I bet it's a scam. Lately I've been receiving lots of calls from numbers I don't recognize (that I don't answer). Likely many are political surveys.

Download SONOS controllers only from the SONOS site, APPLE or GOOGLE official App Store.

If any company suggests that you download & install a ‘debugging’ tool, you should be super skeptical. At a minimum, initiate contact through a known good channel—phone number or URL on the company’s public website—before proceeding. Never trust a phone call or email you receive, full stop.

Hi @Tony09 

Welcome to the Sonos Community!

I just wanted to jump in here with “official” word: we do use remote desktop viewing tools, but we only call people by appointment, and then only if a pre-existing case has needed escalation. So, if you have an appointment to receive a call from us, you’re all good, obviously. Otherwise, it’s definitely not us.

In general, @press250’s advice above is sound.

I hope this helps.

Hello @Corry P 

I did have an appointment call with you guys. Since my Beam wasn’t connecting to my app. It just sounded a little suspicious to me that right off the bat he asked for me to download the app without any explanation. Without at least walking through all the troubleshooting over the phone with me. I told him I wasn’t comfortable doing the remote viewing. 

@buzz @press250 thank you guys. I was just double checking I did call the number on the app for support. It just race suspicion when the first thing he said was download the app. I have never had that before. Just wanted to make sure. 

Hi @Tony09 

The Tier 2 agent who called you had probably reviewed the notes on your support case and determined which course of action they wanted to take prior to even making the call - for example, if the issue were a missing room, they would probably want to test pinging the speaker from local device, such as your computer. 

So, if this had been the first interaction, it would indeed be suspicious that they were asking for remote access immediately. As this was not a first interaction, it sounds like they just had a plan for how to go about investigating the issue you had, which involved probing from a local device.

My recommendation would be to reorganise another call and allow the remote access - assuming they call at the arranged time!

I hope this helps.

@Corry P 

Sounds good thank you very much for the help!