Managed Switch

The router is through my cable provider. No make or model number is aviable - Sonos is aware of the router so far no incompatibility issues found

So the senior tech from sonos changed the DNS “address” on the router. While Sonos worked however EVERY connect device could not locate the router

Lessons Learned

Write down the old DNS address so when some senior semis support tech tells you it’s fixed and it fucks up YOUR WHOLE NETWORK- you can restore your network

Don’t brother redialing the number the senor Sonos tech called you on or bother sending an email They disappear 10 sec after they hung up the phone

Don’t believe the Sonos tech that tells you you need a managed switch only to be told by the Senior tech you don’t

So back to square one.

erumsas1962,

Usually your DNS servers are stated on the ISP website, or in their literature, but a reset of the router will usually fix it anyway. Google’s public DNS servers like 8.8.8.8 or 8.8.4.4 are often the fallback for many folk.

I don’t understand why a change of DNS would prevent other local network devices seeing your router .. that’s strange in itself?

I was personally quite surprised by the suggestion that a managed switch would likely fix your dropout issue. I think many here would recommend an unmanaged one and if the router is incompatible in some way, looking at the hardware incompatibility list, it’s often a wireless access point that’s occasionally suggested as a very last resort, rather than a switch and to attach things to the WiFi on the access point... that’s not something I would do in any-case. I would rather switch ISP, or switch the existing incompatible router into 'modem mode' or 'bridged mode' and add my own compatible wifi router.

I’m quite fortunate that my ISP Router works fine with Sonos.

I think if you cannot find the make/model of your current router, then ask your ISP for it. I would also search the forum here and elsewhere for your ISP details and see if anyone else has the same dropout issue. There maybe a simple way to fix it with a change of a setting in the router configuration pages.

I’m really surprised that if Sonos Support have stated that it’s your router supplied by your ISP, that Sonos have not added it to their hardware incompatibility pages and reached out to the ISP/Manufacturer to perhaps try to resolve the issue with updated firmware.

Have you tried looking for your router in Google images to try to track down its make/model?... knowing that, would at least be a start to understanding what the issue is with that router.

The make and model number of the router is as follows
Askey Wave 2. Modem: Arris TM1602A MTA

FYI guys, there is another topic on the subject.

The make and model number of the router is as follows
Askey Wave 2. Modem: Arris TM1602A MTAsee this link

https://en.community.sonos.com/troubleshooting-228999/sonos-can-t-be-found-with-new-arris-dg1670-router-and-airport-extreme-6368356

The last post in the thread mentions turning off the router 'extra' firewall setting, it maybe worth a try to see if it resolves the problem, or at least consider lowering the security level if it is set too high. If it does then I would mention it to your ISP to see if they can fix the issue permanently at their end with a firmware update.

Called the ISP. Changed the Radio Channel from 11 to 1.

Also recycled both the router and modem. The ISP suggested I do that weekly to flush out data.

Mentioned the Sonos issues and as I expected their response led me back to Sonos.

Reason being ALL connected devices from a wide range of providers operate - no issues

Only issue is with Sonos. Since I recycled both the modem and router we will see if this issue goes away.

No other firmware update is available for either the modem or router nor or their any changes ( other the radio channel from 11 to 1 - which Sonos Tech had me change from 1 to 11 three weeks ago).

erumsas1962,

Post the network matrix here, obscure the MAC Addresses.

If the router needs to be rebooted once a week, replace it. A decent router will not need to be rebooted from one year to the next.

No idea what a “network matrix” is and why would I post it? I’ll stick to rebooting once a week for the time being. Already spent $$ on a secured network switch that I will be returning.

No changes. Still drops the music services (Spotify and Tidal)