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blueskychris
Contributor III
December 30, 2020

A week of my wife wasted with an errant Sonos One Gen2. Disappointing customer service

  • December 30, 2020
  • 24 replies
  • 350 views

After a week of trying to fix an errant Sonos One Gen2, that keeps going offline overnight, I am no further forward.

I’ve had some excellent support from the Sonos community on here, with some great suggestions but alas none of the suggestions have worked.

I have even swapped the speaker over with an existing speaker - the fault remained and no problems with the good speaker that was proved to the ‘problem’ room. i.e. it is the speaker at fault, not where it is located.

Sonos customer services have been woeful, and are refusing to replace the speaker despite it being proved beyond reasonable doubt that there is an issue with this particular speaker.  I have spent thousands on Sonos kit and would have expected better.

This morning’s classics included the call centre suggesting the problem is that I have an alarm set on a speaker in a different room, and then I have too many speakers - I have 14 versus a max limit of 32.

I’m thinking that there is an issue with the Gen2’s - one of the community suggested a faulty wifi card in the speaker.  That would make a lot of sense.  I am getting better technical support from this community than Sonos themselves.  I’ve bought my last Sonos speaker.

If anyone else picks up this post and has any ideas why my speaker is going offline overnight I’d be eternally grateful for any suggestions, although to be fair I think I have exhausted all possible options.

Thank you to those who have already made suggestions.  If only I was being shown the same level of support from those that have profited from my purchases.

 

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24 replies

GuitarSuperstar
Lead Maestro
December 30, 2020

When you say it goes offline overnight, how do you get it to reconnect? Does it go offline at the same time every night? Does it ever go offline during the day? 

"Receive with simplicity everything that happens to you." - Rashi
UKMedia
UKMedia
December 30, 2020

Hi

Sorry for your frustration and I know that you have tried some of these actions but see my post:

https://en.community.sonos.com/troubleshooting-228999/tips-tricks-resolving-random-issues-impacting-sonos-devices-6845346 

 

Remember: Sometimes Red Wine helps :)
    ratty
    ratty
    December 30, 2020

    To avoid repetition of Qs and As, here are some related threads:

    I ventured the opinion that, in the absence of any obvious network fault or other explanation, there was a possibility of a faulty unit.

    Sonos Support is evidently clutching at straws. @blueskychris you have the legal right to return/exchange the product. Regretfully I suggest you exercise it.

     

    For what it’s worth, I’m not aware of any pattern of such faults in the One/g2. An isolated manufacturing fault is quite feasible though, perhaps a dry joint which reacts to temperature changes.

      Ken_Griffiths
      Ken_Griffiths
      December 30, 2020

      blueskychris,

      I’m guessing it’s been tried, but just in case... I can’t see a factory reset of the speaker mentioned in this, or the other threads, has that option been tried?

        ratty
        ratty
        December 30, 2020

        blueskychris,

        I’m guessing it’s been tried, but just in case... I can’t see a factory reset of the speaker mentioned in this, or the other threads, has that option been tried?

        Suggested here, and I believe the OP followed up.

          Ken_Griffiths
          Ken_Griffiths
          December 30, 2020

          blueskychris,

          I’m guessing it’s been tried, but just in case... I can’t see a factory reset of the speaker mentioned in this, or the other threads, has that option been tried?

          Suggested here, and I believe the OP followed up.

          Ah yes, thanks @ratty, I missed that in my read through the threads. I assume Sonos support might have looked at that option too, but thought it was worth checking.

            blueskychrisAuthor
            Contributor III
            December 30, 2020

            Hi folks - thanks again for all the help - and to @ratty for curating my various posts!

            Sonos are clutching at straws, you are quite right.  I am pretty good on the legal side but have avoided having that conversation with the call centre as I wanted to give them a chance to fix it without being a bumptious git! However, I mentioned that the brand (and my advocacy of it) is losing its lustre and they have thus have escalated the matter to a technical manager (so who was I speaking to before…?) who will allegedly call me back but they don’t know when.  I have formally asked for a replacement.

            I have spoken to Sky Tech team (have a sky q system here) and they have said that there is nothing wrong with my network based on remote tests they have performed, and the fact that 13 other speakers are working fine is a clear indication that the speaker is the problem not their wifi or network.

            It is odd that the speaker works during the day but goes offline overnight - @GuitarSuperstar it is (I think) between 2.30am and 6am based on when the status lights have flashed on my system and I’ve been awake to see it!

            I will post again when the problem is resolved, and thank you all for your kind suggestions.  I hope there is a problem I can help with in return one day.  Best wishes for a happy new year everyone (if only Covid 19 would go offline!).

            John B
            December 30, 2020

            @blueskychris .  I have to say i am impressed by your tolerance and cheerfulness in the face of adversity! 

            I haven’t followed this saga, so please forgive me for not trying to go back through it all.  Losing connection overnight makes me think ‘IP address lease renewal’, but I am sure you must have covered that off.  Plus there would still be the question of ‘why just this speaker?’. 

            I hope Sonos do the decent thing, rather than suggest increasingly implausible causes.  I  am sure we are all keen to hear the outcome.

            ratty
            ratty
            December 30, 2020

            Losing connection overnight makes me think ‘IP address lease renewal’, but I am sure you must have covered that off. 

            Yup. The OP subsequently reserved an IP.

            Besides, a renewal failure would surely occur 12 or 24 hours after the enforced morning reboot.

             

            UKMedia
            UKMedia
            December 30, 2020

            Losing connection overnight makes me think ‘IP address lease renewal’, but I am sure you must have covered that off. 

            Yup. The OP subsequently reserved an IP.

            Besides, a renewal failure would surely occur 12 or 24 hours after the enforced morning reboot.

             

            I don’t think that post shows that a reserved IP address was assigned just that the OP was aware of the suggestion - hence my post above. :) 

            Remember: Sometimes Red Wine helps :)
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