 Hub and you will need to use something small like a pen nib or pin to press and hold it for at least 30 seconds. With a BT Hub, once the light turns green it has detected a signal from the exchange, the Hub should reboot and display a blue light showing that you are connected to the internet.
Check filter(s) and wiring. The easiest way to check this is referring to the information above and following the instructions/videos on how to set up the router. If you’re using an extension cable, remove this to see if it is causing the problem.
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 the internet provider.
Try a wired connection. If you are connecting to the broadband using Wi-Fi, connect an Ethernet cable to the router and your device to see if this works. If this solves the problem you may need to check the wireless settings on the router. Refer to the information above and follow the recommendations to boost/fix a Wi-Fi connection.
How do I set up the Hub?
Most of the time, the previous tenants will leave the router plugged in and you may not need to make any changes. If the property has BT broadband, you should have a Hub 5 or Smart Hub 6 router (this depends on when the contract was renewed). Click on the hyperlinks and follow the instructions to set up the Hub 5 or Smart Hub 6.
www.bt.com/content/dam/bt/help/user-guides/BT-Home-Hub-5-Self-Install-Guide.pdf
https://www.youtube.com/watch?v=mXS9zLcpW5Y
If your broadband is with Now TV, click the following link: https://help.nowtv.com/article/choose-your-hub
What colour should the Hub be?
If you have a BT Hub 5 or Smart Hub 6, it should display a steady blue light which indicates the broadband is working. If the router is a different colour, click the link below to see what this means and follow the recommendations from BT.
https://btbusiness.custhelp.com/app/answers/detail/a_id/32860/c/5087/
The speed for broadband varies depending on the package which has been agreed for the property. BT business packages have speeds up to 78mbps. You can perform a speed test using the link below. Remember, speed tests will differ depending on the type of connection you are using, how close you are to the Hub etc.
The Wi-Fi name and password is generally stored on the back of the Hub (see image above), which should only be shared with the tenants in the property. N.B. The more devices connected to the Wi-Fi, the slower the connection may be.
Wireless connections aren’t guaranteed by broadband suppliers as they can be affected by multiple variables such as: the number of devices connected to the hub, the distance from the hub to the device, the number of walls, Bluetooth or infrared interference etc. Click the links below to see recommendations from providers regarding how to improve your Wi-Fi connection.
Wired connections require an Ethernet cable which is plugged into the router and the device you wish to connect to e.g. laptop, games console etc.
An Ethernet cable is provided with the Hub when it is first installed in the property. If you cannot find this or you require more than one, they can be purchased at most retailers.
Using a wired connection will depend on where the router is located. If you are on the top floor and the router is on the ground floor, you mustn’t run cables which could be a trip hazard as this is dangerous.
If you are finding your Wi-Fi connection is slow, drops easily or is difficult to connect to, you may wish to purchase a Wi-Fi booster/extender. These types of internet boosters are hardware devices that you place in between your traditional router and the areas in your home that need a better WiFi signal. Depending on the booster device you use, the booster takes your router’s existing WiFi signal and re-broadcasts it to other areas of your home.
If you have followed all of the steps above and are still experiencing an issue with the internet, please contact us or Drake & Co, so that we/they can look into this. You will need to provide the following information:
Staff will contact the broadband provider and arrange for a line test to be completed to see if there is a fault with the line. If a fault is detected, the provider will arrange for an engineer to investigate this. Once a problem has been submitted, providers usually aim to fix it within two working days. The engineer shouldn’t require access to the property if it is an external fault. If there is an internal fault, you will receive an email from Drake & Co informing you of the appointment which usually has a time frame e.g. 1-6pm.
A powerline adaptor connects your computer to the internet by using the electrical wiring. This is sometimes referred to as a powerline-Ethernet adaptor because it still uses an Ethernet cable, just in a more limited capacity. A powerline adapter comes with two separate adapters that you plug into the electrical sockets in your home, providing you with a wired connection without the hassle of loose trailing cables.
If an engineer visit is arranged at a Customer’s request and a charge is incurred as a result of this, the Customer will be responsible for this cost.
Internet providers charge a fee for missed appointments, therefore, you must ensure that you are available during the visit.
If BT send an engineer and the problem was easily fixable e.g. the equipment was set up incorrectly, filters have been put on the router, or the extension lead is faulty etc, the Customer will be responsible to pay for the call out charge (which is around £300!).
