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My sonos Sub is connected but not working

  • January 1, 2026
  • 7 replies
  • 87 views
S

My sonos Sub Gen 3, stopped working when I got a new Wi-Fi set up at home, I have done everything possible, resetting it severally, connecting it and reconnecting it severally as well, I have moved my sonos product to different rooms in the app and created different room as well with no success. Right now the sub shows it’s connected, I can see from the app that my sub is connected but not playing, the sound isn’t coming out and it’s frustrating to me because I like the sounds of the sub when listening to music, it’s just my my Sonos Arc that is working properly.. 

Please I need  sonos support team to help me sort this out, my visitors are not impressed on New Year celebration because my sub wasn’t working. Please advice me on what to do next..

Regards

Best answer by Airgetlam

As far as I’m aware, Sonos doesn’t offer support via email. Your best bet would be to call Sonos Support to discuss your concerns. 

When you speak directly to the Support staff, they have tools at their disposal that will allow them to give you advice specific to your network and Sonos system.

7 replies

Stanley_4
  • Stanley_4
  • Lead Maestro
  • January 1, 2026

Call Sonos support, this is a user to user community for the most part.

Only advice I can offer is to quit factory resetting things, it almost always makes things worse.

There are specific situations in the support section where a reset is needed and Sonos may recommend one after looking at the critical internal data the reset will delete.

    Pools-3015
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    • Pools-3015
    • Prodigy I
    • January 1, 2026

    The simplest thing to do would have been to reuse the same SSID and password from your old “WI-FI setup”. This would have allowed devices to automatically reconnect. Some may have needed to be rebooted so that they can get a net IP address. 

    The other way is to perform these steps when you want a new SSID and password:

    https://support.sonos.com/en-us/article/connect-sonos-to-a-new-router-or-wi-fi-network

    Tell us more about your network. Have you simply added a mesh system to your ISP router? If so, did you place the ISPs device into bridge or passthrough mode?

    You may be dealing with a double NAT issue if you didn’t. Sonos has a habit of holding onto old network settings.

     

      S
      • SoftMan
      • Author
      • Contributor I
      • January 2, 2026

      Pools-3015 Prodigy, 

      Yes I recently got a new router and internet extended, I guess another name for it is  {Mesh }. I don’t have knowledge about networking so I really don’t know what ISP passthrough mode or bridge means,  and doble NAT. can you please tell me what to do so I can try that and see, I have sent an email to sonos and haven't heard from them.

      Thanks Prodigy for your contribution.

      Airgetlam
      • Airgetlam
      • Answer
      • January 2, 2026

      As far as I’m aware, Sonos doesn’t offer support via email. Your best bet would be to call Sonos Support to discuss your concerns. 

      When you speak directly to the Support staff, they have tools at their disposal that will allow them to give you advice specific to your network and Sonos system.

      Bruce
        N
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        • nik9669a
        • Senior Virtuoso
        • January 2, 2026

        My sonos Sub Gen 3, stopped working when I got a new Wi-Fi set up at home,  Right now the sub shows it’s connected, I can see from the app that my sub is connected but not playing, the sound isn’t coming out 

        Just to be sure: is the Sub connected on your network, or is it connected to your Arc? 

        S
        • SoftMan
        • Author
        • Contributor I
        • January 2, 2026

        The Sub is connected to my Arc and same network but it doesn’t sound out. 

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        • nik9669a
        • Senior Virtuoso
        • January 2, 2026

        The Sub is connected to my Arc and same network but it doesn’t sound out. 

        Normally, a Sub is “bonded” to a soundbar using a dedicated WiFi link created by the Arc. It’s not a standard setup if the Sub is on the network itself, and this is why I asked the question. 
         

        I think you need to speak to Sonos support. 
         

         

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