Sonos Home Theatre + Asus constant disconnects

Hi ​@remsta 

Welcome to the Sonos Community!

I am sorry to hear about the issues you’ve been having with your Sonos system and your Asus router.

Thanks for coming here and informing other users about this beta firmware that Asus have written to fix this issue - I hope it becomes mainstream soon if it does indeed solve this issue with the Guest WiFi interfering with Home Theatre setups, as you now seem to experience.

I am not sure what you want us, Sonos, to do about this - if the new firmware fixes the issue, then we will await general release of the firmware. There is not much we can do, if the issue is shown to be with the Asus firmware - as the new router firmware indeed demonstrates.

I’ll certainly encourage anyone who has been experiencing this issue to try the firmware out, especially if Asus are looking for people to do so - it will speed up the process of everyone else who needs the fix getting it.

I hope this helps.

​@Corry P Asus requested that I also contacted you because at one stage they were unable to diagnose the issue and it seemed that it is an issue that could be resolved from both sides as it happened as soon as the Arc went into Home Theatre mode and created its own 5GHz network. When it created this, it was trying to respond to Asus DHCP leases and rather than taking a lease and sticking with it, the Arc kept asking over and over again. In the end, it is likely that Sonos will also need to issue a fix so it does not happen again, if there are further changes to the Guest Network Pro feature. 

My point was more about my disappointment in your support structure. With Asus, I reached out and they got back to me within 24 hours, I was able to work directly with HQ in Taiwan and EMEA was also there to support. The responses were usually sub 24 hours. When I contacted your support department they told me “thanks for the feedback we will take it onboard”. Even after providing the support team with all the relevant logs and info over chat, I asked if I would get feedback on the issue so that we could continue to test it and ensure that we could get it resolved. The support agent told me that Sonos does not create support tickets, you don’t get a ticket number and there is no way to contact the technical support team. They told me they will submit it and there will be no further contact - this is pretty terrible support. So my feedback went somewhere into a black hole and probably still has not been looked at. 

For an issue that is affecting users worldwide, this is pretty poor behaviour. 

Hi ​@remsta 

Thanks for getting back to me.

I’d like to point out a couple of things, if that’s OK:

It is largely clear to me that due to the exact nature of this issue (pertaining to whether Guest WiFi is on or not), that this was an issue for Asus to address. That their attempts to do so have worked for you so far support this theory. 

I have checked the transcript, and I don’t see them saying this at all. While we do create support tickets, they are private to the user who is asking for support, and not to be shared with others, in observance of GDPR (General Data Protection Regulation). I just looked at the transcript of your conversation with the agent you spoke to, and she gave you a ticket number there and then - straight after you asked for it:

“( 17m 57s ) [user’s name]: so do I get a ticket number?
( 18m 3s ) [user’s name]: Because Asus wanted to get info on a Ticket number
( 18m 12s ) Teodora C: Sure, here is a ticket number for this inquiry: [ticket number redacted].”

Please note, however, that Asus are not permitted access to your case - that would also be a breach of GDPR.

You contacted the technical support team in order to provide them with this information, so I do not understand why you are claiming that you cannot contact them.

Please allow me to quote what the agent you spoke to said:

“While we don't provide individual updates on feedback submissions, please rest assured that it has been shared with the appropriate team. If additional information is needed, we’ll be sure to reach out.”

It is, however, our policy not to update users with progress updates for known issues - doing so can often give rise to a customer having an unrealistic expectation in terms of the timescale that will be needed to resolve something. Additionally, it is often the case that we simply cannot address the issue at all - such as with cases where the router firmware is at fault, for example.

It only affects users worldwide because Asus sell their router worldwide, and as Asus have managed to fix this issue, I am not sure what it is you expect to hear from us in regard to it.

I hope this helps.