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Move cuts in & out when grouped with Arc to listen to TV

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We recently upgraded our Playbar and Play 5 to an Arc and Sonos Move.

Previously we could group our Playbar and Play 5 and listen to TV sound with no issues. However, since upgrading to the Arc and Move, when we group them and play TV sound the Move cuts in and out constantly and is unlistenable.

We cant go back to our Play 5 setup as it is the original Play 5 which only works on the original Sonos app, not the upgraded version.

Extremely disappointed as we cannot use the Move for the reason we purchased it >/

Diagnostic report: 1632836691

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John BAnswer

@jujiba . It is worth pointing out that when you had the Bridge and Play:5, Sonos was not using your WiFi (except for controllers). It was using SonosNet. Now Sonos is using your WiFi. A lot more has changed in your setup than you perhaps realise.

If there is a :band steering: option on the router I would disable it.

You could submit a system diagnostic and contact Sonos Support with the confirmation number. Or you could try a different router.

Edit: the diagnostic might identify if there is a fault in your Move, for example.

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J

John BAnswer

@jujiba . It is worth pointing out that when you had the Bridge and Play:5, Sonos was not using your WiFi (except for controllers). It was using SonosNet. Now Sonos is using your WiFi. A lot more has changed in your setup than you perhaps realise.

If there is a :band steering: option on the router I would disable it.

You could submit a system diagnostic and contact Sonos Support with the confirmation number. Or you could try a different router.

Edit: the diagnostic might identify if there is a fault in your Move, for example.

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jujibaAuthor

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Sonos have advised that the Move does not work with the Arc when grouped and wanting to listen to TV audio. Apparently due to the Move being ‘portable’ and works on the 5G network (and you cant force to the 2.4G network) and Arc works on the 2.4G, there is a buffering delay for TV audio.

Ken_Griffiths

Sonos have advised that the Move does not work with the Arc when grouped and wanting to listen to TV audio. Apparently due to the Move being ‘portable’ and works on the 5G network (and you cant force to the 2.4G network) and Arc works on the 2.4G, there is a buffering delay for TV audio.

It will work, but there is a delay - if you are getting intermittent TV audio, then increase the increase the buffer size by going to ‘Settings/System/[Arc Room Name]’ in the Sonos App and select ‘Group Audio Delay’ and set it to a medium, high or max buffer size… see if that resolves the TV group playback issue.

J

jujibaAuthor

Trending Lyricist I

Sonos have advised that the Move does not work with the Arc when grouped and wanting to listen to TV audio. Apparently due to the Move being ‘portable’ and works on the 5G network (and you cant force to the 2.4G network) and Arc works on the 2.4G, there is a buffering delay for TV audio.

It will work, but there is a delay - if you are getting intermittent TV audio, then increase the increase the buffer size by going to ‘Settings/System/[Arc Room Name]’ in the Sonos App and select ‘Group Audio Delay’ and set it to a medium, high or max buffer size… see if that resolves the TV group playback issue.

I did that but no change at all. Continues to cut in and out every few or so seconds.

Ken_Griffiths

It will work, but there is a delay - if you are getting intermittent TV audio, then increase the increase the buffer size by going to ‘Settings/System/[Arc Room Name]’ in the Sonos App and select ‘Group Audio Delay’ and set it to a medium, high or max buffer size… see if that resolves the TV group playback issue.

I did that but no change at all. Continues to cut in and out every few or so seconds.

You must have some rather nasty network-latency issues, if ~2-second audio buffer, is not reliably working across your wireless network.. maybe try a different WiFi channel on your router for its network signal and see if that resolves it for you.

Ken_Griffiths

@jujiba

Reading back through the thread here, it makes me think it’s ‘quite possibly’ the router, as that ‘brand’ is not particularly highly rated online, by all accounts - maybe the time has come to consider simply changing your router🤔?

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John B

It is absolutely not the case that the Move cannot be grouped to the Arc and work. I have done it.

If your router is capable of having separate SSIDs for 2.4GHz and 5GHz then it is possible to keep the Move on 2.4GHz. In any case, Sonos is capable of having some devices on 2.4 and others on 5, although that depends on the router.

But I can understand why you would believe Sonos support rather then users on here. I hope you manage to resolve this issue.

Ken_Griffiths

@jujiba,

By the way the Move can be forced onto the 2.4Ghz band in some circumstances, if that band has a separate/different SSID to the 5Ghz band, or the router allows a user to manually select the band for a device, either via white/black-listing a device on a chosen network segment, or sometimes through its band-steering configuration. It depends on the router features available and device configuration.

The 5Ghz band is faster, but is not as far reaching as the 2.4Ghz band, which also has better penetration through walls etc. (Sadly my own router does not cater for me to force it onto either band as everything is automatic and cannot be configured by a user, but many routers allow it).

(edit: Ah @John B beat me to it.)

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John B

An alternative solution would be to get a One SL to group with the Arc and a Roam for out and about. Wire a Sonos device to your router (get a Boost if necessary).

Just a suggestion.

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