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. With the height of 19 cm, width 42 cm and dep⦠However, like I said in my earlier post I was beginning to experience the same issues prior to getting the Smart Hub 2. This is caused by a bug in the BT Smart Hub 2’s 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. In the "channel selection" you will see "Smart Wireless" selected by default. Genuinely curious as the the reasoning behind the choice). 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. You can't change the SSID’s on the SH2. The IKEA Symfonisks once ‘lost’ from the Sonos App remain ‘lost’ unless I ask the Echo Dot’s to control them. DECT phone compatible â The Smart Hub 2 supports Digital Enhanced Cordless Telecommunications (DECT), a new digital standard for landline phones. Sometimes they'll include recommendations for other related newsletters or services we offer. Available exclusively to BT Plus customers, Complete Wi-Fi gets you a BT Smart Hub2 ⦠So, if you're iPhone is connected using the 2.4Ghz signal and trying to beam music to a Sonos speaker using 5Ghz – the glitch will rear its head and your devices will be disconnected. We’re aware of an issue affecting Sonos users with BT Smart Hub 2 routers that causes problems with connecting to players in a wireless configuration. Complete Wi-Fi â This is the major difference for most people. Great Detective work, you should be in AC-12. Go to Your wi-fi network and then Settings. Unfortunately you can't make many changes to that hub. Hopefully if there is enough complaints they will do something about it quicker. Jesus, Mary and Joseph and the wee donkey. Learn more about our cookies. The Sonos One’s are voice control with Alexa set up. 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! Was fine for about 3 months but has now dropped. BT will be rolling out an update to all devices later this month. 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). Any customer who experiences this issue can get in touch with us and we will update their device remotely. They will disappear again but for some reason using Alexa brings them ‘back’ for a bit. Express. BT are indeed aware of this issue and are actively investigating and working to resolve it as quickly as possible. 1) Open a new web browser on a device connected to your Hub and type 192.168.1.254 in the address bar. BT has now confirmed the issue with the company telling the BBC that it's affecting a "very small" number of users. 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. I was going to get a boost to work around the issue as working from home i cannot disable 5hz, Just ad BT engineer on the phone following me filing a complaint saying they had made some tweaks to my settings and “everything should be fine now”. As you might be aware, all routers supplied by Internet Service Providers (ISPs) allow devices to connect via two frequencies. The BT Whole Home Wi-FiMesh system proved to be a big success. This time the BT support desk admitted that âmany peopleâ were having problems with the new Smart Hub, and it seems they werenât kidding. I would definitely like to hear more from Sonos too. We use 3 different kinds of cookies. The BT smart hub 2 is very similar to the original model, the Smart Hub 1. One temporary fix appears to be to switch off one of the two frequencies which means all devices are then connected to the same signal although this can end up slowing the whole network down as all of your web traffic is going through a single connection rather than two. A steady blue means that the Hub is connected to your broadband. This is found on the back of the router and on the removable card. And when it connects intermittently to any wifi devices the speeds are very slow, wont even load webpages. My understanding is Roam atleast, unsure about Move, have 5ghz capability. A BT Smart Hub 2 router contains a basic firewall to help protect your home network. 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. Have filed a complaint with BT. 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. The second issue, which has been going on for several months, concerns a firmware bug with how the Smart Hub 2 router manages the speed profiles for some FTTP connections. 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. 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. Help for BT Hubs. 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 ?? I initially stated that the Amazon Echo Dot 4’s where fine and completely unaffected, and that remains the case, however at the time I didn’t realise that the Dot’s worked on both 2.4ghz or 5ghz so I’ve ruled them out for fairness. 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?. Good that I can still play music, but it’s infuriating that we’re all having this issue. @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. Ring devices on 2.4Ghz work perfectly well with both devices. Happy for someone to pick that apart as I’m no tech person and just stating what’s happening for me. Select "wireless" in the suc-sub tab if you like. ... Having issues connecting to smart hub 2. They will disappear again but for some reason using Alexa brings them ‘back’ for a bit. You don’t need to specifically mention Sonos devices when reporting this issue to BT as the information alone will be enough for them to recognize the issue you’re facing. Sorry, we're still checking this file's contents to make sure it's safe to download. Wired connection has no issues but the Wifi signals keeps dropping on all the wireless devices (2 android phones, 1 iPad, 1 windows laptop). BT Smart Hub 2 When you first plug in your Hub, please wait for it to sync - this usually takes about four minutes. Can see the firmware on my Hub updated on 8 April. A problem with BT or a combination of them all. Ny speakers briefly re appear if i leave the house and come back. We'll send you an e-mail with instructions to reset your password. 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 ). A problem with BT or a combination of them all. I initially stated that the Amazon Echo Dot 4’s where fine and completely unaffected, and that remains the case, however at the time I didn’t realise that the Dot’s worked on both 2.4ghz or 5ghz so I’ve ruled them out for fairness. Like I said in my original post, it’s seems to me at least somewhat too easy to just blame BT outright. Something from Sonos would be nice though seeing as we are all basically going around in circles. Will keep the boost tho anyway (even the the move and roam dont use Sonosnet) may be useful in future! ***Please Subscribe: Youtube have required creators, like me, to have at least 1000 subscribers! So if the issue is that the BT Smart Hub 2 won’t let devices on different bands talk, then why can the Ring camera on 2.4ghz communicate perfectly fine with my iPhone on 5ghz yet the Sonos set up completely fails to do so. I’m considering temporarily moving a speaker into the utility cupboard, I won’t be able to use it, but at least it will help with the connection issues. Microsoft Outlook users warned about dangerous new scam, Vodafone Pro Broadband review: Unbreakable internet for those happy to pay the price, Sky, Virgin Media and EE broadband warning: Check your router now, TalkTalk takes aim at BT, Virgin and Sky with broadband price cut. I am still of the opinion this is more than just BT at fault although I don’t doubt the Smart Hub 2 router may be causing headaches. 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. 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.”. 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. It must be a combination of BT, IOS ans Sonos as my ipad is on 5ghz and works fine. See today's front and back pages, download the newspaper, order back issues and use the historic Daily Express newspaper archive. Here are some errors you may see: Chromecast Setup: Unable to connect to Chromecast There are two different but related problems, can't connect to hub and can't connect mini boxes to the main box. You can always change your cookie preferences in your profile settings. (Although why are £50 speakers dual band yet £200 ones are 2.4ghz only? 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. They filter out interference that can negatively impact on Wi-Fi performance. It moves my speed from 150MB down to less than 30MB. Easily the worst internet provider I’ve ever encountered. So if the issue is that the BT Smart Hub 2 won’t let devices on different bands talk, then why can the Ring camera on 2.4ghz communicate perfectly fine with my iPhone on 5ghz yet the Sonos set up completely fails to do so. Something to look into at some point. To undo this go to the home hub home page http://bthomehub.home/ You may need to enter the admin password on the removable plastic tab for access. Thanks for the info as I’ve been pulling my hair out trying to sort this out. During the setup, both the Sonos kit and your smartphone, like an iPhone, need to be connected using the same Wi-Fi network. An irritating new glitch has impacted unlucky BT customers nationwide who use BT's Smart Hub 2 router. 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 Sometimes you need to unblock some of these connections so you can run a game or application. 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. Hi, just disabled the 5Ghz connection and now all of my Sonos equipment connected straight away with the app. Only solution to switch off the 5ghz on the SH2 and wait for bloody BT to get their act together. They will disappear again but for some reason using Alexa brings them ‘back’ for a bit. In fact, I wouldn’t be recommending an additional purchase just for getting around this issue anyway. There's a 2.4Ghz setting, which is slower but offers much better range, or 5Ghz which is much faster but you need to be closer to the router for it to work. Generally fast and well priced, it made for a decent upgrade for those with an existing router they didnât want to replace. 2) Click Wireless. They will disappear again but for some reason using Alexa brings them ‘back’ for a bit. 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. The Sonos One’s are voice control with Alexa set up. The BT Hub you have is is the SmartHub; BTHub6-NQ23 is your SSID (wireless network name). Sorry, our virus scanner detected that this file isn't safe to download. You can choose which cookies you want to accept. The telecom giant's router operates using two different wireless frequencies: 2.4Ghz and ⦠An irritating new glitch has impacted unlucky BT customers nationwide who use BT's Smart Hub 2 router. 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. This will open the Hub Manager. Hopefully BT will pull their fingers out and provide a fix soon! Has there been anything occur like this with BT historically and if so, how quick are they to respond? 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. Customers of BT âs UK broadband service, specifically those with the providerâs latest Smart Hub 2 (SH2) router, have been told to expect a firmware update over the next 4-5 weeks that should fix a bug with the deviceâs WiFi (wireless) networking, which has caused connectivity problems on the 2.4GHz and 5GHz bands. The Sonos One’s are voice control with Alexa set up. 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. 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. If you accept you agree to our full cookie policy. The bug disrupts the connection between two devices linked over the ⦠Also experiencing this issue. Strangely though Netflix still works and Sky Q works as do all the other household devices. 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. 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 ⦠Home of the Daily and Sunday Express. Enter your username or e-mail address. I agree, I have multiple devices and the only ones affected are SONOS. We use cookies to enhance and personalize your experience. 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. Difficult as i was in the middle of a meeting at the time so didn't have the opportunity to fully investigate. The camera connected easily. Any customer who experiences this should get in touch with BT who will update their device remotely as soon as possible. I haven’t tried casting anything to TV yet. Had Fibre Broadband installed today. The most consistent workaround we have discovered is to disable the 5GHz band on the BT Smart Hub 2. We’re sorry for any inconvenience caused.”. Also, just tried to cast BT sport from my iPhone (5 GHz) to my TV via Chromecast which is 2.4Ghz. 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 anyone tried giving different SSID’s names for the 5Ghz and 2.4Ghz leaving 5Ghz for TV and moving everything else to 2.4Ghz? 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. 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. 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. 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 ⦠Most of the affected users have ⦠Whereas the Ring camera at mine works perfectly well being on 2.4ghz and the phone interacting on 5ghz. Your best option here would be to disable 5GHz on your BT Smart Hub 2 as I’ve described in my original post. ", Whilst another added: "I've been having the same problems and have been tearing my hair out.". 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?? I just tried this. This is rubbish when working from home or trying to watch content on the TV. Works reliably as a fix/proof point for me.. but I can’t keep the 5ghz band off as then my tv streaming services drop to potato-cam resolution.. this needs a proper permanent fix between BT/Sonos. Pin . You can change the brightness of the lights on the Smart Hub 2 and Wi-Fi discs independently on the My BT app. So from my perspective it’s either a bad Sonos update. Doesn’t work. They will disappear again but for some reason using Alexa brings them ‘back’ for a bit. Smart Hub 2. Select "advanced settings" in the sub tab. Incredibly frustrating. 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. both iphones lose all devices. These errors occur because of the Smart Setup enabled on these routers for BT broadband customers. 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. “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. Google user. The Smart Hub 2 has all the features of the Smart Hub with a couple of additions. 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). The Sonos One’s are voice control with Alexa set up. IIRC correctly they are all on the 2.4ghz band though. Going to get back on to BT, watch this space. Both of these signals work in tandem and your devices will often jump between the two as you move around the home without you even noticing. BT Smart Hub 2 features advanced filters. Sounds like the Boost is pretty much redundant until this issue is sorted out then. An issue with the last IOS update. My Nest Protect will not connect to my new BT smart hub2. 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. 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. 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? You can unsubscribe at any time. Whatâs good about the BT smart hub 2 is that it fits pretty much anywhere. BT Smart Hub 2 users are complaining of connection issues between their wifi-enabled devices. A good example of how this glitch impacts customers every day is with Wi-Fi connected speaker systems, like Sonos. 2 Recommended Answers 22 Replies 16 Upvotes I have tried all the recommendations but still my Nest Protect will not connect to my new BT smart hub 2. So Boost should connect to the all the 2.4ghz speakers and normal WiFi pick up Move/Roam. A Firewall blocks incoming connections by nature. Most of the affected users have iPhones running iOS version 14.4.2, but we have seen other types of controller, such as Android devices, affected by this issue as well. 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. 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 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. If your BT broadband home network is playing up, you're not alone. 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. 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. Wouldn’t it be the same as connecting a speaker by ethernet? Very frustrating. Please try again in a few minutes. Steps taken from a post on the BT Community. 4) Enter the Admin password. Weâre aware of an issue affecting Sonos users with BT Smart Hub 2 routers that causes problems with connecting to players in a wireless configuration. If you see these colours when youâre not starting up your hub, follow the instructions to resolve the problem. Smart Hub 2 Wifi Problems. BT Smart Scan technology. This is called opening a port or port forwarding. Select the "settings" tab. Not a dig as such. Sonos have offered a 30% discount on the Boost, but it’s still £70 I don’t really want to spend. 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. 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 We’ll update this post with any further news as and when we receive it. Itâs says connected but no internet and I cannot access any of the apps like Prime Video or Disney from the home screen. We need basic cookies to make this site work, therefore these are the minimum you can select. Learn more about our cookies. 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. That’s certainly been my experience with Roam, iOS controller can still see it when it can’t see any of the other speakers. 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. I did manage to play music by asking Alexa. You may need to reboot your Sonos devices by powering them down for 30 seconds and powering them back up. Email | Link News. We're sorry for any inconvenience caused,". You can set the lights to off, dim or bright. Find help for all the recent models of the BT Hub - including the BT Smart Hub, 4G Mini Hub and the BT Home Hub 5, Hub 4 and Hub 3. Confirms it’s a BT Smart Hub issue to me. If it spots a problem, it will quietly make changes, reboot and make a fresh connection. Speaking to the BBC, a spokesperson said: "We're aware that a very small number of customers are experiencing an issue with their Smart Hub 2 connecting with multiple streaming devices on their wi-fi network. Our Privacy Notice explains more about how we use your data, and your rights. 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. Move and Roam dont use Sonosnet and instead stick to the router supplied 2.4ghz band. 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. 19 Comments. iphone on 5ghz doesnt work. Problems with your broadband connection? recommended this. 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. My KD49XF9005 just wont connect to my BT Smart Hub 2. Try turning off "smart" in the hub. If I ask Alexa on the One’s to play music on the Symfonisks I just get a ‘sorry, something went wrong’ response. Click on the title and picture of your Hub to see links to all our help. The Sonos One’s are voice control with Alexa set up. Test and fix things with our troubleshooter >. An issue with the last IOS update. If the light isnât a steady blue there could be an issue, but there are things you can do to help resolve it. Not a dig as such. The BT Smart Hub 2 constantly monitors your hubâs connection. 8) Wait for your devices to reconnect. Click ‘OK’. Incredibly frustrating. 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. Lock . So from my perspective it’s either a bad Sonos update. If you have a Roam or Move in the house I wouldn’t recommend purchasing a Boost to work around this issue. 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! - I was thinking of buying a Boost but surprised to see this doesn’t work? What the lights on your BT Hub ⦠Unfortunately (for me) the Sonos app still didn’t work. When you subscribe we will use the information you provide to send you these newsletters. Like many others having the same issue a couple of questions (from a dumb user). The issue, which was picked up by the BBC but is ⦠If you set the lights to off, we'll still alert you if there's a fault on any device. I could then control music through the Spotify App. Mark good posts by pressing the like button, and select the best answer on questions you've asked to help others find solutions. Genuinely curious as the the reasoning behind the choice). Bottom line is, the problem still remains and ive had to resort to using 2.4ghz only again as the Roam was not connecting to the iPhone iOS 14.5). If you are still having problems try turning the device you are using - like a phone, tablet or laptop - off and on. in addition, they had turned my 5ghz back on. 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. The lights are too bright. As suggested I have a Complaint raised with BT. Thanks that is really helpful - we don’t have a Move or Roam so the Boost would work for us. This will open the Wireless Settings page. (Although why are £50 speakers dual band yet £200 ones are 2.4ghz only?
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