Retired Sonos Staff

End of Software Updates for Legacy Products

Related content:Software

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Please note that we’ve created a new thread with some clarifications to questions that have come up several times in this thread. Please see here to continue the discussion if you still have any questions. The information contained in this thread is outdated and may no longer be accurate.

We have some important news regarding our oldest Sonos devices shared on the Sonos Blog today. The text of that blog post is being included here for your convenience:

Starting in May 2020, some of our oldest products will no longer receive software updates or new features. We want to explain why and your options.

When we first set out almost 20 years ago to invent the technology to easily listen to any song in any room, most of the ways we listen to music today did not exist. In fact, the first Sonos products were introduced before the first iPhone was announced and when Myspace still ruled social media.

In order to invent multi-room music and smart speakers, we combined the worlds of high-fidelity audio and computing. Every Sonos product has a microprocessor, flash memory, and other hardware components typically found in computers and smartphones.

Since launching our first products, technology has advanced at an exponential rate; from streaming services and voice assistants to wireless networking and Bluetooth capabilities. Through all of this transformation, we have continued delivering new features via software updates. We’re extremely proud of the fact that we build products that last a long time, and that listeners continue to enjoy them. In fact, 92% of the products we’ve ever shipped are still in use today. That is unheard of in the world of consumer electronics. However, we’ve now come to a point where some of the oldest products have been stretched to their technical limits in terms of memory and processing power.

This coming May, these legacy products—our original Zone Players, Connect, and Connect:Amp (launched in 2006; includes versions sold until 2015), first-generation Play:5 (launched 2009), CR200 (launched 2009), and Bridge (launched 2007)—will no longer receive software updates or new features.

Today the Sonos experience relies on an interconnected ecosystem, giving you access to more than 100 streaming services, voice assistants, and control options like Apple AirPlay 2. Without new software updates, access to services and overall functionality of your sound system will eventually be disrupted, particularly as partners evolve their technology.

To help you through this transition, we’re providing two options:

Option 1: Continue using these legacy products, recognizing that your system will no longer receive software updates and new features.

Option 2: Trade up to a new Sonos product with a 30% credit for each legacy product you replace.

If you’re not sure if your products are affected, you can check in the System tab in your sonos.com-account

If you choose to participate in the trade up program, your legacy products will be put in Recycle Mode, a state that deletes personally identifiable information and prepares these products for e-recycling. Recycle Mode also protects unsuspecting people from buying legacy products that are approaching the end of their useful life and won’t provide the Sonos experience customers expect today. Recycle Mode will only apply to the legacy products listed above.

We ask that you take your legacy products to a nearby certified e-recycling facility. This is the most environmentally friendly way to recycle. That said, if there isn’t a facility in your area, we are happy to pay for you to ship your products back to Sonos for responsible recycling.

Ideally all our products would last forever, but for now we’re limited by the existing technology. Our responsibility here is threefold: build products that last a long time; continually look for ways to make our products more environmentally friendly through materials, packaging, and our supply chain and take responsibility for helping you through the transition once products near the end of their useful life.

We’ve always believed in freedom of choice, whether that means choosing a certain streaming service or way to control your listening experience. We hope the choices provided here—continuing to use these products without new software updates or trading up to our modern products—enable you to make the choice that’s right for you.

We are honored to have a place in your home and want to make sure that we help continue to bring the best experience we can, even when products reach the end of their useful life.

More information.

Please let us know if you have any questions.

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Show previous replies

K

keithmichael

Lyricist II

is still available to purchase in retail shops here in Australia? Isn't that a bit unethical?

Hey, at least you get it with an interest free loan!

C

communitymonkey

Lyricist I

How come there is an announcement about Sonos connect not being supported but is still available to purchase in retail shops here in Australia? Isn't that a bit unethical?

https://www.harveynorman.com.au/sonos-connect-wireless-streaming-adapter.html?CAWELAID=720013240000354670&gclsrc=aw.ds&&gclid=CjwKCAiA35rxBRAWEiwADqB374DcWe60lcU2732NL5AmiggiEgyZ1ixq6gNCDI_FS2feHag6xslJexoCtM4QAvD_BwE

Connect units manufactured 2011-2015 are end-of-life. Units sold today continue to be supported (but who knows for how long).

B

Brian_59

Lyricist I

Sonos team, I don’t know where to even begin. I have been a fan of Sonos since the beginning, putting your speakers everywhere in my house. Play 1, 3, 5, playbar, sub, surround, I can go on. I have many rooms in my house with in-wall speakers driven by Sonos Amps. I get this email telling me that later this year, equipment I spent thousands on will no longer be supported, AND and existing equipment in my Sonos ecosystem will also no longer receive updates as long as the older units are connected?? Serious?? I understand the need to continue updates and evolve the system, but for what I paid to get everything up and running and what I need to replace to remain in compliance is ludicrous.

I have filled many carts with replacement gear from different manufacturers as a coping mechanism, but I am holding out hope that Sonos comes to its senses, and does something here to not alienate the many customers who paid a premium price to get into a system only to be backstabbed. Shame…….Shame……..Shame…....

M

moggieuk

Lyricist II

Sonos you should be disgusted with yourselves. I have been an enthusiastic supporter and promoter of your technology since the first days you were in business I have an extensive system of 10 zones and now you’re telling me that seven of those zones are essentially dead. It wasn’t so long ago that I gave up my three CR 100 controllers.

I feel totally betrayed, not only have I spent thousands of dollars with you, but I have influenced countless people to buy your systems. One of the often cited traits was how good your support was both technical support and product update support.

Your hardware is good but this announcement is nothing short of a way to extort money from your loyal customers.

Unless you rescind this decision I will never spend another penny with you and I will use all my influencing power to dissuade people from doing business with what I now consider to be a corrupt company. Years ago they weren’t many choices. Now there are. Good luck!

N

NeedSleep

Renowned Enthusiast I

How come there is an announcement about Sonos connect not being supported but is still available to purchase in retail shops here in Australia? Isn't that a bit unethical?

https://www.harveynorman.com.au/sonos-connect-wireless-streaming-adapter.html?CAWELAID=720013240000354670&gclsrc=aw.ds&&gclid=CjwKCAiA35rxBRAWEiwADqB374DcWe60lcU2732NL5AmiggiEgyZ1ixq6gNCDI_FS2feHag6xslJexoCtM4QAvD_BwE

There was an unannounced hardware revision end of 2015 so these aren't legacy for 5 years or so assuming they were built in 2016 or newer.

J

John B

How come there is an announcement about Sonos connect not being supported but is still available to purchase in retail shops here in Australia? Isn't that a bit unethical?

https://www.harveynorman.com.au/sonos-connect-wireless-streaming-adapter.html?CAWELAID=720013240000354670&gclsrc=aw.ds&&gclid=CjwKCAiA35rxBRAWEiwADqB374DcWe60lcU2732NL5AmiggiEgyZ1ixq6gNCDI_FS2feHag6xslJexoCtM4QAvD_BwE

Not unless these units were manufactured 5 years ago.

V

Verk

Lyricist I

Wow. I found this email alarming today. Over time, I’ve saved to add a speaker to each room of the house. I’ve easily spent thousands on what I thought was an “investment”. I just purchased my 2nd Playbar which was released in 2013, so I should expect to replace those in 2022. And the 30% off trade up is laughable. I need to replace Play 5 ($499) + Amp ($649), with 30% off, I need to spend another $800. Why would I spend that money and then fear the email where I’m replacing my Play1’s, Play3’s and Playbars. I really hope to see a better solution from Sonos.

T

Tunezz

Contributor I

I have 8 zones of Sonos. Not at all happy about this. If in the old days a hifi company said their receivers were going to stop being supported after 5 years, that company would die a certain death. This is just unconscionable and horrible product support and customer service. Why believe in this brand or spend any money on it.

N

NeedSleep

Renowned Enthusiast I

How come there is an announcement about Sonos connect not being supported but is still available to purchase in retail shops here in Australia? Isn't that a bit unethical?

https://www.harveynorman.com.au/sonos-connect-wireless-streaming-adapter.html?CAWELAID=720013240000354670&gclsrc=aw.ds&&gclid=CjwKCAiA35rxBRAWEiwADqB374DcWe60lcU2732NL5AmiggiEgyZ1ixq6gNCDI_FS2feHag6xslJexoCtM4QAvD_BwE

There was an unannounced hardware revision end of 2015 so these aren't legacy for 5 years or so assuming they were built in 2016 or newer.

Though just saw this on Twitter, this is nuts

And this one worse, 2018 WTF

E

ecozart01

Lyricist I

I don’t even know what to say about the awful way Sonos is treating customers by announcing the very expensive equipment I bought a couple of years ago is now no longer going to work the way it was designed, sold to me, and has worked perfectly well. I love my system and now you’re gonna break it? It wasn’t enough with the game changer last year that I couldn’t play my own music but had to dole out more $$ for music I don’t need through a streaming service. Now, they want me to recycle and buy even more equipment at a 30% discount. From the other posts, it looks like Sonos has enjoyed a very loyal customer base that they are willing to break and throw away. I’m not tech savvy enough to understand why they can’t accommodate the existing equipment, but I do understand that tech changes. They should be ashamed by offering only a 30% discount. This stuff is too pricey to just replace. I’m stuck now but will never forget what they have done and hope to find a new technology from a company doesn’t break its own stuff every few years and have the audacity to ask for more. Come on guys, there was a better way to do this. Buyer beware.

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