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My Sonos Ace Headphones will not connect consistently with the App on my brand new Oppo Reno13 phone. I have retuned 2 previous pairs of headphones with the same problem. The current (3rd pair) at least connected with my Oppo to allow an update but now will not reconnect. Bluetooth pairing works fine, it’s just the app which I unfortunately need to listen to Spatial Audio (Atmos) through my streaming service. It is extremely frustrating as Spatial audio is the primary reason I bought the headphones. I have the same problem on my old Oppo phone and also a really old Samsung S9. I have tried everything suggested in similar threads such as re-pairing, factory resetting the headphones, clearing the cache, rebooting the phone, tried Sonos support 4 separate times and all combinations of the above. The only thing I haven’t been able to do is connecting via an iOS device as I don’t have access. I cannot believe that I am alone in this problem with Android but all I can find online is people with Google Pixel connection issues from a year ago and 1 review from June referring to this issue.

Otherwise I love the headphones, they are really comfortable, battery life is excellent, they sound great in Stereo and they are said to be the best performing for Spatial Audio……..if only they’d bloody work.

I am so tempted to send them back for a refund and buy a pair of Sony or B&W but I have invested so much bloody time on the phone to support and don’t want to spend an additional $200 when otherwise the Ace seem to be a good product.

Anyone got any suggestions?

Hi ​@LJP123, welcome to the Sonos Community!

I’m sorry to hear that you’re having issues with your Sonos Ace.

I’ve had a look into your cases and can see that you’ve already done what I would recommend, so I reached out to a colleague who had a similar issue with a OnePlus. While I see you’ve factory reset the Ace already with support, try the following steps in the specific order to see if that lets you reconnect your Ace to the Sonos app:

  1. Rebooted phone
  2. Reinstall Sonos app
  3. Factory reset Ace
  4. Turn OFF/ON Bluetooth from your phone Settings
  5. Open app and tapped on “Add Ace”

Following those steps worked well for the OnePlus and it was able to add the Ace again. If this doesn’t work, then please submit a diagnostics after the Ace fails to add to the app and private message me the reference number so I can follow up with the team.

I hope this helps.

Hi ​@LJP123, 

Thanks for sharing the diagnostics with me. I shared it with the team, but we weren’t able to see anything out of the ordinary, so still not sure why you can’t re-connect your Sonos Ace.

Since you mentioned in your original post, and as a test, try the same steps again I mention above but with your Samsung S9 then reply back whether it worked or if it also failed.

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