Roam connection issues

Hi @Steve Heaver 

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Looking at your diagnostics, I didn’t find exactly the problem I was worried I would find, but it does seem the Virgin Media router is “lying” about something technical which results in the devices connecting to it believing they have 5 days before they need to reapply for their IP addresses, when, in fact, they only have 12 hours (the router is handing out incorrect DHCP lease times - something my Super Hub 3 also does, given the chance). I recommend asking Virgin Media to upgrade your router to a newer model - especially if you notice all your devices being a bit tardy with their responses occasionally. These routers are old, and tend to struggle with more than 10-15 connected devices regardless. A preferred alternative would be to place the VM router into Modem Mode and to attach a third-party router to it to run your network - please feel free to ask for more information on how to do this if you opt to do so.

However, as you only report issues with the Roam and not with the whole system, it does seem that the issue you report is due to something else. The Roam is the only Sonos device connecting to 5GHz WiFi, so it could be due to 5GHz-only interference, but as the Roam was only on for 3 minutes before the diagnostic was submitted, it’s difficult to be sure. Please keep the Roam at least 1m away from other WiFi devices, including the router.

However, I think I missed the part about Bluetooth on my previous reading of your post. To connect Bluetooth, are you opening your phone’s Bluetooth connection page and tapping on the Roam? If so, and it fails, then it seems more likely that the Roam itself is the issue - if this is the case, I recommend you get in touch with our technical support team who will go through some real-time troubleshooting with you - please be sure to emphasise this particular behaviour as it does imply that it’s not the network at fault (everything else suggests it is). I recommend a phone call.

In the meantime, please try rebooting your router at the start of each day to see if it improves matters for any and all devices - if it does, I highly recommend replacing it.

I hope this helps.