Answered

One SL turns off after 1 hour

Forum|Forum|3 years ago
February 2, 2023
26 replies
376 views

Thekideo
Trending Lyricist I

not sure if I’m posting in the right section ……

Please help. I have a R7350 Nighthawk system with download speed 411.12 Mbps & upload 22.13 Mbps. I have (2) Sonos one SL. The problem is after playing for an hour the music stops. The light on the top of the speaker is white. I have made about 10 calls when submitting diagnostic code. At first I was told to contact my network provider . Changed channel setting still no difference. All speakers show on my network & are on 2.4 GHZ. speakers are about 15-20 feet from router open floor plan. Not to sure what to do at this point. Any assistance would be appreciated. Extremely frustrating when you call and it like they are reading off the same que card. The latest was told to delete everything and reinstall ...yup same result….Please help!!

Best answer by Jamie A

Hi @Thekideo,

Our recommendation for wiring a speaker was to test if you were having the same issue on a wired connection, where the One SL stops playing without your input.

However, if you’ve been escalated to level 2 support, then there isn’t any additional help the community can provide. Level 1 support (livechat, emails, or calling into our support team) have access to more tools than we do, with level 2 support having higher access than them, so it seems you’ve exhausted the support the community moderators and users can provide.

For level 2 support, they’ll be in touch with you since your case was escalated and placed into their queue. Keep an eye out for an email from them with further information as they’ll want to discuss this issue with you.

To help anyone in the future with a similar issue to you, it would be greatly appreciated if you were to reply to this thread with the results of your discussion with level 2 support and the resolution to fixing this issue once you resolve it with them.

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+18

106rallye
Forum|Forum|3 years ago
February 9, 2023

Not sure how you ask for level 2 support and they say they're closed 🫣. Last time I spoke they told me to send a diagnostic report... Still waiting for some feedback.. extremely frustrating

Just sending a report is not enough. You need to contact Sonos after sending the report.

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