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How do I stop my new Sonos One SL dropping off my controller?

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S
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It would revert. It’s the connection of the ethernet cable that causes the speaker to create SonosNet. As soon as you remove that cable, it would revert back to your own wifi. 

I did think so, otherwise this would solve all issues, but thought I’d ask. Right so my options are:

1 - I’ve got to buy a Sonos boost.

2 - I’ve got to get an engineer to extend my broadband to the socket behind the tv, to allow me to wire to the beam.

Any recommendations to which option is cheaper/better?

S
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Hi @scottyboi08 

Thanks for trying.

Please don’t reset Sonos products without being advised to by Sonos technical support - it only helps in very specific circumstances and comes with an inherent risk. Often, you just end up with a worse situation, like not being able to add the speaker back on due to environment issues.

Speaking of environmental issues, what is within 1m of your Beam, other than the TV? On average, whenever your Beam transmits to your router it has to repeat itself 80% of the time. This is not good, and I can see it’s not due to a weak signal.

In addition, what is near the Living Room Play:1?

Edit: And in addition to that, what’s within 1m of your router?


The only things within 1m of my beam that’s a form of technology? It’s connected to my TV via hdmi. Then I’ve got my Sky box, and PS5 below the beam.

Then over the other side of the room is the play 1. That’s it?

As for the router, other than what I’ve just mentioned, it’s our bt landline phone. Then obviously when we’re sitting down we may have mobile phones and/or iPads with us.

S
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I don’t know if these photos help. The clock photo and door of the router, is from the same standing spot, as is the tv photo, and the cabinet one (pretty much). Then I’ve shown you the router behind the door.

 

they’re not far apart at all.

Corry P
Userlevel 7
Badge +18

Thanks @scottyboi08 - I was getting close to asking for some pictures.

I was more concerned with devices being too close to each other and interfering, than with devices being too far from the router - the signal strength from the router to the Beam is good.

Regarding the transmission retry rate, I’d like you to try turning off the Sky box and PS5 at the power for 10 minutes, play music to the Beam for those ten minutes and then submit a diagnostic - when you next reply here, I’ll compare it to the last.

I would also like to try taking the router out of Harry Potter’s bedroom, to see if that helps - try that after the Sky and PS5 steps (if practical) and send another diagnostic. It could be that load-bearing walls, or a higher amount of solid wood construction around the stairs, is surrounding the router and blocking the signals somewhat.

As for the missing Sonos One, new information has come to light. We have recently been getting reports of this same issue from other BT Smart Hub 2 owners - there seems to be a recently developed problem with them not bridging communications over the 2.4 and 5 GHz bands. This explains your Sonos One being missing while connected to 5GHz. We recommend you get in touch with BT technical support and let them know that “you’ve discovered an issue whereby client devices connected to 2.4GHz (“gigahertz”) and 5GHz are unable to communicate locally, and vice versa, as if the router was erroneously activating Wireless Isolation which is not an option in the router settings”. Ask them if there is a new firmware version available for your BT Smart Hub 2 and if there isn’t one available, ask them if they can see if your router updated in the last 3 months (or however long you think this has been happening) and if so, can you roll-back to the previous version? At the very least, find out if they have acknowledged the issue and are planning an update to fix it soon.

Anyone reading this should get in touch with our technical support team before contacting BT so we can confirm the issue and we’d very much like to document it and gather data to better understand the issue.

There are two workarounds - either disable 5GHz on your BT Smart Hub 2, or wire one Sonos component to ethernet and use SonosNet. Edit: You may have to do both (SonosNet will not help Moves or Roams).

Edit: the Smart Hub 2 firmware version causing this issue is V0.26.03.01286. Not all Smart Hub 2 owners will have been issued with this version yet.

If you mention “Sonos” and issues with your speakers to BT support they’re just going to refer you back to us so please try not to, as in this instance we cannot help - other than to suggest purchasing a 3rd-party router (if you spend at least £60, you’ll get a much better router than any you will get for free from any ISP) to replace the BT one.

Please let us know how you get on.

 

 

"Common sense is the collection of prejudices acquired by age eighteen." - Albert Einstein
Corry P
Userlevel 7
Badge +18

Hi @scottyboi08 

Welcome to the Sonos Community!

I took a quick look at your recent diagnostics and it seems your Kitchen speaker (Sonos One) is connecting to your WiFi on 5GHz, whereas your other speakers are using 2.4GHz. This shouldn’t be a problem, but I think it points us in the right direction to look.

By far, the easiest fix would be to connect 1 Sonos device to the router with an ethernet cable - is your Beam close enough for this? If so, please try it out and see if it improves things in the Kitchen. Please note that you should keep your router 1m away from any WiFi devices.

You should also try rebooting your router by switching it off for at least 30 seconds - try this first.

"Common sense is the collection of prejudices acquired by age eighteen." - Albert Einstein
S
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Thanks @scottyboi08 - I was getting close to asking for some pictures.

I was more concerned with devices being too close to each other and interfering, than with devices being too far from the router - the signal strength from the router to the Beam is good.

Regarding the transmission retry rate, I’d like you to try turning off the Sky box and PS5 at the power for 10 minutes, play music to the Beam for those ten minutes and then submit a diagnostic - when you next reply here, I’ll compare it to the last.

I would also like to try taking the router out of Harry Potter’s bedroom, to see if that helps - try that after the Sky and PS5 steps (if practical) and send another diagnostic. It could be that load-bearing walls, or a higher amount of solid wood construction around the stairs, is surrounding the router and blocking the signals somewhat.

As for the missing Sonos One, new information has come to light. We have recently been getting reports of this same issue from other BT Smart Hub 2 owners - there seems to be a recently developed problem with them not bridging communications over the 2.4 and 5 GHz bands. This explains your Sonos One being missing while connected to 5GHz. We recommend you get in touch with BT technical support and let them know that “you’ve discovered an issue whereby client devices connected to 2.4GHz (“gigahertz”) and 5GHz are unable to communicate locally, and vice versa, as if the router was erroneously activating Wireless Isolation which is not an option in the router settings”. Ask them if there is a new firmware version available for your BT Smart Hub 2 and if there isn’t one available, ask them if they can see if your router updated in the last 3 months (or however long you think this has been happening) and if so, can you roll-back to the previous version? At the very least, find out if they have acknowledged the issue and are planning an update to fix it soon.

Edit: We’d also like to gather data on this issue, so we’d very much like it if you could get in touch with our technical support team so they can confirm and document your issue.

If you mention “Sonos” and issues with your speakers to BT support they’re just going to refer you back to us so please try not to, as in this instance we cannot help - other than to suggest purchasing a 3rd-party router (if you spend at least £60, you’ll get a much better router than any you will get for free from any ISP) to replace the BT one.

Please let us know how you get on.

 

 

See I would do that with the router, but it’s the only place I can plug in a router (crazy I know). So not really sure what to do with that. 
As for the beam and play 1, I don’t know what’s happened but for the last 2 days, they’re no longer on my controller, and can’t be added back, as they drop off the moment they do get added back on. So now the situation has almost reversed, and all I have is the new Sonos SL on the app, and none of my other two older systems, which never had an issue before the SL arrived. So I can’t play music from the beam anymore to run this test with the sky box.

Corry P
Userlevel 7
Badge +18

@scottyboi08

I think you should get in touch with our technical support team as they can lead you through various real-time troubleshooting steps. As this new issue - highlighted in blue above - is currently undocumented on our knowledge bases, please make sure to mention the diagnosis when you get in touch. You will likely be referred to BT, however, because if the router is not behaving as expected anything could happen. I suspect your phone might be switching WiFi bands and can only “see” the devices on the same band as it at that time.

"Common sense is the collection of prejudices acquired by age eighteen." - Albert Einstein
Corry P
Userlevel 7
Badge +18

Hi @scottyboi08 

You could use a Boost, yes, but we only recommend you purchase one of those if you cannot get an ethernet cable to a Sonos player, as a wired player will perform the same job as the Boost.

As @Smilja says, that’s a telephone socket - you cannot connect Sonos to it, though yes, you may be able to get your router working there instead (though it should be kept 1m away from your TV and Beam).

 

Hi @Stall 

You may be experiencing a different issue if your Android device is affected too. I recommend 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.

"Common sense is the collection of prejudices acquired by age eighteen." - Albert Einstein
S
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Or is there any way I could use the beam like a boost, if I could make a wired connection with one of these sockets behind it?

 

 

Smilja

@scottyboi08, Yes, you can also wire the Beam using an ethernet cable to the router or to a network socket.

 

If you don’t own a Move, remove afterwards the WiFi details from the system, they aren't required when the system is running over SonosNet.

On iOS or Android: From the Settings tab, tap System > Network > Networks. Select the WiFi network you'd like to remove, and tap Remove. Subsequently wait about 10 min, then go to Settings → System → About my Sonos system and see if WM:0 is being displayed next to each unit.

»And the world is like an apple whirling silently in space, Like the circles that you find in the windmills of your mind.« (›Windmills Of Your Mind‹ [1967]. Music by Michel Legrand ; English lyrics written by Alan & Marilyn Bergman)
C

Or try disabling 5 GHz in the router. Some routers can have difficulties bridging between the 2 bands.

S
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Thanks for the response. No I wouldn’t say any of the devices could be permanently wired to the router. Maybe temporarily as a means to resolve the issue, but not permanently due to the layout of the house.
 

I’ve rebooted both the SL, and my router, prior to posting on here, and neither have fixed the issue.

 

I’m not sure how to do this, regarding the 5 GHz change. I’m quite good with tech, but admittedly not that good. So any assistance would be needed if I was to do anything like this moving forward.

C

You’d have to look in the routers manual how to deactivate 5 GHz. If you don’t have the manual a Google search may be helpful.

S
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I think that’s a telephone socket though. So not sure if it would work or not…

If I could somehow create a wired connection with the beam, I’d imagine that would solve the issue, or I may have to get a Sonos boost.

I could ask BT to move my master socket to behind the TV.

S
Badge

@scottyboi08

I think you should get in touch with our technical support team as they can lead you through various real-time troubleshooting steps. As this new issue - highlighted in blue above - is currently undocumented on our knowledge bases, please make sure to mention the diagnosis when you get in touch. You will likely be referred to BT, however, because if the router is not behaving as expected anything could happen. I suspect your phone might be switching WiFi bands and can only “see” the devices on the same band as it at that time.

I was on the chat with Sonos all night last night. We got the beam and play 1 to appear again after endless reboots etc, but then it dropped off again within 5 mins and hasn’t returned since, again only leaving the SL. My controller can’t find them anymore. My BT hub shows the SL is on 5ghz and the other two are on 2.4. Not sure if that is the issue?

Anyway, they couldn’t solve it, so now I need to call the Sonos tech team. What time are they open til? I’ll do it tomorrow.

 

Also, BT are sending me out a disc to see if that sorts out the issue with the speakers, and will move my master socket on from the 21st for me.

S
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Is there a negative for doing this?

You’d have to look in the routers manual how to deactivate 5 GHz. If you don’t have the manual a Google search may be helpful.

 

C

There shouldn’t be. 5 GHz is faster than 2 GHz but 2 GHz has better coverage than 5 GHz. I doubt you’ll note the difference. However, 5 GHz tend to be less exposed to wireless interference than 2 GHz.

Smilja

I think that’s a telephone socket though. So not sure if it would work or not…

 

It won’t work.

»And the world is like an apple whirling silently in space, Like the circles that you find in the windmills of your mind.« (›Windmills Of Your Mind‹ [1967]. Music by Michel Legrand ; English lyrics written by Alan & Marilyn Bergman)
Airgetlam

I’d say the BOOST would be less expensive than having someone come out and work on your home.

I use a BOOST myself, mostly as I don’t have a speaker close enough to my router to wire directly. Only time I had an issue was when I got a new neighbor who set up their router on the channel I was using for SonosNet. Required me to switch channels, but other than that, it is rock solid.

OK, one complaint….when Sonos updates the firmware on the BOOST, it turns the LED back on. No change in the controller, so I have to go in and turn the LED switch in the controller on, then off again. 

Bruce
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