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365 Emails on Macs using a Hub 3 not sending.



Mac customer's using e-mail addresses that have been migrated to our new outlook servers (Office 365) using a business hub 3 been having issues sending out e-mails lately. We have found a fix for this.

Before going ahead with this guide please note; this issue is only affecting customer's using hub 3's, if you have a different BT business hub or a router from another manufacturer then please check the settings have been entered into your mail client correctly, failing that call the Technical Help Desk. Also do make sure you have followed our guide on how to amend your account settings before going ahead with this fix.

Here is a step-by-step guide on how to fix the issue.

1. Click on the Apple icon in the top left hand corner of your screen.
2. Select "System Preferences".
3. In the window that opens up select the "Network" icon.
4. This opens a window that has all the different connections that have been set up on your Mac. Select the appropriate connection and click on the Advanced button in the bottom left hand side of the window.

NOTE: depending on if you using a wireless connection (Airport) or a cabled connection (Ethernet connection) you'll need to follow appropriate next step. If you use both then follow both steps.


5. - AIRPORT - Look for an "Airport ID" at the bottom of the window and take a note of the last four digits.
5. - ETHERNET - Click on the button "Ethernet" and look for an "Ethernet ID" and take a note of the last four digits.

6. Open up a web browser (Safari, Google Chrome, Mozilla Firefox etc.) and in the address bar type either http://btbusinesshub.home or http://home or (if that is the IP for your router).
7. If you've accessed your router settings before then skip this step, if not then you'll need to reset the administration password. You'll need to find the default admin password, located on the tab on the back of the router, and enter it the router. Then you'll need to enter a new password, re-enter it and enter a hint.
8. Click on "Settings" and enter in your admin password if you're prompted.
9. Click on "Advanced Settings" and click continue.
10. Click onto "Business Network".

11. You'll see a list of Physical Connections (Ethernet/cabled) and Wireless Connections (Airport). Devices appear with their Host Name (Bob's Mac, Jim's Computer etc.), their MAC code (Ethernet ID/Airport ID) and whether they are connected or not. If it doesn't have a Host name then it will display the device as "Unknown-xx:xx:xx:xx:xx:xx".

Here are some examples of how they might appear:

Unknown - 00:21:71:90:96:8f

Bob's Mac



Jim's Computer


12. Look in the appropriate list for your device by searching through the MAC codes (Ethernet ID/Wireless ID). Click on the name of the device.
13. Delete the "Business Network Name" and type in a new name. The name CANNOT contain any special characters or spaces just letters and numbers. A few examples of what it can be - Mac, mac1, MAC1. Just to note you cannot have two devices named the same, so bare that in mind when fixing multiple devices.
14. Scroll to the bottom of the page and click on Apply. Once the green tick appears beside the button then you know it's applied. If you have more than one device then follow the same follow steps 13 and 14 again for each one. 
15. Restart the Mac and your emails should be working fine.

Hope this helps.