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Contributor I
August 15, 2023

Considering leaving Sonos entirely?!

After two and a half years of owning the five I’m considering leaving Sonos entirely. I’ve found the app and the five speaker both to be problematic. The five speaker regularly disconnects, every 3-5 weeks it will disconnect (no internet change, no physical change in the environment where the speaker is) and it will not work for about a week and then it will suddenly work again. Resetting, factory reset, sometimes not always, works. Then go to the app - which is the first step in diagnosing why the speaker isn’t working. The app itself I have a tonne of qualms with. Every time I open it a new section is greyed out or simply unusable. Every time I have this issue I have to look online and I see numerous other people having issues with Sonos functionality as well but its all over the place - archived answers from years ago etc. We’re looking to outfit our house with a complete audio solution in 2 years, I bought the five to “test drive” sonos as a company and tbh I have been defending sonos to my partner on this topic but this week has been the final straw. Please anyone, can you answer why I should stay with this company? 
 

p.s. the in app trouble shooting for this is awful. All it does it ask if your devices are online / on the same network - then the support ends. I respect this is like 90% of tech issues to begin with. But after I answer yes to all those the support can’t simply end at “more information” which leads to 1. Repeat question already answered in trouble shooting steps prior, and 2. Are you logged in? Which I’d love to know but since the app shows me as greyed out with no support on that topic well, who’s to say if its reading me as logged in or not - says I am but the grey must imply something. Finally, the support ends at the more info screen - so if those 3 questions didn’t lead you to a resolve the user is just SOL. 

 

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108 replies

buzz
Grand Maestro
August 19, 2023

I spend 20 minutes collecting only negative comments and 1-star comments.

 

 

 

As you walk through a hospital the lesson will be: “everyone is sick”.

 

jgatie
August 19, 2023

If i understand i need to select each of my sonos devices and click ADD of each? Thats it? I do not need to change any ip adress numbers?

This technique only seems to overwrite to the original ip addresses but does not seem to reserve a permanent ip address for them. At least I don't see a possibility in the advanced LAN settings.

But under internet my check box is set to: Get Dynamically from ISP

I can select: USE STATIC IP ADRESS instead...

 

Click on the circle to the left of each of your Sonos devices, then click Add.

ratty
August 19, 2023

According to this post @Thewizard2000 has wireless bandwidth problems. 

Ken_Griffiths
August 19, 2023

@Thewizard2000 

See this video at 1m-30s onwards on how to reserve an IP address on Netgear routers. 
Note you can alter the last octet of the address too, if preferred.

 

jgatie
August 19, 2023

According to this post @Thewizard2000 has wireless bandwidth problems. 

 

Then they need to wire one Sonos unit to the main Orbi hub and set the Sonos network channel to something the Orbi isn’t using.  This will have the extra benefit of allowing devices on the 5 GHz band to access Sonosnet on the 2.5 GHz band, freeing up yet more bandwidth. They also need to refrain from any bandwidth hogging settings on the Orbi, such as channel swapping or anything which uses more than the standard number of channels. 

August 20, 2023

Just tossing in something here from what @Corry P said more than once here some months ago: he has seen no need for IP address reservation for every Sonos troubleshooting he has done and thinks it is not needed. Now I don’t recall all the context for this as to whether this applies to what generation of Sonos that is working on what kind of WiFi and maybe he will step in now with more guidance. If I recall correctly, in the recent Sonos FAQ on fixing WiFi issues, IP reservation does not find a place.

And as I recently rediscovered, troubleshooting has to follow a one change at a time process else even when things work you never know what change made things finally work so there is no real learning for the next time.

Finally, I haven’t needed Sonos support for years now and I suspect that quality has gone down; my experience of diagnostics sent by email and subsequent back and forth over emails and by a follow up call when needed was always very good.

August 20, 2023

Update to above: since the FAQ is linked earlier in this thread I looked it up and found that it has been update with a recommendation for IP reservation, but in the thread itself the remarks that it is not needed are still there as is this one: To be honest, I’m a little puzzled over the current proclivity of community members to suggest static IP reservation. If it works, it works, but I never found a need. I actually have static IPs on my home network (for pihole, PC (back when I used VNC) and NAS), but not for Sonos or phones/tablets.

Make what you will of this.

All my Sonos units have reserved IPs. None of the Echo devices do because they did not seem to need that to work fine and I was too bored to sit doing this for them when it did not seem necessary.

buzz
Grand Maestro
August 20, 2023

It depends on the router. Some routers manage DHCP address assignments better than others. You can get lucky 100 times in a row without reserved addresses, then the phantom strikes. It’s a “never happened before” event, therefore something must be buggy or broken. Since program or device XYZ was the latest change, it must be the perpetrator.

Even though it may seem lame and unnecessary, address reservations prevent issues.

World-Class Superstar
August 20, 2023

Even though it may seem lame and unnecessary, address reservations prevent issues.

FWIW: I've reserved all IP addresses of my Sonos gear (and of everything else on my home network, for that matter) some 10 years ago. Since then never ran into any problems with Sonos. Everything running smoothly since then, even after moving on from S1 to S2.

Chromatic Producer I
August 20, 2023

I’ll definitly try this today, but if the static feature resolve the problem then a update of the firmware would be recommended since this should not be made manualy.  The system should alocate is own ip manualy and switch and ajust if encounter a problem by itself.