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BT Whole Home Premium - Unstabl

c000099 — Sat, 16 Oct 2021 10:17:54 GMT

Hi.

I'm experiencing some very weird issues with my new 3 disc setup.

The 2 slave discs regularly disconnect,
App connect find any discs despite status light showing blue
App displays no internet connection, then its fine, then its not, then its fine etc. etc.
Occasionally I see the standard SSID 'BTWholeHome-C5T5' advertised, even though I changed the SSID which is also displayed.
When I do get a period of stability the network speed fluctuates to the point that I suffer buffer face when I'm watching Netflix's for example.

I have tried the following:

Reset all 3 discs to default settings using reset button
Reconfigured all 3 discs after following reset.
Updated firmware of all 3 discs to latest.
Ensured the connection between the discs has status Excellent.

Anyone got any suggestions, I work from home to need to reliability which I assumed I would get from BT labelled kit.

Thanks

Mike

Re: BT Whole Home Premium - Unstabl

NeilO — Sun, 17 Oct 2021 10:32:23 GMT

Hi, @c000099 I'm sorry to see that you're experiencing problems with your Whole Home wifi set up. I can see you've tried everything to stabilise the system and I'm sorry this hasn't worked and I'd recommend that you get in touch with the helpdesk for specialist support.

Phone: 0808 100 6116 Monday to Friday 9.00am to 5.30pm. Saturday 9.00am to 2.00pm

Email: btconnectedhome@bt.com

Thanks

Neil

Re: BT Whole Home Premium - Unstabl

richardar1969 — Mon, 25 Oct 2021 10:07:34 GMT

You are not alone in having problems with streaming services buffering.

I contacted BT’s telephone support with the same problem but they were unable to help and suggested that I email technical support. They were also unable to help and offered to escalate to their second line support team over two weeks ago but I have heard nothing.

It is particularly frustrating as my setup had been mostly working for the past two years until these recent firmware updates.

Re: BT Whole Home Premium - Unstabl

c000099 — Mon, 01 Nov 2021 20:55:59 GMT

Hi. Thanks for the response, but I just wanted to comment that you have set the status to solved and it's not, even after contacting the support desk.

Re: BT Whole Home Premium - Unstabl

foz — Tue, 02 Nov 2021 14:28:23 GMT

not sure what version firmware you have installed, you may want to use early adoption and install 22A you can find the thread here: https://community.bt.com/t5/BT-Devices/Premium-amp-Whole-Home-Wi-Fi-6-SGAB-C20822A-now-live/td-p/2184945

Re: BT Whole Home Premium - Unstabl

c000099 — Fri, 05 Nov 2021 11:47:09 GMT

I updated to the latest firmware version and things got much worse, primary router kept going down / rebooting every 10 mins. So I reset everything and rolled back to SGAB20822C which I find more stable.
I've been determined to try and solve this by trying different scenarios. My routers seem much more on SGAB20822C with guest WIFI turned off. If I try and turn it on the router simply reboots after saving the settings and when its back up the WIFI is set to disabled. Nothing in the log files. In fact the level of logging seems quite high, would be good if there was an option capture more detail.

Re: BT Whole Home Premium - Unstabl

c000099 — Fri, 05 Nov 2021 11:49:30 GMT

Just to add before someone suggests turning guest off 🙂 I do actually need it as I have lodgers 🙂

Many thanks

Re: BT Whole Home Premium - Unstabl

foz — Mon, 15 Nov 2021 09:13:41 GMT

It would have been a better solution to factory reset after the downgrade was completed, clearing the nvram is always better when firmware changes have been completed, you cleaned it then restored firmware to an earlier version, this is counter productive as it can leave parts behind from previous firmware versions. i recommend you factory reset and set up from fresh.

Ensure your router wifi is turned off when using white BT WH disc's.

Re: BT Whole Home Premium - Unstabl

Gspinks — Sun, 28 Nov 2021 08:30:38 GMT

Are you still having issues? My Bt whole of home discs which worked perfect for 4 years starting to have issues. Have one in kitchen with ‘excellent connection’ status that has started randomly dropping out in the last week. The two other slaves are having no issues. Very random.

Re: BT Whole Home Premium - Unstabl

c000099 — Fri, 24 Dec 2021 11:42:15 GMT

Yes - still lots of issues.

I have 4 disc's in total so not a cheap investment.

One disc simply won't work, starts up, the led stays red and the whole home software can't find the disc when I try and add it. I've reset it and tried all the other tips and tricks to try and fix this issues, so it's going back for a refund.

I removed the third disc because for some unknown reason it causes the entire network to drop out, again applied all the tricks to fix it. Removing it made the remaining two discs more stable.

The second disc is up and running, but doesn't allow any devices to stay connected, some briefly do but get passed on to the main first disc. I have actually stood next to the second disc and still experience this issue,

So I am left with poor wifi in certain parts of the house as a compromise to get some sort of stability, but even then I am rebooting the first hub every other day as devices like Alexa lose their connection even though other devices work fine. Almost as if the connection between the device and the disc become stale.

I've worked in IT for over 20 years so have the experience installing kit into data centres. These discs are incredibly unreliable, the level of detail in the logs is not sufficient to find the root cause.

I have reached out to BT support but found the response quite unhelpful given the significant issues I am having.

I will have one last attempt in the new year, but the amount of effort & time required to get these working is simply not worth it.

Re: BT Whole Home Premium - Unstabl

Gspinks — Sat, 12 Feb 2022 17:08:48 GMT

Did you get anywhere? Mine got better when legacy steering turned off but after being ok for 2 months suddenly having lots of issues. All started with the November firmware update.