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I am in need of help getting my sound system working.  I’m in line for tech support (again) and have been waiting nearly two hours.  I’m waited repeatedly over the last few days (70 minutes at a time) and spoken to tech support, but there has been no resolution to my problem.  My issue is that my speakers drop in and out randomly, and it’s not necessarily speakers that I've selected dropping and coming back (although that happens a lot), it can also be speakers that I didn’t selected jumping in.  Songs skip, volumes swing up and down, and although the app shows that I select speakers to play, the selections are often ignored and unselected as soon as I leave the screen.

 

With the previous tech call, the tech identified that there are network conflicts and he asked me to set specific channels for my 2.5GHz and 5GHz wifi.  I have a the latest Wifi tech, Orbi 970 mesh, extremely fast and very reliable.  Although I upgraded recently, I have been having this problem for a long time with my previous network, which was an Eero mesh.  I do not have channel/band steering on this router and I do not have the ability to create an additional SSID.  The SSID’s that exit are the main, an IOT and a guest.  I would try forcing the Sonos equipment off the main to IoT or guest if it would help, but I can’t find a way to do that without reinstalling everything.

 

Bottom line, I have an extensive Sonos setup in my house and spent a lot of money on this equipment.  Now I find it completely unusable and despite multiple attempts to get support, nothing is working.  Is the problem that Sonos equipment is not compatible with mesh networks?  In any case, I am desperate for an answer and a solution.  I need my equipment running reliably very quickly or I will have spend all that money again with a different solution, which I really don’t want to do.

Adding to this saga - Finally, after 2 hours, spoke to someone from tech support!  After another 2 hours on the phone with her trying everything she could think of, the issues were still not resolved.  So, she ended up escalating to level 2 support.  She told me I will receive an email within 48 hours with a link to schedule an appointment.

I did, after a couple of days, receive that email with the link.  However, when clicking the link it brings up a calendar with zero availability.  And I do mean zero, I looked days, weeks, months and years ahead and zero availability!  There is no direct number, email or chat to go to resoled the calendar issue.  I tried  the general support chat to see if I can avoid waiting in the general support line again, the site showed that chat was available, but after entering my information and reason for the chat, the response was that chat was unavailable.  This has happened every time I have tried to use chat.  So, back on the phone to support (to schedule an appointment with level 2 support) and of course, the wait is “estimated” at 70 minutes.  That same estimate every single time I call, that always ends up exceeding 2 hours.

I find it difficult to believe that this terrible and total lack of customer support is attributable to bad process, systems, staffing or simple incompetence.  It appears more deliberate to provide a completely inconvenience and massively time consuming experience, so that those annoying customer give up bothering them! 

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