Hi @Jane11e . Sonos still works. Your problems have arisen in your new router setup. For goodness sake, just call Sonos Support and get your Sonos working again.

Many issues can be avoided when replacing a router if you power down everything on your network, then start powering up in the following order:

Router — use the same WiFi SSID (WiFi name) and password as the old router

Network switches, if any

Network hard drive (NAS), if any

Wired SONOS devices, if any

Wireless SONOS devices, if any

Everything else

Allow each step to complete before moving to the next step.

You can prevent some potential vexing future issues if you “reserve” IP addresses in the router. You’ll need to consult its documentation for instruction. Note that this reservation task does not need to be repeated unless you factory reset or replace the router or add a few more items to your network. The Community regulars have done this and we don’t have issues from one year to the next.

Yes, I know that you could accidentally get away with no reservations 100 times in a row, then at 101 the phantom strikes. The user blames the last installed or updated item which is often the SONOS system. But, the last item is just a victim. Left alone the issue may work itself out (not guaranteed) in a few days, further confusing the user.

Of course this simple procedure will not cure 100% of potential network issues, but it will take care of 95+% and it’s very straightforward.

Don’t Factory Reset any SONOS units without further consult.

This is a nostalgic post; we used to see many of these here, I have sent many myself in response to thread opener stated type of issues. I am sure the advice is still as relevant as it was in 2011 - which in some way is a damning of Sonos - but the point is that one sees very little of it now. Because the new app has muddied the waters so much that for even the many cases that this advice will work, it is neither being offered not followed. Also, because given all the mess created by the new app, many failure points must be because of more than just network issues. And that, for understandable reasons discredits this advice, because it does not work as often as it used to, to get the music going as it used to before May 2024.

It’s time.  They obsoleted my first 4 or 5 products, now they can not keep them running for more than 20 seconds at a time.  It is impossible to watch TV when it keeps going in and out.

i went from loving sonos to hating sonos… how they managed that …. incredible… CEO should be fired.

I’ve always disliked Sonos - it’s always been a little less than promised, and a little too egotistical for what it delivered. I just want to add - and maybe I’ve done it on another thread, forgive my redundance - I’ve done tons of corporate work with tech companies, NOCs, etc., and it’s always - always - the laziest (and, thus, first) answer to blame the network. It’s almost always backend, but that requires work and design, which takes time and money. Better to blame the network or the user (better yet, the user’s network).

A few days ago I posted a new topic about Sonos making it impossible to speak to regarding my rights to have my system refunded under Australian Consumer Law.  Within about 15 minutes the topic was deleted. 

I’m utterly fed up with this company - and with using the system I paid good money for and expected to use for many years. 

As far as my experience is concerned - the app is still basically as broken as the Day 1 of the May update - namely I still can’t access dozens of my favourite albums through YouTube Music. My system still disappears regularly. Basic functions like adjusting volume or pausing music can take around 30 seconds to respond - which is really problematic if I’m working and need to answer a call.  

On top of that, the customer support is contemptuous. I’ve been promised multiple follow up emails and calls and received none of them. Sonos have verbally acknowledged the problems playing albums through YouTube Music, but besides one comment on these forums from a Sonos staff member, I haven’t seen the issue documented in writing anywhere, there’s no timeline for a resolution and meanwhile Spence keeps spouting to the media that all the problems are basically resolved...

You mean this thread? 
 

Near as I can tell, it’s not been deleted, nor even closed. 

I’m not seeing the issues you mention with the new Sonos App, but I see you use the Google Assistant - so when a call comes in maybe (via the Sonos skill/action) try using ”Hey Google, stop (or pause) the music”… it works straightaway here and there’s no need to go looking for a mobile, tablet, or open any App etc.

Strange. It certainly did disappear for a while, the URL went to a "not found" page and it disappeared from my post history etc.

More likely the lousy Gainsight forum software than anything malicious by Sonos.  Sonos doesn’t censor criticism or complaints.  As a matter of fact, they are far more likely to censor those who defend Sonos for not being friendly.