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So No
Contributor I
December 7, 2022
Answered

Sonos Amp and 4 Play 1 Speakers Haven't Worked in 3 Weeks, Techs Can't Resolve

  • December 7, 2022
  • 21 replies
  • 477 views

After 2 calls at over an hour each with techs over the last 3 weeks, I'm at a loss here before I sell this and get a different brand. 

System was great for the 2 years etc I've used it. I'm decent with the app and understand how to get the amp to play and connect the speakers to the amp through it. 

I did an update on the S2 app about 3 weeks ago and then all hell broke lose. Even after the update I did yesterday 12-6-22 nothing is better. 

 

No sound

I noticed the amp is 2.4ghz and speakers are 5ghz wifi on the Comcast app. This seems like a problem. 

We tried the wired ethernet approach and nothing happened. Like how could this not play after being hard wired to the router??

The only time it worked was when I unplugged the amp, then unplugged the router, then plugged the amp back in. The speakers came back on and I thought I fixed it. Couple hours later, dead again. 

I keep doing all the system diagnostics and it can't find 2 speakers and still no sound. 

I'll try one last tech call but maybe someone in here has resolved this before?

Thanks

 

 

 

 

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Best answer by buzz

Somewhere in that Gateway there is an option that is blocking communication between devices on the 2.4GHz and devices on the 5GHz segments. I don’t currently have Xfinity. While I had Xfinity (without any Xfinity pods) I had no trouble with SONOS and my controllers and SONOS players could freely jump between bands. Adding the pods may have enabled the blocking agent. You might be able to work with Xfinity support and have them remove the 2.4-5GHz block. You may need to work through several agents before you find one competent enough to do this.

 

21 replies

John B
December 7, 2022

Hi.  We would need a fuller description of your network set up in order to help, please.  In particular, is there any mesh network?  Extenders?

Do your 2.4GHz and 5GHz bands have separate SSIDs?

 

So NoAuthor
Contributor I
December 7, 2022

Thanks, I'm not sure if they do have different SSIDs as when I log onto my network there's just 1 name that I can see that I click. When I'm in the Xfinity app it shows they're on my gateway and details about each component. 

 

Mesh network, for Sonos its always been all wifi. When techs tried to walk me through connecting the one speaker it still didn't work after all the steps. 

 

Again, worked for years, did an app update and then it's now a mess.

 

Thanks

John B
December 7, 2022

Hi.  App updates often get the blame but are rarely the cause.  Does the Xfinity mesh include a device that is acting as router, or do you have another router (e.g. one provided by your ISP) to which the Xfinity mesh connects?  If the latter, which device is acting as DHCP server (i.e. dishing out IP addresses).  What is the make and model of router (if applicable)?

Have you reserved any IP addresses for your Sonos devices?

    So NoAuthor
    Contributor I
    December 7, 2022

    I have 1 router,  Xfinitys. 

     

    I have only 1 IP address that I'm aware of that everything connects too.

     

    Thanks

    John B
    December 7, 2022

    I have 1 router,  Xfinitys. 

     

    I have only 1 IP address that I'm aware of that everything connects too.

     

    Thanks

    Your router allocates an IP address to every device that connects to it.  It is how it identifies what’s what.  You may be thinking of your external IP address.  This link may (or may not) help.

    https://forums.xfinity.com/conversations/your-home-network/is-it-possible-to-reserve-an-ip-address-with-an-x1/6127b2e4fe4ec74e05f22bcb

    It would also be a good idea to disable ‘band steering’ in the router settings.  

    Please see this link too.  If security is set to WPA3 please change it.

    https://www.xfinity.com/support/articles/change-wifi-security-mode

     

      So NoAuthor
      Contributor I
      December 7, 2022

      It says WPA/WPA2 Personal

      I'll have to look into if there's band steering but I wasn't really looking to turn into a Comcast tech to run my studio monitors for my business. 

       

      Thanks for the time, I appreciate the help. 

      buzz
      buzz
      Grand Maestro
      December 7, 2022

      Are there any error messages? It is odd that you can update the SONOS system, but it will not play music. What is the source of your music?

      Describe your SONOS system. Which models? How many? Which units are wired to the network? How are you controlling the SONOS system? Android? Apple? Desktop?

      Since this is a business network please describe any other network devices, such as network switches, WiFi helpers, and security devices. Are you using a VPN?

      Post a diagnostic here. While regular Community members can’t access these, a different crew of SONOS employees have access and may have a different viewpoint and can escalate your issue. 

       

      So NoAuthor
      Contributor I
      December 7, 2022

      1 Sonos amp

      4 Sonos play speakers

      Android Galaxy S22 phone

       

      Some of what you asked for I don't know. 

      VPN? I'll have to look up. 

      I unplugged the wifi booster so that it can't be an issue for now. 

       

      I'll get back on the diagnostics, the app is sending me online which o click it. 

      So NoAuthor
      Contributor I
      December 7, 2022

      21506324

       

      That's my Diagnostic # from Central Time,  1:58pm

      buzz
      buzz
      Grand Maestro
      December 7, 2022

      Most likely this is a network issue, but I don’t have enough information about your network to make suggestions.

      What color is the SONOS controller icon on your phone?

      When you attempt to play music, what are the error messages?

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