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gogs
Contributor I
January 2, 2022

Roam not connecting properly, faint and stuttery.

  • January 2, 2022
  • 17 replies
  • 2807 views

I just got a Roam, and I’m having issues with the playback from both the system through WiFi and through bluetooth from my phone.

 

The Sonos app shows that music is playing, but it’s faint and stuttery. Turning it on an off (either to sleep or full off, ) will sometimes fix it, and starting the music stream on one of the other speakers, grouping the roam to that speaker, then putting the Roam to sleep and waking it up, will often fix the issue. The power light will be solid white, but once I attempt to play music it starts flashing slowly between white and orange, which is supposed to indicate diagnostic mode, but even a factory reset and reconnecting the Roam to my system isn’t helping the issue.

I also have yet to get the Roam to do anything more than stutter through bluetooth, and since the factory reset, can’t even get it to re-pair through bluetooth.

 

I’m hoping there’s a quick fix, but my searches have come across similar issues, but no fixes (though it’s possible I’ve missed something.)

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    gogsAuthor
    Contributor I
    January 5, 2022

    A quick call (9 minutes, with a brief hold,) with customer support later, and they’re replacing the unit for a hardware issue.

     

    Thanks for the help troubleshooting everyone! I always feel better having tried to do as much as possible before my CS calls.

     

     

     

      gogsAuthor
      Contributor I
      January 5, 2022

      Aaaaaargh, I am having *exactly* the same issues. 
      I was given a Roam as a christmas present and it’s driving me mental. I’ve not had a day yet where it’s worked properly. 
      Today was my best day. I finally managed to get it to run off the WiFi, my AppleMusic was running and Alexa was even playing stuff on demand. It was perfect! 😍
       

      Suddenly, I opened my laptop to do something completely unrelated (using WiFi), and my Roam just died. Back to stuttering when Alexa is speaking, and when music is trying to play, and the light above the Sonas sign slowly flashing orange and white. Even powering up and down, it’s not making any chimes. Now I cannot get it to connect at all. 
       

      Is it meant to be this complicated? 

      Give them a call, it seems like you may have the exact issue I have.

      Good Luck!

      RDumond06
      Lyricist II
      January 10, 2022

      A quick call (9 minutes, with a brief hold,) with customer support later, and they’re replacing the unit for a hardware issue.

       

      Thanks for the help troubleshooting everyone! I always feel better having tried to do as much as possible before my CS calls.

       

       

       

      The Roam I just got is doing the exact same thing as yours. Contacted Sonos. They are saying it’s faulty like yours but can’t confirm for me that it will be replaced with a new unit and not a refurbished unit. Did anyone confirm with you whether or not your replacement will be brand new or refurbished?

      Airgetlam
      Airgetlam
      January 10, 2022

      Speaking personally, I prefer “refurbished”, as I know that the quality will be as new, and that it will be tested six ways from Sunday, certainly moreso that the “newly manufactured” ones are.

      Bruce
      RDumond06
      Lyricist II
      January 10, 2022

      Speaking personally, I prefer “refurbished”, as I know that the quality will be as new, and that it will be tested six ways from Sunday, certainly moreso that the “newly manufactured” ones are.

      I totally get that logic and would understand that if someone hadn’t just paid full price for what should be a working speaker. Maybe if they offer some sort of refund with a refurb, I will do that. If they don’t, they’re basically taking people’s $$.

      RDumond06
      Lyricist II
      January 12, 2022

      Just a followup, the replacement unit was brand new. That said, there was a possibility that I could have gotten a refurbished one depending on stock. They said to call back if that happened. The new one seems to be working well. I’ll be back if the new one starts exhibiting the same issues lol

        redcanary
        Lyricist I
        January 13, 2022

        Had the exact same issue. Called Sonos to get a replacement.

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