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Hello

I bought an ARC and a SUB one year ago. For 6 months the pair of them sounded amazing. 
 

It could be a coincidence, but 6 months ago I updated my broadband deal and got a new router. Since then the sound from the ARC and SUB have deteriorated. Previously I had to have the SUB volume set below 0 because the bass was too powerful. When watching a film on Netflix the wardrobe doors used to rattle due to the power. Since the change of router, I can turn the SUB to maximum volume with no real change. When placing my hand inside the SUB I can feel that it’s working, but the sound is terrible to what it used to be. 
 

I have had both the SUB and the ARC replaced by the store they were bought from. The sound is still the same. Not great. 

I have phoned SONOS support on many occasions and they can’t find any faults when I’ve submitted diagnostics. Their advice is that it could be a software issue and I should wait for a software update. I was told this in July and on Thursday (24/10/24). 

I’ve also been to a hi-fi shop in Liverpool to ask them if they’re aware of anyone with similar issues to mine. Their ARC and SUB sounded how mine used to sound.

As I’ve explored all avenues, I can only think the problem is due to a router issue or the need for a software update. 

Having said that, I don’t understand why the hi-fi shop doesn’t need a software update, and theirs works perfectly. 

Any help/advice would be greatly appreciated. 

Thanks for reading. 

Since there is no mention of Trueplay, I have to ask if you have tuned the system with Trueplay? If you have an Android phone this may not be possible, but does a great job with iOS.

https://support.sonos.com/en-us/article/trueplay-compatible-devices-and-sonos-products

 

No mention of which codecs are in use when watching Netflix either - all I can add is that the Sonos Arc, Surrounds & Sub rattle a glass display cabinet contents and it’s doors aswell in our Dining Room, even with the Sub/Bass levels set at its default settings whilst playing a Dolby TrueHD encoded Movies… but not so (of course) if listening to the same Movie using PCM stereo only… so check the audio input.

I’d perhaps try a different TV and/or HDMI cable too (if that’s an option you have available to you).

If the issues persist, then I guess a fault cannot be ruled either at this point … and so it maybe best to reproduce any issue(s) seen and then immediately submit a Sonos system diagnostic report from within the Sonos App, note it’s reference and contact/chat with Sonos Support Staff via this LINK and see what the Staff can perhaps suggest to help you to resolve the matter.

Since there is no mention of Trueplay, I have to ask if you have tuned the system with Trueplay? If you have an Android phone this may not be possible, but does a great job with iOS.

https://support.sonos.com/en-us/article/trueplay-compatible-devices-and-sonos-products

 

Thanks for your reply. 
Yes, I’ve tried tuning to Trueplay. As I have done since July. It makes no difference whatsoever. I’ve just tuned it again, and it’s the same. 
I find it hard to understand how two components can work perfectly “out of the box” for 6 months and then turn to shit. 
With Trueplay I can understand how this might tweak settings based on the room it’s in (and if you’re using surrounds. I’ve completely turned the surrounds off because I’m sick to death of adding them to no avail), but the sound should be still be brilliant without using Trueplay. 

It really should not be this hard. 

No mention of which codecs are in use when watching Netflix either - all I can add is that the Sonos Arc, Surrounds & Sub rattle a glass display cabinet contents and it’s doors aswell in our Dining Room, even with the Sub/Bass levels set at its default settings whilst playing a Dolby TrueHD encoded Movies… but not so (of course) if listening to the same Movie using PCM stereo only… so check the audio input.

I’d perhaps try a different TV and/or HDMI cable too (if that’s an option you have available to you).

If the issues persist, then I guess a fault cannot be ruled either at this point … and so it maybe best to reproduce any issue(s) seen and then immediately submit a Sonos system diagnostic report from within the Sonos App, note it’s reference and contact/chat with Sonos Support Staff via this LINK and see what the Staff can perhaps suggest to help you to resolve the matter.

Thanks for your reply. It’s appreciated. 
I don’t think it’s a fault with the ARC or SUB because both have been replaced, thanks to the shop they were bought from. 
I also don’t think it’s anything to do with the TV or HDMI. Even when I used to listen to BBC Sounds through the Sonos app, the sound/bass was amazing.
In my mind, using the Sonos app for BBC Sounds does not necessitate the need for a TV or an HDMI. 
I’m happy to be told I’m wrong.

As I said to the previous responder, I can’t fathom why something so great has gone to something so bad. 
It shouldn’t be this hard to solve the problem of 2 items of hardware.

It’s not hard @ARCSUB - what codec is shown on the Now Playing Screen in your App when watching say the movie ‘6 Underground’ and why is adding your surrounds to no avail? Are you sure you’re not using PCM 2.0 with Netflix etc?

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