Keeps cutting out

I am having the same issues. It is very frustrating. Here is my diagnostic number

Your confirmation number is: 1366891345

Hello @hypejones21,

Welcome to the Sonos Community and thank you for reaching out with your diagnostic report.

Is there a Sonos Product near enough to your main Netgear router to wire in with an Ethernet cable?

I’m not seeing a lot of WiFi interference but I am seeing significant physical or structural interference that could be causing dropouts.

When one player is wired in Sonos will begin its own mesh network called Sonosnet that may make playback on your system more stable.  

Please don’t hesitate to reach back out with a follow up diagnostic if you are able to test playback in this configuration.    

Oh I see thank you. I have a fairly large house with multiple floors. I wonder if that might be what you mean when you say structural interference. 
 

if I understand you correctly, I can plug the Sonos device into my WiFi router and it should improve connectivity for all of the devices? 

Hi @hypejones21, That’s what I would like to try out if you are able to set that up.

As far as interference goes, some building materials can reflect WiFi signals and cause communication issues in your network. 

These are the top three that I see in homes that can cause issues:

• Plaster
• Concrete
• Metal   

Larger two story homes are not usually a problem unless you are covering an area that exceeds the range of your WiFi network signal over all.

Ref1826055931

Hello @wlogatto,

Welcome to the Sonos Community and thank you for reaching out with your diagnostic confirmation number. 

I can see that the communication between your wired Sonos Play:5 speaker and your Play:1s is good although The Play:5 itself is having a hard time with it’s network connection. 

Is your Sonos system wired into a switch or into a router directly? 

Can you provide us with manufacturer and model numbers of the following:

• Modem. 
• Router (if separate from your modem).    
• Network switches between your Sonos and your router.
•  Access points or extenders.

Any information about your network layout it should help us understand how we can improve your connection and playback experience.

Hello Jean,

The issue I am having is the two play one's go off for a few seconds then on again randomly, while the play 5 has no audio dropout.

To answer your questions, I have the play 5 wired to a Linksys EA7500 as a wifi switch (no DHCP), which is then connected to the wall where it runs through cat 5 to my main network switch, ubiquiti edge router x(no DHCP), which is then connected to my pfSense router sg-1100.

I may try moving it off the wifi switch and try directly to the wall, taking one piece out of the puzzle.

Hello @wlogatto,

Thank you for the additional information about your system configuration.

When troubleshooting any kind of connectivity issues with Sonos, simple is usually the best way to go.

If wiring the Play:5 to your wall doesn’t change anything, you may want to systematically remove switches in order to identify potential network equipment issues.  

The fewer pieces of equipment that the data has to travel through between the Sonos products and the router, the better the system will perform overall.   

Please let me know if any of the changes you make in your wired connection change the playback behavior of your system and feel free to include follow-up diagnostic reports as you test playback. Be sure to post the confirmation numbers here so that we can continue to look them over for you. 

1517186850

Hello @marchendrick,

Welcome to the Sonos Community and thank you for reaching out with your diagnostic report. 

It looks like you are missing a speaker in your set up, is this Play: 5 further away from your Eero mesh nodes than the rest of your system?

Is it possible to test your Sonos system with one Sonos speaker wired directly to the primary Eero node? 

If you could try this and submit a follow up diagnostic report in your response along with some detail about how your system if functioning, that would be most helpful.