Failure of Wholehome Hub 2 v 1.02.16 to work with iOS 12.1.1 on 2018 iPad

[Alan47]

Set up Wholehome Hub 2 and one disc successfully without the App.  Then downloaded the App for future use giving error code 1200 telling me I am not connected to WiFi but clearly I am.

Any similar experiences and solutions?

Thanks

[BrunoN]

Hi @Alan47, sorry you're having trouble.

Make sure your device is definitely connected to your Whole Home Wi-Fi network  (Surprisingly enough, we’re finding that many reports we’ve received were actually due to this simple cause)

• Check your device's wi-fi settings to confirm the network name, because it’s possible that your device has automatically connected to another known network or a cloud service by itself without you 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
• Then switch discs back on, starting with the disc plugged into your router
• Wait a few minutes until its light turns solid blue – and staying blue for more than 1 minute
• Then switch all the other discs back on and wait for all the discs to turn blue (or orange)
• Then switch wi-fi back on your device and wait for it to reconnect to your Whole Home network
• Then open the App to see if this overcomes the problem for you

[Alan47]

Thank you for your prompt reply.

I had already confirmed that I was connected to my BT Network.

I have one disc only and it is not hard-wired to my router.

I completed the remaining steps but this does not cure the problem.

Regards

Alan 

[BrunoN]

Hi again, just a thought: do you mean you have Complete Wi-Fi (black discs), rather than whole home wi-fi (white discs)?

[Alan47]

Yes, I have the latest Hub 2 and one black disc.

regards

[Paul_31]

The names of all this BT gear can get confusing, but rather than Wholehome Hub 2, it sounds like you have a SmartHub 2 (router) with a Complete Wifi disc - not Whole Home Wifi. I've got the same setup, and wonder if the way you set it up initially (without the use of the app) is causing the problem.

I'd suggest resetting the wifi disc using the pin hole on the back of it and starting the setup process afresh using the app. Hopefully that'll resolve it.

[BrunoN]

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@Alan47wrote:

Yes, I have the latest Hub 2 and one black disc.

regards

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OK, since you're using Complete Wi-Fi, make sure you're using the My BT app as per the user guide. By the sound of the error code you mentioned earlier, it sounds like you're maybe using the Whole Home app?

Please follow the instructions on your Complete Wi-Fi user guide and you should be okay.

[Alan47]

Thank you very much for that very meaningful reply.  Yes, totally confused.  I have just signed up for BTPlus with Complete WiFi so I have the Smart Hub 2 and one disc.

Am I still correct in thinking that the kit should work with the WholeHome App or shoudl ll managemnt be possible throigh the MyBT App. ?

Regartds

Alan Scholfield

[BrunoN · Accepted solution]

Hi @Alan47, Whole Home Wi-Fi and Complete Wi-Fi are two different systems and aren't compatible.

Please refer to your Complete Wi-Fi user guide for instructions on where to download the My BT app and install your kit. (Or click here for an online link to this same guide)

If you've seen anywhere that says that both systems are compatible, please let us know so we can fix it; it's not correct.

Many thanks.

[Alan47]

Thank you for that.  I previously used the MyBT App and it is now working satisfcatorily with my SmartHub 2 and the single disc under the guise of Complete WiFi and BT Plus!!

Yes, it is all quite misleading but I think I associated the WholeHome App with my set up because of the discs - the WHoleHome App 'advert' includes three disccs.  I was not aware that they had been available for some time in another system.

Regards

Alan Scholfield