Sonos Setup Not Working

I am experiencing the same issue in Korea. I purchased the IKEA SYMFONISK series but am unable to connect it using any method.

I have tried using the audio PIN, the PIN on the back, and even connecting via an Ethernet cable, but nothing works. Suspecting an issue with the speakers themselves, I attempted to connect three different SYMFONISK speakers, but none worked.

I also considered that the issue might be with the switches, so I tried two different Korean switches, but they too failed to connect.

Thinking it might be an issue with my mobile devices, I tried connecting with two Android phones, two iPhones, and an iPad, but none were successful. It seems to be an app issue;

the older version of the app doesn’t even allow connection without an update. I’ve heard news about a new app update, but it seems the problem occurred after updating the app.

Even after spending several hours on the phone with customer service, I didn’t receive much help. They have stated that they will escalate my inquiry.

This is my first time using a SONOS product, and it has provided the worst experience. Thank you, SONOS, for this experience. I wish you the best of luck in your future endeavors!

Same issue here with a brand new Sonos One.

I wish Sonos could just acknowledge the issue and give us some kind feedback that they are working on fixing the app.

Wish I had found this thread BEFORE wasting my hours trying to connect our new Sonos Roam SL. Definitely sounds like an app issue and frustrating that Sonos isn’t responding better. Imagine the HOURS customers would save if Sonos posted an announcement or at least updated their customer support teams about the issue so they could save everyone the frustration and not sending them in circles. I’m sure it’s futile, but the support page has an “email the ceo” address. So I sent a link to this thread along with some words of frustration. My guess is the interns who filter those messages will be just about as concerned about the issue as the customer support teams. Now to decide to return this speaker (more wasted time) or hope for a fix soon. Although now I’m just mad I’m invested in this system and want AAAALLLLL my money back. 

I have the same issue. Trying to add the ikea symfonisk to my other three Sonos products. Is there a way to change the WiFi that my new speaker is trying to connect to ( as it has linked to my guest WiFi account and my phone is on my main WiFi account) .Currently on hold with Sonos support. But sounds like I know why it has been 35 minutes and counting..

I was on hold for almost 30 mins. Got a chat agent. Exchanged pleasantries and my issue and sat and waited and waited….guess I was ghosted. 10 mins and no reply. I disconnected. My feeling, and my hope, is that they fix the app and all the other problems that went along with this update… Sooner than later

Well I am at a crossroads at the minute. I’ve purchased my speaker on finance and have a 30 day return period. I don’t know if I should wait a week or so to see if the app is fixed? Or just send the speaker back and be done with it. 

I have nothing useful to add to this discussion, but I am also having this exact problem with a new Roam SL.  The device on which I’m running the app and trying to do the setup is a Samsung Android phone.  It seems like the sequence of steps it prompts me to do is slightly different if the Roam is plugged in vs. unplugged.

Same dilemma. I didn’t finance but I think the return window is the same. I have my box ready and waiting. But will call customer service for a prepaid label. I’m not paying for return shipping because they can’t deliver on their product. 

I think its time we all email  ceo@sonos.com in addition to posting here, not sure who monitors that email but they need to know its not our ‘internet providers’ that are at fault

You should email investor relations if you want a reply. Probably ir@sonos.com