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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

I

I have the same issue exactly as you, iPhone and iPad can not connect, mac and windows pc can.  Even though this looks to be an apple issue, the Sonos support does seem to be lacking, responses look automated and consist of mainly turning things on and off again which is clearly not going to help with this issue.

 

Here’s hoping that the imminent iOS 14.5 fixes the problem

Same thing happened here, 4 days ago, with iOS 14.5. :(

H

I had or have the same issue. Sonos connected on my iPad (after spending hours getting incredibly frustrated), but it did not work or pick up any of my Sonos products on my iPhone 12.

after yet more hours of resetting to no avail, I managed a fix it by going to wifi and disabling the ‘private address’ feature which I assume is relatively new to iOS 14, Sonos now works across both devices.

Weirdly, however, the iPad picks up my Sonos network even with the private address function enabled, so don’t know what the issue is. I did end up doing a hard reset and tried reconnecting on my iPad which got it to work, so may have something to do with it.

It is a major issue that software updates like this are not looked into and addressed by the Sonos team, I feel the app has got worse over the last 12 months. 

edit. For reference I had major connectivity issues on Sky router,  it it eventually always found the network, I switched to BT, signal is better but clearly some issues across hub - Sonos - iOS. 

phlash
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Maybe this is a shoal of red herrings! ? I saw another suggestion to disable the “private address” under Wi-fi on iOS and this has cured the problem for me whereas putting hub into wireless mode 2 and re-setting router made no difference. Clearly BT need to sort the router firmware but if you can live with downgraded security, the iPhone “fix” seems to work.

Corry P
Userlevel 7
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Hi @phlash 

I’m glad you got a fix, but that’s a completely different issue that results in the same symptom. In addition, not all Smart Hub 2 owners will have received the firmware update that caused the problems.

"Common sense is the collection of prejudices acquired by age eighteen." - Albert Einstein
S

I have this issue - I can confirm a cable into a Sonos Arc means my 4x Sonos Play:1 devices now work and the whole system is much quicker. 

It means I have a redundant Sonos Move which is incredibly frustrating. Turning off 5GhZ on the router is indeed a workaround but the WiFi speed was pathetically slow so this isn’t a solution. 

Does anyone know if a Sonos Boost would resolve the issue?

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!

phlash
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Hi @phlash 

I’m glad you got a fix, but that’s a completely different issue that results in the same symptom. In addition, not all Smart Hub 2 owners will have received the firmware update that caused the problems.

Thanks (I think) but not really addressing the point that there are several clearly linked issues created by one or both the BT hub firmware change and the iOS upgrade designed to increase security and reduce tracking. How are people to fault trace if they don’t know all of the possible scenarios? Instead of responding individually it would be better if someone in a position to offer an overview could post a useful summary of where we are and what does/doesn’t work. Navigating one’s way through these conflicting accounts is not easy.

C

I've been following this thread ever since I had issues. I have raised a complaint with BT as MacBook works fine, but app does not. Sonos tried to do a workaround but lasted an hour or so. I saw the post about the public/private. Switched it off on iPhone, instantly worked for the app. MacBook then doesn't work. The app then stopped working. Clearly there is both and issue with BT and the Sonos app for iPhone on this.

S

Still having trouble with this. My router is getting blocked despite following all the advice above and anything I could find online. I’ve got a man from BT ringing me during the week so I will report back what happens.

At least I’ve got Sonos working now even though it is at the expense of 5ghz

A

Hi all,

 

I believe I was one of the first to flag this issue up to BT around 3-4 weeks ago. Quite a long story how we got to the below but in short the way the issue was resolved for me was the below:

  • factory reset all speakers. 
  • buy a sonos boost (BT refunded me the cost of this when I logged a complaint)
  • Turn off 5ghz and install the boost followed by all speakers. 
  • ensure Sonos all working correctly via boost with 5ghz still turned off. 
  • turn on 5ghz again
  • all fixed. Been running flawlessly for 2weeks now since running the system in this set up. 

Three other work colleagues (all with BT) have since done the above and all their systems are working ok now also. 
 

Yes, turning off 5ghz will also resolve the issue but my Wi-fi speeds went from 280mbps to around 60mbps so that to me wasn’t a solution I’d have been happy with. 

S

Hi all,

 

I believe I was one of the first to flag this issue up to BT around 3-4 weeks ago. Quite a long story how we got to the below but in short the way the issue was resolved for me was the below:

  • factory reset all speakers. 
  • buy a sonos boost (BT refunded me the cost of this when I logged a complaint)
  • Turn off 5ghz and install the boost followed by all speakers. 
  • ensure Sonos all working correctly via boost with 5ghz still turned off. 
  • turn on 5ghz again
  • all fixed. Been running flawlessly for 2weeks now since running the system in this set up. 

Three other work colleagues (all with BT) have since done the above and all their systems are working ok now also. 
 

Yes, turning off 5ghz will also resolve the issue but my Wi-fi speeds went from 280mbps to around 60mbps so that to me wasn’t a solution I’d have been happy with. 

That’s great to here. I’ll ask my man at BT. I would still prefer to just hook my superior router . Although a free Sonos Boost sounds like a great thing. Thanks 

A

Forgot to mention the third solution is hard wire a speaker to create the Network. This wasn’t an option for me however as my router isn’t near any of the speakers. 
 

I think the key is to set it all up with 5ghz turned off then turn on when you are happy sonos is working correctly. 
 

BT did originally try playing it down until the customer service advisor tried her system while on the phone and got the same error. Was quite easy to get the money credited to my account after that : )

S

I too have just discovered this thread, having tried to sort things out for the last week. Whilst switching off the Private Address setting on my iPad gave a short lived reconnection, this too failed the next day. Most of the time my Mac would connect. I have got fed up trying to clear the problem using the instructions given by the app as has my wife! 🤦‍♀️

Having switched off the 5GHz band I was immediately reconnected and I have lodged a complaint with BT. Hopefully a further update will sort the problem shortly as I do not see why I should have to use a slower WiFi band in perpetuity. 🙏  I may try the hardwired solution if things do not move fast.

A

I found only devices that left the house i.e my iPhone and my wife’s iPhone had the issue. Two iPads, a Mac book and a surface pro didn’t have the connection issues even when put in airplane mode or turned off and on. 
 

To be honest the whole process of connecting 9 speakers was far easier through the boost than when I used to set up directly through the router so long term it’s  made the Sonos adding speakers process better. 

M
Userlevel 1
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UPDATE

 

After raising a complaint with BT I had yet to hear anything from BT.  So I decided to direct message them on Twitter. Almost instance response. The handler switched off 5ghz frequency remotely. Everything now works, so again it confirm the issue is with BT. This isn’t a viable long term solution though for me. 

Gooner
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Well that didn't last for long!! 

Changing Wireless Mode to 2 didn't fix the problem. Had to resort to switching off 5GHz

M
Userlevel 1
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UPDATE

 

After raising a complaint with BT I had yet to hear anything from BT.  So I decided to direct message them on Twitter. Almost instance response. The handler switched off 5ghz frequency remotely. Everything now works, so again it confirm the issue is with BT. This isn’t a viable long term solution though for me. 

What the BT handler said to me when I questioned losing 5ghz

”👍The 5 Ghz band is only faster  than the 2.4 Ghz band when in the same room as the hub and this is  only really  above  135Mbps for most applications you would not notice any difference ,The 2,4 Ghz is a stronger signal penetrating walls etc. better”

 

I’m paying for faster broadband than 135Mbps and I expect full functionality of my BT smart hub. This complaint isn’t resolved for me. I shouldn’t have to have 5Ghz permanently switched off. 

T

My system keeps failing to connect to the app, I can connect it after turning everything off and the router back on, then the next day it can not connect again. 

S

UPDATE

 

After raising a complaint with BT I had yet to hear anything from BT.  So I decided to direct message them on Twitter. Almost instance response. The handler switched off 5ghz frequency remotely. Everything now works, so again it confirm the issue is with BT. This isn’t a viable long term solution though for me. 

What the BT handler said to me when I questioned losing 5ghz

”👍The 5 Ghz band is only faster  than the 2.4 Ghz band when in the same room as the hub and this is  only really  above  135Mbps for most applications you would not notice any difference ,The 2,4 Ghz is a stronger signal penetrating walls etc. better”

 

I’m paying for faster broadband than 135Mbps and I expect full functionality of my BT smart hub. This complaint isn’t resolved for me. I shouldn’t have to have 5Ghz permanently switched off. 

 

I didn’t find this to be the case - with 5GhZ turned off my BT service was virtually unuseable.

C

BT have advised me this a fix should be out this week. They also advised if you are connecting to things like BT discs then you won't be affected (links into the boost post above). It’s only when you connect direct to the Hub. 

M
Userlevel 1
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UPDATE

 

After raising a complaint with BT I had yet to hear anything from BT.  So I decided to direct message them on Twitter. Almost instance response. The handler switched off 5ghz frequency remotely. Everything now works, so again it confirm the issue is with BT. This isn’t a viable long term solution though for me. 

What the BT handler said to me when I questioned losing 5ghz

”👍The 5 Ghz band is only faster  than the 2.4 Ghz band when in the same room as the hub and this is  only really  above  135Mbps for most applications you would not notice any difference ,The 2,4 Ghz is a stronger signal penetrating walls etc. better”

 

I’m paying for faster broadband than 135Mbps and I expect full functionality of my BT smart hub. This complaint isn’t resolved for me. I shouldn’t have to have 5Ghz permanently switched off. 

 

I didn’t find this to be the case - with 5GhZ turned off my BT service was virtually unuseable.


Yes it’s not ideal. My speed has dropped to 40Mbps on my wifi devices. 

O

Thanks for the reply, though not ideal that does seem to have solved it for now 👍

O

Hi, recently bought a Sonos Move. It will not stay connected to the app for more than a couple of minutes over WiFi.  I have no other Sonos products.

Every other device on my network works fine

I can get the radio to play by using Alexa, but I would like to control it with the app. 
I’ve followed the guidelines several times including restarting the hub (BT Smart Hub 2) but makes no difference.

I have the same issue with AirPlay 

Any help gratefully appreciated as I’m tearing my hair out here - it shouldn’t be this difficult!

 Thanks 

S

I’ve just noticed that my firmware number is the same but firmware date is now dated today. Can anyone else confirm the same. Haven’t tested the sonos issues etc yet as not home from work

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