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sdtheclub
Enthusiast I
December 23, 2020

Upgrade problem

  • December 23, 2020
  • 6 replies
  • 313 views

I have two Play 5 speakers and both had the upgrade option. I used one to buy the Arc home theater set and I love it so much I thought I would order just an arc for my dad. When I go to upgrade my other Play 5 it no longer has the upgrade option. My first one says it has been used for the program but my second one just shows nothing but the speaker. Has Sonos changed their policy? Is it just one upgrade per household now? Thank you

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6 replies

Rowena B.
Rowena B.
Retired Sonos Staff
December 23, 2020

​Hi @sdtheclub, thanks for reaching out to the Sonos community and letting us know about your concern. I’m sorry to hear that you’re having compatibility issues with your Sonos speakers right now. To get a better view of the status of your Sonos system, please submit a diagnostic report for us to check what could be causing this issue. You may reply to the thread with the confirmation number to assist you with this issue. Please do not hesitate to reach out if you have further questions or concerns. We are always happy to help out.

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dan8558
Prominent Collaborator I
December 24, 2020

Not a very helpful response from Sonos’ new support team.

 

The policy appears not to have changed. When I go to my account on Sonos website, there is an upgrade page that lists all of my eligible speakers. I can just check the box for a speaker and click upgrade at the bottom of the page. Is your un-upgraded speaker plugged in? This could be why it doesn’t show up.

sdtheclubAuthor
Enthusiast I
December 24, 2020

It is plugged in and it wasn’t showing up as upgradable. Now I just checked again and now it’s there. Very strange but happy it’s now working. Thanks for the help

dan8558
Prominent Collaborator I
December 25, 2020

That does seem strange, but I’m glad it’s showing up now.

omekas33
Lyricist I
March 16, 2021

Try to restart your device before upgrade. I have bought my new SONU speaker and its working perfectly fine after upgraded. There’s some ****** that helps to choose the best product.

 

*Moderator Note: Modified in accordance with the Community Code of Conduct.*

Airgetlam
Airgetlam
March 16, 2021

Curious as to what a SONU speaker is. Can’t find anything on Google....

Bruce
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