Sonos Upgrade - speaker not available

6 replies
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Hi,

I’ve used the Sonos upgrade program a number of times - without issue. I’ve found an old Play:5 (gen1) of mine which definitely has not had the upgrade voucher used - it’s been unused and unplugged for years.

I've downloaded the S1 app, specifically to create a new system for the Play:5 - logged in as my Sonos user. The play:5 works fine and shows as a product on my ‘System’ on the Sonos website. However, it doesn’t appear on the Upgrade list and interestingly, on the ‘system’ entry it displays - but where as all other eligible items state the upgrade status - this Play:5 doesn’t list this information at all.

any ideas how what could be wrong? And how I can initiate the upgrade credit if it’s not shown?

(I’ve tried the obvious - reinstalling the [s1] app, factory reset the play:5 etc…)

thanks.

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AirgetlamAnswer

It’s likely worth calling Sonos sales to figure this out, too.

Bruce

AjTrek1

Hi

Are you the original owner of the Play 5 (Gen 1)? If so did you use a different Sonos email for registration at the time.

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T

The chefAuthor

Avid Contributor I

Thanks for the response - that’s a good shout. I am the original owner/purchaser, however, a number of units were setup originally using my father’s account. He lives overseas so I won’t be able to try adding it to a system with his account for a little while.

Is that a stipulation of the upgrade programme - “it’s only the first registered account that can claim an upgrade?”

N

nik9669a

Senior Virtuoso

I’m only speculating, but might it take a few days for the device ownership and associated upgrade credit entitlement to propagate through the account? How long have you had it added to your system?