Amp line-in issue

Hi @tvb9449, thanks for the update and I apologize about what happened that the call got disconnected. You may still contact our phone support team to ask for options or recommendations for the replacement of your Connect Amp.

If you have other questions about your Sonos products, feel free to reach out.

Back to Square One!?!

Yesterday I worked with phone support to directly wire my connect amp to my Xfinity router and it brought the CA back online; it remained online when I returned it to wifi. However, this morning, it’s back off line and the search for new product on the app doesn’t see it. Time to return it?

This has the hallmarks of a simple IP address issue. Try unplugging all Sonos devices from power, then reboot the router. When the router comes back up, plug the Sonos devices back in to power. Wait two minutes for them to boot up and reconnect, then test.

Have already done that a dozen times, thanks. The connect amp comes back online but for only 5-10 minutes then disappears again.

Hi @tvb9449, thanks for the update, and I apologize for this ongoing issue with your Connect Amp, For this issue and it keeps on dropping on your Sonos system, kindly contact our phone support team and tell them that it’s an ongoing issue and it keeps on dropping on your system so that they can provide possible options for a replacement for this Connect Amp. 

Keep us posted on how it goes and we're here to answer any further questions you have.

Thanks Simon, will do and will keep you updated.

Sorry Simon B but phone support has been worthless. I’ve followed the procedures recommended by three phone support technicians. The first procedure did not work at all. The second one asked me to disconnect everything but then disconnected with me and did not call back. The third asked me to unplug and replug the Sonos 1’s but then he dropped off the line too. I had Xfinity run a diagnostic on the router and they reported everything checked out. How can I convince phone support to allow me to return my Connect Amp and get one that works before I buy a competitor????

Hi @tvb9449, thanks for the update and I apologize for what happened. I suggest that when you contact our phone support team, let them know that it is an ongoing issue and let them know that you’ve followed each step but the phone lines are being disconnected, tell them as well to call you back if the line dropped. They should be able to give proper and additional options about this issue. 

Keep us posted on how it goes and we're here to answer any further questions you have.