SONOS App and CBC

Hi ​@Steve_144 

I stated in the first reply to this thread that we are aware of an issue with content not always appearing for the CBC container in the Sonos app, and that we are looking into it. I also stated that we cannot say when to expect a fix.

The status page only really indicates when there is a service outage - when the service, or an aspect of it, does not work for anyone, anywhere, because the service itself is down. Note that as services typically use different servers for supplying Sonos systems with music as compared to when using native apps, it may only be service to Sonos that is down, and therefore checking the native app really won’t inform anyone of anything relating to Sonos.

So the service is not having an outage - it does work for some, sometimes, at the very least. We (you and I - I am sure someone somewhere knows) don’t know if a majority of users are affected or not, so we’re just not going to say there is an outage. At the same time, we are aware that things are not as they should be - yes, there is a known issue, as stated. 

You are a customer of Sonos, yes, but you are also a customer of CBC - have you informed them of the issue? They may well take more notice from paying customers such as yourself than from our engineers. Indeed, we could tell them every day, but if they don’t get any such reports from their customers, why would they put resources into it?

I hope this helps.

Hi ​@Corry P - 

Wondering if there has been an update on this issue?   I see this particular thread has been active for 3.5 weeks, and many users (including myself) have been experiencing the issue for much longer.  

CBC is Canada’s National Broadcaster and an important content outlet for many Canadians.  I suspect many people stream CBC services from both inside (me) and outside Canada.   
 

Is this issue actively being investigated by Sonos?  It would be really helpful if the issue could be isolated to being on the CBC feed side, the Sonos stream/app side, or something else - I think we are all interested in helping to resolve it.

I received this from CBC Audience Relations a little while ago:

Hi there,
Thank you for contacting CBC.
Some users are experiencing ongoing issues with streaming our radio networks while using internet radio devices and apps. CBC is currently working with its third-party vendors to ensure the CBC Radio streaming URLs are updated with the various services that have formal supply agreements with CBC.
Please know that some third-party devices or providers may not have an agreement with CBC and consequently, may not have access to the new URLs. Additionally, older internet radio devices may not be able to support our new URLs. We are recommending that you reach out to the software support team for your device or service and ask them to contact CBC directly.
You are still able to access CBC Listen content on our web platform at https://www.cbc.ca/listen/live-radio. If you do not wish to use your browser and our website, you can download the CBC Listen App in both the App Store (Apple) and Google Play Store (Android) for use on mobile devices.
 
Kind regards,

Nick Evans, CBC National Client Services

Hi ​@PJFB 

No update, I’m afraid, and nor will there be - I have never seen a progress update that did not say “it is resolved”. I will post to this thread when I hear of a fix, but until then, neither you nor I will hear anything.

Hi ​@MadelineK 

I would like to think that that does not apply to Sonos, as we do have an agreement with CBC - as far as I am aware - but I have forwarded your post on just in case.

CBC App services working this morning!  ​@MadelineK - maybe your email to CNC was catalyst.    Wondering what was changed/updated?  This is great.

Magic! Or good gremlins.

I recently tested three different AI apps—Copilot, Gemini, and ChatGPT—to investigate some issues I was experiencing with SoundCloud and Sonos. All three reported that there were known, ongoing problems. However, after digging deeper, I discovered that the issues they referenced were actually over six months old.

To get a clearer picture, I logged into Sonos support and started a live chat. During the session, the tech support agent asked me to try a few things and report back. While I was reporting back and typing detailed follow-up the agent abruptly ended the session.

Now, I’m not upset about the session being cut off—that happens. What really bothers me is that the Sonos blog seems to be interfering with how AI apps retrieve and interpret information. If AI tools are struggling to parse or access accurate data from this blog, I can only imagine how frustrating it must be for regular users trying to find help.

At this point, I feel like I’ve hit a wall. I’m throwing my hands up and walking away.

Have a Nice Day,

Steve

Moderator Note - Removed case number.