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Alexa no longer streaming from BBC Sounds/Global Player

  • November 28, 2024
  • 8 replies
  • 737 views
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This seems to be a recurring issue - Alexa refuses to stream music from any Music source (Global Player/BBC Sounds/Apple Music). When prompted, Alexa tries to play from either Global Player (Heart or RadioX), and BBC Sounds (Radio 1 etc). 

It often plays an intro, or says its playing from the above services, but then goes silent. This is on all of my Sonos devices that have Alexa, not just one device. 

Additionally, here are the steps taken so far:

  1. Remove & Reinstall BBC Sounds Skill from Alexa App
  2. Remove & Reinstall Global Player Skill from Alexa App
  3. Remove & Reinstall Apple Music Skill from Alexa App
  4. Re-sign into both BBC Sounds & Global Player using the newly installed Skills in the Alexa App.
  5. Remove and re-link accounts in the above from the Music Sources section of Sonos.
  6. Ensure all Sonos devices are up to date. 
  7. Reboot respective Sonos Device
  8. Asking Alexa on my weather responds with the correct weather for my location, so its not having issues getting to the Internet. 

This is starting to grate on me now, needing to play music manually from within the Sonos App or resorting to using AirPlay to stream radio stations when Alexa should be able to do this itself.

Best answer by Corry P

Hi Everyone

If affected by this issue, please remove the Sonos Skill from Alexa, then add it back on again:

Alexa app » More » Skills & Games » Your Skills » Sonos » Disable, then Enable to Use and sign in to your Sonos account when prompted.

If this does not help, please repeat the disabling of the skill, but then remove Alexa from your Sonos system instead of enabling:

Sonos app » Settings Icon » Manage » Voice Assistants » Amazon Alexa » [each room in turn] » Remove Alexa

Once all speakers have had Alexa removed from them, please add Alexa back on again:

Settings icon » [each room] » Add a Voice Assistant » Amazon Alexa.

If you have any trouble doing so, please uninstall the Amazon Shopping app for the duration.

If Alexa is still not working after following these steps, I recommend you get in touch with our technical support team who have tools at their disposal that will allow them to give you advice specific to your Sonos system and what it reports.

I hope this helps.

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8 replies

Corry P
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  • Corry P
  • Sonos Staff
  • 8570 replies
  • November 29, 2024

Hi ​@Lightingman2003 

Thanks for your post!

Sorry to hear of this issue you are having with getting Alexa to play your services on your Sonos speakers.

Ordinarily, I’d give you some instructions to follow similar to those you have already followed.

However, there is currently an issue with connecting Alexa to Sonos devices that we are investigating - I do not want you to try to fix this issue and end up with no Alexa on your speakers whatsoever. Right now, I have two speakers that I’d like to have Alexa on but can’t.

Are you able to play the three services that you have listed from within the Sonos app? If not, they will not play when commanded to by Alexa either.

I suspect that what would fix this issue is toggling the Sonos Skill for Alexa off and on again, but I think it likely that you will not be able to turn the skill back on again until the issue we are investigating is resolved. One way to test this is if you happen to have a speaker that can have Alexa on it, but does not at present - if you are able to add Alexa to it, then you should (no promises) be safe to disable the Sonos skill and re-enable it to get Alexa on the other speakers working again.

I recommend subscribing to this thread so you know when it will be safe to resume troubleshooting:

I hope this helps.

"Common sense is the collection of prejudices acquired by age eighteen." - Albert Einstein
Airgetlam
1 person likes this
  • Airgetlam
    Airgetlam
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  • Rhysd
  • Lyricist I
  • 2 replies
  • January 2, 2025

I am having this same issue. Applies for spotify and bbc sounds. Has this been fixed yet in the latest Sonos app update?

Corry P
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  • Corry P
  • Sonos Staff
  • 8570 replies
  • January 3, 2025

Hi ​@Rhysd (& ​@Lightingman2003)

I recommend you get in touch with our technical support team who have tools at their disposal that will allow them to give you advice specific to your Sonos system and what it reports.

I hope they are able to help.

"Common sense is the collection of prejudices acquired by age eighteen." - Albert Einstein
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  • apicus
  • Lyricist II
  • 3 replies
  • January 6, 2025

Sonos has become experts in breaking stuff that works. I truly hate all this. Never, never, never any new sonos device.

Z
  • Zk22
  • Lyricist I
  • 1 reply
  • January 8, 2025

Following this post as also have the same issue 

Corry P
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  • Corry P
  • Sonos Staff
  • 8570 replies
  • Answer
  • January 8, 2025

Hi Everyone

If affected by this issue, please remove the Sonos Skill from Alexa, then add it back on again:

Alexa app » More » Skills & Games » Your Skills » Sonos » Disable, then Enable to Use and sign in to your Sonos account when prompted.

If this does not help, please repeat the disabling of the skill, but then remove Alexa from your Sonos system instead of enabling:

Sonos app » Settings Icon » Manage » Voice Assistants » Amazon Alexa » [each room in turn] » Remove Alexa

Once all speakers have had Alexa removed from them, please add Alexa back on again:

Settings icon » [each room] » Add a Voice Assistant » Amazon Alexa.

If you have any trouble doing so, please uninstall the Amazon Shopping app for the duration.

If Alexa is still not working after following these steps, I recommend you get in touch with our technical support team who have tools at their disposal that will allow them to give you advice specific to your Sonos system and what it reports.

I hope this helps.

"Common sense is the collection of prejudices acquired by age eighteen." - Albert Einstein
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1 person likes this
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    Lightingman2003
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  • Lightingman2003
  • Author
  • Avid Contributor I
  • 11 replies
  • January 8, 2025

Thanks ​@Corry P - The first part worked for me and I’m now able to start streaming using Alexa. 

What is odd though, I did this originally, so why all of a sudden is it now working again?

Thanks again!

Corry P
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  • Corry P
  • Sonos Staff
  • 8570 replies
  • January 9, 2025

Hi ​@Lightingman2003 

Great! I’m glad to hear that helped!

I confess I do not know - this is the first time I recall hearing of it needing two attempts. Generally, if it doesn’t work the first time, I opt for something a bit more involved (removing and adding Alexa, rather than just toggling the skill off and on again). Perhaps I should just ask for it to be tried again next time.

You are most welcome!

"Common sense is the collection of prejudices acquired by age eighteen." - Albert Einstein
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