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Geoff Simmonds
Trending Lyricist I
October 15, 2017

Thanks for completely breaking £2000 worth of Sonos gear

Latest update has completely broken our setup and we are VERY ANGRY.

The latest update has completely shafted our perfectly working setup around the flat. We have 2 play 5's in a stereo pair in the front room, 2 play 1s in the bedroom, a play 1 in the bathroom, a new soundbar in the family room with 2 1s in surround config, a play 3 on the kitchen worktop and 2 play 3s in the dining room.

WE HAVE SPENT A FORTUNE ON THIS SETUP AND JUST BECAUSE YOU WANTED TO HAWK SOME NEW USELESS ALEXA SPYWARE CRAP IN YOUR NEW SPEAKERS, OUR SYSTEM IS COMPLETELY BROKEN.

Half of our speakers no longer work and the ones that do occasionally work drop out constantly.

If this doesn't get sorted out very quickly, I will consider legal action and judging by the number of other complaints I have read, I won't be alone. I will never buy any more Sonos products again, and I will actively dissuade anybody I know from buying them. Good lord what a shambles.

Sort this out please. And also, while you're at it, please sort out the abomination that is the new app as well, it is awful. Who on Earth did you test it on? How can a company I used to like so much get it so wrong?
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      61 replies

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      Ryan S
      Ryan S
      Retired Sonos Staff
      October 17, 2017
      Some great troubleshooting and posts guys! If you have a chance to send a diagnostic, just let us know the number. I can pull it up and take a look for you.
      Mark good posts by pressing the like button, and select the best answer on questions you've asked to help others find solutions.
      John B
      October 17, 2017
      Hi Ryan. One observation from re-reading one of Geoff's earlier posts is that he says the problematic Play:1s don't show up as devices on the router. Now, even though from a data point of view the bonded surrounds get their info from the Playbase, I would still expect them to have their own IP addresses and show up in the router. Or is that mistaken? If I were at home I could immediately check my own system, but I'm not.
      Geoff SimmondsAuthor
      Trending Lyricist I
      October 18, 2017
      HI John
      Yes, I power cycled the speakers and have unpaired them and paired them as well as reconnecting them to the surround sound, all to no avail.

      Sonos net is on channel 6, the Wifi is on channels 13 and 11. The low end of the wifi traffic spectrum around me is more congested.
      John B
      October 18, 2017
      Then you have done everything you can. You really should submit that diagnostic and post number back here
      John B
      October 18, 2017
      Btw, the surrounds talk to Playbase using 5GHz, but should avoid competing channels automatically
      Riddler
      Trending Lyricist I
      October 18, 2017
      I know this is a basic approach but I would want to check that the devices are staying visible all of the time. I would open a few terminal/cmd windows on a connected computer and set pings running to each of the sonos devices. It would be interesting to know if they drop from the IP network at the same time as they disappear from your Sonos apps or stop streaming.
      John B
      October 18, 2017
      A diagnostic would be easier...I think Geoff has suffered enough!
      jtkeep
      Enthusiast II
      October 18, 2017
      Latest update has completely broken our setup and we are VERY ANGRY.

      The latest update has completely shafted our perfectly working setup around the flat. We have 2 play 5's in a stereo pair in the front room, 2 play 1s in the bedroom, a play 1 in the bathroom, a new soundbar in the family room with 2 1s in surround config, a play 3 on the kitchen worktop and 2 play 3s in the dining room.

      WE HAVE SPENT A FORTUNE ON THIS SETUP AND JUST BECAUSE YOU WANTED TO HAWK SOME NEW USELESS ALEXA SPYWARE CRAP IN YOUR NEW SPEAKERS, OUR SYSTEM IS COMPLETELY BROKEN.

      Half of our speakers no longer work and the ones that do occasionally work drop out constantly.

      If this doesn't get sorted out very quickly, I will consider legal action and judging by the number of other complaints I have read, I won't be alone. I will never buy any more Sonos products again, and I will actively dissuade anybody I know from buying them. Good lord what a shambles.

      Sort this out please. And also, while you're at it, please sort out the abomination that is the new app as well, it is awful. Who on Earth did you test it on? How can a company I used to like so much get it so wrong?
      John B
      October 18, 2017
      I cannot see the point in repeating a post for which the OP has apologised.
      jtkeep
      Enthusiast II
      October 18, 2017
      Hi Geoff
      You are not alone in the new update breaking also my system it took me a few hours
      to get it to work again, like hard wireing one speaker to my router so they could find
      the network, i only have 2 play 3 and one play 1 so not as big as your system.
      I have seen that this update maybe a beta?
      Hope you get it all working again, i have gone back to v 7.4 untill they get it sorted
      with a workable sonos controller.
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