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skids
Trending Lyricist I
May 30, 2023
Answered

Sonos Play:1 & 3 - causes internet connection loss

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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Ken_Griffiths
Ken_GriffithsAnswer
May 30, 2023

@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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15 replies

skidsAuthor
Trending Lyricist I
May 30, 2023

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

 

Thanks.

Airgetlam
Airgetlam
May 30, 2023

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
    Airgetlam
    May 30, 2023

    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
      Ken_GriffithsAnswer
      May 30, 2023

      @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

        skidsAuthor
        Trending Lyricist I
        May 31, 2023

        @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
        Ken_Griffiths
        May 31, 2023

        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.

          skidsAuthor
          Trending Lyricist I
          May 31, 2023

          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
          Ken_Griffiths
          May 31, 2023

          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.

          skidsAuthor
          Trending Lyricist I
          June 1, 2023

          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
          jgatie
          June 1, 2023

          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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