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malnichol
malnichol
Contributor II
August 1, 2025
Answered

Where can I get a sonos person who can solve my problem?

I have tried today to get support re my ace headphones via phone with sonos support. Headphone volume not very loud when listening to streaming services in swap mode. I was cut off after 30 mins on the first call then the second rep did not appear to know a thing or knowledge of sonos. I have been with sonos for over 10 years and this is the first time I have needed tech support and this was rubbish. How can I speak to a supervisor or someone who does not have to look at the computer to find out what he has to do to help. Worse customer service ever. Rant over sorry but spent the last hour being wound up by sonos so called support.

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Jamie A
Jamie AAnswer
Sonos Staff
August 4, 2025

Hi ​@malnichol, welcome to the Sonos Community!

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

I had a look into your support case and you’ve done what I would suggest: check that the Sonos Ace is up to date. It wasn’t mentioned in the case notes, but I would recommend rebooting the Sonos Ace if you haven’t, then testing the Audio Swap feature again. Just as a note, when you Audio Swap, the Ace will default it’s volume to 60%, so if you’re adjusting the volume then swapping, that may be why it sounds quieter. 

I see in your case that different streaming services also have low audio, but as a test, can you see if you also have low audio on other TV channels? If it’s just streaming services, it could be that the service’s apps or TV firmware need an update. If you have low audio with everything when using the Ace, then I’d definitely recommend getting back in touch with support: you can continue your support case from where you left off.

I hope this information helps!

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1 reply

Jamie A
Jamie AAnswer
Sonos Staff
August 4, 2025

Hi ​@malnichol, welcome to the Sonos Community!

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

I had a look into your support case and you’ve done what I would suggest: check that the Sonos Ace is up to date. It wasn’t mentioned in the case notes, but I would recommend rebooting the Sonos Ace if you haven’t, then testing the Audio Swap feature again. Just as a note, when you Audio Swap, the Ace will default it’s volume to 60%, so if you’re adjusting the volume then swapping, that may be why it sounds quieter. 

I see in your case that different streaming services also have low audio, but as a test, can you see if you also have low audio on other TV channels? If it’s just streaming services, it could be that the service’s apps or TV firmware need an update. If you have low audio with everything when using the Ace, then I’d definitely recommend getting back in touch with support: you can continue your support case from where you left off.

I hope this information helps!

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