Last week I upgraded my wi-fi to 1GB with Spectrum and had to replace my modem/router. Since that meant the network name and password changed, I had to reconnect my Sonos products to the new network.
After I was unable to connect my Sonos products myself, I called Sonos Support on Friday. After being on hold for almost two hours, my call was answered and support was very helpful getting my three Sonos Ones, one Sonos Roam, one Sonos Move, two Sonos One surrounds, Sonos sub woofer and Sonos playbar connected to my new router/modem.
Unfortunately, on Saturday, I realized the two Sonos One surround speakers had no sound. They had always worked before. I double checked to make sure I had a surround sound movie and audio was 5.1 and output was Dolby Digital.
I tried to use chat support several times over the weekend but kept getting a message that NO agent was available.
I called again yesterday and held again for an hour for Sonos Support. After trying to connect the two Sonos One surround speakers many different ways by ethernet, resetting, etc. I was told by the support agent that my NEW Spectrum modem/router was NOT compatible with Sonos and would not be able to use my Sonos One surround speakers. I was very upset so I decided to end the call at this point.
After I calmed down, I called back and held for 27 minutes and then opted to have Sonos support call me back. I NEVER got a call back.
Here is my question, how can SEVEN of my Sonos products be compatible and work with my NEW spectrum modem/router but the two Sonos One surround speakers do not work and are not compatible according to Sonos
This does not sound right and also sounds like Sonos is TOO busy to even care.
Robin