This is the response I received from 'support':
"1. Disconnect Whole Home Wi-Fi from the Hub and then reboot the Hub. Connect back to the Hub and see if Ethernet devices now work correctly. If so, plug Whole Home back in and try connecting to it again.
2. If 1 doesn’t work, disconnect Whole Home Wi-Fi from the Hub and then factory reset the Hub (with the pinhole button at the back). Connect back to the Hub and see if Ethernet devices now work correctly. If so, plug Whole Home back in and try connecting to it again."
These are all things I have tried before but I have gone through the first item , in sequence and also re-installed the App on my iPhone. So far, the WholeHome Wifi works throughout the house but anything (other than the WholeHome, of course) that is dependant on an ethernet connection, either from my Smart Hub or one of the discs, does not function. In addition, my two smart TVs, a Beoplay V1 and a Beovision Horizon (yes, I'm a mug for new stuff!) will not work though the WholeHome, or the SmartHub either by ethernet or wireless; although Apple TVs will work with wifi, though not with ethernet.
That's it for now, as I am running out of steam but will rejoin the fray in the morning.
I was a bit surprised to see the Mods placing an 'ad' for Whole Home WiFi in this forum despite having separately acknowledged the problems with it and given the reports coming through that (a) it may not play nicely with the so-called Smart Hub and (b) BT support folk seem at a loss as to how to remedy that.
After the very unsatisfactory experience quite a lot of people have had with the HH6, I'd have thought it prudent for anyone attracted by Whole Home WiFi to give it six months to see if it settles down and consistently works properly. Or possibly rather more than six months, given the time it's taking to sort out the HH6.
So far, none of the 'fixes' for the WholeHome/SmartHub problems have worked and several amusing extra glitches have appeared. At the moment, I am connected to the WholeHome WiFi, with all other wireless networks turned off and wireless coverage and Internet connectivity seem OK; however, if I launch the App on my iPhone, it tells me I am not connected to the network and to go to 'Settings' to connect. It has done this many times before, even though all my Macs, iPhones and iPads connect fine. Also, I thought I would try to re-connect my Beoplay A6 wireless speaker to the WholeHome network. The 'setup' finds the network and says that the A6 is connected but when one tries to play anything through it, one is told that it cannot be found; this is similar behaviour to the problems connecting to a Beoplay V1 TV and a Beovision Horizon TV. Do BT have something against Bang & Olufsen?
I wonder if my demands are too much for the combined power and flexibility of the two devices? Has anyone else had similar problems?
BTW, my Hub has the latest firmware, as does the Whole Home!
I’m very sorry it hasn’t been smooth sailing for you with the Whole Home Wi-Fi. We have spoken to the helpdesk about your case in particular and I understand they are dealing with you directly to sort this issue out.
For the benefit of anyone else who runs into problems with the Whole Home Wi-Fi,
The Whole Home WiFi has a dedicated specialist helpdesk team who are able to assist with specific issues and set up problems. They’re available on Freephone 0808 100 6116 Monday to Friday between 9am and 5:30pm and Saturdays from 9am to 2pm. Alternatively they can be contacted via email: email@example.com.
We also have answers to your frequently asked questions on bt.com/wholehomewifi
*Calls from BT landlines are free, but calls from mobile and other operators may vary.
A belated update on the situation here! I have been away over the Festive Season but just before I went, a replacement SmartHub was sent to me; I did not have a chance to do anything with it and, in fact, I have yet to unpack it for the following reasons:
On my return, after a few days away, I discovered that both my Beovision Horizon and Apple TV were working over the Whole Home WiFi; in the office, my Apple Time Capsule, connected to my original Smart Hub via ethernet appears to be functioning properly and I have just turned on my Beoplay V1 and its ethernet connection to the Smart Hub seems to be good. I have yet to re-sync the Devolo but one of the points of 'upgrading' to the Whole Home was to pension of the Devolo.
The only wireless network I now have enabled is the Whole Home and it is delivering the same download speed (13.5Mb on BT Infinity - I live in a rural location!) throughout the house.
My Beoplay A6 still keeps losing its wireless connection (which it didnt before the 'upgrade') and I am not convinced about the overall stability of the network; time will tell.
Finally, I may have to consider adding more discs to the Whole Home WiFi, as I have a rather long house with a couple of very thick internal walls. Obviously, at £300 per set, this will only happen when I am completely confident in the new set-up.
I will hang on to the new SmartHub for a little while and keep this thread open just a little bit longer until I have complete satisfaction and confidence.
Thanks! All my devices are up to date and the only real issue now is my lack of trust in the stability of the system. As for the discs, they are all showing up as 'good' or 'excellent' on the App but I am aware that the one at the far end of the house is just hanging on to that status. I'd rather not wire them up but that is an option. Also, they are all on the ground floor of the house, so some more discs would give me the 'mesh' that, I gather, we are supposed to get from this system.
90% there, I think, so, fingers crossed!