Contributor I

Answered

NEW FIBRE OPTIC BROADBAND AND SONOS

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I think I’ve just had more than a 4-hour call with Sebastian S’. If it was Sebastian, I should start by thanking him again for his patience, professionalism, and not swearing at my in Romanian! Be advised that any technical issues are usually my fault!

After switching to a fibre optic broadband, using a Deco M4R Base Station and TP-Link ‘range extension’, my Sonos App lost visibility of my five Sonos speakers (3 x Sonos One (Gen 2), and 2 x One SL), and Sonos Boost, all of which I’d enjoyed using wirelessly with Norton 360 and four BT range extending disks for the past four years.
During a lengthy support call, we reinstalled the Sonos App on multiple occasions, disconnected Sonos Boost, tried uninstalling (factory reset) and then reinstalling one One SL speaker, disconnected the router Ethernet cable from a BT disk to connect directly to two speakers in succession, uninstalled Norton 360 from a second mobile phone on which we used the Sonos App, turned off and on the power to all devices on multiple occasions, and varied our efforts between Sonos One and Sonos One SL speakers. I still have no connection with any Sonos device and am unable to upgrade my network connection without various error messages appearing (1,000 was a favourite!).

Tonight, I had to reconfigure my wiring as it was before in order to establish any connectivity.

Feeling thoroughly fed up and slightly anxious.

Grateful for additional support. Thank you.

Moderator Note - Removed and recorded case number.

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press250Answer

Prodigy III

Okay @RDMG, your TP-Link M4R and RE330 are indeed a proper mesh Wi-Fi system. It sounds like you have two separate mesh Wi-Fi systems: the TP-Link and the BT Discs. If that is the case, it is not a formula for success. Having two “competing” Wi-Fi systems is mess to diagnose and debug, and can create many different problems.

My lightly informed suggestion would be unplug all of the BT discs and connect everything to the TP-Link mesh system … when you remove all the BT discs, any device that loses connectivity needs to be “introduced” to your TP-Link mesh system.

HOWEVER, it sounds like the TP-Link mesh does not cover all of your house. That would say that you need additional TP-Link satellites (RE330) to get good coverage. YMMV!

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Ian_S

Prodigy III

I guess where I was going was, did your new broadband provider (I’m guessing it’s not BT) give you the Deco M4R or was that something you bought? What did your new provider give you?

There’s a possibility that you could get the new broadband working with your ‘old’ BT Hub which would mean less change… however, we’d need to understand exactly what kit your new provider has installed. With many of the UK fibre solutions you now effectively get a ‘LAN’ connection into the home which does give you more options.

R

RDMGAuthor

Contributor I

Thanks Ian_S,

I switched from BT because they didn’t offer ‘full fibre broadband’. Full Fibre Fusion Group are my new providers and installed the Deco M4R, a cheap looking and cheap costing router. I had to return to BT router to them.

My new Tp-Link Booster arrives today, and I shall attempt to reconnect all my devices tomorrow. Can’t wait! 😒

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Ian_S

Prodigy III

My advice would be either don’t connect any Sonos device to ethernet, or if you do, power them all off first, connect the one that uses ethernet and then when it shows up in the app, turn off the WiFi and reboot it to make sure it stays off. Then connect each wireless speaker one at a time.

Did you manage to change the WiFi name on the Sonos devices, or have you set that to the same as the old BT router?

Good luck!

R

RDMGAuthor

Contributor I

Firstly, Thank you to all of you who contributed to this thread. I’ve greatly appreciated your timely support and advice.

Secondly, I thought the Community might like to know that after several more hours, a call to Tp-Link, and with your help, I’ve resolved the issue.

I’m no expert, am unfamiliar with the correct terminology, and accept that some of the issues were attributable to my own stupidity!

ISSUE. Updated from BT broadband to Fibre Fusion Group Full Fibre Broadband. Connectivity to a number of services (VoIP, Dyson, Nest, and Sonos) all disrupted at various intervals. Loss of BT range extension disks an issue

SOLUTION. Removed BT range extending disks, removed Sonos Boost, reinstalled all hardware and Apps. Bought Tp-Link RE700X (Wifi Booster) and RE330 (Wifi Extender), which helped extend the Wifi range, but were hard to install correctly. Some easier to do than others, and I engaged Sonos Technical Support for 4 hours, and TP-Link for a further two!

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Ian_S

Prodigy III

Glad it’s finally running. Do you know what changes you had to make on the router that made a difference? Might be useful for others if they have similar issues…

R

RDMGAuthor

Contributor I

I’ve tried being helpful above Ian_S. The one thing I didn’t mention, which perhaps I should have done, is that my Sonos system only briefly appeared on my App during a 4-hour conversation with Sebastian from Sonos Support, when he suggested placing an Ethernet cable directly into the nearest speaker.

This worked temporarily at first since the cable was required for my BT range-extension disc. Following my removal of the four BT discs, I transferred the Ethernet cable to my Sonos One SL speaker, without which none of my speakers would work.

Only now is everything working as it should, although I still don’t seem able to update Sonos from the App.

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