Sonos System can‘t be found by new app

Our AV guy was talking to us about upgrading our speakers to the new generation. After this debacle, I think I’ll get rid of Sonos. What are some other brands that do similar that don’t have a customer service/IT team that has no clue and really doesn’t care about customers.

I am in the same boat, I have a house full of Sonos, and can only control anything from a computer. How is this still an issue. 

Add me to the pile. Most times selecting Add a new system " brings it back to life immediately . Frustrated that chat help gets me into 1 hr rat hole with known problem. Same with live person after 2 hrs. 2x Android phones. Call ended today saying others also have issue and they're working on a fix.

I’ve had 2 new era 100’s since the 11th of may completely unusable because my app has stopped working since trying to add them. Seen a few people in here, over the 6 weeks of monitoring this chat, saying hardwiring can sort it so I’ve spent £74 on 2 x 18m Ethernet cables long enough to reach where the 100’s are (on a wall behind sofa) and also had to buy 2 Sonos adapters at £40 each because the 100’s don’t have a standard port (absolute joke!). Luckily I’m an electrician and running cables is part of my daily work but I’ve spent hours today running in the ethernets. If I had paid someone to do this it would have cost £££. Still awaiting the adapters so will update in here once it’s all hardwired with a verdict.  

Not to mention the state of my house with all the holes in walls I’ve had to cut and patch, if this doesn’t work then what else am I suppose to do

Yikes… I hope you at least tested this before doing through all this work!  Were you able to jack a speaker in locally to a switch using a short Ethernet cable to determine if it worked better this way?

Nope running purely off of others comments in here that hardwired sorts the issue and also during my 2+ hour phone call to Sonos customer support they said the same that had d wired will fix. I have a case reference number of that chat not sure if it is recorded or if it’s just basic info from the chat but if it doesn’t work I will be referring to this when making a formal complaint 

Similar issue once updating. Intermittent loss of products being found in app. I count myself extremely lucky it is not 100% of the time. I would be fuming if it was all the time. I can’t believe the lack of communication from Sonos on this unacceptable issue. I recommend Sonos to everyone amongst family and friends. Now I look like an idiot as they have all can’t use their products. I’m perplexed how it takes so long to release an update to fix this. Come on Sonos! Either fix it yesterday or roll back to the old version of the app until it is fixed. It’s not rocket science. Show some compassion for all your loyal users. 

Does Sonos ever respond or just ignore there buyers problems ?

This is first and foremost a user’s forum.  Sonos reps sometimes post here, but this is not the primary way to get support.  If you require support, I suggest you submit a diagnostic and follow one of the methods here to contract Sonos Support:

https://support.sonos.com/en-us/contact

If you are looking for a statement on the new app and the fixes planned, it’s right here at the top of the main support page:

https://support.sonos.com/en-us/article/the-new-sonos-app-and-future-feature-updates