Have 2 Sonos connect hard version 1.22.1.5-1.1(bedroom) and 1.17.5.-1.1(living room). Both systems are on latest software 16.5. Living room connects and plays consistently. Bedroom cuts out of network after 5 minutes or so playing. Solution hard reset and reconnect and plays for another 5 minutes and goes out of reach. After spending hours either Sonos support and providing multiple crash despots diagnostics I get a 30% off on a new Sonos connect. Ridiculous. Can’t blame network as the one needing reset and reconnect is sitting 1inch away from router. Tried hard wired. Sad resolution. I have one Sonos working so I can carry on. However I would like to provide feedback for those with similar issue and hardware and software versions. You don’t need a 30% off on a new Sonos as a solution. You can get 30% off during holiday shopping without contacting support.
horrible product support and resolution.
Networking is not only signal strength from router, unfortunately. And certainly one inch away would likely cause substantial electrical interference, one of the reasons Sonos suggests a meter, if memory serves. My initial thought would be a duplicate/incorrect IP address, which would affect either wireless or wired devices, but the first step I would want to suggest is moving all Sonos devices further from sources of wifi interference .
But certainly, there are discounts out there to be had. For which I am thankful.
I tried placing both soons 15 feet away. I have tried 20 different times in various positions. Luckily I have 2 Sonos connect to benchmark and confirm one is faulty. It seems your response is anyway meaningful. Here’s the case number if you are really interested. It has several diagnostics reports. Just don’t sell a latest model if you don’t properly support older models. I have a 1gb fiber optic internet with download speeds on WiFi reaching 800mb.
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Your case number is: *********
Moderator edit: case number and diagnostic numbers recorded and removed
My bad . I am not sure if the reply was from Sonos support or a fellow user. Either ways my apologies.
For security reasons posting of diagnostic and case numbers in this public area is discouraged.
SONOS staff has access to this data. There is no need to post here.
Sonos Staff are clearly shown as such by their user name. They can use your forum information to find the diagnostics submissions.
Users can’t see diagnostics or cases so the numbers do us no good.
Someone on staff will likely be along to clean things up to community security standards if you don’t get to it.
And no non-Sonos employee has access to the diagnostics info. It’s always been this way, to my knowledge, and certainly been that way since the GDPR laws. I’d assume there is some PID in it.
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