Enthusiast II

Sonos Sub Gen 3 crackling/static sound

246 replies
29144 views

Hi guys,

I just bought the Sonos Arc and the new Sub Gen 3 and I paired them with 2 Sonos One (Gen 1) speakers for the surround setup.

Yesterday I noticed that while idling and playing, there are some tiny constant crackling/static/electric current sounds coming from the brand new Sub and I found it quite irritating. So what I did first was to make sure that the connection with the power cord is secure, which it was. Then I tried to remove the Sub from the group, factory reset it and added it back to the system. But the same issue persists.

I don’t suppose this is normal, right? Does anyone has a similar issue with the new Sub?

I’ve checked my Sonos Arc, One and Beam and none of them has this issue.

Since I just bought it from Best Buy last week, should I return it and get a new one to see if it’s something wrong with the one I’ve got?

It’s not a cheap device and I don’t want to compromise on its quality.

Thank you all!

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andrewchiu1stAuthor

Enthusiast II

Hi guys, I have some terrible news.

I received my replacement from Sonos yesterday. Excellent customer service, quick turnaround with the replacement, but all the great service doesn't change the fact that the new unit is the same as before. Which leads me to conclude that it’s a design flaw.

Now why is this apparent flaw not bigger news online that it currently is? Because not everyone will be capable of hearing the noise. I wouldn't call myself an audiophile in any way, but the noise is obvious to me, making it irksome, my partner says he can’t hear it unless she’s 1 foot away.

I assume that many people will be blissfully unaware of this flaw, until someone with more attuned hearing points it out the them, and then it becomes something you can’t un-hear.

The bass that comes out of the Gen 3 sub is rich, deep and everything you’d want it to be. Unfortunately for me, the electro-static ticking noise, ruins the enjoyment I should be getting out of this £699 premium product.

Am still a Sonos fan, just a little less than I was before.

@dropper

Yeah, I agree, the reason that I pre-ordered both the Arc and Sub Gen 3 is because I thought they always get things right and I didn’t really have any problems with Sonos’ products before. Totally wasn’t expecting all these hassles and times lost just to get something that should have been caught before the product is shipped to the end users.

I’m keeping it because I do believe that the team will eventually resolve the issue and send me a new perfectly functioning SUB, but not sure how long that’s going to take and they can’t seem to commit to any timeline for now.

M

Mitchellsx

Renowned Enthusiast II

Glad I found this thread. recently replaced my gen 2 with a gen 3 sub. was sorting out some cables near the sub and could hear this noise. looking at the posts on here not worth exchanging for another one as it sound like its a widespread issue. Has anyone with the issue found a fix or anything? thank you

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bjornw

Avid Contributor III

I found this 150 days old post on Reddit describing almost exactly the same issue that at least I have with my gen3 sub. So I guess it existed in gen2 as well?

https://www.reddit.com/r/sonos/comments/f62m6t/does_your_sonos_sub_hum/

V

victorgonzalezt

Lyricist II

I bought a sub gen 3 with this issue at a bestbuy store. Got it replaced the same day at another bestbuy that had the sub gen 3. The new unit still has the same issue...

andrewchiu1stAuthor

Enthusiast II

I bought a sub gen 3 with this issue at a bestbuy store. Got it replaced the same day at another bestbuy that had the sub gen 3. The new unit still has the same issue...

Hmm, did you buy and replace it only recently? If so, I think there are actually a lot more people with this issue and they just haven’t noticed it yet.

My last contact with the support team was on July 7 so I’m thinking to follow up with them in August and see if they are able to make any progress on the issue by then or as least give me an update.

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victorgonzalezt

Lyricist II

Yes, I decided to buy the Sonos Sub July 21st, they only had 1 at a Best Buy store near Montreal, Canada . Was super excited since this is my first sub and was ment to go along with the Arc. I went trough the usual setup once I got home and noticed it right away. I have 6 Sonos at home and I’ve never heard one do this noise. I tried looking posts online to see if this was a normal noise for the sub but found this really weird for a product of this price. I did a reset of the Sub and the problem was still there. I could only explain the noise as a faulty device. I found another sub gen 3 available at another Best Buy and got it exchanged the same day. But to my surprise the second one also did the same noise.

C

cstyow

Lyricist III

Just to add my experience to the mix, I received my gen 3 sub from Amazon just the other day and noticed that it has the ticking/hum issue outlined by others here. Sonos support has been very helpful and they offered a replacement, but I just worry the replacement unit will have the same problem. I think the best course of action for me is to go ahead and return the unit to Amazon and maybe think about revisiting purchasing the sub a few months from now when they are hopefully able work out the kinks. I am bummed as I have been waiting for the sub to come into stock for some time now and it was the last thing needed to complete my system. I wanted to accept the flaw at first because I love my current setup and want to support Sonos, but I just can’t for a product of this price.

andrewchiu1stAuthor

Enthusiast II

Just to add my experience to the mix, I received my gen 3 sub from Amazon just the other day and noticed that it has the ticking/hum issue outlined by others here. Sonos support has been very helpful and they offered a replacement, but I just worry the replacement unit will have the same problem. I think the best course of action for me is to go ahead and return the unit to Amazon and maybe think about revisiting purchasing the sub a few months from now when they are hopefully able work out the kinks. I am bummed as I have been waiting for the sub to come into stock for some time now and it was the last thing needed to complete my system. I wanted to accept the flaw at first because I love my current setup and want to support Sonos, but I just can’t for a product of this price.

@cstyow I’m not sure whether a replacement unit is going to fix the issue and it seems like even the newer batches have the same problem as well.
I think you should log the case to Sonos support and I’m sure that once the fix is in place, they will send a new SUB with perfect condition.

andrewchiu1stAuthor

Enthusiast II

Hi guys,

Was asking for a quick update from the escalation team and they said that they are still trying to resolve the problem.

“Thank you for the check-in. As the issue is hardware related, our hardware engineering team is still working on testing and implementing a solution; however, we have not ETA at this time.

I will notify you as soon as we have a concrete next step. ”

C

cstyow

Lyricist III

@andrewchiu1st Thanks for the reply. You received your replacement unit and it exhibited the same issue, correct? Has Sonos committed to replacing your replacement once they have ironed out the hardware issues? I would be happy with that option for my situation moving forward.

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