I have had no end of problems since the new app was launched - mainly speakers dropping in and out, disappearing etc. last week I spent 2 hours on the phone to Sonos tech support, the upshot of which, they wanted me to re-configurE my router and sent an email with detailed and quite technical instructions. They told me to ring my ISO provider and they would be able to walk me through what needed to be done. I calleD my ISP provider and after another hour or so on the phone with them, the upshot was they would not help make the changes Sonos were requesting because they provide the router set for optimal performance and any changes would over-ride that and could cause malfunction.
Personally, it seems ridiculous to me that Sonos are requiring their customers to modify their so that there system can work on them - my router is a very common one here in Australia and prior to the new app, there were zero issues with Sonos performance. Feels like a way of Sonos shifting blame for their catastrophic failures.
Interested to know if others have received similar advice from Sonos technical support? And if so, how did you deal with it.
Also, surely there is a class action coming for Sonos for their shameful behaviour and breach of promise. Keen to join it when it does.
I’m sorry that you’re experiencing problems - and I agree that you’re not the only one to have issues.
That said, there are many more users that are having few or no significant issues. I’m one of the fortunate ones: my system and the apps (PC and IOS) are performing just fine.
Even before last year’s app fiasco there were times when (probably due to network or wifi issues) my app took a few minutes to establish a link to my system or a speaker on it. That actually seems to be less frequent now, in the new app. Normally I can return home, fire up the app and get music playing immediately.
I realise this is not necessarily what you want to hear, but the fact remains that for many users, their system is fine.
I sincerely hope you can resolve you issues quickly.
What network kit and router do you have? Is it a mesh system? How is it configured?
An “optimally configured” mesh system is probably set to channel-hop; due to the demands of continuous streaming demanded for music streaming, Sonos works better if the system is locked to a specific channel. Even a simple change like that could produce significant improvements for the Sonos system, even at the cost of being “sub-optimal”.
But tell us your config and maybe someone can offer help. Or, try what Sonos suggested. If it doesn’t work a full reset of your network kit will return it to the default setup again. What do you have to lose in trying it?
Thanks @nik9669a , I appreciate you taking the time to respond but with all due respect, you sound like a Sonos employee. “An optimally configured mesh system” - I have seriously no idea what you are talking about and there in lies the problem. It seems that if you want a working Sonos system in your home you now need a level of tech knowledge which is beyond me, and wasn’t required under the old app.
No, I’m not a Sonos employee - they are identified as such when they comment in these forums - nor do I get any payment or benefit from them or anyone else for contributing on the forums.
You used the phrase “optimally configured” in your first post - I was simply offering an example where a mesh network (which you may or may not have; you’ve still not told us), which is an increasingly common type of home network, may degrade Sonos’ reliability.
For the record: when I upgraded from the old S2 app to the current version I made no changes to my network. Despite that, my system worked and continues to work. And I’m no tekkie so I was relieved that it was so. Mine is not a mesh network.
Since you seem unwilling to try anything to fix your issues, which may or may not be related to Sonos - we may never know - I’ll continue enjoying my system, wish you the very best, and leave it for others that may wish to comment further on this thread.
Thanks @nik9669a , I appreciate you taking the time to respond but with all due respect, you sound like a Sonos employee. “An optimally configured mesh system” - I have seriously no idea what you are talking about and there in lies the problem. It seems that if you want a working Sonos system in your home you now need a level of tech knowledge which is beyond me, and wasn’t required under the old app.
It’s not you, it’s Sonos. You bought a plug and play system and it seems for some people this is no longer the case after the disaster change one year ago.
No, I’m not a Sonos employee - they are identified as such when they comment in these forums - nor do I get any payment or benefit from them or anyone else for contributing on the forums.
You used the phrase “optimally configured” in your first post - I was simply offering an example where a mesh network (which you may or may not have; you’ve still not told us), which is an increasingly common type of home network, may degrade Sonos’ reliability.
For the record: when I upgraded from the old S2 app to the current version I made no changes to my network. Despite that, my system worked and continues to work. And I’m no tekkie so I was relieved that it was so. Mine is not a mesh network.
Since you seem unwilling to try anything to fix your issues, which may or may not be related to Sonos - we may never know - I’ll continue enjoying my system, wish you the very best, and leave it for others that may wish to comment further on this thread.
Thanks - for clarity, I never used the phrase “optimally configured”, so please don’t mis-represent me. You also assert I am not willing to do anything to fix my issues. I am unsure on what basis you make that assertion? For the record, I first contacted Sonos in relation to these issues in December 2024 and since then I have been back and forth with them more times than I care to remember trying to get the system to work as it should - this includes numerous resets/re-boots/system diagnostics and on it goes - the last request was that I contact my ISP and get my router re-configured, which I did, as you would have read in my original post. I would encourage you to avail yourself of the facts before making unsubstantiated claims.
i am very happy for you that your Sonos system works well, but the fact of the matter is, for many many people it does not and that is simply not good enough and their response has been disastrous - slow to acknowledge there were issues, unwilling to re-instate the old app which worked well, continuing their marketing campaigns as though nothing was wrong - essentially misleading their current and future customers and now, in my case at least, requesting I re-configure my router to enable their products to work.
Check here to make sure that your SONOS units are compatible with the controller that you are using.
I hope you clicked the link suggested by @buzz. You’ll see that your Play 5 (Gen 1) is only compatible with the old S1 controller. The Beam (Gen 2) is only compatible with the Sonos App (previously S2).
You are essentially running two systems but neither is optimized for whichever controller you are running (S1 or Sonos App). Therefore you have drops and missing speakers. Furthermore, If you have a Bridge or Boost in the mix your problems are even more complicated. They should be removed as they are outdated and known to cause problems.
Here’s an option to run everything on the Sonos App (S2)
- Unplug all Sonos
- Do not Factory Reset any Sonos product
- Place the Play 5 (Gen1) in storage
- Place the Bridge and/or Boost module in storage; if you were using either
- Remove the Sonos controller (S1 or Sonos App) from your device
- Reboot your router and let it come back
- Reboot your device and connect to your routers WiFi
- Plug-in your Sonos 1 x 1
- Wait 3 Minutes after plugging in the last Sonos unit
- Download and Install the Sonos App (Not the S1 version)
- Select “Join an existing system”
- Look for verification check mark that system was found
- Sign-in with your credentials
- Test your Sonos
If you still want to use your Play 5 (Gen1) click here to learn how to run a Split Sonos system. Be sure to click the additional links found on the page.
Thanks, sounds like a job for the weekend! I will see how I go. Appreciate you taking the time to share
Thank you, my products are compatible with the current app, supposedly (!)
What???
If you are still using the Play 5 (Gen1) and Beam 2 neither is compatible with the same app.
So rather than keep us guessing...what Sonos products are you using now and is there a Bridge or Boost being used?
Edit: I guess our posts crossed 
Sorry, I think I’ve posted the wrong products in my profile, when I spoke with Sonos they assured me all my products were compatible. Thanks for your help, much appreciated.
