Starting to lose my patience with this now. I’ve had numerous phone calls and chats, read up on the site forums. Is it just me or does sonos and BT not work?
I’ve tried disabling all security on all devices 🙄
Any help before I stick this lot on ebay and buy something that actually works?
Is it me or the product? 😔
Hi
Welcome back to the Sonos Community!
I’m sorry to hear of the issues you have had with connecting to your Sonos system on your BT Smart Hub 2.
The ”wireless mode” setting at the bottom of your router settings screenshot needs to be changed to Mode 2:
I also recommend that you turn off “Smart” channel selection for both 2.4 and 5GHz bands, if possible.
But, for the record, your router is old. Really old. You should either call BT and ask for an updated model or simply buy your own replacement (I recommend the latter, as you get what you pay for, and any BT router will be free). If you buy your own, I recommend not spending less than about £50-£60, but a mesh system will likely cost above £150 for much better coverage of your space (and with better reliability than with extenders).
Incidentally, most devices that connect to WiFi are only interested in talking to the internet - it is not fair to compare the connection of one of these with a Sonos system of multiple devices and controllers that are all trying to talk to each other as much as with the internet. The network requirements are different.
I have just deleted half of the posts on this thread without affecting the readability of the thread one iota. For the sanity of the other users involved in this thread, I will soon close it to further discourse. If you have anything further to say, I recommend that you put it all in one post, rather than in 7 or more disjointed ones.
I hope this helps.
Is BT British Telecom, or is it Bluetooth? Which Sonos devices do you have? What did Sonos Support say on the phone calls you’ve had?
Which BT kit do you have? There are some known issues:
https://support.sonos.com/en-gb/article/bt-homehub-3-compatibility
It’s British Telecom 100MB full fibre broadband. I have an ERA, a MOVE and 4 roams. Sonos support said to remove the roams from the network as they are not designed to be on 24/7. This is surely not correct? My desktop on windows never has any issues connecting via chrome on the /play.sonos.com
It’s a smart hub 2.
The other thing support said was to create a seperate channel becuase my apple watch was on the 2.4 ghz and not the 5. I turned that off and still no luck!
It’s British Telecom 100MB full fibre broadband. I have an ERA, a MOVE and 4 roams. Sonos support said to remove the roams from the network as they are not designed to be on 24/7. This is surely not correct? My desktop on windows never has any issues connecting via chrome on the /play.sonos.com
It’s a smart hub 2.
The other thing support said was to create a seperate channel becuase my apple watch was on the 2.4 ghz and not the 5. I turned that off and still no luck!
1000MB no 100!!
This is almost a joke. The app is open before the bloody page even opens now. Assuming this has solved the issue I can’t understand how this took so long to resolve?!
Lesson learnt from my perspective I suppose… Use the forums moving forward!
I can’t understand how this took so long to resolve?!
Nor can I, FWIW this is what I typed into google to get the links above:
“sonos bt smart hub 2”
Looking at the threads referenced above, it looks as though “Mode 2” is the critical factor. You may be able to turn your 5Ghz band back on after setting up your Sonos devices,
So… It appears its the roams that dont like the GHz… They not responding now. Will keep trying but I think they might be on an older software?
Since switching to the other 5ghz the roams are not responding. Wonder if I replaced these with the new model same issue?
I’ll tell you what, after a quick reset the roams have “joined” the party… 🤞🏻 they stay.
Thanks for all your help people, appreciated. I will update in a few days once everything is working.
So, it would appear the apple app for sonos does not like 5ghz…? I have now changed it to 2.4 ghz and will see how it goes. The connection issues persisted.
Already after 2 seconds logging into the app now it seems to work straight away.
So, is this is SONOS issue? Now if I want to be able to use sonos from my phone I have to lose bandwidth on my WiFi for everything else in the house? Is it only apple? Is it only BT? Is it only me? lol🤷🏼
+18BT devices can be troublesome when used with Sonos. Your first problem turned out to be caused by BT, so why would your problem with speed be exclusively a Sonos problem? Especially since there does not seem to be a massive cry out form BT users on this community, this could also be specific to your situation. If you really want to know what causes this you should make a diagnosis and call Sonos about it.
So, it would appear the apple app for sonos does not like 5ghz…?
Doesn’t like your 5ghz perhaps. It works on iPhone with both 5ghz or 2.4ghz here.
So, it would appear the apple app for sonos does not like 5ghz…? I have now changed it to 2.4 ghz and will see how it goes. The connection issues persisted.
The Sonos app on iOS has no issues with using 5GHz.
All my Sonos devices are connected to the router’s 5GHz, except the Arc which can only connect on 2.4GHz.
It’s more likely the BT SmartHub 2 has discovery and communication issues when a controller is connecting over 5GHz whilst Sonos is connecting over 2.4GHz. Similarly, the router could be using band steering and attempting to connect to Sonos over 5GHz, whilst your phone is connected to 2.4GHz. This would again result in devices disappearing from the app as your router can’t effectively pass data when devices are connecting over different bands.
Investing in a better router rather than the free router provided by the ISP would give you a better experience. Even your 5GHz Speedtest is only providing half of the available bandwidth available on your current plan.
Your second screenshot is using your mobile data 5G connection NOT your WiFi 5GHz channel. Look at the icons just above the testid, it says ‘EE 5G’ your first says ‘BT’.
If your phone is using EE 5G mobile network, it wont be able to find Sonos products that are connected to your BT WiFi.
Your second screenshot is using your mobile data 5G connection NOT your WiFi 5GHz channel. Look at the icons just above the testid, it says ‘EE 5G’ your first says ‘BT’.
If your phone is using EE 5G mobile network, it wont be able to find Sonos products that are connected to your BT WiFi.
Great spot.
It’s funny you know. All the years I’ve had BT (about 20, my dads a director) I’ve never ever had any connection issues with anything else. EVER. As a consumer, when you buy something you expect it to work or do what it says on the box!
Your second screenshot is using your mobile data 5G connection NOT your WiFi 5GHz channel. Look at the icons just above the testid, it says ‘EE 5G’ your first says ‘BT’.
If your phone is using EE 5G mobile network, it wont be able to find Sonos products that are connected to your BT WiFi.
No its not.
Enter your E-mail address. We'll send you an e-mail with instructions to reset your password.
