Guessing you are looking at a Play 5 gen 2?

The Ethernet should work, if it does then trying to sort out the wifi issues will be easier.

What happened that caused the speaker/s to not be connected? Did you get a new router? If that is the case, you can do one of two things:

1. Configure the SSID and password of the new router the same as the old router, then reboot your speakers.
2. Connect your speaker to your router/network with a cable and update the wireless information:

https://support.sonos.com/en-us/article/connect-sonos-to-a-new-router-or-wi-fi-network

Apparently, with devices that don’t have BLE, the only way to provide them with new Wi-Fi credentials is to factory reset the speaker.

You can back up your important playlists using my iOS app (see profile).

However, support should not have told you to factory reset to fix a connectivity issue. A factory reset is almost never actually necessary, unless selling your gear.

I connected my speaker to my router with an Ethernet cord.  My music returned, and I was able to play it.  However, I can’t get the network to recognize my device to reconfigure the wi-fi.  I have no idea why the speaker stopped connecting to the network. My mom just came to me and said Sonos wasn’t working.

Have you actually changed router?

It’s possible the wireless radio in the Play:5 has failed. Sonos Support should be able to confirm if that is the case by reviewing a diagnostic when the Play:5 is wired to your router.

Okay.  No, I have not changed router.

I just got off a chat with an agent.  They said I would have to call the number to get a remote viewing.

Thanks.

If you are running the latest Sonos app, another other possible explanation for your issue, is due to a change in wireless security included in the recent update.

• Support ends for WEP (wireless security encryption)

I’d therefore check your router settings, to ensure WPA2 is enabled. If the security is set to WPA that would cause the Play:5 to fail to connect over Wi-Fi.