Mini Whole home wifi discs do not connect

[J0nb0y32]

I've been trying for the best part of the day to connect my two white discs. I've connected the first to the hub via ethernet and followed two different routes to connect the other, both confusion and both as per the BT app. Every time i try to connect the second, it says 'no connection' and asks me to move closer to hub. It still cannot connect when i'm right on top of hub. very odd.

I'm using the new network created by the router so i'm at a loss.

any help would be appreciated before i simply take the thing back

J

[Keith_Beddoe]

@J0nb0y32 

Are you using the correct version of the app, as there is one version for the white discs, and another for the black discs?

This page may help.

https://community.bt.com/t5/BT-Devices/Problem-with-Whole-Home-Wi-Fi-Read-this-first/m-p/1908749#M72...

[J0nb0y32]

thanks for the reply.

Yes i feel i am. I got the link from the instruction manual in the box. i've read the linked file but still no solution i'm afraid.

[NeilO]

Hi @J0nb0y32, welcome to the community and thanks for posting, I'm sorry to see you're having problems setting up your mini whole home wifi discs. Have you tried resetting the discs by pressing the factory reset button with a pin or paper clip and then follow the setup process again?

[J0nb0y32]

Hello @Neil0, thank you.
I haven't as a matter or fact. i'll do that now.
i'll come back with an update

[J0nb0y32 · Accepted solution]

ok - update. It has worked!
This time when i set it up, i connected first to the remote disc and not the one connected to the hub. Having gone through multiple points in house that said no connection before, it for some reason connected after i rebooted for the second time. i still get this strange feeling it has worked due to the power of the gods and not what i have done, however i'm up and running. Thanks Neil0 for the help - greatly appreciated.

[Darren_B]

Hi J0nb0y32,

Sorry that you had issues setting up your Mini Whole Home, but glad you've managed to get up and running.

Typically when the "Not connected" is shown during the Location Checker it's either because you're out of range of the First disc, or that your mobile has reconnected back to your original Router/Hub instead of the Whole Home.

Please do post back here if you have any other issues, questions or even feature requests.  We're always keen to get feedback, particularly for newly launched devices to help us improve your experience.

Thanks

Darren_B

[NeilO]

Hi @J0nb0y32, brilliant I'm really glad that worked.

[J0nb0y32]

yes thanks. 

I've been using it now for 12 hours and it works very well. I think the the problem is the BT app. It cannot keep up when you move from room to room and always displays information that suggests there is no connection. Struggles to update, constantly pings the red and blue dots. However, the reality is quite different. 

I shouldn't complain.

thanks again. i'd have taken it back if it weren't for this message board. 

[rlansdowne]

I have a related problem.

I have 6 disks. The main idea being that I wish to cover spots that cannot be reached from the original hub. Everything goes OK until I wish to 'relocate' a disk from configuring it close by the original disk to a spot that is out of range of the original disk but has very good coverage from an existing disk (e.g. -64dbm). The connection to the original disk is flakey & bouncing around between -80dbm & -85dbm with an orange LED and the app complaining. Really annoyingly, it drops in and out so, the devices that connect to it are left orphaned until it connects again.

Essentially if I just plug the disk in it will try to connect to the first disk and absolutely refuse to connect to the nearest disk to it. If I choose 'relocated disk' in the app I just end up in an infinite loop with the testing of the location giving me 'no connection' where 'try again' is the only option. 

I suspect that the problem is that my phone connects to the closer disk and the app appears to rely on a direct connection to the original disk. Even if I walk back and stand next to the original disk, it still says that it cannot 'see it' because the signal strength to the second disk that the phone is connected to remains too strong.

The basic problem is that the app absolutely refuses to let me install a disk that is out of range of the first disk even though it is well within range of one that is already connected to it. The ability to mesh is an absolute requirement and I dont understand why the app makes it so difficult.

I cannot find any way (via app or web page) to command a disk that has been installed to perform a scan of the potential connections to all the other disks and choose a better one.

What is is the secret?.... before my family throw out all their toys and put these disks in the bin 😞