Sonos Sub Gen 3 crackling/static sound

For anyone curious, the new 12.1 system update that just came out today does nothing to address the issues on the G3 sub. Still have the audible hum and ticking post update.

I had this problem and requested a replacement, the second unit had the same problem too… Sonos offered another replacement, if the unit has the same problem I think it’s either arc or sub that has systematic problems

I just got another replacement. The humming/static is still there at all times. I sent a video of the issue the first time and it was verified by Sonos to be defective. I'm hoping Sonos posts here soon with an update again. I don't want to keep swapping out for new subs until it is certain it's fixed. $700 is a lot to spend. On the upside, Sonos service has been amazing so thank you!  

I also got my replacement last week. noises still remains..contemplating if I should call Sonos and ask for 3rd one? would appreciate any thoughts? thanks!

After talking to Sonos support, I was told the team was still working on this issue. For this reason, I will hold off a bit from requesting another one as I'm sure it will still have the humming/static clicking. Hopefully, a resolution is found soon whether hardware or software update.

I just added the gen 3 sub and arc to my system, and I’m having the same static noise from my new sub. I have never had any issues from my older model sub, and this is very disappointing considering the quality I am used to from Sonos. I am going to reach out to Sonos when their service line is open to report my issue…. 

I just received my second replacement from sonos. This one is actually a lot worse than the first two, I can hear the static noise from more than one meter away, and it makes me regret purchasing gen3 sub in the first place. For those who contemplating whether to request a replacement from sonos, I suggest holding that off for right now. Based on my experience, requesting replacements cannot solve the problem because sonos probably is still trying to figure it out, and a great number of gen3 sub that exist probably have more or less the same defect. The warranty covers the first twelve months, so the best thing to be is probably to wait until sonos actually find something out.

Hi guys,

I just followed up with Sonos Escalation team and hopefully they will come back with some concrete updates since it has been almost 4 months and I expect them to give a bit more context rather than just “we are working on it, no ETA at this time.”

Will keep everyone posted!

Just adding to this topic from Sweden.

Recently got the Arc, Sub, One SL package and my Sub have the same cracking/hissing problems mentioned in this thread.

I have reached out to the Swedish support and sent them 3 videos of the different sounds I can hear.

1. When nothing is playing there is a constant crackling noise
2. When music and movies are playing, regardless of volume (even on mute) there is a constant high pitch hissing.
3. When using the provided HDMI/Optical adapter, connected to an Xbox One the noise is even worse. A hissing and crackling noise combined.

Support was gonna send these videos to the tech-team and I’ll send them my Sub.
Hopefully the replacement will be a bit better at least. My current one is terrible and I can hear the noise from my couch 3 meters away.

I will also keep you updated if I get any informatino that has not already been written in this thread.   

recently got the arc and gen 3 sub and here is what i’ve discovered after some testing:

-when watching netflix directly through the app on the new LG smart TV or through an Apple TV box on an old Sony LED TV, there is the ticking sound described by everyone else.  Likewise when I watch youtube/amazon prime directly through the apps on the LG smart TV, I can also hear the ticking sound.  The ticking sound is audible as long as the videos are playing, even if I turn the volume all the way down.

-when watching netflix through my laptop plugged into my TV via HDMI, or when watching youtube through my iPhone via airplay, or when listening to music using the Sonos app, the ticking sound disappears .  when watching cable tv directly on my old sony LED tv, the ticking sound also disappears.  likewise, when watching an old dvd through a dvd player on my laptop, plugged into the tv (which has audio passthrough), there is no ticking sound.  There is still a slight electric buzzing sound that is audible from the sub under these scenarios, but it is steady and faint and is not the ticking sound described earlier.  

I can’t speak for everyone, but from my experience the issue seems to be how audio files are streamed. it seems more prevalent the higher the quality being streamed (atmos or 5.1, as opposed to airplay from iPhone).  can anyone else test and confirm my findings?