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CP2016
Contributor I
May 4, 2021

Roam stops playing music

Hi my Roam arrived today. I have other Sonos speakers so pretty familiar with the set up etc. However, my roam keeps stopping playing the music from Apple Music after a few seconds to a minute in. This happened on WiFi and Bluetooth mode. When it does this, my iPhone tells me the music is still playing but no sound is coming from the roam or my phone. I’m with Talktalk and the router doesn’t show an internet problem. I can’t figure it out. On occasion, the speaker just turns off (no leds on at all). Then when I switch it back on, the playlist is wiped. It’s fully charged and does this when plugged in and when running off battery. Is it a duff and I need a replacement? 

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    27 replies

    Airgetlam
    Airgetlam
    May 5, 2021

    The only way Sonos can advise you if it is a defective speaker is if you submit a diagnostic, and either call them with that number, or post the number here. 

    Before doing so, I would recommend a full factory reset of the device, just to see if that ‘fixes’ the problem. 

    Bruce
    Karim86
    Lyricist I
    May 13, 2021

    I already try rebooting roam, and also re- setup roam. But the problem ( stop playing ) still exist. And also all sonos app already up to date. 

    CP2016Author
    Contributor I
    May 13, 2021

    I needed to return mine. Ran tons of diagnostics, factory reboot etc etc. Still not working so it’s been returned. Annoying. I can see others have had same issue so I probs won’t get another one. 

      ritchieone
      Contributor I
      May 22, 2021

      I too am having much the same issues and this has been from day one. despite numerous diagnostics being sent still no further on. Although I am a long time Sonos user with fourteen other devices I am seriously considering moving away after such a bad customer service experience!

       

      Really, really frustrated!!

        Corry P
        Corry P
        Sonos Staff
        May 24, 2021

        Hi @ritchieone 

        So you know, we do not get notified if you submit a diagnostic - you must also get in touch with technical support for the diagnostics to be looked at.

        "Common sense is the collection of prejudices acquired by age eighteen." - Albert Einstein
          AdrianFernandez
          Lyricist I
          August 2, 2021

          My Sonos roam stops playing music just after a couple of seconds, it’s been like this since we bought it. Did a factory reset and it didn’t work, we moved apartments and therefore changed wifi also nothing happened. The exact same problem keeps going on.

          When I go to technical support there’s no solution neither an email I can reach out to…

           

          I submited a support diagnostics number is: 60570415.

           

          Corry P
          Corry P
          Sonos Staff
          August 2, 2021

          Hi @AdrianFernandez 

          The diagnostic number is not recognised, and the page where I can look at all of your diagnostics shows none at all. 

          I recommend you get in touch with our technical support team directly - I recommend calling. If you can’t call during opening hours, start a chat instead - if there is no-one available at the time, you will receive email support in reply later.

          "Common sense is the collection of prejudices acquired by age eighteen." - Albert Einstein
          AdrianFernandez
          Lyricist I
          August 2, 2021

          Apologies a missed one digit. This is the right number: I submited a support diagnostics number is: 605704715.

          Corry P
          Corry P
          Sonos Staff
          August 2, 2021

          Hi @AdrianFernandez 

          Thanks. Unfortunately, at the moment you submitted the diagnostic, your phone/tablet wasn’t connected to the Sonos system and so the diagnostic contains very little information. 

          Can you please try again when the Roam shows in the app? Thanks.

          Have you tried playing from another device - another phone or a tablet? Is the behaviour the same? Also, does the Roam perform the same regardless of the source?

          Please also share as many details about your network as you can (it, not devices on it), starting with your router model and manufacturer. Thanks.

          "Common sense is the collection of prejudices acquired by age eighteen." - Albert Einstein
          AdrianFernandez
          Lyricist I
          August 2, 2021

          I downloaded the app first on my iPhone and now on my iPad and continue to have the same problem.

          I also submitted a new report from my iPad: 1955476634.

           

          Thank you for your help.

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