The new Sonas app is awful. It typically will not connect to music even when the music is playing, hence I cannot switch the music of,
but worst problem is trying to control the volumes of the various sonas speakers. Even when I adjust the volume in the app it mysteriously changes itself back to the other setting.
trying to adjust volumes is almost impossible and VERY VERY frustrating.
fthis app should not have been released in such a dismal and poor state. It really damages Sonas reputation and brand.
when will these problems be fixed..?
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When will the old app be reinstated? I'm ready to give up on Sonos, the new app is so unreliable!
Glad it’s not just me, disappointed It stays locked to one zone and won’t change despite changing on app. Using Spotify from inside the app is only way I can avoid spurious music playing in other zones
Dear Sonos,
I agree with all the app issues above. Loved the product for almost 10 years. We expect it to at least play music, it is WORTHLESS RIGHT NOW. I have purchased JBLs to REPLACE YOU until you FIX THIS.
Here’s a few ideas to fix.
GO BACK TO THE GOLD SONOS 2 APP THAT WORKED UNTIL YOU FIGURE THIS OUT.
be PROACTIVE - publish the top fixes/ideas to your users. We can’t even call customer support- wait times of 1 to 2 hours
Implement EXCELLENT CHAT feature for customer support.
it’s become clear in the last 2 releases you are NOT a good software company. GO HIRE BETTER PEOPLE, software engineers, QA. Put processes and beta test in place and DON’T RELEASE horrible apps with so many problems.
You are introducing too many product lines, you have stretched yourself too thin. You are not capable of executing your business plan. BEFORE YOU LOSE YOUR ENTIRE REPUTATION, REGROUP AND FOCUS.
Asking us to sift through your poor communmity system IS NOT A FIX. Users are good people, but YOU NEED TO DO MORE.
GOOD LUCK - we all hope and pray you figure this out. If it continues, you’ll lose our loyalty and we’ll move on to other products.
Totally agree with the massive frustration around the new app. I feel extremely sorry for the people in the support centre who have no idea how to help and bear the brunt of frustrations. I’ve lost nearly 9 hours of my life over 3 calls (mainly waiting). On every call I was asked exactly the same questions even though I had done a diagnostic and had an issue number.
I have been a customer since the early 2000’s. Ive bought more than 21 products. Not only has Sonos been unable to help they haven't even been respectful enough to send an email of apology, explanation or fix timeline. Unless something happens very soon there will be more than 21 extra sonos products on ebay. CEO seems to be hiding Thats just weak.
It’s both comforting and disappointing to read that it’s not just me struggling with my Sonos system with this new app. I was very excited to purchase the new Ace headphones and now I’m hesitant. I can’t even get my current system to work properly with my phone or laptop...I have very low confidence in adding a new product to the mix. All of this and now I also have to use a web app. Not a fan.
The unbelievable hubris of the Sonos leadership to spit in our faces and tell us it’s raining. Almost with a “like it or leave it mentality”; which is astonishing.
First, Sonos, your products are not cheap. Many of us have serious investment in your products which are not cross platform and require a functioning app to operate. You are basically telling us that it is our problem and we have to wait for you to get your house in order before we can fully use our products again.
Second, it’s extremely disingenuous to imply that we don’t understand software development lifecycle. Many of us work in the software development and infrastructure world, so we are completely clued in to how to and how NOT to release a new product to market. This product should have been through a rigorous QA and Staging deployment process prior to just shipping it to PROD. This should have included a very rigorous and transparent beta testing process before making the legacy app unavailable. The extremely negative feedback would suggest that despite trying to spin this, you cut corners. You admit that this was a novel product, and not updating legacy code, so following the SDLC is EXTREMELY critical.
As someone who has been in the software business longer than Sonos has existed, my advice to you would be this:
Re-release your legacy app and put this product back into beta.
Fix the BASIC fucntionality issues before working on feature releases (i.e. adding removing products into groups, volume issues, latency issues, playback issues)
Re-add the most popular features from the legacy application and TEST THEM.
Once beta is complete, release to PROD, but also leave the legacy S2 app available with an anticipated EOL date.
This is not rocket science, it’s simple SDLC which if followed, will cause this situation to be avoided in the future.
Im not a programmer and only have a semblance of understanding of the above...but this seems absolute common sense.
It seems that Sonos have let a couple of young programmers ( with all due respect to uoung programmers) loose on this vanity project without any due diligence on the outcome.
As you and many others have said..we've invested in this product and from my point of view it's just been on a slippery slope for some time now. We used to be almost boastful of the fact we had a Sonos system....those were the days.
Dear Sonos
We have systems throughout our home and office and have been supporters and customers since the get-go.
I get that change is hard, and that it take a while to re-learn new apps/programs etc however since transition to this new app, we have had unfortunate situations described as the following:
we have been unable to adequately control volume in each room (the sound is lower than what the tab says, then gets super loud when adjusted)
we have to “set up the system” each time from scratch when we move from home to office since each time we move from home to office it cannot seamlessly integrate (as was perfectly fine with the old app, since each system was recognized and remembered in the app).
There is no way to see on the app where the source of music is coming from (before you would know if it was a stream vs. “apple” vs. spotify etc, source is not detected only name of song and artist is visible).
It is quite hard to isolate different music in each room, not user friendly at all, took 3 different people to figure it out (you must swipe up from bottom to separate rooms which is different then clicking on source on tab up on top to open up all rooms/speakers) but only works on certain pages of app.we have acciedntally embarassingly changed and disrupted the music in other offices with other clients during their personal bodywork and other health/wellness sessions and it is upsetting everyone.
Lastly we have not been able to set up alexa/google assist on any of systems.
pleaaaaase hellllppppp.
Please fix these software issues. I am ready to switch to something else if this isn’t fixed soon.
“Hey, let’s release this new app. But we don’t know if it will work. That’s OK, our loyal Sonos users will help us find all the problems.”
Hard to believe the App got released in this day and age!
I want the old app back.
This new version is a joke. It defaults to my bedroom even though I specify which combo of speakers I want. I seem to be unable to select a set of speakers and then the system to hold to those speakers.
In addition sound then fades in and out of its own accord...or cuts out completely.I am unable to control the volume controls for each set of speakers.
How could this possibly be considered for release?
I'm done. Eight years of loving my Sonos system of 7 products ruined by the terrible implementation of a new app that doesn't work properly with no end in sight. Has it improved with "fixes"... yes but not enough.
I've sold all my Sonos gear and never going back.
The new Sonas app is awful. It typically will not connect to music even when the music is playing, hence I cannot switch the music of,
but worst problem is trying to control the volumes of the various sonas speakers. Even when I adjust the volume in the app it mysteriously changes itself back to the other setting.
trying to adjust volumes is almost impossible and VERY VERY frustrating.
fthis app should not have been released in such a dismal and poor state. It really damages Sonas reputation and brand.
when will these problems be fixed..?
The App is even worse and even less user friendly than before and that takes some doing! Navigating through is impossible and it doesn’t seem to let you switch between rooms like the old one did at least. Annoyed, frustrated and ready to sell my system if they don’t fix this pronto!
Dear Sonos CEO,
I sincerely hope you read the customer feedback and do not become another “Boeing”.
Reading many of the comments, as I have the same problems, I am gobsmacked, why and how come you even release such products. Do you have a process for validation prior to releases ?
I do not want to add any fuel to the fire, but you kill everything you stood for.
Don’t stay silent, get loud and communicate with those who are loyal to the company. Change the company before its too late.
Sonos, are your people reading these posts and more importantly are they doing anything about it. I invested in the Sonos speakers system many years ago and up until recently enjoyed using it, recommending it to friends and family. I now find myself reluctant to even attempt to use it and embarrassed to mention the name Sonos. All in all I feel let down by Sonos and helpless to anything about it as I am sure do thousands of of others World wide.
Hello, I have been a Sonos proponent/fan from the day I bought my original Playbar and slowly converted the entire house to Sonos sound systems all the way to the patio. The ease and connectivity just impressed everyone that came to visit and great sound to boot. THAT ALL CHANGED WITH THE NEW SOFTWARE UPDATE!!!!! It doesn't work, I have lost my entire patio connected to an Sonos AMP and can't seem to reconnect no mater what I do. Controlling the Playbar when watching TV has become a hit or miss situation most of the time it will not connect so no one can control the sound or change over from playing music to watching TV. Naturally I wanted to contact customer service and get some help and it turns out that they are only available during business hours Monday thru Friday! This will require me take a day off to get help. You would think with such an expensive system they would have people available on the weekends to help on a bugled upgrade!!!!!
Please can you roll back to the previous version of the app? The new one is unusable. It’s truly terrible. Not only is it unintuitive, but it doesn’t work!
I am the sad owner of a 12 speaker/connection system. I loved it until this new app. I am a tech geek as a side hobby in life. I built a connected house, of which Sonos was an integral part, upgrading when the S2 system came out. Now it feels like I own something out of the 1980’s, and at least then I could control my music manually .
Please tell me that Sonos is going to fix this. You built a dream system, Sonos. Do not let the dream die because you built a bad app. Reset or fix it, please. I suspect that this is already impacting your bottom line and sales. If nothing else, that should be catching your attention.
Have been a Sono user for over 20 years and frustrated by the number of clicks to switch zones, change music and update alarms. Please regress to previous app.
Sonos? Where are you? Are you addressing those issues? Did I miss a statement or are you really hiding ? I cannot use my system anymore with this app. It does not load, it crashes, it doesn’t show playlists, it stops playing in the middle of a song this is terrible
Hi all,
Sadly I have seeked this forum as I cannot use my Sonos effectively anymore..
i have 4 speakers and eager to add some new designs.. that maybe that a was eager now… their market leading edge is under question..,
however I agree with all the comments here, the difference with the last app is night and day..,
before I breezed through the app, managed different rooms, combined, separated, super responsive and effortless,
now I can’t even change rooms to search for different music upstairs without transferring the music downstairs to the one upstairs, I can’t work it out,
once I put music on in one room on my phone , have to use Alexa to get music on the other one… embarrassing.., trying to Combine speakers is borderline pointless… keeps rejecting the request..,
volume can be a huge delay and i hate this app, which is a million miles away from how I felt just a few weeks ago…
Sonos was famed for its ease of use and app.. maybe not for much longer…
Sonos,
what is going on with this new app? You have totally destroyed your products. When I attempt to use I encounter the following issues:
2- after picking a song it takes sometimes up to a minute for the song to play
3- volume control is absolutely horrendous. You change the volume and nothing happens! Then 45 seconds later it goes up or goes down. It’s even worse if you attempt to do it straight from Spotify!!!
how the hell could a company roll out an update so horrible and still after 4-5 months have done nothing to fix it!!!? I want answers- my whole house is Sonos. RESPOND
My wife and I have been battling with the new App for a month now. We agree with all the comments on here! It is driving us mad. Please, please can we go back to the old App while the new one is fixed. We have always loved our Sonos products but have to seriously consider what else to get if we can’t control any of our speakers!! can’t’ change the music, can’t start/stop the music, can’t adjust the volume, can’t search for music, can’t listen to any music!!!!!!!!!!!?Please help!!!!!!
Basically, it appears that Sonos have introduced the new App without full testing. The Lab rats for this are current customers. It looks like this thread has now run for at least 28 days. Regardless how many times we update the App and Sonos system it remains not fit for purpose. It is quite telling that the previous App had little issues. A sorry state of affairs. If the new products coming to market rely on this then Sonos need to think of the business damage being done to their brand. The CEO and Board need to look at other Brands out there that did not step up and resolve issues and the overall damage done to their business models. Time for sitting on the fence to stop,
New Sonos app totally unresponsive. Volume control is slow & randomly jumping up & down. For a high end system this is pretty poor. Turned my system off last night only to find it playing this morning. Looks like it’s been playing all night.
Come on Sonos, with all the issues & complaints flooding in since the latest update there has been no response from you. Reading the blogs on here I sense it won’t be long before Sonos fans will be moving to other services.
I hope so too but the message has been there 10 day and no progress. The new app is sooo far off the mark that they could at least allow customers to use the old one until they have something better. Many people have suggested this with no response. Indeed complete radio silence except for trying to sell new speaker. I wonder if everyone except the sales team had gone on holiday.
It is an old message from Sonos, I didn’t realise were in June already! It is quite poor, think we all here agree. I feel sorry for Sonos and their reputation in their industry and equally wish I could punch them in the soft places and demand my money back for the speakers. I only have three Sonos units, one of them stopped being recognisable since the update. Can’t imagine how infuriating it must be for those with large sound system or that need sound for their work.
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? I cannot use my system anymore with this app. It does not load, it crashes, it doesn’t show playlists, it stops playing in the middle of a song 
this is terrible 