Skip to main content
Answered

Frequent cuts in the music/radio : who's fault, internet provider or Sonos ?

  • September 23, 2024
  • 4 replies
  • 89 views
L

Hello everyone,

I’ve had Sonos for many years now and the first version was top. Since a few months I have random cuts on my play devices (Play 1, the portable one and Move).

I have often silence gaps and very randomly. At times I cannot listen to anything for very long on the Sonos radio (or listen to music without being cut) because I have interruptions (just silence). It tries to reconnect but sometimes it does not and I have to press again on play or through Ipad or Iphone.  I would like to know how to tackle tests to identify the problem. Is it my internet/wifi provider or a fault on the Sonos system ?  Many thanks for your suggestions.

Best answer by nik9669a

As users like you, we can’t say.
 

Environments change. New WiFi networks in neighbouring properties; radio interference from all kinds of devices, pushed updates to routers than change settings without warning…
 

Next time it happens, generate a diagnostics report within 10 minutes, and contact Sonos support. They may be able identify the cause. 

T
This topic has been closed for further comments. You can use the search bar to find a similar topic, or create a new one by clicking Create Topic at the top of the page.

4 replies

N
Forum|alt.badge.img+19
  • nik9669a
  • Senior Virtuoso
  • Answer
  • September 23, 2024

As users like you, we can’t say.
 

Environments change. New WiFi networks in neighbouring properties; radio interference from all kinds of devices, pushed updates to routers than change settings without warning…
 

Next time it happens, generate a diagnostics report within 10 minutes, and contact Sonos support. They may be able identify the cause. 

Airgetlam
Airgetlam
  • Airgetlam
  • September 23, 2024

There’s no ‘easy’ way to confirm much of this, it requires a lot of seemingly random things to see if any of them work. I’d start with the wifi interference FAQ, and see if any of those solutions help. After that, I’d move on to a network refresh, which has the potential of fixing both DNS and duplicate IP address issues, should something have gone astray. Unplug all Sonos devices from power, then reboot your router. Wait a couple of minutes, then plug back in your Sonos devices. 

But if none of that works, I would recommend that you submit a system diagnostic within 10 minutes of experiencing this problem, and call Sonos Support to discuss it.

There may be information included in the diagnostic that will help Sonos pinpoint the issue and help you find a solution.

When you speak directly to the Support staff, they have tools at their disposal that will allow them to give you advice specific to your network and Sonos system.

 

edit: @nik9669a types faster ;)

Bruce
N
T
Forum|alt.badge.img+4
  • Topbrick1
  • Enthusiast II
  • September 23, 2024

Why is Sonos so 'delicate' that it is so affected by small changes in its environment? My other WiFi attached items of equipment are ok. 

Why is Sonos not fit for purpose in the real world.

buzz
  • buzz
  • September 23, 2024

SONOS units are very “chatty” with each other and there are timing constraints. A delay of a few tens of milliseconds for a web page or printer is not a big deal, but it will devastate audio. Video streaming is one way from the video server, requiring no local “chat”.

The new SONOS update uses the network differently and the default configuration of some networks is not very cooperative.

Many of us are not having issues, but I know that there are others who struggle.

Give us information about your SONOS system and network. Model numbers? Are there any wireless mesh points? Extenders?

Terms & ConditionsCookie settingsAccessibility statement