Patchy Alexa

Question

I have a Sonos system consisting of 2 x Era 100s, 1 x Beam, 1 x Roam and a Connect. I have had all for a while, but over the last month have had difficulties using Alexa to control them. Alexa works fine to check weather, add stuff to a list, but when asking her to play music from either Amazon, or BBC Sounds, or Pocket Casts, she responds, tells me she is going to do it, and then does nothing. A reboot of the speaker gets her responding again, but this only lasts a short while. I have spent hours on the chat with Sonos, and a 2 hour phone call with them and my ISP this morning. Sonos blame the ISP, the ISP blame Sonos.

Corry P · Accepted Answer

Hi ​@gdaveyyvononerarnaudWelcome to the Sonos Community!I’m sorry to hear of this issue you are having with Alexa repeating your commands but not then performing them. Typically, this happens when the tokens that get exchanged between services gets outdated or corrupted.However, having read your case notes, it seems the usual troubleshooting steps are not helping in this case, and it seems your speakers are having trouble maintaining their cloud connections.I can see you replied to the last response from us youreceived and are awaiting further reply - all I can currently suggest is that you wait for the Level 2 support agent to get back to you.I hope they are able to help.

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