Playbase Music Streaming Issues

I give up. I just typed a reply and got the dreaded message “Something went wrong”. Someone else please help this OP. I’m signing off. Geeze...Gainsight!!

IP addressing on ‘older’ routers still seems to be an issue, along with wifi interference across all devices. Unfortunately, your network isn’t just impacted by your settings, but all sorts of outside influences, both internal to your home, and often, and more concerning, outside your influence. It seems that Sonos saw some of one of these (they’re basically known by their impact, one often can’t tell where the issue is coming from), and suggested you change the broadcast channel / frequency that your router uses. 

If you’re having trouble logging on to your own router, there are issues you need to deal with. If this router was supplied by your ISP, you need to contact your ISP, and work with them. If this is a router you purchased, you need to contact the manufacturer’s CS to get access again. Sonos, nor us in the public, have any access to this data. It’s something you have to do on your own, sorry.

One thing that might potentially help in the meantime is a full network refresh, which doesn’t occur if you just restart the router. Unplug all your Sonos devices from power first, and once that is complete, reboot the router again. Wait two minutes for the router to load back up, and then plug in your Sonos devices to power. Wait another two minutes for the Sonos devices to boot, and reconnect, then check for updates, and apply them. Finally, once that is done, you should be ready to test. 

Ha!! I also had “Something went wrong”, but I was prepared by copying the text before attempting to Send.

Were you working with the support bot or phone support? Phone support is much better.

It’s possible that your wireless environment has become more congested or PLAYBASE has developed a hardware issue. Are any of your SONOS units wired to the network? Are you using S1 or S2?

If a SONOS unit is wired you can change SonosNet channel without having access to the router. In wireless congestion situations this may help.

As suggested, if your router is many years old, a new router can better deal with wireless congestion.

The router is fairly new but it is an Xfinity router.  I realize the router login issues are my problem.  Xfinity’s solution was to factory reset my router (I can’t just reset the password) which would remove my my wifi network and according to them I would need to reconnect all of my (50 or so) smart home devices.  Which I am willing to do if absolutely necessary.  I wanted to exhaust other options before I blow everything up.  I will need to set aside a bit of time to do this.

Buzz:  I was chatting with a person on support.  I don’t have any devices hard wired, but could probably connect one temporarily.  I am using S2.

As I mentioned earlier, i just started having this problem, and none of my other speakers are having issues.  Which leads me to believe there is something going on with the Playbase.  This is my 2nd playbase,  My first one had a wireless card issue, Sonos gave me a good discount on the replacement but I have been wondering how long this one was going to last.  I got 8 years out if it so I guess that is good.   I was very close to pulling the trigger on an Arc Ultra a couple months ago.  I guess I should have.

Well...I’m back 😂

Just FYI….You can factory reset your router (Xfinity or not) and still use the same password. It would be like setting up the router as new. However,..before you do so….

1. Unplug all Sonos
2. Factory reset your router *
3. Use the same password as before when setting up your network
4. Power cycle your devcie
5. Connect your device to WiFi
6. Delete the Sonos App
7. Plug in all Sonos and let them comeback
8. Reinstall the Sonos app
9. Select “Join and existing system” and follow prompts 
10. Sign-in with your credentials

 * The reason to factory reset your router is to clear out any wrong settings and allow setup on a clean pallet. The password has no contaminates therefore using the same password is OK. As you are using a Playbar and possibly an older sub and One’s set the encryption level to WPA2/WPA3. Default setting of WPA3 may not agree with older devices.

I haven’t messed with an XFinity router in around 5 or 6 years, I suspect they’re different…but a reboot, as both I and ​@AjTrek1 suggested, is perfectly OK. 

But the fact you can’t  log in to it needs to be taken up soon with XFinity’s customer service fairly soon. Even if they’re ‘leasing’ it to you, you need to be able to log in to it.  

Does the Playbase have the network section available in the settings for it? If so you can check your signal strength there and compare it to your other Sonos.

Something to consider, for many good reasons and not just Sonos, is buying a quality router and having the ISP device placed in bridge/transparent mode. That gives you full local control and reduces the problems cqused by your ISP changing things.

I had Xfiinity a few years ago. Most ISP’s will allow changing the password (or they will assist) but none that I recall will allow any deep dive into administration.  When I had Xfinity (router/modem combo) they had to set the router to Bridge mode remotely. Of course they squawked and gave the semi-threatening response “We can’t troubleshoot any network problems with a third party router”.

They left me shaking in my boots with that last remark ….so I got rid of all their gear and went Google Fiber 😂