topic BT whole home Wi-Fi in Broadband

BT whole home Wi-Fi

MattP87 — Thu, 20 Jul 2023 12:19:09 GMT

Like all the other posts my mesh Wi-Fi system has been non functional since the latest firmware got pushed to my talktalk router.

tech support are unable to fix and state to post here

system has been tested by BT as fully operational and confirmed to be a router firmware issue.

to double check this I have taken the system to another house with Vodafone broadband and it works faultlessly.

Re: BT whole home Wi-Fi

Anonymous — Thu, 20 Jul 2023 12:27:55 GMT

Hello,

Thanks for your post. I raised this over to our Devices Team last week and they said they would investigate. I've not received an update as yet but I've just chased for an update now. We will post back here as soon as they come back to us.

Thanks

Re: BT whole home Wi-Fi

MattP87 — Thu, 20 Jul 2023 12:40:52 GMT

Thank you Michelle, look forward to hearing/having a resolution as this is causing a lot of disruption as the Wi-Fi signal struggles to get outside the room our routers in.

Re: BT whole home Wi-Fi

SandyNotts23 — Sat, 22 Jul 2023 16:44:18 GMT

Hi Michelle

I am also been experiencing the same problem (BT mesh with Talktalk) for the past 2 weeks, do you have any updates on possible resolutions ?

Thanks

sandy

Re: BT whole home Wi-Fi

Anonymous — Mon, 24 Jul 2023 05:28:21 GMT

Morning,

The team have asked if you could confirm which mesh system you have please. Is the standard, premium or mini?

Thanks

Re: BT whole home Wi-Fi

MattP87 — Mon, 24 Jul 2023 07:50:47 GMT

It’s the premium system.

Thanks

Re: BT whole home Wi-Fi

Anonymous — Mon, 24 Jul 2023 07:52:02 GMT

Morning,

Great, thank you. I'll let the team know.

Thanks

Re: BT whole home Wi-Fi

Anonymous — Wed, 26 Jul 2023 05:32:02 GMT

Morning,

Just a quick update to advise that the team are still investigating this and we're hoping to know more soon.

Thanks

Re: BT whole home Wi-Fi

acmoore — Sat, 29 Jul 2023 12:47:51 GMT

Hi there,

I'm another BT WholeHome Premium mesh user who has lost their network since the latest TalkTalk router firmware upgrade.

Do we have any further info about when this is going to be fixed? It looks as though (according to Michelle's posts) it's at least a couple of weeks since this issue was passed to the tech guys.

I mean, can we not just revert to the previous router firmware (when my BT mesh worked perfectly!) until the tech guys have properly investigated, resolved and tested a stable firmware upgrade?

TBH, the service and support I've been getting from TalkTalk in recent years has been neglible and now I'm out of contract maybe I should start looking for a more reliable provider; this issue with my BT mesh system could be the prompt I need to make the move.

Please update and resolve asap.

Thanks,

Andy

Re: BT whole home Wi-Fi

Gliwmaeden2 — Sat, 29 Jul 2023 17:54:13 GMT

@acmoore and @SandyNotts23, please start your own threads.

Technical issues can get complicated and so staff prefer customers to open a new topic for their issue. They will only respond to the original poster.

You need to return to the message board and click on start a topic.

@SandyNotts23, you also need to complete your community forum profile details with your Talktalk phone number / account number in the Personal Information area. Go via your avatar/name; settings. SAVE CHANGES.

Staff will be back after the weekend.

Re: BT whole home Wi-Fi

Anonymous — Mon, 31 Jul 2023 05:56:28 GMT

Morning,

I'm sorry for the delay. Our team are working to resolve this ASAP. I'll continue to monitor and will post back as soon as we have more information.

Thanks

Re: BT whole home Wi-Fi

MattP87 — Mon, 31 Jul 2023 07:25:43 GMT

Is there an expected completion date? Or a date at which you’ll push the old firmware back out to those having issues?

It’ll be 2 weeks tomorrow that I’ve been unable to get Wi-Fi outside of 2 rooms in my house all because of this firmware update, which could have been reversed to allow normal use to continue until you fixed the next update.

Re: BT whole home Wi-Fi

Gliwmaeden2 — Mon, 31 Jul 2023 08:05:01 GMT

They can't roll back firmware, @MattP87.

Re: BT whole home Wi-Fi

Anonymous — Tue, 01 Aug 2023 06:20:56 GMT

Morning,

Apologies, I'll keep chasing the team for updates on this.

Thanks

Re: BT whole home Wi-Fi

MarkJ48 — Tue, 01 Aug 2023 12:13:43 GMT

It looks like I am experiencing the same problems with my Premium system from BT. The sooner this is resolved the better

Re: BT whole home Wi-Fi

Anonymous — Tue, 01 Aug 2023 12:20:00 GMT

Hello,

I'm sorry to hear this and I'll post back as soon as we have a confirmed resolution.

Thanks

Re: BT whole home Wi-Fi

MattP87 — Tue, 08 Aug 2023 10:46:58 GMT

Morning Michelle, I can guess the answer but are there any updates?

Your complaints team told me I’m free to leave after 30days of the fault which is next Wednesday, not my preferred outcome, but I will need to start making those arrangements in the next day or two.

Thanks, Matt

Re: BT whole home Wi-Fi

Anonymous — Tue, 08 Aug 2023 10:51:27 GMT

Morning,

Unfortunately not. I'm really sorry, I keep chasing for an update on what the next steps will be but the team are still working on a resolution for this. I will continue to keep checking for more information.

Thanks

Re: BT whole home Wi-Fi

MattP87 — Tue, 08 Aug 2023 14:29:16 GMT

I’ve had the following email from BT who have been looking at the issue from their side.

do you have any update on when this will be and how we know when it’s happened?

Email below:

Thanks for your patience while we have been investigating this for you.

We have had it confirmed now that Talk Talk are rolling back the firmware on their router for customers who have been affected by this issue. If you are still experiencing an issue with the discs, you would need to contact Talk Talk to ensure the firmware on your router has been rolled back.

I hope this helps and if there is anything else, please do let me know.

Re: BT whole home Wi-Fi

Anonymous — Wed, 09 Aug 2023 06:27:43 GMT

Morning,

Thank you. I've passed your last post over to the Devices Team and asked them to confirm the next steps.

Thanks