This topic

BT Whole Home Hub Wifi App not recognising network all of a sudden

scottyrobson — Sun, 26 Feb 2023 18:26:46 GMT

Hi,

I have a network of BT Whole Home Wifi Hubs in my house and they appear to be working ok, with everything connected to them in the house. However, my Whole Home Wifi App (all of a sudden) doesn't see the network?!? It was working before, but when I went to check my network setup today, my app doesn't see the discs, despite my iPhone being connected to the wifi network it's supposed to be. I've tried reseting all of my discs and reset my router too, but to no avail. My network is working though, as everything is connected in my house. What could be the problem here? Thanks.

Re: BT Whole Home Hub Wifi App not recognising network all of a sudden

countrypaul — Sun, 26 Feb 2023 18:33:25 GMT

Have you restarted your iPhone? Might be worthwhile if you haven't as you appear to have restarted most other things.

Re: BT Whole Home Hub Wifi App not recognising network all of a sudden

scottyrobson — Sun, 26 Feb 2023 18:35:56 GMT

Hi, thanks for your reply. I've restarted EVERYTHING! 😉

Re: BT Whole Home Hub Wifi App not recognising network all of a sudden

countrypaul — Sun, 26 Feb 2023 18:44:21 GMT

OK, I'm not familiar with the App you are using, but from your first post it immediately struck me from what you described that the problem was likely o be at the App end of things, and having reset everything else but not mentioned the iPhone it struck me as an obvious move - but so obvious you thought so too it seems!

Have you changed any settings on the iPhone /App recently? Is you iPhone using random MAC addresses - not sure why that would cause a problem, but might be worth disabling on your home network to prevent problems with your router running out of addrress space.

Re: BT Whole Home Hub Wifi App not recognising network all of a sudden

scottyrobson — Sun, 26 Feb 2023 19:22:37 GMT

I've not changed any settings that I'm aware of. I've reinstalled the app now, and even though I'm connected to the wifi network it's supposed to manage, the app isn't recognising any discs on the network. No idea what's going on, but it means that I can't manage the network any more!

Re: BT Whole Home Hub Wifi App not recognising network all of a sudden

gg30340 — Sun, 26 Feb 2023 19:23:35 GMT

Try a factory reset of the Smarthub by pressing a pin into the recess button on the rear for about 20 seconds. This can often sort out problems.

If you have set up port forwarding or any other things other such as fixed IP addresses to individual devices carry out a back up of the settings, found in the advance settings , so that you can restore them if needed.

Re: BT Whole Home Hub Wifi App not recognising network all of a sudden

Keith_Beddoe — Sun, 26 Feb 2023 19:49:12 GMT

https://community.bt.com/t5/BT-Devices/Problem-with-Whole-Home-Wi-Fi-Please-read-this-first/td-p/2026732

Re: BT Whole Home Hub Wifi App not recognising network all of a sudden

scottyrobson — Sun, 26 Feb 2023 19:59:00 GMT

Thanks Keith, but I've done all of that and still the app doesn't see the discs, even though the discs are working fine, internet is connected everywhere and I'm connected to the correct wifi on my device. I'm stumped! And I can't check the firmware without connecting on the device!

Re: BT Whole Home Hub Wifi App not recognising network all of a sudden

scottyrobson — Sun, 26 Feb 2023 20:00:12 GMT

I'm reluctant to do a full factory reset, as I have 5 discs in my set up and it's a right ball ache! I wouldn't mind normally, but the network appears to be working fine, it's just the app that won't connect to it.

Re: BT Whole Home Hub Wifi App not recognising network all of a sudden

gg30340 — Sun, 26 Feb 2023 20:15:08 GMT

@scottyrobson wrote:

I'm reluctant to do a full factory reset, as I have 5 discs in my set up and it's a right ball ache! I wouldn't mind normally, but the network appears to be working fine, it's just the app that won't connect to it.

Your choice.

Re: BT Whole Home Hub Wifi App not recognising network all of a sudden

Keith_Beddoe — Sun, 26 Feb 2023 21:09:45 GMT

@scottyrobson

If your iPhone is presenting a different MAC address to the app, then the app may not link to the discs. Turn off private addressing (MAC randomisation) so that the true hardware MAC is being presented. Leave it that way.

You may need to re-install the app so that it associates with the iPhone hardware MAC address. See if it helps.

Re: BT Whole Home Hub Wifi App not recognising network all of a sudden

scottyrobson — Sun, 26 Feb 2023 21:38:04 GMT

Hi Keith,

I've turned off private addressing on the wifi information, and i even turned off private relay, but still getting the same.

Re: BT Whole Home Hub Wifi App not recognising network all of a sudden

Keith_Beddoe — Sun, 26 Feb 2023 21:40:35 GMT

Did you re-install the app?

Which BT Home Hub version are you using, I assume you are a BT Broadband customer, as this is a BT broadband forum?

Re: BT Whole Home Hub Wifi App not recognising network all of a sudden

scottyrobson — Sun, 26 Feb 2023 21:45:47 GMT

It's not a BT Home Hub, it's a Vodafone one (I used to be a BT Broadband customer, but not for some time now). And it was working perfectly well when I last checked a few weeks ago. And like I said, the network is working as all of my devices in the house are connected to it. It's just the app that's stopped recognising the Whole Home Wifi discs.

And yes, I did reinstall the app.

Re: BT Whole Home Hub Wifi App not recognising network all of a sudden

Keith_Beddoe — Sun, 26 Feb 2023 22:01:29 GMT

If it had been a home hub I would have suggested a factory reset of the home hub. As you are with Vodaphone I cannot really suggest anything, but I suppose you could always factory reset the Vodaphone router, just in case its having internal routing issues. Remember the app has to route to the primary disk via the router, so a loss of internal routing will stop it seeing the disk.

I suppose you could always look on the Vodaphone user forum to see if anyone is using the same disk system.

https://forum.vodafone.co.uk/

Re: BT Whole Home Hub Wifi App not recognising network all of a sudden

ChrisSSS — Tue, 28 Feb 2023 09:02:47 GMT

Just adding some support here that I've recently discovered the exact same problem:

1. The Whole Home App can no longer detect the discs, even though it's on the wifi network. It was working 2-3 weeks ago.

2. My whole home network continues to work completely fine with 4 discs

3. I use the discs for my wifi but the router is a virgin hub

I'm on android, and I've also discovered that the mybtdevice.home address does not resolve either.

I assume it's an update on the app that has caused this...

Re: BT Whole Home Hub Wifi App not recognising network all of a sudden

ChrisSSS — Wed, 01 Mar 2023 08:10:19 GMT

Quick update on my thinking: if the btdevice.home address is no longer working then I guess it's more likely a change with the discs?

Re: BT Whole Home Hub Wifi App not recognising network all of a sudden

scottyrobson — Wed, 01 Mar 2023 09:48:02 GMT

Hi there,

Update from me...

I phoned the BT helpline 1st line support and they couldn't get me to do anything I hadn't already done, and they were unable to tell me the problem, but they gave me the email btconnectedhome@bt.com to send my logs to, who are the 2nd line support who can look into it in more detail. I've yet to do this, but will be doing today.

They also told me to use http://btwhole.home to access my disc network from a browser, which has worked for me. So at least I can manage my network via my laptop just not from the app. So try this ChrisSSS.

Edit: Oh, and you can export your logs from http://btwhole.home to send to 2nd line support if you want to do the same.

Re: BT Whole Home Hub Wifi App not recognising network all of a sudden

DarrenDev — Wed, 01 Mar 2023 11:04:00 GMT

I experienced this issue with my 1st gen WHW recently too (from an Android phone).
I've found that the app now only works if I connect to the BT Hub SSID, rather than the WHW SSID. My initial assumption was that it was a security feature, to prevent management of the network from the "outside" ... though that would be bizarre for a home product.

Re: BT Whole Home Hub Wifi App not recognising network all of a sudden

ChrisSSS — Wed, 01 Mar 2023 11:18:14 GMT

Thanks, unfortunately http://btwhole.home does not work for me either. Seems I might have an additional problem happening 😕