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Sonos Play:1 & 3 - causes internet connection loss

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Hi, I have a Play:3 and 3 x Play:1, originally connected via wifi but we have recently changed our router and ISP. Initially, we would get repeated internet dropouts but there was still a wifi signal present. By a process of elimination, we figured that the Sonos was causing the internet dropouts so I connected a single Play: 1 via ethernet then turned the power back on to the others. For a while this was ok but quickly we lost internet connections again whilst still maintaining a detectable wireless signal. Can someone please point to some help somewhere with a simple to follow set of instructions as to how I can solve this as at the moment, I have several hundred pounds worth of Sonos that is useless to me.

Thanks.

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Best answer by Ken_Griffiths 30 May 2023, 23:16

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15 replies

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My ISP suggested connecting a “switch” to the router - what on earth is a “switch”?

 

Thanks.

Airgetlam

A ‘switch’ is just a multi-port device. You’d want to get an unmanaged switch (like this) rather than a managed switch, they’re both cheaper and have the ‘smarts’ in them to avoid a network storm.

I do have to say that I’m not sure I understand where they’re going with this. It doesn’t make sense to me as a ‘solution’, but then I’m not privy to the hard data I assume they’re looking at on their own device. 

Ugh. I’m in the US, so that Amazon link is a US based one, but you should find the similar type of device at your local retailer, or even Amazon UK.

Bruce
Airgetlam

And frankly, the more I think about it, the less I like this as any ‘solution’ at all. I’d ask for second level support, just to get a second opinion, it really seems weird to me. 

Bruce
Ken_Griffiths

@skids,

Was everything working okay with your previous router/ISP? - if so, then it sounds like there is a compatibility issue with your new router. I would perhaps ‘bridge’ that router and just add your own router instead, effectively turning the ISP provided device into a modem.

Perhaps check the Sonos device-incompatibility list here too:

https://support.sonos.com/en-us/article/incompatible-network-hardware

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@skids,

Was everything working okay with your previous router/ISP? - if so, then it sounds like there is a compatibility issue with your new router. I would perhaps ‘bridge’ that router and just add your own router instead, effectively turning the ISP provided device into a modem.

Perhaps check the Sonos device-incompatibility list here too:

https://support.sonos.com/en-us/article/incompatible-network-hardware

Thanks Ken, seems my router is incompatible but with a solution. I tried ethernet before and it didn’t seem to work but I’ll give it another go.

 

How do I tell which channel the Sonos is working on so I can ensure it is separated from the router wifi channel?

Ken_Griffiths

After wiring one of your Sonos players only - first remove the WiFi credentials from the Sonos App. See this link:

https://support.sonos.com/en-us/article/remove-a-wifi-network-from-your-sonos-system

Then, in ‘Settings/System/Network’ in the App set the SonosNet channel to 1, 6 or 11 and also set your router WiFi  so it’s on a different channel (also use 1, 6 or 11). So your router can be on channel 6 for example and your SonosNet channel on either channel 1 or 11. 

Then reboot your ‘other’ wireless Sonos speaker and just see how that works for you.

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Well that didn’t last long. Ethernet speaker was fine, didn’t cause any dropouts so turned on the other speakers, checked channels (6 for Sonos, 7 for router) then within 15 mins we lost the internet again.

Any thoughts?

Ken_Griffiths

Well that didn’t last long. Ethernet speaker was fine, didn’t cause any dropouts so turned on the other speakers, checked channels (6 for Sonos, 7 for router) then within 15 mins we lost the internet again.

Any thoughts?

Yes, my thoughts are you are using an overlapping channel on your router - change it to channel 1 or 11 and ensure you remove the WiFi credentials from the Sonos App.

To assist you further still, set the 2.4Ghz band channel-width on the router to 20Mhz only.

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Well that didn’t last long. Ethernet speaker was fine, didn’t cause any dropouts so turned on the other speakers, checked channels (6 for Sonos, 7 for router) then within 15 mins we lost the internet again.

Any thoughts?

Yes, my thoughts are you are using an overlapping channel on your router - change it to channel 1 or 11 and ensure you remove the WiFi credentials from the Sonos App.

To assist you further still, set the 2.4Ghz band channel-width on the router to 20Mhz only.

Moved the Sonos to Ch 11 and re-connected the ethernet then a few hours later one of the Play: 1’s. Seems to be working for now but we’ll wait and see.

 

Is there something cheaper than a £179 speaker that I can plug into the router to create the Sonos Net? It’s a waste of a perfectly good speaker right now cos the router is in the wrong room for our Sonos setup.

jgatie

Moved the Sonos to Ch 11 and re-connected the ethernet then a few hours later one of the Play: 1’s. Seems to be working for now but we’ll wait and see.

 

Is there something cheaper than a £179 speaker that I can plug into the router to create the Sonos Net? It’s a waste of a perfectly good speaker right now cos the router is in the wrong room for our Sonos setup.

 

The Sonos Boost is made just for this purpose.

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Ok, so found an old Boost, connected via ethernet to the router (took ages and lots of recycling of power and Sonos app). I have removed the wifi details from the Sonos app, turned on all the other speakers and all but one of them indicate WM:0, which I believe means they are connect via the Sonos Net to the Boost, but one speaker is stubbornly refusing to connect, it shows WM:1. I’ve recycled the power to no avail.

 

Thoughts?

Ken_Griffiths

It must still have the WiFi credentials stored on the speaker are my first thoughts - check the app ‘network’ settings and if the credentials are present, then remove them.

S
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No networks showing under Manage Networks. Is there a way to look specifically at this speaker?

Ken_Griffiths

No networks showing under Manage Networks. Is there a way to look specifically at this speaker?

It might be just as easy to factory reset it and add it back to your ‘existing’ Sonos system using (Settings/System) ‘add product’ … save you bother of looking to solve it in other ways. 

S
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No networks showing under Manage Networks. Is there a way to look specifically at this speaker?

It might be just as easy to factory reset it and add it back to your ‘existing’ Sonos system using (Settings/System) ‘add product’ … save you bother of looking to solve it in other ways. 

That appears to have solved it, speaker factory reset and now shows WM:0. 

 

Sonos working all weekend along with internet.

 

Thanks for all your help everyone.

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