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c000099
Beginner
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Message 1 of 9

BT Whole Home Premium - Unstabl

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Hi.

I'm experiencing some very weird issues with my new 3 disc setup.

  1. The 2 slave discs regularly disconnect,
  2. App connect find any discs despite status light showing blue
  3. App displays no internet connection, then its fine, then its not, then its fine etc. etc.
  4. Occasionally I see the standard SSID 'BTWholeHome-C5T5' advertised, even though I changed the SSID which is also displayed.
  5. When I do get a period of stability the network speed fluctuates to the point that I suffer buffer face when I'm watching Netflix's for example.

I have tried the following:

  1. Reset all 3 discs to default settings using reset button
  2. Reconfigured all 3 discs after following reset.
  3. Updated firmware of all 3 discs to latest.
  4. Ensured the connection between the discs has status Excellent.

Anyone got any suggestions, I work from home to need to reliability which I assumed I would get from BT labelled kit.

 

 

Thanks

 

Mike

 

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8 REPLIES 8
NeilO
Moderator
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Message 2 of 9

Re: BT Whole Home Premium - Unstabl

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Hi, @c000099 I'm sorry to see that you're experiencing problems with your Whole Home wifi set up. I can see you've tried everything to stabilise the system and I'm sorry this hasn't worked and I'd recommend that you get in touch with the helpdesk for specialist support.

Phone: 0808 100 6116 Monday to Friday 9.00am to 5.30pm. Saturday 9.00am to 2.00pm

Email: btconnectedhome@bt.com

Thanks

Neil

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richardar1969
Aspiring Contributor
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Message 3 of 9

Re: BT Whole Home Premium - Unstabl

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You are not alone in having problems with streaming services buffering.

 I contacted BT’s telephone support with the same problem but they were unable to help and suggested that I email technical support. They were also unable to help and offered to escalate to their second line support team over two weeks ago but I have heard nothing.

It is particularly frustrating as my setup had been mostly working for the past two years until these recent firmware updates.

c000099
Beginner
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Message 4 of 9

Re: BT Whole Home Premium - Unstabl

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Hi. Thanks for the response, but I just wanted to comment that you have set the status to solved and it's not, even after contacting the support desk.
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foz
Aspiring Expert
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Message 5 of 9

Re: BT Whole Home Premium - Unstabl

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not sure what version firmware you have installed, you may want to use early adoption and install 22A you can find the thread here: https://community.bt.com/t5/BT-Devices/Premium-amp-Whole-Home-Wi-Fi-6-SGAB-C20822A-now-live/td-p/218...
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c000099
Beginner
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Message 6 of 9

Re: BT Whole Home Premium - Unstabl

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I updated to the latest firmware version and things got much worse, primary router kept going down / rebooting every 10 mins. So I reset everything and rolled back to SGAB20822C which I find more stable.
I've been determined to try and solve this by trying different scenarios. My routers seem much more on SGAB20822C with guest WIFI turned off. If I try and turn it on the router simply reboots after saving the settings and when its back up the WIFI is set to disabled. Nothing in the log files. In fact the level of logging seems quite high, would be good if there was an option capture more detail.
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c000099
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Message 7 of 9

Re: BT Whole Home Premium - Unstabl

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Just to add before someone suggests turning guest off 🙂 I do actually need it as I have lodgers 🙂

 

Many thanks

 

 

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foz
Aspiring Expert
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Message 8 of 9

Re: BT Whole Home Premium - Unstabl

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It would have been a better solution to factory reset after the downgrade was completed, clearing the nvram is always better when  firmware changes have been completed, you cleaned it then restored firmware to an earlier version, this is counter productive as it can leave parts behind from previous firmware versions. i recommend you factory reset and set up from fresh. 

Ensure your router wifi is turned off when using white BT WH disc's.

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Gspinks
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Message 9 of 9

Re: BT Whole Home Premium - Unstabl

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Are you still having issues? My Bt whole of home discs which worked perfect for 4 years starting to have issues. Have one in kitchen with ‘excellent connection’ status that has started randomly dropping out in the last week. The two other slaves are having no issues. Very random.

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