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Losing Rooms on App - Advice Required

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So, at the weekend I noticed that our Lounge (Arc, Sub & 2x Play 3) was missing from the App. As was the Port in our garden cabin.

The rest of the house (Conservatory with a Sub & 2xOneSL, the Patio with 2xPlay1’s, a stand alone Play1 and the Kitchen with 2xOneSL & Mini-sub) were all working well. Note; one Play3 is hardwired, all other components work by WiFi. Port in Cabin is connected by Cat5 or 6 cable to a TP-Link router. Always worked fine.

Back-story: Previously with Virgin Media - rubbish connection, drop outs etc. Tried with & without Boost, hardwired one Play3 etc to no avail. Switched to Sky Max Hub in September 24. Sky extender pod added to system in February 25 to help WiFi around house & get rid of black spots , all working great. Second extender pod added early March. We are now mid-March.

I tried Factory Reset, re-adding the components, Rebooting each of the products and rebooting my Router, but none of it seems to work.

The closest I get is that some products say they have been added but that they may not show in my system and that I need to unplug the power cord and plug it back in to complete the process. I have done that, but they still don’t reappear.

I spent nearly 2-hours on the phone with Sonos support last night, trying similar things to what I had previously tried, including unplugging the extenders, but with no joy.

In fact my system is now worse, as (at their request) the Conservatory was rebooted & factory reset, even though it was working, only it never came back on line.

They are now suggesting that I ring my ISP and request that they turn off my WiFi 6 and make sure my 2.4GHz is working on BGN 802.11.

I am concerned that turning off WiFi 6 will reduce my security and speed of connection for work?

More to the point, Sonos own website help suggests you keep WiFi 6 and leave the router to manage itself.

I am rapidly losing faith in this system and do not trust the advice I’m getting, as it appears to compromise the whole premise of why I upgraded my WiFi and they seem to be trying to find a convenient ‘fix’ at the expense of compromising my non-Sonos equipment. It also doesn’t make sense to me that the system has been working fine up until the second extender was added.

If I have to, I will go back to just one extender, but at the moment that doesn’t appear to a potential solution as we cannot get the components re-established with none of them plugged in.

Does anyone have any serious/sensible advice or opinions on how I can get my system back up and running consistently?

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Corry PAnswer

Sonos Staff

Hi @Simon_89

Thanks for your post!

Sorry to hear of the issues you’ve been having recently with your Arc room going missing from the app.

If your TP-Link router is not configured to operate in Bridge mode (often called Access Point mode too), it will be causing problems with IP address allocations. Please ensure it is not operating as a router - you do not want two routers on your network!

It also doesn’t make sense to me that the system has been working fine up until the second extender was added.

This is why we don’t support WiFi Extenders - they tend to be pretty poor at what they claim to do. Although your Sonos system is using SonosNet, if the device running the Sonos app were to connect to one, it could cause problems. WiFi Mesh systems are recommended instead.

One clarification - you have a Play:3 wired to ethernet, and because of that, your other speakers are not connecting to WiFi - they are on SonosNet created by the Play:3. The Port may have been connected to WiFi - it is missing from the diagnostic, so I cannot tell.

Looking at your most recent diagnostic, the first thing I would like to address is that you seem to be using a Home Theatre rear surround speaker as the source of SonosNet. This is not recommended. Due to the likelihood of your Sky TV boxes repeating your Sky router’s WiFi signal, I would like to keep you on SonosNet, but you really should not have a surround speaker as the only ethernet-wired unit on your system. If you can find any way to wire a stand-alone speaker (not a Sub!) instead, I highly recommend it (and I see in the case notes that this was pretty much the first thing that was mentioned to you - and for good reason).

Also a concern is the fact that your Arc is not just missing from the app - it is not connected to the network at all, as far as I can determine. I see that a factory reset was attempted though - is the Arc still flashing green or orange?

Ultimately, I recommend that you get back in touch with our technical support team - I think there is just too much going on here to be able to assist you in a meaningful way and in a reasonable amount of time.

I hope this helps.

"Common sense is the collection of prejudices acquired by age eighteen." - Albert Einstein

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Corry P

Sonos Staff

Hi @Simon_89

Judging by the screenshot you have provided, you will need the “My Sky” app to alter those settings (I am not familiar with the My Sky app, to be clear, so I might be wrong).

Please remember that Sky’s responsibility to you is to provide internet to your home - when it comes to getting individual devices online, it is not their priority, and I would not expect their agents to be familiar with our requirements either. The may simply not quite “get” what you are trying to achieve.

I confess I also do not quite understand why you are trying to make this change, however - you have wired the Boost back up to ethernet, so the properties of your WiFi network - at least in the B/G/N/AX regard - are irrelevant to your Sonos system.

I did take a look at your most recent diagnostic - it reports 4 disconnects on the Boost’s ethernet port in the space of 1 minute. If you were not doing this yourself (unplugging and re-plugging), then I recommend that you replace the ethernet cable there.

I hope this helps.

Edit: Also, I did not suggest you alter your router settings in this manner - I think that was suggested while you were on a call with us.

"Common sense is the collection of prejudices acquired by age eighteen." - Albert Einstein

S

Simon_89Author

Avid Contributor I

Thanks @Corry P . No you didn’t make that suggestion. Sonos support next level keep suggesting that this setting is changed. I cannot change it myself via the App or by going in to the router.

No I did not unplug the boost and the cable has already been replaced following the original diagnosis.

I guess I will just have to try another call with Sonos support but it’s not helped so far.

Thanks.

Corry P

Sonos Staff

Hi @Simon_89

I looked at your case and can indeed see an agent recommend that you alter your WiFi modes despite the fact that you using a Boost - there really is no need for you to do this. I can only apologise for the time wasted on this so far.

I have put a note on the case stating as much - perhaps now they will not be distracted by this line of reasoning. They will get some feedback too. I will also see if I can get your case escalated to a higher level of support - this has been going on a bit too long now!

I can also see that it was suggested to replace the cable already - it’s good that that is now out of the way.

"Common sense is the collection of prejudices acquired by age eighteen." - Albert Einstein

Corry P

Sonos Staff

Hi @Simon_89

A quick update for you - I have escalated your case to level 3 support and you will hear from them some time later this week.

I hope this helps.

"Common sense is the collection of prejudices acquired by age eighteen." - Albert Einstein

S

Simon_89Author

Avid Contributor I

@Corry P You are a star. Thank you for your continued support. I will await a call from the next level support.

thanks for your intervention.

S

Simon_89Author

Avid Contributor I

@Corry P After an extensive period of missed appointments and Sky engineers that were not familiar with the issue I was having, the issue was finally resolved today (over 1-month later). I don’t profess to understand how or why but I thought I gave be an update in case it helps anyone in the future.

Following further, weekly, if not daily calls with Sonos Support (after Corey P’s escalation), I was advised to try connecting one of my OneSL’s to the router as well as the boost, however whenever I tried to reinstall any missing products, it would end be up with a message to have to unplug and repower equipment to complete the reinstallation - none of this worked.

In addition my WiFi would get jammed and prevent TV Apps, iPads etc from connecting.

Sonos Support (Andreea L) noted that there seemed to be significant interference or jamming from the router whenever the OneSL was plugged in.

Speaking to my ISP they detected high latency.

Despite repeated attempts to determine the issue through a process of elimination, using either the boost, either the wired OneSL nothing worked.

in the end we disconnected both the boost and the OneSL Ethernet.

Hey presto! Each piece of equipment slowly re-added, updated with new firmware and back working again.

Even the Sky Pod/Extenders seem to be working and not interfering.

Thanks for your help through this painful process.

Corry P

Sonos Staff

Hi @Simon_89

Thanks for coming back and updating the thread - I am glad to hear a solution was found!

You are very welcome!

"Common sense is the collection of prejudices acquired by age eighteen." - Albert Einstein

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