Lost surround and sub ( after update ?)

Show first post
This topic has been closed for further comments. You can use the search bar to find a similar topic, or create a new one by clicking Create Topic at the top of the page.

1604 replies

peterbault
Userlevel 6
Badge +6

I’m still lurking also waiting for any news/fix for this.. I’ve got as far as a ‘level 3’ engineer with support after emailing the CEO and getting a response from Sonos on twitter, but I’ve been left hanging for about 2 weeks now with absolutely no response.

 

I guess my question is, has anybody had any kind of conversation with any of the level 3 techs yet about this? From what I can tell, when going the support route, that seems to be the point where the line goes dead.

Yeah, sadly its 3 weeks tomorrow sitting at L3 with no contact for me. 

I spoke with L3 yesterday and for the first time in 7+ weeks I’m optimistic this will be resolved.  I cannot say much but just wanted give hope to this community.  Its moving in the right direction in large part because of this tread and the work that’s gone on in here.  Thanks all!

Really appreciate you letting us know. If this does get resolved, a few things still needs to be done.

 

A) Everyone in this thread should be getting something from Sonos. $50 credit, year of Sonos music, etc...but something

B) Most of us are due an apology. I was essentially told I didn't under stand what bass was and how a subwoofer should sound by the last tech I talked to and was treated like a child even when I explained I fully understood what I should be hearing and how to tell if the sub was firing. While explaining that this happened after 14.6, but being told it was a network problem no matter how much you pointed to the problem occurring if you used an ethernet. Many of us were treated like simpletons.

C) I'd like to thank everyone on here that was going through extensive testing of things beyond my understanding with things such as the network diagnostics. I'm sure without that information disproving the myth that it was our networks, nothing would have forced Sonos hand.

 

So this is to crossing g our fingers and praying this really is going to be resolved.....let's wait for an update a BIG apology.

I don’t need any of that just a fix is fine

I
Badge

Just to throw my hat in the ring.  Cant say i’ve noticed dropouts but I have arc, with sub and 2 sonos 1 surrounds going to a Sony A8H.  Last night while watching my surrounds went out of sync with the arc.  Just about a second or two behind the arc audio.  I switched sources thinking it may have just been the imbedded audio (youtube video, stereo sound) but it continued on my cable box 5.1 source. I reset everything and my routers and the problem for now seems to have been fixed, however based on what i’m reading in this forum it seems I may be another impacted user.  Such a shame, my sonos has always been an absolute rock stable system.  Really disappointing to see how they are handling this as well.  They have always been great. 

M
Userlevel 5
Badge +6

I’m still lurking also waiting for any news/fix for this.. I’ve got as far as a ‘level 3’ engineer with support after emailing the CEO and getting a response from Sonos on twitter, but I’ve been left hanging for about 2 weeks now with absolutely no response.

 

I guess my question is, has anybody had any kind of conversation with any of the level 3 techs yet about this? From what I can tell, when going the support route, that seems to be the point where the line goes dead.

Yeah, sadly its 3 weeks tomorrow sitting at L3 with no contact for me. 

I spoke with L3 yesterday and for the first time in 7+ weeks I’m optimistic this will be resolved.  I cannot say much but just wanted give hope to this community.  Its moving in the right direction in large part because of this tread and the work that’s gone on in here.  Thanks all!

Really appreciate you letting us know. If this does get resolved, a few things still needs to be done.

 

A) Everyone in this thread should be getting something from Sonos. $50 credit, year of Sonos music, etc...but something

B) Most of us are due an apology. I was essentially told I didn't under stand what bass was and how a subwoofer should sound by the last tech I talked to and was treated like a child even when I explained I fully understood what I should be hearing and how to tell if the sub was firing. While explaining that this happened after 14.6, but being told it was a network problem no matter how much you pointed to the problem occurring if you used an ethernet. Many of us were treated like simpletons.

C) I'd like to thank everyone on here that was going through extensive testing of things beyond my understanding with things such as the network diagnostics. I'm sure without that information disproving the myth that it was our networks, nothing would have forced Sonos hand.

 

So this is to crossing g our fingers and praying this really is going to be resolved.....let's wait for an update a BIG apology.

F
Userlevel 4
Badge +4

I’m still lurking also waiting for any news/fix for this.. I’ve got as far as a ‘level 3’ engineer with support after emailing the CEO and getting a response from Sonos on twitter, but I’ve been left hanging for about 2 weeks now with absolutely no response.

 

I guess my question is, has anybody had any kind of conversation with any of the level 3 techs yet about this? From what I can tell, when going the support route, that seems to be the point where the line goes dead.

Yeah, sadly its 3 weeks tomorrow sitting at L3 with no contact for me. 

I spoke with L3 yesterday and for the first time in 7+ weeks I’m optimistic this will be resolved.  I cannot say much but just wanted give hope to this community.  Its moving in the right direction.  

I think we’ve all been hoping Sonos understood this better and were working on this more in the background than they’ve been acknowledging. I hope this is true and I am encouraged to hear it. 

F
Userlevel 3
Badge

I’m still lurking also waiting for any news/fix for this.. I’ve got as far as a ‘level 3’ engineer with support after emailing the CEO and getting a response from Sonos on twitter, but I’ve been left hanging for about 2 weeks now with absolutely no response.

 

I guess my question is, has anybody had any kind of conversation with any of the level 3 techs yet about this? From what I can tell, when going the support route, that seems to be the point where the line goes dead.

Yeah, sadly its 3 weeks tomorrow sitting at L3 with no contact for me. 

I spoke with L3 yesterday and for the first time in 7+ weeks I’m optimistic this will be resolved.  I cannot say much but just wanted give hope to this community.  Its moving in the right direction in large part because of this tread and the work that’s gone on in here.  Thanks all!

L
Userlevel 5
Badge +11

going to try TV control off and only using my TV remote to turn on/off the TV and see how it goes

I only use my TV remote for turning on my TV (Lg CX) and the issue is still present. 

I knew it was too good to be true

Another good tip though. The lag on HDMI volume control has bothered me. IR feels better.

 

So what exactly do I lose if I turn off tv control?

I normally use my LG CX remote to turn on/off TV and adjust volume, unless if i’m using my apple tv 4k I will use that remote for volume instead.

 

P
Userlevel 2
Badge

Everyday I’ll check this post praying for some kind of resolution and everyday I’m disappointed. I will say I haven’t had a drop in a while since I turned off Atmos and Dolby Vision on my Apple TV; that’s the solution that’s seemed to consistently work for me. But man the sound is not as tight when it’s Dolby Digital 

M
Userlevel 5
Badge +6

Are we all still losing surrounds & subs randomly? 

My home has a fairly large Sonos setup… Ones in the bathroom, bedroom, kitchen, a Five in my office, and the TV room is an Arc + 2xPlay:1 + Sub (gen 1). Everything except the kitchen and office are on ethernet and we’re on the 14.8.1 update.

Surrounds still drop out. It’s infuriating. 

Yep. But according to Sonos you messed up the room layout and the fungswae is causing the drops.

C

Are we all still losing surrounds & subs randomly? 

My home has a fairly large Sonos setup… Ones in the bathroom, bedroom, kitchen, a Five in my office, and the TV room is an Arc + 2xPlay:1 + Sub (gen 1). Everything except the kitchen and office are on ethernet and we’re on the 14.8.1 update.

Surrounds still drop out. It’s infuriating. 

M
Userlevel 5
Badge +6

Well, the one positive thing about this whole situation is that it allowed me to re-discover how good the Sonos Arc can sound on it's own. But I still miss my surround speakers, especially on videogames :( 

Yeah, unfortunately I paid for a sub I'd like to work whenever I feel like it.

S

Well, the one positive thing about this whole situation is that it allowed me to re-discover how good the Sonos Arc can sound on it's own. But I still miss my surround speakers, especially on videogames :( 

peterbault
Userlevel 6
Badge +6

just experienced the issue after turning off TV control on Apple TV and only turning the tv on with the tv remote 

B
Userlevel 3
Badge

Appreciate this has more than likely been tried and discussed, but I gave my Arc, Sub and surrounds static IPs and haven’t had the issue since. However, I’d often go a while without experiencing it before then it would happen frequently, so it may just be serendipity. 

I’ve had all my Sonos stuff on reserved IP’s for as long as I can remember. Was rock solid until 14.6 dropped and I’ve been suffering the same issues as everyone else since.

SVC seems to have lessened the issue, and I don’t think I’ve had any problems on non-Atmos audio since then, but I’m still seeing the issue at random points on content with an Atmos track.

B
Userlevel 3
Badge

I’m still lurking also waiting for any news/fix for this.. I’ve got as far as a ‘level 3’ engineer with support after emailing the CEO and getting a response from Sonos on twitter, but I’ve been left hanging for about 2 weeks now with absolutely no response.

 

I guess my question is, has anybody had any kind of conversation with any of the level 3 techs yet about this? From what I can tell, when going the support route, that seems to be the point where the line goes dead.

Yeah, sadly its 3 weeks tomorrow sitting at L3 with no contact for me. 

It’s not looking good on that front. I’ve sent 3 emails since I was referred over to them with no reply. I can’t think of a reason why they would just flat out ignore everyone unless they’ve been specifically briefed to do so.

Could it be they are worried about someone admitting liability during the troubleshooting process? It’s just gonna be a case of sitting tight and hopefully at some point an update will drop that fixes the issue.

G

Appreciate this has more than likely been tried and discussed, but I gave my Arc, Sub and surrounds static IPs and haven’t had the issue since. However, I’d often go a while without experiencing it before then it would happen frequently, so it may just be serendipity. 

B
Userlevel 6
Badge +7

going to try TV control off and only using my TV remote to turn on/off the TV and see how it goes

I only use my TV remote for turning on my TV (Lg CX) and the issue is still present. 

I knew it was too good to be true

Another good tip though. The lag on HDMI volume control has bothered me. IR feels better.

Agreed, always had that lag for some reason. Much happier on IR.

F
Userlevel 4
Badge +4

going to try TV control off and only using my TV remote to turn on/off the TV and see how it goes

I only use my TV remote for turning on my TV (Lg CX) and the issue is still present. 

I knew it was too good to be true

Another good tip though. The lag on HDMI volume control has bothered me. IR feels better.

B
Userlevel 6
Badge +7

I’m still lurking also waiting for any news/fix for this.. I’ve got as far as a ‘level 3’ engineer with support after emailing the CEO and getting a response from Sonos on twitter, but I’ve been left hanging for about 2 weeks now with absolutely no response.

 

I guess my question is, has anybody had any kind of conversation with any of the level 3 techs yet about this? From what I can tell, when going the support route, that seems to be the point where the line goes dead.

Yeah, sadly its 3 weeks tomorrow sitting at L3 with no contact for me. 

peterbault
Userlevel 6
Badge +6

going to try TV control off and only using my TV remote to turn on/off the TV and see how it goes

I only use my TV remote for turning on my TV (Lg CX) and the issue is still present. 

I knew it was too good to be true

B
Userlevel 3
Badge

I’m still lurking also waiting for any news/fix for this.. I’ve got as far as a ‘level 3’ engineer with support after emailing the CEO and getting a response from Sonos on twitter, but I’ve been left hanging for about 2 weeks now with absolutely no response.

 

I guess my question is, has anybody had any kind of conversation with any of the level 3 techs yet about this? From what I can tell, when going the support route, that seems to be the point where the line goes dead.

S

going to try TV control off and only using my TV remote to turn on/off the TV and see how it goes

I only use my TV remote for turning on my TV (Lg CX) and the issue is still present. 

peterbault
Userlevel 6
Badge +6

going to try TV control off and only using my TV remote to turn on/off the TV and see how it goes

S

Hi, another affected user here. Happy I found this forum for consolation, but not happy that there's no official fix yet for the issues.

Both my Sub and my Surround Speakers (2 Sonos One's) started acting up about a month ago (losing sound completely and getting delayed sound sometimes too). Tried already a few reboots, re-pairing both the sub and the surround speakers and even retuning with Trueplay, but the issue still persists.

Hopefully Sonos can bring out a new firmware soon. 

skullc
Userlevel 6
Badge +12

@Brad Porter not lagging for me

Network= livewire cpe pro 3 +eero 6 pro wireless
peterbault
Userlevel 6
Badge +6

I have found that I only now lose surrounds and sub if I use the AppleTV remote to initially turn on my tv and the AppleTV.  If I use the tv remote to turn the tv on, I have no issues.

I am dead. my soul has left my body

Terms & ConditionsCookie settings