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Sonos Play 5_2nd Gen Defective WiFi Cards?

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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?

No Wi-fi

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Ryan SAnswer

Retired Sonos Staff

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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K

kschneider

Lyricist II

Does a Boost meed to be separated from my AT&T Pace Modem/WiFi? Right now I have a Play 5 hard wired to my ethernet that is only 3 ft from the AT&T box and it works.

Airgetlam

3 feet is generally what I recommend. I'd be concerned if it was sitting on top of it, as all electrical devices generate a certain amount of interference, one of the things the FCC tries to regulate, but I'd think you're fine.

Bruce

Stanley_4

Grand Maestro

I've found 3 to 4 feet to be enough to keep my Sonos happy when it has to be next to an electrically noisy device or another Sonos device.

I too love my Boost but if shopping today I'd seriously consider using another Play 1 or Sonos One instead as having sound where it sits would be nice and the extra cost isn't much. The radios are apparently close in performance with the Boost having a bit more noise reduction from what I recall reading.

C

CanuckGal

Contributor I

The wireless just went on mine too. Diagnostic# 1115617587.
Really bummed because I love this system so much - sad to see this flaw.

Jeff S

Retired Sonos Staff

The wireless just went on mine too. Diagnostic# 1115617587.
Really bummed because I love this system so much - sad to see this flaw.

Hi CanuckGal,

Your report shows an issue with the wireless on your Play:5. Our phone team can help out, please give us a call. You can find our phone number here.

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B

Baste78

Lyricist I

Hi Jeff and team,
Same issue here; I own 2xPlay1, Play5(2nd g.) and a Playbar. The Play5 suddenly dropped from the network and it’s impossible to get it back. Now it’s only working wired and can’t play it along the other speakers. Diagnostic # for the Play 5 is 188020826. I’m located in Spain and couldn’t reach any associate at the Spain’s phone number. Thanks

Jeff S

Retired Sonos Staff

Hi Jeff and team,
Same issue here; I own 2xPlay1, Play5(2nd g.) and a Playbar. The Play5 suddenly dropped from the network and it’s impossible to get it back. Now it’s only working wired and can’t play it along the other speakers. Diagnostic # for the Play 5 is 188020826. I’m located in Spain and couldn’t reach any associate at the Spain’s phone number. Thanks

Thanks for sending in the diagnostic report. There appears to be an issue with the wireless card on your Play:5. Normally, our phone team would take over from here. They should answer during their posted hours, found here.

If they still do not answer, reach out to our Twitter or Facebook team, they're 24//7. Let me know if you have any troubles getting in touch.

Help others find useful content by clicking the like button and selecting the best answer to your question.

M

mhaslam

Lyricist I

Hi team,

i have the the same issues here. Gen 2 Play5 dropped from system and can’t reconnect it. I have submitted diagnostics 1583192370.

Thanks!

Stanley_4

Grand Maestro

You should contact Sonos support directly, see the Contact page. They offer 24x7 support there.

M

Mikelj

Lyricist I

Hi,

Sonos Play 5 Gen2

After hard reset it does play when connected RJ45 to router though does not show as connected in router wifi. # given for dx is 2012354124.

When trying to connect over all to wifi in software I get an error of bad password though all my other devices connect, including another play 1 I did a factory reset on tonight and it simply connected.

I have more than a half dozen other Sonos devices that are working properly.

Before sending this, I updated the firmware of my router, updated the sonos software, updated the spotify software. Those updates do not appear to have helped anything.

Please let me know if there is something more I can try. I’m not looking foward to sending the speaker in. Thank you.

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