Contributor I

Answered

help!

8 replies
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I’ve invested thousands and supported Sonos since it’s inception but all of my devices never work properly and go Missing regularly or the sound won’t turn up or down…..I’ve followed the whole app saga and been patient but it still makes my investment almost worthless……I even did the ceo@sonos suggestion and dint even receive the courtesy of an auto response……is the next step grouping together for class action or should we continue to wait?…..literally an audiophile with my audio cut off by my investment mistake!

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AirgetlamAnswer

Based on all the tags, but not your actual post, I’m diagnosing some sort of local network issue, but there’s not enough information to be sure. Have you submitted a system diagnostic within 10 minutes of experiencing this problem, and called Sonos Support to discuss it?

There may be information included in the diagnostic that will help Sonos pinpoint the issue and help you find a solution.

When you speak directly to the Support staff, they have tools at their disposal that will allow them to give you advice specific to your network and Sonos system.

Without specifics, I’d be looking at either (or both) the wifi interference FAQ, and/or duplicate IP address issues.

Bruce

N

nik9669a

Senior Virtuoso

I’ve invested thousands and supported Sonos since it’s inception but all of my devices never work properly and go Missing regularly or the sound won’t turn up or down

Wow! All these years, since Sonos’ inception, and you’ve never asked for help before?

All your devices have “never worked properly” but you kept buying more?

You have my sympathies, but at the same time I question your claims.

T

TickleAuthor

Contributor I

I said I have supported Sonos since their inception, yes I was an early adopter and purchased early items, updating and upgrading regularly, moving to include my family and friends into the Sonos architecture…..for it to not work since the app update, little to no support and not even a response from the widely publicised ceo@sonos.com idea…..not sure which part of that you find difficult to understand?…..how would you know how long my issues have occurred or if I have sought assurance before, perhaps you should both read a question and take a breath, before you reply accusing someone of something when all they are doing is seeking help in a community forum?….

AirgetlamAnswer

Based on all the tags, but not your actual post, I’m diagnosing some sort of local network issue, but there’s not enough information to be sure. Have you submitted a system diagnostic within 10 minutes of experiencing this problem, and called Sonos Support to discuss it?

There may be information included in the diagnostic that will help Sonos pinpoint the issue and help you find a solution.

When you speak directly to the Support staff, they have tools at their disposal that will allow them to give you advice specific to your network and Sonos system.

Without specifics, I’d be looking at either (or both) the wifi interference FAQ, and/or duplicate IP address issues.

Bruce

N

nik9669a

Senior Virtuoso

I said I have supported Sonos since their inception, yes I was an early adopter and purchased early items, updating and upgrading regularly, moving to include my family and friends into the Sonos architecture…..for it to not work since the app update, little to no support and not even a response from the widely publicised ceo@sonos.com idea…..not sure which part of that you find difficult to understand?…..how would you know how long my issues have occurred or if I have sought assurance before, perhaps you should both read a question and take a breath, before you reply accusing someone of something when all they are doing is seeking help in a community forum?….

Your first post said your devices had never worked properly. That’s how I “knew” how long your issues had occurred. You said nothing in your first post about “since the app update”, which you’ve now added.
I’ll say no more on this thread, other than (again re your first post): good luck with the Class Action you seem to be calling for.

T

TickleAuthor

Contributor I

Thank you Bruce

yes I have spoken to support and submitted diagnostics, they got me back working for it to fail again and even when trying to submit diagnostics that then repeatedly failed (see screen shots below), I have repeatedly deleted and re opened the app to no avail and followed their advice but the issue is definitely related to the app not the system!

T

TickleAuthor

Contributor I

Airgetlam

The fact that your diagnostic submission didn’t go through indicates some sort of VPN/port blocking/communication issue between your speakers and the internet. I’d certainly check for those, or work profiles, virus protection, etc, all of which might block the ability for Sonos to submit information to their db. Following that, I’d probably try a reboot of your controller device, the router, and the Sonos. Just making sure that the Sonos system is unobstructed in reaching outside your local LAN might resolve many of the issues you’re experiencing.

Bruce

Airgetlam

And honestly, I have no idea how extensive the chat bot’s knowledge is, I’d stick with a phone call.

Bruce

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