Home WiFi white discs lost connection

[DavidW32]

My 4 white discs were working fine for ages then one changed to a red light. Tried rebooting disc, still red; rebooted router, no change; tried adding it as a new disc and it showed blue light while connected by cable but red once on wireless; tried same after resetting to factory settings with same result - plus the other 2 that were working wirelessly are showing red lights too!

Can anyone advise what else to try with this please? I saw one post suggesting not using the app but connecting to the disc in the router but I can't see how to do that. 

Any help appreciated. 

[Keith_Beddoe · Accepted solution]

@DavidW32 

Welcome to this user forum for BT Retail Broadband and phone customers.

It would be best to give the WHW product helpdesk a call on 0808 100 6116 ( Mon to Fri 9am to 5.30pm and Sat 9am to 2pm) or drop them an email to: btconnectedhome@bt.com and they'll be happy to help.

[DavidW32]

Thanks Keith. 

They aren't open on Bank holidays so I'll do that next week. 

[DavidM]

Hi @DavidW32 and thanks for posting.

Sorry for the late reply. Did you contact the helpdesk? Were they able to help?

Cheers

David

[DavidW32]

Yes, sorry, should have replied earlier. 

Help desk did help (when I eventually talked to someone) and got 3 working, confirming that 1 is not functioning properly. Unfortunately this had to be done by resetting all the discs (I'd only tried resetting 2) which meant I then had to set up my own SSID again. Worth it though!

Thanks again. 

[DanielS]

Thanks for getting back to us @DavidW32.

I'm sorry about the trouble you had to get it sorted but it's great to see that 3 of them are working.

Thanks
DanielS