This topic

Whole Home Wifi Premium cannot see devices connected to wifi / ethernet when on other connection

Cocksy — Mon, 27 Jun 2022 18:30:44 GMT

Hi,

I've had Whole Home Wifi Premium for a number of years, and both the app and firmware are updated to the newest versions (SGAB20832C and 3.14.8). I recently changed from BT (using as SmartHub 2) to Sky as my ISP, both on FTTP.

The problem I'm now having after the change of ISP (and router) is that any devices connected to the WiFi network cannot see anything connected via ethernet cable, and vice versa. This was never an issue when using the BT SH2.

All devices have an IP address in the same group (192.168.0.x), and devices can see other devices connected via the same method (i.e. ethernet connected devices can see other ethernet connected devices), but nothing can see any devices connected by the other method.

Any ideas what is causing this, and how to rectify it? I've restarted the router and discs a number of times, but without success - I'd rather not factory reset if I can help it as I have a number of groups and names all saved which I'd rather not re-enter unless there's no other way! Thanks in advance.

Re: Whole Home Wifi Premium cannot see devices connected to wifi / ethernet when on other connection

stevebrass — Mon, 27 Jun 2022 18:57:23 GMT

Are the Wi-Fi devices attached to the disc’s guest network?

Is there a network map on the router that shows connected devices?

Re: Whole Home Wifi Premium cannot see devices connected to wifi / ethernet when on other connection

Cocksy — Mon, 27 Jun 2022 19:13:30 GMT

Hi @stevebrass,

No, I don't have the guest network turned on and all wireless devices are connected to the main Wi-Fi network on the Whole Home Premium.

The new sky router shows all devices connected via both ethernet and WiFi, and all their IP addresses are in the same range (192.168.0.x).

[edited to clarify wireless devices]

Re: Whole Home Wifi Premium cannot see devices connected to wifi / ethernet when on other connection

Cocksy — Thu, 30 Jun 2022 18:41:46 GMT

anyone able to help out with this at all?

Re: Whole Home Wifi Premium cannot see devices connected to wifi / ethernet when on other connection

stevebrass — Thu, 30 Jun 2022 18:48:53 GMT

I think you might need factory reset of the discs.

Re: Whole Home Wifi Premium cannot see devices connected to wifi / ethernet when on other connection

Cocksy — Fri, 01 Jul 2022 16:02:45 GMT

Ugh - that's quite frustrating!

I'm guessing there's no way to save the groups and restore those settings only after a factory reset?

Re: Whole Home Wifi Premium cannot see devices connected to wifi / ethernet when on other connection

Cocksy — Fri, 01 Jul 2022 21:11:13 GMT

So the backup and restore functionality on the app seems to cater for exactly this, so i tried it and it worked.

However, factory resetting the discs hasn't fixed the issue of ethernet connected devices communicating with wirelessly connected devices.

Any other ideas on how I might be able to work out what's wrong and fix it?

Re: Whole Home Wifi Premium cannot see devices connected to wifi / ethernet when on other connection

Les-Gibson — Fri, 01 Jul 2022 22:34:01 GMT

I have no knowledge at all of the BT whole home products so this is purely a guess, don't shout at me if I'm wrong.

It sounds like your ethernet and Wi-Fi are operating on different sub-nets but this is where the guessing comes in because I have no idea how the whole home network gets it's network address, my thinking is that all your ethernet devices are, as you say, using subnet 192.168.0.xxx but your wholehome system is using (say)192.168.1..xxx

Re: Whole Home Wifi Premium cannot see devices connected to wifi / ethernet when on other connection

Cocksy — Sat, 02 Jul 2022 07:33:25 GMT

That is indeed the first thing I thought of, however all the devices have IP addresses in the same range 192.168.0.x.

If I connect one of the wireless devices to the WiFi on the sky router, it can see the devices connected via ethernet, but if it's connected to the whole home WiFi it can't.

There must be some way to sniff / search / investigate the network settings to identify what is causing this?!

Re: Whole Home Wifi Premium cannot see devices connected to wifi / ethernet when on other connection

Les-Gibson — Sat, 02 Jul 2022 12:15:03 GMT

The only other thing that comes to mind is the subnet mask, have you customised it or are you using the default

Re: Whole Home Wifi Premium cannot see devices connected to wifi / ethernet when on other connection

Cocksy — Sat, 02 Jul 2022 14:09:00 GMT

I've not got anything other than default settings in the subnet mask.

Re: Whole Home Wifi Premium cannot see devices connected to wifi / ethernet when on other connection

Les-Gibson — Sat, 02 Jul 2022 14:23:44 GMT

You can only have one disc connected to the router with the premium system, any other discs which for whatever reason also require an ethernet connection should be daisy chained off of one of the others, assuming that this is how you have yours setup then it sounds like a factory reset of one or other (or maybe both) is in order.

There will almost certainly be a method for backing up the router settings so that you can re-instate them with minimal effort and it would appear that there is also a way of backing up the Wholehome system

What is Backup and restore in the app?

This function lets you save your Whole Home Wi-Fi settings such as disc and wi-fi network names.

If required, you can then factory reset your system and automatically restore your original settings, just follow the app instructions.

BT Whole Home Wi-Fi FAQs - Whole Home Wi-Fi app | BT Help

Re: Whole Home Wifi Premium cannot see devices connected to wifi / ethernet when on other connection

Cocksy — Sat, 02 Jul 2022 16:24:12 GMT

Yeah, the backup and restore worked fine.

Only 1 disc is connected to the router and the other disc is connected via WiFi backbone. The discs and WiFi all work fine in isolation.

And I've done a full factory reset on both discs and the problem still remains.

Re: Whole Home Wifi Premium cannot see devices connected to wifi / ethernet when on other connection

Les-Gibson — Sat, 02 Jul 2022 18:01:26 GMT

It's sounding more and more like a router problem especially as you say it works OK with the BT router

Re: Whole Home Wifi Premium cannot see devices connected to wifi / ethernet when on other connection

Cocksy — Sat, 02 Jul 2022 18:18:13 GMT

I think you might be right. Any ideas what setting I need to be looking for and checking on the Sky router?

Re: Whole Home Wifi Premium cannot see devices connected to wifi / ethernet when on other connection

Les-Gibson — Sat, 02 Jul 2022 18:27:18 GMT

You might be better off asking that question here The Official Sky Help Forum | Sky Community

Re: Whole Home Wifi Premium cannot see devices connected to wifi / ethernet when on other connection

Cocksy — Sat, 02 Jul 2022 18:28:38 GMT

Ha ha - I'm 100% sure they'll say it's a whole home issue too!!!

Re: Whole Home Wifi Premium cannot see devices connected to wifi / ethernet when on other connection

Keith_Beddoe — Sat, 02 Jul 2022 18:40:24 GMT

@Cocksy

Try the product helpdesk.

Product helpdesk information

If your product is within warranty:

By phone: 0808 100 6116

Monday to Friday 9.00am to 5.30pm

Saturday 9.00am to 2.00pm

By email: btconnectedhome@bt.com

If your product is out of warranty, please call the Technical Help and Support Desk on 0808 100 6116

Re: Whole Home Wifi Premium cannot see devices connected to wifi / ethernet when on other connection

Les-Gibson — Sat, 02 Jul 2022 19:02:55 GMT

@Cocksywrote:
Ha ha - I'm 100% sure they'll say it's a whole home issue too!!!

Probably but you've already proved that the WholeHome system works with the BT router so you know that's not the case.

Which Sky hub do you have

Re: Whole Home Wifi Premium cannot see devices connected to wifi / ethernet when on other connection

RobbieBaron — Sat, 02 Jul 2022 19:19:15 GMT

The BT SH2 uses IPs of the range 192.168.1.x by default. So when you were using the BT SH2 did you either:

Change the IP range of the Whole Home Wifi Premium to 192.168.1.x to fit the BT SH2, or
Change the IP range of the BT SH2 to 192.168.0.x to fit the Whole Home Wifi Premium?

When the Sky router arrive it presumably was using IPs of the range 192.168.0.x ?

If so, it would clash with a. but mesh with b.

Or something along those lines.