Contributor I

Answered

Xfinity XB7 Router Issues - Not letting Sonos Devices connect to Cloud

Forum|Forum|6 years ago
May 8, 2020
13 replies
2224 views

I just moved into a new house and received the newer Xfinity XB7 Router. I am having issues setting up my Sonos network. I have my Gen2 Play 5 wired directly to the router and the Sonos rep said they can not see the device in the cloud.

Has anyone had same type of issues with XB7 Router?

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Best answer by Sebastien D.

Hi folks

It appears that your devices have no cloud connection to our servers. Moving forward, we'd like you to give our support team a call.

When doing so, please have a laptop or computer at the ready, as we may wish to do a remote session. You can download the application for the remote session at Sonos Remote Assistance.

Airgetlam

I don’t have that router, but you should double check that there’s a 2.4Ghz b/g network turned on. If it’s only using a/c or 5Ghz, Sonos won’t be able to “see” the network.

Bruce

B

Bdubs

Lyricist III

I have a similar issue with the XB7. 2.4Ghz is on.

Using the Sonos Boost - no speakers are hardwired. Sonos loses the connection and I can’t stream music.

Sebastien D.

Sonos Staff

Greetings folks,

We'd also like to have you follow the following steps to verify that the Xfinity router is not blocking Sonos from accessing the internet.

Navigate to xfinity.com/myxfi

Sign in with the customer Xfinity Xfi account
Once logged in, click the Devices tab, then click on the Paused Sonos device
On the following page, click on the Unpaused Device button
Click on Apply Changes to complete the unblocking process of the device

Once completed, the Sonos Player will be able to connect, register, update, or stream. You may need to reboot the affected Sonos component(s).

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B

Bdubs

Lyricist III

None of my Sonos devices show up as paused. I had to reboot Boost and speakers to get it working again. Looking for a permanent fix, I’m losing the connection every few days.

Sebastien D.

Sonos Staff

Are there any Wi-Fi extenders, boosters, or repeaters on this network as well? If so, what are the make and model numbers of those devices?

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B

Bdubs

Lyricist III

No extenders or repeaters.

Sebastien D.

Sonos Staff

If none of your Sonos players are showing in the app, you can still submit a diagnostic. Then respond back with the confirmation number.

Would you have a spare Ethernet cable available? If yes, please attempt to swap the cables from your Sonos Boost.

Let me know if that improves anything.

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B

Bdubs

Lyricist III

Sebastien, speakers show up in the app so that’s not the issue. Cannot add music to the queue when trying to stream music. I also can’t pull diagnostics when this happens. I’ve tried multiple Ethernet cables with the Boost.

R

RAB II

Lyricist I

I am having the same issue since upgrading to S2 app, all of my speakers show up in app, however cannot play any music through them. Tried rebooting xfinity router, no luck.

Sebastien D.Answer

Sonos Staff

Hi folks

It appears that your devices have no cloud connection to our servers. Moving forward, we'd like you to give our support team a call.

When doing so, please have a laptop or computer at the ready, as we may wish to do a remote session. You can download the application for the remote session at Sonos Remote Assistance.

Help others find useful content by clicking the like button and selecting best answer to your question.

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