Best answer by Ryan S 25 July 2019, 19:42
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.
Ill look at it again, but my play 5 is in the same room as my arc. They're both on 2.4. What is aggravating is that when it disconnects it does not find any SSID. and I must run a factory reset.
I’ll look at it again, but my play 5 is in the same room as my arc. They're both on 2.4. What is aggravating is that when it disconnects it does not find any SSID. and I must run a factory reset.
Can you perhaps describe your local setup - make/model of router (or mesh system) - Any switches? (managed or unmanaged) if managed - can you outline the STP settings also if you use any other access points and what WiFi channels/channel-widths are in use.
Have you ever tried running all on SonosNet, so that you do not need the Play:5 speaker to find (or need) your WiFi SSID?
My play 5 gen 2 won’t connect to wifi. It works on Ethernet. I have a play 5 gen 1 that works. I have a sonos amp, a stereo pair play 1 and a boost that all work. Bad wifi card? Help please
A possibility perhaps? … does the Play: 5 work okay when wired to the router/LAN?
Whilst it’s wired, maybe check if its WiFi adapter is ‘enabled’ in the device ‘room’ settings (in ‘Settings/System’) and maybe toggle it ‘off’ and then ‘on’ again.
Ensure the correct WiFi SSID is listed in "Settings/System/Network/Manage Networks" area of the Sonos App?You could also try re-adding the WiFi network credentials to the speaker - using the ‘Update Networks’ feature.
If no joy getting it to run on your WiFi, then whilst it is wired and hopefully showing in the Sonos App submit a system diagnostic and note or post it’s reference back here and then contact/chat with the Sonos Support Staff via this LINK and see if they can see any issues with the device.
It is connected via Ethernet right now and sounds great but I still can’t connect to WiFi. It sees the unit during setup but doesn’t complete the process. Can you be more specific on how to turn on the WiFi adapter. I can’t find that option.
Any more suggestions?
Your speaker has a fault - please call our technical support team. You’ll be happy with the result.
Thank you Cory. That was helpful. A replacement is on the way.
I seem to have the same problem with my Play 5 as foldback above.
I have various Sonos devices in the house, they all work fine, but the Play 5 lost WiFi a while back. It does works perfectly fine over ethernet.
Diagnostic ID 2145328600
What options do I have left atm?
I would perhaps speak with Sonos Support Staff and give them your diagnostic reference etc. Here is their contact link:
Hi Corry, thanks. Yeah I just contacted Sonos Support Netherlands. They were super-friendly. It was a faulty wifi chip and they sent me a shipping label for a return+replacement procedure.
The info in this thread is very helpful!
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