Getting frustrated with WholeHome

[MrBoy]

Having ever increasing issues with classic WH... We had 3 discs and extended with 2 extra a few months back as our house wasn't fully covered.

When it works it's great, but at least once a week one disc will stop working. Sometimes it goes red, other times it's a blue light but in the app the disc shows as failed.

If it was just the disc not working that would be slightly a pain but instead of weakened signal, devices still connect to the bad disc and then have no connection it effectively sets up a no WiFi zone sucking in nearby devices! My only solution is to restart the disc or simply unplug it. 

Is this sort of instability unusual? I'm invested in the system but wondering whether to dump in favour of something else and start from scratch. Especially the idea of upgrading to a tri-band system, do they really show much real world benefit?

[FIZZYLP]

Hello 👋🏿 

I’m sorry to see your having issues

but red would mean the disc is too far away to connect to the hub or it’s faulty.

Have the discs been set up correctly? Every 28 days your discs should be rebooted along with the hub to clear any cache which will slow the service down.

also need to make your they are connect to 5 gigahertz frequency as well.

99.5% of homes require 1 disc, 99.6% of homes require 2 discs, 99.7% of homes require 3 discs and the other 0.2% require more discs. The system supports up to 6 discs.

You should be entitled to a free home tech expert visit to give your system a free health check and see if they can get it working better.

hope this helps 😊

[MrBoy]

Thanks @FIZZYLP I have not seen the advice to reboot monthly before, where is that from please? Increasingly, I do think I should plug all my smart devices into smart plugs and set them to reboot periodically! It's IMO a sign of shoddy coding that you have to do this but it would pragmatically make sense. My TV is the same.

Do you have any idea how I can contact a "home tech expert?" Can they access my discs remotely and see some secret admin diagnostics, etc? 

[FIZZYLP]

Hello again 👋🏿

I can’t find anything on The BT Help Pages that’s odd, best practice would be to reboot very month.

the HTE if your entitled to one you can book one via bt.com or via the app or by calling BT.

It’s a Qube GB Engineer working on behalf of multiple communication providers to help with set up and internal faults to free Openreach up for network related faults because 98% of faults after instal is equipment set up. 

they will arrive in person and cannot be done over the phone.

reboot any device very 28 days is recommended from BT equipment to your mobile phone and how you do that or how you remind yourself that’s up to you.

[MrBoy]

good to know thanks.

[Carlusha]

@MrBoy  Forgive me if I have missed something. Are you on a Halo package? Only Halo customers can expect a "free" home visit annually BUT upon request.

If you have Halo, as part of your service, you will be offered a yearly check-up of your BT home tech. Your Home Tech Expert will help with things like:·

• Locating your Smart Hub to get the strongest wi-fi signal
• Setting up the My BT app and running a connection speed test
• Identifying any coverage black spots and advising on the best solutions
• Reviewing BT security services to make sure your devices are protected online
• Managing your family’s screen time and keeping your kids safe online

[NeilO]

@FIZZYLP please bear in mind @MrBoy is posting about issues with his whole home wifi disc and not a complete wifi disc. @MrBoy it is odd that you keep having to restart the disc to get it going again, I'd recommend getting in touch with the whole home wifi helpdesk as they'll be able to help you figure out what's going wrong.

By phone: 0808 100 6116 Monday to Friday 9.00am to 5.30pm, Saturday 9.00am to 2.00pm

By email: btconnectedhome@bt.com

Neil

[FIZZYLP]

@NeilOAbsolutely noted, Whole WiFi disc is the white ones and Complete WiFi are the back ones but apart from that the set up as far as I’m aware is completely the same.

The Home Tech Expert absolutely is part of the Halo 3 or Halo 3+ packages or part of a fault.

Tbh took me 20 minutes to reply as I was doing something so forgot we was on about Whole WiFi and not Complete WiFi but because I remember WiFi and disc I just assumed it was complete WiFi that’s my bad I didn’t read over the information again.