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I have 3 Sonos devices: Move, One, and Roam.

 

I previously used a tp-link router, no major issues. But this weekend I upgraded to asus rt-be86u (which is wifi7 but only has 2.4ghz and 5ghz bands).

 

i have 35+ devices that connected seamlessly to the new router, including the Sonos One and the Roam.  However, the Move did not connect.

 

Factory reset Move and attempted to re-add to my existing system. Sonos app (new one) discovers the Move, goes through process of adding it, but gets hung up where it is connecting to the router’s WiFi network.

 

reset modem as well. No luck.

 

searched online this forum for help/ideas, tried several, including ensuring airtime fairness was disabled on both 2.4 and 5ghz band, turning off internet access for all devices through parental controls, etc. updated app, iOS, etc. tried using a different device to set up (iPad instead of iPhone 16). Tried connecting to a legacy IoT network that I set up on the router for older devices. Tried changing channels of existing system. no luck with any of this, always hangs up on trying to connect to wifi.

 

spent 2 hours on phone with Sonos technical support. tried all these steps again. Even tried connecting Sonos directly to router either usb cable. No luck.

 

After giving up in technical support call, I tried deleting my system and starting over, adding the Move to a fresh new system. I also disabled the WiFi7 setting on my  network for this step.  And it actually connected!  And while it was on a separate system, it was at least now connected.  I was then able to set up Alexa voice assistant, and it was allowing me to control other Alexa devices in the home (“Alexa turn off living room lights” kind of stuff”). 
 

to be clear, this isn’t the solution I wanted but it’s working and I am inclined to just live with it, except for the following issue:
 

for some reason, it’s not letting me play music by Alexa accessing Spotify. Alexa is saying “that device is offline” when I ask Alexa to play. I added Spotify to the new systen with the Move in the Sonos app, no luck. Checked that it’s in the Alexa app, it’s there. And, if can play music on the Move from my Spotify app if I connect it directly to stream to the speaker.

 

ultimately, something is clearly weird here.  Does anyone have any thoughts or suggestions?

 

 

 

Hello ​@Jclo7, welcome to the Sonos Community!

I am sorry to hear about your experience trying to connect your Sonos Move to your new Asus RT router, but I am glad you were able to get that working at the end.

In regards to the Amazon Alexa issue, please have a look at our Support Article Alexa commands not working on Sonos and try to remove and re-add the Sonos Skill on the Alexa App as shown below:

Re-enable the Sonos skill

Open the Alexa app and select the More menu in the bottom right. Go to Skills & Games > Your Skills > Sonos > Disable Skill. Once disabled, choose Enable Skill.

If that doesn’t work look at the Advanced fixes section which I’ll also post below:

  1. Open the Alexa app on your iOS or Android device.
  2. Select the More menu in the bottom right.
  3. Go to Skills & Games > Your Skills > Sonos > Disable Skill.
  4. Deregister your Sonos speaker from Alexa by following the instructions on Amazon's website: Deregistering a device.
  5. Disable Voice Control in the Sonos app.
    1. Go to Settings menu.
    2. Under System Settings, select Voice Assistants.
    3. Choose the voice-enabled product from the list of Sonos Products, and then select Remove Alexa.
  6. Log out of all Amazon Apps on the mobile device, including the Amazon app, Alexa app, and Amazon.com in your mobile browser. This ensures Alexa uses the correct Amazon account.
  7. Using the Sonos app, complete Alexa setup again. Follow the steps to log into the appropriate Amazon account when prompted to do so.
  8. Once completed, try giving Alexa another command.

I hope this helps and feel free to reply here and let us know if anything from the above resolved your issue.

I ended up removing the speaker from the system (with great apprehension), and then re-added to the existing system. This worked for reasons I cannot explain, other than maybe it was captured in the  above.  


I then added Alexa, but still not working as before, saying the device was offline.

 

However, I was able to get it working by doing the following (not sure which part fixed it, just putting full steps here):  I go to the Sonos app, picked random music to play through the Sonos app, then click speaker button on music player. Unchecked other  speakers on the system, and added check to Move speaker only (it was unchecked prior to that). Then played music through the Move from the Sonos app.  Then stopped music from Sonos app.  I then tried using Alexa to activate the music, and suddenly it worked.

i could then uncheck speaker in the app, and it still worked using voice assistant.

Hope this helps people?!

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