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Bigworldoutder
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Whole Home WiFi Setup - Just Moved House

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I've just moved into a new property where the previous owner had a BT Whole Home WiFi Mesh network, which she has left.  It's a 3 disc pack but of course we've changed the Broadband coming into the property and now I'm struggling to set up the BT Whole Home WiFi network.

Using the disc previously connected to the broadband router, I cannot get past a purple LED.  The app isn't asking me to update firmware - it's simply offering the "Go To Settings" screen which should take me to find the mesh network once it's being broadcast.

I have tried connecting each of the other two discs in turn to the router, and while their LED also remains purple, they do at least broadcast a WiFi network SSID, but I'm unable to successfully connect to that network (although no error message is displayed on the device from which I'm trying to connect - it simply tries, fails, tries again etc. etc.)

I have powered off/on the disc numerous times and have attempted to factory reset it several times too.  Thinking it might be a firmware issue I left it on and connected to my router overnight but that appears to have made no difference.

BT Whole Home Wifi Disc.jpg

Any assistance would be fantastic and apologies in advance if I've missed something completely obvious  

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Keith_Beddoe
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Message 2 of 4

Re: Whole Home WiFi Setup - Just Moved House

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@Bigworldoutder 

You would be best to check with the WHE product helpdesk as they will be able to answer this for you. Call them on 0808 100 6116 (Monday to Friday 9am to 5.30pm, Saturday 9am to 2pm) or drop them an email to: btconnectedhome@bt.com

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Bigworldoutder
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Message 3 of 4

Re: Whole Home WiFi Setup - Just Moved House

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Keith Hi,
Many thanks, call to support did the trick. Turned out to be the power cable to the main disc of all things!!
D
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Keith_Beddoe
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Re: Whole Home WiFi Setup - Just Moved House

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@Bigworldoutder wrote:
Keith Hi,
Many thanks, call to support did the trick. Turned out to be the power cable to the main disc of all things!!
D

Its often something simple, especially when nothing seem to work.

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