Contributor I

Answered

sound cutting out

Forum|Forum|1 year ago
April 6, 2025
11 replies
235 views

My sound cuts out every 10 minutes when playing albums.

I recently switched internet providers from Starlink back to Frontier. No issues with starlink router. I had this problem before with Frontier and remember making changes to the IP address settings.

The usual solutions do not work.

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Best answer by Jamie A

Hi @jas619,

Apologies, I misread your initial post. We don’t have any official articles for adjusting IP addresses for Sonos devices, but there are many user created articles. This is a popular one, so is the following topic the one you saw before:

I had a look in our system and there’s no incompatibility with that specific router, nor any settings you need to change.

If you follow the post above and you still getting music cutting out, then I’d recommend reaching out to our support team for further troubleshooting with them. They have the necessary tools available to look into your system and help you resolve this issue.

Jamie A

Sonos Staff

Hi @jas619, welcome to the Sonos Community!

I’m sorry to hear that you’re having issues with music cutting out, though changing your IP settings shouldn’t cause music to drop out. If you’re playing via music service, then please check out our Music Service audio stops or skips article, following any steps in there you haven’t already done.

If you have any you’re still getting issues, please provide the make and model of your router, as well as any other networking equipment so I and the community can provide the next troubleshooting steps.

I hope this helps!

J

jas619Author

Contributor I

Thank you for the reply.

I did not change the settings. What I am saying is I had this problem before when my internet service was with Frontier. I found an article here about adjusting an IP setting and the problem went away.

I am not using a music service.

It is only when I play albums via a port.

My router is:

Arris NVG443B

Jamie AAnswer

Sonos Staff

Hi @jas619,

Apologies, I misread your initial post. We don’t have any official articles for adjusting IP addresses for Sonos devices, but there are many user created articles. This is a popular one, so is the following topic the one you saw before:

I had a look in our system and there’s no incompatibility with that specific router, nor any settings you need to change.

If you follow the post above and you still getting music cutting out, then I’d recommend reaching out to our support team for further troubleshooting with them. They have the necessary tools available to look into your system and help you resolve this issue.

J

jas619Author

Contributor I

None of those work for me.

This is an obvious problem for sonos as the search threads are infinite.

Too bad you can’t find a solution.

I would not buy again nor recommend this product to anyone.

Airgetlam

So, what did the Support team say that didn’t work for you?

Bruce

J

jas619Author

Contributor I

It’s not what was said. It was the user article listed in the previous reply.

It has nothing of value for my situation.

Airgetlam

Hi @jas619,

Apologies, I misread your initial post. We don’t have any official articles for adjusting IP addresses for Sonos devices, but there are many user created articles. This is a popular one, so is the following topic the one you saw before:

I had a look in our system and there’s no incompatibility with that specific router, nor any settings you need to change.

If you follow the post above and you still getting music cutting out, then I’d recommend reaching out to our support team for further troubleshooting with them. They have the necessary tools available to look into your system and help you resolve this issue.

The last paragraph suggests you get in touch with support for further troubleshooting. All I’m asking is the result of that conversation.

Bruce

J

jas619Author

Contributor I

Well when the reply is to reach out to support staff isn’t that exactly what he is?

Sad that so many have this problem but they have no desire to help

Airgetlam

‘He’ is a forum moderator. Not quite the same thing. And probably has different tool access to investigate, as well. Which is likely why the suggestion to contact a person who has that ability.

Bruce

J

jas619Author

Contributor I

If that is the case then why not transfer my message to someone who can help? I thought this forum was for that purpose?

Where is technical support?

This forum is useless

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