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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

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

C

My firmware has been updated to v0.26.04.04227-BT

All seems to be working fine for now. 

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. 

B

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!

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….

M

My router was updated this week & all seems ok at present. The Sonos speakers have been working quite well the last few days….

 

I don’t want to tempt fate, but hopefully the latest firmware update has done the trick for me….🤞

 

The new firmware is v0.26.04.04227-BT…. 🤞

Thanks Leigh,

i was on the phone earlier to them and they said the end of the month. My issue appears to be the mesh conflicting with BT routers Wi-fi. 

L
Userlevel 1
Badge +4

My router was updated this week & all seems ok at present. The Sonos speakers have been working quite well the last few days….

 

I don’t want to tempt fate, but hopefully the latest firmware update has done the trick for me….🤞

 

The new firmware is v0.26.04.04227-BT…. 🤞

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

N
Userlevel 1
Badge +2

I’m also suffering this BT Hub 2 issue. Firmare wv0.26.03.01286-BT  

My iPhone will not connect although my iPad and MacBook are more reliable with the Sonos app. The phone (11 pro)  though has so many issues. The only thing I’ve not tried is the switching off of 5ghz. If I reboot everything it works for 24 hours and then all starts again. 

That was the firmware my router that got replaced was on. Your router may have similarly ‘refused’ the recent update. 
 

Short term - don’t bother with router reboots as it just comes back, turn off the 5ghz band which does work but will slow your WiFi devices somewhat. 
 

Proper fix - contact BT directly, tell them your router is suffering the same problem the bbc article mentioned and your WiFi devices are not talking to each other on both bands. They will either force an update or see that an update was sent but failed and send you out a new router. 
 

Doesn’t cost anything and they provide a return label for you to post old router back to them.
 

Takes about 3 days for new router to arrive. 

C

I’m also suffering this BT Hub 2 issue. Firmare wv0.26.03.01286-BT  

My iPhone will not connect although my iPad and MacBook are more reliable with the Sonos app. The phone (11 pro)  though has so many issues. The only thing I’ve not tried is the switching off of 5ghz. If I reboot everything it works for 24 hours and then all starts again. 

Corry P
Userlevel 7
Badge +18

Hi @nomadski 

Thanks for sharing your experience!

Looking at the update date it was today, 12th May, so maybe they have removed the recent firmwares from the update process?

I think this is a safe bet.

"Common sense is the collection of prejudices acquired by age eighteen." - Albert Einstein
N
Userlevel 1
Badge +2

I put this in another thread about the same issue but TLDR I contacted BT and they said my router had refused the update they tried to send (?) so I needed a new router. 

Set it up today and everything is going perfectly, just as it did before this mess started. Got my 5Ghz band on, no Sonos units wired, and everything works in the apps on pc, phone and tablets.

I assumed it had an advanced firmware preinstalled on it, but looking at it, it’s actually a really old firmware v0.24.04.11017-BT so I’m hoping it doesn’t do an update overnight and bork itself again…

Looking at the update date it was today, 12th May, so maybe they have removed the recent firmwares from the update process?

 
 
 
 
 
 
 
 
 
 
L
Userlevel 1
Badge +4

I thought as much….

 

The whole system has gone off again tonight, with only a full reset getting them back working.

 

I think I might switch them off until this update has been issued, as it’s getting beyond frustrating to live with….🤬

Did you actually read the initial post at all? Disable 5GHz. That’s it. Quit blaming Sonos for BT’s mess.

I have read all the posts & calm down, aren’t forums made for venting your anger??

 

Plus, if you read my post properly I’m not directly blaming Sonos for anything….🤦‍♂️

controlav
Userlevel 7
Badge +23

I thought as much….

 

The whole system has gone off again tonight, with only a full reset getting them back working.

 

I think I might switch them off until this update has been issued, as it’s getting beyond frustrating to live with….🤬

Did you actually read the initial post at all? Disable 5GHz. That’s it. Quit blaming Sonos for BT’s mess.

Author of the leading independent Sonos app for Windows, the only Sonos app for Xbox, and a Sonos app for iOS
L
Userlevel 1
Badge +4

My BT complaint has also been closed even though I didn’t close it??

 

 

I contacted help, but couldn’t really get anywhere.

 

I have all of my Sonos speakers linked to a Boost, apart from my Move, which can’t attach to a Boost.

 

The Sonos speakers that are attached to the Boost are ok, but the Move is pretty much unusable.

 

It doesn’t show up on my iPhone app & responds to my ‘Alexa’ prompt, but doesn’t complete the task I ask?

 

For example, tonight I asked Alexa on the Move to “Play 5Live” it responds with “Playing 5Live” only to not play anything???

 

I have tried this 4 times with no luck….

 

I noticed that every time I asked Alexa, the white light on top of the unit flashes a few times, but nothing happens???

 

Even weirder is that the Move shows up on my Wife’s Android S2 app, but not the iPhones S2 app??

 

I am at a loss with the poor connection issues I am experiencing with Sonos….🤦‍♂️

 

 

sounds like exactly what’s been happening since the firmware update. The wireless devices can’t see each other properly. Nothing you can do until BT fix it. I raised a complaint with them following the link given above and after a couple of days they got in touch and updated it. Too early to say whether it’s fixed things yet but so far so good.

 

I thought as much….

 

The whole system has gone off again tonight, with only a full reset getting them back working.

 

I think I might switch them off until this update has been issued, as it’s getting beyond frustrating to live with….🤬

B

My BT complaint has also been closed even though I didn’t close it??

 

 

I contacted help, but couldn’t really get anywhere.

 

I have all of my Sonos speakers linked to a Boost, apart from my Move, which can’t attach to a Boost.

 

The Sonos speakers that are attached to the Boost are ok, but the Move is pretty much unusable.

 

It doesn’t show up on my iPhone app & responds to my ‘Alexa’ prompt, but doesn’t complete the task I ask?

 

For example, tonight I asked Alexa on the Move to “Play 5Live” it responds with “Playing 5Live” only to not play anything???

 

I have tried this 4 times with no luck….

 

I noticed that every time I asked Alexa, the white light on top of the unit flashes a few times, but nothing happens???

 

Even weirder is that the Move shows up on my Wife’s Android S2 app, but not the iPhones S2 app??

 

I am at a loss with the poor connection issues I am experiencing with Sonos….🤦‍♂️

 

 

sounds like exactly what’s been happening since the firmware update. The wireless devices can’t see each other properly. Nothing you can do until BT fix it. I raised a complaint with them following the link given above and after a couple of days they got in touch and updated it. Too early to say whether it’s fixed things yet but so far so good.

 

L
Userlevel 1
Badge +4

My BT complaint has also been closed even though I didn’t close it??

 

 

I contacted help, but couldn’t really get anywhere.

 

I have all of my Sonos speakers linked to a Boost, apart from my Move, which can’t attach to a Boost.

 

The Sonos speakers that are attached to the Boost are ok, but the Move is pretty much unusable.

 

It doesn’t show up on my iPhone app & responds to my ‘Alexa’ prompt, but doesn’t complete the task I ask?

 

For example, tonight I asked Alexa on the Move to “Play 5Live” it responds with “Playing 5Live” only to not play anything???

 

I have tried this 4 times with no luck….

 

I noticed that every time I asked Alexa, the white light on top of the unit flashes a few times, but nothing happens???

 

Even weirder is that the Move shows up on my Wife’s Android S2 app, but not the iPhones S2 app??

 

I am at a loss with the poor connection issues I am experiencing with Sonos….🤦‍♂️

 

 

B

Anyone experiencing similar problems with other devices such as wireless printers ?

Our HP Envy 5030 is refusing to operate but says connected to router but remains invisible to laptop iPads and iPhones.

Yes I’m having this problem with my Epson XP-8600 as well as my Sonos speakers …. I’ve submitted a complaint to BT

Update from BT - spoke to a nice lady who suggested I switch all products working on 5ghz to 2.4ghz! Not what I signed up for … I’m leaving BT when the contract expires :-)  

M
Badge

If need to check the number, but last updated early April 

S

I logged a complaint last week with BT, they closed it without contacting me and I can see the firmware has not been updated. So this morning  have re-opened the complaint and told them to contact me. It’s causing Sonos issues and also wireless printing issues. Let hope for a solution soon

Which firmware are you running on your hub mate please ?

M
Badge

I logged a complaint last week with BT, they closed it without contacting me and I can see the firmware has not been updated. So this morning  have re-opened the complaint and told them to contact me. It’s causing Sonos issues and also wireless printing issues. Let hope for a solution soon

R

Had an update from BT to say my case is closed, but still no connection on Play 1, they are now saying 4/5 weeks to sort it, its really not good enough!

M
Userlevel 1
Badge +1

Today Firmware updated to v0.26.04.04227-BT after contacting BT Team through BT Community thread.

Router restarted, 5ghz turned back on and all seems to be working fine on all devices

R

For those asking how to get the update, raise a complaint with BT https://www.bt.com/help/complaints

Someone should call you back in a couple of days. Apparently there is a team internally looking at it. Be very clear with them it’s an acknowledged known issue, as the person might not be immediately aware of it. Mine wasn’t, but they eventually tracked it down and were able to help.

 

The firmware update seems to have resolved the issue for me. I went a couple of days without issue. However I’ve now installed a Sonos Boost, as I’d ordered this pre the new firmware coming out. Despite it looking like it’s been resolved I don’t trust there not to be issues again in the future. Everything working perfectly with the Boost in place. 

S

So just to confirm after 24 hours that firmware v0.26.04.04227-BT hasn't been the total success I had hoped. Things seem more stable and I have managed numerous hours of sonos use with 5ghz enabled. However dropouts are unpredictable and I cannot identify what is causing the issues. One minute I can see the sonos system and the next I can't. Things are improving clearly but still not the final fix that is needed 

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