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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

K
Badge +1

My v0.26.04.04227-BT update says 20th May. But I’m sure it’s not stable? I can tell using my device list in Airplay IOS usually there’s 8 but when it’s playing up only 3? Seems to be intermittent. Without 5ghz streaming video is ver wobbly & annoying. BT should give us a refund! 

Belly M
Badge +20

I have been having the same issue for about a week. Did the online chat with sonos and they talked me through changing some settings on th but home hub 2, but I have the same issue again today. Please can we get a resolution to fix it once and for all


It’s a BT issue, your options are

 

Call BT and complain.

Buy another suitable router

Change ISP who supplies a decent router (Zen)

M
Badge

I have been having the same issue for about a week. Did the online chat with sonos and they talked me through changing some settings on th but home hub 2, but I have the same issue again today. Please can we get a resolution to fix it once and for all

K
Badge +1

As of today: BT admit they haven’t solved the issue and have no idea when it will be resolved. I suspect they’re drawing it out till the launch of Smart Hub 3 in a couple of months. I’m pressing them for a refund as my Wifi performance is well below what their adverting promises.

K
Badge +1

My v0.26.04.04227-BT update says 20th May. But I’m sure it’s not stable? I can tell using my device list in Airplay IOS usually there’s 8 but when it’s playing up only 3? Seems to be intermittent. Without 5ghz streaming video is ver wobbly & annoying. BT should give us a refund! 

I was having problems before the dodgy update, especially with Airplay. It was worse after that update,  and now is back to like it was before the dodgy update. So Sonos rooms disappear occasionally and Airplay is still useless most of the time. 

It hasn't changed as far as I’m concerned. They keep logging my complaints then closing them down. The last advisor told me to formally write to their HQ. They’ve been instructed to close down complaints they can’t do anything about! They guarantee speeds, Broadband & WiFi, so we should be refunded for only having 2.4ghz available. 

 

T

Same boat here. Have been losing my mind over it. My wife is fed up with me trying to fix it. 

Spoke to Sonos support and they confirm the issue with the BT Hub. Said as a work around to plug one device in with a ethernet cable and then they should all be viewable on the 5ghz band (iphone app).

 

BT Support have just told me the issue ‘will be fixed in 72 hours’. Not sure how/why. Then I was told to do a factory reset. Then offered a new hub. I think its safe to say the person didn’t have a clue. 

 

So I’m not fixed at all and eagerly await some actual tech support. 

Ken_Griffiths

Same boat here. Have been losing my mind over it. My wife is fed up with me trying to fix it. 

Spoke to Sonos support and they confirm the issue with the BT Hub. Said as a work around to plug one device in with a ethernet cable and then they should all be viewable on the 5ghz band (iphone app).

 

BT Support have just told me the issue ‘will be fixed in 72 hours’. Not sure how/why. Then I was told to do a factory reset. Then offered a new hub. I think its safe to say the person didn’t have a clue. 

 

So I’m not fixed at all and eagerly await some actual tech support. 

If not done already, you can try temporarily disabling your routers 5GHz radio until BT release the fix.

T

Same boat here. Have been losing my mind over it. My wife is fed up with me trying to fix it. 

Spoke to Sonos support and they confirm the issue with the BT Hub. Said as a work around to plug one device in with a ethernet cable and then they should all be viewable on the 5ghz band (iphone app).

 

BT Support have just told me the issue ‘will be fixed in 72 hours’. Not sure how/why. Then I was told to do a factory reset. Then offered a new hub. I think its safe to say the person didn’t have a clue. 

 

So I’m not fixed at all and eagerly await some actual tech support. 

If not done already, you can try temporarily disabling your routers 5GHz radio until BT release the fix.

Tricky one. Do I value Sonos over slow internet for every other device. 
We need this update! 

Ken_Griffiths

Tricky one. Do I value Sonos over slow internet for every other device. 
We need this update! 

72 hours (if that’s a timetable that BT can stick-to) isn’t too long to run devices on a 2.4Ghz connection.
 

I don’t know the BT router, personally speaking, but some routers have a device exclusion list for each of their WiFi bands (I know VirginMedia Superhubs have this option) so if that’s available, then you could add your Sonos MAC addresses to that ‘exclusion list’ instead. 

S
Badge +1

Thanks, James.

S
Badge +1

I recently replaced my router - BT Smart Hub 2 for what seemed like a faulty one.  We’d had a broadband fault which was traced to dodgy connection in the street cabinet. After that was fixed, our router gave us notably reduced speed so I talked to BT and they offered to swap with no quibble.

I went through the rigmarole of using the iOS S2 app to get my Sonos system on to the new WiFi network.  That was tortuous, but eventually I battled through.  There are two of us in the house both with iPhones and the iOS app on both our phones now keeps losing the Sonos system.  This is happening at least once/day.  Each time, the app first tells me to make sure all the Sonos components are switched on, then the app fails to find them so it asks me to switch them all off and back on, then try again.  Once more it fails and it asks me to unplug the router and power it back on.  So, I power it down and back up, then the app ponders for a few more minutes and finds the system.

 

Since the Sonos system was moved to the new router, the Sonos S2 app on my Windows 10 laptop has been able to see the Sonos system.

 

I suspect the iOS app, which has also been intermittently losing Sonos playlists for some time, predating the router swap.

 

Does anyone have any ideas what’s happening? 

 

Hopefully...

S
Badge +1

I’ve just reported this to BT, along with a slow speed from my router which I also suspect is firmware related. When the engineer fixed the line fault, he tested our WiFi. Our router gave 15.7Mbps while his own device (when acting in place of the router) yielded 47.2Mbps.

BT is sending an engineer to look at both issues - though of course if the firmware is the culprit for either or both, it may be a wasted journey.

Watch this space...

T

I also join the list of people having issues with Sonos/Bt software. I am more annoyed with Sonos for not informing their customers about the problem, I almost thought out my system thinking that it had packed up. But I found that turning on/off the BT hub resets the Sonos app. I have a mix of Apple ,Sonos and Amazon speakers and I must admit that Apple is our go to speakers as anyone in the family with Apple device can play there music without downloading extra apps. I am reluctant to invest any more money into Sonos speakers. If I dig out my old Sonos bridge would that help ?????

R
Userlevel 1
Badge

Hardwiring a play:1 to create sonosnet has largely sorted me out for now and allowed me to keep both my bands running on my SH2… though I do intermittently lose my Move and Roam as my phone switches between 5/2.4 now and again.

My problem now, and proving this is a BT SH2 firmware issue once and for all is that I can’t print as my printer is on 2.4 and everything else is on 5 (and who has a printer cable these days? :joy: ), my Sons’ Nanoleafs aren’t working and my Hue Sync Box.. well just forget about that.

On the phone to BT now and will be raising a complaint; why didn’t they just roll the firmware back?! 

Might look in to a new router though.. I’ve not bought a techy gadget in a while.. oh.. except the Roam..

A

I (had) the same issues as reported and have been monitoring this post for the past few days. This morning my Sonos system and other affected Wi-fi devices burst back into life. Has BT solved the issue.? 
 

Anyone else had their system/s reappear today?

James L.
Badge +17

I (had) the same issues as reported and have been monitoring this post for the past few days. This morning my Sonos system and other affected Wi-fi devices burst back into life. Has BT solved the issue.? 
 

Anyone else had their system/s reappear today?

Could you check the firmware version on your BT Smart Hub 2 to see if it’s different from the one in my first post? It would be interesting to know if BT have begun rolling out a fix already.

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

For customers with the BT FTTC/VDSL service they may feel the hassle of finding a alternative, compatible router is too much, especially if they make use of the Youview/BT TV service.

Personally I’d just get a third party dual band WiFi access point (or mesh) and disable the router’s WiFi. 

M
Userlevel 1
Badge

I (had) the same issues as reported and have been monitoring this post for the past few days. This morning my Sonos system and other affected Wi-fi devices burst back into life. Has BT solved the issue.? 
 

Anyone else had their system/s reappear today?

Could you check the firmware version on your BT Smart Hub 2 to see if it’s different from the one in my first post? It would be interesting to know if BT have begun rolling out a fix already.

Experienced the same from late last night. 
Same firmware as in OP and still same today. All speakers be they the Sonos One’s or the IKEA Symfonisks (which are the main issue since reconnecting the WiFi disc which the Ones pretty much live on) have worked absolutely perfectly. 

Something has definitely changed. 
 

Could BT adjust something without it changing the firmware? 
Either way, fingers crossed, things are currently working. 
 

EDIT: just realised and no doubt someone might want to shoot me down for this but just before everything started to work as expected I updated my iPhone to the latest IOS 14.5

I’ll charge the iPad later and see if that still works whilst on the last OS.

Could it be in some way related?

 

EDIT to the EDIT!:

It’s gone again. Even the Ones connected to the WiFi discs. No idea what’s going on now. 

M
Userlevel 1
Badge +1

I (had) the same issues as reported and have been monitoring this post for the past few days. This morning my Sonos system and other affected Wi-fi devices burst back into life. Has BT solved the issue.? 
 

Anyone else had their system/s reappear today?

Could you check the firmware version on your BT Smart Hub 2 to see if it’s different from the one in my first post? It would be interesting to know if BT have begun rolling out a fix already.

Still on v0.26.03.01286-BT

R
Userlevel 1
Badge

I (had) the same issues as reported and have been monitoring this post for the past few days. This morning my Sonos system and other affected Wi-fi devices burst back into life. Has BT solved the issue.? 
 

Anyone else had their system/s reappear today?

Could you check the firmware version on your BT Smart Hub 2 to see if it’s different from the one in my first post? It would be interesting to know if BT have begun rolling out a fix already.

Experienced the same from late last night. 
Same firmware as in OP and still same today. All speakers be they the Sonos One’s or the IKEA Symfonisks (which are the main issue since reconnecting the WiFi disc which the Ones pretty much live on) have worked absolutely perfectly. 

Something has definitely changed. 
 

Could BT adjust something without it changing the firmware? 
Either way, fingers crossed, things are currently working. 
 

EDIT: just realised and no doubt someone might want to shoot me down for this but just before everything started to work as expected I updated my iPhone to the latest IOS 14.5

I’ll charge the iPad later and see if that still works whilst on the last OS.

Could it be in some way related?

 

EDIT to the EDIT!:

It’s gone again. Even the Ones connected to the WiFi discs. No idea what’s going on now. 

I’ve had issues since 10th April (when my router firmware was updated), and I was on 14.4.x at the time… now on 14.5 and still the same. It probably burst back in to life because your phone won’t exclusively live on 5ghz - it will dynamically switch to 2.4ghz if it thinks that’s a more reliable connection. When your phone/controller is on 2.4, you will see your Sonos system.

R
Userlevel 1
Badge

I (had) the same issues as reported and have been monitoring this post for the past few days. This morning my Sonos system and other affected Wi-fi devices burst back into life. Has BT solved the issue.? 
 

Anyone else had their system/s reappear today?

Could you check the firmware version on your BT Smart Hub 2 to see if it’s different from the one in my first post? It would be interesting to know if BT have begun rolling out a fix already.

Experienced the same from late last night. 
Same firmware as in OP and still same today. All speakers be they the Sonos One’s or the IKEA Symfonisks (which are the main issue since reconnecting the WiFi disc which the Ones pretty much live on) have worked absolutely perfectly. 

Something has definitely changed. 
 

Could BT adjust something without it changing the firmware? 
Either way, fingers crossed, things are currently working. 
 

EDIT: just realised and no doubt someone might want to shoot me down for this but just before everything started to work as expected I updated my iPhone to the latest IOS 14.5

I’ll charge the iPad later and see if that still works whilst on the last OS.

Could it be in some way related?

 

EDIT to the EDIT!:

It’s gone again. Even the Ones connected to the WiFi discs. No idea what’s going on now. 

I’ve had issues since 10th April (when my router firmware was updated), and I was on 14.4.x at the time… now on 14.5 and still the same. It probably burst back in to life because your phone won’t exclusively live on 5ghz - it will dynamically switch to 2.4ghz if it thinks that’s a more reliable connection. When your phone/controller is on 2.4, you will see your Sonos system.

Sorry to spam the thread.. something you can try that is hours of fun and entertainment: Open your Sonos S2 app; note that your system doesn’t show… turn your wifi toggle on your phone on/off/on/off… after a couple of tries (maybe many), at some point your Sonos system will pop up when your phone drops on to the 2.4Ghz band.

A

I too seem to be having this issue. I’ve plugged my Beam into the router but it’s still only showing as my TV now, can’t seem to get Alexa to work on it either. Just wondering as I know people have mentioned 2.4ghz affecting streaming services, does anyone have Sky Sports/BT sports through BT and will it affect that? 

S

This thread has been so helpful. 
Ever since my smart hub 2 was installed I’ve had Sonos issues and have tried everything. The only thing that has worked is to turn off the 5ghz, which is so ridiculous it’s untrue. I’ve actually got a better router Nighthawk x6 r8000 which would this and other issues I’m having with the Smart hub 2 but BT are blocking it from working. What are BT doing? Crazy. I will not be defeated. 

S

I’ve actually got a better router Nighthawk x6 r8000 which would this and other issues I’m having with the Smart hub 2 but BT are blocking it from working. 

I don’t understand. Turn off the BT WiFi. Make sure the R8000’s WAN/Intenet port is the only thing connected to the BT hub (apart from YouView/IPTV if you have it). Connect everything else to the R8000.

Didn’t realise that was the way to do it. Previously I have just removed the  isp supplied routers and it has worked fine. Presumed I was suppose to do the same.

So modem ➡️smart hub 2 ➡️ R8000

Thanks ratty I will try that. 

 

I

Hello, has anyone tried using another router? “non bt” etc.

tks 

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