As a long time Sonos fan and supporter I am so disappointed in the performance of the new app, I am very much invested in your product upwards of 6K. The fact that the app no longer works seamlessly is an outrage! I am tired of the delay in response the delay in volume control the speakers not responding the delay in load times and my speakers seemingly doing there own thing, just tonight I added a play three to my basement set of a play three, play one, move and mini sub an each speaker playing at a different time and not sinking was problematic. The sound quality is and has been superb, but the glitches in the app are unforgettable. Please respond with fixes and some positive words that will help us loyal supporters have encouragement that there’s light at the end of the tunnel. I would like to continue to support the product and upgrade my system but until things work correctly I will discontinue purchasing any more Sonos products. Regard David J.
app feedback
I agree. The current app is unusable. I have have two homes and I have had a SONOS system in both. Last year I was recommending SONOS to my friends. Now I am telling them to stay away. Most of the time my phone can’t connect to the system. I need to reboot my phone to get it too work. Once I connect and select some music it will usually disconnect so I can’t turn off the music. The volume on the music will just change for now reason. I will then need to reboot my phone again to connect and this doesn’t always work. I will then go to my PC to stop the music (and this doesn’t always work). I would love to be complaining about features, but right now it is all about connectivity. And it isn’t my WIFI. You can contact me any time.
Vince
P.S. I don’t find your customer service to be user friendly.
Sonos staff are unlikely to contact you, it is best to contact them.
If you want help from the community we can often help.
but right now it is all about connectivity. And it isn’t my WIFI.
How is your system different from the hundreds and hundreds of thousands of systems that are working? If you want help from us,we will need information about your system — including the network components.
Once you’ve decided that the issue must be […] or cannot be […], you are likely to be blindsided.
I feel like I could have written this post or something similar. I see where it’s suggested that you take your specific complaint to support. I’m guilty of the same thing but I have a hard time delineating issues. There’s a pervasive sense of malaise, as if the entire experience has steadily declined without hope of improvement.
Ok here’s a specific example. I have about 5 minutes before a tv show was going to start. I wanted to zip through my kitchen to grab a few things but first, let’s pop on a couple of songs. I have a Roam in my bedroom, where I was going to watch the tv. I have a couple of Sonos Ones and a Sonos Playbar in my kitchen/office/living room area. I always loved this system because it was so versatile. I could play a song in all rooms or maybe blast it in the living area and turn it way down in the bedroom. You all know what I mean. So I go to the App and where are my favourite songs? My solid list of 20 or so. I look through the main page and is it under Sonos Favorites? Yes it is! Ok, pick a song and click “Everywhere.” I can hear it playing out in the living room but nothing on the Roam. The Roam kicks in after 15-20 seconds. It plays for 10 seconds and then cuts out. I’ve already picked a 2nd song to play and the first one is starting to play on the Roam. It sketched out the first song so I prompted the next song to play now, everywhere. Now it’s really screwed up. The three speakers keep playing the first song and the Roam is still trying to play the first song. The display shows the second song but the entire system seems to be confused. I just shut it down and went back to the tv.
I feel like the system will play smoothly if I just slowly touch the Play arrow and let it play whatever it was on the last time it played. It’s like it has to warm up or something. If I don’t touch anything for 5 minutes or so, I can carefully start adjusting volumes and sources. Sometimes I want to have a Sirius news program on in the bedroom and a Deezer music playlist in the living room and perhaps change them all to a local station, etc, etc. That’s what I loved about Sonos is that it could respond to all my requests. Now it’s very painful. The sound is still fantastic. I have an old 5 in my bedroom hoping that I can find a use for it because it still sounds as good as the day I bought it, 20 years ago or so.
I know I should probably spend more time here and find the work arounds and tips and shortcuts but it’s too much like work. I wish I could get it to respond the way it used to and I know the sound and entertainment environment will only get more complex and maybe It’s just me.
Something is slowing network response. It’s best that you work with SONOS support. First submit a few diagnostics before and as issues occur. Network issues leave tracks in the diagnostics. Support will probably ask for model numbers of network components.
Working with support may seem like a waste of time for many users, however, there is a cost to SONOS associated with every support call. If this is a SONOS caused issue, additional reports will escalate resolution — in a effort to reduce costs.
It isn't my wifi. . .
Well I'll agree with that to a point. It is clear that while most Wi-Fi setups do work well with Sonos there are a number that don't. Some are identified and either solutions posted or they are listed as incompatible in the support FAQ.
Sonos does a fair number of things that many Wi-Fi devices don't and has much stricter response need than most. I think, but can't prove, that some of the core operating system code is a bit old too, maybe missing all the latest updates and fixes. All this adds up to Sonos being unhappy while other gear functions well.
So it isn't your Wi-Fi but the interaction between it and Sonos.
The support folks have the tools to dig into this, we users don't have the needed access.
+18
Are all your devices on the latest firmware 16.4.4? Settings-Manage-About Your System.
Something is slowing network response. It’s best that you work with SONOS support. First submit a few diagnostics before and as issues occur. Network issues leave tracks in the diagnostics. Support will probably ask for model numbers of network components.
Working with support may seem like a waste of time for many users, however, there is a cost to SONOS associated with every support call. If this is a SONOS caused issue, additional reports will escalate resolution — in an effort to reduce costs.
Thanks, that’s a very helpful response! I will follow your suggestion and submit a few diagnostic reports and contact Support. Talking to Support is something I should have done right off the bat.
Are all your devices on the latest firmware 16.4.4? Settings-Manage-About Your System.
I’ll check that. I believe I tried updating it awhile back. At the end of the process I got a message saying there was something preventing the update. I’ll try again and take note of the error.
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