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BT Smart Hub 2 - Connection Issues (April 2021)

BT Smart Hub 2 - Connection Issues (April 2021)
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M
Userlevel 1
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Update from BT complaints, acknowledging it’s a an issue with the firmware (yay). Priority 1 issue and should be fixed in the coming days. Only affects devices connected directly to the SH2 apparently and devices connected to the wifi discs would be unaffected. Was already looking to replace it myself with a Ubiquity UniFi Dream Machine. 

Interesting regarding the discs.
Had ours off since the Smart Hub 2 arrived as hasn’t got around to it and then distracted by this whole charade. 
 

Just connected the disc upstairs to the SH2 and straight away the 2 Ones upstairs connected to it and sure enough they show up in the Sonos App. 

The downstairs speakers won’t connect to the disc as the SH2 is far stronger downstairs. 
 

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. 

S

I’m also just off the phone with BT complaints department. They have confirmed known issue being treated as a Priority, they are ‘HOPING’ it will be sorted by mid part of next week.

M
Userlevel 1
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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. 

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! 
 

S

Lets hope BT keep their word and sort the firmware out quick. Just has them install FTTP yesterday, I’m sitting there thinking this is all going to be singing and dancing but can’t connect my 3 play 1s. £600 of speakers practically bricked by BT and me wishing I’d stuck with Sky! Yes I can get it working with an ethernet cable but I don’t want a thick piece of yellow wire connecting up a wireless system straddling my shelves.

B

Update from BT complaints, acknowledging it’s a an issue with the firmware (yay). Priority 1 issue and should be fixed in the coming days. Only affects devices connected directly to the SH2 apparently and devices connected to the wifi discs would be unaffected. Was already looking to replace it myself with a Ubiquity UniFi Dream Machine. 

Thanks for the update, this makes sense as I can still use the one speaker that uses a disc

M
Userlevel 2
Badge +1

Update from BT complaints, acknowledging it’s a an issue with the firmware (yay). Priority 1 issue and should be fixed in the coming days. Only affects devices connected directly to the SH2 apparently and devices connected to the wifi discs would be unaffected. Was already looking to replace it myself with a Ubiquity UniFi Dream Machine. 

Wonderful news, thanks

I always told my kids that “pestering wouldn't get you anywhere” but i was proved wrong in this case! 

J
Userlevel 1

Update from BT complaints, acknowledging it’s a an issue with the firmware (yay). Priority 1 issue and should be fixed in the coming days. Only affects devices connected directly to the SH2 apparently and devices connected to the wifi discs would be unaffected. Was already looking to replace it myself with a Ubiquity UniFi Dream Machine. 

J
Userlevel 1

As you are all finding out, any reboot, factory reset, turning 5GHZ off all appears to be temporary fixes. I also have nanoleaf smart lights that are unresponsive whenever Sonos is also. Because like the Sonos, the lights live on the 2.4ghz network. Here one minute, gone the next. 

controlav
Userlevel 7
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I’ve tried disabling 5ghz and I know it resolves this specific issue, but it’s like solving one problem by creating another one - causing issues for my experience using the internet on other devices. It moves my speed from 150MB down to less than 30MB. This is rubbish when working from home or trying to watch content on the TV. 
 

Has there been anything occur like this with BT historically and if so, how quick are they to respond? I’m considering temporarily moving a speaker into the utility cupboard, I won’t be able to use it, but at least it will help with the connection issues. 


30Mbps is more than enough to stream 4k UHD. You should be able to stream at least three of those simultaneously over 30Mbps, probably more depending on the compression level.

Yes, historically BT have released firmware updates every few years that borked Sonos compatibility. Their QA department leaves a lot to be desired. (Although they probably just ODM a cheap router from China and skip the QA entirely).

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

Evening all..

Just to let you know after saying all was working ok after getting on to BT.. ITs back to its usual here one minute gone the next!

S2 works ok (have a boost) but move and roam disappear from some devices.. if I switch Wi-fi off then back on, sometimes they come back briefly.

S1 is the same.. I remember though S1 was a pig to set up… my old BT Hub I had to turn off 5ghz, (even though it had its own SSID) to set up and once all sorted I could put 5ghz back on and all was ok.

This new SM2 I can’t do that so screwed!

come on SONOS surely you can sort this… some one is at fault…?!?!

M
Userlevel 1
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Another slight update…

The Sonos One’s are voice control with Alexa set up. 
If I ask Alexa to play something it will also result in the One’s (in a stereo pair) to show back up in the Sonos App/work with Airplay. 
They will disappear again but for some reason using Alexa brings them ‘back’ for a bit. 

I just tried this. I did manage to play music by asking Alexa. I could then control music through the Spotify App. Unfortunately (for me) the Sonos app still didn’t work. 
 

Good that I can still play music, but it’s infuriating that we’re all having this issue.  


Also, just tried to cast BT sport from my iPhone (5 GHz) to my TV via Chromecast which is 2.4Ghz. Doesn’t work. Confirms it’s a BT Smart Hub issue to me. 

Thanks Mal

Great Detective work, you should be in AC-12


Jesus, Mary and Joseph and the wee donkey 😀

B

Have we had anymore from Sonos on this?

 

I am still of the opinion this is more than just BT at fault although I don’t doubt the Smart Hub 2 router may be causing headaches. 
 

The original post states this is an issue to do with devices on 2.4ghz being unable to communicate with devices on 5ghz such as your phone when using the Sonos App. 
However, like I said in my earlier post I was beginning to experience the same issues prior to getting the Smart Hub 2. 
So from my perspective it’s either a bad Sonos update. An issue with the last IOS update. A problem with BT or a combination of them all. 
 

I feel this way as upon further investigation on my setup/network I have a mixture of devices from different companies and ultimately the only devices I can not reliably interact with and control are the Sonos devices (2x Ones and 2x Symfonisks). 

I initially stated that the Amazon Echo Dot 4’s where fine and completely unaffected, and that remains the case, however at the time I didn’t realise that the Dot’s worked on both 2.4ghz or 5ghz so I’ve ruled them out for fairness. (Although why are £50 speakers dual band yet £200 ones are 2.4ghz only? Not a dig as such. Genuinely curious as the the reasoning behind the choice). 

However, at the time of my first post I completely forgot about the Ring camera that’s on the 2.4ghz band and has been completely unaffected by the change to the Smart Hub 2. 
The app works absolutely fine and I have full control of all functions and settings and the camera doesn’t ‘disappear’ like the Sonos speakers do in the Sonos App. 
So if the issue is that the BT Smart Hub 2 won’t let devices on different bands talk, then why can the Ring camera on 2.4ghz communicate perfectly fine with my iPhone on 5ghz yet the Sonos set up completely fails to do so. 
 

Like I said in my original post, it’s seems to me at least somewhat too easy to just blame BT outright. 
 

Happy for someone to pick that apart as I’m no tech person and just stating what’s happening for me. 
 

I would definitely like to hear more from Sonos too. 

I agree, I have multiple devices and the only ones affected are SONOS.

M
Userlevel 1
Badge

Another slight update…

The Sonos One’s are voice control with Alexa set up. 
If I ask Alexa to play something it will also result in the One’s (in a stereo pair) to show back up in the Sonos App/work with Airplay. 
They will disappear again but for some reason using Alexa brings them ‘back’ for a bit. 

I just tried this. I did manage to play music by asking Alexa. I could then control music through the Spotify App. Unfortunately (for me) the Sonos app still didn’t work. 
 

Good that I can still play music, but it’s infuriating that we’re all having this issue.  


Also, just tried to cast BT sport from my iPhone (5 GHz) to my TV via Chromecast which is 2.4Ghz. Doesn’t work. Confirms it’s a BT Smart Hub issue to me. 


Interesting. 
 

Whereas the Ring camera at mine works perfectly well being on 2.4ghz and the phone interacting on 5ghz. 
 

I haven’t tried casting anything to TV yet. IIRC correctly they are all on the 2.4ghz band though. 
Something to look into at some point. 
 

I still largely agree this is probably more a BT issue than Sonos but I still think there’s ultimately more to it and it’s more likely a few things not playing nicely. 
 

Something from Sonos would be nice though seeing as we are all basically going around in circles. 

B

Another slight update…

The Sonos One’s are voice control with Alexa set up. 
If I ask Alexa to play something it will also result in the One’s (in a stereo pair) to show back up in the Sonos App/work with Airplay. 
They will disappear again but for some reason using Alexa brings them ‘back’ for a bit. 

I just tried this. I did manage to play music by asking Alexa. I could then control music through the Spotify App. Unfortunately (for me) the Sonos app still didn’t work. 
 

Good that I can still play music, but it’s infuriating that we’re all having this issue.  

Ny speakers briefly re appear if i leave the house and come back

 

B

It must be a combination of BT, IOS ans Sonos as my ipad is on 5ghz and works fine. iphone on 5ghz doesnt work. Ring devices on 2.4Ghz work perfectly well with both devices. Very frustrating.

M
Userlevel 2
Badge +1

Another slight update…

The Sonos One’s are voice control with Alexa set up. 
If I ask Alexa to play something it will also result in the One’s (in a stereo pair) to show back up in the Sonos App/work with Airplay. 
They will disappear again but for some reason using Alexa brings them ‘back’ for a bit. 

I just tried this. I did manage to play music by asking Alexa. I could then control music through the Spotify App. Unfortunately (for me) the Sonos app still didn’t work. 
 

Good that I can still play music, but it’s infuriating that we’re all having this issue.  


Also, just tried to cast BT sport from my iPhone (5 GHz) to my TV via Chromecast which is 2.4Ghz. Doesn’t work. Confirms it’s a BT Smart Hub issue to me. 

Thanks Mal

Great Detective work, you should be in AC-12

M
Userlevel 1
Badge

Another slight update…

The Sonos One’s are voice control with Alexa set up. 
If I ask Alexa to play something it will also result in the One’s (in a stereo pair) to show back up in the Sonos App/work with Airplay. 
They will disappear again but for some reason using Alexa brings them ‘back’ for a bit. 

I just tried this. I did manage to play music by asking Alexa. I could then control music through the Spotify App. Unfortunately (for me) the Sonos app still didn’t work. 
 

Good that I can still play music, but it’s infuriating that we’re all having this issue.  


Also, just tried to cast BT sport from my iPhone (5 GHz) to my TV via Chromecast which is 2.4Ghz. Doesn’t work. Confirms it’s a BT Smart Hub issue to me. 

M
Userlevel 1
Badge

Another slight update…

The Sonos One’s are voice control with Alexa set up. 
If I ask Alexa to play something it will also result in the One’s (in a stereo pair) to show back up in the Sonos App/work with Airplay. 
They will disappear again but for some reason using Alexa brings them ‘back’ for a bit. 

I just tried this. I did manage to play music by asking Alexa. I could then control music through the Spotify App. Unfortunately (for me) the Sonos app still didn’t work. 
 

Good that I can still play music, but it’s infuriating that we’re all having this issue.  

M
Userlevel 1
Badge

Another slight update…

The Sonos One’s are voice control with Alexa set up. 
If I ask Alexa to play something it will also result in the One’s (in a stereo pair) to show back up in the Sonos App/work with Airplay. 
They will disappear again but for some reason using Alexa brings them ‘back’ for a bit. 
 

The IKEA Symfonisks once ‘lost’ from the Sonos App remain ‘lost’ unless I ask the Echo Dot’s to control them. 
 

If I ask Alexa on the One’s to play music on the Symfonisks I just get a ‘sorry, something went wrong’ response. 

Thought I’d add this as hopefully every little bit of information helps someone, be that Sonos or BT get to the bottom of the issue. 

M
Userlevel 1
Badge

Have we had anymore from Sonos on this?

 

I am still of the opinion this is more than just BT at fault although I don’t doubt the Smart Hub 2 router may be causing headaches. 
 

The original post states this is an issue to do with devices on 2.4ghz being unable to communicate with devices on 5ghz such as your phone when using the Sonos App. 
However, like I said in my earlier post I was beginning to experience the same issues prior to getting the Smart Hub 2. 
So from my perspective it’s either a bad Sonos update. An issue with the last IOS update. A problem with BT or a combination of them all. 
 

I feel this way as upon further investigation on my setup/network I have a mixture of devices from different companies and ultimately the only devices I can not reliably interact with and control are the Sonos devices (2x Ones and 2x Symfonisks). 

I initially stated that the Amazon Echo Dot 4’s where fine and completely unaffected, and that remains the case, however at the time I didn’t realise that the Dot’s worked on both 2.4ghz or 5ghz so I’ve ruled them out for fairness. (Although why are £50 speakers dual band yet £200 ones are 2.4ghz only? Not a dig as such. Genuinely curious as the the reasoning behind the choice). 

However, at the time of my first post I completely forgot about the Ring camera that’s on the 2.4ghz band and has been completely unaffected by the change to the Smart Hub 2. 
The app works absolutely fine and I have full control of all functions and settings and the camera doesn’t ‘disappear’ like the Sonos speakers do in the Sonos App. 
So if the issue is that the BT Smart Hub 2 won’t let devices on different bands talk, then why can the Ring camera on 2.4ghz communicate perfectly fine with my iPhone on 5ghz yet the Sonos set up completely fails to do so. 
 

Like I said in my original post, it’s seems to me at least somewhat too easy to just blame BT outright. 
 

Happy for someone to pick that apart as I’m no tech person and just stating what’s happening for me. 
 

I would definitely like to hear more from Sonos too. 

M
Userlevel 2
Badge +1

Update

Just ad BT engineer on the phone following me filing a complaint saying they had made some tweaks to my settings and “everything should be fine now”. in addition, they had turned my 5ghz back on. Difficult as i was in the middle of a meeting at the time so didn't have the opportunity to fully investigate. Bottom line is, the problem still remains and ive had to resort to using 2.4ghz only again as the Roam was not connecting to the iPhone iOS 14.5)

Whilst fiddling with the SH2 settings in advanced, i noticed the the iPhone  “Dual Band” setting had “No” selected with no facility to change this to yes, could this be a cause of the issue??

Going to get back on to BT, watch this space

B

I’m having the same issues, it’s very confusing as my ipad is connected on 5hz but as it never leaves the house it still has full connection with all devices. both iphones lose all devices. Can’t get through to BT about connection issues as ‘all opeators are busy’

Anyone had any joy on when/if they will get sorted? I was going to get a boost to work around the issue as working from home i cannot disable 5hz

M
Userlevel 1
Badge

Have filed a complaint with BT. Easily the worst internet provider I’ve ever encountered. 

R

I’ve tried disabling 5ghz and I know it resolves this specific issue, but it’s like solving one problem by creating another one - causing issues for my experience using the internet on other devices. It moves my speed from 150MB down to less than 30MB. This is rubbish when working from home or trying to watch content on the TV. 
 

Has there been anything occur like this with BT historically and if so, how quick are they to respond? I’m considering temporarily moving a speaker into the utility cupboard, I won’t be able to use it, but at least it will help with the connection issues. 

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