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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
    Rohan Farmer
    Lyricist I
    May 18, 2018
    My Play 5 Gen 2 has dropped off my wireless system.

    I’ve seen some of your trouble shooting replies in community forums. In my mind they’re ardous and go against the very basis of Sonos marketing, that is to make the users life easy.

    I don’t want to spend a hour or two trying to get a speaker to reconnect when’s there’s still a high chance it won’t.

    Please adive the most simple method I can use to get my Play 5 going again?

    Note: my Playbar has never encountered the same problems

    Rohan Farmer
    infoshahid
    Lyricist III
    May 19, 2018
    Please send them diagnostics. My Report confirmed a hardware issue with the Play:5 gen2 and SONOS replacement process has been initiated. So far they have exhibited Great customer service. I was interacting with support on Twitter.
      Stanley_4
      Stanley_4
      Grand Maestro
      May 20, 2018
      I'd do two diagnostic reports, one as you have it now and one with an Ethernet cable hooked to the Play 5. Send both numbers to Sonos either here, Twitter or by phone and they should have you fixed up with minimal hassle.
      thomas mcnealy
      Contributor I
      September 18, 2018
      Play 5 WiFi crapped out. Followed all the threads. I hope you send me a new one please.
      SandyB
      Lyricist I
      September 22, 2018
      I am having the same problem with one of our Play 5 Gen 2s. I have gone through the same steps twice with a few days apart. The ethernet cable did work once but then the Play 5 was lost again. Today the Sonos controller could not find it either close to the router or with the cable. My diagnostic report number is 19353450. Luckily the Play 1 and Other Play 5 Gen 2 are working. Hoping for some assistance.

      Can I add that all 3 were working well before the last update - strange.
      DeepDey
      Trending Lyricist I
      January 8, 2019
      Problem identified today - 8-01-2019. Exact Same as others. Calling customersupport as tried everything else as described/suggested above.

      Will post whts transpired, SONOS Has crapped out - should have invested in the good old BOSE
      Tedquinton
      Lyricist I
      February 19, 2019
      Are faulty wifi cards still in the supply chain? My 5 month old Play 5 stopped connecting yesterday. Surely that's long after the fault was identified and resolved? Shouldn't affected units have been removed from shelves and fitted with non faulty wifi cards? Does that mean its still only a matter of time or luck until my replacement suffers the same fate? Seems to me this issue is more extensive than Sonos has admitted. Hope im wrong.
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