playing apple music

  • 17 May 2020
  • 2 replies

My problem is playing music through Apple or sound. I can play music normally from phone, asking weather through Alexa etc. Problem is example “Alexa, play burn it to the ground”...”burn it to the ground by nickel back from Apple Music” and nothing.  No music. 

2 replies


Can’t help, but I have the same issue.  No music when using alexa on a sonos one and a move.  If I ask for a BBC radio station, it’ll play the BBC sounds jingle followed by silence.  Apple Music and Spotify both don’t work by voice.  Everything is fine through the app and all services appear to be set up correctly.

i migrated to google assistant because of this issue, but one of the speakers (Move) is still problematic with voice commands for music.

hope someone can point us in the right direction!


@Trigg and @Reggit Sorry for the slow reply and welcome to the Sonos Community. @Trigg I see that you have created an email case and our agents will continue to work with you through that case. If you call in for agent support then provide the phone agent that case number.

@Reggit Are you still having the issues you have described? If yes, what troubleshooting steps have you tried? We will need your full network topology with the model names and numbers of the products that are wired or wirelessly connected on your network for any modem, router(s), extenders, access points or switches (managed or unmanaged). Also, when you can re-crate the issue(s) we will need to see an updated diagnostic report number in your reply here.