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Max P
Max P
Sonos Employee
August 17, 2017

Is your music cutting out? Or are your players disappearing from the app?

  • August 17, 2017
  • 385 replies
  • 64823 views



Hi all,

If you’re experiencing any of the above, or your app is sluggish, then your Sonos set up may be suffering from “wireless interference”. In the video, you will see how to fix this annoying issue, and get back to listening to your favorite tunes, uninterrupted.



Feel free to let us know how to get along with the video. If you need any further assistance, we’re ready to help! :D

Please note that we also have a support article explaining how to change the wireless channel here: https://support.sonos.com/s/article/1219

Still having problems? Grab a diagnostic and add it to your reply.

Sonos Controller App for iOS or Android
From the Sonos music menu, touch Settings > Advanced Settings menu > Submit Diagnostics.

Sonos Desktop Controller App for Mac or PC
Select Submit Diagnostics from the Help menu.
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    385 replies

    Show previous replies
    Dyl
    Contributor I
    May 20, 2018
    Thanks Ed. TP Link is my router and I had set it to a different channel. I have tried this again, but no difference.

    Keith is having a look at latest diagnostic: 460403425. Via another thread. If you have any other ideas, I would be keen to hear them.

    Cheers
    Alex K.
    Lyricist I
    May 22, 2018
    Unfortunately, my Sonos System (3 Play:1 and 2 Play:3) is still cutting out after following the instructions, would be great if you could check my diagnostics as well 🙂 Thanks! -> 1663847588
    mud mutt
    Contributor I
    May 22, 2018
    Have not had too many issues over the past two years with the system, but have subscribed to Deezer and cannot listen to an entire song without it dropping out (single speaker in stereo pair, a room, skipping whole song, etc). Submitted diagnostics 1760005857.
    Amp x 5 | Bar x 2 | P:1 x 5 | One x 2 | P:3 x 3 | P:5.2 x 3 | Con x 1 | Sub x 1
    capricious
    Lyricist I
    May 27, 2018



    Hi all,

    If you’re experiencing any of the above, or your app is sluggish, then your Sonos set up may be suffering from “wireless interference”. In the video, you will see how to fix this annoying issue, and get back to listening to your favorite tunes, uninterrupted.



    Feel free to let us know how to get along with the video. If you need any further assistance, we’re ready to help! :D

    Please note that we also have a support article explaining how to change the wireless channel here: https://sonos.custhelp.com/app/answers/detail/a_id/1230

    Still having problems? Grab a diagnostic and add it to your reply.

    Sonos Controller App for iOS or Android
    From the Sonos music menu, touch Settings > Advanced Settings menu > Submit Diagnostics.

    Sonos Desktop Controller App for Mac or PC
    Select Submit Diagnostics from the Help menu.

    capricious
    Lyricist I
    May 27, 2018
    I’m playing songs from my iPhone music playlist. The songs keep skipping part way through. I tried resetting the Sonos and also my router but the problem persists. Diagnostic 443553560
    daviddroudge
    Lyricist I
    May 28, 2018
    648513608
    mappelman
    Lyricist III
    May 28, 2018
    No solution(s) found so far. Terrible connectivity issues -only with sonos equipment within professionally installed and maintained Wifi infra. Your confirmation number is: 326613106.
    kazvictor
    Contributor I
    May 29, 2018
    I've been having problems with sonos speakers cutting in and out. I both a connect and have tried lots of different settings but hasn't had much effect.
    My diagnostic number is 810124033
    thatflookguy
    Lyricist I
    June 6, 2018
    Hi, looking for a little advice, I have a Sonos Bridge hardwired into my switch, My Sonos is on channel 1, the Netgear D7000 Router is on 11 and the AP is on 6. Living in a real area so there is not another wireless signal within reach, but is on channel 1 too.

    The router is mounted on a stone wall in another room (office) opposite the Sonos Player (Kitchen), the Sonos Bridge is also in the office located within the server rack.

    Now I'll admit being on ADSL isn't brilliant, however I never used to have an issue with dropouts. These last 2 months I've been finding the song selection skips tracks, can takes ages to load etc either within the Sonos App, or Spotify App. Couple of times my Sonos has been lost on the WiFi, so I've had to re-add it. I don't seem to be suffering any other local network issues.

    Any ideas?

    Can I summit Diagnostics? 749017765
    Lee.
    iainmac999
    Contributor I
    June 23, 2018
    I really wish I'd seen these forums before I spend over £2000 on Sonos equipment + all the stands, brackets and man hours fixing it all up. Ofcourse when it works its wonderful, but the problem is it only works for seconds or minutes before it cuts out, constantly, it will play 3 seconds of a song, cut out, then start the next song. If I'd have known the performance was going to be this bad I'd have just wired everything together. It's rediculous - the number of people having drop out issues is huge. Every change support suggests makes no differece or makes things even worse. What conditions are these products made for? Even people that live in the country with no nieghbours wifi interfering are having problems. I despair and if the latest round of support doesnt fix it - I'll want to return the 8 devvices and demandl my money back!
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