Skip to main content
recently purchased play one with alexa

we cannot get alexa to connect to any music source. we have spotify premium, and now on recomendation from sonos we have amazon music.

alexa tells us that we are she is not able to connect to music services.

spent over 4 hours on the phone to sonos helpline over 3 calls.

we have been promised a return call twice and we are still wating.

ideas, help, suggestions please
Hi Andyfido



If you open your Sonos app and look at your Music Sources, are your Amazon & Spotify accounts listed? If they are listed, can you play Spotify or Amazon Music through the app to your Sonos 1 or is it just Voice Control that isn't working?
just voice control. through the app is fine. it says music is not configured
You need to add you Amazon Music account to the Sonos app:



https://sonos.custhelp.com/app/answers/detail/a_id/3524





Your Alexa account and the your Amazon Music must be the same so the Amazon Music account shows up in the Alexa app. Also, set Amazon Music as your default music account in the Alexa app:



https://www.amazon.com/gp/help/customer/display.html?nodeId=202056620
Hi andyfido, were you able to get in touch with the team earlier? If you're still having trouble we'd like to get you working with one of the team to dig into the system there with you.



Do you mind sending me in a private message your email or any reference numbers you might have from working with us in the past? I don't see any tickets associated with the email that you're registered to on the site here.
I have spent over 2 hours onto sonos about sorting this problem, difficult when they shut at 5pm and your working full time

Have also been over an hour with amazon who say the fault lies with sonos......ggggrrrrrd
Hi Sorry for the delay in getting back to you, I suggest that you follow the steps I suggested in another post:



https://en.community.sonos.com/amazon-alexa-and-sonos-229102/sonos-one-not-responding-to-alexa-comands-6793239
Terms & ConditionsCookie settings