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AjTrek1
AjTrek1
January 26, 2018
Answered

Sonos Play 5_2nd Gen Defective WiFi Cards?

I've read several posts about the Play 5_2nd Gen suddenly having problems due to a defective WiFi card. Although it appears that Sonos has been replacing the defective units (when notified) it still gives me pause. Do I need to be concerned about my two (2) out of warranty Play 5 2nd Gen's developing the same issue? If it is widespread I would hope that Sonos would issue a re-call to replace the units similar to what Microsoft did with the 1st Gen Xbox One units manufactured in a certain lot. Can anyone at Sonos elaborate?
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    Ryan S
    Ryan SAnswer
    Retired Sonos Staff
    January 26, 2018
    Hi AJ, there isn't a widespread issue warranting a recall, so don't worry there. If anything does come up, even outside warranty, feel free to give us a call and we'll do what we can to help.
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    51 replies

    Ryan S
    Ryan SAnswer
    Retired Sonos Staff
    January 26, 2018
    Hi AJ, there isn't a widespread issue warranting a recall, so don't worry there. If anything does come up, even outside warranty, feel free to give us a call and we'll do what we can to help.
    Mark good posts by pressing the like button, and select the best answer on questions you've asked to help others find solutions.
      AjTrek1
      AjTrek1Author
      January 26, 2018
      Thanks for the reply Ryan. Wi-Fi always seems to be the issue :8 LOL. Like I said in my topic...Don't Blame Sonos...Every time. Cheers!
      Together Everyone Achieves More = T.E.A.M.
      letchcj
      Contributor I
      April 5, 2018
      I've just had this happen to my second Play 5, no problem getting it replaced by Sonos. Does seem to be more widespread then Sonos will admit.
        Airgetlam
        Airgetlam
        April 5, 2018
        I’m not all that sure that they have to “admit” anything, if they replace them. Especially as it seems to be a relatively low number, in my mind. I think maybe a couple of dozen posted here, versus maybe 10,000 or more sold, as an estimate. That’s a relatively low percentage.

        However, the cost to Sonos to deal with the customer service, and process of replacing them for folks who have experienced the issue must be fairly high. I can well imagine some strong words at the least being had with the parts supplier, if not a complete replacement with a new supplier.
        Bruce
        Latcham Farm
        Lyricist I
        June 25, 2018
        I have a SONOS 5 which has a similar issue. It usually is connected directly to the network with a cable and I recently wanted to move it to a new location and have tried all of the suggest fixed and just hit a brick wall. Starts with flashing Orange light! I then carry out a factory reset and will get the unit into 'pairing mode' with a flashing green light, try to pair and end up back with a flashing Orange light. Diagnostics just sent 1727010877. Please help!
        Stanley_4
        Stanley_4
        Grand Maestro
        June 25, 2018
        Once you have done a factory reset you have made things worse, hopefully the Sonos folks can help.

        https://support.sonos.com/s/article/1096?language=en_US

        Factory resetting any of your Sonos products is not recommended and should not be done in an attempt to resolve an issue.
        texascourtneys
        Lyricist I
        June 29, 2018
        My wireless must be bad also. I just submitted a diagnostic. Will Sonos be in contact or do I have to call them?
        jgatie
        jgatie
        June 29, 2018
        My wireless must be bad also. I just submitted a diagnostic. Will Sonos be in contact or do I have to call them?

        You have to post the reference number of the diagnostic here, then they will get back to you.
        richchappelow
        Lyricist I
        June 29, 2018
        Just posted a diagnostic as my Play:5 Gen 2 has stopped connecting wirelessly. Number is 993146025
        Jeff S
        Jeff S
        Retired Sonos Staff
        June 29, 2018
        Just posted a diagnostic as my Play:5 Gen 2 has stopped connecting wirelessly. Number is 993146025

        Hi richchappelow,

        Thanks for sending in the diagnostic report. It does look like there's something going on with the wireless card on your PLAY:5. Please reach out to our phone team for help. You can find their number and hours here.
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