BT Whole Home Wi-Fi FAQs - Troubleshooting

This means you're not currently connected to a wi-fi network on your smartphone or tablet. You may have downloaded the app during installation via your mobile data network. Please check your wi-fi is turned on.

To do this:

1. On your table or smartphone, select Settings then Wireless/Wi-Fi
2. Switch 'Wireless/Wi-Fi' to On
3. Under 'choose a network', select and connect to the network name: BTWholeHome-XXX
4. Then return to the app and continue with your set-up

1. Connect the add-on disc to your hub (router) with the Ethernet cable provided
2. Switch the new disc on and wait for the LED on the disc to turn solid blue
3. With a pin or paper clip, press the factory reset button on the rear of the disc for about one second
4. Wait for the LED to turn purple, flashing blue, then solid blue for at least 15 seconds
5. Once completed, turn off this disc and follow the app set-up instructions

Make sure that all devices or clients are connected to your new Whole Home Wi-Fi network and not your hub (router).

Please follow instructions to forget your hub network >

As part of the add-on disc journey, your wi-fi network will restart and you may temporarily lose connection while the settings are updated

If you have other wi-fi networks available, your device may try to switch networks. If this happens, after the LEDs on the discs have returned to a solid blue status, go to the wi-fi settings of the device you’re using and reconnect to your Whole Home Wi-Fi network.

Please follow instructions to forget your hub network by going to the wi-fi settings on your device to avoid this happening in future.

The discs can get quite warm, but this is normal.

Please place the discs upright on a suitable solid surface and don’t put near heat, cover or enclose them. Please also see guidance, including safety instructions and care, in What are the best places for my Whole Home Wi-Fi discs? >

This is probably because your devices are still connected to your hub (router) wi-fi. Just remember on your devices to ‘forget this network’ for your hub (router) and then make sure you're connected to your Whole Home Wi-Fi network.

You may want to consider turning off your hub (router) wi-fi network. For more information, please see Should I turn off my hub (router) wi-fi? >

Another thing to consider is that your smartphone or tablet could have connected over 3G or 4G to the internet.

Yes, you can change the channels by using the web interface login following the steps below:

1. If you're using Whole Home Wi-Fi, enter http://mybtdevice.home in a browser on any device connected to your Whole Home Wi-Fi
2. If you're using Whole Home Wi-Fi, Whole Home Wi-Fi 6 & Premium, enter http://btwhole.home in a browser on any device connected to your Whole Home Wi-Fi
3. Enter the Admin password (on the back of the master disc)
4. Click Settings and then on the 'Wi-Fi' tab, select the drop-down arrow to change the relevant channel from Auto to one of the available channel numbers
5. Then click Save

You'll need to temporarily change your discs back to DHCP mode (obtain an IP address automatically). You can return to static IP configuration after the firmware upgrade.

Just follow the steps below:

1. Make sure you're connected to your Whole Home Wi-Fi network
2. Enter http://mybtdevice.home in your internet browser address field to access the web browser user interface (Web UI)
3. Enter your Admin password then click Login. (The Admin password is printed on your wireless settings card located on the back of your discs)
4. Click on Settings and then Network
5. Select the radio button Obtain an IP address automatically
6. Hit Save, wait for the "applying changes, please wait…." message to complete
7. Log back into the Web UI using your Admin password and then click Login
8. To complete your firmware upgrade, click on System and then on Firmware update
9. Click Check and then Upgrade
10. Once firmware has updated you can repeat steps 1-4 above. Then select the Manually set IP addresses radio button and hit Save. This will now return your discs to static IP addresses configuration

Please try the following steps:

1. If you have Whole Home Wi-Fi, enter http://mybtdevice.home in a browser on any device connected to your Whole Home Wi-Fi
2. If you have Whole Home Wi-Fi, Whole Home Wi-Fi 6 & Premium, enter http://btwhole.home in a browser on any device connected to your Whole Home Wi-Fi
3. Enter the Admin password (on the back of the disc connected to your hub or router)
4. Click Settings
5. Click IP Addressing
6. Select Manually set IP address (if the screen is blank at this stage, please try a different web browser)
7. For the row 'DNS server' change this to 8.8.8.8
8. Click Save

Then please try to update the firmware again.

Please restart your Whole Home Wi-Fi system and log back in.

You can do this from the Settings menu in the web browser user interface, in the app, or manually turn each disc off then on.

Please follow the troubleshooting tips in the app.

If you're running a VPN on your device you may also see this message. This is because the Whole Home Wi-Fi app pings 8.8.8.8 (Google DNS) to determine whether the device has internet connectivity or not. Your device will continue to access the internet. Please note, to use the app you'll need to turn off your VPN.

You need to make a change to the Whole Home Wi-Fi advance settings using a web browser:

1. Make sure you're connected to your Whole Home Wi-Fi network
2. If you're using Whole Home Wi-Fi, enter http://mybtdevice.home in your internet browser address field
3. If you're using Whole Home Wi-Fi, Whole Home Wi-Fi 6 & Premium, enter http://btwhole.home in your internet browser address field
4. Enter your Admin password then click Login. (The Admin password is printed on the back of your discs or the wireless settings card located there)
5. Select Settings then Wireless
6. Scroll down to the bottom of the page to Compatibility Mode, change this to Enabled and click on Save
7. Log out of the advance settings and connect your Xbox

You can also enable Compatibility Mode via the app. Select Settings and then Advanced settings, you will then see the Compatibility Mode option.

Please reboot your hub (router). If this doesn’t work, then try factory resetting your hub (router) by following the instructions in How can I reset my Whole Home Wi-Fi to the default settings? >

If you lose or forget your password:

First check the wi-fi details on the back of the disc connected to your hub (router) to see the default password. If the password has been changed, go to the web browser and follow the steps below to see the current password:

1. Make sure you're connected to your Whole Home Wi-Fi network
2. If you have Whole Home Wi-Fi, enter http://mybtdevice.home in your internet browser address field to access the web browser user interface (Web UI)
3. If you have Whole Home Wi-Fi, Whole Home Wi-Fi 6 & Premium, enter http://btwhole.home in your internet browser address field to access the web browser user interface (Web UI)
4. Enter your Admin password then click Login. (The Admin password is printed on your wireless settings card found on the back of your discs.) If the admin password has been changed, you'll need to do a factory reset. For help with this, go to I've changed the Admin password and now forgotten it, what can I do?
5. Under Settings and Wi-Fi tab, click on the Show link to view the current password Security key. Use this to log onto your wireless network

If you lose or forget your password, you can reset the Whole Home Wi-Fi network to the factory settings:

1. Uninstall or delete the app from your tablet or smartphone
2. Turn off the discs that are not directly connected to your hub (router)
3. Factory reset the disc connected to your hub (router) - use a pin or paper clip to press the Factory reset button for about one second. It's found on the rear of the disc
4. Wait for the LED to turn purple, flashing blue then solid blue
5. Turn off this disc
6. One by one, turn on the other discs and factory reset them. Wait for the blue flashing LED, then turn off
7. Once all discs have been reset, download and install the app from your app store

The orange LED indicates your disc’s wi-fi connection is not as good as it could be.

Wi-fi signals can change due to various environmental factors such as electrical appliances and other wi-fi devices, which can sometimes effect your disc’s connection.

If the LED occasionally goes orange, don’t worry about it, your network will continue to work.

If the LED is always orange, you should try finding a new location for the disc:

1. Open the app and go to the home screen
2. Select the disc which is orange
3. Select Disc Details and then Relocate Disc
4. Follow the app instructions to find a new location

The symbol on the Home screen (shown before the disc name), shows which of your discs the device you’re using to view the app is currently connected to.