Skip to main content
Answered

Big Struggles With Our New House and The New Sonos App - Please Help

  • August 1, 2025
  • 8 replies
  • 132 views
T
Forum|alt.badge.img

Products

  • Play 5 (Purchased new in 2017)
  • Play 1 (Purchased new in 2017)
  • Playbar + Sub (Purchased New in 2019)
  • Sonos Amp 2nd Gen (Purchased New in 2019)
  • Sonos Move 2 (Purchased New in 2024)

House Details

  • Single Story, 4K square feet, Metal Roof
  • Hard wired Cat 7 cable across the house connected to various EERO mesh repeaters
  • 2G Fiber from AT&T using their modem and router
  • None of the Sonos equipment is hard wired with Cat 7 all running the only band of avail wifi on the system 

Problems

  • I’ve hard reset all products now 2-5 times to get my system back to baseline, deleting the sonos app and re-installing, restarting my phone, etc. 
  • I can’t get all the products to stay in my system.  Very VERY frustrating.  
  • Right now for example, my sonos amp that runs our patio speakers was not showing.  But the Kitchen (Sonos 1) and Master bedroom (playbar) were showing.  For no reason at all the move 2 and play 5 had vanished but for purposes of this example disregard that.  I ended up resetting the amp and reconnecting to the system again, now it shows as avail but the Kitchen is gone!  My only speakers on the system currently are the master and amp.  

I want to be respectful here as there may be something I am doing wrong ( esp if the issues are related to using the AT&T + EERO setup) but needless to say this is incredibly frustrating.  I am finding a ton of silly family frustration when my kids have friends over and we want to play music but nobody in my family can connect to our expensive sound system.  

 

There has to be a better solution than this.  

Best answer by Pools-3015

Do you have the AT&T device in passthrough mode since you are also using an Eero mesh system to extend your network?

Having two devices in your network doing router duties will cause a double NAT. This can cause the issues you are describing. You have two choices:

Put the AT&T device in passthrough mode and use the Eero as the main router, or keep the AT&T device as the main router and use the Eero devices as access points. This way your network will only have one subnet.

This topic has been closed for further comments. You can use the search bar to find a similar topic, or create a new one by clicking Create Topic at the top of the page.

8 replies

T
Forum|alt.badge.img
  • tenminutes
  • Author
  • Contributor II
  • 6 replies
  • August 1, 2025

If I can pick up a 1st gen Sonos Amp to swap out with my Gen 2, will reverting to the S1 app make my life better?

Stanley_4
  • Stanley_4
  • Lead Maestro
  • 12395 replies
  • August 1, 2025

Going back to S1 is an option, I wouldn't do it myself.

Factory resetting without a specific reason is usually counterproductive and should be avoided. 

My first suggestion would be to eliminate IP address issues as the source of your problems. Open. The router's DHCP settings page and assign static IPs to all Sonos. Power everything down, power up router and controller wait a minute and power up the Sonos. 

Pools-3015
Forum|alt.badge.img+17
  • Pools-3015
  • Prodigy I
  • 1273 replies
  • Answer
  • August 2, 2025

Do you have the AT&T device in passthrough mode since you are also using an Eero mesh system to extend your network?

Having two devices in your network doing router duties will cause a double NAT. This can cause the issues you are describing. You have two choices:

Put the AT&T device in passthrough mode and use the Eero as the main router, or keep the AT&T device as the main router and use the Eero devices as access points. This way your network will only have one subnet.

T
Forum|alt.badge.img
  • tenminutes
  • Author
  • Contributor II
  • 6 replies
  • August 2, 2025

​@Pools-3015 I had not thought of this but it sounds like what you are describing.  I followed ​@Stanley_4 guidance and successfully fixed the IP addressed of the Sonos devices on the AT&T gateway.  Everything seemed to be great after rebooting but this morning when I went into the app it didn’t recognize even one speaker.  

I’ll do some chatgbt research on your guidance and see if I can get a step by step how to put the AT&T device in passthrough mode and use the EERO as the main router.  

buzz
  • buzz
  • 24656 replies
  • August 2, 2025

“Bridge Mode” is a slightly simpler option for the AT&T

Stanley_4
  • Stanley_4
  • Lead Maestro
  • 12395 replies
  • August 2, 2025

Double check your AI search answers, many are very wrong. We see some doozies here.

AjTrek1
  • AjTrek1
  • 7384 replies
  • August 2, 2025

I’m gong to just start from ground zero and explain how the Sonos should have been setup in your new home.

If you are brought your own router; meaning you set the SSID and Password when in your previous home the steps should have been as follows:

  1. Connect your router to the ISP modem
  2. Use same SSID and Password as before
  3. If the same ERRO Mesh setup satellites as before
  4. Make sure the satellites do not have DHCP cabpability to assign IP Addresses as that should be handles by the main router
  5. Make sure your device (Phone or Tablet) connects to the network as before as before (i.e. same SSID and Password)
  6. Delete the Sonos app
  7. Plug-in all Sonos and wait 5 minutes after the last Sonos is plugged in (Exception: for soundbar with surrounds/sub or speakers with sub setup the main units first and later add surrounds and sub)
  8. Re-install the Sonos app
  9. Select Join an existing system *
  10. Accept all prompts 
  11. Sign-in with your credentials
  12. Sonos should be set

If you are using ISP’s combo router/modem do this:

  1. Place the router portion of the ISP’s gear in Bridge mode
  2. Follow steps 1 thru 11 above

 * If you factory reset your Sonos products select Setup a new system

 

Together Everyone Achieves More = T.E.A.M.
R
  • Rainman1960
  • Contributor I
  • 7 replies
  • August 9, 2025

I had a similar connectivity problem recently: both my iPhone and iPad would be very slow to connect to my 3 Sonos speakers. A message would appear - “no products found”. A system re-connect would temporarily solve the problem.  In frustration I contacted Sonos and with some guidance from a supervisor this was how it was easily resolved. Using the app I did: Settings, Network, Manage Networks. The iPhone showed a list of several different wi-fi routers including my previous router, neighbours routers and maybe routers I connected to on holiday. The iPad showed nothing on the list. I was able to remove the unwanted routers from the iPhone list. I then re-booted my wi-fi router and once it was powered up both my iPhone and iPad now only showed the correct router. The speakers now connect in a few seconds, so my particular problem WAS SUCCESSFULLY RESOLVED!

I imagine new routers may appear on the list as neighbours replace existing routers etc, so I may periodically check that my router is the only one on the list. I hope my experience is useful.

Terms & ConditionsCookie settingsAccessibility statement