Whole home WiFi are white discs. You buy the mesh network yourself, three discs £179.
Complete home WiFi are black discs. £5 per month extra charge.
I have just changed from Ultrafast to Ultrafast 2.
I had the three white whole home discs so thought all would be fine... No! The white discs work differently with new hub and the hub needs the black discs.
I called BT and was told don't worry we will send you a black disc. As I live in a old house I knew one disc was not going to be enough, so I called to get another one, i didnt receive it. I called again and I was told that's strange your not on the complete wifi package... Don't worry I will look into it, 52 minutes later I was told I would have to pay extra £5 pounds per month, I said i am in my 14 day cool off period, can i revert back to what I had, yes and this would be done.
A few days later, still on the higher package and I noticed on my bill I had been charged £100 for whole home WiFi disc??? I called again and they couldn't understand it either as Complete (black) and whole home (white) are different.
The whole thing is a shambles.
My options are pay £54.99 per month and stay with whole home (three white discs) which cost me £179 pounds and reduced speed - or lose whole home discs and pay £5 extra per month for one complete WiFi disc and faster speeds so £64.99 total and lose £179 - Or go for Hyperoptic 1gbps £29.99 per month including phone...
What a complete faff.. all these years with BT and nothing changes.
I just wish BT held their hands up and said the first smart hub was really bad and wifi was total rubbish but for customers who can prove they paid for whole home (receipts etc), if they send their white discs in we will replace with complete home and provide the new hub...... Then if we want the higher speed we pay.
At the moment I feel ripped off!
