Enthusiast I

My Sonos Roam is not working as I’ve been expected to work

Forum|Forum|4 years ago
August 6, 2022
19 replies
437 views

Hi everyone

I have a Sonos Roam device since April and I feel that it’s not giving me its best performance since the two last months, the audio drops out or cuts off using Airplay and Bluetooth, it gets unresponsive with Alexa and a really bad behavior using Airplay.
After about 3 months the Airplay issue with my Sonos Roam reappeared, the audio is frequently cutting off or pausing with not reason, very frustrating! I’ve got a replacement and this is the second unit that I have, awful!
doing so many factory resets, rebooting my router several times, and reinstalling the controller on my iPhone didn’t fix my issue, still the error persists, and Alexa sometimes gets unresponsive if I ask for music or some other commands, answering with any error, the audio cuts off or simply stops working, sometimes rebooting my speaker works, but sometimes not. My Wifi signal is pretty good, so, I suspect my unit has a firmware issue, with all other devices I don’t have Wifi issues, so I think it has nothing to do with my Wifi set up, and it also cuts off using Bluetooth, it’s the only and the first Sonos speaker I’ve ever had. Is it a way to improve its performance or should I get another replacement? it only works fine sometimes playing content with the Sonos app or using Spotify Connect, neither with Airplay, Alexa or Bluetooth, I often get an error when I try to play content with Apple Music from the Sonos app, disappears from the controller, and I can’t play any music at all using Alexa, it says Playing Xx but nothing happens right after, frustrated is how I am. If anyone has a sollution or something to share please let me know, any help is appreciated. Kind regards

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Ken_Griffiths

What WiFi band and channel is the Roam presently using? What is the channel-width set to on your routers 2.4Ghz band? Do you have other wireless devices such as a baby monitor or zigbee devices- smart-plugs, Hue lights, or any Bluetooth devices etc?

M

Manu84Author

Enthusiast I

Channel 48, 2.4 gigahertz, I’ll need to search my router’s model or find a way to see which channels are available because I’m from Mexico and The internet usually isn’t very good. My Sonos Roam is in my room where I have a smart TV but is usually off when I use the speaker, an Xbox Series X, but my big house is made of concrete. Anyways, I did a system diagnostic and here is the number 1 5 1 0 9 5 7 8 8 1

The playback seems to be ok for now, in case of a drop out I’ll send an other one

La discapacidad visual no es ningún impedimento, a disfrutar Bros

M

Manu84Author

Enthusiast I

I don’t know which channel my router or modem are using, I’m from Mexico and I’m not sure which channel are available, I just have security cameras but I’m not sure how much interference they cause, but here my concern is: none of my other devices are havingissues on my Wifi network so I’m not sure it’s a network related issue

La discapacidad visual no es ningún impedimento, a disfrutar Bros

Ken_Griffiths

I don’t know which channel my router or modem are using, I’m from Mexico and I’m not sure which channel are available, I just have security cameras but I’m not sure how much interference they cause, but here my concern is: none of my other devices are havingissues on my Wifi network so I’m not sure it’s a network related issue

It’s possible it’s your cameras - but it’s difficult to help you resolve that matter without further detail about your network setup.

I would perhaps submit a Sonos diagnostic report from the ‘Settings/Support’ area of the Sonos App

Make a note of the reference generated.

Then, when available, contact/chat to Sonos Support Staff about the matter via this LINK and see what they can suggest to resolve the matter.

M

Manu84Author

Enthusiast I

Here is the number 1 2 1 0 3 3 6 2 8

La discapacidad visual no es ningún impedimento, a disfrutar Bros

M

Manu84Author

Enthusiast I

It’s difficult for me to determine which devices are causing wireless Interference in my environment, or which network set ups Sonos requires, I’ve tried many router reboots, but sooner or later the issue reappears, and I want my Roam being stable and working fine, 0 music cut off, 0 error messages or unresponsive commands with Alexa, and 0 error messages, I mean, error’s free. I didn’t buy the speaker for studying Wireless signals, I bought it to enjoy my music with a great sound quality, portable usage and use Alexa. Well, it has a great sound but the wifi and Bluetooth conections are not working as I’ve been expected to work

La discapacidad visual no es ningún impedimento, a disfrutar Bros

Ken_Griffiths

It’s difficult for me to determine which devices are causing wireless Interference in my environment, or which network set ups Sonos requires, I’ve tried many router reboots, but sooner or later the issue reappears, and I want my Roam being stable and working fine, 0 music cut off, 0 error messages or unresponsive commands with Alexa, and 0 error messages, I mean, error’s free. I didn’t buy the speaker for studying Wireless signals, I bought it to enjoy my music with a great sound quality, portable usage and use Alexa. Well, it has a great sound but the wifi and Bluetooth conections are not working as I’ve been expected to work

Well hopefully you submitting the diagnostic and speaking to Sonos Support Staff will get the matter resolved - see the links in my previous post.

Hope you get the matter resolved with their help.👍

M

Manu84Author

Enthusiast I

Sonos Support from Mexico is not available, I call them, they hang up immediately, I try to chat them and it says that nobody is available to chat, and my Roam now became unresponsive using Spotify Connect and the songs take ages to start and cut off, when it was used to work fine. I think it’s my internet because now since Sunday my phone is having connection issues too, although I don’t know if there is something wrong with my Sonos Roam unit because using AirPlay2 the audio cuts off after 2 seconds of start playing the song, I’ve recorded a video about this incident how can I send it to Sonos? Any help is appreciated

La discapacidad visual no es ningún impedimento, a disfrutar Bros

M

Manu84Author

Enthusiast I

La discapacidad visual no es ningún impedimento, a disfrutar Bros

Ken_Griffiths

Sonos Support from Mexico is not available, I call them, they hang up immediately, I try to chat them and it says that nobody is available to chat, and my Roam now became unresponsive using Spotify Connect and the songs take ages to start and cut off, when it was used to work fine. I think it’s my internet because now since Sunday my phone is having connection issues too, although I don’t know if there is something wrong with my Sonos Roam unit because using AirPlay2 the audio cuts off after 2 seconds of start playing the song, I’ve recorded a video about this incident how can I send it to Sonos? Any help is appreciated

With the Roam showing in the Sonos App, submit a Sonos diagnostic report and make a note it’s reference number and then go onto chat ‘online’ to the Sonos Support Staff via this LINK (when available) and see what they say.

Hope that you get the matter sorted.👍

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