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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

B

Thanks for the original post and the update from BT. Just letting folks know that I contacted them about this issue a few minutes ago and they didn’t admit to having a fix yet. They just reiterated that they would sort it ‘as soon as they could’...:rolling_eyes:  

My Sonos system and various other devices were working with this router before the firmware update in April. I wasn’t 100% sure what update had caused the issue but it now looks like it’s the BT one! (there is also page on this on BT support) 

 

 

J

Just rang BT - they acknowledged the issue. Told me there was no individual router update. The only workaround they have is to remotely disconnect the 5ghz connection. I said the publicity on BBC gives the impression individual callers have router updated with a software update. I was told this is not correct - they are working on a fix and in the meantime the only solution is to temporarily turn off 5ghz connection which they have done remotely. They said fault lies with recent update to Home Hub 2 which they are working on. Hopefully sorted by end of May. 

James L.
Badge +17

Hey folks,

 

Just letting you know there’s a new statement by BT at the top of the original post on this thread :slight_smile:

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

Since my last post my router has had a forced restart and touch wood everything since is back to normal. I can now see my sonos system with 5ghz switched back on and can control from both my laptop and mobile on 5ghz. My printer is also back playing nicely. Hopefully this is it sorted. Firmware v0.26.04.04227-BT for reference

how did you force the restart and get update? BT have no idea when i contact them

 

W

I see that Bt have uploaded v0.26.04.04227-BT firmware to my hub overnight.  I think I’ll leave my 5Ghz switched off for the moment and see how the update goes with the community

B

Just to update, my experience with v0.26.04.04227-BT firmware update seems to be good. Sonos app has been able to see the all speakers every time I’ve accessed it. It’s only been a day or so, but usually by now atleast one of my devices would have stopped seeing them by now. 

How did you get the firmware update? BT are saying it could be several more weeks for everyone to get it. Is there a process to follow?

 

M
Userlevel 1
Badge +1

Now on the BBC, that should do it

https://www.bbc.co.uk/news/technology-56949262

T

So glad I’ve just come across this post - I knew things had been working absolutely perfectly until early April, and although I had figured out the temporary fix of switching off 5hrtz, I just couldn’t figure out what was causing the problem and thought I was losing my mind!

Let’s hope BT keep their promise to issue fix in four or five weeks time

W

I’ve had similar issues with my play 5 & 3. My BT Hub has firmware v0.26.03.01286-BT dated 20/4/2020.  Today I ‘phoned the Sonos helpline and they could not have been more helpful. We spent 45 minutes going through the set up, I was told that there was a known issue with the hub and subsequently changed the hub settings by disabling the 5GhZ signal.  All works perfectly now. I also have ‘smart’ heating controls which have been causing a lot of problems recently, the ‘fix’ by Sonos also solved these issues.  Great service from Sonos.

S

Since my last post my router has had a forced restart and touch wood everything since is back to normal. I can now see my sonos system with 5ghz switched back on and can control from both my laptop and mobile on 5ghz. My printer is also back playing nicely. Hopefully this is it sorted. Firmware v0.26.04.04227-BT for reference

R

Just to update, my experience with v0.26.04.04227-BT firmware update seems to be good. Sonos app has been able to see the all speakers every time I’ve accessed it. It’s only been a day or so, but usually by now atleast one of my devices would have stopped seeing them by now. 

L
Userlevel 1
Badge +4

BT complaints called today and whilst there wasn’t an update on when things would be resolved, the guidance was it was being treated as an unprecedented situation and there was teams working on a fix. They were unable to give an estimate timescale for resolution. However they did agree to a bill credit towards the cost of purchasing a Sonos Boost. I don’t have an option to wire any of my speakers, as the router is in the top of a utility cupboard. 
 

Seperately, Sonos support emailed today to say they had had an update from BT that they were anticipating a fix in 4-5 weeks time. They asked for details of my router firmware version, when it was updated, and the serial. They advised they were passing this on directly to BT to ensure Sonos users could be prioritised for a fix being pushed out.
 

Interestingly seeing the same, date of last firmware update has changed from 8-Apr-2021 to 4-May-2021, however the version is still unchanged. The issues also persists, so I don’t think anything has changed. 

You have done well there, I just spoke to BT & the guy on the other end hung up the phone, telling me that there isn’t a problem with BT….:drooling_face:

S

Has the latest firmware v0.26.04.04227-BT solved the problems for anyone please? I am still having issues although when 5ghz band is back on occasionally my sonos system appears, I can then play a track or two before it disappears again.

Airgetlam

Sonos doesn’t have any control over what network/channel/frequency your iPhone is using, you have to set that yourself in Apple’s settings. The controller will use whatever channel the device is using to contact your router, your router than is supposed to route the data to whichever channel the Sonos system is connected to. And there’s no correlation between what channel your iPhone is using, and what channel the speakers are using. 

Bruce
M
Userlevel 1
Badge

It wasn’t that the Sonos devices were having trouble using it, it was that your controller device, which most frequently was connecting to the 5Ghz side, was being blocked by the router in communicating with any 2.4Ghz connected devices, Sonos included.  You don’t have to have your Sonos devices connected to 5Ghz...and some can’t. The key to this situation is that BT needs to allow a command coming in on 5Ghz to be sent back out on the 2.4Ghz side. 


im aware of the problem. Aware my Sonos uses 2.4Ghz. I’m talking about using the Sonos app on a device using 5Ghz. 

Have you tried restarting your router and devices?

Yes reset iPhone network settings. Every device is still using 2.4Ghz. It’s like my 5Ghz is still switched off, it’s not though. 

M
Userlevel 1
Badge +1

Update

BT Engineer called me again tonight, he fully described the issues that we have been seeing and said that they firmly believe they will have done a firmware update by the end of the week. He advised me to keep a close eye on the BT Community forum as they will let us know when its released and then as soon as it is, i have to do a complete factory rest of the hub using the pin hole at the back

 

Fingers x’d 

C

It wasn’t that the Sonos devices were having trouble using it, it was that your controller device, which most frequently was connecting to the 5Ghz side, was being blocked by the router in communicating with any 2.4Ghz connected devices, Sonos included.  You don’t have to have your Sonos devices connected to 5Ghz...and some can’t. The key to this situation is that BT needs to allow a command coming in on 5Ghz to be sent back out on the 2.4Ghz side. 


im aware of the problem. Aware my Sonos uses 2.4Ghz. I’m talking about using the Sonos app on a device using 5Ghz. 

Have you tried restarting your router and devices?

W

All working fine for me too

J

Got this update yesterday. Restarted the hub and so far so good 👍

 

M
Userlevel 1
Badge

It wasn’t that the Sonos devices were having trouble using it, it was that your controller device, which most frequently was connecting to the 5Ghz side, was being blocked by the router in communicating with any 2.4Ghz connected devices, Sonos included.  You don’t have to have your Sonos devices connected to 5Ghz...and some can’t. The key to this situation is that BT needs to allow a command coming in on 5Ghz to be sent back out on the 2.4Ghz side. 


im aware of the problem. Aware my Sonos uses 2.4Ghz. I’m talking about using the Sonos app on a device using 5Ghz. 

Airgetlam

It wasn’t that the Sonos devices were having trouble using it, it was that your controller device, which most frequently was connecting to the 5Ghz side, was being blocked by the router in communicating with any 2.4Ghz connected devices, Sonos included.  You don’t have to have your Sonos devices connected to 5Ghz...and some can’t. The key to this situation is that BT needs to allow a command coming in on 5Ghz to be sent back out on the 2.4Ghz side. 

Bruce
M
Userlevel 1
Badge

Switched my 5Ghz on and none of my devices are using it…

W

i have new firmware. will switch on the 5MHz again and see how it goes

 

M
Userlevel 1
Badge

BT firmware updated 04/05/2021

Serial number: v0.26.04.04227-BT

 

Switched on 5Ghz channel again (switched it off so I could cast to Sonos etc), but everything (25 devices) are all still connected to the 2.4Ghz channel. 
 

Need my iPhone to join the 5Ghz channel in order to test if it’s been fixed. 

I

To find your 5GHz.. go into your Router Admin manager:

type the IP address of your Router into the address bar and enter your password (should be as noted on the BT hub/sticker that you use to connect devices). Once in the manager, go to ‘Advanced Settings’.. and amend the 5GHz side of the settings to ‘OFF’ (you will have to enter your password again)… then save.. and you should be JOB DONE!

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