Unable to link 4th Whole Home Wi-Fi Disc - Help

[sanj2000]

Hi All

I've had a 3 disc setup Working for 12-18m, I've been given a 4th disc by a friend and not been able to add to my setup.
Here is what I've done so far:

1. Powered up Disc - OK
   Plugged in disc via ethernet cable - OK
   Blue light steady on disk - OK
   Followed the guidance via the app to add the disc - Fail
2. Factory Reset on 4th disc with Ethernet cable plugged into modem (Netgear Modem)
   Red light flashes - OK
   Blue light steady on disk - OK
   Followed the guidance via the app to add the disc - Fail

I also added the 4th disc into the back of one of the other discs and can can see the disc in the device list, so I presume it's working ok.

I simply can't get the setup to recognise that I've added a new disc.

Any ideas on what I can try next or can someone point out what I've not done correctly

Thanks
Sanj

[NeilO]

Hi @sanj2000 welcome to the community and thanks for posting, is the disc you have been given the same model as your other wifi discs? 

Thanks

Neil

[sanj2000]

Hi Neil
As far as I can see visually, yes they are.
When I did plug the disc in to the back of one of the other discs, the name did appear as BT-Whole-Home-4e8

Thanks
S

[JohnC2]

Hi @sanj2000, thanks for posting back. The Whole Home Wifi discs (WHW) for Premium and standard may look the same but can't be mixed. It would be best for you to contact the WHW product helpdesk on 0808 100 6116 as they'll be best placed to help you.

cheers

John