Question

Connection issues after they dropped Bridge

  • 2 November 2020
  • 4 replies
  • 227 views
I

Ever since the update where I was forced to connect my trusty Play:3 directly to my home wifi instead of using the fantastic Bridge dedicated network that had been working without interruption for years, I’ve had daily frustrations. The first few seconds of songs are jittery, I get long pauses in streaming radio, and once or twice a week all my (completely up to date) apps refuse to see my Sonos device, and all that works is completely resetting my router and waiting 10 minutes.

All this in a house with several devices and HD TV streaming high quality without issues from a 100 Mbps connection. All my apps and firmware are up to date, and this is really not what I expect from Sonos. My feeling about them dumping Bridge is that they tried to fix something that was not broken, and caused a lot of new problems.

Anyone with the same problem and a *real* solution (don’t tell me to update, reset things, move my router, install repeaters, change channels, etc. - all of this has been tried and it makes no difference).

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4 replies

Rowena B.
Userlevel 5
Badge +16

Hi @IM314, thank you for reaching out to us, and welcome to the Sonos community. We really appreciate your time and effort in bringing this concern to us. Let me help you with this.

Please submit a diagnostic report from your Sonos system for us to check. Just include the confirmation number in your response so that we can look up the information.

If you need help with any other information, feel free to reach out. We'll wait for your reply.

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I

Thanks. Confirmation number is 380925947. I doubt you’ll see anything in there though, the issue is that your devices appear to be too sensitive to fluctuations in wifi signal strength which requires a long buffer time, but with newly selected songs you don’t have the luxury of doing that. It’s obvious from the way songs that are newly selected stutter and jitter for a few seconds, while those that have been waiting in the queue don’t. I can understand that you don’t want to build in too long of a buffer between a song being clicked and it starting playing to avoid the user thinking the click did nothing and trying again, but I must point out that this NEVER happened when the Bridge was still in use. The very first song I played after following the instructions to get rid of the Bridge did that, and it’s been the same ever since, no matter what I change in the network setup. You should never have moved away from the Bridge dedicated network - it worked a charm.

Rowena B.
Userlevel 5
Badge +16

Hi @IM314, thank you for your detailed response and for providing the diagnostic report. Let me help you out with this.

Based on the diagnostic, there's interference in your wireless network that may be caused by wireless congestion or low wireless range; an audio dropout was detected in your due to a sync error. These network-related issues that may be causing the issue.

To address this issue, the next step is to perform a sequential reboot of your network devices, all your Sonos products, and force close mobile controllers to refresh the connection. 

A sequential reboot means that we need to do this in order.
1. Unplug your network devices (modem, router, any wireless access points on the network) from the power and wait for 60 full seconds before you plug it back in.
2. Once the router is back online, unplug all your Sonos devices from the power. Please wait 15 seconds before you plug back them back in.
3. Force close the Sonos app from your iOS or Android device.
4. When the status light on your Sonos speakers are solid white, get back on the Sonos app and check if you're connected.

After performing the steps above and you're still experiencing the same problem, wire one speaker to your router and test Sonos' performance. 

If there's no improvement, I recommend contacting our Sonos Customer Care support to perform in-depth troubleshooting and provide your full network setup including the make and model of each device. Our phone support has the tools to check what's going on in your system and to remotely access your device to provide the best option for you.

Please feel free to reach out in the future if you have any other questions. You're always welcome here.
 

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AjTrek1
Userlevel 7

Hi @IM314 

I just read read your original post and skipped all the succeeding posts as there’s just too much information to sift through.

As a bit of history the Bridge is obsolete and was replaced by the Boost module ($99_USD) which is a much better product. Your Sonos performed better with the Bridge as it was using the SonosNet which by-passed your home wi-fi. The Boost does the same thing….only better.

Your Play 3 could be failing or just doesn’t have enough “umph” to create a strong SonosNet. My advice is to invest in the Sonos Boost module (as the replacement for the Bridge) to create the SonosNet instead of the Play 3.

Together Everyone Achieves More = T.E.A.M.
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