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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

R

BT complaints called today and whilst there wasn’t an update on when things would be resolved, the guidance was it was being treated as an unprecedented situation and there was teams working on a fix. They were unable to give an estimate timescale for resolution. However they did agree to a bill credit towards the cost of purchasing a Sonos Boost. I don’t have an option to wire any of my speakers, as the router is in the top of a utility cupboard. 
 

Seperately, Sonos support emailed today to say they had had an update from BT that they were anticipating a fix in 4-5 weeks time. They asked for details of my router firmware version, when it was updated, and the serial. They advised they were passing this on directly to BT to ensure Sonos users could be prioritised for a fix being pushed out.
 

Interestingly seeing the same, date of last firmware update has changed from 8-Apr-2021 to 4-May-2021, however the version is still unchanged. The issues also persists, so I don’t think anything has changed. 

Guyincognito76
Userlevel 3
Badge +4

4-5 weeks?! Can I just be the first to say, ‘where’s my bloody update’ 🙄 

S

Firmware has just updated to v0.26.04.04227-BT. Some functionality is working but sonos still has a very slow and flaky connection. Router restarted and 5ghz turned back on

D

I too have had SH2 connection issues for the past week or so, have reported to BT and received a voicemail today stating 

“this is not our problem, there is nothing we can do and you’ll have to speak to the speaker manufacturer”. They then marked my case as closed immediately after the voicemail.

 

great. 

F

If only I’d come here first!

I have dropped the 5Ghz network to only 2.4 and now have a sluggish connection with my Sonos system. Some speakers appear then disappear . Tracks can’t be stopped playing (Spotify), can’t change speakers and then,…. it’s all on again! Oh, but now it’s off again…..

I had no idea it might be the Smart Hub 2 firmware.

4-5 weeks for the patch, but it’s hard to id the date of that. Will it be in May?

R

So my firmware version has updated to v.0.26.04.04227-BT will be interesting to see if this makes any difference 

F

Thanks Rod111. Let me know please!

how do I look for the firmware version mine is running?

I

Went into my Hub manager and turned off 5GHz. Now all ok. 

 

Challenge with this topic is that you have to KNOW its a Router issue to find it (found this AFTER speaking with support and finding out my BT HUB 2 was on the problematic Firmware version (V.026.03.1286)..

Don't understand why this hasn't been EMAILED to the entire SONOS UK user base so we don't have to spend WEEKS about to throw all our equipment away - on top of the issue where our initial Play5 is now merely a VERY expensive paperweight, this really did feel like the final straw in sacking the whole system. 

 

Come on SONOS be PROACTIVE!!  

I

To find your 5GHz.. go into your Router Admin manager:

type the IP address of your Router into the address bar and enter your password (should be as noted on the BT hub/sticker that you use to connect devices). Once in the manager, go to ‘Advanced Settings’.. and amend the 5GHz side of the settings to ‘OFF’ (you will have to enter your password again)… then save.. and you should be JOB DONE!

M
Userlevel 1
Badge

BT firmware updated 04/05/2021

Serial number: v0.26.04.04227-BT

 

Switched on 5Ghz channel again (switched it off so I could cast to Sonos etc), but everything (25 devices) are all still connected to the 2.4Ghz channel. 
 

Need my iPhone to join the 5Ghz channel in order to test if it’s been fixed. 

W

i have new firmware. will switch on the 5MHz again and see how it goes

 

M
Userlevel 1
Badge

Switched my 5Ghz on and none of my devices are using it…

Airgetlam

It wasn’t that the Sonos devices were having trouble using it, it was that your controller device, which most frequently was connecting to the 5Ghz side, was being blocked by the router in communicating with any 2.4Ghz connected devices, Sonos included.  You don’t have to have your Sonos devices connected to 5Ghz...and some can’t. The key to this situation is that BT needs to allow a command coming in on 5Ghz to be sent back out on the 2.4Ghz side. 

Bruce
M
Userlevel 1
Badge

It wasn’t that the Sonos devices were having trouble using it, it was that your controller device, which most frequently was connecting to the 5Ghz side, was being blocked by the router in communicating with any 2.4Ghz connected devices, Sonos included.  You don’t have to have your Sonos devices connected to 5Ghz...and some can’t. The key to this situation is that BT needs to allow a command coming in on 5Ghz to be sent back out on the 2.4Ghz side. 


im aware of the problem. Aware my Sonos uses 2.4Ghz. I’m talking about using the Sonos app on a device using 5Ghz. 

W

All working fine for me too

C

It wasn’t that the Sonos devices were having trouble using it, it was that your controller device, which most frequently was connecting to the 5Ghz side, was being blocked by the router in communicating with any 2.4Ghz connected devices, Sonos included.  You don’t have to have your Sonos devices connected to 5Ghz...and some can’t. The key to this situation is that BT needs to allow a command coming in on 5Ghz to be sent back out on the 2.4Ghz side. 


im aware of the problem. Aware my Sonos uses 2.4Ghz. I’m talking about using the Sonos app on a device using 5Ghz. 

Have you tried restarting your router and devices?

M
Userlevel 1
Badge

It wasn’t that the Sonos devices were having trouble using it, it was that your controller device, which most frequently was connecting to the 5Ghz side, was being blocked by the router in communicating with any 2.4Ghz connected devices, Sonos included.  You don’t have to have your Sonos devices connected to 5Ghz...and some can’t. The key to this situation is that BT needs to allow a command coming in on 5Ghz to be sent back out on the 2.4Ghz side. 


im aware of the problem. Aware my Sonos uses 2.4Ghz. I’m talking about using the Sonos app on a device using 5Ghz. 

Have you tried restarting your router and devices?

Yes reset iPhone network settings. Every device is still using 2.4Ghz. It’s like my 5Ghz is still switched off, it’s not though. 

Airgetlam

Sonos doesn’t have any control over what network/channel/frequency your iPhone is using, you have to set that yourself in Apple’s settings. The controller will use whatever channel the device is using to contact your router, your router than is supposed to route the data to whichever channel the Sonos system is connected to. And there’s no correlation between what channel your iPhone is using, and what channel the speakers are using. 

Bruce
S

Has the latest firmware v0.26.04.04227-BT solved the problems for anyone please? I am still having issues although when 5ghz band is back on occasionally my sonos system appears, I can then play a track or two before it disappears again.

L
Userlevel 1
Badge +4

BT complaints called today and whilst there wasn’t an update on when things would be resolved, the guidance was it was being treated as an unprecedented situation and there was teams working on a fix. They were unable to give an estimate timescale for resolution. However they did agree to a bill credit towards the cost of purchasing a Sonos Boost. I don’t have an option to wire any of my speakers, as the router is in the top of a utility cupboard. 
 

Seperately, Sonos support emailed today to say they had had an update from BT that they were anticipating a fix in 4-5 weeks time. They asked for details of my router firmware version, when it was updated, and the serial. They advised they were passing this on directly to BT to ensure Sonos users could be prioritised for a fix being pushed out.
 

Interestingly seeing the same, date of last firmware update has changed from 8-Apr-2021 to 4-May-2021, however the version is still unchanged. The issues also persists, so I don’t think anything has changed. 

You have done well there, I just spoke to BT & the guy on the other end hung up the phone, telling me that there isn’t a problem with BT….:drooling_face:

R
Userlevel 1
Badge

Thanks Nick.. man I was hoping against a whole router factory restore 😣 I’ve got SmartHome devices coming out my ears and I think even if I change the SSID back to what it was, everything will need set up again from scratch… there goes my weekend :-D

W

I see that Bt have uploaded v0.26.04.04227-BT firmware to my hub overnight.  I think I’ll leave my 5Ghz switched off for the moment and see how the update goes with the community

B

Since my last post my router has had a forced restart and touch wood everything since is back to normal. I can now see my sonos system with 5ghz switched back on and can control from both my laptop and mobile on 5ghz. My printer is also back playing nicely. Hopefully this is it sorted. Firmware v0.26.04.04227-BT for reference

how did you force the restart and get update? BT have no idea when i contact them

 

James L.
Badge +17

Hey folks,

 

Just letting you know there’s a new statement by BT at the top of the original post on this thread :slight_smile:

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

G’day; at the moment my Move has appeared back in the system list with everything else (somehow.. no idea why as it’s on 5ghz with my phone whilst everything else is on 2.4.. so this problem is full whacky!)..

Since all is currently well, I’m going to wait it out until it drops or something else ends up happening before I go with the nuclear option of completely resetting everything/calling BT.

I did upgrade to S2 from S1 when it launched.. all my kit is S2 compatible.. well; except for a bridge that I wasn’t using anyway!

I’m hoping that, since ‘BT know about this and are working on a fix’, they will release a further router firmware update that will solve the issue completely.

I also have a Hue Sync box that is too suffering from the issue of 5ghz controllers not reaching it on the 2.4ghz band.

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