Sky Q and Sonos problems

Sorry, but this comment from Support makes zero sense. A controller can be on any segment of the subnet -- wired, 2.4G, 5G, any BSSID -- and so long as discovery broadcasts are correctly forwarded by the network it will find the players.

Unfortunately some routers don’t do this, and in those circumstances a mobile on a different segment may have trouble. The classic example is a router which doesn’t forward broadcasts between 5G and 2.4G when Sonos is in WiFi/”wireless” mode on the 2.4G.

I agree it doesn’t make sense, but it does agree with my experience.   He said that the speaker is routed via the main router by way of Sonosnet and only knows about SSID.  The Iphone controller app is connected on a different part of the network with a different 

I quote from the transcription “That is because Sonos uses the main router to communicate between phone and speakers and when a new BSSID is detected on the controller, speakers are trying to follow it to join, but they fail, due to different BSSID”

and “

Within access points, data communication is not always perfect and the data path costs more time than usual. With the increased number networks or MAC addresses, Sonos is trying to connect to the one that you used to set it up and it basically follows the lead of that one. “

It seems that Sonos are trying to overcome potential time lags

This sounds nonsensical to me. (I could use a blunter term.) I sometimes ask myself how much some of first line support really understand about networking in the home. Either that, or they’re doing a lousy job of explaining things. 

I have now received a communication from a member of the Escalation Team at Sonos who is going to “own the issue”  - I’ll report back if I get anywhere

Following this with interest, as this last week - seemingly out of the blue, having had Sky Q since June - my Play 5 (gen 2) disappeared, and will not reconnect, and today my Play 1 has joined it after a two hours phone troubleshoot with Sonos support. 
 

I’ve tried a full system re-install (inc factory reset of both Sonos devices), changing my router settings where I could, and trying to connect the devices via Ethernet (worked for a bit but then failed to connect to the WiFi).

really hoping Sonos can provide a fix for this.

try changing the wifi channels on the on the sky q box, it usually defaults to the same as the main router.  or what you are using for wifi.  I am using with sky q and tp link wifi mesh system and no problems.  I don’t have sky broadband, am on bt.

Hi all, thanks for your discussion surrounding this issue!

As has been mentioned, SkyQ systems - when in use with a Sky router - can have some trouble passing certain types of network traffic through, specifically the kind that allows your app to find the system - causing you to only see Sonos speakers connected to the same SkyQ box as your phone/tablet, or being unable to connect at all.
Given that this happens due to a failure on the mesh WiFi created by SkyQ there's not a lot we can do to prevent this issue from developing, however there are ways to work around the issue.

The following only applies when you have both SkyQ and a Sky router;

What we can do to work around the issue is make some changes to the network setup, such that you can force Sonos and your phone/tablet to connect to the main routers WiFi, and not the WiFi provided by the SkyQ boxes.

The first step here is to "split" the network in to separate 2.4 and 5GHz wireless networks by accessing the router settings - you can find some steps on making this change here.

I would recommend leaving the 2.4GHz wireless name the same, and simply add "-5" to the 5GHz wireless name.

After splitting the network, the next step is to disable the 2.4GHz radio on each SkyQ box via the engineers menu - you can find out how to do this here.

When finished;

-Sonos will be configured for the 2.4GHz wireless only.
-SkyQ boxes will broadcast 5GHz only
-Main router will broadcast both 2.4GHz and 5GHz
-When connected to the 2.4GHz, your phone/tablet will always be connected via the routers WiFi.

This should allow you to consistently connect to and control all Sonos devices within the home, as we are no longer relying on the SkyQ boxes to pass through discovery messages.

Thanks for this Xander - it looks really helpful. I’ll give it a go this week and report back!

I fail to see why this marked as “answered” by anyone other than the OP.

Its not answered and we are still working at it.

An update: it worked for my Play:1 but my Play:5 STILL won’t work or connect, via ethernet OR wifi.