Sonos Play 5 Gen:2 will not connect to WiFi

108 replies
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I forgot to add the diagnostic information, its #1488866377

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Ryan SAnswer

Retired Sonos Staff

For anyone new to this topic, if you find yourself with a Play:5 gen2 or other Sonos speaker that can't connect to the network when wireless, but it works just fine wired in, there are a number of things to check, but there's a chance that there's something wrong with the wireless on the device. Run a diagnostic in the Sonos app with the speaker connected to the network using an Ethernet cable. This is under Settings > Advanced Settings.

With the diagnostic number handy, the best thing to do is to get in contact with our support team directly. They will help identify if there's a hardware issue or something network related that can be fixed, and will assist with the next steps.

Mark good posts by pressing the like button, and select the best answer on questions you've asked to help others find solutions.

Show previous replies

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barksdale

Lyricist I

Yes, same deal as Jack07: used to work fine until recently. Extremely frustrating because the Sonos user experience is top-notch when it works but this has me pulling my hair out…

I’ve tried multiple routers, tried multiple mobile devices (iOS and Android), resets, restarts, and more. My sonos port works fine.

Diagnostic: 1325634915

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Ian_Garro

Lyricist I

I had the same issue, was out of warranty and was quoted £314 to replace the device. That’s on top of the £450 I originally paid for a device with a known defect. I declined this and will now look to replace with other brands.

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Ian_Garro

Lyricist I

Dead WiFi card.

Sonos support replaced it for a new unit out of warranty

Was there a cost to yourself involved in this ?

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Gregzee

Contributor I

I've had issues with my Sonos for 5 years. I've called maybe twice about it because resetting it works. But wow I just saw this. I called to complain, but I was just given some of the worst support. I was on the phone for an hour just to be told nothing is wrong. I was told to hard wire my Sonos to see if that fixes it.

Why would I pay the extra mark up on a Sonos just to hardwire it? I won't do that. The issue is with Wi-Fi.

The first 2 calls I had 3 or 4 years ago I was told to reset my Sonos and it will fix it. And it did. But it kept persisting.

I realized it was a problem when I bought an arc and I had no issues for over 6 months and my Sonos 5 disconnects every 2-4 weeks.

Do better Sonos. Don't blame my network, it's probably set up better than your corporate network.

Ken_Griffiths

I've had issues with my Sonos for 5 years. I've called maybe twice about it because resetting it works. But wow I just saw this. I called to complain, but I was just given some of the worst support. I was on the phone for an hour just to be told nothing is wrong. I was told to hard wire my Sonos to see if that fixes it.

Why would I pay the extra mark up on a Sonos just to hardwire it? I won't do that. The issue is with Wi-Fi.

The first 2 calls I had 3 or 4 years ago I was told to reset my Sonos and it will fix it. And it did. But it kept persisting.

I realized it was a problem when I bought an arc and I had no issues for over 6 months and my Sonos 5 disconnects every 2-4 weeks.

Do better Sonos. Don't blame my network, it's probably set up better than your corporate network.

Clearly the diagnostic report in your case showed the speaker hardware/software to be fine, unlike a few of the other posts in this thread …and in some cases here too, it was a local WiFi network issues.

It seems you are somewhat in denial that your network isn’t at fault, but you haven’t stated how you know that, other than your soundbar is okay, but presumably that’s not only set in a different location to your Play:5 - it might also be the case your Play:5 is using the 5Ghz WiFi band, whereas your Arc will definitely be using the 2.4Ghz band.

Perhaps try reducing the wireless channel-width to 20Mhz on the 2.4Ghz band and ensure the speaker uses that and set it to the least used (fixed) ‘non-overlapping’ channel, or even try ALL running on the (built-in) SonosNet signal instead and remove your WiFi credentials from the system completely, setting the internal SonosNet channel, so that it becomes the least-used channel in your locality, but set it at least 5 channels away from your chosen router channel.

If not done already, I would also add all your Sonos product IP addresses to your routers DHCP reservation table for good measure too.

It’s important to review the network settings, as often things can change in the environment, including neighbouring signals and software/firmware updates of routers etc; so I would review the network every 3 months, or so, and perhaps make any necessary changes to keep the potential for interference to a minimum.