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NTurk
Contributor I
Dec 2, 2022 10:17 AM UTC
Answered

Sonos Arc dies after 2 weeks

My 2 week old Sonos Arc died yesterday. Used it during the afternoon without issues and at night, when I connected the TV again, it not longer registered. Followed all the instructions ( rebooting the router, reconnecting the power cable, etc.. ) and nothing worked. The Sonos Arc is completely dead - touching the buttons doesn’t do anything. 

Sub + Sonos One SL are still powered on and register when I touch the buttons - no power issues at all. 

All my home theater devices are connected to power surge protected extension cords. The TV is connected to the same extension as the Arc - so is the sub. All are working just fine. My Sonos Arc was a refurbished model - maybe it was a dud? 

Tried to reach the support team with no success - Live chat says no representatives are available and phone number for Portugal is disconnected.

How can I get help? I can’t seem to even find an e-mail contact. I’d like to active my warranty as soon as possible so I can get a replacement. 

Thank you. 

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106rallye
106rallyeAnswer
Dec 2, 2022 1:55 PM UTC

Contact: support.sonos.com/s/contact

 

Mod Edit: corrected URL to not include US language, and to go to technical support.

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5 replies

Dogdad
Dogdad
Headliner III
Dec 2, 2022 1:32 PM UTC

Just curious...are you just turning the tv on…or as you state, reconnecting it?

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NTurkAuthor
Contributor I
Dec 2, 2022 1:34 PM UTC

Turning it on. Regardless, the Arc no longer appears on the app nor does it show any signs of being powered on. It’s definitely dead. 

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106rallye
106rallyeAnswer
Dec 2, 2022 1:55 PM UTC

Contact: support.sonos.com/s/contact

 

Mod Edit: corrected URL to not include US language, and to go to technical support.

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    NTurkAuthor
    Contributor I
    Dec 2, 2022 2:19 PM UTC

    I tried via that link. I’m given the option to call or chat with a representative. Number is disconnected and chat says no one is available. It isn’t looking like it will be a seamless process - can’t even reach tech support. 

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    NTurkAuthor
    Contributor I
    Dec 2, 2022 3:17 PM UTC

    Number was incorrect. There was an additional 0 at the start of the number. Already spoke with a support technician, very friendly and very helpful. Gave me some additional tests to run, including a factory reset procedure. I will call back once it’s done. 

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