I have just received a BT Whole Home Wifi three disc set and am trying to get it set up. When I connect the ethernet port of a disc to the ethernet port of my SmartHub and try to turn it on, the disc will not power up. However, the purple light does come on when I disconnect from the SmartHub. This happens with all three discs.
I have checked the ethernet port of the SmartHub by connecting a laptop to, and it works fine.
This is quite bizarre. Anyone encountered something like this before?
Thank you very much.
Hi, @Kanazawa-Haku welcome to the community and thanks for posting, I'm sorry you're experiencing difficulties setting the discs up. I'd recommend trying a factory reset on the Hub and discs then follow the setup process again using the whole home wifi app.
Use a pin or paper clip to press the Factory Reset button on the back of the disc and Hub for about one second.
Dear @NeilO ,
Thank you for your reply. I forgot to mention that I had already tried a factory reset but it made no difference.
Hi @Kanazawa-Haku, no problem I'm sorry that didn't work. Can you follow these steps?
If you need further help after trying these steps I'd recommend getting in touch with the Whole home wifi team.
By phone: 0808 100 6116
Monday to Friday 9.00am to 5.30pm
Saturday 9.00am to 2.00pm
By email: email@example.com
How many discs are you trying to connect to the hub by cable?
My limited understanding is that you can connect a maximum of 2 discs to the hub by cable with Wholehome WiFi and only 1 if it's Premium Wholehome WiFi
Edit: See https://www.bt.com/help/user-guides/bt-whole-home-wi-fi-faqs---set-up-and-installation
Thank you everyone. I have tried the various solutions but none worked.
I believe the discs may have been faulty and have returned them.