Pixel 6a sign in issue.

Hi @deanchristie860 

If you are 100% sure that you are entering it without any error, I can only recommend you get in touch with our technical support team who have tools at their disposal that will allow them to give you advice specific to your Sonos system and what it reports - I can’t guarantee that they can help you, but I have exhausted what I can do through this channel and they will at the very least be able to document this issue and report it as an issue.

I hope they can help.

Hi Corry

i have already been in touch with your support team, and as I mentioned earlier all they could recommend was contacting Google, which as you mentioned, would be a waste of time. I don’t even know how to get in touch with them. 

regards

Dean

Hi @deanchristie860 

Our support agents suggest solutions, and if a suggested solution cannot be tried while you are on the phone/chat, then we will ask for you to try it and see. There is always the option to get back in touch, quote the given case number and continue where you left off. Asking you to contact Google was a non-starter in my opinion, and I’d like to think that only a very few of our agents (ideally none) would suggest it for this particular problem. If you get back in touch and quote the case number you were given (or even just mention that you have been in touch regarding this issue already if you no longer have a record of the number - though I can send it to you in a private message if you ask) and the agent you speak to cannot come up with a suggested solution of their own (or they do and it does not help), then they will escalate your case and you will be put in a queue to speak to a more qualified agent on another day, or they will consult with such a colleague and identify that only a software patch will help and so create a ticket for submission to our developers.

I do understand if you don’t want to go through this process, but I can only say that if a software fix is needed, it will take some convincing, and documented proof of your issue will be required. There may be other users affected, but if they don’t call in either, I can only assume the issue will stay. As I mentioned in my first reply, there was a bug that produced exactly this issue, but it was fixed in an update some time ago - if we are going to reopen the ticket, we (Customer Experience agents like myself, those on the lines, and those who supervise us) need to provide sufficient proof that another software patch is required. I have seen multiple reports of this issue since we fixed the bug, and every one of them was user error.

Now that I think of it, this is all presuming that the Sonos app you have is the latest version - please ensure that it is by checking for updates in the Google Play Store (though I would expect it to update automatically).

I hope this helps.

Thanks Corry

appreciate your candid reply.

regards

Dean