BT homehub upgrade not working - help please!

[Deleted User]

Hi,

I upgraded with BT (already had phone) to phone and broadband. I got the homehub and plugged it in. All the lights went blue as they said it should but I can't get the internet on my laptop or computer (both are old, but were working with virgin). Virgin still works - hence this email. Both my computers say they want an ethernet connection. I tried the ethernet on my laptop (can't with computer - unless I want to lug it down the stairs) and it still didn't work. The web page says no connection. But BT internet disk seems to think everything's fine and even after on/off, reinserting disk, etc, I still have no internet.

I had virgin through an old cable provider. That was sooo easy. They came, they sorted it, it worked. I am sort of regretting changing, but it was supposed to be cheaper and easy.

What should I do now? Can i send it back and just stick with virgin or am i stuck with the BT home hub as I've oppened it? Anyone else have these problems?

Any replies would be much appreciated.

Cheers

Mark_In_Hampshire

Cable is a "managed service", ADSL is not.

Question is where the break is. You say you have no internet, but then the lights on the home hub are as they should be with the SYNC light lit up (do recheck that, but you say it's as it should be) which indicates it's synced with the exchange (though it does not mean you have a working connection)

You say your machines can still connect to Virgin. Is that wirelessly? Start by disabling that connection on your machines. Don't delete it but right click on the network connection (Network > Network and Sharing Centre > Manage Connections on a Vista machine) and disable it. It goes grey.

While you're there, do you see a wireless connection set up for the BT Home Hub? Is it lit? It should be, if it's connecting to the home hub. That should be set up by the installation software. Right click and disable, then re-enable. Now try.

If still no joy, then it's probably time to have a look at the Home Hub's diagnostic pages to see if a) you can indeed do that and connect to to the router, if not the internet and b) see what information can be gathered from there such as a PPP login failure. BT should be able to walk you through that and they'll know the user interface a lot better than I do

macman

Set up the Hub using ethernet first, Only when you have that working, , log back into the router interface and set up the wireless.
You'll need to enter the wireless encryption code on both the PC and laptop when trying to connect wirelessly.
Can either machine detect the wireless network?