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Sonos Roam, a very unreliable product

  • 12 December 2022
  • 37 replies
  • 673 views
M
Userlevel 2
Badge +2

Hi again comunity, I hope you can help me out 

I made a previous post about the behavior of my Sonos Roam and things where improved, but unfortunately, My Sonos Roam now became so unreliable and so unstable again, since I installed the 14.19 update. The music keeps cutting out using Bluetooth and Airplay, and now after reinstalling 14.19 update  the Bluetooth control is not working properly: When my Roam is in Bluetooth mode, I can’t disconnect it using the back button, it gets stuck in the solid Blue light and keeps paired with my iPhone, so, I have to go to my phone and disconnect it manually. 

Factory reset didn’t work, and here in Mexico Tech support is so unhelpful, it’s a hustle to get an efective solution because 1. They keep telling me that I’m not pressing correctly the button and it’s Wireless interference, Really? First of all, I perfectly know how to pair it and disconnect it from Bluetooth, Well,  I made a Speed test and the page tells me that I have 220.37 Mbps, it sounds really Good, all other devices don’t have any type of Wifi issue, neither my iPhone 11, neither my iPad Pro, Neither my brother’s xBox Series X and neither an Alexa 4th gen that I have in my secundary dining room, and about the Bluetooth, I don’t have any issues with other speakers using the same phone, so it’s not my Internet, it’s not my iPhone,  it’s not Wireless interference, and it shouldn’t be that unstable.

     2. I sent a video to the tech support about the Bluetooth control issue and they want to replace the unit, that’s fine, but the problem is that here in Mexico there is a Sonos provider called Biastara, but they don’t answer the Emails, Sonos tech support keeps insisting me to get in touch with them to get this sorted out, but they don’t answer any Email and I can’t wait more time with a broken Sonos Roam just because a Firmware update ruined again the device, resulting in an unreliable product, at least for me.

 Is someone else facing the same issue with your Roams? I don’t want to return it because I love the sound, but it’s unreliability and unstability is dissapointing me so much.   Any help is appreciated.

Thank you and kind regards.

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Best answer by Jamie A 22 December 2022, 11:44

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37 replies

buzz

I’m not the world’s greatest fan of that power button. 

I never assume [...], but I play the percentages and network issues is by far the big percentage. I go after the 95%+ before the 0.5% possibilities.

With respect to your Bluetooth connection issues, maybe Idle Auto-Disconnect will help.

M
Userlevel 2
Badge +2

Would you tell me the true? I don’t want anything like… Oh, let’s see if it works, no. I want real and efective sollutions that really work, and as I said before, Sonos speakers aren’t any cheap to have this types of issues. What a shame Sonos

jgatie

Would you tell me the true? I don’t want anything like… Oh, let’s see if it works, no. I want real and efective sollutions that really work, and as I said before, Sonos speakers aren’t any cheap to have this types of issues. What a shame Sonos

 

Just submit a freaking diagnostic and post the reference number here.  Support will look at it and make suggestions.  Here is how to submit a diagnostic:

https://support.sonos.com/en-us/article/submit-diagnostics

And no you do not need to be present for them to look at the data.  You can get back to them at your leisure.  Now, if we don’t see that reference number in an hour or so, we know you have no intentions of trying to fix your Roam.

jgatie

As I predicted . . .

M
Userlevel 2
Badge +2

Yesterday my Roam was playing music without issue with Airplay so it’s clearly a network problem, but you can’t blame me  as a user when the network is the source of all these problems, I have some videos of the Roam playing music so I have a collection of  all the evidence I can take showing different    behaviors of this little baby, I mean, the Roam. Let’s see how it keeps behaving   

M
Userlevel 2
Badge +2

@buzz You better be respectful, This vocabulary isn’t tolerated jgatie

M
Userlevel 2
Badge +2

Sorry Buzz 

N
Userlevel 7
Badge +18

Yesterday my Roam was playing music without issue with Airplay so it’s clearly a network problem, but you can’t blame me  as a user when the network is the source of all these problems,


You refused to take advice from more experienced users, and refused to even consider the possibility of your network being the problem. Nor would you even try what was being suggested in order to resolve the problem. Are you surprised folk found your posts and your attitude to be frustrating? 
 

Hopefully now you can move forwards, implement what’s been suggested, resolve the problem, and enjoy your system like many others do. 

M
Userlevel 2
Badge +2

Diagnostic number:  2 1 1 9 8 7 4 9 5 8

Problem: Music breaflly cutting out using Airplay

Jamie A
Userlevel 5
Badge +12

Hi @Manu84,

Using the number above, I’ve had a look into the diagnostics you’ve sent over. That diagnostics is controller only, and doesn’t show any speakers connected, while there is another diagnostics on your account that shows only the Roam with no controller connection.

The Roam and iPhone seem to be connecting to different parts of the network, I can see in the diagnostics there are two access points (BSSIDs) on the network. These are TP-Link devices, but we don’t have the full network topology, so I can’t say exactly what’s causing the issue, or if it’s this to begin with.

However, this may be the cause of Airplay cutting in and out, with your devices connecting to different parts of your home network as your move them around.

In this case, I’d suggest reaching out to our support team as they have the tools necessary to help you troubleshoot and resolve the issue.

M
Userlevel 2
Badge +2

Thanks a lot for looking into the diagnostic, I’ll try to replicate these issues and reach out to the customer support team as soon as anything happens  

M
Userlevel 2
Badge +2

Well… It might be a network problem, it might not, but I’m considering to return my Roam because it seems that is a product that isn’t fulfilling it’s only purpose, listening to music without any interruptions and work accurately with voice assistants.
I worked with Sonos support, they didn’t helped me at all,  yesterday I updated the unit, figured out that the Bluetooth pairing is not working anymore, and AirPlay keeps cutting out. 
It’s a shame that an  almost $250 good sounding speaker can’t work fine and stable just because I live with many neighbors around that are interfearing with the propper functioning of a single device when all other devices in my network work absolutely fine, and yes, I’ve replaced it twice now. 
Excuse me so much, but this is so Unrreliable     

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