Hi @wattsie
Welcome to the Sonos Community! And, apologies for the delay.
Sonos systems work in a vast array of different environments - people use different speaker combinations with different routers, switches, Access Points, ISPs, connection methods, interference levels, operating systems, phones, tablets and computers.
When an issue is reported, an agent can search documentation (or just be familiar with an issue), gather diagnostics from your system, and details about your system and environment. Pulling this info together, they can try to address the issue that you are reporting. Due to the simple fact that most issues are not in fact bugs and can be addressed by making changes in some fashion, this is where we naturally start - with most reports. Some reports (like the dot being missing on a volume slider) are very obviously a software issue and can be reported as such easily. Others, not so much. But, once we exhaust other possibilities, any unresolved issue can be reported as a software bug, but only once we prove and document as much - imagine the cost (and time wasted) if every issue was handed over to a top engineer or software developer to be fixed, when the actual cause was that a cheap router with poor software just needed a reboot? No actual software issues would ever get addressed in a timely manner!
If you don’t want to go through the hassle of speaking to a bot, a phone call would be where to start. If you don’t want to go through any troubleshooting at all, then reporting an issue here on the community to see if anyone else says “me too” would be the next best thing, and quicker. If I see something here that strikes me as odd (and we read it all), I will see if I (or someone else) can replicate the issue - if we are not already aware, and it is replicable, then I will ask someone to create a ticket for the now confirmed issue.
I hope this helps.
"Common sense is the collection of prejudices acquired by age eighteen." - Albert Einstein
