BT Whole Home app not showing device

[jaydee999]

Good evening

After some help/advice. I have a NOWTV hub linked to 4 Whole Home discs with latest firmware updates installed. NOWTV Wi-Fi is disabled. Everything is working fine apart from one smart extension socket. Brand is Stone. 
The device is recognised in the Tuya app and I can control it via said app, which gives me the full MAC address.  
The device is showing as online on the NOWTV attached devices.  I can see the last 4 digits of the MAC address. 
The device refuses to show as a device in the BT Whole Home app. Not online offline or blocked. 
Any ideas?

[JohnC2 · Accepted solution]

Hi @jaydee999, welcome to the forum, and thanks for your post.

It would be best for you to get in touch with the Whole Home Wifi team and they'll be able to help you with this.
They can be contacted on: 0808 100 6116 (Mon to Fri 9am to 5.30pm and Sat 9am to 2pm)
Or you can email them: btconnectedhome@bt.com

Cheers

John

[jaydee999]

Thanks for the info.