This is a post for BT Whole Home Wi-Fi, Mini Whole Home Wi-Fi and Premium Whole Home Wi-Fi (white discs).
If your problem is with Complete Wi-Fi and Smart Hub 2 (black discs), then see and post, Introducing Complete Wi-Fi from BT, where the right people will be able to help you; the two systems are different and not compatible and use different apps (Complete Wi-Fi uses the MyBT app).
In our experience on the helpdesk or on this forum, we're finding that many problems with Whole Home Wi-Fi family of products can often easily be resolved with a few simple steps. So we've compiled a list of handy hints which should get you going in no time for those common issues.
If this list doesn't help you or a problem keeps coming back, then, of course, create a new thread or contact our helpdesk. We're here to help!
1 . You're getting a connection error on your Whole Home app during set-up or when opening it
Once you’ve eliminated this simple cause, we’ve found that the following reboot/restart steps often resolve the problem:
2. Your Whole Home network is working fine, apart from one device or a specific type of devices that won't connect
3. Your network is working fine but one or more of your disc(s) isn't showing in the Whole Home app
4. Problems with devices list and access controls - duplicates, unrecognised, old or random blocked devices?
6. Run the latest app and firmware
7. Where to get more help?
You can find further assistance on the WHW product family landing page on bt.com/wholehomewifi.
If the above topics and FAQs don't help with your issue, try searching this forum to see if someone else has already posted a similar question, or create a new post.
You can also contact the helpdesk on 0808 100 6116 or email email@example.com