What versions of Android and Apple iOS will the BT Whole Home Wi-Fi app work with?
The BT Whole Home Wi-Fi app is compatible with Android 5 and above and Apple iOS 9 and above.
Do I need the Whole Home Wi-Fi app to connect to the network?
Whole Home Wi-Fi is compatible with all wi-fi devices. There's no need to download the app to use the network.
To connect to the wi-fi, just use your device's connection settings as normal.
How can I download the Whole Home Wi-Fi app?
To download the app, open your device's browser and go to bt.com/WHW/app.
How can I run the app’s set-up again?
To run the app’s set-up menu after installing your Whole Home Wi-Fi network, follow these steps:
- Uninstall or delete the app from your tablet or smartphone
- Turn off the discs that aren't directly connected to your hub (router)
- Factory reset the disc connected to your hub (router) - use a pin or paper clip to press the factory reset button on the rear of the disc for about one second
- Wait for the LED to turn purple, flashing blue then solid blue
- Turn off this disc
- One by one turn on the other discs and factory reset them. Wait for the blue flashing LED, then turn off
- Once all discs have been reset, download and install the app from your app store
- You can now open the app and follow the set up instructions. Don't turn on your discs until prompted by the app
Can I install the app on a Windows phone?
Sorry, the app is only compatible with Android and Apple iOS smartphones and tablets.
Can I use the app with multiple Whole Home Wi-Fi network instances?
Yes, this feature is supported.
When switching between Whole Home Wi-Fi networks, you'll be prompted by the app to confirm your selection.
Why does the app need permission to use location information on Android devices?
Our app requires location permission in Android 6.0 and above. This is because the wi-fi scanning function we use is part of the same group of permissions in Android as the location one. Although this makes it look like we use location, we don't. We just use the wi-fi scan part.
I'm being prompted to update my app to a new version - why do I need to do this?
If you get this prompt, then your app needs updating, so please update it. This is because there's a new app available, which will enable all the features in the latest disc firmware version.
Why are some of my devices not connected to the nearest Whole Home Wi-Fi disc?
Your Whole Home Wi-Fi is constantly monitoring the network to make sure each device has the best available connection.
This may mean some devices will get better speed from one of the other discs where there is more wi-fi bandwidth available.
What is Backup and restore in the app?
This function lets you save your Whole Home Wi-Fi settings such as disc and wi-fi network names.
If required, you can then factory reset your system and automatically restore your original settings, just follow the app instructions.
What are the app Advance settings for?
You can configure additional settings for your Whole Home Wi-Fi network to ensure it is working at its best for your environment and range of devices. Before making any changes, please ensure you understand the impact of modifying these settings.
Wi-Fi security mode
Your Whole Home Wi-Fi 6 security mode is set to the most secure, WPA3 (Auto). This allows devices to connect using WPA3 but is also backwards compatible with WPA2.
If you have problems with WPA3 (Auto), such as certain devices refusing to connect to the network, first ensure devices have the latest software and Wi-Fi driver versions installed. If devices still do not connect, try changing the security mode to WPA2 only.
Devices will temporarily disconnect after changing this setting and may need to be reconfigured to connect with the new security mode.
Your Whole Home Wi-Fi network automatically adjusts its topology throughout the day to achieve the best performance for your setup and environment. This involves regularly scanning and calculating all possible backhaul connections between discs and deciding which will achieve optimal speeds.
The frequency of topology decisions can be adjusted, or Smart Topology can be disabled completely. You should set to High if you wish these changes to happen more often, Low if you wish these changes to happen less often, or Off to stop any automatic topology changes.
Your Whole Home Wi-Fi network topology may still change at other times, for example if you unplug or disconnect discs, change their backhaul type or reboot your router.
Your Whole Home Wi-Fi supports up to a maximum of 160MHz bandwidth for backhaul connections, which offers the highest network speed.
The system will attempt to move to the highest available bandwidth during normal usage, but please be aware it is not always possible for the system to reach 160MHz bandwidth, due to various environmental factors and geographical location.
If you notice frequent backhaul disconnections or channel changes, you may wish to switch the maximum bandwidth to 80MHz. This may reduce the overall performance of the backhaul between discs but improve stability.
Your discs may temporarily become disconnected after changing this setting. Please allow a few minutes for them to reconnect and settle.
You can enable an additional Wi-Fi network using the disc’s high-power 4x4 5GHz Wi-Fi. This feature allows use of the disc’s Wi-Fi backhaul connection when connected by Ethernet cable.
The network will only be broadcast by discs that are connected by Ethernet, and only if you have more than one disc connected via Ethernet cable.
You will need to set a different network name and only connect specific devices that require the best performance such as IPTV, as each disc can only support 3 simultaneous connections on this network to limit interference.
Your Whole Home Wi-Fi network uses the latest Wi-Fi technology to give you the best performance across your home. Some older devices may not be compatible with these features and have trouble connecting to the network.
You can enable compatibility mode to turn off some of these advanced features if particular devices are having problems. This could reduce the overall performance of your Whole Home Wi-Fi network.
2.4GHz device setup mode
If you are having problems pairing a smart 2.4GHz device to your Whole Home Wi-Fi network due to a conflict with 5GHz, you can temporarily disable the 5GHz Wi-Fi network from your discs.
The setup mode will be active for 30 minutes or you can disable it any time, by setting back to disabled or restarting your network.
Devices connected using 5GHz will be disconnected and may not reconnect to 2.4GHz automatically.