2) Click Wireless. Just remembered that when I went into disable the Smart Setup I did NOT need to enter my admin password, as I had to on my previous hub. Have filed a complaint with BT. Please try again in a few minutes. BT says that all users should have an update to their router by the end of May and anyone who thinks they are affected should get in touch with the firm as a software upgrade can be applied ahead of the main rollout. Express. We're sorry for any inconvenience caused,". Good that I can still play music, but it’s infuriating that we’re all having this issue. The Sonos One’s are voice control with Alexa set up. The lights are too bright. I haven’t tried casting anything to TV yet. Can’t get through to BT about connection issues as ‘all opeators are busy’, Anyone had any joy on when/if they will get sorted? I’ve tried disabling 5ghz and I know it resolves this specific issue, but it’s like solving one problem by creating another one - causing issues for my experience using the internet on other devices. They will disappear again but for some reason using Alexa brings them ‘back’ for a bit. Click on the title and picture of your Hub to see links to all our help. Also, just tried to cast BT sport from my iPhone (5 GHz) to my TV via Chromecast which is 2.4Ghz. Incredibly frustrating. We’ll update this post with any further news as and when we receive it. I personally like that the BT smart hub 2 differentiates itself by its design from most of the wi-fi routers out there at this price level. I still largely agree this is probably more a BT issue than Sonos but I still think there’s ultimately more to it and it’s more likely a few things not playing nicely. So from my perspective it’s either a bad Sonos update. However, like I said in my earlier post I was beginning to experience the same issues prior to getting the Smart Hub 2. Something to look into at some point. 19 Comments. This will open the Wireless Settings page. Sometimes they'll include recommendations for other related newsletters or services we offer. You can learn more about how to do this using these steps: Please be aware, turning off 5GHz could affect the speed at which other devices connect through the network and should only be considered a temporary workaround. In the "channel selection" you will see "Smart Wireless" selected by default. Genuinely curious as the the reasoning behind the choice). Whether you have your router hidden behind gauche in the living room or it lies on your desk in your personal room, the black colour model with rounded corners will look good from any angle. Something from Sonos would be nice though seeing as we are all basically going around in circles. Any customer who experiences this should get in touch with BT who will update their device remotely as soon as possible. ***Please Subscribe: Youtube have required creators, like me, to have at least 1000 subscribers! Will keep the boost tho anyway (even the the move and roam dont use Sonosnet) may be useful in future! The BT Whole Home Wi-FiMesh system proved to be a big success. A Firewall blocks incoming connections by nature. The issue, which was picked up by the BBC but is ⦠Hi, just disabled the 5Ghz connection and now all of my Sonos equipment connected straight away with the app. I feel this way as upon further investigation on my setup/network I have a mixture of devices from different companies and ultimately the only devices I can not reliably interact with and control are the Sonos devices (2x Ones and 2x Symfonisks). If your BT broadband home network is playing up, you're not alone. It must be a combination of BT, IOS ans Sonos as my ipad is on 5ghz and works fine. The app works absolutely fine and I have full control of all functions and settings and the camera doesn’t ‘disappear’ like the Sonos speakers do in the Sonos App. If you are still having problems try turning the device you are using - like a phone, tablet or laptop - off and on. Alternatively, some users have been able to work around the issue by wiring a player directly to the router, though this doesn’t work in every case. Systems that have a Sonos Move or Roam on them will also not be helped by this change, so disabling 5GHz would be best for those households. I did manage to play music by asking Alexa. However, at the time of my first post I completely forgot about the Ring camera that’s on the 2.4ghz band and has been completely unaffected by the change to the Smart Hub 2. My Nest Protect will not connect to my new BT smart hub2. Wired connection has no issues but the Wifi signals keeps dropping on all the wireless devices (2 android phones, 1 iPad, 1 windows laptop). The app works absolutely fine and I have full control of all functions and settings and the camera doesn’t ‘disappear’ like the Sonos speakers do in the Sonos App. That's not very specific and considering that BT has well over 6 million users right now, a "very small" percentage of that overall figure can still result in hundreds of frustrated customers losing signal on a regular basis. Like many others having the same issue a couple of questions (from a dumb user). You can always change your cookie preferences in your profile settings. You can choose which cookies you want to accept. We need basic cookies to make this site work, therefore these are the minimum you can select. Sometimes you need to unblock some of these connections so you can run a game or application. Difficult as i was in the middle of a meeting at the time so didn't have the opportunity to fully investigate. BT customers are suffering from an irritating glitch, Freeview unleashes new design and features to thousands of Smart TVs, Making this one change will boost your broadband speeds (for free), Don’t click! 4) Enter the Admin password. Thanks for the info as I’ve been pulling my hair out trying to sort this out. both iphones lose all devices. Not a dig as such. During the setup, both the Sonos kit and your smartphone, like an iPhone, need to be connected using the same Wi-Fi network. This is rubbish when working from home or trying to watch content on the TV. @Grewal69 There can be a problem with BT smart hubs due to a clash between the Sky mesh and the hub both using 5Ghz Ch36. I just tried this. Test and fix things with our troubleshooter >. Only solution to switch off the 5ghz on the SH2 and wait for bloody BT to get their act together. READ MORE: Vodafone Pro Broadband review: Unbreakable internet for those happy to pay the price, What is clear is how frustrating it is for customers with complaints appearing on BT's community forum page. I would definitely like to hear more from Sonos too. Just comparing with the router that I could not get working (the old hub), while the box says Item code 088315, the serial number begins 088318! My understanding is Roam atleast, unsure about Move, have 5ghz capability. BT Smart Hub 2 user guide - self install BT Smart Hub 2 user guide - engineer install BT Smart Hub 2 user guide - Fibre To The Home BT Smart Hub 2 user guide - Ultrafast BT Smart Hub 2 CE Declaration of Conformity Complete Wi-Fi Disc - user guide BT Smart Hub 2 power efficiency information If I ask Alexa to play something it will also result in the One’s (in a stereo pair) to show back up in the Sonos App/work with Airplay. Has there been anything occur like this with BT historically and if so, how quick are they to respond? Available exclusively to BT Plus customers, Complete Wi-Fi gets you a BT Smart Hub2 ⦠Ny speakers briefly re appear if i leave the house and come back. Select the "settings" tab. Just replaced my router from a BT Smart Hub 1 to a Smart Hub 2 and despite following the instruction I.e.connect my Sonos Play 3 to the hub via an Ethernet cable and following the app instructions, Sonos can not see my new network even when putting in ⦠Learn more about our cookies. âWe are aware of an FTTP speed profile issue on the Smart Hub 2 affecting a small number of customers and are urgently working to resolve the problem," the telecoms firm told Express.co.uk. The bug disrupts the connection between two devices linked over the Wi-Fi signal – and the only way to get everything working smoothly is to disconnect part of your signal. Click ‘OK’. The Smart Hub 2 has all the features of the Smart Hub with a couple of additions. The Sonos One’s are voice control with Alexa set up. Doesn’t work. If you accept you agree to our full cookie policy. ", Whilst another added: "I've been having the same problems and have been tearing my hair out.". They filter out interference that can negatively impact on Wi-Fi performance. BT has now confirmed the issue with the company telling the BBC that it's affecting a "very small" number of users. An issue with the last IOS update. Generally fast and well priced, it made for a decent upgrade for those with an existing router they didnât want to replace. Genuinely curious as the the reasoning behind the choice). With the BT Complete Wi-Fi, BT is offering a neater solution: a new router for the base connection, and discs that you spread around your home to improve the signal. If I ask Alexa to play something it will also result in the One’s (in a stereo pair) to show back up in the Sonos App/work with Airplay. The first is due to the Q box being dual frequency and if Sky is not your ISP it can only connect with 2.4Ghz but it can get confused and tries to use 5Ghz and drops out. It moves my speed from 150MB down to less than 30MB. If I ask Alexa to play something it will also result in the One’s (in a stereo pair) to show back up in the Sonos App/work with Airplay. Unfortunately (for me) the Sonos app still didn’t work. With the height of 19 cm, width 42 cm and dep⦠Venting their anger at the issues, one user said: "I can only connect the Sonos app from my iPhone, MacBook and iPad when connected to the 2.4Ghz band, which means turning off 5Ghz. “We’re aware that a very small number of customers are experiencing an issue with their BT Smart Hub 2 connecting with multiple streaming devices on their Wi-Fi network. They will disappear again but for some reason using Alexa brings them ‘back’ for a bit. They will disappear again but for some reason using Alexa brings them ‘back’ for a bit. iphone on 5ghz doesnt work. An irritating new glitch has impacted unlucky BT customers nationwide who use BT's Smart Hub 2 router. Your best option here would be to disable 5GHz on your BT Smart Hub 2 as I’ve described in my original post. These errors occur because of the Smart Setup enabled on these routers for BT broadband customers. The original post states this is an issue to do with devices on 2.4ghz being unable to communicate with devices on 5ghz such as your phone when using the Sonos App. Most of the affected users have ⦠- Has anyone tried giving different SSID’s names for the 5Ghz and 2.4Ghz leaving 5Ghz for TV and moving everything else to 2.4Ghz? The BT Smart Hub 2 constantly monitors your hubâs connection. We'll send you an e-mail with instructions to reset your password. Also experiencing this issue. Hopefully if there is enough complaints they will do something about it quicker. Any customer who experiences this issue can get in touch with us and we will update their device remotely. When you subscribe we will use the information you provide to send you these newsletters. Easily the worst internet provider I’ve ever encountered. Hopefully BT will pull their fingers out and provide a fix soon! We recommend that you report this issue to BT with the following information: “Devices connected to the 5GHz band are not able to communicate with devices connected to the 2.4GHz band and it appears the connections are being erroneously isolated.”. Happy for someone to pick that apart as I’m no tech person and just stating what’s happening for me. BT will be rolling out an update to all devices later this month. Can I suggest you don’t just report to BT, but raise as a complaint here: https://www.bt.com/help/complaints it only takes a couple of minutes to complete the web form. Had Fibre Broadband installed today. I’m having the same issues, it’s very confusing as my ipad is connected on 5hz but as it never leaves the house it still has full connection with all devices. This is found on the back of the router and on the removable card. Lock . Confirms it’s a BT Smart Hub issue to me. Was fine for about 3 months but has now dropped. Pin . If you set the lights to off, we'll still alert you if there's a fault on any device. I'm still watching to see how things work out and see if any websites and devices become unstable or inaccessible - As I think you have 14 days to cancel with BT It is disappointing that BT do not allow any changes to the Smart Hub 2's DNS settings, I'd much prefer to keep control of the routing throughout. The Sonos One’s are voice control with Alexa set up. If I ask Alexa to play something it will also result in the One’s (in a stereo pair) to show back up in the Sonos App/work with Airplay. Here are some errors you may see: Chromecast Setup: Unable to connect to Chromecast Google user. The problem was first spotted by customers who upgraded their package to BTâs top 900Mbps tier, only to find that their upload speeds were significantly slower than expected (i.e. You can't change the SSID’s on the SH2. Hi Boost works same way as hard wiring one of the speakers, it creates its own mesh (Sonosnet) independent of the other 2.4ghz band. This will open the Hub Manager. Select "advanced settings" in the sub tab. Best thing is to disable 5ghz from the advanced menu (if sonos is important to you everyday) and wait for BT to sort it - dont forget to file a complaint as mentioned above. If I ask Alexa on the One’s to play music on the Symfonisks I just get a ‘sorry, something went wrong’ response. Thought I’d add this as hopefully every little bit of information helps someone, be that Sonos or BT get to the bottom of the issue. Mark good posts by pressing the like button, and select the best answer on questions you've asked to help others find solutions. - I was thinking of buying a Boost but surprised to see this doesn’t work? The camera connected easily. I could then control music through the Spotify App. Forgot to add, i have a Boost too, bought it 2 weeks ago when this started, all worked fine at first and the the roam and move started playing up again and showing up in the 5ghz channel ?? DECT phone compatible â The Smart Hub 2 supports Digital Enhanced Cordless Telecommunications (DECT), a new digital standard for landline phones. A problem with BT or a combination of them all. Incredibly frustrating. Whilst fiddling with the SH2 settings in advanced, i noticed the the iPhone “Dual Band” setting had “No” selected with no facility to change this to yes, could this be a cause of the issue?? Jesus, Mary and Joseph and the wee donkey. in addition, they had turned my 5ghz back on. Smart Hub 2 Wifi Problems. (Although why are £50 speakers dual band yet £200 ones are 2.4ghz only? As suggested I have a Complaint raised with BT. BT are indeed aware of this issue and are actively investigating and working to resolve it as quickly as possible. recommended this. This is caused by a bug in the BT Smart Hub 2âs firmware (version V0.26.03.01286) which prevents devices on the 5GHz band from communicating with devices on the 2.4GHz band, and vice versa. See today's front and back pages, download the newspaper, order back issues and use the historic Daily Express newspaper archive. BT Smart Hub 2 users are complaining of connection issues between their wifi-enabled devices. Thanks that is really helpful - we don’t have a Move or Roam so the Boost would work for us. If youâre a BT Broadband customer with a HomeHub 3, HomeHub 4 or HomeHub 5 router, you may experience some errors when trying to use your Chromecast device. Smart Hub 2. Go to Your wi-fi network and then Settings. I’d never have considered it, as live in a two bed flat and have never experience any Sonos connection issues prior to this BT issue. Wouldn’t it be the same as connecting a speaker by ethernet? The most consistent workaround we have discovered is to disable the 5GHz band on the BT Smart Hub 2. (Although why are £50 speakers dual band yet £200 ones are 2.4ghz only? If the light isnât a steady blue there could be an issue, but there are things you can do to help resolve it. The issue is that if you are trying to control sonos using an iPhone or device on the 5ghz band, it won't talk to sonos and vice-versa leaving products missing from menus, dropping in and out and just a total **** up really. BT Smart Hub 2 features advanced filters. An issue with the last IOS update. Sorry, our virus scanner detected that this file isn't safe to download. However, at the time of my first post I completely forgot about the Ring camera that’s on the 2.4ghz band and has been completely unaffected by the change to the Smart Hub 2. Move and Roam dont use Sonosnet and instead stick to the router supplied 2.4ghz band. Help for BT Hubs. It's these 2.4Ghz and 5Ghz signals that appear to be causing the gremlins for some BT users as the Smart Hub 2 router struggles to work when two devices are connected to two different frequencies and try to communicate with one another. My KD49XF9005 just wont connect to my BT Smart Hub 2. If it spots a problem, it will quietly make changes, reboot and make a fresh connection. Strangely though Netflix still works and Sky Q works as do all the other household devices. 8) Wait for your devices to reconnect. Me too, i have Play 3, X2 Play 1, Beam, Move and Roam and its completely screwed up my connectivity via both iOS app and mac controller. However, like I said in my earlier post I was beginning to experience the same issues prior to getting the Smart Hub 2. The original post states this is an issue to do with devices on 2.4ghz being unable to communicate with devices on 5ghz such as your phone when using the Sonos App. Can't you have differently ssid's for 2.4gh and 5ghz?, sign all the Sonos kit on to 2.4 (including controller) and all your Smart TV kit on the 5ghz ssid?. Scan through the BT support forums and youâll find plenty of people complaining about the BT Smart Hub constantly dropping connections (such as here , here , here and here on the ThinkBroadband forums ).
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