I call them ‘past customers from bygone days’ - especially when they publicly openly broadcast online they have decided to not purchase one of the newer more recent products and demonstrate they had not kept up with the company developments in more recent times, but wanted everyone to know they joined the forum here just to tell ‘other users’ their future intention to not purchase - sorry, but for me that does not, in my view, show loyalty, either in the more recent past, the present, or going forward. I’m also entitled to express my view as I see it and that’s what I was seeing. Loyalty, perhaps in the distant past, but very clearly it’s not the case in more recent times.

You're entitled to your view, of course. And everyone else is entitled to disagree. 

I would say that technology has changed our definition of who customers are in many ways, and it could be argued that your opinion also belongs to a bygone era too. Again, that's fine. 

But what is Sonos? A home audio company that produces hardware? A software company? Or a hybrid of both? It's the latter, and as long as users require the software and it's associated updates to use the products, they remain as customers, and at the mercy of Sonos. 

New APP is so slow, takes so much time to recognize a new song selection or even changing volume while song is playing. It’s not my phone, it’s not my wifi. Something is up with this latest app that was not happening with the previous version. Anyone with similar frustrations? Any fixes?

When is Sonos going to get their app working? I'm getting tired of dealing with the many problems I face daily trying to get my system to work. Just to work! Should I just throw everything away and get a Bose system? Whoever you have updating your app should be fired! And sonos should hire a decent coder! And GET THIS * FIXED! You went from hero to zero real damn quick! 

*Moderator Note: Modified in accordance with the Community Code of Conduct.*

The new app is disastrous. It is not fit for purpose. It is impossible to reach customer care - 80 minutes minimum wait…

I’m not sure it is the app at fault. It works very well for me. I feel it’s more a change in the way the speakers communicate with people’s home networks and then onwards to the app. The app is the same for everyone - the only varying factors are people’s speakers and networks/wifi/routers/mesh and device on which the app is installed.

What I find odd about all of these “new” network issues with the Sonos eco system is that most of us are not network specialists and as such we have standard “out of the box” solutions that are delivered by our ISP. The most significant variation between us is probably the other devices that we have in our homes.

I agree that there are likely changes being implemented to the speaker operating system that are causing some of the problems but these are “invisible” to the average user which is why the focus is on the App.

I do believe that there is something fundamentally wrong with the design for this new Sonos App/OS though. Until the last update I was one of the “lucky” ones who could use their local library albeit with restrictions. The latest update wrecked that for me so I’m hoping this weeks update will fix it.

I completely agree. The update has screwed a lot of systems that were working, and no-one should need to have any network expertise to get it working. I’ve said before the operation of Sonos should be seamless and almost invisible, not this monster yelling in people’s faces. 
But per my post, I do have a sense that the app itself is not at fault, especially as it is just a means of controlling the functions and settings on board the speakers.  

Rhonny

I am sure it is the App because nothing else has been changed.   I am lucky enough not have speakers,  but have only the Port.   I am able to reach a only BBC Radios 3 and 4 plus one or two other stations,   but none of the German or French classical radio stations with the new App,   which I always accessed without any problem.   I have received no satisfaction from the offers of help from Sonos people and the first time I tried to call after waiting for over an hour,  I was not even told it was a problem for most users.

I am looking at Bluesound as a substitute for the Port.

After two months of Sonos claiming they are working on their App,   I cannot see how they will  fix it.  

@Rhonny I think we are in danger of agreeing  The App is part of the problem but it is not all of the problem, the speaker OS is clearly an issue as is the development process that Sonos are following. Environmentals will also be a factor and I would say that the “messy” code they wanted to replace was a “mess” in part because of having to code around idiosyncrasies they found and fixed in the old app.

There is a reality with coding about “messes” and that is they happened for a reason.

I’m delighted if we do agree. I’m not unreasonable, try to be helpful where I can (the primary reason I come on here), but I do tend to also point out idiocy/overreaction/indignation/entitlement/ridiculousness where I see it - and the act of trying to quell anger with rational thinking does often lead to accusations of being a pro-Sonos troll because I am not mirroring/echoing their anger which is what everyone seems to want…. 

It’s a little slow in one, or two, areas, but not what I would call unbearable, maybe it’s your LAN subnet or WAN connection that’s perhaps slow. The App here takes about 7 seconds to open and discover/load 25 Sonos devices and 18 music services etc. I’ve attached an example of what I see with the App for you to maybe compare.

My local WiFi is WiFi-6 and the WAN connection is 1GB/s d/l & 100MB/s u/l.

Have you seen this by @controlav ? 

https://www.linkedin.com/pulse/what-happened-sonos-app-technical-analysis-andy-pennell-wigwc

seems that it’s probably the app and the way it communicates with your hardware and the specific types of Sonos hardware you have on your network. 

more here:

https://www.reddit.com/r/sonos/s/Dgik7id6Qd

https://www.reddit.com/r/sonos/s/h5ToWuoSzD

The article by @controlav confirms with, technical detail, what many of us have suggested around the architectural changes being part of the issue, Definitely worth reading. 

My chief complaint is getting connected at all to my speakers. I have the playbase, sub, 3 satellite speakers and a sonos move. At any start-up/daily, I turn the TV on which is where everything for us comes from, TV, Pandora, uTube, Spotify, everything, sound comes out of the sub, playback, 2 satellites. Adjusting the volume or getting the 3rd satellite or the move turns into a 20 minute project. I'm the first to admit this stuff is not my strong suit. But the sonos app was updated and everything s*** the bed!

Moderator Note: Modified in accordance with the Community Code of Conduct.

Rhonny, if you truly believe they cannot fix this app, is there anything they can do about this mess? Is this it? Graham wrote that he feels strongly that people like me that are willing to jump ship are not loyal to the brand. Okay, fine! I was loyal to my ex-wife until she cheated on me and our daughter cought her. We'll, my loyalty faded.  I paid around $5k for my system and its installation. My belief is, I paid them to be loyal to me! Where are they today?

Besides, who Bata tested this before rollout? 

The CEO says he did most others would be bound by nda. 

Yah...Not bloody likely!  I'll stick with the one that works. Kinda ballsy SONOS, forcing the update with what's going on that past 6 weeks.

Then you’ll never know if it might improve things - it’s just another update on what you have already, so I don’t understand not wanting to update, its not like you’re still using the older S2 App and 16.1 firmware.‍♂️

Truly the worst update I have experienced with Sonos. Have dealt with several updates that supposedly made things better but seems to be getting worse. I think they are not actually checking this out with people who use Sonos and actually testing away from the lab.  Who was the brilliant one who felt that signing in each time you open the app was necessary?

I am actively looking at moving away from Sonos which is a bit irritating but MUCH less than the current app. 

That article explains a lot, thanks for sharing. I mainly use the app on iOS to play streaming music/stations, I have a Sonos 1, 3, and Move. Maybe they are getting old, but worked flawlessly with the previous app, which I cannot revert back to. If the age of the device is an issue that will be phased out, they shouldn’t be so expensive, or there should be a trade-in option. Or maybe I am not the target buyer.
 

Graham (and @controlav), thanks for the article.
 

Sonos, do better. 

Lol. Update: Sonos radio station loads immediately. Everything else takes forever. 

The latest update seems a lot quicker, I thought, but I guess that may perhaps come down to LAN/WAN connections locally.

Without the excellent SonoPhone app my local library collection of 1,540 albums would be pretty dusty by now. Sonos have sunk so low in my estimation it will be many months, perhaps years before they get back to anywhere like their pre-May ‘24 position. No more purchases until then.

#fixtheapp