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How do I stop my new Sonos One SL dropping off my controller?

Forum|Forum|5 years ago
April 11, 2021
44 replies
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My new Sonos One SL drops off my controller, or stops functioning on the controller like as if it loses signal. It keeps playing with my Beam and Play 1 in the other room, but at times I can’t change the volume until it finds the system again on the app. Or like just now, I go to listen to music on the One SL and it’s not on the app, unlike my Beam or Play 1. They’re only in a room next to one another, and the room that the SL is in, does not have signal issues for any other devices like an Echo Dot, mobile phones, or laptops etc.

All the devices are wireless. This is happening daily.

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Best answer by Corry P

Thanks @scottyboi08 - I was getting close to asking for some pictures.

I was more concerned with devices being too close to each other and interfering, than with devices being too far from the router - the signal strength from the router to the Beam is good.

Regarding the transmission retry rate, I’d like you to try turning off the Sky box and PS5 at the power for 10 minutes, play music to the Beam for those ten minutes and then submit a diagnostic - when you next reply here, I’ll compare it to the last.

I would also like to try taking the router out of Harry Potter’s bedroom, to see if that helps - try that after the Sky and PS5 steps (if practical) and send another diagnostic. It could be that load-bearing walls, or a higher amount of solid wood construction around the stairs, is surrounding the router and blocking the signals somewhat.

As for the missing Sonos One, new information has come to light. We have recently been getting reports of this same issue from other BT Smart Hub 2 owners - there seems to be a recently developed problem with them not bridging communications over the 2.4 and 5 GHz bands. This explains your Sonos One being missing while connected to 5GHz. We recommend you get in touch with BT technical support and let them know that “you’ve discovered an issue whereby client devices connected to 2.4GHz (“gigahertz”) and 5GHz are unable to communicate locally, and vice versa, as if the router was erroneously activating Wireless Isolation which is not an option in the router settings”. Ask them if there is a new firmware version available for your BT Smart Hub 2 and if there isn’t one available, ask them if they can see if your router updated in the last 3 months (or however long you think this has been happening) and if so, can you roll-back to the previous version? At the very least, find out if they have acknowledged the issue and are planning an update to fix it soon.

Anyone reading this should get in touch with our technical support team before contacting BT so we can confirm the issue and we’d very much like to document it and gather data to better understand the issue.

There are two workarounds - either disable 5GHz on your BT Smart Hub 2, or wire one Sonos component to ethernet and use SonosNet. Edit: You may have to do both (SonosNet will not help Moves or Roams).

Edit: the Smart Hub 2 firmware version causing this issue is V0.26.03.01286. Not all Smart Hub 2 owners will have been issued with this version yet.

If you mention “Sonos” and issues with your speakers to BT support they’re just going to refer you back to us so please try not to, as in this instance we cannot help - other than to suggest purchasing a 3rd-party router (if you spend at least £60, you’ll get a much better router than any you will get for free from any ISP) to replace the BT one.

Please let us know how you get on.

Show previous replies

Smilja

I think that’s a telephone socket though. So not sure if it would work or not…

It won’t work.

»And the world is like an apple whirling silently in space, Like the circles that you find in the windmills of your mind.« (›Windmills Of Your Mind‹ [1967]. Music by Michel Legrand ; English lyrics written by Alan & Marilyn Bergman)

Corry P

Sonos Staff

Hi @scottyboi08

You could use a Boost, yes, but we only recommend you purchase one of those if you cannot get an ethernet cable to a Sonos player, as a wired player will perform the same job as the Boost.

As @Smilja says, that’s a telephone socket - you cannot connect Sonos to it, though yes, you may be able to get your router working there instead (though it should be kept 1m away from your TV and Beam).

Hi @Stall

You may be experiencing a different issue if your Android device is affected too. I recommend you get in touch with our technical support team, who have tools at their disposal that will allow them to give you advice specific to your Sonos system.

"Common sense is the collection of prejudices acquired by age eighteen." - Albert Einstein

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scottyboi08Author

Trending Lyricist I

Hi @scottyboi08

You could use a Boost, yes, but we only recommend you purchase one of those if you cannot get an ethernet cable to a Sonos player, as a wired player will perform the same job as the Boost.

As @Smilja says, that’s a telephone socket - you cannot connect Sonos to it, though yes, you may be able to get your router working there instead (though it should be kept 1m away from your TV and Beam).

What should I then do if I can get an Ethernet connected to one of the Sonos? Do I restart all devices, and then set them up. Could you give me instructions.

I did try it with my Play 1, but it then didn’t bring any of them up onto my controller, so didn’t think it would work, but maybe I didn’t follow the correct process.

Corry P

Sonos Staff

HI @scottyboi08

What should I then do if I can get an Ethernet connected to one of the Sonos? Do I restart all devices, and then set them up. Could you give me instructions.

I did try it with my Play 1, but it then didn’t bring any of them up onto my controller, so didn’t think it would work, but maybe I didn’t follow the correct process.

Connecting the cable is all you should need to do, other than wait for it to then reboot - other speakers will pick the signal it broadcasts, then immediately prefer that connection over WiFi and reboot too. So, connect the cable then wait about 2 minutes - that's usually all you need to do.

If you are able to connect in the app, you can go into Settings » System » About my System and check for WM:0 next to each room - this means they’re using SonosNet. Some speakers may need a manual reboot - they’ll say WM:1, but it’s unlikely. You can ignore any that say WM:2 - this is satellite speakers connecting directly to a Home Theatre product.

If you are unable to connect, make sure you are connecting the speaker to a LAN/Network/Ethernet port on the router and not a WAN/Internet port. Try another cable if you have one.

Aside from physically moving your router, you can get ethernet cables up to 100m long so by no means are you restricted to the 1m cable you probably have.

"Common sense is the collection of prejudices acquired by age eighteen." - Albert Einstein

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Duffer56

Contributor I

I have been directed here also as my Sonos keeps dropping out and it’s driving me mad!

I have recently upgraded my BT Smart Hub 2 to the Halo 3+ and have had nothing but issues since then.

It is reaching the point where I was going to look for a different music system as it is so frustrating!

I will try going down the BT route to see if I can get some success there but thank you so much for this post - I was beginning to think I was mad!

D

Duffer56

Contributor I

I have just read out the notes (see earlier post) to BT and they are going to send me out a new hub to see if that resolves the problem.

Fingers crossed!

Smilja

You can ignore any that say WM:2 - this is satellite speakers connecting directly to a Home Theatre product.

No, WM:2 is indicator for the satellite speakers being connected to the HT theater product in WiFi (station) mode. In SonosNet the surround speakers (and the Sub) also display WM:0.

»And the world is like an apple whirling silently in space, Like the circles that you find in the windmills of your mind.« (›Windmills Of Your Mind‹ [1967]. Music by Michel Legrand ; English lyrics written by Alan & Marilyn Bergman)

Corry P

Sonos Staff

No, WM:2 is indicator for the satellite speakers being connected to the HT theater product in WiFi (station) mode. In SonosNet the surround speakers (and the Sub) also display WM:0.

Thanks @Smilja, I’m more used to using a diagnostic than the About My System page!

"Common sense is the collection of prejudices acquired by age eighteen." - Albert Einstein

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scottyboi08Author

Trending Lyricist I

HI @scottyboi08

What should I then do if I can get an Ethernet connected to one of the Sonos? Do I restart all devices, and then set them up. Could you give me instructions.

I did try it with my Play 1, but it then didn’t bring any of them up onto my controller, so didn’t think it would work, but maybe I didn’t follow the correct process.

Connecting the cable is all you should need to do, other than wait for it to then reboot - other speakers will pick the signal it broadcasts, then immediately prefer that connection over WiFi and reboot too. So, connect the cable then wait about 2 minutes - that's usually all you need to do.

If you are able to connect in the app, you can go into Settings » System » About my System and check for WM:0 next to each room - this means they’re using SonosNet. Some speakers may need a manual reboot - they’ll say WM:1, but it’s unlikely. You can ignore any that say WM:2 - this is satellite speakers connecting directly to a Home Theatre product.

If you are unable to connect, make sure you are connecting the speaker to a LAN/Network/Ethernet port on the router and not a WAN/Internet port. Try another cable if you have one.

Aside from physically moving your router, you can get ethernet cables up to 100m long so by no means are you restricted to the 1m cable you probably have.

If I connected a speaker temporarily, and then after disconnected it from the router, would that then hold the new network it created, or revert back to the previous settings?

Airgetlam

It would revert. It’s the connection of the ethernet cable that causes the speaker to create SonosNet. As soon as you remove that cable, it would revert back to your own wifi.

Bruce

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