Welcome to the Community!
Have you read this post and tried the steps?
yes I did give all of that a try, I don't seem to be able to factory reset the disc which feels like it might be the solution .
Sorry for my delay in getting back to you. Just checking you managed to fix this?
According to this article:
How can I reset my Whole Home Wi-Fi to the default settings?
If you need to reset the discs to factory default settings you can do this using the pin hole on the back of each disc:
I would recommend the use of a paperclip.
If that is not working for you, another form member suggested the following:
My method was to turn them on and wait until the light turned solid blue (or red if not network connected). Then press and hold the reset button in for 10 sec. Release. The light should flash red momentarily, then go off. It will come back on again after 10 -15 secs as purple and go through its boot sequence and you should find it broadcasting its original SSID.
thank you for your reply. The problem is it never goes solid blue or red. It's always purple. The reset button doesn't seem to do anything. Sometimes it will flash red once and reboot again but that's it. It seems to be stuck in some kind of reboot cycle.
I guess if those steps haven’t worked, and the light is always purple, then the device may be faulty.
You can call the Helpdesk on: 0808 100 6116, and see if they can help. They come with a three year warranty so if you have proof of purchase you can see about a repair / replacement.
thanks for the information so yes I agree it's faulty. So I called the help desk and spoke to a super unhelpful lady there who told me to take it back to the retailer. Problem there is it's a 2nd hand purchase from eBay. She wouldn't acknowledge if it was still under warranty and flat out refused to help saying it should go back. I can't imagine that the ebay seller will help me.
She is telling me if I want to complain about it I should go to BT with a complaint.
Is there a way to check the warranty of an item?
thank you for all your help!