Hi ​@Cronchy 

Sorry to hear of this issue you are having with connecting your Sonos equipment to your new router.

Although WiFi 7 is not supported, your Sonos products should be able to negotiate a connection, just as your other devices were.

We’d like to see what the speakers are reporting about this. Could you please re-enable WiFi 7 on your router, wait 3 minutes, then disable it again, wait another minute or so and then submit a support diagnostic? Thanks. Please let me know here when you have done so, but don’t share the number given.

​@Corry P hi there thanks I have submitted a diagnostic that should show a few disconnects and reconnects.

then issue is very easily replicated simply disabling WiFi 7 mode and everything connects and then enable it again and it all disconnects 

Can I DM you the diag number or something?

many thanks 

Hi ​@Cronchy 

Thanks!

No need - I have already found it and shared it with an engineer. I’ll update you once I hear back (it may take a little while).

Wonderful thanks for sharing through to an engineer.  Fingers crossed it is a simple fix to enhance WiFi compatibility as it’s otherwise definitely backwards compatible for all my other non WiFi 7 devices. Will look forward to hearing more 

 Hi ​@Cronchy 

I got a reply quicker than I expected.

You mention that other devices are connecting without issue - I wonder if this is because they are connecting via 2.4GHz?

The engineer I spoke to says that if he enables WiFi 7 on his router, it is WiFi 7 only, with the caveat that 2.4GHz stays active - the result is that any device trying to connect to 5GHz in particular fails to do so. However, your Arc should only be attempting to connect to 2.4GHz in the first place. I can see that the Arc is not connecting directly to the router, however, and that could be the reason for at least some of the behaviour.

So a full understanding of the network can be had, I recommend you get in touch with our technical support team who have tools at their disposal that will allow them to give you advice specific to your Sonos system and what it reports - they will also be able to remotely connect to your computer (assuming you have one) and adjust router settings for you.

I hope they are able to assist.

Hmm no when I enable WiFi 7 mode all of the bands are available for older devices to connect to. I get some connecting to all of the 2.4, 5, and 6ghz bands and most of the devices are various vintages ranging from 802.11n  up to WiFi 7. None of the others have any issues regardless of age or what band they’re connecting to. 
 

I will give support a shout but it’s definitely isolated to just the sonos devices 

Hi ​@Cronchy 

If there is an issue that we need to address - I am not saying that there isn’t - we will need a full picture that can only be established with some in-depth troubleshooting that is best performed over a phone call. Please don’t expect an immediate solution (though one may still be possible if there is nothing on our end that needs addressed).

Well I largely got fobbed off by the support chat, went through everything to prove what the issue is and how to replicate it, to be told that it wouldn’t be forwarded over for investigation unless I called up and went through it all again on the phone as that’s the only route to potentially get it looked at by an engineer.

I’m not going to spend more time doing that i’ve provided the info it’s up to Sonos whether they want to have a look at it or not :/

Hi ​@Cronchy 

I am sorry to hear that, but I did mention a phone call above for a reason - I knew that if you started a chat you would soon be asked to call instead.

The problem is the queue to speak to someone on the phone is almost 2 hours long which is unreasonable to wait.  if all the details and logs were provided via chat they ought to be able to take a look, I’m not going to be telling them anything different on the phone. 

Hi ​@Cronchy 

2 hours is definitely too much - though the queue is usually shorter than that. In fact, I think 2 hours is the longest I have heard of!

You will find it shorter at different times - I can only suggest you call at a different time of the day.

I think I’ll have to, there isn’t even any varied hold music It would be useful for them to have the option to opt for a call back when it’s your turn with 2 hours worth of queue. Or at least the chat be able to offer the same service as phone by way of sending it over for investigation.

Thought my Wifi 6 was fast haha.. I can see Wifi 7 is "a little" faster, but do you have any products that can fully utilize Wifi 7?

For now, I only have 2 products that can fully utilize Wifi 6, my Mac M3 and iPhone 15Pro. In addition, I can see my Apple TV 4k and SONOS (Arc Ultra-Sub-2xEra300) have a higher link speed-Mbit/s to my router and speed test also shows a higher download speed than before on the old router. My internet speed is 1000/100Mbit and now my Mac M3 downloads/sends with 1100/120Mbps where it was before approx. 650/110Mbit. My Apple TV has also got a much better speed.

Unfortunately, we do not have 6Ghz here in Denmark at the moment.

What is the purpose of a Wifi 7 router? To achieve higher speed or?
It also requires that you already have a very high internet speed. Or is it the stability and that devices can utilize your entire speed and the number of devices connected at the same time?

Looking forward to what the solution will be since most of us will get a Wifi 7 router sooner or later.

I do have some wifi 7 device but vast majority of my devices are not, it was more futureproofing as i needed a new router anyway and the current crop of them are now wifi 7 so made sense to get the current gen.

The main benefit without many wifi 7 clients is if you have additional nodes for Mesh, it can use MLO for the wireless backhaul which means it will utilize all of the bands together for greater speed and lower latency.  It makes a wireless backhaul far better in performance than it used to be so is more of a usable option (although still not quite as good as a dedicated wired backhaul, but good enough for many home users).

Over time as more wifi 7 client devices are available you can then make use of the features such as MLO on the fronthaul for clients and get better throughput and latency for those as well.

I’m following this thread as well. I have the same issue. I just bought a Asus BE7200 (WiFi 7) router and out of 18 devices only 2 wouldn't connect. They were a Govee Hub for my water sensors and my Sonos system (Arc, 2x Eros 100, 2x Gen3 sub). After reading this thread I did turn off WiFi 7 on my 2.4 network (hated having to do that, since like this person thought I needed a new router and thought I would future proof). My Govee Hub connected fine after that but my Sonos system still won’t connect. It’s really annoying that fact I spent all this money on this technology only to have these kinds of issues. Not really sure where to go from here but very upset that only my Sonos gear now won’t connect, even after dumbing my new router down.

Thanks for adding your issues - hopefully the more that can highlight these issues Sonos may actually look into it and update the devices to work properly. My Sonos devices are the single only thing that fails to connect to a WiFi-7 enabled network. Regardless of vintage, everything else does without issue not great

​@Cronchy, it’s very annoying. Especially when, I have things like my ring doorbell, wzye camera’s, Govee lights, Lutron lights, 8yr old computer, and some other devices connected fine without issue. Not sure what was the issue with the Govee hub when the Govee lights connected fine, but I’ll work on that later. 

I even tried creating a new guest 2,4 network SSID 2.4 (Wifi 7 turned off) just for testing and the Sonos still didn’t connect.

I had to move on to some other things today, but will try again later as now I am really upset that I can’t even connect the Sonos with the WiFi 7 turned off.

​@Cronchy , ​@Corry P Same issue here with BT10 router.   Why wouldn’t Sonos engineers want to look into something that basically bricks these items we paid a ton of money for??

trying to figure out how to turn off Wi-Fi 7 functionality and hope it fixes for me too.

Hi ​@TrippS 

I don’t understand - why do you think we do not? I am asking those affected to call in so that we can look into this.

​@Corry P why do you need us to call in?  Sonos has all the information needed from ​@Cronchy and now there are 3 people running into the same issue.  What more do you need to look into and fix it?

I also turned of Wi-Fi 7 and it fixed it… I don’t need to spend an hour+ in the one with tech support asking me if I’ve turned it off and back on and done all the other troubleshoots that I’ve already done based on everything Sonos has put out regarding changing networks… it doesn’t work with Asus BT routers when every other device in the house does until we turn Wi-Fi 7 off.

Why doesn’t Sonos do a test on changing networks with Wi-Fi 7 enabled and see for themselves?

Just fix it and let us know when we can then Wi-Fi 7 back on??

Hi ​@TrippS 

Issues are assigned a priority, partially depending on how many people are affected by the issue - the more support cases there are tagged against a single issue, the higher priority it will have, and the quicker it will be fixed as a result.

However, as we have not yet identified that there is an issue for us to address, we also need evidence to support the idea that we do - if you believe there is something that we need to fix, calling in is the best way to achieve that.

The call wait times are just too long though. Sonos can’t just have phone as the way to report these issues and then expect us to wait in 1 or 2 hour long queues before even reaching someone to speak to. I’ve tried calling back several times and the call wait times haven’t been shorter than 1 hour and i’m just not going to wait that long on the phone all because Sonos won’t take the information via any other channel. Crazy.

Hi ​@Cronchy 

Understood. I can only therefore recommend that you keep WiFi 7 disabled on your router for the meantime.