GENERAL QUESTIONS

What is BT FON?

BT FON is an initiative between BT and FON that aims to give all its members access to wireless broadband wherever they are in the world. This is possible because all BT FON members agree to securely share a portion of their Wi-Fi bandwidth through a separate channel on their wireless router with other members who are in range of their wireless router. These wireless routers become known as "BT FON hotspots".

Who are FON?

FON is a company that has been helping its members share Wi-Fi bandwidth for over a year all over the world. It has over 200,000 members.

What do I get when I join BT FON?

When you join BT FON, you share your bandwidth with other BT FON members who are in range of your wireless router connection, and in return, you can get access to broadband whenever you are in range of another member's connection. BT FON members can also access FON hotspots anywhere in the world. BT Total Broadband customers who are members of BT FON can also have access at BT Openzone Hotspots.

How much does it cost?

There is no cost to join BT FON. Membership is inclusive for BT Total Broadband customers. If you are not a member of BT FON you can purchase a voucher to access the Internet from a BT FON hotspot in advance by going to http://www.btopenzone.com/buy. When you are in range of a BT FON hotspot, simply follow the link on the BT FON landing page to buy a BT Openzone minutes.

Do I have to be a BT Total Broadband customer to be a member of the BT FON community?

BT Total Broadband customers have the opportunity to join the BT FON community and get inclusive wi-fi minutes as part of their BT Total Broadband package. If you are not a BT Total Broadband customer, you can access the BT FON community by purchasing a BT Openzone voucher at http://www.btopenzone.com/buy

How does BT Openzone relate to BT FON?

BT Openzone provides public wi-fi broadband access at prime locations such as airports, restaurants and city centres. BT FON is an initiative between BT and FON that allows customers to share their broadband connection with each other and BT Total Broadband customers who are members of BT FON can access BT Openzone hotspots as well as BT FON home hubs with their BT FON allocated wi-fi minutes...

What speed will I get when I am logged on at a BT FON hotspot?

When you log on to BT FON while you are out and about you will get up to 512kbps.

JOINING

How do I join BT FON?

BT Total Broadband customers should go to www.bt.com/btfon and opt in to the BT FON Wi-Fi community. You simply require your BTinternet.com email address, which acts as your username, and your password for this email address.

I don’t have my BTinternet email or password, how do I join BT FON?

If you have forgotten or lost this information please search for the details that were sent when your BT Total Broadband was first set up, as e-mail and communications that were sent to you hold this information. If you are still unable to locate your password please click here

To recover your Btinternet.com username please call: 0845 600 7030, select option 1 and follow the instructions. You will need the number of line on which you have your BT Total Broadband and your account number. These can be found on your BT Bill.

When I opt in into the BT FON community, what does that mean?

When you opt in or join BT FON you are agreeing to share a portion of your bandwidth through a separate secure channel in exchange for being able to share the bandwidth of all the other members around the world. BT FON asks you to opt in because it is your bandwidth so it is your decision if you want to share.

Is there anything I need to do once I have opted in?

Please remember to leave your BT Home Hub switched on until after you have opted into the BT FON community and your BT Home Hub has been updated. You can check the status of your hub by going to http://bthomehub.home, clicking on Services, clicking on Wi-Fi Community and it should tell you whether your BT Home Hub has been enabled for BT FON.

How long after opting in will I be able to use the service?

Once you have opted in to BT FON you will be able to access broadband at other hotspots within a couple of hours. Your BT home hub will be set up so that other members can log in there within a couple of days.

What if I don't have a hub?

If you don't have a hub and are a BT Total Broadband customer you can still join BT FON. You will be able to log in at other members BT FON home hubs and if you get a hub in the future you will then be able to share bandwidth with other members of BT FON

What if I am an existing BT Openzone customer?

BT Openzone customers can get wireless broadband access on the BT FON network. Also BT Total Broadband customers who join BT FON can access BT Openzone sites in the UK and Ireland.

I already get 250 minutes per month BT Openzone access through BT Total Broadband, how will this change?

By joining BT FON you will get at least 250 minutes of access (Options 2 and 3 receive more) that can be used at BT Openzone sites and in thousands of new places around the world. When you have run out of these minutes, you can buy additional access.

CONNECTING TO SERVICE

I am a BT FON customer, I am out and about with my laptop and I want to connect to the Internet, what do I do?

Switch on your lap top and right click on the wireless network icon in the system tray, This is at the bottom right of the screen.

After you have right clicked on the icon, choose the option to 'View Available Wireless Networks'.

You should then look to see if BT Openzone appears in the list. This is the “name” of the BT FON hotspot within range of your wireless connection. If it does, then click on the BT Openzone wireless network and then press connect.

You will be now be connected to a BT FON hotspot.

• Once connected, launch your preferred browser (e.g. Internet Explorer)
• This should load the BT FON landing page automatically, if it does not, enter www.btopenzone.com in the browser.
• From the drop down menu on the BT FON landing page where it asks you to choose your service provider, select BT Total Broadband.
• When, prompted, simply enter your login credentials i.e. your @btinternet.com e-mail address and password and connect.
• Minimise the browser window that you used to connect so that you can use it to simply disconnect at the end of your session.

I can see several Wi-Fi networks, which network should I connect to?

When you are in the UK you should connect to the network named BT Openzone. When you are elsewhere in the world you should connect to the Wi-Fi network that starts FON_.

How do I log in once I connect to the correct Wi-Fi network?

Once you are connected to the correct wi-fi network

• Launch your browser. This should load the BT FON landing page automatically, if it does not, enter www.btopenzone.com in the browser.
• Select BT Total Broadband from the drop down menu on the BT FON landing page where it asks you to choose your service provider.
• When prompted, simply enter your login username and password that you used to register to BT FON (i.e. your@btinternet.com e-mail address and password) and connect.
• Leave the browser window minimised that you used to connect so that you can use it to simply disconnect at the end of your session.
• Launch another browser and you are ready to access the Internet!

How do I disconnect?

Simply go back to the BT FON landing page and press disconnect.

What devices can I use to connect to BT FON?

You should be able to use any device that has wi-fi capability such as most laptops.

Why does my device automatically connect to the BTOpenzone when in range of my own Home Hub?

Some devices, including those using the Windows Mobile operating system try to reconnect to the wi-fi hotspot name that was last used to connect to the Internet. As a result, your device may try to reconnect to BTOpenzone and not the BT Home Hub as you would expect . If this happens, you will have to manually change the setting so that you connect to the BT Home Hub.

How do I connect to BTFON with an iPhone or iPod Touch?

If you have an iPhone or an iPod Touch and you want to connect to the Internet through BT Fon, follow the instructions below:

1. Within the Settings->Wi-Fi Networks menu on your device, choose BTOpenzone.
2. When the device has associated with the BTOpenzone SSID, click the arrow next to the BTOpenzone entry. This shows the detailed settings for the connection.
3. Select the DNS section of the details shown. The DNS section will list 3 IP addresses "10.xx.xx.xx, 192.168.22.22, 192.168.22.23"
4. Scroll back through the list by dragging finger across the screen and then delete the initial 10.xx.xx.xx address.
5. Check the DNS section entry is set to "192.168.22.22, 192.168.22.23" (There should be no space at the beginning of the entry)
6. Return to the main screen and enter the Safari browser. Navigating to any Internet URL will redirect to the BTFON landing page. Follow the instructions to log in and connect to the Internet.

SECURITY

How secure is the BT FON service?

It is extremely secure. Traffic passes through separate channels; visitor and home-user traffic are separated. From a security perspective it is as if they have separate networks connecting them to the Internet. This ensures that visitors cannot use BT FON to connect directly to the customer’s own network (or vice versa). It also means that all visitor Internet activity and customer Internet activity on the home hub is clearly distinguished and recorded against the correct user. This ensures that home users cannot be blamed for the Internet activities of visitor on their BT FON home hub hotspot.

What happens if someone uses my broadband connection to access an illegal site? Can I prove that it wasn't me accessing the sites?

Yes, the visitor’s access to the Internet will be through a separate channel and so we can tell the difference between the home user’s Internet activity and visitor Internet activity.

If I use someone else's connection, could they access my computer?

No. Your connection will be through an entirely separate channel and their connection will be through a separate channel.

Can people using my hub see what I am doing on the internet?

No, their access is through a separate secure channel on the home hub.

What do I need to do to minimise security risks?

Nothing over and above what you already do to secure your Wi-Fi access at home.

Is there any risk to people’s health through in joining BT FON community?

No. A recent report from the World Health Organisation has concluded that wi-fi broadband does not create adverse health effects. Also, BT takes health concerns seriously and we seek to ensure that our products and services are safe by abiding by the international safety guidelines recommended by the Health Protection Agency in the UK and the EU. All of our equipment has to conform to these guidelines.

The World Health Organisation fact sheet (May 2006) on this subject can be found at http://www.who.int/mediacentre/factsheets/fs304/en/index.html, its conclusions state:

What sort of bandwidth will visitors on my home hub get and will this effect my bandwidth?

The home user will always get priority and visitors will never get more than 512kbps.

512k is not very much. What's the point?

512kbps is ample for most on-the-go use which tends to be email or general web browsing.

It must reduce my bandwidth if someone else is using my system, right?

We prioritise bandwidth in favour of the hub owner. The bandwidth needed for services such as BT Vision or Internet phone calls are always prioritised for the owner of the BT FON home hub.

If I joined BT FON, will people know where I live?

No, coverage is displayed on the map as the number of BT FON members living within a postcode. Other members will not know which house the Wi-Fi signal is coming from.

TROUBLESHOOTING/HELP AND SUPPORT

Why can't I see a BT Openzone Wi-Fi network?

There are a number of reasons why you may not be able to view a Wi-Fi network.

1. You need to ensure that your PC or laptop is Wi-Fi enabled. This means either ensuring that your PC or laptop is configured correctly and has a Wi-Fi adapter which is installed correctly, or that the inbuilt Wi-Fi functionality on the device you are connecting through is switched on.
2. The hotspot that you are trying to connect through may have opted out of service and this is yet to be updated on the BT FON maps.
3. The customer may have temporarily unplugged or switched of their BT FON home hub.
4. You may be out of range of the BT FON signal that is being shown on the BT FON map.

I can see a Wi-Fi network but I am unable to connect to it?

It is possible that upon connecting to the Wi-Fi network, the BT Home Hub broadcasting the Wi-Fi signal has been turned off. In cases such as these, please relocate and view further networks that may be in range and connect. Alternatively you may have moved out of range of the Wi-Fi signal.

I have connected to a Wi-Fi network, but cannot see the landing page?

The landing page should automatically be presented to you after you have successfully connected to the Wi-Fi network and launched your chosen browser. If this does not load then you should type www.btopenzone.com into your browser. This will launch the landing page.

I don’t know where to find my username and password?

This is the primary e-mail account and password that was set up and communicated to you via e-mail when you first ordered BT Total Broadband. You should be able to find this information in the details that were sent to you by post or email when you first set up BT Total Broadband.

If you are still unable to locate your password please click here. To recover your Btinternet.com username please call: 0845 600 7030, select option 1 and follow the instructions. You will need the number of line on which you have your BT Total Broadband and your account number. These can be found on your BT Bill.

If I have had to change my password, how long after changing this will I be able to connect to the service?

This should happen straight away.

I have tried to login, but am getting an error page, why is this?

This can be due to a number of reasons:

• Check that your username and password have been typed in incorrectly – they are case sensitive.
• Check that you have joined the BT FON Wi-Fi community.
• Check that you have remaining minutes left for the month. BT Total Broadband customers are allocated specific minutes each month. Option 1 customers get 250 minutes, Option 2 customers get 350 minutes and Option 3 customers get unlimited minutes per month.

I have been disconnected while using the internet, why is this?

There are a number of reasons why you may have disconnected while using the Internet:

• You have become out of range of the Wi-Fi network.
• There are no more minutes left on the account.
• The Wi-Fi signal you connected to may have been switched off.

What happens if I forget to log off?

BT FON has built-in protection for customers which disconnects you from the Internet after 15 minutes if there is no Internet activity . This ensures that you do not run down your minute entitlement. BT FON also has a maximum session length of two hours but you can log back in if you need to.

I have closed the window that has the disconnect button on, how do I disconnect?

Open another browser, type in www.btopenzone.com and this page should refresh for you. You will then be able to disconnect from here by clicking the disconnect button.

I have run out of minutes, what can I do?

You can either upgrade to a higher BT Total Broadband Option and you will get your new allowance of minutes from the moment you upgrade. Option 2 gives you 350 minutes and Option 3 gives you unlimited* access. Alternatively, you can purchase additional minutes at http://www.btopenzone.com/buy or via the buy link on the landing page at a BT FON hotspot.

*(Option 3 customers get unlimited access in BT FON hotspots and 500 minutes per month in BT Openzone hotspots)

How do I check how many minutes I have left?

You can do this by going to www.bt.com/btfon, log in and go to the "status" tab.

With my BT Openzone minutes, I used to get access to T-Mobile hotspots such as Starbucks but BT Fon minutes do not give me access to these hotspots, why not?

The BT Fon proposition gives you access to BT Openzone hotspots and BT Fon Home Hubs, it will not give you access to any other wi-fi hotspots. We expect the BT Fon community to grow significantly and with already thousands of hotspots in the UK, BT Fon minutes should give you wi-fi access in lots of places across the UK. You can still purchase Openzone vouchers or subscription separately that will continue to give you access to T-Mobile hotspots.

I have recently opted-in, but I appear to have no minutes left when I check?

Your “minutes left” total will continue to show zero minutes until after the first time you log in at a hotspot. Once you have opted into a hotspot, you can then check how many wi-fi minutes you have left for the month.

I have recently opted in, why is my Home Hub still not enabled as a hotspot?

In some cases BT is unable to enable your Home Hub as a hotspot as expected within a couple of days. You will still be able to use your Wi-Fi minutes at other hotspots.

Does visitor traffic affect my usage allowance?

No it has no effect on your usage allowance.

When I log onto BT FON does this count against my home download allowance?

No, it does not count towards your home download allowance.

How do I check that I have joined the BT FON community?

You can do this by double clicking on the hub manager icon on your desktop or by opening your web browser and entering BT Home Hub into the address bar. Under the services menu and Wi-Fi community you will see either a green tick or a red cross. If there is a green tick you are a member of the BT FON Wi-Fi community.

LEAVING SERVICE

What happens if I leave the BT FON community?

If you leave BT FON you will no longer receive your allocated Wi-Fi minutes and you will not be able to share bandwidth with other members of the community or log on at BT Openzone. No other community members will be able share your home bandwidth.

What happens if I leave BT Total Broadband?

You will lose your Wi-Fi minutes and not be a member of the BT FON community through BT anymore.

BUYING MORE BT FON ACCESS

If I run out of my monthly BT FON minutes, can I buy more minutes?

If you used all your BT FON minutes for the month, you can buy more minutes through the landing page at a BT FON hotspot. You can either buy Wi-Fi minutes by sending an SMS text message or buying them online with a credit card. These will be FON minutes which can be used at BT Fon hotspots. You can also buy BT Openzone minutes online through the landing page. These will also give you access to the BT FON network.

How much does it cost me to buy extra BT FON minutes?

Purchase BT FON minutes through SMS text messaging will cost £1.50 and this provides you with one hour of Internet access. You can purchase FON vouchers online with your credit card for £3 which will provide you with access for 24 hours. BT Openzone has a range of vouchers that you can buy based on your usage needs.

OTHER QUESTIONS

When I join BT FON, where can I get access to broadband?

You can have access whenever you are in range of the Wi-Fi signal of another BT FON community member in the UK or around the world. BT Total Broadband customers who are members of BT FON can also have access at BT Openzone Hotspots. You can find where these hotspots are by looking at the map on www.bt.com/btfon.

What is the difference between a BT Openzone Hotspot and a BT FON Hotspot?

There is no difference to you when using the hotspots; however they are located in different types of places. BT FON hotspots are the Wi-Fi signals of home hubs other members of the BT FON community and BT Openzone hotspots are usually found in airports, hotels, stations and businesses around the UK.

How do I find a hotspot?

You can find hotspots by looking at the map on www.bt.com/btfon

The map suggests I should be able to connect to a network however I am unable to find a Wi-Fi network to connect to, why?

There are a number of reasons why you may not be able to view a Wi-Fi network.

1. You need to ensure that your PC or laptop is Wi-Fi enabled. This means either ensuring that your PC or laptop is configured correctly and has a Wi-Fi adapter which is installed correctly, or that the inbuilt Wi-Fi functionality on the device you are connecting through is switched on.
2. The hotspot that you are trying to connect through may have opted out of service and this is yet to be updated on the BT FON maps.
3. The customer may have temporarily unplugged or switched of their BT FON home hub.
4. You may be out of range of the BT FON signal that is being shown on the BT FON map.

When I look for a BT Fon hotspot on the map, it’s not exactly where it actually is, why not?

The location of the hotspot on the map is done by post code so the hotspot may not be shown precisely where it is. The map will show you the extent of BT Fon’s wi-fi coverage and the exact location of BT Openzone hotspots can be found at www.btopenzone.com

Can I use the service abroad?

Yes you can connect to broadband at any FON hotspot around the world - anywhere that you see the “FON_” Wi-Fi signal. Go to www.bt.com/btfon to see hotspot maps of the world.

Is there a number I can call to ask more questions about BT Fon

If your questions or queries are unable to be supported by our FAQs, please contact our helpdesk on 0870 240 5745 (Choosing the 'BT FON' option). However, you can also get more information by visiting the BT FON Forum sections at http://www.bt.com/btfon. If you want to buy Openzone or FON vouchers, you can only do this online.