Contributor I

PLAY 5 Not connecting over wireless

67 replies
56047 views

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

Dropped Room(s)

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shinnyusa

Contributor I

Same problem. One play 5 stopped working. Now only works wired to bridge. Is there a solution?

Airgetlam

I'd submit a diagnostic while it is connected to with ethernet, then call in to Sonos. www.sonos.com/contact

Bruce

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shinnyusa

Contributor I

I'll do that. Thank you.

Stanley_4

Grand Maestro

Two solutions, call Sonos and get their assistance or open it up and try to fix it yourself realizing at that point Sonos isn't likely to want any part of the problem.

Call Sonos!

M

mspeakman

Lyricist I

I have had exactly the same issue. Brought two Play 5's (2nd Gen) back in Dec last year. Had them as a stereo pair and were working fantastically. First one failed to pick up wireless network in September. Phoned Sonos and undertook diagnostic check. They instantly said wireless card had failed, but it was very rare! Replaced with 3 days and new one been working fine. Looking at the respondents here, maybe not so rare! Tonight the second Play 5 I have has just had exactly the same problem. Have raised the query with Sonos and looks like another replacement. That's just hope this does not become a regular occurrence! Brilliant product with great customer service just very poor reliability.:@

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Tbone91125

Lyricist III

Hey just thought I would comment on this thread. I have 2 play 5 gen 2 in a surround sound setup with playbar and sub. Sent out left surround 3 weeks ago with fail WiFi card, got my replacement and everything working great. Today I come home want to shake the house with some music and low and behold right surround play 5 not being found in system. Call sonos already knowing that it’s most likely the WiFi card issue. It was. I ask the representative if this is common and by his answer this was the first he’s heard of it. I doubt that. I LOVE sonos products to the point of being called a “fanboy” but this is definitely a problem they need to fix at the manufacturing level. What happens if my WiFi card goes bad in year 2 of the speaker life? I spent over 500$ for 1 year use of a speaker? I think they should just recall the speaker fix it and rectify the situation. I ordered my new sonos one with Alexa I hope they used a different WiFi card company for it ??.

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towerofpower

Lyricist II

Same issue here, just adding to the evidence pile. Gen 5(2) unit worked great for two months but kept dropping out. Eventually gave up the ghost. Community threads convinced me I should blame my Wifi set up, spent WAY too long fiddling with that, resetting SONOS, reinstalling apps, reconnecting in many ways, multiple times. Even spent a load of money getting WiFi mesh, thought that would solve it, what a sucker. Sonos installation guidance said I needed to buy a Sonos bridge, that is bad advice. The give away symptom (I speculate) was that during WiFi set up the SONOS WiFi network wasn’t broadcasting, or it did once after one minute then disappeared after 5 seconds. If Sonos had weekend and evening support I might have got there earlier, as such I was forced to rely on email and twitter communication channels when trying to sort this at home (Sonos owners in employment be cursed). It took them several days and several nags to respond, finally they asked for diagnostic, sent that and then had several more days and nags sent before they responded again with confirmation that the unit needed to be returned. The returns process was seamless (lucky for you if you kept your packaging) but now I’ll get a refurb unit replacement instead of a new one which has taken the shine off the ownership experience for me. Lessons learned, listening to Sonos advice is great but stay sceptical, same for trying everything suggested in the forums, so much time wasted. Get to the diagnostic conversation with support as fast as you can, just hope you have an understanding boss who is happy for you to that in his time not yours.

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Tbone91125

Lyricist III

Definitely sucks, I know the feeling, but I must give sonos credit for one thing, both of my play 5s were replaced with BRAND NEW speakers, not refurbished. They tell you not to send your power coard thinking that they are just gonna send you a speaker and you have to use your old power coard. Nope, sealed box, with everything in it, paperwork, speaker, power; new style black box. I’m happy

cariacou

Enthusiast I

I believe I’m starting to have the same issue with my play:5.
Not super stocked about having that happen on a 1y old device...

Feature request: Guest Mode. Ex: Add an admin login to the Sonos app to restrict desired settings/zones to non-guest users

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towerofpower

Lyricist II

Update - I just received my replacement play 5 unit and it was brand new, not a refurb as I had feared - I take it back, fair play to Sonos for sorting. If you have wifi card issue I still believe the giveaway clue is it failing to broadcast SONOS wifi network during set up.

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