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sib82772
Contributor I
February 10, 2018
Answered

Play 5 Stopped Working on WIFI

I’ve had the Play 5 for 13 months and it stopped working yesterday. I read through the forums and nothing seems to work. I factory reset it and tried to hook it up again. It only works when connected to Ethernet. I have a Play 1 that works fine. As soon as I unplug the cable it stops.

I’m a month out of warranty and worried I’m just SOL. Any help would be appreciated.
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AjTrek1
AjTrek1Answer
February 11, 2018
Sounds like a network problem of sorts. Suggest you submit a diagnostic ASAP to Sonos and post the reference ID in this forum. As far as being SOL regarding your warranty Sonos is very good about replacing defective units for a reduced cost as long as it's not customer induced (even then...maybe so)

Here's a link on how to submit a diagnostic: https://sonos.custhelp.com/app/answers/detail/a_id/142/kw/submit%20a%20diagnostic

Good luck.
Together Everyone Achieves More = T.E.A.M.
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5 replies

AjTrek1
AjTrek1Answer
February 11, 2018
Sounds like a network problem of sorts. Suggest you submit a diagnostic ASAP to Sonos and post the reference ID in this forum. As far as being SOL regarding your warranty Sonos is very good about replacing defective units for a reduced cost as long as it's not customer induced (even then...maybe so)

Here's a link on how to submit a diagnostic: https://sonos.custhelp.com/app/answers/detail/a_id/142/kw/submit%20a%20diagnostic

Good luck.
Together Everyone Achieves More = T.E.A.M.
sib82772Author
Contributor I
February 11, 2018
Thanks. I’m thinking it’s a hardware issue. I’ve been reading a lot of the forum suggestions and nothing works. I’ll call them on Monday. Thanks for your response.
    Jetdoctor
    Jetdoctor
    Contributor I
    February 11, 2018
    I have the same issue with 2 Play:5 They both stopped working on wifi at the same time. So I guess this is a controller problem. I have 7 other Sonos speakers working fine on the network. Only the Play:5 does not work after the latest update
    Jetdoctor
    Jetdoctor
    Contributor I
    February 13, 2018
    Well, Sonos just told me they will replace my speakers. So it might be a H/W problem after all !
      daveboyle2
      Lyricist I
      March 12, 2018
      Strange, very same thing just happened on my 14 month old Play:5...Sonos support very quickly identified the same WiFi card issue. Just waiting for confirmation of next steps but very helpful guys.
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