Sonos One disconnecting from WiFI

Show first post
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.

74 replies

C

I'm having a similar issue - diagnostic report 222600708

N

I'm having the same issue. I've tested my wifi speeds and there are no issues, my other apps work fine, but the Sonos app is constantly disconnecting and saying it can't find my wifi. This is extremely frustrating, as Sonos is essentially useless.

Diagnostic 1352841326

Jeff S
Userlevel 7
Badge +20

I'm having a similar issue - diagnostic report 222600708

Thanks for the report. There’s not much information there as your controller is not connected to your speaker. This can happen for various reasons. Please follow the steps in this guide, which covers the most common causes of this type of issue. 

 

If that doesn’t help, it would be a good idea to troubleshoot this live with our phone team. You can find our number and hours here.

Jeff S
Userlevel 7
Badge +20

I'm having the same issue. I've tested my wifi speeds and there are no issues, my other apps work fine, but the Sonos app is constantly disconnecting and saying it can't find my wifi. This is extremely frustrating, as Sonos is essentially useless.

Diagnostic 1352841326

Hi there,

 

In your report I see that your Android is not connected to your speaker. This guide should help you get reconnected. If that doesn’t do the trick, it may be best to work with our phone team as they have more tools available and can troubleshoot live. Our number can be found here.

W

Same issue. I have all my speakers on reserved leases. Diagnostic 1588144545

B
Userlevel 1
Badge +1

Same problem for me. I spent 3 months with the support team and changed the speaker once. It did not help. The solution was to get rid of the One, which is, said the support team, very sensitive (unstable) in term of network connection. 
Hopefully all my other speakers, Play 1, 3 and 5 don’t face any problem.

Unfortunately Sonos does not want to officially acknowledge there is a problem with their One speaker. Until the issue - hardware or software- is not solve, people will always have problems. 

B
Userlevel 1
Badge +1

@Ken_Griffiths 

WiFi interference? This is the magic word used by Sonos support - an easy copy/paste, just look at the answers, they just look the same - who are in my humble opinion far from being network specialists. 

Strangely I never had any issue or interferences before and suddenly I’ll be unlucky? 

It is the same problem with the Bluetooth issue on the iPhone 11. On Apple forums thousand of people are complaining about disconnections.
Personally I don’t have any problem. However it does not mean there is no problem with the iPhone 11. Apple is known to always wait for a class action or bad press to acknowledge a problem. A criteria of some arrogant companies that think their products are excellent and only the user is the problem. 

D

My Sonos one and beam work great for a limited time then they appear as offline. They seem to be losing their wifi connection. If I reboot my wifi router, it starts working again for about 15-30 mins then goes offline. If I wait long enough (30-60mins) it’ll come back online for another 15mins then go offline again. All speakers are in the same room within 15 feet of my router. 

Support info, 2024679671

 

B
Userlevel 1
Badge +1

@Ken_Griffiths

WiFi interference? This is the magic word used by Sonos support - an easy copy/paste, just look at the answers, they just look all the same - who are in my humble opinion far from being network specialists. 

Strangely I never had any issue or interferences before and suddenly I’ll be unlucky? 

It is the same problem with the Bluetooth issue on the iPhone 11. On Apple forums thousand of people are complaining about disconnections.
Personally I don’t have any problem. However it does not mean there is no problem with the iPhone 11. Apple is known to always wait for a class action or bad press to acknowledge a problem. A criteria of some arrogant companies that think their products are excellent and only the user is the problem. 

 

Ryan S
Userlevel 7
Badge +26

My Sonos one and beam work great for a limited time then they appear as offline. They seem to be losing their wifi connection. If I reboot my wifi router, it starts working again for about 15-30 mins then goes offline. If I wait long enough (30-60mins) it’ll come back online for another 15mins then go offline again. All speakers are in the same room within 15 feet of my router. 

Support info, 2024679671

 

That diagnostic is only showing the controller, so the two devices had dropped by then. Generally speaking, I’d start with trying to change your router’s wireless channel. Also, in case it’s an issue with the router’s wireless, are you able to try wiring one of your Sonos devices into the network? If you can, than you’d be seeing if the SonosNet is performing better than your router’s wireless.

Mark good posts by pressing the like button, and select the best answer on questions you've asked to help others find solutions.
R

I have this issue with one Sonos One in my set up. Constantly not visible in the app and have to reconnect. Diagnostic report no: 1500510081

Stanley_4
Userlevel 7
Badge +22

You might want to try the 24x7 support options, staff is thin here on the weekends. See the contact page.

S

Hi there, having similar connectivity issues. Google Nest mesh Wifi, Android OS etc.
Diagnostic report # 640042392.

 

Thanks

S

Hi there, having similar connectivity issues. Google Nest mesh Wifi, Android OS etc.
Diagnostic report # 640042392.

 

Thanks

It's quite likely caused by the google hubs automatically channel hopping. See this link perhaps about wiring a sonos device to thd main google hub and running the system on a sonosnet signal instead …

https://en.community.sonos.com/troubleshooting-228999/airplay-issues-6831275#post16404300

Thanks for the reply. So If I have read things correctly, my only option is to use my Sonos One while it it plugged into my Google Nest Router via ethernet cable?  That would be useless as my router is on a different level of my house from where I want to use my Sonos. It’s really too bad that Sonos couldn’t figure out an easy fix for using this device with Google’s WiFi setup. If I can’t figure this out I’ll have to try to get my money back and move on from using Sonos products. :-(

S

Thanks for the reply. So If I have read things correctly, my only option is to use my Sonos One while it it plugged into my Google Nest Router via ethernet cable?  That would be useless as my router is on a different level of my house from where I want to use my Sonos. It’s really too bad that Sonos couldn’t figure out an easy fix for using this device with Google’s WiFi setup. If I can’t figure this out I’ll have to try to get my money back and move on from using Sonos products. :-(

 

For situations when the Sonos device(s) are not near the router hub, Sonos offers the Sonos Boost as a less expensive wired unit.  See here:

Sonos Boost

That would be a great solution. I just wish I had known that I would need to spend even more money for that when I bought my One.

M
Badge

Added a Sonos one Gen 2 to my set up.

Currently running 2 boosts over sonos net and had no issues with my 2 x play3, 2 x play 5, play bar, sub and 2 x play 1

Now added sonos one gen 2 to the system it will play for a bit and then just drop out and then come back.

Set a play 3 up next to it, ungroup and stream the same radio station to both. the play 3 never missed a beat but the Sonos 3 kept stopping the music.

All upgraded to the latest firmware

Reset the speaker numerous times and added back to network no change

 

Sent Diagnostics report number # 1249919824

A

Hey @Mark_124 . Thanks for the post.

  • When the one speaker is taken out, does the system return to normal reliability?
  • What about what that new Sonos One is hardwired to either the router or the connected Boost?

Additionally, are you running any additional routers, extenders, or switches in addition to your router? If so, would you be able to provide me with the make/model for those units?

D

Hello,

I’ve also got an issue where my Sonos One randomly drops out, or is invisible to both the Sonos App or AirPlay/Casting/any other service. My diagnostics number is 1018489667. Thanks in advance!

C

I am having trouble with my One continually disconnecting form my WiFi network. I am able to setup and configure with the network cable plugged in. I then move the One to the room where I want it setup and have no problem connecting via WiFi for an hour or two. When I am done using the One or sometimes just after some time has passed, the One loses its connection to the network and I have to reconnect it to my WiFi using the cable. Is there a remedy for this?

 


Hi paso1129,

Welcome to the community. Can submit a diagnostic report while your Sonos One is connected and showing in the app? Reply with the confirmation number and I'll take a look.

 

I'm having the same issue. Here is my diagnostic number is 698160197 . Can you tell me what my issue might be please. 

 

 

G

Hello,

I have the same issue with my two Sonos one SL during Black Friday 2020, for which I would appreciate a solution.  The ip addresses of these two sonos have been fixed in my router setting. The diagnostic # is 1621702889.  

Another issue I noticed is these two speakers constantly drop out from the Airplay device list (or unable to connect even if they are visible on the list) on iphone for 90% of time.  I am using an iPhone XR with the most recent IOS version of 14.3. 

Other smart speakers in the same wifi network environment are working perfectly (google nest, amazon echo and Marshall). 

 

G

my sonos one , keeps getting disconnected,
Your confirmation number is: 319930339.

Xander P
Userlevel 6
Badge +15

Hi @gintamaro and @Giladw, welcome to the Sonos Community!

I'd recommend taking a look through our Fix an Issue help page, which has some good information on preventing this kind of issue, as well as many others from happening. 

If you're still having trouble however, feel free to get in touch with our Support Team via chat or telephone - they'll be more than happy to help you get everything sorted out :)

A

Hi @colin.aitken77.

It looks like your controller is not able to connect with the Sonos system. 

Is there any Sonos players hardwired into the router? 

If not, I would like you to hardwire a Sonos player and let me know if the system comes back up.

 

S

So Sonos devices can’t handle dynamic channel change? It should be added to the product spec and the set up.

I have FIOS router and extenders and they all channel hop by default. The inability to handle this is kind of lame. Sonos One is the only device I have that can’t handle it. Is it hard to workaround with a firmware change? Like if the unit finds itself not able to reach internet, restart the wifi and try to reconnect?

Terms & ConditionsCookie settings