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DeeScott13
Contributor I
January 17, 2021
Answered

Sonos 5 goes in and out

We have a Sonos play bar and have been happy with it.  For Christmas we purchased 2 Sonos 5 speakers to go with it.  The one we paired to the playbar goes in and out constantly.  We have rebooted everything, reinstalled the app and worked with support.  Anyone have more ideas before we send these back?

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DeeScott13Answer
Contributor I
January 18, 2021

Ok, after 2 hours on the phone with Sonos support, (again) the best they could offer was to hardwire the speaker to my router.  This is not a real solution for us as the router is on the opposite end of the house.  Interestingly enough, if I add the speaker as a surround component, it works fine.  This points me to an issue with the app and grouping.  I hope they figure it out.  We have decided to accept the speakers on surround even though that is not our desired config.

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DeeScott13Author
Contributor I
January 17, 2021

Ok, just tested with the speaker right next to the router.  Stayed on 5:34 minutes, off 1 minute, back on again.  Moving closer to the router had no effect.

DeeScott13AuthorAnswer
Contributor I
January 18, 2021

Ok, after 2 hours on the phone with Sonos support, (again) the best they could offer was to hardwire the speaker to my router.  This is not a real solution for us as the router is on the opposite end of the house.  Interestingly enough, if I add the speaker as a surround component, it works fine.  This points me to an issue with the app and grouping.  I hope they figure it out.  We have decided to accept the speakers on surround even though that is not our desired config.

GuitarSuperstar
Lead Maestro
January 18, 2021

Another option you can try is changing the WiFi channel on your router to see if that improves your network performance.

"Receive with simplicity everything that happens to you." - Rashi
DeeScott13Author
Contributor I
January 18, 2021

Sigh…..we did.

SOCalistic
Renowned Enthusiast I
January 22, 2021

Ok, after 2 hours on the phone with Sonos support, (again) the best they could offer was to hardwire the speaker to my router.  This is not a real solution for us as the router is on the opposite end of the house.  Interestingly enough, if I add the speaker as a surround component, it works fine.  This points me to an issue with the app and grouping.  I hope they figure it out.  We have decided to accept the speakers on surround even though that is not our desired config.

It’s 2021.  People should not have the only answer be to hardwire to solve issues like this.

DeeScott13Author
Contributor I
January 22, 2021

Thank you for reminding me to update one more time.  Being an IT geek for over 30 years I could not accept support’s answer either.  Persistence always wins.  Why would the speaker work fine when a surround component and not in a group?  Support kept talking about noise on the network. They had me unplug the WiFi extender, but this didn’t help.  But I couldn’t let it go mentally.  So I thought what if it is just too close to the playbar?  I moved the WiFi extender across the room and down on the opposite end, then reconfigured the speakers they way we originally wanted them grouped.  Lastly, I had the Sonos app on both our phones and the iPad.  I deleted the app from all but my phone, to make sure it wasn’t getting confusing messages from multiple apps as we did the troubleshooting.  BOOM!  We are working, and no issues since.  AMEN!  I love these speakers and really wanted it to work.  Thanks for listening/helping on the journey!

 

I can’t figure out how to make this one the answer, but I hope it helps someone.

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