Contributor I

Lost surround and sub ( after update ?)

Forum|Forum|4 years ago
April 23, 2022
1604 replies
81295 views

Hi

I don’t know if my issue is related to the 14.6 update but I noticed today that I had no sound from my surround (play 3) and my sub (Gen 2), only the Arc is working They are still present in the app under the my System view but now sound which every sources

When I reboot each of them, the sound comes back temporary, but when I switch to another source or audio format, thé Sound disappears again. Tried several times, same behavior

Thanks for your help

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skullc

Prodigy III

Just contacted the dealer I bought my sonos products from, as they offered a 6 year guarantee

Better than buying direct IMHO and had a friendly conversation with them outlining the issues discussed on here and problems I have had and fixes I use to temporarily resolve it

I figure dealers have a more direct line of communication with sonos and could carry more weight than our voices seem to be having

I have also switched to using my Firecube from apple tv to see if the issue returns as i seem to have a bigger gap between the fault returning

Last night's reoccurance and restarting the application to fix it was odd to say the least

If it returns I will post the diagnostic here

Network= livewire cpe pro 3 +eero 6 pro wireless

F

Foxis

Enthusiast II

Please be assured that your listening experience, the sound quality, and the performance of our products is and will remain our absolute priority.

If you experience a dropout or any other issue on your system, please contact support with your diagnostic report from within 10 minutes of the drop-out occurring and we will look into it right away.

I can only reflect over the fact that contacting your support team with diagnostics reports leads to...NOTHING WHATSOEVER.

Weeks later I still have a broken sound setup, no official information regarding the fault, no indication of whether or not a fix is coming, and basically no communication from the support team at all.
I had a mail that someone from the escalation team would contact me, but then….nothing.

So, I have no confidence left at this point. I would be pleasantly surprised if someone contacted me with a fix and compensation. However, I am not holding my breath,

I will actively be recommending friends to stay away from investing further in Sonos products.

P

pwb1973

Contributor I

I emailed ceo@sonos.com and got a response from a supervisor. If you’re frustrated, let them know.

I should mention there was no ‘acknowledgement’ of the issue, but I did include the link to this thread and some other articles mentioned here along with some reddit posts.

F

Freddy45764

Enthusiast II

If you experience a dropout or any other issue on your system, please contact support with your diagnostic report from within 10 minutes of the drop-out occurring and we will look into it right away.

This is the first issue I’ve submitted a diagnostic for. I always assumed I should call first and wait until they asked me for a diagnostic. If it’s needed within 10 minutes of initial occurrence I guess I need to submit right away and call secondly.

F

Foxis

Enthusiast II

Also, I find it very provocative of Sonos to state that they want us to file more diagnostics. It has been 4 weeks+. Don’t they have all the diagnostics they need to fix it by now?

It feels more like they are deflecting and trying to blame it on their customers.

L

LukeB95

Lyricist III

I spoke to Sonos today, i informed the senior member from the ‘Escalation Team’ of this thread and many others online. I was informed Sonos are dealing with it as a case by case issue and did not accept this as a known issue.

This is not the news we wanted to hear. This simply sounds like ‘we are on our own’.

(Thanks for sharing @LukeB95)

It’s not the response I wanted ether, feels silly replacing a product that’s going to have the same faulty firmware.

N

Nylon

Enthusiast I

Hi all,

We understand the frustration any customer feels when your experience isn’t what it should be.

We equally understand the frustrations around and apologise for the recent communications that have led to confusion about the 14.6 update.

Please be assured that your listening experience, the sound quality, and the performance of our products is and will remain our absolute priority.

If you experience a dropout or any other issue on your system, please contact support with your diagnostic report from within 10 minutes of the drop-out occurring and we will look into it right away.

There are different reasons why drop outs may occur, and we want to make sure that we can help you.

Seeing as this topic is not resolved for those commenting, I have removed the ‘best answer’ until further notice.

I had a pre-arranged SONOS - Ampac call with higher level support after spending hours with regular support. I have submitted over 10 diagnostics. I have all the diagnostic numbers still.

I was informed I would hear back from support on May 10th after the issue had been discussed internally. Never heard back from support. No email, No phone call. Nothing. Details below. Kindly, tell me exactly how much more time I should spend talking to support. How should I proceed?

Date and Time:	Saturday, May 07, 2022 - 4:00PM EDT
Preferred Phone Number:	XXXXXX
Alternate Phone Number:
Confirmation Number:	G196288M
Case #:	03872226

A

arcosin

Enthusiast II

Hi all,

We understand the frustration any customer feels when your experience isn’t what it should be.

We equally understand the frustrations around and apologise for the recent communications that have led to confusion about the 14.6 update.

Please be assured that your listening experience, the sound quality, and the performance of our products is and will remain our absolute priority.

If you experience a dropout or any other issue on your system, please contact support with your diagnostic report from within 10 minutes of the drop-out occurring and we will look into it right away.

There are different reasons why drop outs may occur, and we want to make sure that we can help you.

Seeing as this topic is not resolved for those commenting, I have removed the ‘best answer’ until further notice.

I had a pre-arranged SONOS - Ampac call with higher level support after spending hours with regular support. I have submitted over 10 diagnostics.

I was informed I would hear back from support on May 10th after the issue had been discussed internally. Never heard back from support. No email, No phone call. Nothing. Details below. Kindly, tell me exactly how much more time I should spend talking to support. How should I proceed?

Date and Time:	Saturday, May 07, 2022 - 4:00PM EDT
Preferred Phone Number:	XXXXXX
Alternate Phone Number:
Confirmation Number:	G196288M
Case #:	03872226

It’s because they have nothing to tell you other then remove and add rears and sub or blame your internet connection.

Ken_Griffiths

Also, I find it very provocative of Sonos to state that they want us to file more diagnostics. It has been 4 weeks+. Don’t they have all the diagnostics they need to fix it by now?

It feels more like they are deflecting and trying to blame it on their customers.

Perhaps it’s more a case that there are a number of different factors that users here are experiencing with a variety of different TV hardware/peripherals - there is no obvious pattern seen in the lengthy thread here and if you look back through the posts, there are some that lack any diagnostic reports.

Indeed, a couple of users appear to have suddenly joined the forum and within a day or so, mention in their first post that they are selling all their thousands of pounds of recently purchased Sonos equipment because of this and then proceed to advertise ‘rival’ products that they plan to purchase as an alternative? That just makes me personally dubious as to the real extent of the issue, but clearly some users here are (without any doubt) genuinely experiencing this issue since the v14.6 update and maybe dealing with the matter on a ‘case by case’ basis, will resolve it for all soon anyway.

F

Foxis

Enthusiast II

I would encourage people to make their voices heard in other forums and on social media. In reddit for example there are a few threads about this issue but the community in general seems to be unaware of the issue.

I am fortunate to have my purchase be protected by quite strict consumer protection laws, so I will simply be returning my system in full if this problem is not solved quite soon.

But until then I will make sure that this issue is on the radar of other current or potential customers.

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