Era 300 WiFi 2.4GHz connection

The Era 300 can and does connect to a 5Ghz Wi-Fi network.
 

Best post a screenshot of the message and tell us exactly where when you are seeing this message.

It possible you are too far for a reliable 5Hz signal

Your Router has client isolation returned on

The 5Ghz channel on your router is outside your country’s bands or using a DFS channel.

thanks for your quick response the message comes up on the app on the phone it tells us this can only connect to 2.4 ghz and asks to change router settings we are sitting right next to the router going to try again thanks

Anyway, I think all the actual routers are dual band. Are you sure that 2,4 GHz cannot be enabled in your device?

Power off / restart your Router and try again. The Era 300 is dual band so will connect to 2.4 or 5

We need more information about your network:

1. What brand and model of router do you have?
2. Are you using the same SSID and Password used with your previous router?
3. Do you own the router or is it provided by your ISP?
4. If you own your router do you also have a router/modem combo provided by your ISP that is still active?
5. Do you have a mesh network configuration?
6. Do you have the various bands 2.4Ghz, 5Ghz and maybe a third band separated by different SSIDS?
7. Do you have band steering enabled wherein the router decides what band a product will use for WI-FI?

When used as surrounds, the Era will require a 2.4GHz wifi connection as the 5GHz radios are used to connect to the soundbar.

thanks for all the replies I dont know if the router can be changed but I am getting told this item should connect in any case I have tried turning off the router and rebooting it that made no difference the router is a smart hub 2 supplied by bt and we have used the new password for the new router

1. You should have used the same SSID and Password as was used with your previous router. Rebooting your Router isn’t going to help with Sonos.
2. As it’s a Smart Hub that feature should be turned off as it’s probably assigning Sonos to bands rather than letting Sonos select the best band. 
3. Can you answer any of the other questions I asked?

Try setting the Smart Hub to Mode 2 for compatibility:

Thanks will try this tonight