function - Sonos App

There are tens of thousands of similar systems that are working well. Describe your network for us. Models? What is wired? Wireless? Are there any network extenders or mesh points? What device are you using to control the system? Is this an S1 or S2 system?

I don’t recommend Factory Reset without further consult.

Really? I see so many people online complaining about their Sonos not working. Are yours really working seamlessly? Do share any tips please!! 🙏

We have Comcast wifi with several Eero mesh involved (I know others complain about Sonos not working well with mesh, but we need the wifi strong for working from home so we’re sort of stuck with the mesh) 

Attaching several screenshots + some answers: 

• All wireless
• S2 system (apparently, per the screenshots) 
• All the speakers were purchased 2018-2020 I think (so yes they’re older, but I assumed they’d keep working?) 

These screenshots show what’s typical for us -- every time you open the app, most of the speakers are offline or can’t be found. If you click in, they almost always need an update (even if you did an update that same day or day prior). 

And we both work full-time and have 2 kids, so we really don’t have time to sit around updating Sonos speakers all day :/ 

Before the app updates that everyone complains about + our mesh, they used to all be synced up just fine. That’s how I expect them to work now -- would be overjoyed if anyone has solutions!

And if anyone on the Sonos ux research team wants to come to our house to do user research, I’m game! 😂 

Moderator Note: Modified in accordance with the Community Code of Conduct.

For your own security, I recommend blocking out Sonos ID and Controller ID, if you submit a diagnostic this will be available only to SONOS Support staff.

All of the screen shots you shared point to network problems. You say you have a Eero Mesh and that Comcast is your ISP.  I have Comcast and they provide a combo Router/Modem box. I also have my own ASUS AiMesh system setup using Comcast as my ISP.

To use your Eero Mesh connected to the Comcast router/modem box you must place the router portion of the Comcast router/modem box in Bridge Mode. If you don’t do so you have two networks:

• Eero Mesh
• Comcast

While your device may be connecting to the Eero Mesh your Sonos may be connecting to the Comcast router or vise versa. Also, the password for the Eero Mesh should be the same as it was/is for Comcast. Bottomline is to place the router portion of the Comcast box in Bridge mode. You may have to contact Comcast to have it done.

Ooh thank you. I will check on Bridge mode! 

And thanks to whoever redacted the sensitive info -- appreciate it! 

Okay back with an update in case anyone else stumbles upon this thread. 

I’m not sure if Bridge mode would work for us or not. When I followed Xfinity instructions on how to do it, our internet just stopped working lol. We tried troubleshooting with Xfinity, and Eeros, following all the steps from Support content and live agents on the phone. Nothing worked (including having the agent disable bridge mode), so in the end I had to go to an Xfinity store and trade our modem for a new one (which luckily got us back to normal). 

So, choose your timing wisely(!!) and have a backup plan if you do try to switch to bridge mode 🙃

We now have a Xfinity tech scheduled to come to our house. I’m going to see if that person seems to know what they’re doing with Eeros and maybe attempt it again. But be ready to trade in the modem again if necessary. 

Any other tips appreciated! 

The COMCAST tech may claim that he is not authorized to deal with Eero and that only COMCAST mesh points are supported.

Either the COMCAST or Eero must be in Bridge mode -- otherwise each unit will assume that it is in full control of the network. The user will not win the resulting struggle. In my experience ISP technicians tend to be on a tight schedule and will verify that a phone can connect to the Internet, then leave -- claiming that their equipment is functional. There are exceptions, of course. In general I expect that Eero support will be more capable because they deal with various ISP’s while an ISP’s technicians are typically trained only on the ISP’s hardware.

I suggest that you place the COMCAST router in Bridge mode then reboot the Eero and assign the Eero system the original COMCAST WiFi user name and password. Keep the SONOS and other network clients powered down while you setup the network. Don’t wire any network clients to the COMCAST router except the first Eero unit. If you are not reusing the original WiFi user name and password, this article will help you straighten out the mess.

Thanks for your help! 

Makes sense about the technicians. I’ll try contacting Eero support again. 

That totally makes sense re: bride mode in theory. The place we got stuck was: 

1. Set Comcast/Xfinity to bridge mode (this seemed to work) 
2. Only the 1 Eero was plugged into Xfinity modem
3. STUCK -- Eero app seemed to have no way to assign the original wifi/password (or any network naming info as far as we could tell. This is exacerbated by the fact that we have horrible cell reception at our house (even though we’re in the city of Seattle), so it’s hard to connect on cell data while the wifi is down. 

I will ask Eero about #3, but just sharing here in case you have any ideas. No pressure!