Alexa command issues with TalkRadio (UK)

  • 19 October 2020
  • 5 replies
  • 877 views
D

I have a very specific issue with playing TalkRadio on my Sonos One - only when I ask for it via Alexa.

 

It takes a number of attempts for it to understand me, and when it does the sound cuts in and out every two seconds - it is unlistenable.

When it is trying to play like this, Alexa won’t even respond to commands to “stop” - I have to switch off the power!

There is no issue if I select “Talk Radio” from the Sonos app - plays fine. Talk Radio also plays fine on my Echo Dot. 

This seems to be a very specific issue. Can someone please help?!

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5 replies

Rowena B.
Userlevel 5
Badge +16

Hi @distant_cousin, thank you for reaching out to us and welcome to the Sonos community. I appreciate you for bringing this concern to us. Let me help you out with this.

I'd like to ask some questions to isolate the issue so we can create a path towards resolution.

Do you use your Amazon account in another home or location?
You can search TalkRadio on Sonos Radio and TuneIn. Were you able to play it on the Sonos app?
When you ask Alexa about time and the weather, did she respond correctly?

Let me suggest the following steps to see if this would work for you.

  1. Open the Alexa app on your iOS or Android device.
  2. Open the menu in the top left and tap on Skills & Games > Your Skills > Sonos > Disable Skill.
  3. Deregister your Sonos speaker from Alexa by following the instructions on Amazon's website: Deregistering a device.
  4. Disable Voice Control in the Sonos app. From the Settings tab, tap Services and select Amazon Alexa under Voice. Select the voice-enabled speaker from the list of Sonos Products, and tap Remove Alexa.
  5. Log out of all Amazon Apps on the mobile device, including the Amazon app, Alexa app and Amazon.com in your mobile browser.
    • To sign out of the Amazon mobile app:
      • On Android devices, open the app and tap Menu > Your Account > Sign Out.
      • On iOS devices, open the app and tap the menu icon in the top-left corner, and then choose Settings > "Not [name]?"
  6. Using the Sonos app, complete Alexa setup again. Follow the steps to log into the appropriate Amazon account when prompted to do so.
  7. Once completed, try giving Alexa another command.

Let us know how you get on with the advice above.

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B

Did this work please?

Rowena B.
Userlevel 5
Badge +16

Hi @Britcom, thank you for reaching out to the Sonos community. Have you tried the recommended steps?

Do you use your Amazon account in another home or location?
You can search TalkRadio on Sonos Radio and TuneIn. Were you able to play it on the Sonos app?
When you ask Alexa about time and the weather, did she respond correctly?

Let me suggest the following steps to see if this would work for you.

  1. Open the Alexa app on your iOS or Android device.
  2. Open the menu in the top left and tap on Skills & Games > Your Skills > Sonos > Disable Skill.
  3. Deregister your Sonos speaker from Alexa by following the instructions on Amazon's website: Deregistering a device.
  4. Disable Voice Control in the Sonos app. From the Settings tab, tap Services and select Amazon Alexa under Voice. Select the voice-enabled speaker from the list of Sonos Products, and tap Remove Alexa.
  5. Log out of all Amazon Apps on the mobile device, including the Amazon app, Alexa app and Amazon.com in your mobile browser.
    • To sign out of the Amazon mobile app:
      • On Android devices, open the app and tap Menu > Your Account > Sign Out.
      • On iOS devices, open the app and tap the menu icon in the top-left corner, and then choose Settings > "Not [name]?"
  6. Using the Sonos app, complete Alexa setup again. Follow the steps to log into the appropriate Amazon account when prompted to do so.
  7. Once completed, try giving Alexa another command.

 

Please let us know if work for you. We’ll wait for your update.

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D

that’s incredibly complicated and time consuming. I will just have to play it via the app, where there is no issue. Very irritating.

 

Rowena B.
Userlevel 5
Badge +16

Hi @distant_cousin, thanks for sharing your feedback. We’re sorry your experience didn’t match your expectations. 

We would like to help you with this and find a solution that works for you. Please contact our Sonos Customer Care support to remotely access your device to perform in-depth troubleshooting to isolate the issue. 

If you need help with any other information, please feel free to reach out. The Sonos community is always here to help.
 

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