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Unable to re-add Whole Home disc

NT1301 — Sun, 03 Dec 2023 18:06:26 GMT

Hi all,

I’ve had a three disc Whole Home extender running since late 2022. This year I added another disc and all seems okay for several months until one disc started to show up as disconnected on the management app. The first time this happened, I was able to remove the disc from the app and re-add it again. It seemed to work okay for a few weeks then became disconnected again. This time it fails to add to the mesh (error 042).
Reading some posts I’ve tried factory reset and tried using WPA to reconnect. Nothing seems to work.

Any suggestions much appreciated…

Re: Unable to re-add Whole Home disc

Keith_Beddoe — Sun, 03 Dec 2023 19:10:36 GMT

@NT1301

Welcome to this user forum for BT Retail phone and broadband customers.

It would be best to give the WHW product helpdesk a call on 0808 100 6116 ( Mon to Fri 9am to 5.30pm and Sat 9am to 2pm) or drop them an email to: btconnectedhome@bt.com and they'll be happy to help.

Not sure whether you are using a BT Home Hub as the router, if you are, then a full factory reset of the home hub may fix the problem, as its probably run out of internal allocations.

https://www.bt.com/help/broadband/how-do-i-reset-my-bt-hub-to-its-factory-settings

Re: Unable to re-add Whole Home disc

NT1301 — Sun, 03 Dec 2023 20:30:41 GMT

Thanks Keith,
I had planned on trying a full factory reset of all the devices, so I’ll probably try that first. If that fails I’ll see what suggestions BT have.
Cheers Nigel T

Re: Unable to re-add Whole Home disc

NT1301 — Wed, 13 Dec 2023 15:34:50 GMT

A factory reset of the router seemed to do the trick. Once reset, all discs were recognised and the previously disconnect disc was able to be reconnected.
Thanks for your help…

Re: Unable to re-add Whole Home disc

DavidM — Wed, 13 Dec 2023 17:24:21 GMT

Thanks for letting us know @NT1301 . We appreciate the update.

Cheers

David