This topic

BT Premium Whole Home WiFI with a 3rd Party Router

DamianG — Fri, 11 Jul 2025 09:37:13 GMT

I have changed to another broadband provider with a different router. I've connected my BT Premium Whole Home (White) WiFi discs and they are working as normal.

However I cannot get the BT Whole Home app to recognise them any more.

Is this expected behaviour since I am no longer using BT broadband?

Thanks in advance.

Re: BT Premium Whole Home WiFI with a 3rd Party Router

licquorice — Fri, 11 Jul 2025 09:42:27 GMT

No, the white discs are specifically intended for non BT customers.

I suspect your new router uses a different IP subnet and the app is trying to connect to the old address.

Try stopping and restarting the app.

Re: BT Premium Whole Home WiFI with a 3rd Party Router

DamianG — Fri, 11 Jul 2025 09:55:19 GMT

Thank you.

I have deleted the app and reinstalled it but it still does not work.

Re: BT Premium Whole Home WiFI with a 3rd Party Router

licquorice — Fri, 11 Jul 2025 10:06:31 GMT

Try giving the whw help desk a call

0808 100 6116

Re: BT Premium Whole Home WiFI with a 3rd Party Router

DamianG — Fri, 11 Jul 2025 13:22:20 GMT

This has now been resolved via Firmware updates.

Thanks again for the advice and telephone number.