I bought myself and my father a sonos one.



I set my sonos one up at home after 2 attempts and a factory reset I have got it working I can play music manually through Spotify I can use alexa I can use tune in and I can use the limited skills that sonos allows. I get the impression a lot of the skills such as "routine" and "national rail" etc do not work on sonos yet. This is not a huge issue.



It doesn't really hinder my usage but for some reason whenever I open my sonos app which I try to do to see what I am doing differently to my dad I just get a " we cant connect to Sonos" "lets try some things" screen... the "things" do not fix it but I'm not overly fussed as my sonos works and it does what I want it to do.



THE BIG ISSUE is my dads. He has the exact same system.



I have set it up and factory reset it over 15 times and tried every possible order.



I have deregistered everything and restarted. Ive unlinked endless amount of times the Spotify premium account. Ive set up new amazon accounts new Spotify premium accounts and new sonos log ins all with the exact same email to try and make sure that the issue I have read of differing emails is not the issue.



He can speak to alexa and ask it the time the weather and to tell him a joke etc.

He can play Spotify through it manually

Some times he can play tune in. Sometimes it says that his system is offline.



But he has not so far no matter how I set it up been able to verbally ask alexa to play Spotify... it always repeats something like " to play music through Spotify you need to set up your Spotify premium account in the alexa app"



Ive done it exactly the same way as I believe I did and have tried so many differing ways but we have no luck.



The thing that I don't seem to understand is that on my alexa app it has 2 Devices... "(my name) sonos one" and "family room" which is what I have named my sonos one. I only have one device. Under "(my name) sonos one" it says "Online"



My dad also has 2 devices but his "(my name) sonos one" says offline. No matter how many times I deregister on his online amazon account and or change name of his "room" it doesn't seem to change this.



Sometimes you can play tune in sometimes you can not on it.



Its driving me/us insane.



He has BT internet. His connection is so much better than mine so its not the internet. I am not sure whether he has 2.4 or 5ghz but I have both and if I try and log my phone onto 5ghz wifi it wont let me work it so I assume he has his on the same settings as in I don't see this as the issue.



Does anyone have any idea what I can do.



1)Does anyone have a fail safe dummies guide step by step way to set up the system as in 1) do this 2) do that etc etc



2)Does anyone have any idea why his always seems to say offline



3)Does anyone have any idea at all? Am I able to send it back? I would sooner he has a sonos as they are good speakers but I feel it may be better to send it back and buy a echo device as I imagine that may be more simplistic and have better functionality.



4) not a huge issue but how do I get onto my sonos app? I would like to just to see if I have something ticked or labelled differently to his etc.



I'm sorry to ramble and may not be making much sense but despite all the searches I have done ive tried all the ideas but cant seem to fix it for my dad.



I would be extremely grateful if someone could help me.



Many thanks in advance