I bought 10k worth of Sonos and now none of the Move 2’s stay connected for more than a day. I call support daily and they have no fixes. They say it is WiFi related because that places the blame on someone else. I don’t buy it. Before I spend 10k on another solution and take joy in burning my Sonos equipment and posting on YouTube+ I wonder if others have recommendations.
Question
Connectivity Zero
+17From your description of your issue, it does sound like a network problem to me.
You have not asked for help here, but would you like help to solve your issue?
If so:
Tell us more about your network. Mesh, ISP device or prosumer?
Do you have your own router along with your ISPs gateway?
What materials are your interior walls made of?
How far away from the router are your speakers?
What mobile device are you using?
Do you have the latest updates for the app and speakers?
There is an assumption that, when simple web browsing and email work that the local network is “perfect”, however, SONOS requires a more robust local network. The SONOS units are constantly chatting with each other and the controllers. The default setups for some routers, particularly older units and those supplied by many ISP’s (Internet Service Providers), are not appropriate for this activity.
As suggested, give us more information and we can recommend solutions. Or you can work with SONOS phone support.
+19Don’t give up on Sonos so quickly. Often it is a few easy router setting changes and your up and running. Of course you need to tell the community what router you have.
Yes, take the advice given and tell us about your network. The problem you are experiencing is definitely due to local network issues.
Your profile says that you own Era 100s, Roams, and Moves. Only the Moves are having issues?
I have pretty much the same issue with a Sub Mini in the Bedroom connected to a pair of Play:1’s. Worked flawlessly until the last app/firmware update. App says system in the bedroom needs attention. Sub Mini not connected. I pull the plug, give it a minute, plug it back in, connected. Fine. Couple hours later disconnected again. Tried a different power outlet just to be sure. Same thing.
Wait for the disconnection, submit a diagnostic.
Reconnect, submit a second diagnostic.
Call Sonos support.
Did just do that. I removed and added the Sub Mini a couple of hours before. Just lost the connection again.
If you have a network that includes Mesh capabilities like Sky Q and others do I would recommend a WiFi Analyser App that allows you to “name” the different BSSIDs. This helps you get an idea of how the speakers are connecting to your WiFi and identify where the WiFi signal is weak. I use WiFi Analyzer Pro but there are others that will do what you need when you check different locations in the house. Without the naming capability they all have the same name so you can’t see which WiFi components are in play.
The names in the App do not change the actual names they are just internal labels for the App. I append the room location so for a network call HubName I have HubName-Room1, HubName-Room2, etc.
I also suggest that if you have a Windows PC you use the Windows App to try different groupings. Unlike the Android App this warns you when you connect speakers that are connected to different parts of the Mesh (different BSSIDs).
As you have noticed, these days Sonos is not as plug and play as it used to be. Some blame the fact that there are typically more devices connected to the WiFi these days and others link this to the Firmware changes made in May 2024. Either way, in my experience, you need to know more about how your network works than you did 2 years ago.
Whilst I have the benefit of a 46 year IT career the use of a WiFi App and the Windows App as I suggest above does not really need you to be that technical if you understand that it’s just about understanding how the speakers are “wiring” themselves together.
IMO The communication failure regarding the Sub mini is not with your home WiFi. It’s the proprietary 5GHz frequency between the Play:1 and the Sub Mini.
- Possible causes are external/internal interference
- Failing WiFi card in the Play1 or; not out of the realm of possibility, the WiFi card in the Sub Mini.
Running a diagnostic within 10 minutes of the next occurrence and calling Sonos tech support may get to the root of the problem. Be sure not to post the diagnostic reference number in the community.
Did just do that. I removed and added the Sub Mini a couple of hours before. Just lost the connection again.
What did Sonos support say when you called them to have the diagnostics evaluated?
Knowing that response will allow folks here to make better suggestions.
I was told that my repeater may be the cause. And it currently looks like it is. I removed the repeater and although wifi in the bedroom is worse now, the Sub Mini stays connected. My setup including said repeater has been running flawlessly up until the last app/firmware update. Not sure what to make of this now.
But thank you guys so much for the feedback and the help.
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