This topic

Whole Home premium disc setup: Devices disconnecting.

redeye — Tue, 30 Nov 2021 12:05:08 GMT

Just asking if anyone has had similar issues or remedies for possibly me issue.

On 2 occasions in 4 days my devices are not able connect to my discs, I've had no issues like this since I can remember. Using a wired device and logging in, everything seems normal. here's a snippet from my log

2021-11-30 11:27:43 | 6 | WIFI | 209 | <Device Hostname> (06:30:86:5B:72:DD) has deauthenticated (<Reason>)

2021-11-30 11:27:52 | 6 | WIFI | 209 | <Device Hostname> (22:DE:72:D1:FB:F3) has deauthenticated (<Reason>)

2021-11-30 11:28:07 | 6 | SYS | 724 | ISM bus remote communication started.

2021-11-30 11:32:55 | 7 | WEB | 503 | 192.168.1.9 successfully logged out of the web interface with guest account

THESE ENTRIES WERE PRESENT BEFORE RESTART

2021-11-29 08:05:26 | 6 | WIFI | 209 | <Device Hostname> (96:F4:D2:7B:61:C5) has deauthenticated (<Reason>)

2021-11-29 08:05:50 | 6 | WIFI | 207 | <Device Hostname> (96:F4:D2:7B:61:C5) has authenticated successfully

2021-11-29 08:05:50 | 6 | WIFI | 206 | <Device Hostname> (96:F4:D2:7B:61:C5) has connected to the 5G network with signal strength -48

2021-11-29 08:06:53 | 6 | WIFI | 209 | <Device Hostname> (96:F4:D2:7B:61:C5) has deauthenticated (<Reason>)

2021-11-29 08:06:59 | 6 | WIFI | 207 | <Device Hostname> (22:DE:72:D1:FB:F3) has authenticated successfully

2021-11-29 08:06:59 | 6 | WIFI | 206 | <Device Hostname> (22:DE:72:D1:FB:F3) has connected to the 5G network with signal strength -78

BT app was unable to connect until I restarted one of the affected devices. My iphone wifi settings report no internet connectivity and details of router are missing?

thanks

Re: Whole Home premium disc setup: Devices disconnecting.

NeilO — Thu, 02 Dec 2021 16:42:15 GMT

Hi, @redeye I'm sorry to see you've had problems with your Whole Home premium discs. I've noticed you haven't had a response from other members of the community and if you still need support with this I'd recommend getting in touch with the helpdesk on the below contact details.

By phone: 0808 100 6116

Monday to Friday 9.00am to 5.30pm

Saturday 9.00am to 2.00pm

By email: btconnectedhome@bt.com

Thanks

Neil

Re: Whole Home premium disc setup: Devices disconnecting.

redeye — Thu, 02 Dec 2021 18:15:37 GMT

Thanks @NeilO , if it happens again I'll call the numbers you've linked.

Not had any devices drop since, fingers crossed.

Re: Whole Home premium disc setup: Devices disconnecting.

NeilO — Thu, 02 Dec 2021 19:12:53 GMT

@redeye no problem, if you email them the logs they may be able to tell you what happened.

Thanks

Neil