FAQs and Troubleshooting Tips

How do I get a wireless (Wi-Fi) signal in all areas of my home?

Certain conditions in your home, such as its size and age, have an impact on the range of your wi-fi signal. It may even be that the signal doesn't reach all areas, leaving you with annoying wi-fi dead spots. BT's Home Hotspots can solve the problem. They use Powerline technology to turn every power socket in your home into a potential wireless router, meaning you can get wi-fi where you need it most.

What's more, it has two Ethernet ports, so you can also connect your wired devices.

How can I get an Ethernet connection all around my home?

No one wants to run 10 metres of Ethernet cabling from their router in the hall to their new Smart TV in the lounge. With a BT Broadband Extender, you no longer have to.

By using Powerline technology, you can turn every power socket in your home into a potential Ethernet port, meaning you can connect all your wired devices wherever you need them in your home.

How can I connect a Smart TV if it's in a different room to my router?

Smart TVs are great, but if your router isn't within reach, they can be a problem to connect. Rather than run an Ethernet cable all around your home, you can use a Broadband Extender to make the process so much simpler.

Broadband Extenders use Powerline technology to turn every power socket in your home into a potential Ethernet port. Now you can connect that new Smart TV in any room in your house.

How can I make the most of my online gaming experience?

Online gaming is so much better with an Ethernet connection. But what do you do if your console is upstairs and your router is in the hall?

You don't stop playing; you use a Broadband Extender. It uses Powerline technology to turn every power socket in your home into a potential Ethernet port.

How can I change the settings of my Wi-Fi Home Hotspot 500/Plus 600/1000/Plus 1000?

Your home hotspot's settings can be changed via the web interface using the link below. Please note that you must be connected to the hotspot's wi-fi to use the link: http://mybtdevice.home

To log in, you will need the admin password (the default password is printed on the settings card at the back of your hotspot).

You can use the web interface to change your hotspot's wireless name and key. For other settings, select the appropriate menu.

How many Broadband Extenders or Home Hotspots can I connect on a single network?

You can connect up to eight Broadband Extender 200's and 16 Broadband Extenders 500's, 600's, 1000's or Flex 1000's and hotspots on a single network, but only eight can be active simultaneously.

How can I change the wireless network name (SSID) and wireless key of my Wi-Fi Home Hotspot?

Your home hotspot's settings can be changed using your regular web browser and browsing to its IP address. The easiest way to do this if you don't know the address of your home hotspot is to download and install the BT Device Configuration Tool.

Click here for full instructions.

Once you've logged into the settings interface, your wireless network name and key can be edited on the first screen that appears. Help is provided through the link on the right of the page.

Where can I find the user guide?

Main user guide and installation instructions are provided in the box with your product. If you've lost the paper copy, you can download a version from the main product page.

The power light on my Broadband Extender is flashing. What does this mean?

The flashing power light on the extender means it's in power save mode. The extender will wake up automatically when it detects data traffic on the Ethernet port.

My Mini Home Hotspot has lost its connection and the WPS/Link light is off. How can I reconnect?

First, try to turn it off, then back on again. Wait a couple of minutes to check if the WPS/Link light comes back on.

If the WPS/Link light stays off, you can simply reconnect your Home Hotspot to your existing home network by carrying out the following steps:

1. Make sure your home hotspot is plugged directly into a wall power socket and is switched on.
2. Press the WPS/Link button on the hotspot for 5 to 8 seconds. Wait for the Wireless light to go back to steady green.
3. Press the WPS/Link button again, this time for 1 second.
4. Within 2 minutes, press the Link button on one of the broadband extenders already in your home for 1 second to complete the connection to the network.

Wait for connection to complete. If everything's okay, the Power, WPS/Link and Wireless indicators on the hotspot will light up.

Can I use Broadband Extenders or Home Hotspots on different electrical rings in the same house?

Yes, this will normally work OK. However, please note that electricity meters will act as a barrier to the extenders' signal.

Can I plug my Broadband Extender or Home Hotspot into an extension lead?

Yes, you can. However, this should only be done if there is no alternative. BT's Broadband Extenders will work best if plugged directly into a wall socket.

Note: The Broadband Extender Flex 500, 600, 1000, Flex 1000 and Multiport Extender 500 have a plug socket, which means you won't lose a mains socket after it's been plugged in and can benefit from the electrical noise filtering these devices give.

Can I leave my Broadband Extenders or Home Hotspots on all the time?

Yes, BT Broadband Extenders are completely safe and can be left plugged in all the time.

They may become slightly warm in use, but this is perfectly normal.

Can my neighbour connect to my network or see my data?

BT's Broadband Extenders and Home Hotspots are programmed with a unique password during manufacture and use 128-bit encryption to stop this occurring. However, please be careful if you add a BT extender to another non-BT device network which may be using a common password or no data encryption.

How do Broadband Extenders and Home Hotspot work?

BT's Broadband Extenders and Home Hotspots use Powerline technology as an alternative to running ethernet cables in your house. The extenders connect devices to your broadband router/hub using your household's existing electrical wiring.

Are all of BT's Broadband Extenders and Home Hotspots compatible with one another?

Yes. All the BT Broadband Extenders and Home Hotspots range have been designed to let you choose the devices most suitable to your needs and will work together.

Content on Netflix keeps buffering at 25%, what can I do?

We're aware of a problem affecting a small number of customers using Netflix on BT TV which results in programmes getting ‘stuck' at the 25% point.

Although this issue affects Netflix on other TV services or devices in different ways, on BT's TV boxes our investigations show this may be related to the use of Powerline Adaptors/Broadband Extenders.

We're still troubleshooting the exact cause, but in the short term, if you can connect your TV box directly to your BT Hub using an Ethernet cable or move the Broadband Extenders to different sockets, it may resolve the issue.

We're sorry for any inconvenience and we'll update you once we know more.

Are BT Broadband Extenders compatible with Powerline devices from other manufacturers?

Yes. BT's Broadband Extenders and Home Hotspots are compatible with the 'Homeplug' standard. Look for Homeplug or Homeplug AV compliant devices.

Please note that only Homeplug devices can be connected together. Other technologies such as DS2 or UPA, used in the Comtrend adapters (DH10, PG902 or PG9020), which were originally provided with the BT TV service, can't be connected.

Also, DS2 or UPA and Homeplug devices shouldn't be used in the same household as they will significantly affect each other's performance.

How can I reset my Wi-Fi Home Hotspot 500/Plus 600/1000/Plus 1000?

If your hotspot stops working or becomes unpaired, you can reset it to factory settings.

1. Make sure the hotspot is plugged in and the power socket's switched on (check that hotspot is switched on).
2. Press the Reset button for 1 second. Give it a couple of minutes to reboot.

Note: Resetting the hotspot will result in loss of any settings you may have changed, e.g., the hotspot name (SSID) or wireless key.

What is the WPS button for?

The WPS button allows you to connect compatible devices by a press of a button, instead of manually entering the network name (SSID) and the security key.

To connect your device to the hotspot, first press the WPS button on your device. Then, within 2 minutes, press the WPS button on your hotspot.

It will automatically configure your device with the hotspot's network name (SSID) and wireless security key.

How do I clone my router's name (SSID) and wireless key?

The hotspot supports a Wi-Fi cloning feature that enables it to clone your router's name (SSID) and wireless key.

If your device, like your laptop, is already configured to connect to your router, it will automatically connect to your new hotspot. This feature requires your router to support WPS. Most recent routers do, like the BT Home Hub 3 and later versions.

To do this:

1. Plug the hotspot into a power socket near your broadband wireless router (e.g., in the same room). Wait until the Wireless light is steady green.
2. Press the WPS button on your router.
3. Within 2 minutes, press and hold the WPS/Link button on the hotspot for at least 15 seconds, until the Wireless light flashes orange and green.
4. Wait until the Wireless light returns to steady green. Now plug the hotspot back in where you want to extend coverage and wait for it to restart.
5. When in range, your Wi-Fi device will automatically connect to the hotspot.

The easiest way to know if you're connected to your hub/router or to the extender is to compare the signal strength displayed on your device with the extender switched on and off.

How do I add the Mini Wi-Fi Home Hotspot to an existing Powerline network?

1. Plug the hotspot directly into a wall power socket near the device you want to connect. Make sure the power socket is switched on.
2. Check the hotspot is switched on.
3. Press the WPS/Link button on the front for 5 to 8 seconds.
4. Wait for the device to restart. Give it a couple of minutes. If everything's okay, the Power & wireless indicators will be steady green.
5. Press the WPS/Link button again, this time for 1 second.
6. Within 2 minutes, press the Link or equivalent button on any of the existing extenders already in your home for 1 second to complete the connection to the network.
7. Wait for connection to complete. Give it a couple of minutes. If everything's okay, the Power and WPD/Link indicators on your new hotspot will light up.

My product is out of warranty, what should I do?

If your product is out of warranty, please call the helpdesk on 0808 100 6116. (Calls to the helpdesk made from UK landlines are free, mobile call charges may vary).

The data light on my Broadband Extender is orange or red, or Home Hotspot WPS/Link light is flashing. What does this mean?

A flashing WPS/Link light or, red or orange data light on the broadband extender indicates a lower than ideal speed between your extenders. This isn't something to worry about if your services or applications are working OK.

If you're having trouble with slow internet speed on the devices connected through your extenders, try the following:

1. Make sure devices are plugged directly into wall sockets and not via extension leads.
2. Swap devices to isolate a problem with a particular extender.
3. Check if your home electrical wiring is affecting your extender. Some old wiring fuse boxes might affect your network performance. Try plugging the extender in the same room as your router.
4. Check if household appliances like refrigerators, freezers, microwaves, that draw large amounts of current, are on the same electrical ring mains. This may cause interference with your network performance.

I have no lights on my Home Hotspot, what should I do?

Check that the socket power switch is on and there is an electrical supply (you can try another electrical appliance to confirm this).

If your extender still fails to work, please call the helpdesk on 0808 100 6116 (calls to the helpdesk made from UK landlines are free, mobile call charges may vary).

Do Broadband Extenders or Home Hotspots work with extension leads?

They'll only work properly if you plug them directly into a wall socket, not into extension leads. Only use extension leads as a last resort, if there's no other option.

[Image description: Diagram showing a checkmark next to a plug directly into a wall socket, and a cross next to a plug into an extension lead. Another diagram shows a checkmark next to a plug into a wall socket with an integrated socket, and a cross next to a plug into an extension lead.]

I have forgotten my Admin password. How can I access the settings?

If you lose or forget your password, you can reset the hotspot to the factory settings.

1. Make sure the hotspot is plugged in and the power socket's switched on (check that hotspot is switched on).
2. Press the Reset button for 1 second. Give it a couple of minutes to reboot.

If everything's okay, the 'Power' indicator will light up.

See the hotspot's settings card (on the back of the hotspot) for default factory settings.

Do Broadband Extenders or Home Hotspots support video streaming?

Yes, Broadband Extenders and Home Hotspots in the BT range will support streaming up to HD. For best performance, we recommend a device in the '500', '600', or '1000' range.

Are Broadband Extenders compatible with other BT Powerline devices?

BT's Broadband Extenders and Home Hotspots are compatible with the Arcnet and Simpler Networks adapters provided with the BT TV service. If you are unsure of the type of device you have, please go to the BT Powerline Adapter support page.

They're not compatible with the Comtrend adapters (DH10, PG902 or PG9020).

What do the lights on the front of the Mini Home Hotspot mean?

What is the speed of the Home Hotspot?

The Mini Home Hotspot provides speeds of up to 150 Mbps for wi-fi connections.

Which operating systems are compatible with Broadband Extenders and Home Hotspots?

BT's Broadband Extenders and Home Hotspots work independently of the software on your device and work on all operating systems.

How can I set up a separate wireless network for guests to use?

To set up a guest network, you will need to access the Settings menu. This can be done using your regular web browser and browsing to its IP address. The easiest way to do this if you don't know the address is to download and install the BT Device Configuration Tool.

Click here for full instructions.

Once you've logged into the settings interface, select 'Advanced' from the top and then 'Wireless Settings' from the left-hand menu. From this screen, you can enable the 'Guest Hotspot' and set up the network name and wireless security. Help is provided through the link on the right of the page.

What is the best location for the Wi-Fi Home Hotspot 500/Plus 600/1000/Plus 1000?

The hotspot is ideal to provide wi-fi coverage to areas where the router/hub signal is very weak or does not reach, e.g., the bedroom or an attic.

Because communication back to your hub/router is done through the electrical wiring in your home, it should be possible to create the hotspot in any room where there is a power socket.

How long does it take the Mini Wi-Fi Home Hotspot to start working after it has been switched on?

It normally takes less than two minutes for the hotspot to boot up and connect to your existing powerline network. Wait until both the Power and WPS/Link lights are steady green.

Are BT's Broadband Extenders compatible with BT Vision and YouView?

Yes, Broadband Extenders and Home Hotspots can be used to connect a set-top box to the hub/router to receive On Demand and Catch-up services.

If BT has instructed you to use a specific type of adapters or an Ethernet cable to use the TV service, it's recommended you continue to follow these instructions.

My Broadband Extender or Home Hotspot doesn't fit into the plug socket

Your extenders will only work properly if you plug them directly into a wall socket, not into extension leads. Only use extension leads as a last resort, if there's no other option.

If you're stuck, for example, if your sockets are too close to the floor or in the skirting board, you can use a trailing power strip.

Please make sure that the strip is not an anti-surge adapter strip because it will filter out the frequencies required for the broadband extender to work correctly.

Why should I buy a Wi-Fi Home Hotspot?

The Wi-Fi Home Hotspot is a high-performance broadband extender designed to increase the range of your broadband in the home. The hotspot uses your home's existing power sockets to create an additional secure wi-fi network to extend your broadband to anywhere in the house.

Can people using my Guest wireless network see my data?

No, the two wireless networks are completely separate.

Please note the guest user will still be able to access the shared resources on your network.

How much power does my Home Hotspot use?

The Mini Wi-Fi Home Hotspot 500 consumes 4.5W when in normal operation and 0.1W in power saving mode.

The Mini Wi-Fi Home Hotspot 600 consumes 4.7W when in normal operation and 0.1W in power saving mode.