Deezer skipping the last few days



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Hi,
Same issue here. Have a buch of Sonos products which I love, including the playbar, 2 new play 5 I just bought 2 weeks ago, and my house is wired with ceiling inserts speakers and amp in many rooms. Had the issue with rdio just a month before they were bought and now I switch to deezer and I am having the same problem which is very painfull as often songs switch before the end. This is odd, it tends to be to songs that are newer.. please help me. Am from Montreal in Canada. Thanks, Kim


Hi Kim, it'd be great to start with a diagnostic when you have a few playback errors. Can you follow the directions here to submit a diagnostic from your Sonos system and reply back with your confirmation number? Also, it'd be good to go to http://www.speedtest.net and http://www.pingtest.net to make sure your network connection isn't having trouble.

Thanks



Sorry created a new post instead.. info is below, new to the site. Thanks..
Hi again,

Here is my diagnostic number 5443413.

It does that on my 2 new play 5 and also in the rooms where I have the connect with in ceiling speakers.

All songs in there skip after 30 seconds, but its just certain song and the same song always skip.

What is weird, have started using Deezer about a week ago (used to be with rdio). No skipping the first few days, then it stared.. it's pretty painful.

Also did the 2 network test all seems ok.. (link you sent).

Appreciate the help. Thanks, Kim


Hi Kimi,

It looks like there is some wireless interference which could explain the song skipping. The interference seems to be highest near your BRIDGE. Please make sure that there is a foot or two of distance between your BRIDGE and your wireless router.

It can also help to change the channel which Sonos uses for its wireless signal. Here's how to change the wireless channel on Sonos.

If these steps don't help, please send in a new diagnostic report and reply here with the confirmation number.



Hi,

Thanks for your response.

I have moved the bridge away to test and also removed the Deezer service from Sonos and tried to put it back as per their customer service email they sent me as the procedure to follow.

I now have a new issue since I have reset the password because I had forgotten it.

The new password works when I connect to the Deezer site using my login and I am able to view my activities and profile.
When I go back in Sonos to add the service and connect with the new password using the same login or email I get a screen mentioning Deezer did not recognize your login information and you need to contact Deezer, so I am not able to add it back.

This is weird as it works pretty well on their site. There is no phone number to reach them and I have sent them and email a day and a half ago and again today but they never responded. I am disappointed.

I also changed the password several time thinking that the service password might be case sensitive etc, and each time the same problem. I am a young very well educated person and very tech computer savy ... this should be a simple process on their part..

Would you know what could cause this issue with the Deezer login, it’s very odd..

I am thinking of switching to another provider since I am a premium and paying customer and it’s not working.. plus I am not getting a response.

Kind regards, Kim
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Hi, Kiml. New to this thread but thought I'd offer some advice. Just so that I've said it, do check your junk/spam folder. If Deezer are still failing to reach out to you, I'd say give it another 12 hours or so before you write them off. Most companies have a 48-hour time cap on any responses. Beyond this, I think it's possibly an issue with your router's DNS, judging by your diagnostics. Have you had a live troubleshooting session with one of our engineers yet?
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Hi, Kiml. New to this thread but thought I'd offer some advice. Just so that I've said it, do check your junk/spam folder. If Deezer are still failing to reach out to you, I'd say give it another 12 hours or so before you write them off. Most companies have a 48-hour time cap on any responses. Beyond this, I think it's possibly an issue with your router's DNS, judging by your diagnostics. Have you had a live troubleshooting session with one of our engineers yet?

Hi again,

Deezer finally responsed the following:

''Your query has been passed on to our technical team who are looking in to this further. Once I have an update I will get back in touch with you. Please be advised, it may take some time for our developers to find out what the problem is.''

This is not very promising and I have not been able to use it since about 5 days and it will probably take them a few days to respond, I used to manage a service team so I proposed them these 2 fix which I am waiting to hear back:

1) Can you just create a new account, transfer my infos and just send me a temporary password that I will change. Then your team can investigate what happened and make the update on your backend so that it does not happen again to another customer.

2) Another idea, would be for you to cancel my account and credit me. I could then create a new account from scratch and and it would probably work since it worked before changing my password.

They have very poor customer service as they don't even have a phone number to reach them.

On the other hand, I am getting really good help from Sonos in a timely manner.

I will call your team once Deezer fix the problem but am wondering if I should just cancell my Deezer subscription at this point.

Kind regards, Kim
''Your query has been passed on to our technical team who are looking in to this further. Once I have an update I will get back in touch with you. Please be advised, it may take some time for our developers to find out what the problem is.''

I got this this same message from Deezer too. On the 16th January 2016. From 'Rose' (request 1215884). Still no reply. I'm really disappointed with Deezer's customer service. Especially when the product is so good. I'd not bother with customer service any more. When Deezer stops working properly, I just come on here and moan instead. I'll not renew and would advise against signing up.
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''Your query has been passed on to our technical team who are looking in to this further. Once I have an update I will get back in touch with you. Please be advised, it may take some time for our developers to find out what the problem is.''

I got this this same message from Deezer too. On the 16th January 2016. From 'Rose' (request 1215884). Still no reply. I'm really disappointed with Deezer's customer service. Especially when the product is so good. I'd not bother with customer service any more. When Deezer stops working properly, I just come on here and moan instead. I'll not renew and would advise against signing up.


Thanks for sharing the info.
Can I ask which music service you are now using and if is working well. I really liked the ''flow'' functionality of Deezer while it worked.
Thank you, Kim
I am having the same issue with Deezer Elite. I find the quality very good, have lots of playlists saved etc but to be honest, the interface now lags behind the other competitors and is so far behind the app for Mixes etc. Paying Elite prices I expect an Elite interface but it seems this is not the case.
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This news is less than encouraging. I can't speak for Deezer's customer service myself as I haven't ever contacted them in all honesty. I appreciate how annoying it must be, though. I hope they reach out to you regarding the issues they've had. I do know they've made some changes as of late and so may be experiencing some teething problems as a result. The issue we knew of some time ago strictly pertained to Deezer Elite, that was resolved. If you are still having issues with Elite, this has another cause. Now, some mp3 streams are being affected, so that may be related. I would encourage anyone that is still experiencing playback problems with playback to submit diagnostics of their system and respond here with the confirmation number.
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Good morning,

Deezer finally cancelled my account as requested and reimbursed me since the password was not working with Sonos anymore. It's a Deezer issue and not a Sonos issue. I wanted to create again an account and test if it would work but it has been such a hassle. Instead I followed the guidance and steps you gave me and installed Spotify to try it. Everything is working perfectly now and there is no song skipping.

What is wrong with compagnies though.. when you try to pay in Spotify you cannot complete the transaction as in the credit card screen it does not take the Canadian postal code.. am from Canada. Had to google to find a workaroung and do what other users have done..enter any postal code from the US then get to a screen that say my credit card is from Canada and then be able to enter the Canadian postal code. I was completing the initial transaction from the Canadian registration page gee.. that was not a good start and I am sure they must loose a lot of customers because of this. It is very well documented and has been like this for a long time, so I don't know why they don't make the change..

There is also less music choices in Spotify for specific music type, like yoga music that I like and I miss the flow functionality from Deezer, but at least it works and seems pretty stable. Pop and recent albums it's pretty much the same..

Will give it a try.

Thanks for you help.

Kind regards, Kim
This isn't good reading. I've found Deezer Elite to be a really good product. But it went wrong around December and I spent a lot of time and money establishing the problem wasn't my set up. Sonos were great. Can't fault them. Eventually the service recovered but only because of Sonos intervention. Deezer ignored me or fobbed me off. I can't see how they can survive with this approach. I'm listening to Deezer Elite on Sonos now and it's great. But I know they can't survive. I just hope Apple have a high res service when my Deezer sub expires in one year's time.
I just hope Apple have a high res service.
Here's hoping for a merely 'humanly discernible' (i.e. 16/48) delivery format. There's been all kinds of heated press speculation about 24/96. No thanks.
I've had this same problem for months. After finally troubleshooting everything in my system, including upgrading my ISP's service, changing out routers and using multiple Connect's I finally contacted Deezer, only to have them give me the same runaround. They finally decided to "solve" my problem by dropping me down to a MP3 service only. No more FLAC. The drop in music quality was immediately obvious. At this point, I just want them to cancel my subscription and refund my prepaid amount.

BTW my incident number with them is 1257985.I have Deezer Elite (They also describe it as Premium+ on my account page.)
Same issue with skipping on Deezer. Diagnostics sent.

Confirmation number: 5535716

Would love any feedback as to what may be contributing to the problem, as I'm about ready to give up on Deezer completely and seek a refund.
I've had this same problem for months. After finally troubleshooting everything in my system, including upgrading my ISP's service, changing out routers and using multiple Connect's I finally contacted Deezer, only to have them give me the same runaround. They finally decided to "solve" my problem by dropping me down to a MP3 service only. No more FLAC. The drop in music quality was immediately obvious. At this point, I just want them to cancel my subscription and refund my prepaid amount.

BTW my incident number with them is 1257985.I have Deezer Elite (They also describe it as Premium+ on my account page.)


It was definitely Deezer. I have been using Tidal's 30 day trial and have not had the skipping issues.
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Same issue with skipping on Deezer. Diagnostics sent.

Confirmation number: 5535716

Would love any feedback as to what may be contributing to the problem, as I'm about ready to give up on Deezer completely and seek a refund.


Hi Earlthe3rd,

There aren't any errors showing up in that diagnostic report. It would be best to continue troubleshooting over the phone. We've created a support ticket for you: 160307-001058. Please give us a call, reference that number, and we'll help get things working. You can find our phone number here.
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Well, having started this thread it's nice to know that I wasn't alone, but I'm sorry that others appear to continue to have problems. I let my Sonos/Deezer Elite deal lapse and jumped ship to Spotify, which has been rock solid if not quite as good in terms of sound quality, which it more than makes up for in playlist choices.
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Deezer Elite has been skipping for me for a couple of months. I either get a few seconds of music and then the "Bad encoding" message, or it just skips to the next track having played a few seconds. If I skip straight back to the failed track it generally plays fine every time

Has been doing it for a couple of months having worked fine for months before.

Same problems on wired Sonos Connect and two sets of paired wireless Play:1s.

I'm on a 70Mbit fibre (FTTC) connection from Sky in London.

Submitted a diagnostic just after it skipped - ID 5591892

Really annoying as I'm paying for a premium service that used to work fine, and is now mostly unusable.
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Deezer Elite has been skipping for me for a couple of months. I either get a few seconds of music and then the "Bad encoding" message, or it just skips to the next track having played a few seconds. If I skip straight back to the failed track it generally plays fine every time

Has been doing it for a couple of months having worked fine for months before.

Same problems on wired Sonos Connect and two sets of paired wireless Play:1s.

I'm on a 70Mbit fibre (FTTC) connection from Sky in London.

Submitted a diagnostic just after it skipped - ID 5591892

Really annoying as I'm paying for a premium service that used to work fine, and is now mostly unusable.


Hi AndyF66,

I'd like to get you in contact with our phone team and have created a support ticket for you: 160324-001213. Please give us a call and reference that number, our phone number can be found here.
I'm convinced that this is a Deezer issue, not a Sonos issue. I feel that it becomes a Sonos issue because Deezer has no support, and no forums for people to talk about things.

I have had intermittent drops, skipping and songs ending 5-10 seconds early (typically longer songs, like in classical music).

I have submitted diagnostics, and the Sonos team was very polite and helpful (as usual). I have a large Sonos setup, and I run most of it hardwired. The problems exist even when I unplug all of the devices except one (hardwired).

When the issues occur, they happen on any configuration (one unit turned on, or many;grouped/ungrouped; hardwired/wireless, etc.)

When things are running well, they run well on any configuration.

The only things I can think of where Sonos could have some responsibility:

- the handshake between Sonos/Deezer that allows flac streaming from Deezer needs attention
- the buffer in the Sonos is too small to handle large flac streaming in certain cases. (I have never had an issue with my local network flac files)

I hope that Sonos' new direction and focus on streaming will encourage more companies to stream at CD quality... Then Deezer will have to improve or be pushed aside...

In either case, I will use Deezer until my year long subscription is up. If it improves, great! If not, I'll move to another service...
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Same problems here in Australia. I thought it was me, upgraded router, tried multiple setups, and only after I disconnected stereo pair and plugged one directly to the router, I got the proof it is Deezer. Actually, going wired, seems like it is dropping out even more. My Elite subscription is valid until February next year. I guses I am stuck. Really like the service, but Elite was a disappointment this year. Last year it worked great.
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Same problems here in Australia. I thought it was me, upgraded router, tried multiple setups, and only after I disconnected stereo pair and plugged one directly to the router, I got the proof it is Deezer. Actually, going wired, seems like it is dropping out even more. My Elite subscription is valid until February next year. I guses I am stuck. Really like the service, but Elite was a disappointment this year. Last year it worked great.

Hi Jabbba,

Please send in a diagnostic report and reply with the number, I'll take a look for you. Here's how to submit reports.
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It's been doing the same here in the uk! Real pain, sometimes it's fine, then it skips tracks! It's been working really well for months!!
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Hi Jeff,

The number is 6352263.

Thanks
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Hi Jeff,

The number is 6352263.

Thanks


Hi Jabbba,

It would probably help to change the wireless channel your Sonos system is using as it look like there's a bit of interference which could be a factor in the audio skips. Here's how to change the channel on your Sonos system.

If that doesn't help, please send in a new report, reply with the number and I'll take a look.
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Hi Jeff,

I am not sure what the diagnostics log showed, but Sonos is now wired directly to the router and it still skips. I will test more tonight.
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HI Jeff,

Went home and tested again... Still skips... Even though the speaker in question is wired, I checked wireless networks I have at home, one is set to channel 1, the other to 11. My other speaker is using wi-fi with channel 1.

Diagnostics number is 6358169