Sonos beam gen 2 issues

I’d certainly recommend getting directly in touch with Sonos Support, so they can help determine what the issue is, and help you deal with it. Not sure cursing at the community here will do much good. 

Unfortunately I also have this issue. I bought my Sonos gen 2 last week and a few days later it happened. The next day it happened again and I unplugged it after that. I reached out to Sonos support live chat but they couldn’t help me because I unplugged it and they don’t have diagnostics to work with then. 
I sent a few links to this and similar other topics, but it wasn’t enough. I needed to wait until it happened again so I can send the diagnostics.

Today I tried to reproduce it, and after a while it happened again. I immediately sent diagnostics and contacted live support again.

This also wasn’t enough. They now want me to let it happen again so I can record a video so I can prove it actually is happening to me… I can’t believe they are forcing me to hear this extremely loud sound again. I’m quite shocked to be honest.

It seems this issue already started since it got released and they still haven’t found a solution for it. In my opinion they shouldn’t be allowed to sell this product anymore until it is fixed.

Hi all, 

I spoke with Sonos phone support 2x today regarding this issue - some interesting tidbits; 

1. they referred to it as a “known issue” but would not give me any detailed information
2.  they seemed to have a lot of trouble with the diagnostic reports. I submit ANOTHER report while the issue was going on and captured it on video. Phone support seemed to want me to have the issue occuring while i was on the phone with them and i said that wasnt possible given how deafeningly loud the beam2 is while the issue is going on. It’s literally so loud you can hear it from outside my apt. 
3. They took down my model # and said that they’d be sending out a replacement in the next 1-2 business days but also that a new product team-member would be contacting me to troubleshoot the issue…..that doesn't really make sense to me but at least it’s different than going through the diagnostic report song & dance. 

I have video of the issue occurring on 2/1/22 but Phone Support did not give me a way to send it or upload to them. 

Also, I strongly advise against doing a factory reset because this seems to delete all previous diagnostic information. Chat support had isntructed me to do this (which I did at the time not knowing better). 

Update here: 

I was escalated to the “Sonos Escalation team” via phone support who emailed me directly. I sent them the video that I took of the issue and they informed me that no further diagnostics would be needed that the device would have to be replaced so they’re sending me a new Beam G2. 

My best advice is take video evidence and send it to the escalation team. 

Hope this helps someone in the future. 

Hello all,

A quick update here after having tested my replacement unit for over 24 hours.

I have not reproduced the problem so my advice would be to get in touch with Sonos support or the place where you bought the beam to check if it’s a faulty unit (these things happen).

Cheers

Unfortunately, I am having the same terrifying issue. I contacted support and they recommended full reset of everything from router to Sonos Bean 2. I did, but the gunshots rang out at full blast again.