problems with new Sonos app

The first posts here are 2 months old and there has been almost no progress since then. (And I’m listening the same song for the 4th time as I couldn’t change the list for the past 10 minutes.)

Glad to see the mountain of negative feedback on the Sonos app has finally led to a statement from the CEO who now promises to fix the issues. However, action speaks louder than words. I like many others await the outcome of their actions. Nevertheless, it is shameful Sonos users have been let down so badly, consumer confidence has been shattered! While the CEO starts his letter with an apology, there is no mention of what he will do to address the incompetence endured by users or how he will prevent a recurrence. Sonos should not lose sight of the adage…”trust takes years to build, seconds to break and forever to repair”. Restoring trust means doing the right things and do things the right way. 

So glad I never moved from S1 app - Sonos as a company certainly seems to have gone downhill from the early days when tech support were so reactive - I remember one Christmas Day when I had an issue and somebody was there! 

I never submit comments or reviews as I see enough people already delivering comments I would make.  However with this new app update I feel compelled to share my frustration with the company I have strongly supported and influenced so many people to purchase.  I have literally converted all my family members and friends to Sonos.   Many times being the one that helped them set it up.   
 

I feel this latest software update was incredibly irresponsible for Sonos to release without full testing, which clearly didn’t take place.   I have had all the problems people have mentioned-

system not found

devices no longer found

 asking me if I want to add existing devices to my system

sound cutting out

volume and song changes slow or just unresponsive

it really has made the system miserable and frustrating to use.  If not unusable.  
 

I have spent hours trying to remedy these problems and I am still working on it.  I received countless calls from  all of those that I recommended your product to. 
 

An apology letter from the CEO just doesn’t cut it.  You should reinstate the old app until you have a fully tested upgrade available.  I also feel that you should offer your loyal customers a make good for the frustration and the countless hours that have put into trying to fix this.  I would recommend at least the doubling of upgrade discount that you previously ran, making it 30%.   Just saying sorry and we are working toward upgrading the software does not seem right.   

Pretty unbelievable they still have not rolled back this awful app update.

We said we didn’t want to wait or be subject to their development timeline to re-gain features we previously had, and they shoved their timeline in our face.

They then missed their own deadlines due to problems only we foresaw.

In the end, treating your paying customers of a premium product as live beta-testers was unacceptable 2 months ago, and simply gets MORE UNACCEPTABLE every single minute that passes. 

Sonos team, you might think the finish line is getting closer, but the urgency to roll back this awful update is what’s growing exponentially. Time is ticking. 

ROLL BACK THE APP UPDATE, ASAP.

Same with my iPhone app it's ridiculous any help would be appreciated i have to wait as least 10min before the app works. 

This is driving me crazy seeing this almost all the time. System turns off for no reason, can’t keep resetting it all ..I’m literally wasting my life trying to deal with this stuff. This was a good speaker but it’s beyond a pia now. It’s also become a joke. Not fit for purpose , despite the message from the CEO it really is a monumental mess. 

Sorry but why would you upgrade even with a discount? We are all unpaid invested trial lab rats in this farce. Why get in deeper?  

Hello!  First off, I would like to say that I have been a loyal customer to Sonos for about 8 years now.  We have the Playbar, Surround Sound Play 1’s, Sub, and several other Play 1’s and Play 5’s throughout our house.  We have enjoyed it thoroughly over the years and use it on a daily basis.  I can’t say enough about how much we have enjoyed the products and the audio quality… up until recently when the new app was pushed.  Ever since the new app (seems like about 3 weeks ago now? time is flying sorry), we have had non-stop connectivity issues, volume issues, songs not playing after when try to play them and even some of the speakers sound blown/crackly sometimes now.  This is extremely troublesome as we have spent a lot on what we felt was a superior product and am now having trouble trying to get our system back up and going.  Thankfully the playbar still works since its direct connected to the TV but the remaining 9+ speakers in our house are no longer reliable and are working randomly.  The buttons on them work, when I press play on the speaker it starts, but we can’t get it to play from the app anymore.  I will try to play music on them and it will get stuck on the spinning play wheel or it wont pickup speakers in our house sometimes.  This was NEVER an issue on the old app, not once in years did we run into any issues over hundreds and hundreds of hours of music played.  Is there anyway to roll-back this app to the old one?  Is there any hope for future functionality?  I tried calling in and I’m sorry I am not waiting on hold for 1-2 hours.  I tried the chat feature which didn’t help.  I have all of the devices updated and my phone app is up to date as of yesterday evening 7/31/24.  Still having issues… extremely frustrated and now leery of buying future products from Sonos.

Spent1 hr 30mins speaking to Sonos.We have a new router,can’t connect.Eventually got connected n

but only with an Ethernet cable.Now I can use the speaker in my broom cupboard 😂

Sonos tell me it will be at least another month till they fix their issues.I have disconnected the speaker.put it in a cupboard until Sonos sort themselves out.I am now the owner of a lovely Pure DAB + radio😁