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BobE0302
Contributor I
Oct 20, 2023 11:40 PM UTC

sonos is unusable

We have multiple Sonos components.Playbar w/ sub. Play5. 4 x Play3. 4x Play1. We use the Sonos 2 App. Our WiFi is strong throughout the house. 
 

the issues: 

  1. Speakers get out of sync while playing the same song and when grouped. 
    2. Speakers will stop playing for no reason. 
    3. Speakers will not play. 
    4. speakers will play erratically. Music plays then stops then starts then stops. 
    5.  Speakers will not be found. 
    6. Music services that previously worked stopped working.

These problems are so severe the system is not usable. We will be trashing our entire Sonos system. No amount of troubleshooting has resolved the issues. No information from Sonos (the company) has helped resolve the issue. 
 

We have been longtime customers and we are very disappointed in the decline of the business playback quality. 
 

Adios Sonos!!!

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    Pinned Reply By BobE0302

    Ken, ratty and buzz….thank you for your suggestions. I appreciate your help and advice.  I was able to connect with Gabriel at Sonos. He used a new Sonos Diagnostics report and solved the problem. There was an IP issue. The Somos system is now working!!! We will play for a few hours and see if the issue reappear. Gabriel did say if the issues reappear the. He will have me troubleshoot WiFi Interference next. Enjoy your music! 

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    19 replies

    buzz
    buzz
    Grand Maestro
    Oct 20, 2023 11:58 PM UTC

    If you are not allowing the possibility that there are issues on your network, there is likely no solution. Good signal strength does not prove that the network is healthy. Have you worked with SONOS support?  

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      jgatie
      jgatie
      Oct 21, 2023 12:02 AM UTC

      I never pay attention to anybody who claims they are throwing thousands of dollars of electronics in the trash.  They are either liars or the dumbest humans on Earth; neither of which I want to talk with.

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        Ken_Griffiths
        Ken_Griffiths
        Oct 21, 2023 12:27 AM UTC

        @BobE0302 

        The 6 issues you list in your post are all classic symptoms of a poorly configured network with wireless interference and multicast device discovery issues…

        Stating things like "Our WiFi is strong throughout the house” is somewhat irrelevant if the network is still poorly configured.

        You may still prefer to say ‘Adios Sonos!!!’, but you really do need to explore these things further, as some simple changes, such as those mentioned in the below Sonos Support links, may actually quickly help you resolve your network connectivity woes…

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          ratty
          ratty
          Oct 21, 2023 9:37 AM UTC

          Or there could simply be an IP address conflict. All the symptoms listed in the OP are those of packet loss. In other words: it’s the home network.

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            BobE0302Author
            Contributor I
            Oct 21, 2023 3:26 PM UTC

            If you are not allowing the possibility that there are issues on your network, there is likely no solution. Good signal strength does not prove that the network is healthy. Have you worked with SONOS support?  

            Thanks buzz….Yes I have worked with Sonos Support. There was no solution. I have sent a half dozen diagnostic reports to Sonos and there was no solution or improvement.  I’ve tried the troubleshooting steps on the website and as guided by the app. We have experienced no improvement. 

             

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            BobE0302Author
            Contributor I
            Oct 21, 2023 3:28 PM UTC

            I never pay attention to anybody who claims they are throwing thousands of dollars of electronics in the trash.  They are either liars or the dumbest humans on Earth; neither of which I want to talk with.

            “jgatie, well you did pay attention as you responded…..nice attitude by the way…enjoy your life…”

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            Ken_Griffiths
            Ken_Griffiths
            Oct 21, 2023 3:47 PM UTC

            If you are not allowing the possibility that there are issues on your network, there is likely no solution. Good signal strength does not prove that the network is healthy. Have you worked with SONOS support?  

            Thanks buzz….Yes I have worked with Sonos Support. There was no solution. I have sent a half dozen diagnostic reports to Sonos and there was no solution or improvement.  I’ve tried the troubleshooting steps on the website and as guided by the app. We have experienced no improvement. 

            So what have you done exactly (with or without the help of Sonos Support), to try to resolve the issues you mention?... perhaps begin by mentioning the make/model of router, the wireless channels and channel-widths in use. The wired switches (managed/unmanaged). The Sonos ptoducts that are wired (if any)/ if using SonosNet, or those that are wireless. The distance of the wired products from your WiFi AP’s. 

            Once you share the basic information, then perhaps some suggestions can then be made by users here in the community.

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            BobE0302Author
            Contributor I
            Oct 21, 2023 3:54 PM UTC

            @BobE0302 

            The 6 issues you list in your post are all classic symptoms of a poorly configured network with wireless interference and multicast device discovery issues…

            Stating things like "Our WiFi is strong throughout the house” is somewhat irrelevant if the network is still poorly configured.

            You may still prefer to say ‘Adios Sonos!!!’, but you really do need to explore these things further, as some simple changes, such as those mentioned in the below Sonos Support links, may actually quickly help you resolve your network connectivity woes…

            Ken…thank you. We are troubleshooting WiFi interference now with Sonia Chat. I appreciate your suggestion. Bob

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              buzz
              buzz
              Grand Maestro
              Oct 21, 2023 3:57 PM UTC

              I’m disappointed that you had no results with SONOS support. Your issues strongly suggest network issues and these leave clear tracks in the diagnostics. Without any details regarding your SONOS and network setups, we cannot offer much additional help.

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              BobE0302AuthorPinned
              Contributor I
              Oct 21, 2023 4:27 PM UTC

              Ken, ratty and buzz….thank you for your suggestions. I appreciate your help and advice.  I was able to connect with Gabriel at Sonos. He used a new Sonos Diagnostics report and solved the problem. There was an IP issue. The Somos system is now working!!! We will play for a few hours and see if the issue reappear. Gabriel did say if the issues reappear the. He will have me troubleshoot WiFi Interference next. Enjoy your music! 

              Translate
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