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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

S
Userlevel 1
Badge +1

Thanks, James.

James L.
Badge +17

Hi @shed53,

 

Was your BT Smart Hub 2 swapped for another Smart Hub 2? If so, there’s a current issue in the BT Hub firmware and we’ve detailed the issue in its own dedicated thread:

 

Mark good posts by pressing the like button, and select the best answer on questions you've asked to help others find solutions.
S
Userlevel 1
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...

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. 

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

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. 

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

Ah, thank you, I hadn’t seen that. At least I know it isn’t just me!

M
Badge

Yes I do and have just found the posts - thanks

 

S

Thanks for the information in this thread, I was literally pulling my hair out trying to understand what is going wrong. Have raised a complaint with BT.

M
Badge

Have complained to BT - thanks

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.

M
Badge

Thank goodness for this forum, have been going insane with the same issue. I have raised a complaint and by coincidence have a BT engineer coming on Friday because our broadband speed has halved too!

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)

Ken_Griffiths

If using a BT Smart Hub 2 Router, then perhaps see this link:

 

M
Badge

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

 

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. 

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

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.

 

M
Userlevel 1
Badge

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. 

J
Userlevel 1

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. 

M
Userlevel 1
Badge

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)

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! 

controlav
Userlevel 7
Badge +23

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.

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