This is a post for BT Whole Home Wi-Fi (white discs).
If your problem is with Complete Wi-Fi and Smart Hub 2 (black discs), then see and post on this other forum 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 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
First, make sure your device is definitely connected to your Whole Home Wi-Fi network name
Surprisingly, we’re finding that most people report this as a problem with the app when in fact their phone has automatically connected by itself to another known network, or a cloud service without them noticing.
Once you’ve eliminated this simple cause, we’ve found that the following reboot/restart steps often resolve the problem:
Switch-off all your discs, close down the app and switch-off wi-fi on your device
Now switch discs back on, starting with the main disc plugged into your router
Wait a few minutes until its light turns solid blue – and staying blue for more than 1 minute
When that's done, switch all the other discs back on and wait for their lights to turn blue (or orange)
Now switch wi-fi back on your device and wait for it to reconnect to your Whole Home network. The app should now work
2. Your Whole Home network is working fine, apart from one device or a specific type of devices that won't connect
Reboot/restart those devices by turning them off and back on again
For devices with batteries or mains powered with a stand-by mode, it's important you do a proper shutdown as just going into stand-by usually isn't enough (unplug at the mains or remove battery if your device doesn't have an On/Off button)
3. Your network is working fine but one or more of your disc(s) isn't showing in the Whole Home app
If your disc(s) were previously showing correctly in the app but have suddenly disappeared - please reboot/restart your discs as described in point 1 above
If your disc(s) have never appeared in the app, it's most likely because of incorrect installation. (Re)install them through the app using the Add Another Disc option under the Settings tab.
4. Problems with devices list and access controls - duplicates, unrecognised, old or random blocked devices?
You can clean-up old OFFLINE devices that you no longer want to see. Under the Devices tab on the app, select the offline device you want to remove then scroll down to the Forget Device option. It will no longer appear, unless it connects again in the future
If you're having access control or display list problems with one single device in the list, you can use the step above to clear this device. First you'll need to make it offline by turning wi-fi off on that device (or switch it off), wait a few minutes for it to appear offline in the list, then select Forget Device as per previous point
If you're having major problems with random blocked or duplicate devices, this may be due to an earlier issue (now fixed) which sometimes caused the device list to become muddled. In this case we recommend to start afresh. Select the Reset Device List at the bottom of the Devices screen to clear all the devices (both online and offline), groups and access control settings. After this reset, you should no longer see these issues.
5. Run the latest app and firmware
Unless instructed by the helpdesk, we always recommend you run the latest app and firmware versions
The latest disc Firmware is v1.02.08 build02 (see this FAQ if you don't know where to look or how to upgrade)
The latest App versions are iOS v1.02.16 and Android v1.02.19 (check in the app under Settings / Help / About the app). Use your device's standard app store to keep the app up to date