@spins backwards Thank you for reaching out to us here in the Sonos Community. We can see that you spoke with one of agents in email(s) and corrected the issue after adjusting network settings. Please feel free to reach out to us here in the future with any questions or troubleshooting needs.
Howdy John,
Not true. The recommendation made by the support person did not fix or resolve the problem. The problem is that the Move does not reliably stay connected via AirPlay2.
When a song is paused/play, it’s often a few seconds before audio is heard. Same with rewind. If the pause is longer than a minute or so, sometimes the only fix is to switch to another source then switch back to the Move.
@spins backwards Thank you for the quick follow up. If you are still having the issue(s) I would recommend that you call in and speak with our agents for further troubleshooting steps. You are likely running into wireless interference with running more than one network router from what was showing in your diagnostic report history. The will have more tools available to assist you on the call.
Howdy John,
You mention I have more than 1 router, which is true - I have two. This is standard for I would guess millions of setups. Of course it is. But you suggest I have it wrong.
What the link and ostensibly you suggest, is to remove everything with a wireless connection from our home - cable boxes, tv’s, speakers, etc. until the Move works properly. C’mon, man.
That people swallow this advice, points to an even bigger problem in our society.
The Move doesn’t work right with Airplay 2, plain and simple. You guys ought to be honest and admit it. I’m sure at some point it will, either because of an Apple update or firmware update.
No, I won’t be calling. It’s a waste of time. The tech support staff you have aren’t any better than what I can Google. And, they’re offshore. They’re more concerned about a positive review than a positive outcome, which is another problem anyone who buys tech gear has to deal with nowadays.
I wish you guys would understand that it’s the best product, not the best price, that wins the day. I wish you’d invest in call centers here in the USA and invest more time in engineering. But for some reason, companies like yours trip over a dollar to pick up a dime. Not sure why. Probably, because the management hired brought bad habits from the last tech company they worked at.
Please close the case, nothing else to do.
@spins backwards Thank you for the follow up and your feedback is appreciated. It is your prerogative to refuse our troubleshooting steps. I do not remember ever asking you to remove device(s) from your wifi network. You must realize that we are a wifi based device that depends on how your wifi network allows us to perform. We do not communicate or act the same way that a phone, a tablet or a computer does on your network. Your iOS device(s) that are trying to use the Airplay feature are sending out a signal to devices on your wifi network as a target to play to them. If there are communication issues with how your network is allowing your iOS device to target your Sonos device then you will need to address your network.
I cannot guess at how other users setup there home wifi networks, but when you are running more than one network router you are creating more wireless interference that can affect how we perform wirelessly, along with anything in the home building materials, distance, and neighboring network equipment. I would strongly recommend you speak with your network installer or Internet Service Provider (ISP) to confirm you network is properly configured to meet our system requirements.
I believe that once you correct for your network setup/configuration you will see better performance. Your diagnostic report number history is showing at least four different network devices using the wifi names “Bunkhouse_Network” and “Bunkhouse_J”. This can be from multiple routers, extenders or access points. After speaking with your installer or ISP you are welcome to follow up here and let us know the results.
