Since there is the minor possibility of a hardware fault, I would recommend that you submit a system diagnostic , and call Sonos Support to discuss it, or post the number of the diagnostic here. 

There may be information included in the diagnostic that will help Sonos pinpoint the issue and help you find a solution.

When you speak directly to the phone folks, there are more options available beyond just the diagnostic analysis. 

Hi @Tuchseth.

Welcome to the Sonos community and thanks for reaching out to us. I understand your situation and it can be quite confusing as to what is going on so let me help you out.

I would like to ask some questions to better understand what is going on.

• What music service are we using to play music on your Sonos One?
• Does it have a voice assistant added?
• If it does, is the voice assistant’s response also heard or muted?
• Can we try other music services if we have the same outcome?
• Can we submit a diagnostic so we can check what is going on with the Sonos One?
• If you have other Sonos devices, Does the Sonos One behave the same if grouped with other working Sonos devices?

Please let us know how it goes. We are always here to help.

Thanks,