Components and Architectural

Here we are almost 1 year on chasing customer support and Sonos will still not acknowledge the fact I have faulty products even when I have moved property and WiFi provider the problem persists with the faulty equipment.  1 year of chasing is unacceptable and pleading with them! All they do is not reply for weeks and then pass me over to someone new and we begin the cycle over and over!  This has become to much and has in all honesty really effected my mental health during a global pandemic due to the negligence of Sonos Support.  I have spoken with trading standards and financial ombudsman about purchasing from Sonos, for anyone interested happy to share more details as you will be within your right to seek legal action if you are facing similar issues.  I hope this year someone acknowledges the horrendous support and acknowledgment for consumer well being! I am going to paste some of the responses I have had from different people at Sonos who have outright stated they don’t care and

Hi All,   I wanted to see if anyone else has experienced really poor service for a premium brand like Sonos. I have chased them for 3-4 weeks for support and I am greeted with someone called Neelam who was abrupt and rude over email. My beam and Sonos one system is malfunctioning and does not stop cackling, I have had the items for 1 year and paid a fair fee for them as we know Sonos is not cheap. I have not had these issues with BOSE in the past good customer service, product that has not malfunctioned less than a year in to ownership! I love the ease of Sonos and sound quality was good at first, but I really am getting no where with the support. It is affecting me mental health significantly and is becoming overwhelming. Has anyone dealt with a manager or director at Sonos I can contact to aim to get a resolution to my technical issues with my product? Has anyone else had issues with the support and or product in the past?    Thanks! 

When I open my Sonos app all my radio stations and browse info has disappeared. There is just a white screen. The setting info is still there. My phone is an apple 7 and I have being using the Play one successfully for a few years without any problems. I can control the Play 1 with my wife’ phone / Sonos app. I have deleted the app and replaced it with no joy. Any ideas?

The sonos android app will not let me log out of my account and enter another account.  “Enter the account information for B****e@gmail.com  Email  <blank>  Password:  <blank” When I enter an email that is not B***e@gmail.com.  I receive a message, “The email and password you entered did not match our records.”  This is clearly incorrect information since I can log on to the web site.  I have cleared cache and storage for the app to no avail. I frequently need to access and configure multiple different accounts including my brother in law’s system and a vacation home that is set up on a different email (so the VRBO families do not have access to my setup). Help Mike

Hello, last week Ive found my Sonos 1 without any light, so I started to troubleshoot and the yellow part in the picture is damaged, plastic and wires are cuts. DXTPQ2020-225, didnt find any parts info for replacement, any idea ? Thanks

Hello,the line-in on my Connect (Gen 2 I think?) does not work any more. I tried restarting the device, I tried about half a dozen different cables with three different connected devices, nothing will make the Connect realize there’s something… connected.Not sure when it stopped working, I don’t use the line-in that often, but it certainly still worked a few weeks ago.According to the app everything is up-to-date.Any ideas? Dirk

Hi, if anyone has any suggestions to my problem I would be most grateful. I have spent literally around 10 hours over the last week trying to sort this out with Sonos and Vodafone. I am struggling to add my play:1 to my WiFi network. When I add the product it asks to connect to a temp Sonos network which I do so that means my existing network doesn’t show. I manually enter name and password and Sonos says unable to connect? I have a beam and a one which have both connected fine. I have had new broadband and had my settings changed accordingly however my device was fine on the network until the last week. I am at a loss? I have resorts factory across all my products and added them again but this play:1 is causing me the problem. Sonos recognises the device but just will not connect to my network which is 2.4 and 5ghz. Would appreciate any suggestions. Thanks :-) 

My system has worked fine for about 2 years.  Now, Apple Music is dropping constantly, skipping to the next track, etc.  Most units are connected by ethernet.  I just grabbed a diagnostic after it happened again.  Could someone help?The diagnostic code is 174067995 Thank you.  

Hello everyone !New member here. Happy New Year. I was wondering if some of you are experiencing trouble with Spotify right now.Everything was working fine playing Spotify from my Sonos but now it’ not working anymore.Spotify is working on my phone with my domestic Wifi but I can’t put the sound on my Sonos system.Same problem if I try directly from the Sonos app.

I use Sonos play 3. When controlling volume from Spotify app its really slow. If I set volume, it takes a good five seconds before something happens. It's also really problematic to set the volume right. If I adjust it to ie 70% maybe it is set to 50% after some time. From the Sonos app, everything is fine. This applies to both android and ios apps. 

Hello. I’m experiencing music breaking up every time I skip tracks. This has been going on for more than a month, and was fine previously.I’m using Deezer, controlled via an iPad and android phones, same as before the problem started.I've a Boost connected to the router via Ethernet cable. The cable’s fine, a swapped it out for a new one and no change.I took a Play3 and placed it close to the Boost and router, no change: the same breaking up when tracks skipped.I plugged the Play3 into the router with an Ethernet cable; problem gone. So it seems I have a WiFi connection issue.I tried all three channels on the Sonos app. No change.Did the reset of the whole system as described elsewhere, no change.there is no new equipment in the vicinity, so no new source of interference.if I group my two play3s (in different rooms) and my Playbar (which is wired) the problem also goes away.Can you help please?

I have several SONOS products and a Spotify Premium Family account and ever since the spotify connect integration was announced I have been unable to get the two to talk to each other.Here is my setup:Main Controller Android Version: 10SONOS system connected via SONOSnetDiagnostic No: 678752283I can see all of my other devices, such as chromecasts and enabled TV’s in the spotify app but never any SONOS speakers.I have done a clean install of the Spotify App and made sure that both systems are logged into the same account. But nothing appears to help!My Partner has an iphone and I haven’t checked on their device yet to see if they can see the speakers

Sonos is so unrealiable. I am just fed up. Many times I hear music and suddenly it stops. I have 5 sonos loudspeakers at home (sonos one) . The wifi network is excellent. Sonos is just lousy. 

Hi, when I try and listen to an audiobook using audible, I got a ‘… song not encoded correctly’ error. This was working until quite recently. any idea on how to resolve?

Every now and again the sound cuts out on my living room setup. It’s the Playbar that’s cutting out. Its only for a second but it’s happening every 30/40 seconds which is getting annoying! Any help? 

In my account I have mistakenly clicked on my Connect Gen 2 Amp for upgrade which I clearly do not want to do! How do I cancel the upgrade before i lose my amp clicked about 4 days ago regards Russ

I think I have a pretty unique issue.  I am getting the error "Unable to browse music" when trying to play a playlist I created with mostly music I own in Amazon Music.  What's even stranger is the playlist plays fine directly from the  Amazon Music app.  I only have the issue when I try to play it via Sonos. I signed out of Amazon.  I refreshed my library.  I removed Amazon and readers the service and nothing works.  I really hate to rebuild this playlist.  All my other playlists work fine.  I submitted diagnostics  too, # 690578130 Appreciate any insight and help.  Thanks!

I’ve tried everything to connect. No success. Had system for years, never an issue.

Hi, This morning my Sonos One speaker has started randomly making a “bing bong” sound for no reason.  I made a diagnostic right after the last one as I read in a support thread that it might help: 862562709 I don’t recognise the sound at all, but I have only had my Sonos for a week now!

Sporadic dropout of AMP from my tiny network of 2 sonos devices. No changes in location or any other disturbances. I see in my router that the amp suddenly sometimes switches to the other of my 2.4g/5g network but not sure that matches with the dropouts timing wise.have rebooted, reset, disabled/enabled wifi etc. Not sur what to do anymore, the sonos one works flawlessly all the time. Anyone has any ideas?

I can't change the volume using either my mobile device or the touch controls. If I hold my finger on the down volume button it goes down for a second but then surges up again.Any advice appreciated.

I have half a dozen S1-only Sonos devices. I just bought 2 Fives. I understand those are S2 only and I’m prepared to have a split system running both S1 and S2.I ran into a problem trying to follow Sonos’ directions for adding S2 devices to an S1 system.  They say to first remove S1 devices through the System Tools section of the S1 app.  My problem is, there is no “remove device” button offered to me in that section. I’ve read past threads where some other users had this issue but it fixed itself when they updated their system.  But my Sonos is already up to date, plus I’ve tried rebooting my router, etc.  “Remove device” is not being offered to me.I’m wondering whether I would create problems if I went the other direction, and set up my S2 Fives as though I was setting up an entirely new Sonos system for the first time, and leave my Sonos 1 system as is.  Could that work?Any advice you can offer would be much appreciated!

I just bought a Sonos 2 Pack at Costco and Not pleased at all. Im ready to return it. I discovered that both power cords do not make good contact with either speakers, and moving them they lose power. I have to position them correctly on a counter for them to get power . Also, it was kind of strange that the power cord does NOT go in deep enough for the cord to go through the ‘Channel’ at the bottom of either speaker. And, it won’t sit flat because the power cord does not go in far enough for the feet of the speaker on all four corners to sit flat. Trying to set up the first speaker, and having issues, I tried the power cord from the second speaker with the same result. Im really disappointed. I shouldn’t have to move it around trying to make contact with the power cord to get it to work.

I’ve got two play 5s in stereo and they have been working flawlessly for a month.   Now the right speaker disconnected and I cannot get it to reconnect whatever I do.   I’ve tried factory resetting, connecting to the router, everything.   The app gets as far as seeing there is a new speaker, when I press the button on the back, I hear the chime but then it says ‘error not connected’.   Every time.   Diagnostic 1423631518

Wrote this earlier, but I lost it. Another try.. :-/Diagnostic: 1852252668I have a fibre connection to my house. Speed check (OOKLA) gives me a Ping time of 32 ms, 235 Mbits in and 100 Mbits out. My system contains of six speakers, a BOOST and a Playbar.The six speakers (2 each of Play:1, Play:3 and Symfonisk) are grouped into a group.The system runs on ch 1 SONOS net and the rest of my WiFi is on Ch 11. The speakers have been working steady as a rock for at least six months (when i moved from WiFi to SONOS-net) and I haven’t changed anything in the infrastructure at home.This morning I started to get severe drop outs. As I’m writing this I’m only having music in my left Play:3 - group speaker. five sconds ago all speakers were playing. Now all speakers went silent.The sound image is constantly moving and I can’t find out what’s hapening. Hoping for some help here.The whole system (excep for the playbar) have been rebooted two times. Beginning with the BOOST and then moving out.The log