Sonos Play 5_2nd Gen Defective WiFi Cards?

I wouldn’t think that there’s enough power fluctuation in the line in to affect a WiFi card. After all, an analog line in is all about power fluctuations. In my mind, the potential for this issue comes from the wall plug, or ‘mains’ as some call it. Dirty power coming in from the street has caused issues in many an electronic device. 

 
I’ve got the Play 5s connected to a surge protector. Shouldn’t that do the trick?

Sometimes, yes, sometimes no. I’ve frequently read stories about those power filtering and surge suppressing devices degrading in efficiency over time. And, it’s possible that a power fluctuation may not be the cause of this. It could be a contributing factor in some cases, but may not in others. That’s why I’ve used words such as ‘potential’ and ‘offhand chance’. It could be any of several other issues, I really don’t know. That’s why you should contact Sonos Support directly to discuss it.

I usually suggest the phone folks, they have more tools available because they're on the phone with you, but they are available Monday through Friday during business hours. The Twitter support folks are available 24/7.

After getting in touch with Sonos customer care and submitting a diagnostics report (1307359301) which confirmed a faulty wireless card in my Left Sonos P5 Gen2, the customer care team advised they would replace the unit. No mention of any cost to me at this point I might add, which made me think it must be an existing issue. I’ve now received the RMA which states out of warranty, so a fee of £340 is required to replace the unit. Figured I’d check here to find several posts relating to faulty wireless cards which demonstrates it’s a known issue. As confirmed my speakers are out of warranty (approx 2 years old) but after shelling out £1000 for a pair, I would expect products that reliably perform for >5 years and a far better response for what is clearly a known issue, and that Sonos would look after its loyal customers (Previously had 2 Play 3’s) far better. Very disappointed and will quite frankly take my business elsewhere in the future. 

Hi Sonos,  

reading this string I get exactly the same issue with my Sonos 5 (2nd gen). I cannot see on app . When I hard wire through router I see it but it still cannot create a WiFi or join existing. It really is frustrating. Please can you help.

thanks in advance for your support.

David

Has this speaker worked wirelessly for you in the past?

What other Sonos equipment do you have?

Hi David, I would recommend getting in touch with tech support and requesting a diagnostics check. This will confirm the root of the issue and they should be able to advise the best course of action from there. 
 

Hi Richard. I contacted Sonos weeks ago but no acknowledgement or response.  Everything was working fine… well not really fine since I hate this two tier ecosystem Sonos have forced upon their consumers which only punishes early and loyal customers to have a substandard product…. but this sonos 5 2nd Gen was my last purchase and the first to fail.  I will try again but thanks for the advise.

Just happened to me one week ago on my Play:5. Diagnostics # 450583405

Contacted support and they’re supposed to send me info for a replacement soon. Let’s see how much this is going to cost me.

Quite unfortunately, this may cause me to rethink my entire home sound setup. I was actually in the process of expanding to include a few more units, like an Arc and Sub paired to an HD projector (currently running a connect:amp) a few One’s spread around the house and a mid range unit (perhaps a 3) for the master suite. But together with a previous replacement needed on the connect unit and now this, which I’m guessing will be costly, I am inclined to go the opposite direction, sell all units and move on to a different manufacturer. Could be labeled as an emotional reaction to an infrequent issue but costumer confidence is affected by such events. No one likes the threat of having to deal with such issues every other year. We buy decent sound systems expecting not to have problems for at least 10 years. Older systems would last never less than 20 years - still have an old technics setup playing as if it was purchased today, never a problem whatsoever in the almost 30 years I have owned it. Yeah, tech got more complex but still. There’s enough competition out there to at least give costumers the possibility to try something else.

Hi Support Team & Everyone

,

The wireless connection is broken for one of my Play:5 Gen 2.

I turned off all sonos devices except for the Playbase and the problematic Play:5 (connected with ethernet cable).

Your confirmation number is: 340369900.

Please let me know what are the next steps! TY!