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Sonos Products and Wifi 7 routers (Asus BT10)

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Just reporting a bug really and doing it here as support chat has been impossible to get hold of.

Recently upgraded to Asus BT10 wifi 7 mesh system. All my other devices connected fine (including the ancient stuff like nest thermostats, ring doorbells, my 14year old printer etc...) with the exception of my Sonos gear

Arc, Sub3, symfonisks bookshelves - none of it would connect.

Trying to manually reset the network settings and ultimately factory reset didn’t work, it simply wouldn’t connect to the wifi network.

Ultimately I found that disabling ‘Wifi 7 Mode’ within the router settings allowed everything to connect back up. Wifi 7 mode is backwards compatible with older devices, as proven by everything else in my hose connecting to it fine, just evidently not for sonos, they will not connect whatsoever to an Asus wifi 7 router if Wifi 7 mode is enabled.

Hopefully this can make its way to the engineers and they can push out a firmware update for these devices to work fine on a wifi 7 enabled network, as even the most ancient of my other kit can do without issues.

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Corry PAnswer

Sonos Staff

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.

"Common sense is the collection of prejudices acquired by age eighteen." - Albert Einstein

Corry P

Sonos Staff

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.

"Common sense is the collection of prejudices acquired by age eighteen." - Albert Einstein

C

CronchyAuthor

Trending Lyricist I

@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

Corry P

Sonos Staff

Hi @Cronchy

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

Thanks!

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?

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).

"Common sense is the collection of prejudices acquired by age eighteen." - Albert Einstein

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CronchyAuthor

Trending Lyricist I

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

Corry PAnswer

Sonos Staff

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.

"Common sense is the collection of prejudices acquired by age eighteen." - Albert Einstein

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CronchyAuthor

Trending Lyricist I

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

Corry P

Sonos Staff

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).

"Common sense is the collection of prejudices acquired by age eighteen." - Albert Einstein

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CronchyAuthor

Trending Lyricist I

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 :/

Corry P

Sonos Staff

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.

"Common sense is the collection of prejudices acquired by age eighteen." - Albert Einstein

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CronchyAuthor

Trending Lyricist I

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.

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