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maupert
Contributor II
November 25, 2024

Drop out speakers and music

  • November 25, 2024
  • 13 replies
  • 240 views

I do  not know how long ago I bought my first Sonos. But it is a long time ago. More then 15 yeas ago I think. In the beginning it was great. But slowly it became less and less stabile during the years.

My wifi and cabled internet is stabile. Always +500 mbs. All systems in house are working properly. Internet on computers, alarm, solar panels etc.

So I do not understand why I have Sonos drop outs frequently. Boxes and music. And sometime the Sonos boxes work and then after +/- 10 sec numbers are stopped. Not talking about the speed of the app. It is terribly.

I tried to contact support by phone many times. Always ques that are longer then 60 minutes. So waiting was no option.

What are my alternatives? Anyone good ideas?

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13 replies

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maupertAuthor
Contributor II
December 26, 2024

Everything is now on a static IP address. After that I restarted the whole system. It seems to work better still sometimes drop outs. Not working fast enough. Any new idea's? Can it be that one of the boxes is disturbing the whole network?

 

Stanley_4
Stanley_4
Grand Maestro
December 26, 2024

Easy fixes aren’t working you are down to waiting for an issue, submitting a diagnostic and calling (call!) Sonos support to have it looked at.

blreindl
Enthusiast I
December 27, 2024

I have been reading suggestions to call Sonos support, and that often does not help. My case has been escalated to level 3 engineering since late May.  The engineer is very patient in working with me. We have had about four phone appointments and 120 emails back and forth. He has taken over my computer at least two of the times to make sure router settings are correct. He has changed settings in iPhone 14 with latest software. However, I still have issues with dropping speakers.
 

The current set up is Beam gen2 connected to Ethernet (at engineers direction) linked to sub mini (also on Ethernet).   BTW, I was only on WiFi before changes in May with no problems. Then level 2 said to connect with Ethernet, but still had problems. Level 3 said no to Ethernet, Sonos is designed to work better on WiFi. When that didn’t help, he had me go back to Ethernet.  I was directed that when I go to Sonos, I had to uncheck every speaker, then click the Beam to be the lead. 
 

Then, I have 6 OneSLs, four are set up as pairs and the last two are solo. Two of the SLs are gen 1 and, and the rest are gen 2. Finally, I have a first gen Roam. My router is Netgear Nighthawk RAX54v2.  Internet is 1gb from Spectrum. 
 

Several of you from the community gave me suggestions last Summer and Fall. Thank you. 
 

I am beyond frustrated and don’t know what else I can do.  This week alone, I sent four diagnostics via email to the engineer with details of the problems which do include missing volume sliders, dropping speakers, the app not updating to show current song playing in Apple Music. This corrects itself when I force quit the app and reopen it. The engineer checked my phone settings, but that has not helped. I have not had a lost system. 
 

What do you all think I should do?

Thank you. BR

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