Why do you think it should be replaced - it’s out of warranty? How old exactly is it?

Hi I think it should be replaced as it is a fault with the product. Not sure if this is a common fault or we have just been unlucky.

The product must be around 6 years old

There is no company in the world that would replace a product that has developed a fault after six years. And no other that would offer you 30% off a replacement. 

Exactly how long is a 1 to 2 year warranty supposed to last?

Six years is indeed a bit early for a speaker to (partly) fail, so I can see why you are disappointed. On the other hand, six years is well out of warranty, so Sonos’ offer of 30% off on a new speaker does not seem unfair.

I see you are in the UK, maybe contact someone who can repair with no obligation quotation:

https://sonosrepair.co.uk/about-us

You should still be able to use your 30% on a new speaker, even if you manage to get the old Play 5 repaired, with a 6 month warranty on the repair.

The 30% credit was on the condition of returning the speaker as per the initial post.

Pretty sure they’ve stopped the requirement for returning speakers in order to receive the discount. I think they offer it as a recycling option, but not a requirement. 

Hi Airgetlam

They are requesting i return the unit before issuing the 30% off voucher

Steve

Unless things have changed, that is.

In the beginning of the process, returns were indeed required, but that lasted a few weeks, and changed. After that, the reduction was available once per authorized speaker, and once consumed, could not be used again, but no longer required the physical return of the ‘consumed’ device. 

Huh, that’s odd. I’ve done several in the past where I didn’t have to return the speaker. I wonder if there is something different about your case. 

Edited my post as your device has only 15% upgrade value at the Sonos site. 30% of you return it to them…

Not sure why you are thinking of the upgrade offer, where there is no requirement to return the product.

https://www.sonos.com/en-gb/upgrade

Play 5 Gen 1 is 30% no return

Play 5 Gen 2 is 15% no return

I misread the original post (sorry)

I would still contact the Sonos repairer in UK as per link in my previous post, if it is a common fault, they will know about it and be able to repair.

It’s a Play:5 (gen2) which has a 15% upgrade credit.

The OP’s device is faulty and Sonos Support have offered a 30% discount on condition the product is returned. Not sure why that is so hard for people to understand.

Problem with 30% upgrade (and return of speaker) is that a new generation 5 speaker is not compatible with the older second generation 5 speaker, so you can’t create a stereo pair or indeed use them as surround speakers as they are not compatible software. that means you are forced into buying two new speakers because one old one has a fault! SONOS should repair the faulty wifi cards in faulty speakers.

The good news is that if you buy a pair of Fives the 30% applies to the set price, not just one.

Take the pair upgrade offer and sell the old one to recover so e of the cost.

I used the repair facility mentioned by ​@craigski about 4.5 years ago

They were very good, repairing my Play 5 Gen 1 for about £90, IIRC

It’s worked fine ever since and gets used about 12 hours a day on most days.

FYI You can use the iOS app Sonosequencer to pair the speakers

Was searching for a solution and came across this thread.

I have the exact same issues. Been using my Play:5 (Gen 2) via ethernet cables for a couple of years now. recently shifted the position of the speaker and the ethernet jack on the unit itself is presenting some issues. I have to apply slight pressure in order for the Play:5 to pop up on my app. the moment i release my finger, it disconnects. (see below photo)

Now, ive tried to connect wirelessly. i have enabled wifi for the Play:5 on the app. but the moment, i unplug the ethernet cable. my Play:5 on app disappears. and I am unable to connect wirelessly. Ive gone into the “Manage Network” and they always ask me to factory reset. Ive done that (several times) but the same thing happens.

I have contacted Sonos cust service, and they referred me to a local authorised retailer (im in singapore). TC Acoustic (local reseller) only advise that its out of warranty and gave a “out of warranty” discount for purchasing a new unit.

I find the whole situation extremely frustrating because the speaker itself works. the parts/components that’s not working are the ethernet jack and the wifi module inside the unit.

Unfortunately, it is difficult to find someone who can repair Sonos speakers in Singapore.

Visually inspect the pins in the PLAY:5 network socket. A pin may be bent out of alignment.

A careful cleaning with canned-air and electronic contact cleaner may help the Ethernet connection.

You might also try a different brand of cable, I got a batch that the end connectors were out of spec and didn't connect well. 

Blu tack or equivalent to keep the Ethernet cable elevated would be a cheap simple fix.