System worked until router replaced/upgraded now cannot use alexa - access my personnel music or radio stations - re booted sonos and alexa - doesn't always recognise anything - have also rebooted router several times - router is accepted and works with tv - tablet - phones etc -- really at a loose as to what next - did think about cancelling sonos and alexa and re joining but fear they may not accept as email seen as already on record -- does any one have some advice please
non communication of equipment
This might help: Connect Sonos to a new router or WiFi network
If not, Sonos Support (Sonos Support) probably can. They may be able to see what’s going on since they have access to information about your network and sonos system that no one here has. Don’t post the diagnostic number here, though.
Just a note to confirm rebooting helps, I had an issue after a power outage last week where Alexa wouldn’t ‘see’ my Hue hub. I’d give commands verbally, but would get back a confirmation that the Hub was not responding, although Apple’s Home recognized it, and started and stopped lighting timers without issue. I ended up power cycling both the Hue hub (no effect), and the router, which finally worked. It’s odd, because everything else seemed to be working fine, it was only the Alexa ability to communicate with that one device that was faulty…and it took a power cycle of the router itself to fix it.
It has been a while since I had router caused Sonos issues and I wasn’t able to fully identify what was going wrong. Indicators pointed to an issue with the NAT, network address translation, that is done to share the IPv4 incoming connection.
Not sure if it was a Sonos or a router update that fixed it for me.
Power restore after an outage can be a sporadic series of brief events such as low/high voltage and additional outages. These discrete events may not be noticed by the human, who might not be present at the site, but they can confuse a collection of network devices attempting to get back online. A deliberate reboot sequence of some or all devices may be necessary to recover.
Simple surge suppressors can protect from major over voltage damage, but are usually not much help during multiple brief outages. I protect my desktop with a battery backup. If I’m at the site and the power outage seems like it will be extended, I’ll disconnect all electronics from the power line and wait a while after power returns before reconnecting — in a deliberate sequence.
Did you by chance change the SSID and Password? If so you shouldn’t have. If you did there is a solution. In any event do not factory reset any Sonos components.
Enter your E-mail address. We'll send you an e-mail with instructions to reset your password.