Can't connect to Sonos error

A Boost wired to the network will do nothing that a wired speaker won’t do - if you have the option of wiring a speaker I recommend you do that instead and get a refund for your Boost. Boosts are for putting where you have to have your wired connection, but don’t want a speaker there (in a hallway, for example).

A replacement third-party router, although more work to install, would actually be cheaper than a Boost (though the cost varies from £25 to over £1000 - I recommend spending no less than £50-60) and would likely improve your network health, and not just for Sonos.

Regarding BT, our engineers have been in touch with them and they are investigating. They will not consider it a priority, however, unless they get significant customer contact - so please contact BT.  We ask you not to mention Sonos, as the issue is not restricted to our products - just highlighted by them - and use the wording given on my reply here: 

Thanks for the reply. 
 

Unfortunately I don’t have a speaker close to my router location so the boost may be the only option for me. 
 

Agree though for others a hard wire will resolve the issue. 
 

I have flagged the issue to BT also. See if they act upon it any time soon. 

I made a thread on the same issue a couple of days ago having this same issue happening in some iPhones and iPads and computers,  it not on others, in the house.

it’s been interesting reading the replies, particularly from Corry P, thanks for the insight.

I too have the BT Smart Hub 2, also suffered no connection from some devices from about a week and a half or so ago. I always have a Play 3 hardwired into the router though, but it was still happening.

Ive turned off the 5 GHz channel and it has worked over the last couple of days, but it does seem more sluggish to bring up the rooms than it used to.

I’ll contact BT on their forum, and make sure to not mention Sonos.  If I’m asked why I am so sure that the two bands are not communicating though, what would you suggest I say, to not bring Sonos into the conversation?

I might also look at getting a high quality ADSL (?) replacement for the Smart Hub 2….any particular recommendations that have great coverage, and full gigabit port support?

This is why we only consider this a temporary workaround - it reduces the speed of your WiFi, sometimes to speeds slower than your internet connection (though on a Smart Hub 2, probably not by much as ADSL is limited in performance).

We recommend that you contact BT, not mentioning Sonos, but to state that “devices connected on 5ghz are not able to communicate with devices connected to 2.4Ghz and it appears the connections are being erroneously isolated.” 

If they do push you, sure mention Sonos, but let them know you have already been in touch with our technical support (that’s me) and we’re spotting this issue only with the latest firmware available for the Smart Hub 2, have tested it, and confirmed that it is not only Sonos that’s affected.

I can’t, but I’m sure someone in the Community can.

Just as a follow up. On the BT forums, many were saying an update that was pushed out fixed their issue with Sonos, however when I checked I was still on an older firmware.

I contacted BT support, aided by the recent BBC article that highlighted the issue, and when they checked they said my router had for some reason failed in the update pushed out.

So they sent me out a new Smart Hub 2 which I set up today and after reconnecting everything, Sonos is working great (even when my Play 3 isn’t wired into router) and I’ve been able to keep the 5Ghz band on.

So all good. My BT firmware version is v0.24.04.11017-BT which came preinstalled on the router, just in case anyone wants to compare and they are still having issues.

I am having all of these same problems for the last week or two. Sonos app can’t find my older system components (Play One and Play Three), but does find the Move. I am using an iphone ios 14.5.1. The Sonos app is enabled under Privacy - Local Networks setting. Unplugging the Sonos units has no effect. Whole system connects only via wifi (no ethernet). Unplugging the wifi router works and my phone is able to find all of the Sonos products, only for those older components to again not be found by the next morning. Same is happening on my partner’s phone. We have a Verizon fios router here, not a BT smart hub, so I’m thinking the problem isn’t specific to that smart hub. Is there a solution for this? Must be happening to many people.

Hi @Gfitz 

From your description of the problem, I think it best you get in touch with our technical support team, who have tools at their disposal that will allow them to give you advice specific to your Sonos system and network.