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cameron1975me
Aspiring Contributor
5,578 Views
Message 1 of 37

BT PREMIUM WHOLE HOME WIFI - ISSUES

Purchased a 3 disc set of the new premium whole home wifi set. Seem very quick when working, however the 2 slave discs keep disconnecting from the master. Both have excellent connections and are blue when working properly.

Have tried a factory reset but hasn't helped. They auto updated to the most recent firmware annoyingly. perhaps that's the issue.

 

Anyone else have these? And do you suffer problems?

 

Only had them 2 days. 😞

 

 

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36 REPLIES 36
lnajr02
Recognised Expert
5,540 Views
Message 2 of 37

Re: BT PREMIUM WHOLE HOME WIFI - ISSUES

if you have the app open, go to > HELP> Email and click "SHARE", this should open your email and attach a TEXT file ( Logs) the add some detail like the problem , the type of HUB / Router you have and the helpdesk will have a look.
cameron1975me
Aspiring Contributor
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Message 3 of 37

Re: BT PREMIUM WHOLE HOME WIFI - ISSUES

Hi, thanks for this....I'll get right on it......

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cameron1975me
Aspiring Contributor
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Message 4 of 37

Re: BT PREMIUM WHOLE HOME WIFI - ISSUES

Just tried this using the app and it keeps saying set up an email address? Not sure how to do that?

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NeilO
Moderator
Moderator
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Message 5 of 37

Re: BT PREMIUM WHOLE HOME WIFI - ISSUES

Hi @cameron1975me,  you'll need to have your email address set up to work on your mobile phone for that feature to work.

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lnajr02
Recognised Expert
5,499 Views
Message 6 of 37

Re: BT PREMIUM WHOLE HOME WIFI - ISSUES

If your device has no email address you could enable the one very quickly using your Googles Play ID, if Android or Apples App store ID if iOS. Or if you have another mobiles or tablets with email, just download the Whole Home app to that device.
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cameron1975me
Aspiring Contributor
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Message 7 of 37

Re: BT PREMIUM WHOLE HOME WIFI - ISSUES

yeah I’ve got email set up on my phone but use outlook. Maybe that’s why. I sent them the logs directly using their email address in the app.

thanks for your assistance.

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cameron1975me
Aspiring Contributor
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Message 8 of 37

Re: BT PREMIUM WHOLE HOME WIFI - ISSUES

And if anyone else is having similar issues BT help got me to check that smart setup was disable on my router which it surprisingly wasn’t 🤪

 

Hopefully this will make a difference 

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Keith_Beddoe
Distinguished Sage
Distinguished Sage
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Message 9 of 37

Re: BT PREMIUM WHOLE HOME WIFI - ISSUES

"Smart?" setup should have been removed from the home hub firmware a long time ago, but nobody seems interested. It causes lots of problems.

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cameron1975me
Aspiring Contributor
5,421 Views
Message 10 of 37

Re: BT PREMIUM WHOLE HOME WIFI - ISSUES

Yeah disabled it but unfortunately not the cause of my issue.

 

Seems to be when I connect anything via ethernet to one of the 'slave' discs they eventually disconnect.

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