Sonos UNREACHABLE from Google HOME

Have the same problem, disconnected GA and now can't reconnect it.

I was planning on upgrading to the Arc this year but now I'm going to wait to see if this gets resolved.

Sadly Corry but it doesn't help. Without ETA we can sit and wait for months. We can clearly see that this issue have been for pretty long time and yet you answer us the same. This make no sense as "We don't know" is not clearly an answer. Shall people who bought the sonos return it? I planned on upgrading the system, shall I consider watching after new sound system which supports GA? 

I understand that you are investigating it, but are you working on a fix? I bought even more Sonos products during Black Friday thinking this was just temporary. But if this been going on for weeks I need to know if it’s worked on or if I should return them during the return window.. 

Hi ​@Beltor & ​@Mackeale 

Please check the date on the opening post of this thread - it’s been slightly over a week.

Yeah on this post. But people have mentioned they’ve had the problem for weeks/months already. I’m not going at you personally. I really appreciate that you are here and commenting. Just wondering if you know that there is work being done about it. 

Exactly!

Over a week that Sonos does not clearly inform about the situation.

If GA is not a feature anymore with Sonos Products, then just tell it! 

Since days/Weeks customers don’t know what happen.

• Unable to set GA
• Unable to link Sonos with Google Home
• Even if it is linked, “Ok Google” does not return a damned answer!

→ This service is gone. For all Sonos Customers.

Is it technical issue? → Then, say it clearly.

Is it Political and only Alexa and Sonos Voice are now officially supported → Then say it clearly!

So simple

I didn't refer to this thread, please check this one's.

1) 5 months old thread.

https://en.community.sonos.com/google-assistant-and-sonos-229109/beam-gen-2-won-t-connect-with-google-va-customer-service-refuse-to-help-6899060

2) 6 months old thread.

https://en.community.sonos.com/google-assistant-and-sonos-229109/adding-google-voice-assistant-6894558

There is several similar thread where the same problem have been lifted up. I hope you get what I mean. I mean this "We don't know ETA" can be months long, maybe ​@SONOS doesn't plan to fix this at all. That's why I told your answer is not really an answer.

It's like me being blind and someone tells me follow the light. Makes no logic, right?

I share the same struggle here.. I purchased my Sono Beam Gen 2 for over a week now and it can never connect to Google Home or add the Google Assistant to the speaker. The issue doesn’t seem to resolve in the near future (it is a factor for me to decide whether to return?!) 

I believe the lack of transparency and communication is the key driver of getting people furious here. There should be a public announcement or a comms to let every customer know about the issue. If there is a known issue with Google Home, just admit and share to everyone before customer making a purchase. I am basically checking this threads every hour to see whether ​@Corry P will provide an update on this issue - which is not ideal from an after-service or customer perspective. 

I do understand tech glitches happen sometimes but Sonos could do much better job on this. I have contacted the tech support team and they are just doing the same robotic procedure to ask customer to do all the reset and reconnect - I am really frustrated about this as they should have known about the on-going issue and why wouldn’t they just admit there is an ongoing issue… we spent hours to do all those reset… again… time is valuable and we should not waste any time on this if issue is yet to resolve. 

Should everyone in this thread just log a case with the tech support team so that all customer would have a case number to formally log there is an issue with Google Home connection?

I am feeling there isn’t any escalation here unless ​@Corry P you have already notified your team there is a big batch of customer having this issue and it needs to be resolved asap otherwise it will come with loads of complaints or driving down on sales as again - as I would still consider it is a incompatibility with Google Home.   

Thanks for this - it means the issue has not been resolved for > 6 months. 

So why Sonos is still saying they are compatible with Google Home? It is not indeed!

Google Assistant is not available for newer models, such as the Era 100.

This has something to do with Google’s Terms of Service from and Sonos not accepting them.

Therefore, I could imagine, that older speakers won’t get back the support.

If Google Assistant support is actually removed from older speakers, I consider this as a warranty case, since the product does not work as was marketed to me when I bought it.

I can imagine that ​@Corry P is instructed to drag this one along, in order to expire as many warranty periods as possible.

If any of this is the case, it is a s**tshow. But how tech corporations do business nowadays, this would not surprise me.

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