Whole Home Wifi (White Discs) Setup Error 012

[guyfletch]

Hi,

I recently changed ISP and rearranged a lot of how my home network was set up. As a result I moved my two WHW discs, and wanted to change their network SSID to match the new network.

However I keep getting "First discovery attempt failed, will retry", error code "Setup-012".

What I've tried:

• Factory reset of both discs
• Plugging one disc into power and ethernet
• Waiting for it to show a blue light
• Waiting a few more minutes
• Connecting through the WholeHomeWifi app
• Uninstalling and reinstalling the WholeHomeWifi app then trying again
• Swapping discs and trying the other way round
• Forgetting all other wifi networks on the device I'm using for setup to ensure it can't flip network while I'm trying to run the process.

None of it makes any difference to the error message I'm seeing. Any ideas?

[Keith_Beddoe · Accepted solution]

@guyfletch 

Welcome to this user forum for BT Retail phone and broadband 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.

[MBH1106]

Hi guyfletch,

Are you able to share how this was resolved ?

I have a similar problem. Phoned BT who promised to call me back.

Heard nothing since.

Many thanks