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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

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.

G

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.

M
Userlevel 1
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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.  

N
Userlevel 7
Badge +18

I recently started having the same issue with a Ubiquiti EdgeRouter X and an AC Lite setup. Are you aware of this?

You might be better starting a new topic and leave this thread specifically for BT Smart Hub 2 comments. 

N

Evening all..

Just to let you know after saying all was working ok after getting on to BT.. ITs back to its usual here one minute gone the next!

S2 works ok (have a boost) but move and roam disappear from some devices.. if I switch Wi-fi off then back on, sometimes they come back briefly.

S1 is the same.. I remember though S1 was a pig to set up… my old BT Hub I had to turn off 5ghz, (even though it had its own SSID) to set up and once all sorted I could put 5ghz back on and all was ok.

This new SM2 I can’t do that so screwed!

come on SONOS surely you can sort this… some one is at fault…?!?!

C

So, my comment 5 posts ago was a bit premature^ after only just having received the update, 4 days later and everything now works, all the time.  The new firmware does fix the issue but there may be some short term issues before it settles down.

Got the new updated firmware three days ago, Sonos working as it should ,thank god

was really getting pissed off rebooting the smart hub, cheers by.

M
Userlevel 1
Badge +1

Update from BT complaints, acknowledging it’s a an issue with the firmware (yay). Priority 1 issue and should be fixed in the coming days. Only affects devices connected directly to the SH2 apparently and devices connected to the wifi discs would be unaffected. Was already looking to replace it myself with a Ubiquity UniFi Dream Machine. 

Wonderful news, thanks

I always told my kids that “pestering wouldn't get you anywhere” but i was proved wrong in this case! 

B

Update from BT complaints, acknowledging it’s a an issue with the firmware (yay). Priority 1 issue and should be fixed in the coming days. Only affects devices connected directly to the SH2 apparently and devices connected to the wifi discs would be unaffected. Was already looking to replace it myself with a Ubiquity UniFi Dream Machine. 

Thanks for the update, this makes sense as I can still use the one speaker that uses a disc

S

Lets hope BT keep their word and sort the firmware out quick. Just has them install FTTP yesterday, I’m sitting there thinking this is all going to be singing and dancing but can’t connect my 3 play 1s. £600 of speakers practically bricked by BT and me wishing I’d stuck with Sky! Yes I can get it working with an ethernet cable but I don’t want a thick piece of yellow wire connecting up a wireless system straddling my shelves.

S

I’m also just off the phone with BT complaints department. They have confirmed known issue being treated as a Priority, they are ‘HOPING’ it will be sorted by mid part of next week.

M
Userlevel 1
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Update from BT complaints, acknowledging it’s a an issue with the firmware (yay). Priority 1 issue and should be fixed in the coming days. Only affects devices connected directly to the SH2 apparently and devices connected to the wifi discs would be unaffected. Was already looking to replace it myself with a Ubiquity UniFi Dream Machine. 

Interesting regarding the discs.
Had ours off since the Smart Hub 2 arrived as hasn’t got around to it and then distracted by this whole charade. 
 

Just connected the disc upstairs to the SH2 and straight away the 2 Ones upstairs connected to it and sure enough they show up in the Sonos App. 

The downstairs speakers won’t connect to the disc as the SH2 is far stronger downstairs. 
 

So maybe the issue is solely BT’s then.
Still. Why does the Ring camera work but the Sonos gear doesn’t. Strange. 

Fingers crossed they come good sooner rather than later then now. 

M

Hiya. Another fed up BT customer with SH2 and was unable to keep connected my new SONOS kit. 
On Monday I raised a complaint with BT as suggested. I’ve just tried my Sonos and fingers crossed seems to be connecting! 
 

The BT firmware hasn’t been update yet. If you’re connecting it’s likely because your smart phone has dropped on to the 2.4ghz frequency. 

Oh!! I thought it was too good to be true! 

D

Has been fine for a couple of years

Last month - started dropping music.

Firmware reported: v0.26.04.04227-BT

Smart setup turned off

Still dropping music :(

M
Userlevel 1
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So maybe the issue is solely BT’s then.
Still. Why does the Ring camera work but the Sonos gear doesn’t. Strange. 

Fingers crossed they come good sooner rather than later then now. 

Of course this is solely BT’s issue. The fact your Ring works is not at all “strange” because it doesn’t do a device-device connection: the camera goes out to the internet. Their app on your phone goes out to the internet. Even BT don’t get device->internet wrong. Sonos needs device-to-device, on your local network, to function correctly, so when BT make some devices (5GHz) not connect to some other devices (2.4GHz) on the same damn network then Sonos’ whole network model breaks down.

Cool. Like I’ve said. Im no tech head so if a device on 2.4ghz works with my phone but another device doesn’t then yes, to me it’s ‘strange’.

Device to device or device to internet means nothing to the vast majority of us and like me probably don’t even now whether that’s the case or not for a particular product. 

So whilst it may be ‘obvious’ to you that these differences exist don’t assume we all understand those differences and how they play out in this instance.

Maybe Sonos could have added more explanation which wouldn’t then lead to people querying why some things work and some don’t when the conditions appear on the surface to be the same.

(As a side point though, I’d still be curious as to why Sonos use only 2.4ghz apart from that’s what hardware they have, more why that was chosen and not the ability to use both)

S

https://community.bt.com/t5/BT-Devices/2-4GHZ-and-5GHZ-Bands-BT-Smart-Hub-2/td-p/1907547/page/75

 

Take a look at this link. Many people having connection issues with smart hub 2

M
Userlevel 1
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So maybe the issue is solely BT’s then.
Still. Why does the Ring camera work but the Sonos gear doesn’t. Strange. 

Fingers crossed they come good sooner rather than later then now. 

Of course this is solely BT’s issue. The fact your Ring works is not at all “strange” because it doesn’t do a device-device connection: the camera goes out to the internet. Their app on your phone goes out to the internet. Even BT don’t get device->internet wrong. Sonos needs device-to-device, on your local network, to function correctly, so when BT make some devices (5GHz) not connect to some other devices (2.4GHz) on the same damn network then Sonos’ whole network model breaks down.

Cool. Like I’ve said. Im no tech head so if a device on 2.4ghz works with my phone but another device doesn’t then yes, to me it’s ‘strange’.

Device to device or device to internet means nothing to the vast majority of us and like me probably don’t even now whether that’s the case or not for a particular product. 

So whilst it may be ‘obvious’ to you that these differences exist don’t assume we all understand those differences and how they play out in this instance.

Maybe Sonos could have added more explanation which wouldn’t then lead to people querying why some things work and some don’t when the conditions appear on the surface to be the same.

(As a side point though, I’d still be curious as to why Sonos use only 2.4ghz apart from that’s what hardware they have, more why that was chosen and not the ability to use both)

In simple terms the 2.4Ghz range is better over longer distances. 5GHZ is better over short distances. So for a whole home music streaming experience, 2.4Ghz is the right choice. 

Thanks for the reply. Makes sense on that regard. 
 

I wonder then would it still not be of some benefit to have both the bands available but for the device to default to 2.4ghz with the 5ghz as a back up so to speak. Regardless I don’t want to sidetrack the discussion from the issue at hand and with any luck in the coming days those of us with the SH2 will all be sorted. 

A

BT responded to my complaint yesterday but didn't appear to understand this particular issue and could only advise changing both the 2.4GHz  and 5GHz channel numbers .

This hasn't made any difference and today still getting “Unable to connect to Sonos” today on all three control devices 2 iPhones and 1 iPad.

 

B

I have the same issue since the firmware update last week.  Disabled 5Ghz which solved the issue but then connection speeds on 2.4Ghz were causing other issues.  Contacted BT this evening who reviewed the hub and there was a fault so they are sending a replacement.  Based on the earlier comments I guess this won’t solve the problem until the firmware is fixed, fingers crossed.

controlav
Userlevel 7
Badge +23

BT responded to my complaint yesterday but didn't appear to understand this particular issue and could only advise changing both the 2.4GHz  and 5GHz channel numbers .

This hasn't made any difference and today still getting “Unable to connect to Sonos” today on all three control devices 2 iPhones and 1 iPad.

 


Did you read the original post? Disable your 5GHz radio until BT fix their router.

Author of the leading independent Sonos app for Windows, the only Sonos app for Xbox, and a Sonos app for iOS
G
Userlevel 7

Are you able to connect any of your Sonos speakers directly to your router with an ethernet cable?

"Receive with simplicity everything that happens to you." - Rashi
G

My Move has disconnected from my system for no apparent reason. I have tried to reconnect, then gave it a factory reset, and finally tried a sequential reboot of the whole system as suggested elsewhere on here.

None of it works.
I now have a Move which is on my system but will not register. 

S

Anybody got an update?  Supposedly a fix was due before end of May but not forthcoming yet - v0.26.04.04227-BT has not fixed the problem.

Ken_Griffiths

Anybody got an update?  Supposedly a fix was due before end of May but not forthcoming yet - v0.26.04.04227-BT has not fixed the problem.

Does the 7th May update mentioned at the very start of this thread not work? - it says to contact BT via the link and they will fix things remotely?  

M
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I have the same issue, followed all the advice still not working

 

M
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Yes I do and have just found the posts - thanks

 

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