Lost surround and sub ( after update ?)

I’m so pleased this is finally sorted. I’ve got a pile of new Blu-rays to catch up on now!

Thanks to everyone on this group who a) made me realise I wasn’t alone in having this problem, and b) spent time fault-testing and submitting diagnostics to get this fixed.

I’m still waiting for those surrounds to drop at any moment - I think it’s mild PTSD...

It was probably just in my mind, and I didn’t experience the original issue as I have a Beam, but I swear last night, that watching a 5.1 film on Disney sounded much better than of late! The surrounds really rocked and honestly sounded better than they have in a while (even though I didn’t actually lose the sound completely before)

Perfect. 

Just in time for Doctor Strange 2 on Disney+ :) 

After installing the latest patch and transfer my full SONOS theatre system to the BOOST, everything works perfect till now and no surround/sub drop when switch between my PS5, TV and Netflix! That’s great! SONOS should just admit that their patch cocked up and caused users much agony and anger, and also assure us there will be a fix and that will calm the ppl down, instead of pushing the blame to the users and find fault on our network. Their service support sux as well and I am like talking to a broken repetitive robot. Think to play safe, I will disable the update for future patches before this s**t happens again. So far so good and hope it stays this way! Good luck fellow SONOS users.

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

We appreciate the fix and you communicating it to us. I'd like to suggest that in the future the company adds some protocol to better communicate with your customers as well as you first level tech support on issues thst appear to be more wide spread. Soooo many of us on here knew we were all experiencing the same issue as well as being aware it wasn't wifi glitch (due to many tests with ethernet connecting, etc), yet were told it was just a hicup as a result of network interference. Hell, I was told on the one call that I was misunderstanding what a sub was, what it does, and what the sound of bass should sounded like. When there is a mass group like this, the first level tech should be able to see that this is an larger issue and in order to properly collect the data they should be pushed through to the next level where they could possibly be hooked up with someone who was aware. I'm pretty sure the data I was trying to send you guys was swept under the rug and labeled as solved by the entry level support techs. Again, we do appreciate the fix though. I bought into the Sonos system because of articles and word of mouth about hiw rock solid the systems were. Hopefully that continues to be the case. Have a safe day.

I’m sure 99% of people who have been on this thread have stuck with it and given Sonos the benefit of the doubt, despite the frustration, because faults like this are extremely rare and we love the products.

I do, think, however, that just a couple of sentences on where this problem appears to have originated from i.e. what actually has been the cause of the echoing / dropping out, would be appreciated. 

Now that we’re all back up and running, doesn't the SONOS system sound great?!  haha… “Update Automatically” = OFF.  

As mentioned previously, this community thread played a BIG role in the issue being resolved so to all, thanks again!

@Frank Smith - Mine even sounded better last night and I didn’t even have the drop outs 😄

I doubt we will ever get an explanation due to the American litigation scene and the liking for class actions they seem to love doing