Skip to main content
Leopard
Trending Lyricist I
February 22, 2020

using Amazon Music on Sonos with 4G Router

  • February 22, 2020
  • 35 replies
  • 1116 views

I have set up my Sonos system, 2 paired play 1s and 1 Sonos One,  with a 4 G Router.  Everything works as it used to on the telephone wire router except Amazon Music.

 

I have deleted and re-installed Amazon Music but the result is the same.

 

e.g. I can search for an artist, display albums etc. But can’t display the contents or play individual songs.   Other music providers like TuneIn are working.

 

how do I get Amazon music to set up and play on a 4g router

    This topic has been closed for further comments. You can use the search bar to find a similar topic, or create a new one by clicking Create Topic at the top of the page.

    35 replies

    Show previous replies
    Ken_Griffiths
    Ken_Griffiths
    February 24, 2020

    Indeed, establishing an ‘owner’ for these type of issues can be a problem in itself, but maybe something can be established from the diagnostic reports.. you might just to need to post your diagnostic references back here and contact Sonos Customer Care direct for them to get examined. My report and screenshots too, from earlier, may assist.

    I would have thought this issue however likely lies with Amazon and/or the 3-Network .. so when I get a chance, I will try my mobile as a WiFi hotspot with the EE network to see if that makes any difference.

    Ken_Griffiths
    Ken_Griffiths
    February 24, 2020

    Leopard,

    Okay .. this time I switched off my home WiFi and my Huawei MiFi device and instead setup my iPhone XR as a mobile hotspot on the EE (4G) network. I used an iPad with the Sonos App as the main controller device. Again I very occasionally use this setup/configuration when travelling and so my Sonos Move speaker connected to the iPhone hotspot instantly, as it is one of my saved Sonos WiFi networks in the Sonos App..

     

    After connecting to the Hotspot I opened the App and waited for the Move speaker to appear (called 'Portable’) ..then I tested with the same 'Beatles' search and a few others and had the exact same issue with Amazon Music .. it times-out and no results show. I tried it a few times and problem was the same as seen earlier with the MiFi device and the 3-Network. So the built-in Amazon Music Service on Sonos, when searching via the App, does not appear to work correctly (its intermittent, at least) whilst using a 3G/4G mobile connection. 

     

    On the other-hand testing these same searches and things with the Deezer Music Service, that seems to work fine everytime ..and plays music to the Move device too from the search results screen.👍

     

    So this test appears to rule out it being the 3-Network exclusively and because the Deezer Music Service works fine on both the mobile tested connections/devices, things appear to point towards the problem being the Amazon Music search and the way it’s implemented in the Sonos App (perhaps?). 

     

    Perhaps importantly, I think we can safely say that these tests (taken collectively) rule out your Huawei 4G router as being the cause of the problem here.

     

    I carried out another Sonos diagnostic report, post testing on this occasion … 619926724. Screenshots were taken, but really they are just the same as I posted earlier, so I won’t bother to post them at this stage.

     

    I hope that further information assists a little further. I will just add the Speedtest of the EE mobile hotspot connection was approx. 23Mbps Download/5 Mbps Upload.

      LeopardAuthor
      Trending Lyricist I
      February 24, 2020

      Ken

      thank you for the update.  You have done a huge amount to satisfy me that it is not something I was doing wrong. After conversations with both Three and Huawei today they also arrive at the same conclusion that the problem lies somewhere between SONOS and Amazon.   The fact that the native Amazon App works drives them to be more suspicious of SONOS;  I am also aware that this is also something to do with the suspicion of the unknown. 
       

      I am not quite sure where this leaves me but  I think without confidence that I will get a solution soon then the 4G router  will have to go back.  

      Ken_Griffiths
      Ken_Griffiths
      February 24, 2020

      Ken

      thank you for the update.  You have done a huge amount to satisfy me that it is not something I was doing wrong. After conversations with both Three and Huawei today they also arrive at the same conclusion that the problem lies somewhere between SONOS and Amazon.   The fact that the native Amazon App works drives them to be more suspicious of SONOS;  I am also aware that this is also something to do with the suspicion of the unknown. 
       

      I am not quite sure where this leaves me but  I think without confidence that I will get a solution soon then the 4G router  will have to go back.  

      The Amazon Music service in the Sonos App is actually not the responsibility of Sonos, at least that’s my understanding. Amazon developers would be responsible for implementing their own service here. I think Sonos just provide the tools and service for the implementation.

      Ideally the matter needs bringing to the attention of Sonos customer care who will likely pass the information along to the relevant Amazon team. There is one issue however and that is I’m not entirely sure that mobile internet connections, or WiFi hotspots, are ‘officially’ supported in this case, albeit that these connections often still do work for most things. 

      As long as the situation here perhaps gets highlighted to the right people, I guess that’s as much as we can perhaps do at this moment in time. Obviously it’s not a major sticking point in my own case, as my home (wired) internet here is fine and I can use Deezer when travelling,

      However it is perhaps a little more important in your case, that’s if you are thinking of using the 4G router as a faster and more permanent solution for your Home setup. 

      LeopardAuthor
      Trending Lyricist I
      February 25, 2020

      Ken,  you have been brilliant  in the support and contCt you have provided.  I have resigned that for the moment that between Amazon, SONOS, Three and Huawei  I will not get a quick solution to this.

       

      Taking stock of what is working I have the following.

       

      1 I have a good, solid and fast internet connection with 4g through the Huawei router, far better than I currently get with the copper landline connection.

      2 The Huawei router provides a strong WiFi throughout the house

      3 I can network my 3 SONOs speakers successfully using the Huawei WiFi and it works well for everything except Amazon Music Services with the SONOS App.

      4 I can get Amazon Music through the Amazon native App using the 4g router without any problems

      5 I can connect to my SONOS One SL using Air play.

       

      So that is what I have done.  Using Air Play for Amazon Music is a bit more chunky than from within the SONOS App. but I can hope that it is not forever until Amazon/SONOS sort out the app utility.  I don’t need to play different music in different room so apart from this restriction I don’t think I can see any other problems;  do you?

       

      As you say this issue now needs to be raised with SONOS Customer Care.  The future of Broadband in the UK is going to be reliant on distribution via fibre but local connection using Mobile  Data (4G and 5G) especially in rural areas.  Even now many new builds are not being provided a landline connection I am sure that this issue is only going to effect more and more people. 
       

       

        LeopardAuthor
        Trending Lyricist I
        February 26, 2020

        That solution still works.
         

          I did start to get a problem where on of the stereo pairs could not be identified.  E.g. it showed as (L + ?)    It looks like although it was part of the network for some reason it re attached itself to the old WiFi which was still switched on.    One or the other of the stereo pair play 1,s keeps dong this but if I turn of the old WiFIi everything seems to stay stable.   Bizarrely it’s not always the same one e.g. it showed as (?+R). 
        I am also never quite sure if I am in a WiFi network or a stand alone Apple Play network.   But for now I am happy that it works. 

         

        Ken_Griffiths
        Ken_Griffiths
        February 26, 2020

        Leopard,

        Perhaps try this…

        Goto your Huawei router settings and set the 2.4ghx WiFi to ‘fixed' channel 6 instead of auto. Then wire a single Sonos device to one of the  routers Ethernet ports… this will switch All your Sonos devices to communicate via a SonosNet signal.

        Then do these two things…

        1. Remove/reset the WiFi credentials in the Sonos App “SettingsSystem/Network/Wireless Setup”. These are not needed when running the devices solely on SonosNet. (If you do ever decide to un-cable the Sonos device from the router, remember to put the 2.4ghz WiFi credentials back here in the Sonos App).
        2. Goto “Settings/System/Network” and set the SonosNet channel to either channel 1 or 11.

        See if that improves things for you. I’m assuming you will have switched off your other wired home router when doing the above as you don’t want it’s WiFi channels conflicting with any of the above… if you do want that router switched on aswell then set it to use the non-overlapping channel 1 or 11 that you leave unused when setting the SonosNet channel on your Huawei device.

        I hope that all makes sense to you.. it will be interesting to see if the above also improves, or fixes, the issue with the Amazon Music searches. Unfortunately I can’t test this here, as my MiFi device does not have an Ethernet port.   

          kgibbsy
          Contributor I
          April 24, 2020

          im having the exact same problem, but all i have is more mystery.

           

          i had a similar setup with a 4g router, sonos and amazon music was working fine but when i got a new contract they sent a new sim card.  When i use this new sim card in the router i cannot browse amazon music either.  

           

          three says its not them

          amazon says its not them

          sonos i cant get through to?

           

          grrrr

           

          John B
          April 24, 2020

          im having the exact same problem, but all i have is more mystery.

           

          i had a similar setup with a 4g router, sonos and amazon music was working fine but when i got a new contract they sent a new sim card.  When i use this new sim card in the router i cannot browse amazon music either.  

           

          three says its not them

          amazon says its not them

          sonos i cant get through to?

           

          grrrr

           

          One would not have expected this to make a difference.  Is this a change of mobile internet provider?

          Have you tried the universal IT solution - turn it off and on again.  The router and Sonos, I mean.

          Can you play internet radio?

          It may be worth changing DNS servers to Google Public DNS.

          kgibbsy
          Contributor I
          April 24, 2020

          same provider three, just new contract and new sim card

          still got the old sim as the contracts are overlapping until the end of the month and when i put that in the router it works perfectly.

           

          new sim unable to browse music on amazon, and it loks like heart radio too

          Show more replies
          Terms & ConditionsAccessibility statement