Sonos System with missing rooms on Google Nest Wifi

@Corry P thank you again. I checked the setting you mentioned and it is off. 

I will try to find time to call Sonos tech support. As I had mentioned the wait times are typically very very long on the support lines to I’ll need to carve out more hours to dedicate to this. 

I do appreciate you trying to help here but overall I have to say I’m pretty disappointed with Sonos at this point. I am hardly the only one things like this are happening to based on the amount of threads I see on issues similar to mine. I have spent a lot of time on this already and still not resolved. 
IMO If a company is in the wireless speaker business it feels like they better have the “wireless” part figured out. Doesn’t feel like it to me. 👎👎

Hi @Pz8675309 

I understand. We have recently implemented what we believe to be the world’s first serious attempt at utilising AI for troubleshooting purposes in an attempt to reduce the number of customers needing to speak to an actual agent, freeing those agents up for more involved cases such as yours. Helping you here takes much longer, of course, but at least you are not stuck on a call - you are free to do other things while you wait. In this case, however, it seems to me that a phone call (and probably a remote session on your computer) is needed. I think if you show them this thread, you’ll probably get your case quickly escalated to a higher level.

I understand your point - you’re certainly not the first person to suffer such problems - but there are literally thousands of models of routers available, and now many mesh systems too, and it simply is not possible for us to test them all. We do maintain a list of incompatible routers, however, and Google Nests are not on it, so I think there will be an answer for you. For what it’s worth, I never have rooms missing on my own system, and neither do the vast majority of our customers. Remember that no matter how many threads you see here, it pales in comparison to the actual millions of people enjoying their Sonos systems every day without such issues. Of course, that does not help you with your issue, but I feel it’s fair to point out that you are, metaphorically speaking, in a hospital and thinking “is everyone sick?”

I hope you feel better about it all once we fix the issue for you.

@Corry P

I wasn’t going to respond any further here but after reading your reply I decided to. I know a little bit about brand marketing and customer experience so I’d like to give you a Sonos customer’s response here. Someone who has purchased your products and interacted with your brand.

Congrats on your “world’s first” AI effort and your “millions of customers enjoying their Sonos systems without issues” and all the other things you mentioned. That’s wonderful. Perhaps for Sonos. 

You might want to take a more customer-centric approach here. In my personal opinion I would not be touting such things to a customer who has purchased your products, having problems with them, has already tried multiple modes of support and still no resolution. 

You have all of these amazing capabilities you mentioned but how about something actionable here/now? How about you say, hey, here is a customer who has bought seven of our speakers. They have tried chat support, phone support, Sonos community support and their issue is still unresolved. How about Sonos sends my case to support and then sets up a call time with myself and a support representative to troubleshoot? Instead of telling me I need to just try again (and I can “do other things while waiting on hold”, really?) Surely a company, brand who has the wonderful capabilities you felt it was appropriate to tell me about has the ability to set up a phone call? I’m going to guess you have some rationale for not being able to  

I do appreciate the attempts you have made to help here. But I would recommend against responding to customers who are very frustrated with your products and brand by telling them what a great job you are doing. Again, just one customer’s opinion here. 

Hi @Pz8675309 

My mention of the AI was merely an attempt to illustrate to you that we have already taken feedback such as yours about how long you needed to wait for support, and actioned something significant as a result - this was my only motivation for even bringing it up. My apologies that I did not make it clearer to you.

I think you misunderstood me there, to be fair - I was comparing the multiple days it has taken me to assist you here, with a comparatively short tech support phone call. In particular, I was attempting to say the only real advantage to providing support here on the community (other than that other people can see the advice) is that you are free to do other things while waiting for a reply, whereas on a call you - like anyone else - will feel somewhat tied to the phone call going on, needing to keep one ear on the call, so to speak. Again, my apologies that I was not clearer in this.

That’s a very good point, and I did look into doing exactly that - I’m not convinced I know why, but you don’t seem to have any existing cases or chat transcripts on your account. For this reason, I am unable to perform a case escalation in order to get a more experienced agent to contact you directly. I will soon send you a Direct Message here regarding this, in case you used a separate email address when you last contacted us - if there is a case, I will see what I can do for you in this regard.

You are most welcome, and thank you for the feedback - I will take it onboard.

Seeing the exact same problem with my Nest WiFi Pro. Would love to know if you got anywhere with support? From what I can tell I think it’s a DHCP server issue on the Nest. Have occasionally seen other devices drop off and be unable to reconnect until a network restart. 
 

Nest WiFi Pro had been pretty good until 5-6 weeks ago. 

@Philip87 

Have not really gotten anywhere. I tried reserving IP addresses for each speaker, that did not fix the issue. The issue is intermittent. Rooms disappear, then if I restart my router/network they will come back, or sometimes the rooms come back on their own. Really frustrating. Sonos support did escalate my case so I could eventually speak to an actual human being but its by appointment the earliest appointment they have is like a week and a half from now. So that’s not really helpful since I can’t talk to someone while I know the issue is occurring. 

It’s interesting you mentioned it was working fine until somewhat recently. I’m in the same boat. This was all working flawlessly for a long time and now it’s a mess. 

@Pz8675309 thats not good to hear that it takes them that long to respond :(

like you I’ve already gone the fixed IP route. It makes no difference. 
 

sometimes even my iPhone drops off the network though and won’t reconnect to WiFi until I restart the network. I have a feeling I’ll be raising this with nest support as well. 
 

worryingly when I looked up people with similar issues their support simply stated they didn’t guarantee 24/7 service and restarting the network was a valid solution. If I get to that point I’ll be ditching nest and switching to something else. 
 

would like to hope the support routes might at least help identify the cause of the specific issue. 

@Philip87 If you make any progress please post back here. Would be super helpful. I have not had any other devices dropping off our network, only Sonos.
 

I have thought of contacting Nest support as well. My guess is it will turn into Nest pointing at Sonos and Sonos pointing at Nest, leaving me again with hours wasted and no resolution. I would hate to get rid of my Nest system (bought recently) just to hopefully find something that works for Sonos. 

I have this same exact issue (with Nest wifi pro) and have also spoken with Sonos support.

I have 3 nest wifi pros that are hardlined to the router and 2 wireless nest wifi pros (as part of my mesh network)

After sending diagnostics.  I was told by sonos support that my arc is connecting to the 2.4ghz, while my era 300s were connecting to the 5ghz.

My system worked fine with an arc and sub in living room and 1 era 300 in the kitchen.   As soon as I added another era 300 in my office, I started having these same issues you mention (rooms randomly disappearing), requiring me to restart or reboot sonos or my entire network.

I was told that I needed to split the 5ghz and the 2ghz into 2 different network names (which Nest doesn’t allow you to do).

So instead I hardlined the Arc (and left the 2 eras on wifi). This should have worked because now the era 300s are on 5ghz together and the Arc is hardlined.  This didn’t solve the issue

The IP reservation doesn’t fix it either.  

I researched this over the internet and it seems like a common problem.  Sonos is the ONLY devices out of our 50 connected devices in the household to have issues.