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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

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    Corry P
    Corry P
    Sonos Staff
    August 2, 2021

    Hi @AdrianFernandez 

    The Roam has only been on for 10 minutes, and no audio interruptions are reported.

    However, it is reporting on some things that indicate a likely fault with the unit.

    Please get in touch with our technical support team so they can explore replacement options with you - be sure to mention that the same happened on a second network and you’ve already tried a factory reset. Thanks.

    "Common sense is the collection of prejudices acquired by age eighteen." - Albert Einstein
    Frmiau2004
    Lyricist I
    August 8, 2021

    i have the same issue. music stoped playing on the roam after few second. i have reboot several times + factory reset. tested with 2 iphones, one android, one laptop and ipad. same problem. first and last time i buy a sonos !!!

    Ken_Griffiths
    Ken_Griffiths
    August 8, 2021

    i have the same issue. music stoped playing on the roam after few second. i have reboot several times + factory reset. tested with 2 iphones, one android, one laptop and ipad. same problem. first and last time i buy a sonos !!!

    The post here needs a bit more detail if you perhaps wish to resolve this ‘likely network’ issue…

    • What connection are you using, Bluetooth, Airplay, Connect via App (such as Spotify), or just a general WiFi direct link (via Sonos App)?
    • Where are the music tracks playing from? 
    • If you are using WiFi, what band, channel and channel-width are you using?
    Frmiau2004
    Lyricist I
    August 8, 2021

    Hi, I ve tried everything, both BT, wifi on 2.4 and 5 ghz from all devices. Locally stored, deezer, Amazon music... 

    Music is playing but no sound + impossible to power on and off the roam, no tone sounds on the roam, sometimes light displaying sometimes not. Globally not working

    Thanks

    Frmiau2004
    Lyricist I
    August 8, 2021

    610527868 troubleshooting number

    Ken_Griffiths
    Ken_Griffiths
    August 8, 2021

    Hi, I ve tried everything, both BT, wifi on 2.4 and 5 ghz from all devices. Locally stored, deezer, Amazon music... 

    Music is playing but no sound + impossible to power on and off the roam, no tone sounds on the roam, sometimes light displaying sometimes not. Globally not working

    Thanks

    In this instance, you are perhaps best to contact/chat to the Sonos Support Staff (during opening hours) via this LINK.

    MsPink
    Lyricist I
    July 7, 2022

    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!!

    I am in exactly the same boat and now it’s dropping out after 1 second and I’m travelling with a completely useless system that won’t even do a factory reset!

    MsPink
    Lyricist I
    July 7, 2022

    Has anyone ever resolved these issues? Or hav you all just returned the product? I’m SO frustrated with it that I’m seriously contemplating giving up on SONOS all together!

     

    I changed brand from BOSE to SONOS due to their quality - I love my home system, but the Roam has been the most frustrating product to use!

    Ken_Griffiths
    Ken_Griffiths
    July 7, 2022

    Has anyone ever resolved these issues? Or hav you all just returned the product? I’m SO frustrated with it that I’m seriously contemplating giving up on SONOS all together!

     

    I changed brand from BOSE to SONOS due to their quality - I love my home system, but the Roam has been the most frustrating product to use!

    The two Roams I have here are working fine and without issue. I often take one away when travelling and use it both on WiFi and Bluetooth all the time and it works a treat. 

    If you’re having some difficulty with your device then perhaps contact Sonos Support and give them an outline of what’s happening together with a diagnostic report reference from the App and then take it from there.

    You can contact the Staff via this LINK.

    Manu84
    Enthusiast I
    August 5, 2022

    Has anyone found a sollution? My Roam cuts off using Airplay, BT, Alexa is not working as it should be and I made several factory resets without positive results, even rebut my network hardware, it’s so frustrating ! It often disappears  from my Sonos app and it’s very unresponsive using Apple Music from the Sonos app, all other devices don’t have Wifi issues and I’m afraid it’s a hardware issue because this is the second unit that I have. This is a diagnostic playing music from Apple Music 5 6 1 4 6 6 1 0 6

    La discapacidad visual no es ningún impedimento, a disfrutar Bros
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