Customer Services

Lots of people having issues so support is getting slammed. It sucks but the only option is to wait. Such an avoidable waste of time if they didn’t release this buggy app. 

It's so disappointing!

I just want my old system back that actually works! 

Updates are rolling out weekly (/weakly??), with one just having landed an hour ago in app stores. Try updating to the latest version and see if that helps.

Maybe turn off your device/phone fully once the app is updated, then turn off all your speakers (at the plugs), then your router. Then turn the router back on and let it fully start up, then turn the speakers back on at the plugs, one-by-one. Once all speaker lights are on, turn your device back on.

I have an open case & tried all that. I've even split my system 2.4 & 5 ghz

I can't speak to anyone without waiting hours on hold. 

I feel let down by Sonos!

Moderator Note - Removed case number from post.

I don’t think there’s a need to split your routers WiFi bands, as long as they’re not each isolated from the rest of the LAN, that’s unless your router is perhaps mentioned on the incompatible hardware list and/or because it does not allow SSDP multicast packet discovery between the controller device and Sonos products on the different network segments. It’s most unusual these days to have that issue … normally that is now only an issue (mostly) with some WiFi extenders, some of which can mangle the MAC addresses of devices connected to the access point. If you want all on the 2.4Ghz band for a reason, then it might have been easier to use SonosNet instead by wiring one product only to your main router.

(edit: If switching to SonosNet, power-cycle any products that perhaps are stubborn and do not switch within 5 minutes, or so).

The Sonos advisor was the one that told .e to split my wifi. I'm using a Sky router with a sky q box & one small sky mini box. He said they act as extenders. I believe that the splitting reason.

I haven't heard about Sonosnet. I was told once I got a sonos boost all would be perfect again. Couldn't be further from the truth! 

The Sky boxes do act as extenders if you are on Sky wifi, which you appear to be. 

SonosNet is the wifi network that the Sonos speakers create to connect to each other, when one of the speakers (or Boost) is connected to the router by ethernet cable. This takes them off the home wifi and can make the system more reliable. 

I have heard/read that SonosNet is being discontinued with newer speakers but are you able to connect one of your Sonos speakers (or Boost) directly to the router by ethernet cable? Then leave it for five minutes and see if things improve? 

(Someone might shout to say SonosNet is no longer a thing, or that the Boost is no longer supported - but maybe give my suggestion a try anyway?)

In addition to what @Rhonny rightly mentions, you may find this link/thread started by Sonos Staff perhaps useful too:

Yes, I have my boost connected directly via Ethernet cable to my router. 

I am on Syk wifi as you said.

I’ve been on hold for 1.5 hours….this is a joke. 1.5 hours.