cutting in and out - but only on Amazon UNLESS I ask Alexa to play the same thing!

Forum|Forum|5 years ago
September 23, 2021
41 replies
2526 views

Hi there, I’ve got 6 SONOS devices in the house, all work perfectly at the same time or individually. However, over the last week or so I’ve noticed if I choose an album or playlist on the SONOS app via Amazon Music then almost all the speakers skip, hang, stutter or delay in playing the song.

So as a 3rd line IT engineer with 21 years experience I started looking at the obvious. Router, dup IP’s, Wi-Fi interference etc and couldn't fix the issue. However I’ve discovered that if I ask Alexa to play the same album or playlist the issue never happens. It also wont happen if I use SONOS radio, TuneIn Radio or BBC Sounds etc

For example, I can open the SONOS app and search for Fleetwood Mac Best Of. I find the album and press play. All the speakers start skipping and juddering, some don't play at all for 30 seconds and then start cutting in and out. If I press stop and then say “Alexa….. play Fleetwood Mac Best Of” - Alexa will find the same Album on the only streaming service I have (Amazon Music) and play it without fault.

I’ve repeated the procedure 50 times and its consistent.

Any ideas or advice?

I have submitted a diagnostic - the number is 538115433

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Best answer by Richard_51

I’m having exactly the same problem, starting in the last couple of days.

If I play any music source, internet or from a local NAS system, playback is flawless, across my entire setup of 4x Play1, 1x Connect, 1x Connect Amp, 1x Play5. As soon as I play anything from Amazon music via the Sonos S1 App, I have this major stuttering and skipping issue. I don’t use Alexa, so can’t test this aspect.

My Connect and Connect Amp are wired. All other units are on wifi, rather than SonosNet.

Picking up from James L. from Sonos, I have tested my set up a number of times each with a different unit as the “group coordinator”. My findings are:

Any one unit on its own, plays absolutely fine.
My Connect or Connect Amp (both wired) as GC, very occasional skipping issues. Barely noticeable, but still present.
My Play5, wireless, as GC occasional skipping, slightly worse than Connects above.
My Play1s, wireless, any of them as GC, major skipping issues.
My Play 1s are distributed all around the house, but wifi signal strength is excellent. The most used Play 1, the issue with which prompted this post, is in my kitchen, which is 20 feet across an open plan space from my wired-in Connect Amp. Like the OP, I’m an IT Engineer. I’m sure some improvements could be made to my setup, but overall wifi performance and sonos performance around my property is excellent. It’s not an internet speed issue, I’m on 300Mbit FTTP with 18ms ping.

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Bradsouth

Contributor I

This problem is still happening. So annoying. It’s happening across all my devices, play 1’s, Sonos Connect, and Sonos Amp. I was on the phone for a while with a Sonos tech yesterday with no luck. Did the unplugging everything and back in and what not. She told me that I needed to find new locations for a couple of my speakers. I said I never had trouble before and now all of a sudden I do, so something changed on your end not mine. Hopefully someone with Amazon and Sonos with fix this soon. We have spent too much money to have this problem.

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