If you were a company whose average Trustpilot score was 1.2, wouldn’t you wonder whether it was worth carrying on? Maybe your customers are very unhappy with you? Mine’s entitled “Don’t waste your money”, and I certainly won’t be spending any more. Sonos’s darkest hour, by some margin. It’s been nearly 8 months now guys, how much longer before you realise that you’re toast?

Trustpilot reviews

Has anyone else found that the app works better on certain devices? 
Often when my iPhone app is failing to even manage to change volume, I can use the same app on the iPad and it works fine. So frustrating. 

There may be differences in speed. What version of iPhone and iPad are you using?

Unfortunately Ken, the PR content from Sonos is unreliable, from the totally false description of the May app release, to the ongoing release notes of alleged fixes. The community forums have daily posts stating basic functions are not working despite claims from Sonos that they are fixed. You try to discredit these claims by redirecting users to the false updates and non- reachable (and now unknowledgeable) technical support. 

Moderator Note: Modified in accordance with the Community Code of Conduct.

Well anyone reading this can at least hopefully see my iPad and iPhone Sonos Apps working okay with my 20+ Sonos speakers and a fair amount of music services, as I search for your username ‘Blogless” within my Sonos installed music services. See attached, as recorded a short time ago and uploaded here - it at least shows that the App can and ‘most certainly’ does work on my Home network - The Sonos App is working in my children’s Homes too and in a good many Homes of friends and other family members. 

I am not employed by Sonos by the way, before anyone asks. I’m long retired and live with my Wife in the UK.

I’m just showing here that the Sonos App does definitely work - I don’t have mDNS/SSDP device discovery issues, nor slow startup time. There’s no volume-control lag here either and I don’t see any App crashes, or errors.

So what some users here may describe is certainly not the case for everyone, is one of the points I’m just trying to get across. We are each entitled to express our views of what we see.

HOLY S***!!!...Just started up on my Computer, IT WORKED FLAWLESSLY!!...All 10 speakers, no lag, pause or screwed up volume. First time in 8 months! Tested it on my phone app, it worked as well!...Is this Sonos Christmas gift to all their loyal customers, or a fluke...time will tell.

Moderator Note: Modified in accordance with the Community Code of Conduct.

Thanks Ken. It a relief to know you don't work for Sonos.  We are both lucky to have working systems.  Mine with pre-May S2 on one device, and one on  the May release - both android, but no firmware updates.  I locked down our apps and devices to not update. No IOS device updates either. I just added sonopad for those since Sonos forced update to use those devices, and another tricky way to fool us into firmware updates that allegedly can never be reveresed. Minor issues with streaming services were fixed by midsummer, and none of the loss, lag or control issues. But I am not going to risk the horrors of all these problems with the deceptive Sonos app and potentially destructive firmware. I can function, minimally, without every command going through cloud servers and back..sometimes...or not. 

Apologies for my rash judgement. Thanks for clearing things up. I'll keep in mind you are trying to show at least one person in thousands is beating the odds and have a working system. Thanks for being positive. Happy New Year!

Happy New Year to you too ​@Blogless.

Jan 1, 2025 and SONOS still hasn’t gotten it right.  WHY does the CEO accept mediocrity!?  Thousands of dollars spent on this product and the engineering team has to bow to “a new experience” designed by the Marketing team.  Guess what Sonos - it’s not working 

If you’re having issues with the App, or your Sonos devices, but perhaps haven’t yet contacted Sonos Support, then maybe give them a call.

Here is the link to contact them…

https://support.sonos.com/s/contact

Yes I’ve tried calling, but don’t want to wait 30 mins

Ah okay - I guess that’s as far as things can be taken for the moment then, but presumably Sonos Support ‘call-wait’ times can/do vary by time of day etc, so maybe keep it in mind as perhaps still a way forward for you at some point.

You guys really need to work on basic customer things… this is an expensive item and should be treated as such. LISTEN to the customers, and do the right thing.

That’s why I suggested calling in, not least to maybe give them the data/diagnostic info. they may perhaps need for those users who are still encountering any issues with their new App.

I don’t personally see a majority of the issues mentioned, but I guess we all may have different devices, hardware, network setups, WAN connections etc.

You seem nice / reasonable - BUT READ ALL THE POSTS, and what the media is saying about SONOS.  25% drop in stock, missed revenue projections, etc.  Bloomberg says you get 30,000 complaints DAILY.  SONOS always responds, “read the FAQs, see the previous comments and suggested remedies”.  That’s such BS - not every SONOS user is an IT geek…. I’m a doctor, and relatively smart, but don’t have time to undo networks, etc.  If Spence is satisfied with stockholders’ ire, and failed launches, then he should be the first to go - not the network engineers who told him “THIS WON’T WORK”.

​@Ken_Griffiths is a user, just like you are. He is just trying to help, as his (and my) systems are working well. The only Sonos employees in this community forum, at least that post, are forum moderators, not engineers or managers. I assume that the forum moderators prepare reports, but as another non Sonos employee in this community, I don’t know that for a fact. 

Please take a moment to check the status of the folks you are replying to.

If addressing Sonos Staff issues please make sure you direct them to a Sonos Staff member, clearly shown in their avatar/info.

Other users, that would be anyone not marked Sonos Staff are in the same boat you are and should not be blamed for Sonos stuff.

Staff:

Not Staff:

Does the status really mean anything? The bot like posts from certain users, especially the ones who simply copy paste the same snips as replies over and over could be astroturfing or undisclosed sponsored posts on Sonos’ behalf. We know they have a contract with Praytel so it’s possible. 

In the same vein, those complaining about the new Sonos App here could easily of course be ‘trolls’, or just a previous angry customer whose speaker perhaps failed just a few months out of warranty, or they could be employed by rival companies. I personally don’t truly think those things in 99.9% of cases reported here, so I (and others) just try to help fellow Sonos users.

The Doctor above doesn’t give details about their local Network/Sonos setup to even begin to make any real useful suggestions, like improving device SNR levels, or shifting a product onto the 5Ghz band, reducing interference etc. so all anyone can probably do is advise them to speak to Sonos customer support, whilst sometimes showing them a Sonos App/System can and does work on a local Home network, but I do sincerely appreciate we each have different Home network setups, hardware and connections etc. 

I can show the App searching for Doctor (see attached) just as a demo here, but even then I still find it difficult to persuade the genuine users here to go onto contact Sonos Support and provide them with the likely data and diagnostic information they need …and who knows the call might even result in the App working fine for them, as it does for me.

Just to confirm what others have said I’m not a Sonos employee, nor paid by anyone for my posts in this community. I’m long retired and live with my Wife over in the UK - our children have long flown the nest and they too have Sonos working in their Homes with the new Sonos app.

Hi ​@EbayYellow 

I think it would be a bit strange if people who answer the same question several times a day did not use copy and paste. I’d actually worry about them.

Yes, the Staff status means something, and no, we do not pay users to post on our behalf.

Just a recent anecdote: I had a number of problems today  - very slow response, slow to update with what was playing or control volume, choppy playback, etc - from two mobile devices and the desktop app. 

But I suspected something local network related, as I know my home had suffered a power cut whilst I was away over the holiday period.

So I rebooted my Arc (aside: strange that in 2025 the only way to do this is by pulling the power cord), which didn’t make much difference.

Then I restarted the WiFi access point that it connects to. That seemed to do the trick, and as I think about it now it probably came up after the power cut on a channel that turned out to be congested as my neighbours’ networks also restarted.

TL;DR: check the network connectivity/ reliability of all of your devices, Sonos and controllers.

In the past folks that had Sonos issues at power failure or rebooting after updates have been able to gain a bit of stability by setting static/reserved IP addresses for all Sonos.

Only takes a couple minutes and your router’s DHCP page should tell you how.

I have 11 components. This is the saddest thing for someone who likes entertaining and playing music, never knowing if it will ever work. THIS IS THE ABSOLUTE LOUSIEST INVESTMENT INTO AUDIO ENJOYMENT EVER.  The app is garbage and it is extremely unreliable. I might as well hold a crystal glass above my record needle to get audio reliably.  Forget about whether it will detect my television.  I have had calls with their IT to troubleshoot and then within weeks, the same problems arise. Multiple moves and changes in internet service yield the same results.  If I could go back im time, I would never had purchased any one pice of this system. The only positive outcome is the free time I now have to write the reviews on every forum, since I don't have the time to relax and listen to my albums.  Years of this going on and no change. DO NOT BUY THIS. 

Hmmm…. 

So much dissatisfaction and yet you still purchased an Arc Ultra and Sub 4…Care to explain your reasoning???

It really makes me wonder personally why you purchased the new Arc Ultra and Sub 4 released just recently in addition to your earlier Arc and Arc SL as listed in your community profile and then joined the community today to express these things after the Sonos App was launched way back in May?

Why did you get Sonos’ two newest and most expensive products launched only weeks ago if you were not happy with your system for entertaining your guests?

I reckon something is amiss here with your network setup, which changing ISP is not resolving because the intermittent issues may lie elsewhere across the Home LAN.

If Sonos Support were able to resolve the matter each time you called in and the issues returned weeks later, it may even be a simple matter of IP address duplication during hardware updates which can likely be resolved by reserving them in the routers DHCP reservation table. I and others here though, can only guess at these things however, as you’ve not provided any specific detail about your setup.