Alexa disconnect

Disconnects? How? Is the speaker disconnecting from your router? Is Alec’s disconnecting from the Amazon servers? Is Alecas responding, but not properly communicating to you home stuff?

I would recommend that you submit a system diagnostic within 10 minutes of reproducing the issue, and call Sonos Support to discuss it. Do not factory reset any units. Also, don’t post the resulting diagnostic number here.

There may be information included in the diagnostic that will help Sonos pinpoint the issue and help you find a solution.

When you speak directly to the Support staff, they have tools at their disposal that will allow them to give you advice specific to your network and Sonos system.

Ok thank you for that information. When I say disconnects, I mean that Alexa is activated and it works well for a while and then suddenly after a few days I call on Alexa to do some smart home stuff or set a timer or something and I get no response, it’s like it doesn’t hear me anymore, I can keep saying the wake word “Alexa” and no response, the mics are still on but Alexa doesn’t respond, so I have to remove Alexa as a voice assistant and re add it in the Sonos app and then it works again for 2 weeks, I have sent Sonos a diagnostic this morning and had a chat, I did a few steps with the agent, they see some kind of interference so I reset network and speaker and well, no other info from them, but if it happens again they said I should contact and they will check again. 

Sounds like the Sonos is having trouble sending your voice information to the Amazon servers, although it could also be the other way, just less likely. Hopefully resetting your network will help that situation.

I had an instance recently where Alexa wasn’t contacting my Hue bridge, despite resetting it several times. Turned out I had to reboot my router. I assume one of the surges associated with a power outage affected it. 

Hope to hear something has resolved it. I’m still struggling to understand why everything else was working, and just that function wasn’t. I could control my lights via either Apple Home or Philips Hue app, it was just voice commands through Alexa which weren’t working. But other voice commands were. Something odd, to be sure. 

That roughly two week pattern is worth noting, because it can line up with the router renewing the speaker's IP address or a brief drop that Alexa does not reconnect from cleanly. In the Sonos app, try removing Alexa as the voice service on that Era 100, reboot the speaker and router, then add Alexa back once the speaker is fully online. Giving the Era 100 a reserved IP address in your router settings can also help stop it drifting onto a new address. When it happens again, check straight away whether music still plays from the Sonos app, as that separates a Wi-Fi drop from just the voice service losing its link.