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Beginner
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Message 31 of 52

Re: Premium Whole Home Wi-Fi SGAB205018 Release now live

Second Sircoynie's comments.

Every firmware update requires a reset and re-pair of each disk, with 5 disks in total and a few minutes in between reboots this becomes quite time consuming, often I find myself having to reset several disks a few times during this process in an attempt to get them to pair only to find them disconnected a day later. To make things even more difficult the WPS pair function for the disks does not work for me, I have to connect the master to each disk slave via ethernet cable in order for them to see each other. Once I do get everything connected and settled after a couple days with excellent signal according to the app/web UI, I still see 7% packet loss in crucial areas of the house, as I'm sure you can understand this is very frustrating whilst working from home in these strange times. Constantly refreshing this forum in the hope to find a new firmware release which finally constitutes giving this product the premium name it bares.

Unfortunately I'm well past the return window otherwise I wouldn't think twice about returning, I guess I initially had some faith in BT's development and support that they rectify these issues faster in this time period but clearly not.

I would love to eBay these discs and migrate to a new mesh product however I'm sure it's not worth the hassle having the products returned back to me as inadequate. This community and other Whole Home Premium owners really need some assurance that significant firmware changes are coming with an accurate release date. Alternatively some sort of program to exchange the disks for the 'lesser' Whole Home WiFi product which I've heard nothing but good things about, at least I'd be able to sell these if I ever needed to.

Contributor
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Message 32 of 52

Re: Premium Whole Home Wi-Fi SGAB205018 Release now live

It’s embarrassing how we get silence on when things will be fixed, yes covid can be used as an excuse to a limit but 99.99% other businesses have continued their software updates.

With Premium being nearly 12 months old since it first went on sale I wonder if we’ll see a new “better, faster” fixed product come on sale...much like every year the BT Hubs are “our best ever”

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Contributor
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Message 33 of 52

Re: Premium Whole Home Wi-Fi SGAB205018 Release now live

@Dan-O  @PaddyB @SeanD @MurrayB 

Could one of you gentlemen please have the courtesy to reply to the comments from your customers.

We have been very patient and supportive.  This is not a good way to treat us, keeping us completely in the dark.

What is going on ?

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Community Manager
Community Manager
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Message 34 of 52

Re: Premium Whole Home Wi-Fi SGAB205018 Release now live


@kevin_marchant wrote:

@Dan-O  @PaddyB @SeanD @MurrayB 

Could one of you gentlemen please have the courtesy to reply to the comments from your customers.

We have been very patient and supportive.  This is not a good way to treat us, keeping us completely in the dark.

What is going on ?


Good morning @kevin_marchant,

I am sorry that we haven't been providing updates.  Let me touch base with our devices team to see if I can get you all an update.

Cheers

Sean

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BT Devices Expert
BT Devices Expert
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Message 35 of 52

Re: Premium Whole Home Wi-Fi SGAB205018 Release now live

Hi all,

We appreciate your patience while we’ve been working hard on further firmware updates for Premium Whole Home Wi-Fi and understand it has been frustrating to wait for updates.

Unfortunately we’re having to deal with some complex issues in the development of the next firmware which contains key Wi-Fi improvements, which are taking longer to resolve than expected.

We haven't been able to provide any timescales until the firmware is approved as the date may be subject to change until this point, however we will continue to make releases available sooner via Early Adopter and post on the forum when there are updates available.

Dan-O

Aspiring Expert
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Message 36 of 52

Re: Premium Whole Home Wi-Fi SGAB205018 Release now live

Hmmm..sorry but that’s the same message that we have been hearing for months. Surely as a company you work to timelines? Are we going to see improvements in stability, backhaul implementation (as Advertised!) before Christmas?

Sadly the major problem here is that you released a product without it’s advertised features being implemented. This is the issue and the continued lack of detail around promised improvements and timeline responses just aren’t cutting it anymore. 

How do we as a community promote this issue further? 

Note: This is not a personal attack on you Dan or Sean.

Beginner
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Message 37 of 52

Re: Premium Whole Home Wi-Fi SGAB205018 Release now live

Hi Dan-O,

Are you able to go into a bit more detail when you say the next firmware which contains key Wi-Fi improvements? I think what the community here are looking for is a little reassurance that the product will start looking like a premium brand. Whilst I have seen *SOME* improvements over the last 8 months of development and firmware updates, I don't think we're there just yet.

Appreciate it's hard to put a timeline on these things as that's just how development works. But at this stage are their any indicative timescales even if they're subject to change. Are we looking at weeks? Months?

Contributor
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Message 38 of 52

Re: Premium Whole Home Wi-Fi SGAB205018 Release now live

@Dan-O Firstly thanks for the reply.  It really helps if you try to keep us up to date.

If you can’t give us any idea of “when” - even a rough estimate e.g. November ? December ? , perhaps you could give us an idea of “what” in more detail.

It would be reassuring if you published your backlog with indication of what items are in scope for next release and which aren’t.  Can you copy and paste your backlog into this thread?

When I engaged with you back in March you recognised my issues as needing to be addressed in a firmware update, but I wasn’t assigned a ticket number (s)

It would be reassuring for all customers to see their reported issues in a centrally maintained and visible location.  It would also stop us reporting duplicates and give us confidence they are going to be addressed.

Please consider a better comms strategy around this product.

Contributor
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Message 39 of 52

Re: Premium Whole Home Wi-Fi SGAB205018 Release now live

Appreciate the reply. 

I guess I can understand the not wanting to put a timescale to when the fixes will be released because let’s be honest almost 1 year on and it’s clear Premium WiFi really was released too early.

The problem now is customers would actually benefit from a bit of reassurance with a rough timescale, simplest question is do you believe we could see a release before end of the year?

I just hope we’ll see some of the suggestions that were noted implemented, such as using AX for clients if all discs are Ethernet backhaul, plus of course Ethernet backhaul working. 

Aspiring Contributor
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Message 40 of 52

Re: Premium Whole Home Wi-Fi SGAB205018 Release now live

Since upgrade to SGAB205018 on September 21st Disk 1( Ethernet connected to Virgin hub) has been self-booting every 7 days plus minus few hours.

Anyone having this problem?

Any Ideas?

Disks 2 and 3 have remained stable.

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