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When talking with Sonos support they want me to send in a diagnostic, BUT the diagnostic won’t provide the information they need. Support informs me “everything is fine” because I assume the app sees the devices and thinks “all is good”. However, my use case is outside of the app (seriously who uses the Sonos app for anything other than setup?). We play music and then the speaker drops, sometimes we connect and the it says it’s playing music but there is no audio. 

iOS

One SL 

Everything is up to date.

How can I get sonos to understand that their app won’t give them enough information and that I am enraged by their equipment everyday?

All I know is I am never recommending sonos to a friend or even my future self. 

You assume it’s the app that gives the information.  You would be wrong.  The diagnostic contains information from the Sonos hardware, not the app, and that hardware is very much the thing which is being accessed by whatever source you are playing. 

Thanks for the clarification. Does the hardware track connection attempts? I’m just confused why “things are fine” when they clearly are not.

Thanks for the clarification. Does the hardware track connection attempts? I’m just confused why “things are fine” when they clearly are not.

 

It tracks everything.  Connections, network configuration, WiFi strength, internet speed, even temperature and speaker orientation.  If Sonos is saying everything is fine, then it isn’t Sonos, it’s somewhere between Sonos and the source. 

The diagnostics report gives information pertaining to a limited period of time, as I understand it. It’s certainly not constantly monitoring you (or at least, I don’t think so). 

The diagnostics report gives information pertaining to a limited period of time, as I understand it. It’s certainly not constantly monitoring you (or at least, I don’t think so). 

 

Correct.  It’s only for the last 10 minutes.  

The diagnostics report gives information pertaining to a limited period of time, as I understand it. It’s certainly not constantly monitoring you (or at least, I don’t think so). 

 

Correct.  It’s only for the last 10 minutes.  


Though I’m sure Sonos can identify the most paranoid amongst its user base, and monitor them far more closely and continuously 😜

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