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Question

Playbase audio and connection issues

  • May 7, 2026
  • 1 reply
  • 7 views
S

Hello,

I have a Sonos Playbase that has been presenting multiple issues that have made it impossible to use anymore. It first started to drop out playing TV audio over the optical cable (which replacing the cable did not fix). I then tried a factory reset and which has now caused issues trying to get it joined back to my home system. It doesn’t want to connect over WiFi at all. Instead, I’ve connected it to the network via Ethernet and got it to show up in the Sonos app as an available speaker to add. My phone will join its local WiFi network and listen for the initialisation/pairing sound but despite many attempts it will either fail to play any sound or play it for a fraction of a second and then go silent. This has rendered the speaker completely unusable. 
 

Do you have any other recommendations of what I could try?

 

Many thanks!

 

1 reply

Pools-3015
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  • Pools-3015
  • Prodigy I
  • May 7, 2026

If the audio is dropping with streaming services as well, that would indicate an issue with your router/network. If it just with the TV audio through the optical connection, that could suggest a bad cable or a hardware issue within the Playbase. 

Do not factory reset the Playbase before you speak with Sonos support. You will lose important information if you do.

But try these steps before calling support:

  1. Try a network refresh: power off everything. This includes your router/network and speakers. Reboot your phone while you are at it. Wait 5 minutes
  2. Power on your router/network and allow it to fully boot. do the same with the Playbase. Check to see if the problem is gone or if it still exists.  

If the issue still exists, go and purchase a new optical cable. If the current cable has been banged around or bent, the glass could be broken inside. This can cause connection issues.

If none of that solves the issue, give Sonos support a call and submit a diagnostics. They have tools that can show issues with your speaker and network.

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