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Answered

Sonos Upgrade - speaker not available

  • December 24, 2023
  • 6 replies
  • 311 views
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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. 

Best answer by Airgetlam

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

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6 replies

AjTrek1
  • AjTrek1
  • December 24, 2023

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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  • The chef
  • Author
  • Avid Contributor I
  • December 24, 2023

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?”

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  • nik9669a
  • Senior Virtuoso
  • December 24, 2023

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?

Airgetlam
  • Airgetlam
  • Answer
  • December 24, 2023

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

Bruce
Stanley_4
AjTrek1
F
  • FatherT
  • Lyricist I
  • December 27, 2023

I have exactly the same issue, did you get any answer to this yet?

F
  • FatherT
  • Lyricist I
  • December 27, 2023

I have exactly the same issue, did you get any answer to this yet?

Actually solved I think. I phoned sales instead of support, gave them the serial number and I have an upgrade code on the way.

Airgetlam
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