I purchased a pair of Era 100s several months ago and have not been able to get them to function correctly since I bought them. I am constantly getting a “Product Not Found” message and if I reboot my router they will usually work for a few hours before disconnecting again. Sometimes it will be several days before I can get them to connect again. Also, if I use the speakers as a stereo pair, only one will work and then eventually I will get the product not found error and neither will work. Sometimes I can get them both to work correctly for a few day when they are not in stereo pair mode, but it is inconsistent. 

Today the issue I am having is that only one speaker will work when they are stereo paired (I submitted a diagnostic code today - 2077731631), however the connection issue seems to change over time and not always be related to the stereo pairing. 

I have spent 10-15 hours on the phone with sonos tech support over the course of months and the best I can get from them is some vague answer about how its a problem with my network and not the speakers. The customer service I have received from sonos has been incredibly disappointing - they are unable to answer basic questions, have given me completely incorrect information, and hung up on me twice. At this point, I am unwilling to waste more of my time with them. 

I have also spent hours pouring through the forums and seen detailed technical advice about potential fixes. However, I am not an IT expert (and was not aware that I needed to be to get these speakers to work) and am having trouble understanding what changes I can make to get things working. 

I have tried many solutions, including changing the wifi channel, hard reboots, connecting the speakers through IoT Onboarding with my ISP, and more. Nothing has worked.

On my last call with sonos tech support, they gave me a list of settings that my router needs to be configured with in order for the speakers to work, including:

1. Separate the 2.4GHz and 5GHz
2. Disable auto channel on the router
3. Change the Wi-Fi router channel to either 1,6, or 11 on 2.4GHz
4. Enable both UPnP and multicast
5. Set the Wi-Fi mode to 802.11b/g/n
6. Set the security type to WPA/WPA2

7. Set the wireless width to 20 MHz
8. Enable IGMP snooping

I have a Sagemcom FAST 3896U Gateway provided by my ISP, but there are limitations on what configurations I am able to change. I am not able to connect directly to the gateway to adjust settings, but instead have access to a limited number of settings through an app created by the ISP (GCI, AK-FI app). (I know this isnt ideal, but I live in Alaska and they are the only provider in town). I spoke with my ISP tech support on the phone, and they are also unable to adjust the gateway configuration.

The only settings I am able to adjust are:

-Networking Mode

-LAN IP subnet

-DNS IISP vs custom)

-UPnP on vs. off

I cannot see any of the other settings listed above by sonos to make sure they are the correct configuration.

So my question is - has anyone had similar problems, and what was your solution? Do I need to buy a different router/modem that I can adjust the settings on myself? If so, what specific products could I buy that would work?

Again, I am not an IT expert, so if someone could give me advice in layman’s terms that would be much appreciated.