The Community Corner

Have a chat with other Sonos owners. What's going on in the world of music and technology? What's playing?

1575 Topics

R
RCS - RobContributor I
posted in Owners café

Poor customer service

Sonos customer service needs major upgrade. Product didnt work when i received.  Receiving run around by sonos. chat and phone call resulted in no action.   Put in for advanced return  but not received replacement.  Elevated to level 2 but link they sent doesnt work. Beyond disappointing with a company that charges high prices but doesnt stand behind their products.  Looks like many customers having same experience with sonos.  

1
Dogdad
4 months ago
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GenaroContributor I
asked in General feedback and conversation

current discount

Is the current 30% upgrade offer good on era100

1
G
2 months ago
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MrHandContributor I
asked in General feedback and conversation

How to forget a Sonos System

I need to forget the current system, ie Living Room, that I have created and start over. The command:Settings>System>Forget Current Sonos Systemis not available on the Sonos S2 appHow do I forget a system?  

1
jgatie
5 months ago
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RCapperContributor I
asked in General feedback and conversation

sonos can't connect

My sonos 1 suddenly stopped working & won't reconnect. Any ideas? I have gone through all steps on set up and nothing works

1
Airgetlam
3 months ago
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GarethRJContributor I
asked in General feedback and conversation

System recognition issues

Hi there,  I previously had a Sonos system set up with a Play3 and a Sonos One but have since changed internet provider so need to update this. I managed to remove the Play3 from my old system and create a new one but now my Sonos app won’t recongise the Sonos One even if it is plugged in with an ethernet cable.Any advice on how to get both on the same system would be greatly appreciated! Many thanks, Gareth

1
Ken_Griffiths
4 months ago
Stuart_W
Stuart_WWorld-Class Superstar
posted in General feedback and conversation

Scrolling Albums in Music Library Odd Behaviour

I sometimes choose music to play by scrolling through albums in Music Library I have on my NAS. On this occasion I chose “Forever” by the Spice Girls (Don’t judge me!).  When I click it this is what I saw:-I was confused to see duplicate track numbers and I immediately thought I never thought The Spice Girls recorded Bridge Over Troubled Water! Anyway I have another album called “Forever” by Aled Jones.So this is clearly buggy behaviour when scrolling albums. It’s not the end of the world obviously and I could fix it by changing the name - It might even work if I put in an invisible character?

1
Corry P
4 months ago
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NetAgreeableContributor II
asked in Owners café

2 RMA for pair of speakers

Hi I ordered a pair of sonos speakers (https://www.sonos.com/en-us/shop/two-room-set-era-100)Both speakers were delivered in a single box. One of them was defective and I wasn’t happy with the sound of the other. So, I decided to return both. I generated RMA but I see separate RMA for each speaker. Am I expected to ship speaker separately? can I just put both speakers in the box it came with and send it as one shipment?

1
Stanley_4
4 months ago
AjTrek1
AjTrek1
posted in General feedback and conversation

A Message From a Community Member (2023)

Best Wishes to EveryoneI thought I’d start this post with a valediction instead of the usual salutation. I think it’s appropriate given the time of year and the international make-up of this Sonos Community.  As such I want to be respectful of everyone’s choice of how they choose to celebrate (or not) during this time of year.  We all come here for what we initially think are our own distinct reasons which are varied in nature. Some to seek help with a Sonos issue; others to offer advice and assistance, and some to vent their frustration(s). Regardless of why you’re here your voice in this community (IMO) is important and has value. I’ve enjoyed reading your posts, offering advice when I can and learning from senior community members. Senior meaning their percentage of issue resolution is quite visible in the community.I believe Sonos will treat us to new exciting product offerings and/or improvements (via updates to existing products) in the coming year. They certainly made good on th

1
Jamie A
4 months ago
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brianjamesContributor I
posted in General feedback and conversation

Returning defective products

I live in the UK and I want to share my first experience of returning a defective product. My Sub Mini died and following a diagnostic check with a Sonos technician it was agreed the defective unit would be returned for replacement. I dropped off the unit to my local UPS collection point yesterday and they, UPS, confirmed it is in their possession. The Sonos technician did not mention the destination for the return was Poland or about the option of Advanced Replacement. Consequently I have to wait for the unit to arrive at the Polish site before Sonos will send me the replacement. There is no timeline on when I will receive the replacement. The Advanced Replacement option would have accelerated the shipment of the replacement before the the delivery of the defective unit to Poland. I have asked Sonos for Advanced Replacement but they say it’s not possible because the defective unit is in transit to Poland. We live and learn 😪😪 

1
buzz
4 months ago
S
Stuart H WatsonContributor I
posted in Owners café

Great news for Sonos users in Portugal!!

I didn’t see any announcements… BUT ! Im delighted this morning to discover Sonos radio is now available in Portugal 🇵🇹 👍🏻

1
Sotiris C.
4 months ago
M
maddscotContributor I
asked in Owners café

Moved to a New Home and Internet

We recently moved to a new home with the following equipment:Room #1 - Living RoomSonos Playbar, Sub, and two Play Ones (set up as L/R Pair)Room #2 - Master BedroomSonos PlaybarI am going to try the following to “re”install the components to the new TVs:To move Sonos to a new house and Wi-Fi network, you can try the following steps: Connect your mobile device to the new Wi-Fi network Open the Sonos app Select Settings > System > Network > Wireless Set Up Enter your new Wi-Fi password A message should appear confirming your Sonos player is set up on the new network

1
buzz
4 months ago
P
PeteDCContributor I
asked in General feedback and conversation

Gift Card Redemption

I have money left on a Sonos gift card that I wanted to apply towards a purchase with the remaining amount paid on a credit card.  I could not process the order and the website said to contact a sales associate. The associate informed me that Sonos cannot combine payments which means that I am limited to using the gift card on products that cost less than the available balance on the card.   So, anyone who has a Sonos gift card that is less than any product they sell effectively loses the entire value of the card because they cannot combine it with another form of payment.  How is this even possible?

1
Corry P
2 months ago
M
Maria_NContributor I
posted in General feedback and conversation

Sonos products in Revit and AutoCad form for designers and engineers

Hello, I'm a BIM certified architect and I also have experienced as an AV engineer. I have noticed that a lot of designers use your products but you don't really have any Revit or CAD models for them and that makes it hard for designer to integrate them and coordinate. I think it would be very beneficial for your company and sales to offer this service for your products and I can help you with that.

1
T
2 months ago
F
fpbContributor II
posted in General feedback and conversation

Possible solution for connectivity problems

About 2 months ago one of my Sonos speakers started acting erratically, disconnecting frequently, stopping after one song, throwing error messages, etc. The usual solutions did not work, or worked only briefly. Finally, a call to Sonos revealed that the speaker was trying to connect to a wifi network from a previous address about 5 years ago. Why this didn't cause problems until recently, I have no idea, but deleting this network from the list solved the problem instantly.I'm posting this in the event it helps someone, as I've not seen it explicitly raised elsewhere.

1
T
3 months ago
P
parker9901Contributor I
posted in General feedback and conversation

Sonos App: Mac App Store Request

Requesting the Sonos Mac app be added to the Apple Mac App Store. I’m aware the Mac app can be download directly, but requesting it be added to the App Store as well.It would be much easier to keep up with the frequent updates if users could delegate that to the App Store instead of having to manually apply them.This would also likely decrease inbound customer support tickets, as more users would have an up-to-date version. There are also a lot of unsupported 3rd party Sonos apps on the App Store which are likely also creating support tickets. And I suspect many users don’t even know about the Mac app.You’ve got frequent deployments, why not make it easy to take advantage of them?

1
Airgetlam
2 months ago
J
JPNAHILLContributor I
asked in Owners café

vacation property

How do I let renters access the Sonos system in our vacation property?

1
Ken_Griffiths
5 months ago
Dogdad
DogdadHeadliner III
posted in General feedback and conversation

release notes .. seems like Sonos might be getting enough complaints on this generic crap of bug fixes and performance enhancements.

 

1
Airgetlam
4 months ago
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gatsby5Contributor I
asked in General feedback and conversation

both sonos speakers not showing up at the same time in my app

Some help please...Why can't I see both my Sonos speakers (Ray and Beam) that are set up as different rooms at the same time on the app? I can only see one at a time. When I’m in one of the rooms, I see that one. When I move to the other room, I have to both press the power button on the speaker and refresh the app and then I can see the speaker in this room, but the other one has disappeared. I have set up and connected both of them. Both are connected to TV’s  and work fine with the TVs. I can play music from only one speaker at a time ..when the app is connected to that speaker at that time. I want to group the two speakers together so i can play music from them both simultaneously, but the ‘group’ button/tab appears as faded light grey so is therefore unselectable (I’m assuming this is because the app is only recognising one room and that I have one speaker connected). How do I get to see the two speakers at once and have the two rooms show up on my app at the same time? Thanks in

1
Airgetlam
5 months ago
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NetmwhirContributor I
asked in General feedback and conversation

login support

I don’t recognise the email address I used to set up my account - I therefore don’t have the correct password either. Is there a way to reset it?

1
Ken_Griffiths
5 months ago
K
Koda13Contributor I
asked in General feedback and conversation

connecting sonos to mobile wifi

Can I run my Sonos from a phone ie ee as my wifi has gone down and we can not connect until 27th December?

1
Airgetlam
5 months ago
D
Darkprince36Contributor I
asked in Owners café

S1 compared to S2

I am/was an avid fan of Sonos, it was the bees knees for sound and bass. it was the original and I had 3 speakers the sub woofer and the sound bar. that was till the second version came out and now I cannot use all the S1 pieces and it is frustrating me to no end. can anyone help me setup the S1 to my WiFi and the app. the App is not recognizing  the S1 speakers.

1
Ken_Griffiths
3 months ago
M
mjrobbContributor I
posted in General feedback and conversation

Refund status - signed for at the factory but no refund

I returned (unopened) architectural speakers in the same box it was delivered in. We just bought an extra set we don’t need…I sent the return back through FedEx and followed all of Sonos return requirements. The package was returned a month ago, received and signed for at their Louisville, KY factory, yet my credit card has not been refunded. I waited a few weeks and then called customer service. They followed up through email saying, “they don’t have record of my return.” I then had to provide the FedEX receipt and now my return is being, “investigated.” Whatever that means. Please refund my credit card ASAP. It’s been over a month. I’m actually typing this on Christmas Day…. It’s hard to think about losing over $700 dollars…. Please process my return so I can enjoy the New Year…. I did everything asked. I even provide the FedEX proof of delivery. Please, please, please, find out what happened at the factory in Louisville, KY. Moderator Note: Removed case number from post

1
Stanley_4
4 months ago
D
DreekContributor I
asked in General feedback and conversation

15% upgrade impossible to use?

I am thinking of upgrading my old S1 system components and have the following upgrade discounts registered:One (Gen 1) 15% discount registered Play:1 15% discount registered Play:5 (Gen 1) 30% discount registeredUpgrading the Play:5 to a Five would use my 30% discount, no problems. But last week I would have been able to use the 15% upgrades on, say Era 100s - this now seems to be unavailable. Consequently I can’t see any way to use my 15% upgrades.Anyone else having this issue?

1
Stanley_4
3 months ago
K
khauser86Contributor I
asked in General feedback and conversation

Duplicate order return question…

Has anyone returned a duplicate order before? I placed a 2nd order because I missed out on a cash back opportunity. Probably a dumb question but if the orders are the same exact set does it matter which one I send back? I’m guess yes because of serial numbers.  🤔

1
Jamie A
5 months ago
P
PMistryContributor I
posted in General feedback and conversation

Sonos delaying Refund Credit

We purchased Sonos Five back in October 2023.  We realized that it will not be compatible with our systems at home.  So we started the return process end of Nov 2023.  It took Sonos more than a month and several phone calls to customer service to send us the return label!  Finally we received the return label in mid January 2024 and we shipped the unit back.  Sonos received our package Jan 22nd.  And since then we have been calling every few days to ask for our refund/credit.  Its now February 13th - they keep promising refund credit will be sent by email soon.  The delay is due to technical issues in their system since January!!!  This is unbelievable behavior from a company like Sonos and so frustrating!!!I had requested a call back from their Supervisor - but still no response! Wish I had not made the purchase from Sonos!  My question is when can I get my refund credit?!I had seen Cory (Sonos staff) trying to help/answer a similar question posted by another customer.  Hoping he can

1
Dogdad
3 months ago
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