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Buzzdarkmonth
Aspiring Contributor
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Message 1 of 37

BT Plus Discs are killing the Wi-fi - any suggestions?

I’ve had BT Plus since December 2018 and my Wi-fi is constantly dropping out.

I’ve had an engineer out, a replacement smart hub 2 and a replacement disc yet I’m still having issues.

Videos are constantly buffering, and some days I cant even load a facebook page.

The problem appears to be with the disc, if I switch it off, the Wi-fi works fine, (except at the highest point in the house where the signal is poor.

As soon as I turn the disc back on, the issues return.

Any help would be appreciated

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36 REPLIES 36
coreservers
Aspiring Contributor
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Message 2 of 37

Re: BT Plus Discs are killing the Wi-fi - any suggestions?

interesting, mine too seems to be sucking up the bandwidth. my adroid keeps cutting out but when the disc is on red its fine..

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Moderator
Moderator
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Message 3 of 37

Re: BT Plus Discs are killing the Wi-fi - any suggestions?

Hi @Buzzdarkmonth,

I am sorry to see that your connection has been dropping out when through wireless. I'd like to take a look into this for you to make sure we do all we can to help.

I have sent you a private message with some information that I need from you to get this picked up. I'd appreciate it if you could reply to it. One of my team will then get back in touch with you a couple of working days afterwards.

Take care for now and I hope you enjoy our Community Smiley Happy

Thanks

DanielS

Community ModeratorDannyS
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Turnbug51
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Message 4 of 37

Re: BT Plus Discs are killing the Wi-fi - any suggestions?

Wonderful.  I was beginning to think it was me and my set-up.  I have exactly the same problem.  My disc is upstairs in my home.  When I am up there all my portable devices work perfectly.  If I take these downstairs my iPhone in particular refuses to work and even suggests there is no wi-fi.  If I sit by the hub it still makes no difference.  Our MacBooks and my wife's iPhone display the same problems.  

It is so bad that my wife and I are thinking of returning to the old hub and the ancient Apple Airport Extreme that we used until taking the recent upgrade offered.  

Please sort this problem soon it is ruining the product and not currently worth the cost. 

 

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Moderator
Moderator
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Message 5 of 37

Re: BT Plus Discs are killing the Wi-fi - any suggestions?

Thanks for sending your details in @Buzzdarkmonth.

I've sent your details to our guys in the Whole Home Wifi team to look into it for me. I should hear back from them over the next couple of days Smiley Happy

Thanks

DanielS

Community ModeratorDannyS
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Moderator
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Message 6 of 37

Re: BT Plus Discs are killing the Wi-fi - any suggestions?

@Buzzdarkmonth Thanks for sending over your details. @DanielS is off today but we've had an update from the Whole Home wifi team to say they've updated your firmware. Can you test your connection and let us know if this is now sorted?

@Turnbug51 I'm sorry to see you're also experiencing this problem. I've sent you a Private Message with details on how you can get in contact with the mod team and we'll be happy to get this looked into.

Thanks

Neil

Community ModeratorNeilO
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Buzzdarkmonth
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Message 7 of 37

Re: BT Plus Discs are killing the Wi-fi - any suggestions?

Neil,

At present, my discs are turned off.
Can you confirm if the firmware update is only for my hub, or do I need to connect the discs?
If I do have to connect my discs, how long do I wait for the firmware to update (as I’ll be without Wi-fi for the duration that the discs are connected)
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Moderator
Moderator
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Message 8 of 37

Re: BT Plus Discs are killing the Wi-fi - any suggestions?

Hi @Buzzdarkmonth ,

Thanks for the reply. @NeilO has left the office for the evening. Can you try connecting the discs? The firmware should update quite quickly. Let me know how you get on.

Cheers

David

Community ModeratorDaveM
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coreservers
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Message 9 of 37

Re: BT Plus Discs are killing the Wi-fi - any suggestions?

heres a bit of a stat...

Disc switched off

Download Speed (Mbps): 54.68 

Upload Speed (Mbps) : 9.96 

Ping Latency (ms): 30

 

Disc switched on.......

Download Speed (Mbps): 47.68 

Upload Speed (Mbps) : 9.96 

Ping Latency (ms): 30

 

Quite  a difference, and can only presume the disc is continually pulling bandwidth.. 

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Buzzdarkmonth
Aspiring Contributor
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Message 10 of 37

Re: BT Plus Discs are killing the Wi-fi - any suggestions?

Hi David,

I turned the disc on; seemed ok for a while then once again the buffering started.

I couldn’t view Facebook due to buffering, then as soon as I turned the disc off, the Facebook page loaded straight away

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