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ichalif
Contributor I
November 27, 2020

Pandora stops playing and has difficulty connecting

  • November 27, 2020
  • 14 replies
  • 775 views

3 pairs of Play:1s, each with manually assigned IPs. Tested bandwidth on ATT fiber and getting 300MB+

 

System has worked fine for past few years. This issue occurred in the last few weeks.

 

confirmation #: 1535401651

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    Annazel S
    Annazel S
    Retired Sonos Staff
    December 3, 2020

    Hi folks, we appreciate your patience on this. It will be helpful to submit a diagnostic report on the Sonos app after a few minutes when the issue happens and reach out to Sonos Support, as we can take a closer look and discuss it with all of you individually in real-time and create a troubleshooting ticket at the same time. You can give us a call and work with a technician live, they'll start by checking your system health and go from there. They have resources available for advanced troubleshooting, and the tools our agents can use would be very useful in this case to see what’s going on.

     

    If you have any questions or concerns,  feel free to reach out.

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    ichalifAuthor
    Contributor I
    December 8, 2020

    I submitted 3 separate diagnostic reports, but no response other than it might be Wi-Fi interference, which seems unlikely given the other tests I have done. 

    Annazel S
    Annazel S
    Retired Sonos Staff
    December 8, 2020

    Hi @ichalif.

    We appreciate the time and effort you've spent troubleshooting with us, and we feel it would be best for you to continue working with us over the phone in real-time to expedite the process. Those diagnostics that you have submitted will be discussed, and the succeeding steps needed will be advised by the technician you will speak with.

    Our contact information and hours can be found here: www.sonos.com/contact/contact-options

     

    If you have any other questions, feel free to let us know.

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    GaryW1968
    Contributor I
    December 11, 2020

    A few of days ago my system started working fine. Not sure what took place after I submitted a diagnostic report, but whatever you folks did, it worked! Thank you. Hopefully it will stay fixed and I won’t bug you again about it.

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