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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

F

Thank you very much 😁👍🏻

F

BT halo

G
Userlevel 7

What router are you using?

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

Why am I always loosing my system connection? After turning all my products off then on again and everything connecting I turn my app off and it loses connection so I get this message every time. Please help me, 

 

ratty

It wasn’t convenient for me to plug a device into the router itself long-term as I need my Sonos devices in other rooms; however, if any customers with this router have one of the BT complete wifi discs, it’s possible to plug a Sonos device into that with an ethernet cable. The system then seems to form a Sonos net connection and the connection problems disappear.

This will work, as with any other WiFi mesh, but don’t be tempted to wire to more than the one node. The Sonos system will or course depend on the mesh backhaul for internet connection, but mostly this shouldn’t cause problems.

J
Badge

James, 

Thanks for your advice on the Smart Hub 2 problems.  I had a similar helpful discussion with one of the Sonos agents a few days ago and have since taken your advice and raised a complaint with BT.

I’ve just had a rather useful chat with regard to that complaint that may help other people.  First of all, the problem has definitely been added to their issue log so, hopefully, we will see a fix for the underlying problem at some point.

Perhaps more usefully, I was made aware of another workaround.  It wasn’t convenient for me to plug a device into the router itself long-term as I need my Sonos devices in other rooms; however, if any customers with this router have one of the BT complete wifi discs, it’s possible to plug a Sonos device into that with an ethernet cable. The system then seems to form a Sonos net connection and the connection problems disappear.  This is far more convenient for me as I’m able to site my wired device in the room I want it.  I’ve only tried it for a short time but it’s been stable so far.

I hope this helps.

ratty

Devices will be discoverable, or not, depending on the local traffic path. Different mobiles on different access points, connecting to different speakers on different access points, may see different results. If something blocks all the traffic, or merely multicast traffic, then speakers could go missing.

M
Userlevel 1
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...

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.

Well the iPad is currently still on 14.4.1 whilst I checked and is currently sat on 5ghz as is my iPhone 11 which is now on iOS 14.5. 
Both are currently able to ‘see’ the whole system and control it. 
My partner (iPhone 11 iOS 14.5) can only see the Sonos Ones which are connected to the WiFi disc but not the Symfonisks connected to the Smart Hub 2. 
My daughter (iPhone 11 iOS 14.5) can’t see anything of the system other than under Airplay but fails to connect. 
 

I fully expect them to drop from my devices soon as well. 
 

It’s all rather annoying. Beyond this I’ve no complaints with BT and the service. My Symfonisks whilst great value considering (bought on a whim whilst in IKEA) have for the last few months been very hit and miss compared to the Ones hence my initial scepticism on it being just BT at fault and were hit and miss whilst on the Home Hub (FTTC) not the Smart Hub 2 (FTTP). 

At this point I’m now beyond caring who’s at fault and just want the system working reliably again. 

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.

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.

M
Userlevel 2
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

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. 

A

Confirming my hub firmware- I took a photo on Wednesday of my hub software info page and it’s still the same this morning - v0.26.03.1286

 

 

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. 

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.
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?

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..

James L.
Badge +17

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 ?????

We have informed customers who have experienced this issue, both in this very thread and through our support channels when affected users have contacted us. We can’t personally inform the millions of users with BT Hubs that may or may not be experiencing issues in any other way, I'm afraid. This isn’t a Sonos specific issue, and has the potential to affect many other devices connected to these networks. It’s a bug in the BT Smart Hub 2's firmware that has been acknowledged by BT and a fix is being worked on. 
 

If you’re still using S1 then wiring the Bridge back into your network may help mitigate the issue, but isn’t guaranteed to work. If you're on S2, then the Bridge isn’t compatible with your system and wouldn’t do anything to work around it. Please, read of the first post in this topic to learn about the workaround for this issue.

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

T

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. 

I’ve plugged one in with a Ethernet cable directly to the router and that has allowed my phone to see both speakers. 
Will just use it like this until the firmware update is released. 

L
Userlevel 1
Badge +4

I have a BT engineer due tomorrow to look at our broadband, as it is very slow & poor.…

 

I’ll ask him if he has anymore info on the 5Ghz issue while he is here….👍

T

Hi there 

my router is is a BY smart hub 2 and all my smart TVs and the rest are running seamlessly from it. I can reset the entire system but Sonos continues to be inconsistent. 
I can’t connect any of the speakers directly to the router. It used to work well but after S2 it’s been a total mess. I have the same problem in my business so not related to my home

T

Ever since Sonos s2 was introduced my Sonos system has been inconsistent. I have invested heavily in the products at home and my business and not a day goes by where I don’t regret it. It’s a case of “can we listen to music today?” Never ever again!

A

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.

S
Userlevel 1
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...

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