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App doesn't recognise network in house

Davidchelmsford — Sun, 21 Feb 2021 01:00:24 GMT

Have set up new hub and disc for complete wifi. All working fine except app does not recognise the network and keeps telling me not connected. Have deleted and downloaded app 3 times, switched off and rebooted hub several times. All to no avail. Any iseas on how to get this app working as it should would be much appreciated

Re: App doesn't recognise network in house

NeilO — Sun, 21 Feb 2021 09:31:42 GMT

Hi @Davidchelmsford welcome to the community and thanks for posting, did you use the app to set up the disc?

I'd recommend factory resetting the Hub and disc by pressing the recessed reset button with a pin. Then follow the instructions on the My BT app to set up the disc from scratch. On the home screen, select More, Your wi-fi network and then Set up new disc.

Thanks

Neil

Re: App doesn't recognise network in house

Davidchelmsford — Sun, 21 Feb 2021 12:10:03 GMT

I set up the disc without the app. The hub and disc were working fine. I could see what was connected to where by using the hub manager. However, I did not have the app working. Have disconnected the disc, factory reset the hub, disc still not set up. Tried app and get message to say It wasn’t possible to connect to the network. Try restarting hub etc. Done all that and nothing. App not connecting. Any other suggestions?

Re: App doesn't recognise network in house

NeilO — Sun, 21 Feb 2021 12:23:04 GMT

Hi @Davidchelmsford I'm sorry that didn't help but thanks for giving it a go. Do you have a complete wifi subscription on your BT account or was the disc purchased separately?

If you have a subscription can you try the Complete wifi troubleshooter on this link to see if it picks up anything? You'll need to log in with your BT ID and password.

Thanks

Neil

Re: App doesn't recognise network in house

Davidchelmsford — Sun, 21 Feb 2021 12:46:49 GMT

Tried that but no help. Am using an ipad. Downloaded app to android phone and have set up with that but cannot use the app successfully on the ipad. Now I need more discs

Re: App doesn't recognise network in house

Davidchelmsford — Sun, 21 Feb 2021 13:39:18 GMT

Have managed to speak to BT. Say they know of problem with apple products and are resolving so need to wait for app update

Re: App doesn't recognise network in house

NeilO — Sun, 21 Feb 2021 14:08:50 GMT

Hi @Davidchelmsford, thanks for posting back with the update. Did they help you with getting another disc?

Thanks

Neil

Re: App doesn't recognise network in house

Davidchelmsford — Sun, 21 Feb 2021 14:33:33 GMT

One sorted to come in a couple days thanks. Maybe all will be sorted