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Northfarm
Avid Contributor II
August 29, 2022
Answered

Connect Amp no sound

  • August 29, 2022
  • 13 replies
  • 834 views

Looks like one of my connect amps has bitten the dust. There is no sound coming from it. Been through the process with support and they said to mail it back and I’d get a 30% discount on a new product. With the price of the new amps ($899Can) that’s still a huge amount to replace. In the past, they would sell you a refurbished connect amp for approx $150. I’ve been a sonos customer for a very long time. Customer service isn’t what it used to be. 
 

Anyone have any ideas on what causes the no sound?  Is it repairable?

 

thanks!

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Best answer by John B

Thank you @John B  My Play:5 is plugged into an Eero Pro 6.  The mesh system comes with three routers - only one of those is actually plugged into the modem.  The other two are placed in other areas in the home.  

I looked in About My System and the Play:5 has WM=0 next to it. The others speakers all have WM=1 next to them. 

That may be quite significant.  The other speakers should also have WM=0 (indicating connection to SonosNet rather than WiFi).  Is the Play:5 plugged into the Eero device that is connected to the modem?  Please try the following.

Power off all your Sonos ‘speakers’.  Leave the Play:5 powered off and disconnect it from Ethernet.

Move one of your Play:1 speakers temporarily and connect it by Ethernet to the Eero device wired to the modem.  Power it back on.  When it has powered up, power up your other Sonos speakers (except the Play:5).

Check again if WM=0 or WM=1.

 

 

13 replies

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John B
August 30, 2022

I get that the connect amp is an older product. I have one of the new amps and honestly, for the price and my needs it’s definitely not worth it. The connect amps were expensive in the day but the new ones are outrageous. Really don’t want to have fork out for another one even with 30%.  

BTW- trying to follow the return process to send back the broken amp and receive my 30%.  They can’t even seem to get that to work.  The process keeps producing an error.  They are supposedly looking into it.  

 

This is puzzling.  The upgrade program doesn’t require the old device to be returned.  At least it doesn’t in the UK, don’t know about Canada.

NorthfarmAuthor
Avid Contributor II
August 30, 2022

I guess it’s not upgrade as it’s S2 compatible? My only thought. He said I have to return, they check it and then the credit will get applied. I guess it’s all part of my frustration with Sonos. In the past, they would sell me a refurbed amp, send it, I’d put the broken one in the same box and ship it back. It was awesome. I did that twice and both times for an out of warranty amp. I used to brag to people about how amazing the service from Sonos was. I don’t anymore. 
 

 

John B
August 30, 2022

OK that makes sense if it is S2 compatible - it wouldn’t have got as much as 30% if it were still functioning, as you obviously realise.  Yeah, I think in the circumstances they could just save you (and them) the hassle of returning the C:A.  I still think it’s a reasonable offer, and better than most companies would offer.  I hope you get it resolved quickly.

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