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ClientFrustre
Contributor I
November 5, 2021

Impossible to connect after change of Wifi network

  • November 5, 2021
  • 14 replies
  • 22625 views

I am sharing here my customer frustration. I change my Wifi network.  It took me 15 seconds to update my google devices, 10 seconds for Alexa devices and I am still troubleshooting my Sonos after 2 days.

I have the exact same problem than the case below but unfortunately cannot connect my sonos to an ethernet cable. For a Wifi sound system it is incredible that the product is not better tested and the app support is very light.

 

 

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    Pinned Reply By ClientFrustre

    I found the solution with the help of Sonos support.I reset the router from the web application of the Asus router (Zen wifi AX6600). I kept the same wifi SSID and password and it solved it.

    14 replies

    UKMedia
    UKMedia
    November 5, 2021

    I am sharing here my customer frustration. I change my Wifi network.  It took me 15 seconds to update my google devices, 10 seconds for Alexa devices and I am still troubleshooting my Sonos after 2 days.

    I have the exact same problem than the case below but unfortunately cannot connect my sonos to an ethernet cable. For a Wifi sound system it is incredible that the product is not better tested and the app support is very light.

     

     

    If this is a different router, the easiest way is to change the router settings back to your old router setting (SSID and Password).  If not then an ethernet cable or a factory reset (with the loss of your settings and services are the only other options.

    Remember: Sometimes Red Wine helps :)
      ClientFrustreAuthor
      Contributor I
      November 5, 2021

      This is brutal @Sonos any plan to fix this?

      controlav
      controlav
      Lead Maestro
      November 5, 2021

      A factory reset should not be required. See https://support.sonos.com/s/article/1061?language=en_US

      Author of the leading independent Sonos apps for Android, MacOS, iOS, Windows and Xbox.
      ClientFrustreAuthor
      Contributor I
      November 6, 2021

       Sharing the solution for other members as I spend 4 days trying to fix it and it is obvious that Sonos engineers did not test a change in wifi on ios 14. Only way to fix it is through a factory reset. You have to unplug the electric wire and replug it while you are pressing the buton on the back. Also plugging an ethernet cable does not solve the issue as you get this crazy message (see picture). 

      A real wireless product with not enough engineers to test it apparently….

      ClientFrustreAuthor
      Contributor I
      November 7, 2021

      Sorry updating my post as even a factory reset did not fix the problem. I tried also from another iphone and Android device but same issue.

      I am desperate as spending 6 days on this is a real pain for a customer.

      ClientFrustreAuthor
      Contributor I
      November 7, 2021

       

      UKMedia
      UKMedia
      November 7, 2021

      Can you check that in the settings of your router, 2.4ghtz is switched on and try turning 5Ghtz off temporarily? 

      Remember: Sometimes Red Wine helps :)
      Ken_Griffiths
      Ken_Griffiths
      November 7, 2021

      I’m surprised that wiring a single Sonos device to the new router hasn’t worked… I change my network quite often as I move around. The steps I take are this:

      • Power off Sonos speaker(s) and move to new router.
      • Wire just one speaker to router and power on all.
      • Also connect mobile (with Sonos App) to the new router WiFi
      • Open App and ‘voila’ all the speakers appear.
      • Then add the new WiFi credentials into Sonos App in ‘Settings/System/Network/Manage Networks’ using the ‘Update Networks’ option. 
      • Then uncable speaker and all happily run on the new WiFi.

      I’m guessing there’s a router compatibility issue in this instance - maybe ‘QOS’ or ‘Airtime Fairness’ or maybe WiFi isolation is enabled, perhaps🤔?

        ClientFrustreAuthor
        Contributor I
        November 11, 2021

        I spent again half a day. Turned off 5 GHZ wifi and removed all possible options from my routeur (QoS is disabled) to make wifi as simple as possible. Tried from an Android phone, tried from IoS. Reinitiated both speakers to start from scratch. It seems that the app is to able to update the wifi password. Sent email to support with my diagnose file (no response by the way). I am becoming crazy spending so much time with so little help.

         

        UKMedia
        UKMedia
        November 11, 2021

        If you post your diagnostic number in this thread, that'll be quicker.

        Remember: Sometimes Red Wine helps :)
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