Alexa keeps on saying Sonos One is offline

@FredM Where in the Alexa app settings can you turn devices online? I'm not seeing that. Alexa still saying all 4 of my speakers are offline, but they definitely aren't as I can play music via the Sonos/Spotify app as normal. Been through all suggested actions on here, no change. Never had an issue setting up many Sonos/Echo/Dot devices previously. No one seems to have a valid answer for this on the whole Internet! So frustrating

I have the same issue. My Sonos app seems set up right. Music can be played on all speakers. However, when I go through to the Alexa App: Under Settings Smart Home, devices show as set up, Skills has the Sonos Skills enabled. But in the bottom of the app there are two tabs; Home and Wifi. If I click on wifi It shows your Alexa device is not connected. to play music and media your Alexa device must be online. Goto wifi setup. when you do, there are no Sonos devices listed.
I have followed most suggestion I can find; from uninstall start again reset the Sonos One, disable the Skills, disable the devices, don't use 5g wifi. I have even tried different devices for set up. And I have spoken to Sonos Support team. No Joy. Alexa can tell me a joke but not control my music. What is funny is while playing a track if I ask her to pause the music, she replies Music has to be playing first.
I am a brand loyal consumer, however am struggling to see why the simplicity of Sonos has been destroyed by Amazon. It doesn't make sense. I'm very disappointed in the quality of this release. Sonos if your listening. Give us a clue or Alexa is going back to the shop, I'm guessing along with the other Sonos Ones on this page.

I figured it out!! I talked to Amazon and they told me that if you set up sonos on a 5g dual band router it might not work. So i disconnected from 5g on my phone,
Did you disconnect your phone from the 5g or Turn off the 5g at the router?

Hey,

So I had this problem today, for a good 3-4 hours trying to set up new Sonos one in my office. Literally followed the guides online, just wouldn't work, everytime "Office is offline". Factory reset the device 3 times, use android phone, then apple phone, just to try different things. Even replaced my router with a 2.4Ghz one after user kolby100 warned about 5Ghz (wasn't even enabled, but figured I'd take no chances).

Finally got it sorted, appears the phone app simply wasn't working. I'd set the skills, and it would show offline. I logged into the alexa.amazon.com page, and it showed no skill setup but the device was online. So I added the skill via the online portal... and boom. Works perfectly.

No idea why the app wasn't able to update Alexa's skills, it was able to control the music, to stream to sonos, everything else worked fine, but it just wouldn't add the skill it needed to activate voice control.

Maybe that will help others.

TLDR: Try using the online portal instead of the app (it might not be updating your skills, even through it's saying it is).

Hi Steve. Good luck with getting a reply off someone from Sonos! Same issues here as you've described (and many other users). I've sort of given up for now after sending replies & diagnostics and receiving nothing back. I'm just using it as a 'posh' Play:1 at the moment. If it wasn't for the fact I needed a kitchen speaker anyway, this would've gone back days ago. Seems to point to the Sonos skill being the issue, I could be wrong though. It's in 'beta' however, so apparently it doesn't matter if we've wasted £200 on a speaker that doesn't function properly

Thanks SHutchinson. However I've just tried this again via the web login (third time this week) and Alexa is still saying every speaker is offline. But they're not as I can play music from the Sonos or Spotify apps on all of them

If using the web portal isn't working, I'd suggest going into the Sonos app on the mobile device, and under More hit "Voice Control" and disable the control there. Then, re-enable it and try setting up Alexa again on Sonos.

Have you tried ;giving us a call on our support line to get this all sorted out? It's usually best to work with us live.

Finally got it sorted, appears the phone app simply wasn't working. I'd set the skills, and it would show offline. I logged into the alexa.amazon.com page, and it showed no skill setup but the device was online. So I added the skill via the online portal... and boom. Works perfectly.

Thanks SHutchinson - I did this and it worked - The Sonos Skill was missing from Alexa.amazon.com account. Once I added the Skill and linked it with Sonos (which happened like a workflow once I clicked enable). Alexa now seems to be able to play Radio from Tunein, turn up and down the volume, pause music (activated by the Sonos App Manually). However as Im an Apple Music Subscriber - She can't play anything.

Thanks SHutchinson. However I've just tried this again via the web login (third time this week) and Alexa is still saying every speaker is offline. But they're not as I can play music from the Sonos or Spotify apps on all of them

Try disabling the Skill and reEnable the Skill from the website not the app. It's worth a punt.

If using the web portal isn't working, I'd suggest going into the Sonos app on the mobile device, and under More hit "Voice Control" and disable the control there. Then, re-enable it and try setting up Alexa again on Sonos.

Have you tried ;giving us a call on our support line to get this all sorted out? It's usually best to work with us live.

I did call your support team - you didn't have a clue!