When your home BT broadband network is up, you are not alone. An irritating new bug has hit unhappy BT customers across the country using BT’s Smart Hub 2 router. The error breaks the connection between two devices connected via the Wi-Fi signal. The only way to ensure smooth operation is to disconnect part of your signal. A good example of how this bug affects customers on a daily basis is speaker systems with a Wi-Fi connection like Sonos. During setup, both the Sonos kit and your smartphone must be connected to the same Wi-Fi network like an iPhone.
As you may know, all routers provided by Internet Service Providers (ISPs) allow devices to be connected over two frequencies. There is a 2.4GHz setting which is slower but has much better range, or 5GHz which is much faster but you need to be closer to the router for it to work. These two signals work together, and your devices will often jump back and forth between the two as you move around the house without you noticing.
It is these 2.4Ghz and 5Ghz signals that seem to be causing the gremlins for some BT users as the Smart Hub 2 router struggles to work when two devices are connected at two different frequencies and try to communicate with each other. If your iPhone is connected via the 2.4 GHz signal and tries to stream music at 5 GHz to a Sonos speaker, the error will raise your head and your devices will be disconnected.
BT has now confirmed the problem when the company told the BBC that it was affecting a “very small” number of users. This isn’t very specific and given that BT currently has well over 6 million users, a “very small” percentage of that total can still result in thousands of frustrated customers losing signal on a regular basis.
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What is clear is how frustrating it is for customers when complaints appear on BT’s community forum page. One user expressed his anger at the issues, saying, “I can only connect the Sonos app from my iPhone, MacBook, and iPad when it is connected to the 2.4 GHz band, which means 5 GHz is off become.”
While another added, “I had the same problems and pulled my hair out.”
A temporary solution seems to be to turn off one of the two frequencies. This means that all devices are then connected to the same signal, although this can slow down the entire network as all web traffic goes through a single connection instead of two.
BT says all users should have their router updated by the end of May and anyone who thinks they may be affected should contact the company.
Speaking to the BBC, a spokesman said: “We understand that a very small number of customers are experiencing a problem with their Smart Hub 2 connected to multiple streaming devices on their Wi-Fi network. Every customer Having this problem can get it. ” Get in touch and we will remotely update the device. We apologize for any inconvenience. “