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Returned Ace Ultra - I Really Wished it Would Have Worked

  • October 2, 2026
  • 4 replies
  • 70 views

I am so disappointed. I have never returned a Sonos product (Sonos user for 8 years), but I just returned the Ace Ultra. I had been on the sidelines with the original Ace, as I didn’t need another headphone and my original Beams would not work for a handover. But- the addition of this feature in the Ace Ultra that would allow me to listen to my turntable connected to a pair of Fives via line-in, and my two Beams, was just what I was looking for. Finally. 

I eagerly unpacked the headphones and followed the setup instructions, including linking to both Beams and my other compatible speakers- including my paired Fives (not Play Five). I was hoping things would just work. But they didn’t. For reference, in the same room I have a Beam (wi-fi enabled) connected to a Samsung TV and a turntable connected to the Fives via line-in. They are in close proximity due to the room layout. FYI, all software/firmware is up to date as was the Early Access app feature.

I eagerly put a record on the turntable and activated the line-in, and music poured forth from the Fives. I held the key/volume button for the handoff, heard a tone and, instead of hearing music on the Ace, my Samsung TV turned on (sound of TV on the headphones). After several attempts and multiple Google searches, I turned off some feature on the TV and in the Sonos app that was supposed to help. Nope. At one time I was able to get the record sound on the Ace, but when I hit the button to return the sound to the speakers, the TV turned on; again and again and no handoff occurred. Plus the TV sound was not synched properly with the picture; it was unwatchable. 

I decided to give it another go this morning. Again, the TV was off and a record started on the pair of Fives. The button was pushed for the handoff, and the TV turned on- multiple times. I guess I was expecting (or hoping for) a different result. 

I am not a tech expert per se, but I have my share of tech devices that for the most part I can figure things out. But not this. The ability to finally listen to my records with the Ace Ultra is what made me pull the trigger to pre-order. I finally resigned that they needed to go back, so they are now in the hands of UPS.  

Because I no longer have the Ace Ultras, I’m not looking for suggestions. But other may run into similar issues, so perhaps one of you can advise. I just want things to work, and I’m willing to do a little research and fiddling when needed. But this was over my head, and I resigned myself that it was not worth it to keep trying- especially for the cost of the headphones. 

I’ll end with what I started with- I am so disappointed. I really wanted this to work. 

4 replies

AjTrek1
  • AjTrek1
  • October 2, 2026

You should have come here first or at least call Sonos tech support rather than voice frustration after the fact (which really makes no sense). Your issues could have been hardware or just user error. Alas we’ll never know. Just because you break your finger don’t cut it off and then go to the emergency room.🤪

Together Everyone Achieves More = T.E.A.M.
    Schlumpf
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    • Schlumpf
    • Virtuoso
    • October 2, 2026

    ​@DCVT 

    In my living room sometimes I run into the same issue. And I really suppose in the current early access stage there may be problems with headphone linking if several compatible speakers are placed near to each other. So I cross my fingers that Sonos will address these issues and get it fixed. 
    At the moment you would have been able to select phono via line in directly via Sonos app as source for Ace Ultra.

    And just to add:

    In my other rooms, where I use just one speaker, headphone linking works quite well. 

    Ralf
      SarahN
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      • SarahN
      • Local Superstar
      • October 2, 2026

      I was also going to add the OP could have used the App to switch from the Fives and Turntable to the Ace Ultra. I know that may not be as quick as using the Content key on the headphones, but it would have at least worked.

      In fact, when I tested using Ace Ultra with my Fives and turntable the other day, after powering on the turntable and setting an LP on the platter, I opened the App and brought the Fives up on the now playing screen, and then I simply switched the sound (can do this before the record even starts playing with my setup) from the Fives to Ace Ultra. So then when I started the record the sound came through the headphones from the start.

      This was my preferred method of doing it as then there was no delay in the music starting. I did play around switching sources from Ace Ultra to Fives and back a forth a bit, using the button on the headphones but that was just to play around a bit with the sound swap.

      So yeah, even if using the button on the headphones can be a bit finicky right now, using the App works flawlessly of course.

      Can you have too many Sonos speakers? 🤔 😆
        buzz
        • buzz
        • October 2, 2026

        I’m curious what happens if you walk to another area while listening through ACE ULTRA. As you move between areas give ACE ULTRA some time to respond to the change because there will be some music in a buffer. I’m noticing that a single FIVE seems to have a somewhat limited range.

        …

        After a little fussing I’m noticing that the above seems to be a characteristic while playing PANDORA. I’m not noticing this while playing from my NAS, but the buffer time may be dramatically different. NAS buffering can be the remainder of a track. My previous experiences have been that, once the NAS track is fully buffered, you can shut down the NAS and rhe track will finish.This can make diagnosing issues tricky because the network or NAS connection may have gone down several minutes ago. Further, in order to support crossfade between tracks, fetching the next track begins about ten seconds before the current track finishes. Of course, significant buffering of a realtime live remote feed or turntable track is not very practical.

        Currently I’ve been able to play several NAS tracks without an ACE ULTRA issue after moving to a location where PANDORA had dropped in mid track.

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