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BT Smart Hub 2 - Connection Issues (April 2021)

BT Smart Hub 2 - Connection Issues (April 2021)
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261 replies

M

I’ve had this problem and it now seems to be resolved 🤞

ive just upgraded to S2 because I’ve just got a Roam..

I wanted to then set up a separate S1 system for my play 5 gen1

on completing, one minute it would work then the next minute it wouldn’t.. roam and move would disappear on some iOS devices but be visible on others..

anyway did as suggested and spoke to BT.. They said they have made some changes and I would have to now reboot the smart hub 2.. they didn’t actually say what they have done..?

Anyway all is working as it should do at the moment 🤞just to confirm during this process I’ve not touched any of the speakers.. hub was just rebooted and once it came on I opened both apps and all was as it should be 👍

I am so glad I found this on here otherwise I’d still be messing about now trying all sorts of different things!

🤞all is ok come morning 😬

Hi Nick,

just to clarify did BT update your firmware or did you just disable tye 5ghz?

Cheers

Matt

M
Userlevel 1
Badge +1

Also experiencing this issue. Can see the firmware on my Hub updated on 8 April. Can I suggest you don’t just report to BT, but raise as a complaint here: https://www.bt.com/help/complaints it only takes a couple of minutes to complete the web form. Hopefully if there is enough complaints they will do something about it quicker. 

on to it now cheers

 

T

Like many others having the same issue a couple of questions (from a dumb user)

     -  Has anyone tried giving different SSID’s names for the 5Ghz and 2.4Ghz leaving 5Ghz for TV and moving everything else to 2.4Ghz?

    - I was thinking of buying a Boost but surprised to see this doesn’t work? Wouldn’t it be the same as connecting a speaker by ethernet?

Thanks for all the useful insights 

K
Userlevel 7
Badge +16

Hi, just disabled the 5Ghz connection and now all of my Sonos equipment connected straight away with the app. Thanks for the info as I’ve been pulling my hair out trying to sort this out. 👍

Works reliably as a fix/proof point for me.. but I can’t keep the 5ghz band off as then my tv streaming services drop to potato-cam resolution.. this needs a proper permanent fix between BT/Sonos

Can't you have differently ssid's for 2.4gh and 5ghz?, sign all the Sonos kit on to 2.4 (including controller) and all your Smart TV kit on the 5ghz ssid?.

M
Userlevel 1
Badge +1

Like many others having the same issue a couple of questions (from a dumb user)

     -  Has anyone tried giving different SSID’s names for the 5Ghz and 2.4Ghz leaving 5Ghz for TV and moving everything else to 2.4Ghz?

    - I was thinking of buying a Boost but surprised to see this doesn’t work? Wouldn’t it be the same as connecting a speaker by ethernet?

Thanks for all the useful insights 

Hi Boost works same way as hard wiring one of the speakers, it creates its own mesh (Sonosnet) independent of the other 2.4ghz band. You can't change the SSID’s on the SH2. Move and Roam dont use Sonosnet and instead stick to the router supplied 2.4ghz band. The issue is that if you are trying to control sonos using an iPhone or device on the 5ghz band, it won't talk to sonos and vice-versa leaving products missing from menus, dropping in and out and just a total **** up really. Best thing is to disable 5ghz from the advanced menu (if sonos is important to you everyday) and wait for BT to sort it - dont forget to file a complaint as mentioned above

L
Userlevel 1
Badge +4

An update on the latest firmware update, is that it’s no better for me….🤦‍♂️
 

My Arc/Sub/SL combination have been switching on & off all night.

 

The only way I could get the to work again, was rebooting the router, yet again….🤬

 

I’ve given up for tonight…. I’ll give BT another call tomorrow….

R

My understanding is Roam atleast, unsure about Move, have 5ghz capability. So Boost should connect to the all the 2.4ghz speakers and normal WiFi pick up Move/Roam. That’s certainly been my experience with Roam, iOS controller can still see it when it can’t see any of the other speakers. 

 

Sonos have offered a 30% discount on the Boost, but it’s still £70 I don’t really want to spend. I’d never have considered it, as live in a two bed flat and have never experience any Sonos connection issues prior to this BT issue. 

James L.
Badge +17

My understanding is Roam atleast, unsure about Move, have 5ghz capability. So Boost should connect to the all the 2.4ghz speakers and normal WiFi pick up Move/Roam. That’s certainly been my experience with Roam, iOS controller can still see it when it can’t see any of the other speakers. 

 

Sonos have offered a 30% discount on the Boost, but it’s still £70 I don’t really want to spend. I’d never have considered it, as live in a two bed flat and have never experience any Sonos connection issues prior to this BT issue. 

If you have a Roam or Move in the house I wouldn’t recommend purchasing a Boost to work around this issue. In fact, I wouldn’t be recommending an additional purchase just for getting around this issue anyway. Your best option here would be to disable 5GHz on your BT Smart Hub 2 as I’ve described in my original post.

Mark good posts by pressing the like button, and select the best answer on questions you've asked to help others find solutions.
R

I’ve tried disabling 5ghz and I know it resolves this specific issue, but it’s like solving one problem by creating another one - causing issues for my experience using the internet on other devices. It moves my speed from 150MB down to less than 30MB. This is rubbish when working from home or trying to watch content on the TV. 
 

Has there been anything occur like this with BT historically and if so, how quick are they to respond? I’m considering temporarily moving a speaker into the utility cupboard, I won’t be able to use it, but at least it will help with the connection issues. 

M

Just had a long E-chat with BT support.  They acknowledge the issue (albeit hinting it’s a Sonos generated problem).  They say the new update that resolves the problem will be ready by the end of May!

Yes, that’s what I was advised, but luckily I no longer have issues. 

C

My firmware has been updated to v0.26.04.04227-BT

All seems to be working fine for now. 

B

I’m having the same issues, it’s very confusing as my ipad is connected on 5hz but as it never leaves the house it still has full connection with all devices. both iphones lose all devices. Can’t get through to BT about connection issues as ‘all opeators are busy’

Anyone had any joy on when/if they will get sorted? I was going to get a boost to work around the issue as working from home i cannot disable 5hz

J

Hi, all, interesting, I’ve been struggling with this as well, continually disconnecting and reconnecting my Bt hub, I’ve now disconnected the 5Ghz (switched it off) as per the above and it seems to be back on my phone and iPad, hopefully if Bt fix the issue someone will let us all know.

 

regards, johnny boy

G

Yeah I just gave up and went out and bought an Eero . Best decision I've made in a long time! 

J

Yeah I just gave up and went out and bought an Eero . Best decision I've made in a long time! 

Yeh, I’ve switched the 5Ghz back on my Bt hub, and am now using Alexa, sad really, 

M
Userlevel 1
Badge

Well things have become even worse for me. 

 

Can no longer connect to the Sonos speakers at all now other than by Alexa directly on the Ones or using Alexa on the Echos to control the Symfonisks, but ultimately its limited control compared to using Airplay for me and my general usage. 

 

(Is it related to the Sonos App (iOS) update version 13.1 with the ever helpful “Bug fixes and improved performance”)

 

Anyway...

Just spent 45 minutes on phone with BT and mentioned the firmware update several times including routing the actual number as detailed in the thread but got nowhere in that regard so am currently still running V0.26.03.01286

 

How do you get through to someone who can action the update?

 

Only thing I got was another WiFi Disc is being sent out free of charge so that I can try plugging the speakers in directly and leaving them like that. Also booked an engineer to visit later in month but feel thats fruitless and stated as much but obviously they have a procedure to follow and in fairness the operative was trying to help.

If BT are being open about this issue they are keeping it hidden from those that can potentially help as they couldn't find anything on the update. 

Not impressed really. For us its a rock solid service but this has really let them down. 

M
Userlevel 1
Badge

Another slight update…

The Sonos One’s are voice control with Alexa set up. 
If I ask Alexa to play something it will also result in the One’s (in a stereo pair) to show back up in the Sonos App/work with Airplay. 
They will disappear again but for some reason using Alexa brings them ‘back’ for a bit. 
 

The IKEA Symfonisks once ‘lost’ from the Sonos App remain ‘lost’ unless I ask the Echo Dot’s to control them. 
 

If I ask Alexa on the One’s to play music on the Symfonisks I just get a ‘sorry, something went wrong’ response. 

Thought I’d add this as hopefully every little bit of information helps someone, be that Sonos or BT get to the bottom of the issue. 

M
Userlevel 1
Badge

I called BT on 17 May to report it.  I noticed today my software has been updated today to v0.26.04.04227.

 

Problem seems solved.  I am rather happy, as my Sonos 3 is now connected for the first time in about a month.

Likewise. 
 

Received an email late last night telling me my case has been resolved/closed but on checking the reference number it doesn’t exist in the system as I can see it. 
 

Checked the hub this morning and showing v0.26.04.04227 now.

 

So either I wasted my time on the phone yesterday and should have just waited or after the call it was picked up by someone else who actioned the update or whatever needed to be done. 
Either way everything currently working as it should. Let’s hope it stays that way now. 
 

Will leave it a week before cancelling the engineer that was booked to ‘check everything’

M
Userlevel 1
Badge

Another slight update…

The Sonos One’s are voice control with Alexa set up. 
If I ask Alexa to play something it will also result in the One’s (in a stereo pair) to show back up in the Sonos App/work with Airplay. 
They will disappear again but for some reason using Alexa brings them ‘back’ for a bit. 

I just tried this. I did manage to play music by asking Alexa. I could then control music through the Spotify App. Unfortunately (for me) the Sonos app still didn’t work. 
 

Good that I can still play music, but it’s infuriating that we’re all having this issue.  


Also, just tried to cast BT sport from my iPhone (5 GHz) to my TV via Chromecast which is 2.4Ghz. Doesn’t work. Confirms it’s a BT Smart Hub issue to me. 

controlav
Userlevel 7
Badge +23

What cracks me up is the fact they they, that is, Sonos and the likes of BT want us to use there products but leave you dangling over the cliff of frustration not knowing which way to jump, I’m so fed up of it all I feel like dumping the lot and going back to hard wired.


Hard-wired may not help as your mobile device still needs wireless, and if your router interferes with inter-device communication between wired/wireless then your problems will remain. You need a router that does not interfere with local network traffic if you want Sonos to work reliably.

Oh and Sonos are not leaving you dangling anywhere: this is 100% BT’s problem.

Author of the leading independent Sonos app for Windows, the only Sonos app for Xbox, and a Sonos app for iOS
M
Userlevel 1
Badge +1

Another slight update…

The Sonos One’s are voice control with Alexa set up. 
If I ask Alexa to play something it will also result in the One’s (in a stereo pair) to show back up in the Sonos App/work with Airplay. 
They will disappear again but for some reason using Alexa brings them ‘back’ for a bit. 

I just tried this. I did manage to play music by asking Alexa. I could then control music through the Spotify App. Unfortunately (for me) the Sonos app still didn’t work. 
 

Good that I can still play music, but it’s infuriating that we’re all having this issue.  


Also, just tried to cast BT sport from my iPhone (5 GHz) to my TV via Chromecast which is 2.4Ghz. Doesn’t work. Confirms it’s a BT Smart Hub issue to me. 

Thanks Mal

Great Detective work, you should be in AC-12

J

I reported the issue a few weeks ago to BT - only solution they had was to switch off 5Ghz connection and wait for a fix and or update. They did this remotely i.e. switched off 5Ghz. Yesterday I reset my BT Smart Hub (I have done this umpteen times recently) and noticed in doing this the Hub was updated to firmware version v 0.26.04.04227. That’s new I thought - so restarted 5Ghz connection myself. Sonos worked like a dream. 24 hours later and (say it quietly) Sonos is still working perfectly. Early days perhaps but recently Sonos only worked on 5 Ghz for a few hours at a time before crashing. Anyway, it seems to be working now. I appreciate everyone’s situation is different. I’ll keep you posted on progress. 

B

It must be a combination of BT, IOS ans Sonos as my ipad is on 5ghz and works fine. iphone on 5ghz doesnt work. Ring devices on 2.4Ghz work perfectly well with both devices. Very frustrating.

M
Userlevel 1
Badge

Received the new firmware v 0.26.04.04227 yesterday and results are mixed.  iPad seems ok, the Sonos app works.  iPhone seems a bit more intermittent, works sometimes, not others. which is better than it never working with the previous firmware.  Airplay to the Sonos is still very broken, disconnects after a few minutes

B

Another slight update…

The Sonos One’s are voice control with Alexa set up. 
If I ask Alexa to play something it will also result in the One’s (in a stereo pair) to show back up in the Sonos App/work with Airplay. 
They will disappear again but for some reason using Alexa brings them ‘back’ for a bit. 

I just tried this. I did manage to play music by asking Alexa. I could then control music through the Spotify App. Unfortunately (for me) the Sonos app still didn’t work. 
 

Good that I can still play music, but it’s infuriating that we’re all having this issue.  

Ny speakers briefly re appear if i leave the house and come back

 

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