How do I email support for an ongoing issue?

There is a reasonably good chance that your post will be seen by a Sonos staff member, but this is fundamentally a user forum. 

I’m a bit surprised by the advice to reset your speakers in this context, but obviously I don’t have the full background.

If you want to give more details about your router, network and Sonos setup you may get some useful help on here.  

Is your Sonos fully WiFi or do you have any wired devices?

When you say you can’t join Office to other rooms, what are you trying to do and how does it go wrong?  Can you see all the rooms in the app at the same time?

Thanks John!

I have all my speakers on WiFi.  I have used SonosNet in the past, but nothing is plugged into ethernet at the moment.

Things have been okay today after another reset and the 14.12 update.  Hopefully it will remain stable.

It is quite frustrating that I can’t send asynchronous feedback / diagnostics / updates to Sonos support when (if) things are acting up.  I know WiFi issues can be quite intermittent...

Here’s what I tried to email RE: my router setup originally before I opened a chat and they asked me to reset Office:

I ended up throwing the main breaker to my house the other day to get everything reset (including my wifi).  Sonos connectivity has still been quite bad, especially when multiple rooms are paired, and especially for the Office (2 OneSL's + Sub).  I hear the sub constantly go in and out.

I have a 2 node Asus Mesh Wifi 6 (XT8) setup and there's a node here in the Office.  I checked and all the Office speakers are on the wifi node in the office.  The backhaul connection between my 2 wifi mesh nodes is really good too, something around 1900Mbps currently.

I’m also using a Pi-hole for DNS, but I have whitelisted msmetrics.ws.sonos.com and I’m not seeing any obvious DNS issues or slowness on local/remote addresses.

Hi. Mesh wifi and Sonos in WiFi mode often don't mix well. I would go back to SonosNet as a first step, if only experimentally. I think your chances of a stable system will be much greater. 

Wire to the primary mesh device if possible. 

Do you still have an ISP router involved in the network or is it just the Asus?

When grouping you should start from the device with the best connection. Where possible, your wired device would be best.

I think there have been problems with some Asus routers but I don't recall the details.  You might Google "Sonos + Asus router". Don't use the search here on the forum - it's completely useless.

Edit: do you have control over the wifi channels used?  If they are different between nodes this can prevent direct routing between grouped Sonos speakers.  One example of why SonosNet is generally better in this situation.

Sorry, I’ve been out of town for a few weeks… Really appreciate the responses, John. 

Grouping has been fine so far since I’ve been back.  I’ll hop back onto SonosNet if things act up again and see how that goes.

Do you still have an ISP router involved in the network or is it just the Asus?

Just the Asus (mostly).  I have the ATT fiber gateway DMZ’d to the Asus handling the 192.168.2.x network and the ATT router only takes care of 192.168.1.x with wifi turned off.

do you have control over the wifi channels used? 

Yes, I think the Asus router will let me pick specific channels.  I have it on auto-select at the moment.  I split my 5G and 2.4G and use different SSIDs.

When grouping you should start from the device with the best connection. Where possible, your wired device would be best.

That’s fair, and I believe the agent I spoke to last month said the same.  I don’t feel like I should have to hold my mouth the right way to get optimal playback, but I understand that’s the way these things work sometimes.

All that said, the fact that I can’t email Sonos to open a support ticket still somewhat irks me.  Not sure if anyone from Sonos saw this thread.  Perhaps I’ll try the CEO email they list in the future if I have technical issues :)

Again, thanks for your responses!
-Logan