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BT Premium Whole Home vs Toob

markc276 — Mon, 02 Jan 2023 12:29:57 GMT

Hi all,

Having recently moved property and changed from Virgin broadband to Toob it does not appear to support my BT Premium Whole Home wifi extender discs (they worked pretty well with the Virgin kit). Have tried everything simple - lots of re-starts, factory resets (router and BT kit) and even had a new set of discs sent out.

- The first BT disc intermittently connects and you can connect to it to use the wifi - so far so good(ish) BUT

- The app won't connect to it at all and I can't connect to it using bt.whole.home (or the direct IP address allocated to it from the Toob router). I am therefore unable to update the firmware on the disc(s) or add other discs

- Secondary discs won't connect manually using the non-app method and even if they did the main disc will lose internet regularly so wouldn't be much use

- Most bizarrely, when the BT disc is connected it also disrupts the Toob router and causes loss of internet to even the ethernet connections hard-wired to the Toob router!

Has anybody got any experience of the discs working with Toob or any suggestions? (nothing obvious looking to do in the Toob router settings).

Thanks in advance!

Re: BT Premium Whole Home vs Toob

imjolly — Mon, 02 Jan 2023 12:33:10 GMT

have you tried toobs customer support as you are more likely to get help there

https://www.toob.co.uk/support/

Re: BT Premium Whole Home vs Toob

markc276 — Mon, 02 Jan 2023 14:19:44 GMT

Thanks - yes I have and they suggested talking to BT support (I have talked to both). Think I'll just invest in some alternative tech but probably worth anyone thinking about using the BT kit with Toob knowing that it is NOT COMPATIBLE.

Re: BT Premium Whole Home vs Toob

licquorice — Mon, 02 Jan 2023 16:19:11 GMT

I really can't see how it is not compatible, it is completely agnostic to whatever it is connected to.

Re: BT Premium Whole Home vs Toob

Sraw27 — Mon, 01 May 2023 18:49:11 GMT

I have recently moved to Toob and have the same issue, what tech did you buy to resolve your issue?

Re: BT Premium Whole Home vs Toob

NeilO — Tue, 02 May 2023 07:41:18 GMT

Hi, @SrawBy welcome to the community and thanks for posting, I'm sorry to see you're experiencing issues with your BT Premium Whole home wifi discs.

I'd recommend getting in touch with the Whole home wifi helpdesk on: 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: BT Premium Whole Home vs Toob

Sraw27 — Tue, 02 May 2023 19:58:20 GMT

Ok I’ll call tomorrow and report back on here what the outcome is.

Re: BT Premium Whole Home vs Toob

DanielS — Wed, 03 May 2023 09:43:18 GMT

Thanks very much @Sraw27.

It'll be good to see how you got on.

DanielS

Re: BT Premium Whole Home vs Toob

Sraw27 — Thu, 18 May 2023 10:30:52 GMT

Spoke to BT and they also couldn’t help. They couldn’t understand why it wouldn’t work, so exactly the same as what TOOB said. There has to be a reason why this is happening.

I still have my virgin internet connected and I have reset the discs up to that straight away.

can anyone else help or give any technical advice on why I’m having this issue.

Re: BT Premium Whole Home vs Toob

licquorice — Thu, 18 May 2023 10:39:01 GMT

Try setting the discs up with the 2.4Ghz Wifi turned off on the Toob router, or actually completely turn off Wifi on the router.

Re: BT Premium Whole Home vs Toob

Sraw27 — Thu, 18 May 2023 10:40:01 GMT

If I turn wifi off on the hub how will I connect to it?

Re: BT Premium Whole Home vs Toob

licquorice — Thu, 18 May 2023 10:41:52 GMT

The first disc needs to be connected via Ethernet. The discs are intended to be used as a standalone mesh with wifi disabled on the prime router.

You can obviously still also connect to the Toob router with Ethernet to your laptop.

Re: BT Premium Whole Home vs Toob

Sraw27 — Thu, 18 May 2023 10:44:53 GMT

Ok I’ll give that a go

Re: BT Premium Whole Home vs Toob

licquorice — Thu, 18 May 2023 10:50:53 GMT

Factory reset the discs before trying to connect as the Virgin and Toob IP subnets are probably different.

Re: BT Premium Whole Home vs Toob

Sraw27 — Thu, 18 May 2023 11:11:17 GMT

Yeah I am just in the process of doing this

Re: BT Premium Whole Home vs Toob

Sraw27 — Thu, 18 May 2023 11:29:29 GMT

Done this followed the app guide and when I try to connect to the main disc, it connects then unable to detect disc.

discs have been factory reset, disc is connected via Ethernet and is connected to mains, wifi is off on the main TOOB router.
I don’t know what else to try as all this equipment works from my current virgin router!!

Re: BT Premium Whole Home vs Toob

licquorice — Thu, 18 May 2023 11:33:16 GMT

Nor do I, I'm afraid. The problem clearly lies with the Toob router however as the discs work ok with Virgin and other providers.

Can you borrow a third party router to see if that works ok with Toob broadband (perhaps from Amazon 😉)

Re: BT Premium Whole Home vs Toob

Sraw27 — Thu, 18 May 2023 11:34:28 GMT

My phone shows me connected to the BT discs for a few seconds then it disconnects when I’m in the app trying to connect to the first disc??

Re: BT Premium Whole Home vs Toob

Sraw27 — Thu, 18 May 2023 11:44:56 GMT

I can connect to the wifi signal, but won’t connect to the disc, and the wifi signal drops when trying to connect to the disc. So strange

Re: BT Premium Whole Home vs Toob

Sraw27 — Thu, 18 May 2023 11:47:01 GMT

I’m connect right now and using the wifi from the disc to sent this message but as soon as I go in the app to connect to the disc it kicks me off