BT Whole Home Wifi disc powers off when ethernet cable is connected

[Kanazawa-Haku]

Hello,

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.

[NeilO]

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.

[Kanazawa-Haku]

Dear @NeilO ,

Thank you for your reply. I forgot to mention that I had already tried a factory reset but it made no difference.

[NeilO]

Hi @Kanazawa-Haku, no problem I'm sorry that didn't work. Can you follow these steps?

1. Uninstall or delete the app from your tablet or smartphone
2. Turn off the discs that aren't directly connected to your hub (router)
3. Factory reset the disc connected to your hub (router) - use a pin or paper clip to press the factory reset button on the rear of the disc for about one second
4. Wait for the LED to turn purple, flashing blue then solid blue
5. Turn off this disc
6. One by one turn on the other discs and factory reset them. Wait for the blue flashing LED, then turn off
7. Once all discs have been reset, download and install the app from your app store
8. You can now open the app and follow the set up instructions. Don't turn on your discs until prompted by the app

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: btconnectedhome@bt.com

[Kanazawa-Haku]

Thank you @Neil0. I will try these steps.

[Anonymous]

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

[Kanazawa-Haku]

Thank you everyone. I have tried the various solutions but none worked.

I believe the discs may have been faulty and have returned them.