Many users have been able to fix smart speaker problems by following the troubleshooting steps below. However, before working through them, check our known issues page to make sure you're not experiencing a problem we're aware of and are working to resolve.
- Make sure your device is supported
Check the Can I use BBC Sounds with my smart speaker? page to see if your device is supported and how you can use it with BBC Sounds. Some functionality is different between devices.
- Restart the device
Unplug the device from the mains, wait a few moments, then plug it back in and let it reboot itself.
- Check for a software update on your device
It's always best to make sure your device is running on the latest software available to it. Click on the links below to see how you can check for software updates on your device:
Amazon Echo: Update the software on your Echo device
Apple AirPlay: AirPlay system requirements
Google Home: Updates to Google Nest devices
Sonos: Update your Sonos speakers
- Check your internet connection
Try switching off other devices using the same internet connection to see if that helps as they'll be competing for bandwidth. Also, if your speaker is not in the same room as the internet router, experiment by moving your smart speaker closer to your internet router as that may help you diagnose whether some locations in your home have a weak WiFi signal.
Restarting your internet router is also a good step to try, and even check to see if your router's software is up to date.
Alexa
Try the steps above, then:
- Check that the language on your Amazon device is set to UK English. Open the Alexa app, then tap Settings > Device Settings. Select your Amazon device, then Language, and ensure UK English is the set language.
- Head to Amazon's website for full troubleshooting steps to try: Support for Amazon Echo.
Google Home
Try the steps above, then head to Google's website for full troubleshooting steps: Google Nest Help: Troubleshoot an issue. Be aware that you can only play live radio stations on Google Home using voice controls. For on-demand content you'll need to cast from the BBC Sounds app.
AirPlay
Try the steps above, then head to the Apple Support site for full troubleshooting steps to try: If AirPlay or screen mirroring isn't working on your device.
Sonos
Try the steps above, then:
- If you're using Sonos via Alexa, disable and then re-enable the Sonos skill.
- At the moment, it isn't possible to use BBC Sounds via Sonos from an Android device. Keep an eye on the following page for updates on this: Can I use a Sonos device with the BBC Sounds app?
- Head to Sonos's website for full troubleshooting steps to try: Sonos Support.
