Hi

Sorry to hear that you are having problems with your Sonos. We’d like to help but I’d ask a favor before making suggestions. As you say you were running everything on S1 but moved to S2 the info requested is most important. BTW you didn’t have to move to S2 but more on that after you provide the information I’m going to request.  Here’s the ask…

Please post a list of all your Sonos speakers and Generation; if appropriate (for example Sonos One vs Sonos One Gen2)

FYI, I’m running 32 Sonos products on the recent S2 refresh with no issues. Full disclosure all my products are S2 compatible.

I have a Sonos One and had a Sonos Roam both several years old… so I am assuming they were Gen 1 speakers.  The Roam SL that I just got dropped off at UPS was brand new / two days old so it’s Gen 2.

As soon as I opened the S1 App to start the Roam SL connection, it took me to the upgrade, I don’t recall if I had a choice… my experience with Sonos up today has been great… so I probably thought that was a good idea to be current.  Later I saw a lot of posts from unhappy S2 folks

Happy for you that you have so many Sonos speakers that work.  They are really great speakers when they do work.

Hi

The Roam/SL are only compatible with Sonos S2. The Sonos One (Gen 1 & 2) is compatible with S1 and S2. What should have occurred would have been to upgrade your Sonos One to S2 when you purchased your 1st Roam by following the instructions in the link.  After that you would setup your Roam. 

In the current scenario it may have been that you needed to delete the new Sonos app, update your device and reinstall the Sonos app.

https://support.sonos.com/en-us/article/update-to-the-latest-sonos-app-using-the-s1-controller

AjTrek1 - thanks for the info.  I am not having any problems with the Sonos One after upgrading to S2… it works fine.  All the problems were with the new Roam SL set up… just never happened.  As I mentioned in the original post after upgrading, and unsuccessfully connecting the SL many, many times I was looking for possible solutions which included “deleting / reinstalling the app” S2].   Also tried to reinstall S1 but NLA. 

I’ll end up buying another Roam, probably the TV bar later this summer after folks stop complaining about S2.  BTW - I felt so much better after shipping the speaker back and my “rant”.
 

You’re obviously are a big supporter on Sonos and this web site, was wondering what your thoughts are on the wait time for customer service?  Seems to me unreasonable length of time.  Is 60-75 minutes the usual or has it increased since the recent S2 release?

Thanks

Hi

Glad you’re feeling better

The wait time for Sonos tech support has always been a bone of contention in the community. There has probably been an uptick since the recent release. I by passed the voice support and went over to Chat for another issue. I started at #26 in the queue . My wait was about 30 minutes however my question was answered. Probably not the answer you hoped for.

Hmm… Whenever I went and checked the Chat, which was 3 or 4 times, I always saw “No representatives are available”.  When I tried chat anyway got a useless bot that after a few q&a said there was a long wait for representatives and to try back later…      Never saw a queue to join.   

Just another reason not to be happy about customer support.  

As I’ve said multiple times, speakers are great… the rest not so. 
 

I’m done on this topic.  

Thanks!
 

Luckily I still have my Sonos S1 system up and running. Remember they tried to “brick” them originally. I’ve spent lots of money on useless speakers that only play what Sonos wants them to play? Those are not speakers, they are tyrants!!

As I recall, the only speakers that were (for about three weeks) ‘bricked’ were speakers that were turned in for the discount on a new speaker. There was no effort made to ‘brick’ speakers that people chose to keep. And then Sonos reversed themselves, and stopped ‘bricking’ speakers that were being used for the upgrade, and allowed you to keep them running. 

Agreed. Either way they were going to brick speakers that we invested in and make them useless. Only public opinion changed that plan. I am a huge Sonos customer and love sharing my 10k songs wherever I like. Thats the beauty of Sonos. They need to protect their loyal customers.

I am unsure that I agree with your assertion that Sonos was bricking speakers that you were going to continue to use, at any point. They never had any process in place for anything other than speakers that were being used to purchase ‘upgrades’. If you chose to keep using your speakers, Sonos's never touched them. 

Airgetlam,

It is a fact, not an assertion.  They reversed that  original position and decided to continue supporting S1 components. Maybe your relatively new to Sonos? I was an early adopter.

https://en.community.sonos.com/members/user582415-5371211

But @Airgetlam is correct, they never forced anybody to brick their devices.  The trade-in offer was purely voluntary, and they only bricked devices that were used as trade-ins.