play 1 incompatible

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I have been told by Sonos support that my Play 1s are no longer compatible with my Sonos system and are therefore defunct. They offered me 30% off new ones. I am finding this very hard to accept. Anyone else had the same issue?

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Corry PAnswer

Sonos Staff

Hi @Jayne01

Our apologies again - I shall provide some feedback to the agent concerned.

If neither speaker will factory reset, then that is exactly what has happened, though it’s certainly unusual - perhaps there was a power cut? If so, when the power came back on there may have been a power surge that damaged both speakers. Or, if they were powered on for many years, it is possible that they both had their flash memory fail to such an extent that they were both destined to stop working the next time they rebooted and checked their storage errors.

As the speakers will not turn on, it’s impossible to ask them, unfortunately.

I’m sorry, but it’s unlikely that anyone will call - the issue with the speakers has already been determined, and the only possible recourse is to replace the speakers, and that’s in your hands at this present moment. Please be sure, however, that the second Play:1 will also not reset (go to flashing green when following the steps outlined here precisely).

I do recommend that you get back in touch with support regarding the second speaker - to get a second 30% discount (as opposed to a 15% discount), you will need to go through the same steps and arrange an RMA (Return to Manufacturer Authorisation) for it too.

I hope this helps.

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

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nik9669a

Senior Virtuoso

Your profile says you’re in the UK, @Jayne01. Try doing a web search for “Sonos repairs”; there’s a uk company that offers it. You’d lose your 30% trade-in (but you’ve said you’re not intending to buy more Sonos) but they may have a view on the repair potential for your speakers.

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Lenemariek

Lyricist II

Corry P - just to be clear…..I have not broken either of my Play 1s…...they just stopped connecting to my Sonos App. I have power to both of them….white light showing when plugged in.

We experience much the same. They makeall the right lights, even the right noises. They just don’t want to (?) connect.

I wish you the best of luck finding a suitable solution.

Corry P

Sonos Staff

Hi @Lenemariek

If your speaker is capable of making any sounds at all, it is very likely that it has an entirely different issue than that of @Jayne01’s speakers. I recommend you get in touch with our technical support team who have tools at their disposal that will allow them to give you advice specific to your Sonos system and what it reports.

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

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