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

Forum|Forum|5 years ago
April 11, 2021
44 replies
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My new Sonos One SL drops off my controller, or stops functioning on the controller like as if it loses signal. It keeps playing with my Beam and Play 1 in the other room, but at times I can’t change the volume until it finds the system again on the app. Or like just now, I go to listen to music on the One SL and it’s not on the app, unlike my Beam or Play 1. They’re only in a room next to one another, and the room that the SL is in, does not have signal issues for any other devices like an Echo Dot, mobile phones, or laptops etc.

All the devices are wireless. This is happening daily.

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Best answer by Corry P

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.

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scottyboi08Author

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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?

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

Corry P

Sonos Staff

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?

@scottyboi08

We are hoping BT will resolve this with another firmware update, so I would first recommend the temporary use of a long (they can go up to 100m, so length really isn’t an issue) ethernet cable - if you can convince the Mrs and if it’s practical. To be perfectly honest, it would actually be cheaper (and better for your network as a whole) to get a third-party router that’s better than the one you have than to get a Boost (though I recommend you don’t spend less than about £50-60), or a BT engineer in. A Boost would certainly be a lot less hassle to set up, however, and no appointment necessary.

If you are going to buy a Boost, I recommend you first log in to your account at www.sonos.com/login and select Upgrade to see if you have any discount codes available - once activated, it will be automatically applied to the most expensive item in your shopping basket on our website (if signed in). This is of course about the smallest value discount you can get, so you may want to save any vouchers you have for a future purchase and bigger savings.

The more people who contact BT about this issue, the more seriously they’ll take it and the quicker it’s likely to be resolved. So, if anyone out there is experiencing this issue too, please contact BT Broadband support (check my previous post for wording).

"Common sense is the collection of prejudices acquired by age eighteen." - Albert Einstein

Corry P

Sonos Staff

The Smart Hub 2 firmware causing this issue is V0.26.03.01286

"Common sense is the collection of prejudices acquired by age eighteen." - Albert Einstein

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