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dave16
Newbie
553 Views
Message 201 of 347

Re: Introducing Complete Wi-Fi from BT

I have 3 white discs - and am considering moving to BT from talk talk - should i get smart hub 1 or go for smart hub2 with black discs is there an increase in performance? have old house with beams - thanks
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robmarkpalmer
Aspiring Contributor
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Message 202 of 347

Re: Introducing Complete Wi-Fi from BT

Whole home WiFi are white discs. You buy the mesh network yourself, three discs £179.
Complete home WiFi are black discs. £5 per month extra charge.

I have just changed from Ultrafast to Ultrafast 2.
I had the three white whole home discs so thought all would be fine... No! The white discs work differently with new hub and the hub needs the black discs.
I called BT and was told don't worry we will send you a black disc. As I live in a old house I knew one disc was not going to be enough, so I called to get another one, i didnt receive it. I called again and I was told that's strange your not on the complete wifi package... Don't worry I will look into it, 52 minutes later I was told I would have to pay extra £5 pounds per month, I said i am in my 14 day cool off period, can i revert back to what I had, yes and this would be done.
A few days later, still on the higher package and I noticed on my bill I had been charged £100 for whole home WiFi disc??? I called again and they couldn't understand it either as Complete (black) and whole home (white) are different.
The whole thing is a shambles.
My options are pay £54.99 per month and stay with whole home (three white discs) which cost me £179 pounds and reduced speed - or lose whole home discs and pay £5 extra per month for one complete WiFi disc and faster speeds so £64.99 total and lose £179 - Or go for Hyperoptic 1gbps £29.99 per month including phone...

What a complete faff.. all these years with BT and nothing changes.

I just wish BT held their hands up and said the first smart hub was really bad and wifi was total rubbish but for customers who can prove they paid for whole home (receipts etc), if they send their white discs in we will replace with complete home and provide the new hub...... Then if we want the higher speed we pay.

At the moment I feel ripped off!

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BT Devices Expert
BT Devices Expert
478 Views
Message 203 of 347

Re: Introducing Complete Wi-Fi from BT

Hi @robmarkpalmer - really sorry to hear this - one of our advisors has tried to help by making a change directly into the back end system and adding a disc directly to your account rather than arranging for you to be on the Complete Wi-Fi deal... It's clearly led to loads of other stuff messing up!  Really sorry.

Please can you drop me through your account details on a private message?  I'll pickup with my team on Monday and we'll sort for you. 

Devices expertLukeB
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BT Devices Expert
BT Devices Expert
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Message 204 of 347

Re: Introducing Complete Wi-Fi from BT

Hi @dave16 - do you have a good wi-fi signal around your house already with the white discs?  If you do - I'd recommend coming back to us on a deal with the Smart Hub 1 and keeping your existing Wi-FI setup (no reason to change it if it's doing the job you need it to do)

If you've still got wi-fi coverage issues - I'd highly recommend signing up to one of our Complete Wi-Fi deals with the Smart Hub 2 & Black Discs - The Smart Hub 2 is more powerful than your current "first" white disc so we're able to deliver you better wi-fi coverage with the new system.  We can also offer better help and there will be more features coming in the future that make the new kit even better.

I hope this helps,

Cheers

Luke

Devices expertLukeB
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United
Aspiring Contributor
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Message 205 of 347

Re: Introducing Complete Wi-Fi from BT

Hi,
I signed up for complete WiFi last Thursday. Received my new hub and disc on Saturday.
It was easy to set up and connect all my devices etc.
The signal I get around the house is great now. I use to get around 17mb download upstairs but now it’s 70mb. Well impressed with the complete WiFi.
Would definitely recommend
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BT Devices Expert
BT Devices Expert
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Message 206 of 347

Re: Introducing Complete Wi-Fi from BT

Thanks for the feedback @United - delighted to hear - it's taken lots of people a lot of time to deliver the experience.  Thanks for sharing.  It'll make all of those people very happy!  Cheers

Devices expertLukeB
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Guru
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Message 207 of 347

Re: Introducing Complete Wi-Fi from BT


@Unitedwrote:
Hi,
I signed up for complete WiFi last Thursday. Received my new hub and disc on Saturday.
It was easy to set up and connect all my devices etc.
The signal I get around the house is great now. I use to get around 17mb download upstairs but now it’s 70mb. Well impressed with the complete WiFi.
Would definitely recommend

Until BT change the renting of the disks, it’s a no from me.

Stew

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n0deity
Aspiring Contributor
295 Views
Message 208 of 347

Re: Introducing Complete Wi-Fi from BT

Hi,

I'm a Complete Wifi customer with weak signal in our Kitchem extension, I've run through the app test and get weak signal as a result. I can't move my upstairs disc as it helps all my smart devices there. How do I request a second disc?

Thanks,
Martin

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Distinguished Sage
Distinguished Sage
293 Views
Message 209 of 347

Re: Introducing Complete Wi-Fi from BT

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n0deity
Aspiring Contributor
277 Views
Message 210 of 347

Re: Introducing Complete Wi-Fi from BT

Thank you. This is not directed at you in any way, but the link appears to be a dead-end route and multiple steps that eventually told me my broadband was fine, which I think I knew already. I'm asking specifically about how as Complete WiFi customers do we request a new dics if their app is suggesting we have a poor signal in certain area? surely this could be automated via the app.

Presumably there is no route either by web or app in which you can request a new disc?

If that's the case I'll just ring up.

Thanks,
Martin

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