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breadmakingbee
Contributor I
February 18, 2017

PLAY 5 Not connecting over wireless

Hey folks,

Pretty sure I've tried everything here but thought I'd give it a whirl.

I've owned a Play 5 and Playbar (both in separate rooms) for about 6 weeks. They've worked perfectly wirelessly and been great.

Yesterday my Play 5 stopped showing up on the network and isn't working on the wireless network.

These are the things I've tried:

- Moving closer to the router - Nothing
- Setting up again through different controllers - Nothing
- Resetting the Play 5 and set up wirelessly - Nothing
- Resetting the Play 5 and setting up using the Ethernet - works, but when you try to set it up on the wireless (1 ft from the router - Nothing)
- Tried resetting my router - nothing

It's also worth noting that the entire time my playbar works across the wireless with no problem at all.

Is it just that my Play 5 wireless needs to be returned?

Thanks,

Alf
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    67 replies

    Show previous replies
    Nik P
    Sonos Employee
    March 9, 2017
    Same problem with gen 1 Play 5. I have it connected via ethernet and it constantly drops out. I have 2 play 1s wirelessly linked as as a stereo pair in the same room as the 5, with everything running on WM:0, these also have the same problem. Changed all the channels and all the other stuff you are told to do. But still the same problem. When Sonos works it is excellent, sadly I spend more time trying to re-connect the speakers after they drop out.

    Could you please submit a diagnostic so that I can take a look at what's going on with your system?
    jubishop
    Lyricist I
    March 15, 2017
    I was having problems with my Play5(gen 2). Finally talked to Sonos support on the phone and diagnostics showed I had a faulty wireless card, so they are shipping me a new one and a label to return the faulty one for free. If you are finding your Play 5 works fine when plugged in with a wire but not wirelessly (and still close to the router), definitely give them a call. Might have the same problem as me. 🙂
      KunalG
      Lyricist I
      May 15, 2017
      Same issue with my Play5 (gen 2) - Play 5 works fine when plugged in with a wire but not wirelessly (and still close to the router). Will call Sonos support when I am working from home on Friday.
      Pede67
      Pede67
      Contributor I
      July 10, 2017
      Same problem for my Play:5. Worked flawlessly for a month, Then suddenly it stopped working. Calling Sonos support tomorrow ...
      Donzimadness
      Lyricist I
      July 21, 2017
      Does not look like this problem is solved so won't be purchasing the 4 Play 5's I was planning on.
      Airgetlam
      Airgetlam
      July 21, 2017
      That seems to be an odd attitude to take, in my opinion.

      I've seen a lot of recalls of vehicles due to bad airbags from Takata, but that wouldn't stop me from buying a new car.

      In every case that has been reported of this in these boards, Sonos has made good by replacing the speaker. My supposition is that they had a vendor give them a batch of bad cards, but based on the volume of respondents here, it's obviously a very small number.

      But if you choose to make your purchasing decisions based on that, it's entirely up to you. I wish you well, and hope that you find something that matches your needs.
      Bruce
      rhushabhmehta
      Lyricist I
      August 19, 2017
      I just started having this problem as well. When I try resetting the Sonos wireless settings, keeps saying it can not connect. Was working 1 week ago, now - not working at all. Crazy that it just stopped working.

      I guess I will have to WFH one day and just have them tell me what the issue is.
      tnewcome
      Lyricist I
      August 26, 2017
      Same issue here. This is my first new Play 5; the 2 subs, 2 play bars and 2 gen 1 play 5's have worked great for years. This new play 5 I got today only connects if I hardwire it to the network which is not going to be viable...
      Airgetlam
      Airgetlam
      August 26, 2017
      Sounds like it's one of the ones that has a bad wifi card. You should contact Sonos for replacement (www.sonos.com/contact) or take it back to where you purchased it and get a replacement.
      Bruce
      jimbassman
      Lyricist I
      September 3, 2017
      This just happened to me with the Play 5 I got a little less than 3 months ago. I tried most of the things suggested before I talked to a tech at Sonos. He had me connect the speaker to my router with an ethernet cable and was able to determine that the WiFi card was faulty. He arranged to ship a new Play 5, which is on its way, and sent me a shipping label to return the defective one. It's inconvenient, but I was pretty impressed with the responsiveness. The queue on the support line was long but I was able to leave a call back number, which was fine with me.
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