Problems setting up BT Wholehome

[#1]

My apologies if this is a duplicate to other posts, I have searched and can’t find a solution to my problem.

I moved to Plusnet Full Fibre 145 from BT 1 month ago and I’m struggling for coverage ie, my ring doorbell can’t find the signal etc.  After doing some research ( I am a COMPLETE dunce about this stuff )  I bought a three disc BT Wholehome Premium set (AX3700) from Ebay.   

I tried to set them up and have failed miserably.  I downloaded the app and followed the instructions carefully but the result was really not good.  When the discs did connect they constantly dropped out and then the light went to solid purple and has stayed that way ever since.  I have purchased and installed a BT HomeHub 2 which is working as it should and tried to connect the discs to that but no better than the Plusnet hub.  I have reset the hub, I have reset the discs, I have tried every fix I can find on her and the wider internet and I’m getting nowhere.  I’m not getting the “Arcadyan” which suggests that the discs are still functioning but I’m doing something wrong.

I have the BT router working, then I plug in the first disc and attach the ethernet cable and the light goes to purple and stays that way and it’s the same no matter which of the 3 discs I try to install.

Any help would be hugely appreciated.  Please bear in mind that I know NOTHING about this stuff, it scares me slightly and technical jargon is completely wasted on me ! 

Thanks in advance

[#2]

This may or may not help but my first hit for setting these up came up with the following video.

https://www.youtube.com/watch?v=9TCf6cTqxqw

It seems that just following the video having plugged disk 1 into the Plusnet router should get you there.

There is no mention of it needing a BT router. Just let the setup process work and it should "just work".

Get it all set up in one place first.

Have a go at this and post with progress or problems.

[#3]

Thanks for that but I’ve already done that video - twice !!  

[#4]

OK. So where do you get stuck?

Plug the first disk into the Plusnet router. Use the app and get the first disk setup. Does this give you Internet access?

See https://www.bt.com/help/user-guides/bt-whole-home-wi-fi/how-can-i-reset-my-whole-home-wi-fi-to-the-d...

for resetting the disks which is worth doing at this stage.

[#5]

One more thought.

If you can use a different device "family" (Android instead of iPhone) that might be worth a go.

I see suggestions that the iPhone app may not work well. This may be connected with the iPhone  "private addressing" (MAC randomisation) feature. You can turn this off for a WiFi network (I think it defauls on).

[#6]

@Eaglebirdgirl   Welcome to the Plusnet Community Fora.

First of all forget the BT Smarthub 2. The Plusnet Hub 2 is a rebadged version with enhanced features. Have you switched off the Plusnet hub WiFi? If not, do so in the advanced wireless settings.

Reset the mesh units, one at a time and connect them as per the instructions. If they won’t stay interconnected when in the same room then they are faulty. If when separated they lose connection they are too far apart. 
For the very best WiFi create a wired backhaul by connecting all the mesh units together with Ethernet cable.

[#7]

I’m using a bt home hub 2 router not a plus net one but I have tried with both and the result is exactly the same with both.

When I plug the first disk in it gets stuck on purple for an age or permanently.  It did once show a solid blue light but when I then tried to complete the set up on the app it dropped out and continued to do so every single time.  

All the discs and both of the routers have been factory reset - more than once.

[#8]

thanks for the suggestion to use a different device but I’m afraid I only have iPhone.

I don’t know what private addressing Mac randomisation is or where to find it or adjust it.  I work with birds of prey - computers and tech are very very not my thing 

[#9]

That’s interesting that the plus net hub 2 has enhanced features  -  I bought the bt homehub 2 as the plus net advisor told me that the plus net one was a rebadged bt hub “with stuff ripped out” to make it a “baked beans basic” version.

When you say switch off the plus net hub wifi do you mean when I am trying to connect to it or when I’m trying to connect to the bt hub ?

I’m sorry but tech’s not my thing and I have no idea what a wired backhaul is.  If I connected all the mesh units together by ethernet cable would they have to stay connected because that seems like it would be very difficult to place them around the house that way ?

[#10]

Let's address the current problem, getting through the BT Wholehome setup.

Private WiFi

On the iPhone it's 

Settings

WiFi

(select the BT Wholehome WiFi name)

click on the (i) at the right hand side

scroll down to "Private Wi-Fi Address" and move the setting to the left (it then won't be green)

click on continue if it asks

then carry on with the BT setup and with luck it will complete.

Once setup is completed (for all 3 disks)

They need to have a good connection to the disk that's plugged into your Plusnet router.

Don't move each disk far at first (say 1 room or 1 floor away).

See how you get on and how the speeds are.

Overall

As a general observation, "Mesh" WiFi isn't a cure all.

It can be good but it's as much about building construction and distance as the equipment itself. 

[#11]

Maybe I'm reading the wrong documentation, but a purple light says it's starting up and that should only last a few seconds.

Flashing purple is updating, which will only happen once set up and connected.

Sounds faulty, send them back for a refund!

[#12]

---

@Eaglebirdgirl wrote:

That’s interesting that the plus net hub 2 has enhanced features  -  I bought the bt homehub 2 as the plus net advisor told me that the plus net one was a rebadged bt hub “with stuff ripped out” to make it a “baked beans basic” version.

---

The bit that’s ‘ripped out’ is the telephone ATA. You will see references to using a Smarthub but this was in the days of when Plusnet supplied their Hub 1, which was a reworked BT Home Hub 5a. The main advantage of the Smarthub was better WiFi, which you are trying to replace with the mesh units. I was only suggesting turning it off to reduce cross channel interference, but that is not your problem here.

Using a wired backhaul does require them to be permanently interconnected.

Have you tried connecting the router to one of the other mesh units? Have you tried a factory reset? When doing this it’s best to hold the switch closed for about 30 seconds.

Are you connecting the mesh to one of the LAN sockets, NOT the one labelled WAN.

[#13]

I don’t think using a wired backhaul is workable as they need to be placed across 3 rooms and 2 floors.  I have tried connecting each of the discs to the router with the same result each time.  I have factory reset each disc and the router many times.  I have always held the reset switch for at least 30 seconds.

I will try again and use your advise regarding the private wifi on iPhone and see what happens.

Wish me luck !

[#14]

yes I’m connecting the mesh to LAN socket.  The WAN socket is connected to the Openreach box

[#15]

thanks for that but my iPhone 13 doesn’t have a button to toggle next to Private Wi Fi Address.  It just gives the option of FIXED, ROTATING OR OFF.  Do you know which I should select please ?