Contributor I

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Sonos Home Theater set up Skipping, bluetooth & Arc HDMI - PLEASE HELP!

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Hello,

I have recently purchased a new LG G5 OLED tv and a new Sonos Arc Ultra and Sub 4 (+ 2 ERA 100s, not hooked into home theater, they are set up in a different room).

I am experiencing audio skipping that is quite frequent and very frustrating. Sometimes it happens every few minutes sometimes 2-3 times night. It tends to be more frequent than not. It happens with anything I stream from my tv, does not happen if I have my xbox hooked up or stream music from my phone.

Here is my set up.

LG OLED G5 (2025 model), hooked up with Sonos Arc ultra and Sub 4. This problem has occurred when connecting to my tv both through bluetooth and hdmi arc. This issue has happened since day 1 out of the box.

To mention this issue did not happen with my new tv and old samsung sound bar, it only started happening with the new Sonos set up.

I love the sound from the sound bar and sub, but the skipping is driving me crazy. This is unacceptable for a $2k sound set up. I will return if issue is not resolved.

I have done just about everything.

Multiple different hdmi cords (sonos and high quality brand new ones)
cycled power between all items (multiple times)
factory reset both tv and sonos
upgraded my entire home wifi to top of the line wifi mesh network (1,000 mbps)
all firmware for all devices are up to date
adjusted group audio delay on sonos app

Please help!

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AirgetlamAnswer

I’d try several things. First, remove the Bluetooth connection…no reason to confuse the TV by offering it two methods of connection. Stick with the ARC connection over HDMI. It is greater bandwidth, and can carry Home Theater style formats.

Next, check the TV for updates, and install any that are found. Once that’s done, unplug the TV from the wall for at least 2 minutes, then plug it back in.

Then, check the Sonos for updates using your controller, and apply them. Once that’s done, unplug all Sonos devices from power, then reboot your router. Give the router a couple of minutes to come back up and reconnect other devices, then plug back in your Sonos. Again, give them a couple of minutes to settle down before testing.

Finally, if none of this helps, I would recommend that you submit a system diagnostic within 10 minutes of experiencing this problem, and call Sonos Support to discuss it. Don’t post the resulting diagnostic number here, they get sensitive about GDPR.

There may be information included in the diagnostic that will help Sonos pinpoint the issue and help you find a solution.

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

AirgetlamAnswer

I’d try several things. First, remove the Bluetooth connection…no reason to confuse the TV by offering it two methods of connection. Stick with the ARC connection over HDMI. It is greater bandwidth, and can carry Home Theater style formats.

Next, check the TV for updates, and install any that are found. Once that’s done, unplug the TV from the wall for at least 2 minutes, then plug it back in.

Then, check the Sonos for updates using your controller, and apply them. Once that’s done, unplug all Sonos devices from power, then reboot your router. Give the router a couple of minutes to come back up and reconnect other devices, then plug back in your Sonos. Again, give them a couple of minutes to settle down before testing.

Finally, if none of this helps, I would recommend that you submit a system diagnostic within 10 minutes of experiencing this problem, and call Sonos Support to discuss it. Don’t post the resulting diagnostic number here, they get sensitive about GDPR.

There may be information included in the diagnostic that will help Sonos pinpoint the issue and help you find a solution.

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

jgatie

Agree, there is absolutely no reason to connect the TV by HDMI-ARC and Bluetooth at the same time. Matter of fact, there is no reason to connect the TV via Bluetooth at all. Bluetooth is stereo only, which defeats the purpose of having a multi-channel soundbar for TV sound.

S

Shnm99Author

Contributor I

To be clear, bluetooth and arc hdmi were not connected at the same time. When I received my arc ultra and sub 4, I originally connected them to my tv via bluetooth (this is how my other samsung and yamaha soundbars connect to my tv’s). The skipping was present when connecting via bluetooth.

The long term plan was to always hook up arc hdmi, but I am in the process of hiding everything between the wall so this was set up yet.

I then disabled the tv speaker bluetooth connection and connected via arc hdmi hoping this would solve the issue. But no, the skipping was actually worse.

Sound quality is great, and I love Sonos for that, but the functionality is awful.

i have disconnected and reconnected so many times I lost count. I will reach out to Sonos Support.

S

Shnm99Author

Contributor I

Everything is up to date, everything has been disconnected and reconnect several times, I have even reset my router, and returned all products to factory settings.

Issue is still present regardless if it is hooked up via bluetooth or arc hdmi.

Ken_Griffiths

Everything is up to date, everything has been disconnected and reconnect several times, I have even reset my router, and returned all products to factory settings.

Issue is still present regardless if it is hooked up via bluetooth or arc hdmi. I

I get the impression that you have not ‘bonded’ the Era100s as HT surrounds, but are currently ‘grouping’ the Sonos rooms together - if that is the case, then increase the audio buffer by setting the ‘Group Audio Delay’ feature to a higher setting in the Home Theatre settings - select medium, high, or max and perhaps see if that may resolve the skipping issue that you are experiencing.

AjTrek1

Assuming your connections are: TV HDMI eARC > Arc Ultra

What is the source of the audio?
Are there other HDMI devices connected to the TV?
What is the brand/model of your Wi-Fi Mesh?
How many satellite nodes are in the Mesh (you might call them extenders)?
Is your ISP provided equipment a combo router/modem (i.e.one box)?
Is the Mesh using a wireless or wired backhaul
Do you have Airtime Fairness enabled? It should be disabled.
Do you have band steering enabled? It should be disabled
Is the Wi-Fi encryption set to WPA2, WPA3 or WPA2/WPA3? It should be WPA2/WPA3.

Together Everyone Achieves More = T.E.A.M.

S

Shnm99Author

Contributor I

Thanks for all the knowledge and support.

I reset everything to factory settings, power cycled everything and still had issues.

I then moved my WiFi node from near the entertainment center (where my tv and sound bar are located) to the other room and have NOT noticed skipping since the move (small sample size). 🤞

2 hdmis are connected but currently not being used (Xbox and switch)

main source of audio for soundbar and sub are through arc hdmi

my entire home network is custom and newly upgraded. Here are details:

ISP is Xfinity - 1 gig, wpa2

WiFi modem: arias s34 surfboard

mesh network: tp link deco BE95 (2), wireless backhaul, WiFi 7, quad band

Home size 1600 sq ft

Airgetlam

I always find it odd that interruptions could be associated with the WiFi connection. Not certain it is in this case, but in your details, you list the details of the speed received by your ISP device, and not the speed of the WiFi received by your Arc Ultra. Which is a lot harder to measure. You might, at least temporarily, as a test, connect the Arc Ultra to your LAN to actually see if that is part of the problem. The cable is probably ugly, but it’s a good temporary test.

Moving the WiFi source, despite the small data set, is instructive, and points to possible wifi interference. I’m still at a loss why that makes any difference, when the Arc Ultra is receiving the signal via the HDMI cable.

I would still submit a system diagnostic within 10 minutes of experiencing this problem, and call Sonos Support to discuss it. Don’t post the resulting diagnostic number here, they get sensitive about GDPR.

There may be information included in the diagnostic that will help Sonos pinpoint the issue and help you find a solution.

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

AjTrek1

You mentioned that you have a WiFi modem: arias s34 surfboard in additon to your tp link deco BE95 (2), wireless backhaul, WiFi 7, quad band.

The Wi-Fi portion of your arias s34 surfboard should be turned off or placed in Bridge mode. Otherwise, you are broadcasting two Wi-Fi signals. That can cause major issues as your device and/or Sonos maybe bouncing between them.

Together Everyone Achieves More = T.E.A.M.

S

Shnm99Author

Contributor I

It’s a modem only no WiFi with arias s34 surfboard modem. WiFi comes only from the deco mesh system.

unfortunately skipping is back connected to arc HDMI

any other suggestions?

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