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ikigai
Contributor I
April 12, 2021
Answered

"Unable to connect to Sonos" whenever I leave wifi

  • April 12, 2021
  • 16 replies
  • 476 views

So this is a continuation from another issue that got resolved last week by disabling “Private address” but now whenever I leave home [and the wifi network] when I return home and auto connect to my home wifi I get “unable to connect to Sonos. Learn More” again. See below

 

I have a Sonos Connect Amp that is connected wirelessly to our BT router in the next room [no bridges/extenders]. The router isn't new, been moved or any passwords changed; likewise for the amp.

 

To play music I use an iPad fixed in one location [this iPad connects fine to the amp and can play music using the S1 app]. However, my iPhone X [running latest software] using S1 app has just suddenly, for no apparent reason, started saying “unable to connect to Sonos. Learn More”. I have tried my work iPhone as well in case it was just my personal mobile acting out but that won't connect either and I get the same message.

I have tried:

  1. Resyncing the phone by pressing the mute and + button on the amp. Going to the app and connect to existing system. I then get a popup on the app saying “connected to Sonos system. This Sonos app is now connected to your Sonos system”. However, when I click done it takes me straight to the screen asking me to setup a new Sonos system or connected to an existing system”… I then go round in circles.
  2. Unplugging the amp and connecting it directly to the router via ethernet cable and doing that whole process… but no joy!
  3. Resetting the app
  4. Uninstalling the app
  5. Turning the router off, unplugging the amp, turning the router back on and then wait and then plug the amp back in.
  6. Turning phone off and on.
  7. Checked I am running latest app version.
  8. Disabled “Private address”
  9. All privacy settings fine

I think I have about exhausted everything so if anyone has any suggestions please let me know.

Many thanks

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Best answer by Xander P

Hi @ikigai, thanks for raising this with the community!

We’ve seen a small uptick recently in issues with BT SmartHub 2 routers, where it seems that they aren’t passing data between the 2.4 and 5GHz wireless bands.

Currently it looks like the workaround is to disable the 5GHz wireless from your router settings, however I’d also encourage you to reach out to BT regarding this, and let them know that devices connected to your 5GHz WiFi are not able to communicate with devices on the 2.4GHz - it seems that some kind of wireless isolation may have been implemented between bands.

16 replies

Show previous replies
ikigaiAuthor
Contributor I
April 14, 2021

BT Routers. They just keep on giving, huh. Can you switch toa proper router instead?

I know tell me about it. TBH I wouldn't know where to start. The BT has worked fine for round the house, smart TVs etc… until now!

Xander P
Xander PAnswer
Retired Sonos Staff
April 14, 2021

Hi @ikigai, thanks for raising this with the community!

We’ve seen a small uptick recently in issues with BT SmartHub 2 routers, where it seems that they aren’t passing data between the 2.4 and 5GHz wireless bands.

Currently it looks like the workaround is to disable the 5GHz wireless from your router settings, however I’d also encourage you to reach out to BT regarding this, and let them know that devices connected to your 5GHz WiFi are not able to communicate with devices on the 2.4GHz - it seems that some kind of wireless isolation may have been implemented between bands.

    ikigaiAuthor
    Contributor I
    April 16, 2021

    Hi @ikigai, thanks for raising this with the community!

    We’ve seen a small uptick recently in issues with BT SmartHub 2 routers, where it seems that they aren’t passing data between the 2.4 and 5GHz wireless bands.

    Currently it looks like the workaround is to disable the 5GHz wireless from your router settings, however I’d also encourage you to reach out to BT regarding this, and let them know that devices connected to your 5GHz WiFi are not able to communicate with devices on the 2.4GHz - it seems that some kind of wireless isolation may have been implemented between bands.

     

    Hi there - thank you for the suggestion. I spoke with BT and they have done just that, followed by a reset of the router, but unfortunately the issue persists. Is there anything else you can suggest?

     

    Thanks

    Ken_Griffiths
    Ken_Griffiths
    April 16, 2021

    Hi @ikigai, thanks for raising this with the community!

    We’ve seen a small uptick recently in issues with BT SmartHub 2 routers, where it seems that they aren’t passing data between the 2.4 and 5GHz wireless bands.

    Currently it looks like the workaround is to disable the 5GHz wireless from your router settings, however I’d also encourage you to reach out to BT regarding this, and let them know that devices connected to your 5GHz WiFi are not able to communicate with devices on the 2.4GHz - it seems that some kind of wireless isolation may have been implemented between bands.

     

    Hi there - thank you for the suggestion. I spoke with BT and they have done just that, followed by a reset of the router, but unfortunately the issue persists. Is there anything else you can suggest?

     

    Thanks

    If the router was factory reset that would simply enable the 5ghz band again - did you perhaps try switching that band off again (as suggested), just to see if it does resolve the matter?

    MGS2020
    Lyricist II
    April 16, 2021

    I had same/similar problem to what you describe. I switched off my 5Ghz channel on BT Router - and fixed problem (so far!).

      ikigaiAuthor
      Contributor I
      April 28, 2021

      Hi @ikigai, thanks for raising this with the community!

      We’ve seen a small uptick recently in issues with BT SmartHub 2 routers, where it seems that they aren’t passing data between the 2.4 and 5GHz wireless bands.

      Currently it looks like the workaround is to disable the 5GHz wireless from your router settings, however I’d also encourage you to reach out to BT regarding this, and let them know that devices connected to your 5GHz WiFi are not able to communicate with devices on the 2.4GHz - it seems that some kind of wireless isolation may have been implemented between bands.

       

      Many thanks for this! This has been a stable solution and back working all the time.

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