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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Not sure if anyone else has this problem but I have individual tracks in my Apple Music library that won’t play. The app sits on track for 5 secs then moves onto next track. Sometimes that will again not play so onto next track. Everything fine when from Apple Music but via Sonos app problems. Playlists are now a disaster. Not sure what the answer is.
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.
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.
What did you do to your app???
Can sonos please fix the app and/or at least let people know what's going on? My partners phone auto updated the app and now she can’t access our sonos system, our music library or control our sonos devices. Has sonos been hacked or been the victim of cyber sabotage or something? What’s going on and how are sonos going to fix this situation? shouldnt sonos immediately roll back the app to a version that actually works?
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.
Agreed - it seems to have a complete mind of its own. Says it’s playing something on one speaker but it’s not, can’t get to the other grouped speakers with what is actually playing. Can’t seem to get any control of what is and what is not playing, adjust volumes
Been on Sonos from very early days, loved it but this new version of the app, with all it promised, is awful. If I can’t control my music, which speaker is playing (out of over 10 speakers) and what the volume is, what’s the point of Sonos. please fix asap
100%! I have 15 units. Try play on all - there are speakers dropping out, then rejoining, then dropping out again? It’s not useable at all! Let alone trying to play favourites or trying to alter the volume of individual units? Maybe a child designed this update???? It cannot have been a professional developer surely?
Fully agree, I have the exacts same (full list of) problems.
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?
My frustration with the new app has been massive. However least until today we could use my partners app… the old version… because I ensured she didn't upgrade. Now our frustration is apocalyptic because her app upgraded itself without request or permission. WTF!
Just adding my voice to the list of complaints. The new app is really slow to connect to my devices and buggy as all hell. I have older Sonos kit and I wonder if they just didn't bother testing this app against older speakers at all... needs fixed asap!
Hi All,
I'm afraid I can't add anything other than my voice. My experience since the new app "appeared" (I don't recall chosing an upgrade) has been terrible.
I think I have experienced all the problems already listed. I'm most disappointed by my complete inability to find the Port and linked turntable.
The absolute last thing I need when I listen to music is stress. The new app creates that at every step, whether that is listening to the radio, connecting to Spotify, linking rooms, adjusting volume etc, etc.
I am so disappointed in Sonos. I have gone from someone who used to show off about how cool the system was to being embarrass because I can't change the bloody track.
I do hope that Sonos are listening. I am getting fed up trying to listen to anything anymore.
Here's hoping for a response and update.
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..?
I do agree!!
No answer by Sonos???
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.
Good luck with that
Hi All,
I'm afraid I can't add anything other than my voice. My experience since the new app "appeared" (I don't recall chosing an upgrade) has been terrible.
I think I have experienced all the problems already listed. I'm most disappointed by my complete inability to find the Port and linked turntable.
The absolute last thing I need when I listen to music is stress. The new app creates that at every step, whether that is listening to the radio, connecting to Spotify, linking rooms, adjusting volume etc, etc.
I am so disappointed in Sonos. I have gone from someone who used to show off about how cool the system was to being embarrass because I can't change the bloody track.
I do hope that Sonos are listening. I am getting fed up trying to listen to anything anymore.
Here's hoping for a response and update.
The silence from Sonos is deafening.
And they have the cheek to churn out marketing email after email.
Access to iTunes music library of digitized vinyl songs no longer available. We have 433,88 GB of our own music archived there which we now no longer can access. Desaster.
Sonos, it's hard to believe anyone who could do anything about it is actually reading these posts. Can you assure us otherwise?
Thanks in anticipation
I may add that we have digitized hundreds of thousands of songs from records and CDs in an iTunes library on our Mac, which we now cannot access anymore, never mind being able to steer it from a mobile.
Hundreds of thousands? The local library limit is 65K, so you couldn’t access all of them before either. The post had me up till then (though the “financier” part was a bit of a stretch). Nice try, though!
He may be stretching the truth, but has some very valid points. This app is just horribly frustrating. They really need to listen to their customers and revert or give the option to use either app as they did in S1 S2 launch. They aren’t too big to fail with this big a screw up. App is real good mood riuner. See that, so frustrating I made up a new word….
Admitted…not hundreds of thousands but 43k. Still, I cannot over emphasize the damage Sonos is doing to its image …and potential future. As @jgatie just wrote, no company is too big to fail. The lack of customer communication on your behalf is even more worrying. It leads one to
believe that these feedbacks are not
being read.
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.
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.
A would like to add my concern about the new app.
I am then former happy owner of 6 sonos products
But with new new app and no hope for fixing the issue in the future im in consideration of dropping the system.
A simpel function to make a listing cue where you can add and remove songs is not available nor is the making of your own playlist..
Sonos wants us the keep buying and supporting the company they have to listen to the customers and make the app useful again
Hi All,
I'm afraid I can't add anything other than my voice. My experience since the new app "appeared" (I don't recall chosing an upgrade) has been terrible.
I think I have experienced all the problems already listed. I'm most disappointed by my complete inability to find the Port and linked turntable.
The absolute last thing I need when I listen to music is stress. The new app creates that at every step, whether that is listening to the radio, connecting to Spotify, linking rooms, adjusting volume etc, etc.
I am so disappointed in Sonos. I have gone from someone who used to show off about how cool the system was to being embarrass because I can't change the bloody track.
I do hope that Sonos are listening. I am getting fed up trying to listen to anything anymore.
Here's hoping for a response and update.
The silence from Sonos is deafening.
And they have the cheek to churn out marketing email after email.
I sent the following email to the CEO of Sonos and received a response.
"Dear Patrick,
I am writing to express my concerns with the newly updated app. The first issue I noticed was that I didn't have sound from my sub and play 1 surrounds, only from my playbar. When I checked in the app my sub and both play 1 surrounds are showing as "Network Unavailable". They all were connected to the network and working before the update. I have not been able to get them connected to my wifi network. Three other play 1's and a Move all showcase connected and work as before.
I've noticed that the app is very slow at responding to commands. Also upon opening the new app, it also initially shows that nothing is connected. A few seconds later it shows everything is connected except for the sub and surrounds in my family room. When I go back to the app after a few minutes it again shows nothing is connected and I have to close the app and reopen it in order to see what song is paying, change the volume, etc.
I am also unhappy with two changes. The volume bar no longer shows a volume number which I utilized to set for various rooms based on the number I knew was needed for multi room playback. The other change was to the battery charge on the Move. It now only shows a battery icon. Before the app "upgrade", it showed the percentage charge which was very helpful.
Please issue fixes for these problems.
Thank you for your attention to these issues.
Sincerely,"
SONOS RESPONSE…
"Hello,
First, we’d like to thank you for taking the time to share your feedback with us and with our CEO, Patrick. We’ve received a great deal of feedback thus far, on both the improvements made as well as where we fell short. We expect that feedback will continue to roll in, so we’ll be working through it all in the coming weeks. We also recognize that there is more work to be done on the Sonos App, and want to provide you with an update.
We’re happy to share that we have delivered a couple of software updates in the past weeks reintroducing the ability to add and edit alarms, and initial improvements regarding accessibility.
We’d like you to keep an eye on this webpage for any updates on the return of the missing features.
Thank you again for sharing your feedback with us. We’re working hard to bring missing and new features to the new Sonos App.
If you are experiencing an issue with your Sonos System other than addressed in the article, feel free to visit these helpful resources, or get in contact with us:
