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Answered

Connection in China and slow customer support

  • February 1, 2021
  • 6 replies
  • 186 views
W

Hi,

I have my Sonos 1, 5 and Move, I`m trying to connect them on my router in China, and nothing is working. I have been trying for about 3 hours, nothing is possible…

I send an email to the customer support, but that will take 7 days to be answered…. That`s no help either.… Pretty furstrating.

Anyone with these issues and knowing what I need to do (resetting to factory settings,… I tried -I believe- everything already).

Thanks in advance,

Wouter

Best answer by Wouterp83

Hi,

I could finally get in contact with the French customer support -- I tried some countries to get some help :-) They could finally help me and the problems are solved.

Thanks,

Wouter

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6 replies

controlav
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  • controlav
  • Lead Maestro
  • February 1, 2021

Is Sonos supposed to work in China? I would have thought the Great Firewall would have made it somewhat of a challenge compared to every other location.

Author of the leading independent Sonos apps for Android, MacOS, iOS, Windows and Xbox.
W
  • Wouterp83
  • Author
  • Contributor I
  • February 2, 2021

Hi,

yes it should work in China. 
 

cheers

Wouter

Rowena B.
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  • Rowena B.
  • Retired Sonos Staff
  • February 2, 2021

Hi @Wouterp83,

Thanks for reaching out to the Sonos Community and letting us know about your concern. Your frustration is completely understandable. We appreciate you for sharing your feedback with us. Can you access the Sonos app? Do you see all your speakers in the app? If you do, please submit a diagnostic report and reply here with the confirmation number, let me take a look at it for you. Let us know if you have any questions or concerns, we'll be glad to assist you.

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  • Wouterp83
  • Author
  • Contributor I
  • Answer
  • February 3, 2021

Hi,

I could finally get in contact with the French customer support -- I tried some countries to get some help :-) They could finally help me and the problems are solved.

Thanks,

Wouter

Rowena B.
Forum|alt.badge.img+16
  • Rowena B.
  • Retired Sonos Staff
  • February 3, 2021

HI @Wouterp83, thanks for your response and for updating us. I’m glad that you were able to reach out to our French support and have your issue resolved with your Sonos system. Please feel free to reach out in the future if you have any other questions, we’ll be glad to assist you.

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  • Wouterp83
  • Author
  • Contributor I
  • February 4, 2021

Thanks a lot!

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