Contributor II

No help from Sonos on ESCALATED CASE

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6 speakers. Sonos app won’t connect to my music library. Speakers won’t stay labeled and sometimes music bounces from one speaker to another. I called support on 12/30/24 and was told I would be contacted for an appointment with tech support. No contact yet. Since that date I have chatted and phoned Sonos several times but no one will help because the case is escalated and yet I have no solution or contact from them. I have also contacted the NY Times regarding their review of Sonos speakers from 2023. I think they should publish all the problems that are occurring since the “update” of May 2024.

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Pools-3015

Prodigy I

Have you tried rebooting your router/network? The app.. your phone?

What type of router/network do you have? Any VPNs running? Extenders or powerlines?

All of this will help diagnose the problems you are having.

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Ntimid8r51Author

Contributor II

Yes, I have tried rebooting everything. I don’t have the VPN running. I do not use extenders. I am not having a problem with wifi in the house. I cannot get to my own music. I can only stream and it won’t stay on. And, the speaker names won’t stay. The issue here is not wifi but the fact that Sonos promises to contact me and then doesn’t follow thru. I am stuck in lala land. And I have sent diagnostics to Sonos. It’s an app problem, not wifi.

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Pools-3015

Prodigy I

Do you have an iPhone? If so, go to settings > Apps > Sonos and make sure “Local network” is selected.

I have not lost access to my local library even when the app was first introduced. The missing alphabets on the side for quick access is a little annoying, but the search function helps.

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Ntimid8r51Author

Contributor II

Yes, the local network is selected. I have had a very similar problem in 2/2024. I contacted support at that time and was told a link would be sent to me via email and it would solve the problem. I did not receive an email despite contacting Sonos about the problem numerous times. Then, in late 2/2024 I wrote to the CEO, listed my problems and then I received a call from tech support which solved the problem. I was told the problem contacting me was on the Sonos side. I experienced similar issues in 5/2024 but was able to resolve the problem. Now I am back to where I was in 2/2024. They say they are sending me emails but they never arrive. They are not in trash or junk. I signed up for marketing emails last week to see if I can receive them and they come thru. However, they also have my phone number and, if they can’t get an email to me, they could actually call.

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