Contributor I

Gen 3 sub cant connect / Spectrum router issue??

13 replies
375 views

Riddle me this. I Spent a solid hour yesterday on the phone with Sonos tech support after waiting for 1 hour, nice guy going through the pairing process on gen 3 sub. Im running 2x era 300 and arc on 5.1 surround. Have not been able to pair sub and have it stick, the sub is dropped almost instantly. Once this happens, the app does not drop the sub, I manually remove the sub, close app, factory reset and try again… over and over and over. Come to find out from tech, there is a “known spectrum issue with firmware updates on routers.” I was given 3 approved firmware updates in order to run wifi. 1.5.6, 4.4.4, 1.3.6. I call Spectrum today, have them monitor the system while pairing and setting up, they can't update my router because it is updated running 1.5.5.6, mind you Im pushing 600mbs down on speed at 2.4ghz. The sub runs at 5ghz and is not switchable to 2.4 from spectrums end like most products, so naturally when attaching to arc, it dumps the sub. Does anyone know if we can ethernet to arc and bypass 5ghz signal or switch in app. This seems to be the issue. The other solution is me running 75 ft of ethernet to run from router but that makes the sub a network of its own and limits how I can set Sonos, according to tech.

I spent $3000 as a first time customer for this *. If the app is trash, and indeed it seems as it produced inconsistent issues in initial setup for all products, then fix it. If the sub in fact is a 5ghz only product, then notate that before selling it. IS anyone else having this issue?

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

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.

M

MacenzoAuthor

Contributor I

Chat reps not available?

Airgetlam

Yes, you can connect your Sub and the Arc via Ethernet cables to your router. It’s not the designed setup, but if you’re having issues, it should work.

Note, when ‘bonded’ to an Arc, the Sub doesn’t connect directly to your router, instead it connects to a ‘hidden’ 5Ghz channel created by the Arc.

Bruce

Airgetlam

Just as a note, I had nothing but trouble with both Spectrum provided hardware, and AT&T. I ended up using their devices as a gateway to my own router.

Bruce

M

MacenzoAuthor

Contributor I

@Airgetlam, I was hoping to mitigate the issue by running ethernet to Arc from sub and then wifi out to router. They are on common wall, the router is 75’ around the room via wired connection on opposite wall. 15’ via wifi. Apparently this is not possible. If I owned the home, I would just drop a plug and everything would be wired, I don't.

Airgetlam

Yea, it doesn’t work that way, to my knowledge. My understanding is that it needs the router ‘in the middle’ to direct the packets to the correct place. I’d at least try temporarily wiring just the Sub, though, since (I think) your Arc is connected, and staying so. I’d also switch to a 2.4 GHz channel for the Arc, just to leave clear the 5Ghz channel for the Sub. This is speculative, you didn’t say one way or the other.

Bruce

U

username12345

Contributor I

I just got a new router from Spectrum today and am having a similar issue -- Sonos Ones are dropping immediately after adding them as surrounds. 5 hard reset cycles later and I’m waiting on the phone with tech support. Hopefully hard-wiring is not the answer. Let us know what you find!

M

MacenzoAuthor

Contributor I

@username12345 in short…

workaround for Sonos from their chats with spectrum is running 1.5.6 on spectrum 1 router specific model #. There is a 4.4.4 and 1.3.6 firmware update as well for other units model numbers. The issue I'm confronted with is my router is updated and running 1.5.5. There is no 1.5.6 according to spectrum tech. Im not in a position where wired makes sense either.

M

MacenzoAuthor

Contributor I

@Airgetlam According to spectrum tech monitoring the linking process. The arc and era 300s are connected and running 2.4 already. No issues with those, the sub is the only thing looking to run 5ghz.

M

MacenzoAuthor

Contributor I

End result from 2 technicians help (they were great and played their hand well.) , 10 hours of wasted personal labor, 4 of which on the phone…..

I need to run a mesh network or spend more money on hardware to fix a router issue after spending $3000 on failed products to potentially run a product line that has yet to work.

Word of advice for all pist off customers, rate this on better business bureau and each forum you can review these products until it forces the people with capital to expense the income to actually fix the issue. Call your representatives, email the ceo, get some ice cream and pray if that's your thing. What a waste.

AjTrek1

I have to agree with @Airgetlam . Spectrum is not a good fit for Sonos. Spectrum’s router must meet the specifications in the link or you’re forced to use a wired solution.

https://support.sonos.com/en-us/article/charter-spectrum-sax2v1s-sax2v1r-sax1v1s-compatibility

My advise is to purchase your own router and just use the Spectrum modem. The upside is that you can switch ISP’s and/or move to another local and continue to use your own router. Sonos doesn't communicate with the ISP’s modem it's communicating with the router; either yours or the ISP’s.

I currently have Comcast as my ISP. In the past I’ve used Google Fiber and TimeWarner (which is now Spectrum). I’ve always used my own router and the ISP’s modern only.

Together Everyone Achieves More = T.E.A.M.

Show more replies

Sign up

Login to the community