I honestly believe that Sonos knowingly released software that was not even half finished and someone at the top level of the company must have made that decision.

And then decided to stick with it rather than roll back and fix the new app behind the scenes. It's been like watching someone perform surgery on a family pet.

Can't believe what's is being said there. It took the Sonos Techs two hours yesterday and two hours again today to NOT resolve the issue of me not being able to combine two rooms with Era 300s and Era 100s via S2. Adding a room resulted in the music on one Era stopping in the other room. I bought a multi-room system that doesn't work multi-room.

And this is just one of the manny issues.

I had to by a new phone just so I could continue to use my system. My only other option as advised by the customer service adviser was that they could down grade my system to be compatible with the old app but this would eventually be outdated any way. Bought a new phone and the app is still garbage. No volume control, does respond to selecting speakers in rooms and I often have to reset the system to find a missing speaker. I will persevere with Sonos as it’s a good sounding system and still seems to work well with spotify but unless the app improves over the next 12 months and their approach to working with long standing customers, 11 yrs now. I’ll be looking for a replacement.  

The app is total garbage. It’s not working again.  I not buying another product.

I will just leave this here

Hi pep

This is my first post, so go easy

I was planning on buying a arc ultra, sub and 4 era 300,s for the house.

Plan was a multi media set up for the TV and seamless music for various rooms in the house. I'm a android user.

Having read all the posts I don't know if I should do this, from what I have read the multimedia TV set up should work but the room music is currently not working for many people, it's not really true sound for android.

Do I do this go, elsewhere (who) or wait for the app to get fixed.

Thanks for any advice

Horny2night 

The new app is garbage - how can you post that it surpasses the old one? I have pretty much given up on using Sonos for anything other than a white noise speaker beside my bed. The rest of the system I bought is basically useless now with this painfully bad app. I’ll probably give it away and buy something else that actually works, since Sonos still hasn’t fixed the problems it created back in May. Can’t import and save playlists, painfully bad controls, and it’s painfully difficult to create new playlists. It’s impossible to get help from Sonos due to ridiculous wait times. I can’t even just Bluetooth to my phone as it keeps losing the connection. All of the features we had prior to May are just gone. If anyone at Sonos thinks the new app is better, your heads are in the sand. 

Agree, my sonos comes and goes in terms of the sub and sonos one surrounds.  I will spend 45 mins to an hour on the help line (30 minutes waiting, 30 minutes troubleshooting with an agent).  This usually (3 times in past year) fixes things such that I can have the arc/sub/surrounds all working.   That will last for 1-2 months and then slowly things stop working.  This last time I went away for a week and it did not work when I returned home.  After trying all the online troubleshooting (unplug, replug; remove subs and ones - re-add them to the system, etc..), no luck doing this myself so I am again unhappily spending the an hour + now with sonos technician on the phone.  I do find the technicians very helpful, though it is a bit frustrating repeating many troubleshooting actions that i have already done.  What is also frustrating is that one previous help sessions, once it is working there is no explanation as to what caused it to not work.  THAT is very frustrating.

My afternoon with Sonos.  Tech had me reboot system, uninstall the surrounds and sub, try each of them as if they were in separate rooms (work fine), combine one of the surrounds with the sub and play music (worked together), add the other surround (all 3 worked), separate and add each to the arc - nada - only sound from the arc, nothing else.  Then, after 1hr 28 minutes on the line, i get cut off.   Their system calls me back twice (presumably to connect with the tech) after I answer, it starts with the computer voice telling me this will be recorded and then cuts me off.  This happened twice then I guess they gave up.  I have called back and now I am on hold with an expected wait time of 35 minutes.  How can a company selling a premium priced product be run like this??  Just pathetic.

My afternoon with Sonos.  Tech had me reboot system, uninstall the surrounds and sub, try each of them as if they were in separate rooms (work fine), combine one of the surrounds with the sub and play music (worked together), add the other surround (all 3 worked), separate and add each to the arc - nada - only sound from the arc, nothing else.  Then, after 1hr 28 minutes on the line, i get cut off.   Their system calls me back twice (presumably to connect with the tech) after I answer, it starts with the computer voice telling me this will be recorded and then cuts me off.  This happened twice then I guess they gave up.  I have called back and now I am on hold with an expected wait time of 35 minutes.  How can a company selling a premium priced product be run like this??  Just pathetic.

 

Yesterday, I was on the chat help for an hour, then phone help for another two hours. Nothing works. My system is garbage - it hasn’t worked since May. Sonos caused this. I want them to buy back my system, since they are the ones that caused this, but good luck on that. 

I feel for all the guys ‘n gals here with boatloads of problems. What I find baffling is my system is running nicely. I obviously missed a bunch of features when the new app rolled out, which I found highly disturbing, but apart from that system stability etc has been top notch. I just added a Five and a Move 2 to an already extensive system (2 Play:5’s Gen 2, a Roam, a Play One SL, a Play:3 and a Play:1) without a hitch and tomorrow a second Five will arrive. All the features I used to use are up and running again. If anything my system is more stable. How come some people are having all these problems while others are not? Are there other variables at play?

I wish I knew why this was happening. It isn’t even just importing playlists - I can’t even make a playlist in Sonos. I only have about 10% of the functionality that I did when I bought the system. 

A lot of it comes down to networking issues. Too many folks get all defensive at this point and quit listening thinking it is their network that is being blamed for the issues.

I don’t have inside information and it has been a couple years since I did any detailed networking analysis but what I see is Sonos using functions provided by the network that most other devices don’t use. It is the incompatibility between the network and Sonos that leads to the problem.

I’d give the antique Linux code Sonos is (apparently) using for a bit of this some blame too. I don’t have detailed knowledge of just what versions of which packages Sonos is using but last time I looked there was some really old stuff on the list. Sonos should have a GPL page up somewhere that goes into more, but still pretty vague, detail.

Then there is the (baseless in my opinion) assumptions of how fast networking stuff will be completed by the Sonos programmers. Many things can be traced back to “it didn’t happen in time” or “the server responded too slow” type issues. This is often made worse by the programmer’s assumptions and lack of adequate and informative error messages. Putting these in all too rapidly disappearing pop-ups instead of a readable log makes it more frustrating. We can’t just copy/paste but have to try to get a screenshot to share the problem.

Add in the “we don’t see that here” response, even when a good number of folks report issues (looking at IP Address assignment / DHCP here) and even fixes that are identified and shared, also solving others with the same issues problems. Fixing the glitch would be preferred but even a FAQ entry on dealing with it would help.

Just to make it more aggravating mom’s Sonos running on what ever the tech had in the Cox Cable truck has never had a hiccup. Me on a fancy router and dedicated Access Points, well I had a rough start and without the forum’s users help I’d have taken my gear back to the dealer as we had iffy power at the time and my system got lost, sometimes multiple times per week.

Most of that is resulting from issues with the new App. Sonos knows about most of them but is struggling to make progress on fixing things as quickly as they had hoped. Looks like most will get fixed but some very poor assumptions are dining on chunks of the programmers back sides.

Nick and Patrick,  

My experience is not what is reflected in the comments here, and my feedback rather deals with another aspect.  I do feel you have been transparent and are attempting to fix things.  Other than a sometimes slow volume control for me the app works.  What could be better about the app is searching my services and my own library could be way easier.  

Now here's the one area where I personally have had problems twice, each taking a hour of support to sort out.  UPGRADING an existing room.  I wanted to give our son some of our gear.  We have Sonos in four rooms and a Move so a fairly extensive system.  We decided to upgrade the ARC to the ARC Ultra in our main entertainment room.  I followed the instructions of the AI chat bot and that failed.  The issue is you don’t just swap out one item for another.  Who would know to factory reset the item removed and when to do that.  Using the same room name apparently created problems as well.  This was all repeated when I went to upgrade my Sub.  Another hour with support multiple resets of the new Sub.  Regardless of the causes in my case, what is not clear is replacing an item.  If the item removed needs to be factory reset then that should be mentioned.   I still love my system and the support was good, yet this part should be a piece of cake.  For the Sub in retrospect I should just have added a second sub and then removed the first later, but there was no way for me to know that.  With the ARC or surrounds that’s no possible so you still have the issues.  What would have been easier and would have worked, but how would l know this is advance is to pick a new room name, set the Ultra and then move the other parts over.  Starting to get the confusion.  

I hope this feedback helps you focus on improving the Upgrade Process.  

Michael

This is so f’d up. Since MAY?? It’s almost December … I use these speakers for my work and they are not working and it’s affecting my business. I have been on hold with customer service for my second attempt .. this time for well over an HOUR. This ridiculous. I am so frustrated. Such a waste of time and money. GAH. I HATE this company now. 

Even the website is badly designed … I had to register to post this comment, but every time I filled out the whole registration, it would all disappear if the user name was taken or I forgot to check off the agreement and I had to start all over - four times. Did I mention I now HATE this company? Would NEVER recommend. 

“...struggling to make progress on fixing things...” is the understatement of the year. This is an absolute train wreck. Not only have they missed every milestone, they are gaslighting us that the app is better is many ways than the old one. They say they added dozens of support people but support wait times are longer than ever. It’s a trifecta of lies, incompetence, and gaslighting. Every time I’ve talked with their tech support people since June, it has been, “we are excalating this” but not once have I had anyone fix a single problem with my system. 

I appreciate that you’re trying to be the peacemaker here - that’s kind of you. I just have thousands of dollars in equipment that I can’t use, and I’m angry. The hardware won’t work without the app, and the new app is garbage. 

​@Stinsonddog Unless you want to set up a speaker with a new account, a speaker does not need to be reset when moving it. Just renaming it should be enough. Same as you would do with other computer stuff that find another home - this is not unusual. It does seem logical to me too that you cannot use the same room name twice.

Hence my concern with the poor instructions given in the Upgrade process.  Sonos is very clear that to remove a speaker you no longer want in your account must reset it.  I was moving it to my son’s house so to speak.  

I wanted to UPGRADE a product in a room.  It didn’t go well twice.  On the second time, Sonos has me take everything out of the room and create a new one with a new name.  All I know is it should be really easy do things like replace an ARC with an ARC Ultra, replace a Sub 2 with a Sub 4 and that wasn’t my experience.  I still love my system and they have work to do.  My intent was to give them feedback.  I hope this helps.  

Support this post, and let uns wake up Sonos

https://en.community.sonos.com/general-feedback-and-conversation-229090/a-plea-for-openness-sonos-let-s-build-a-better-future-together-6923515

Seems amazing that, five months after release, it still isn’t possible to add music to a playlist. Surely a relatively basic bit of functionality for a modern music system.

I have been a loyal Sonos user for many years, and have my significant investments in the system - I have nine Sonos speakers used across 7 zones in my home.

Ever since the last major update to the Sonos app the performance has been abysmal. I experience a consistent lag of nearly 10 seconds with every command - so if the system is too loud and I go to lower the volume, it does not react for some 10 seconds; same for playing, pausing or any other functions.  It has been incredibly frustrating - to the point that I’d strongly consider trashing the whole system if I hadn’t invested so much already. . 

While I would have recommended Sonos to others up until this update, I would steer folks away from the product based on this terrible experience.  

Some suggestions that may help…

Checkout this document on WiFi interference…

https://support.sonos.com/en-gb/article/reduce-wireless-interference

Don’t use wired SonosNet connection (except as a last resort) - use your Router/Mesh WiFi signal instead, it’s usually much quicker.

Set the routers 2.4Ghz WiFi Band to use a non-overlapping ‘fixed’ channel (1, 6, or 11) with a channel-width of 20Mhz only.

The routers 5Ghz band is usually fine so leave that as it is, but for stability fix its channels (rather than have them auto-select on startup).  Try to steer compatible Sonos players onto the 5Ghz band and ensure they have an SNR level of 45dB, or above, where practicable, see this link…

Info. about Sonos SNR levels:

https://support.sonos.com/en-us/article/understanding-the-network-details-section-in-the-sonos-app

If such connections are not achievable, then consider trying the more penetrating/longer reaching 2.4Ghz band instead or wiring a ‘standalone’ product instead, but always disable its WiFi adapter when not using SonosNet, but do not disable the WiFi adapter on a standalone Home Theatre device if you plan to later use it with surrounds/Sub . In fact I don’t  recommend wiring a HT product at all, as it will create a SonosNet ‘root bridge’ in some instances, unless you are using the Arc Ultra or SonosNet, as a last resort. 

It’s true to say that some routers/mesh setups may work better with Sonos in SonosNet mode - Google WiFi is an example where SonosNet sometimes works better than wireless mode.

If using SonosNet wire a device to the router, or to a "switch" linked directly off the router only. Keep any wired/or wireless devices one metre away (minimum) from any router, WiFi AP or other wireless device, where practicable. 

Never wire anything ‘Sonos’ to a WiFi mesh satellite Hub

Do not use wireless range extenders, or power-line (EoP) adapters.

Set all Sonos IP addresses static, high up in the LAN subnet out the way, in the routers DHCP reservation table - all routers are different, so maybe read the user manual if you do not know already how to make a device network address static.

Now onto the controller device…

Disable  MAC spoofing (Private Address) it can cause issues with some routers. It’s often unnecessary to use that feature on a Home WiFi network.

Disable WiFi calling

Disable Mobile Data Access use for the Sonos App

Enable the following 5 things for the Sonos App to run smoothly…

• LAN Access
• Bluetooth
• Location (precise)
• Microphone
• Notifications

Ensure the mobile controller is not using…

• VPN Client
• Firewall
• Anti-virus 
• Other security software

Ensure LAN firewalls, or products like Pi-Hole, are not blocking Sonos cloud access

Whilst in the router settings, disable QoS and/or any Airtime Fairness features and see if that may improve responsiveness.

I’ve been absent from the ‘community’ for quite some time, patiently awaiting the day when I could log back in and find all is sweetness and light. I have been assuming that by now … nearly end end of 2024 … that full functionality would be restored, including the ability to create and edit playlists in the Sonos app. Also that when toggling from the full screen display of the track playing to the full list of the queue, the app would snap to the current track, not to the beginning of a queue of hundreds of tracks.

Unless I’ve missed something, both functions are still missing in action. Is that correct?