cancel
Showing results for 
Show  only  | Search instead for 
Did you mean: 
buckdenjoe
Beginner
19,257 Views
Message 1 of 65

Sonos and Smart Hub2 connection issues

Go to solution

I have just taken delivery of a Smart Hub2 and 1 wifi disc having previously used a Smart Hub 1.  I have now set it up and managed to connect all my devices including a Smart TV and Amazon Alexa and an Echo dot successfully.  However I have spent at least 4 hours trying to connect my Sonos system and failed.  I have been in contact with Sonos technical support and they have not yet sorted the matter as we ran out of time this afternoon.  I will try them again tomorrow.  Has anyone else had similar issues with these two systems and/or been succesful in geting them both to work together.  If it cant be made to work I will have to revert to my Smart Hub 1.  Thank you.

0 Ratings
Reply
64 REPLIES 64
gg30340
Distinguished Sage
Distinguished Sage
19,240 Views
Message 2 of 65

Re: Sonos and Smart Hub2 connection issues

Go to solution

If you have not already done it make sure you turn off "smart setup" on the Smarthub.

See link how to do that.

http://bt.custhelp.com/app/answers/detail/a_id/44328/~/what-is-smart-setup-on-the-bt-hub%3F-how-can-...


0 Ratings
Reply
buckdenjoe
Beginner
19,236 Views
Message 3 of 65

Re: Sonos and Smart Hub2 connection issues

Go to solution

Thank you, I will try this in the morning and let you know

0 Ratings
Reply
Paul_31
Aspiring Expert
19,218 Views
Message 4 of 65

Re: Sonos and Smart Hub2 connection issues

Go to solution

I have a SmartHub 2 and 2 Sonos Play speakers and managed to get them connected without too much trouble.

This is what I did:

As has alaready been suggested, disable SmartSetup on the Smart Hub and then temporarily connect one of the Sonos speakers to the Smart Hub via ethernet cable and then within the Sonos App select the 'More...' button at the bottom of the screen and choose Settings>Advanced Settings>Wireless setup and follow the on-screen instructions. Once setup is complete you can disconnect the ethernet cable and hopefully it'll be all systems go!

0 Ratings
Reply
buckdenjoe
Beginner
19,206 Views
Message 5 of 65

Re: Sonos and Smart Hub2 connection issues

Go to solution

Thanks to the two of you who responded.  I have had an interesting day.  First I checked the router and found that smart set up was already disabled.  I then opened my Sonos app and saw that all my devices were now showing.  I could play music from Radio by Tunein and from Amazon Music but not from my music library stored on my iphone or on my Mac mini.  I have the Sonos app on both devices.  I had to go out for the rest of the morning.  On by return, in preparation for phoning Sonos Tech Support, I checked playing my music library again. And it works!!  For both my iphone and mac mini.  At the moment it continues to work.

The moral of this story.  Patience!!  You clearly have to give time for a new router to get used to its new environment and to find and sort out all the devices that connect to it before it can perform properly.

0 Ratings
Reply
OldSmithy
Beginner
11,207 Views
Message 6 of 65

Re: Sonos and Smart Hub2 connection issues

Go to solution

Doesn’t work for me.  Tried all the suggested solutions and ended up connecting my play 2 to an Ethernet Hub connected to the Smart Hub 2.  This works fine, but Sonos will not connect to WiFi despite turning off the 5Gig signals and disabling the Smart stuff ... just given up and at least I can play all my other speakers and music from my iMac my previous Hub5 was fine .. what's up BT?

0 Ratings
Reply
hasannali
Aspiring Contributor
9,722 Views
Message 7 of 65

Re: Sonos and Smart Hub2 connection issues

Go to solution

In case this is helpful to anyone else...

My issue has been an apparently stable Sonos environment - 8 speakers and a Boost - which randomly, twice since getting BT FTTP (900Mbps) with HomeHub 2 and two discs has lost the entire configuration from the Sonos app (phone and desktop).

I fixed it the first time by reconfiguring; I didn't call support.  I kept dual band - so 2.4 gHz and 5gHz

The second time I called support and although their view was that the discs were the problem, the diagnostic process we went through for over an hour identified the real problem.

The 2.4gHz "digital" phone that BT supply.  It turns out this breaks the transmitted signal from the main HomeHub router - and if you want to use the phone(s) you need to keep them in a completely separate room, far, far away from the hub.

It breaks the signal so comprehensively that a baby monitor that we were disappointed about, as it seemed to have limited range, has started working properly following removing this stupid handset!

Hope this is helpful to someone.  NB - fairly sure the Boost is irrelevant now, but the interference it was reporting to Sonos is what made the problem obvious!

0 Ratings
Reply
PMcD100
Beginner
9,704 Views
Message 8 of 65

Re: Sonos and Smart Hub2 connection issues

Go to solution

Perfect. Problem solved!

One of my five Sonos units had suddenly stopped playing music over wifi after working perfectly for the last 11 months. So in the last 5 days I've spent over 2hrs across three calls to SONOS tech support trying to resolve things. They couldn't detect the source of the difficulty so recommended I contact BT. 

Then I read hasannali's message advising the block might arise from the BT phone. I've therefore completely disconnected the phone and - at least so far - the problem Sonos unit is working again! Many thanks for the advice. 

Can't be sure but it might be the problem first arose when I repositioned my landline phone to sit right beside the router. Hence BT's phone and not the SONOS unit is the difficulty.

0 Ratings
Reply
OldSmithy
Beginner
9,691 Views
Message 9 of 65

Re: Sonos and Smart Hub2 connection issues

Go to solution

Thanks .. my DECT phone is a Diverse 3016 and it’s right near the Router.  My issue is I can’t get Sonos to set up to the Router, though it works ok on Ethernet,  with all the other speakers on WiFi.  I’ll try it again and take the phone away and turn the base unit off, when I get a minute.  I can see the router but it just won’t connect.  Seems funny the new Smart Hub won’t work work yet the old router was fine on 2.4Ghz and I’ve got the router putting out on the 2.4 GHz band.

0 Ratings
Reply
PMcD100
Beginner
9,675 Views
Message 10 of 65

Re: Sonos and Smart Hub2 connection issues

Go to solution

I spoke too soon. Disconnected the phone only provided a temporary solution and the problem came back.  So contacted BT via chat. After explaining the problem, my router appeared to reset without any action from me - maybe it was reset remotely - and now the Play5 unit seems to be ok on wifi. However, as the reset cut off the chat conversation I don't know what the problem and solution were. Fact that BT acted on this quickly into the conversation suggests to me they already know this is a problem.

 

0 Ratings
Reply