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Sonos system after Network swap - can't do anything

  • November 3, 2024
  • 5 replies
  • 259 views
S

Hi,

I recently moved and in the move I could no longer use the preinstalled network. Here, I now have a 5g router (as fiber is being installed in a few weeks), this router is an ZTE and it supports dualband and some setups. On top of that, I also have Google Wifi that can be used.

I think I’ve tried everything now, and I can’t get anything working with sonos. All other things in my IoT infra works just fine, but Sonos is… so far 3-4 hours down the drain.

 

  1. I’ve done a factory restore of all sonos devices. Arc, One SL (x2) and sub.
  2. I see all of these listed as “ready to be installed”. 
  3. When trying to connect to a wifi, it instantly says it could not connect. Both the built in ZTE router wifi, and google wifi (Which is frech from factory reset aswell).
  4. When trying to connect by cable, the sonos device will appear in my phone as normal, but it can’t connect to it at all. So I cannot even select for it to use a wired setup. Ie, It never plays the pin-code sound or such.

On that note, my devices are now flashing green and they feel bricked essentially. A rather expensive system completely put out of order.
Any help would be appreciated here on how to proceed. Not sure what section is best for this as they all seem quite generic.

Best answer by Corry P

Hi @Stoff91 

Welcome to the Sonos Community!

Sorry to hear of the issues you’ve had in trying to connect your Sonos system to a new router.

First, I have to point out that we do not support LTE routers (those that use a mobile/cellular network) - this is primarily because the quality of the connection can vary greatly with the weather, but also because they sometimes provide a different “type” (I don’t know the exact technical differences, but they are not immaterial) of connection to the internet. They also sometimes don’t support Proxy DHCP which can be an issue for surround speakers and Subs.

Important question: is Google WiFi actually in use or not? If it is, you may be experiencing issues due to having two DHCP servers running on your network (the LTE router being one, the main node of Google being the second). Google Mesh systems were (may still be) a bit funny about disabling DHCP, but I don’t know if that has since improved or not. If in doubt, please try things without Google WiFi in play. You may find the Mesh WiFi section of my Troubleshooting Sonos on WiFi article helpful.

It may also help to use a different controller (device with Sonos app installed) or to reboot the one you are using.

Finally, please try turning the router off for at least 30 seconds.

I do not recommend that you call in - as LTE routers are unsupported, it would be a waste of the time you spend in a queue waiting.

I hope this helps.

 

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5 replies

Corry P
Forum|alt.badge.img+19
  • Corry P
  • Sonos Staff
  • Answer
  • November 7, 2024

Hi @Stoff91 

Welcome to the Sonos Community!

Sorry to hear of the issues you’ve had in trying to connect your Sonos system to a new router.

First, I have to point out that we do not support LTE routers (those that use a mobile/cellular network) - this is primarily because the quality of the connection can vary greatly with the weather, but also because they sometimes provide a different “type” (I don’t know the exact technical differences, but they are not immaterial) of connection to the internet. They also sometimes don’t support Proxy DHCP which can be an issue for surround speakers and Subs.

Important question: is Google WiFi actually in use or not? If it is, you may be experiencing issues due to having two DHCP servers running on your network (the LTE router being one, the main node of Google being the second). Google Mesh systems were (may still be) a bit funny about disabling DHCP, but I don’t know if that has since improved or not. If in doubt, please try things without Google WiFi in play. You may find the Mesh WiFi section of my Troubleshooting Sonos on WiFi article helpful.

It may also help to use a different controller (device with Sonos app installed) or to reboot the one you are using.

Finally, please try turning the router off for at least 30 seconds.

I do not recommend that you call in - as LTE routers are unsupported, it would be a waste of the time you spend in a queue waiting.

I hope this helps.

 

"Common sense is the collection of prejudices acquired by age eighteen." - Albert Einstein
Airgetlam
Ken_Griffiths
S
  • Stoff91
  • Author
  • Contributor I
  • November 11, 2024

Hi,

I’ve done everything I’d say. I’ve moved my devices into 3 different homes to try different routers, none of them work. It has come to my attention that LTE routers is not directly supported, however - the technical parts of this router supports everything that the sonos devices needs and as such it should not be an immediate fail on connect.

So in short, I’ve tried 5 different routers, including my LTE (Unsupported) and a dummy google wifi. The other 3 are normal fiber routers that come from the biggest brands in Sweden, such as Comhem and others. If their router was not supported, Sonos would not hear the end of it as it’s one of the biggest ISPs on the Swedish market and many have these routers.

After talking to support, they could not progress but have escalated to the next level. So to TLDR - My devices cannot connect to anything, not over wifi and not over cable. All it can connect to is my phone during setup, and then the second it tries to connect to anything else it’s an generic error message. 

As far as not recommending me to call in, please refrain from these arguably recommendations. The issue at hand is that it cannot connect to any network, not just the two listed above - and even through cable. Hotspot also not an option. Recommending users to not contact support has to be the… most interesting advice I’ve ever seen. Do you seriously expect people to sit with systems worth over £2000 and not ask support when their end-to-end system does not function….?

Corry P
Forum|alt.badge.img+19
  • Corry P
  • Sonos Staff
  • November 11, 2024

Hi @Stoff91 

So in short, I’ve tried 5 different routers, including my LTE (Unsupported) and a dummy google wifi. The other 3 are normal fiber routers that come from the biggest brands in Sweden, such as Comhem and others. If their router was not supported, Sonos would not hear the end of it as it’s one of the biggest ISPs on the Swedish market and many have these routers.

I agree - you did not include any of this in your original post, however.

After talking to support, they could not progress but have escalated to the next level. So to TLDR - My devices cannot connect to anything, not over wifi and not over cable. All it can connect to is my phone during setup, and then the second it tries to connect to anything else it’s an generic error message. 

I am glad to hear that you have an escalated case - this means you are likely well on your way to a resolution.

As far as not recommending me to call in, please refrain from these arguably recommendations. The issue at hand is that it cannot connect to any network, not just the two listed above - and even through cable. Hotspot also not an option. Recommending users to not contact support has to be the… most interesting advice I’ve ever seen. Do you seriously expect people to sit with systems worth over £2000 and not ask support when their end-to-end system does not function….?

You had only mentioned a 5G LTE router at this point, and, as these are entirely unsupported, my advice to you to not call in was sound - right up until the point where you mention testing other routers too. Now, that advice is not sound, and I am glad to hear you have a support case open. A perfect example of why including as much info as you can is vital.

Is the common denominator between all these attempts your phone? If so, I’d try setting up with another device, if you have that option, or to simply reboot the one you have.

I hope this helps - if not, I’m sure the support team will.

 

"Common sense is the collection of prejudices acquired by age eighteen." - Albert Einstein
Airgetlam
Ken_Griffiths
R
  • Rich88
  • Lyricist III
  • January 30, 2025

Why do I keep getting bounced off my 5G network and can only connect to 2G?????????????

106rallye
Forum|alt.badge.img+18
  • 106rallye
  • January 30, 2025

Why post the same question in two different threads? 

 

Stanley_4
Airgetlam
Ken_Griffiths
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