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:
- Rebooted phone
- Reinstall Sonos app
- Factory reset Ace
- Turn OFF/ON Bluetooth from your phone Settings
- 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.
Hi Jamie,
Unfortunately S9 also won't connect but I've got other issues there. When I re-installed the Sonos app, it says that it's not compatible with the Android OS on the S9 although it's Android 9 so should work fine according to the help link it provides. So anyway that being the case, I tried with my old Oppo A74 5g using the process you listed and same thing, it won't connect to the Sonos app. I submitted a diagnostic and will PM you the no. Just in case it provides any insight.
Thanks Luke.
Hi Jamie,
Haven’t heard back from you following my last message so have continued trying to find a solution. I managed to borrow a work colleagues iPhone and the Ace Headphones connected to the Sonos App without an issue. As previous threads had suggested connecting and setting up with an iOS device may fix the problem, I tried to reconnect with my Oppo Reno13 5G and still the same issue. I have submitted a diagnostic for both the iPhone once connected and the Oppo once it failed to connect. I will PM these details to you now.
It seems that the Ace headphones have an issue connecting to Androids via Sonos App. :-(
Times moderators show up here are irregular, hopefully you'll hear something once they are available and work off the backlog of moderator type issues and can get back to helping folks.
OK, so no further reply from Sonos?? It appears they have a faulty product on their hands that does not work with Android OS or perhaps just Oppo. Either way, I am amazed that this is not more widely reported. It’s a real shame as the Ace headphones otherwise seem to be a really good product.
As indicated in the previous reply, the only Sonos presence here is moderators, who frequently don’t have time between their efforts on forum moderation to answer every post directly. If you want to speak with Sonos Support about your concerns, you need to call in.
Hi Bruce,
I appreciate your comment but unfortunately I don’t have a spare 2 hours to speak on the phone (for the 4th time) to someone offshore who is simply reading from a script to repeat the same process yet again.
I was hoping with the reply/interest from Jamie that we might actually get somewhere with root cause of this problem rather than returning the product again and repeating the process.
I mean no disrespect, I am just frustrated.
Cheers,
I understand your frustration, but have to take the assumption that @Jamie A doesn’t always have time to take away from his primary duties to carry on an intensive back and forth with you. But perhaps I’m wrong, I was just trying to reduce your frustration level, and set your expectations. If we’re lucky, Jamie will be back to respond. He may be off, or gone on vacation, and there just aren’t many moderators anyway.
I do hope you’re able to resolve your concerns.
Hello @LJP123,
I apologize for the delay on a response from our end. @Jamie A is currently on vacation, and it was a bit tricky for me to track all the information.
We are currently investigating the issue you shared with Oppo devices, but there is no ETA for a fix.
What I would recommend for you to do is, contact our Support Team in order to create a technical support case and then share the number on a private message with me, as the other case you have is a replacement one.
Feel free to mention this Community thread and discussion on the call to expedite the process. I would then forward that new case internally and get it escalated.
I hope this helps.
