The Community Corner

Is there an email address for the Support team? I am very frustrated with using their chat function, and have had no success in getting someone to help me during normal business hours over the phone. I just want to send a message to someone who will be able to help, and so far, I am striking out. 

Hello guys.  I have Arc + Sub G3 + 2x One SL.I’m fully satisfied with the sound. But I'm worried about one thing. When I listen to music thru TV or just watching TV or Netflix Sonos upmix stereo sound when source isn't sorround sound to make "fake sorround sound".When I listen to music thru Sonos App or AirPlay there is only avalivable Full or Ambient mode for rear speakers. That two facts makes that I need to turn off sorround speakers manually every time I want to listen music and turn it on again when I want to watch films. For me, sound should be always played in original form as reccorded, and rear speakers should be always on but used only when there is sorround sound. Guys from sonos, please. Can you add to our system such an option?

Received a Sonos Move for Christmas while camping. As I did not have wifi was unable to use the move for the entire 2 week trip which was very disappointing as I wanted to use it on the trip (had a premium speaker that was useless). There was no disclaimer that the move needed wifi before could be used as a bluetooth speaker on the box. Could this requirement be changed to prevent this happening to other users. Now that I have returned home and set it up an very happy with the product, sound quality  and can not wait to take it on my next trip.   

SONOS - very good and reliable product, so much so that I have quite a few units and have recommended it to friends. However, SONOS has over the past three years turned it from a fairly open system (by that I mean no restrictions or obstacles to use) to one entirely reliant on a SONOS account. You cannot add or change any of your units without that login. Their privacy terms permit extensive data harvesting, tracking what you listen to. All of that is valuable profiling information (your music choice can say a lot about you). There was absolutely no need for this change - it was all about control over SONOS users, which once in place allows SONOS to force users to buy new SONOS units. One of the reasons for buying an expensive device is reliability and performance. I have a SONOS amp which is probably 12+ years old and it works fine. It cost a lot and is well made. It can carry on working for years I'm sure. Remember that all the SONOS needs to do (for me, that is) is play music stored

When adding and subtracting multiple speakers from the listening experience, oftentimes the volume levels may be different from listening in different rooms etc. When I want to play all speakers at once this often leads to me having to micro adjust them to match. A button within the volume adjustment menu to align all volume levels to match would be awesome. Additionally, a way to lock the group so that my beam+surrounds and Sonos 1 will adjust the volume together rather than individually if I’m playing music through everything. 

If we lived in a world where ‘truth in advertising’ was a thing, here are a few points I would plaster all over the website and the box:Sonos will control and limit the content you can play through your speakers. Don’t expect that you can play something just because you own it or have paid for access to it. You need a PhD in network engineering to set up and maintain your Sonos system.  Expect at least 3 catastrophic app updates during the life of your Sonos system. (Sonos love to blow away a heavily refined user interface with something that is ridiculously unhelpful, just when you got used to the old one.) Nothing will ever be backwards compatible. Sonos took their strategy of forced obsolescence straight from the Apple playbook. Expect to invest heavily and repeatedly.  Don’t expect to get any real help from Sonos support. At the end of the day, if they can’t fix it for you, they will tell you it’s all to do with ‘your network’ and it’s your problem to fix it. 

Will there ever be Spotify podcasts on Sonos, appears this has been an ask for years now. 

I am running OS 10.15.7 and Sonos version 12.1.My mange menu is all greyed out.I have had nothing but problems with this system for over a year! Sonos just refuses to work with Mac!

Hi, I’ve had my Sonos Beam for just over a week and have noticed the white top piece is starting to show a mottled grey colour, mainly at each end. I haven’t tried rubbing it or cleaning it yet because I don’t want to make it worse but it doesn’t seem right to me.  Has anyone else experienced this?

I have still not received my refund after a month from receiving an email advising that Sonos had received the product. This is well over the 10-15 Business days refund time stated in the email.I have been unable to contact the customer support team for further advice. Please can someone help?  Best,Chloe

Hello, Sonos Arc + Sub arrived yesterday and the overall sound experience is amazing, fantastic and outstanding ! Still waiting for a pair of ONE SL to form a perfect surround dolby atmos system.  But, for the premium price of 1900€ there shouldn NOT be any cosmetic defects at all … Pretty dissapointed ! 

I am a customer with four Sonos speakers and received a few Sonos gift cards earlier this summer to add another speaker. I am very frustrated with the experience to say the least. First of all, there is very poor messaging on the gift card redemption, i.e. where and how to redeem and why redemption fails to work for $350 worth of credit. After speaking with a customer rep. he made it clear that redemption does not work for back-ordered products until they are back in stock. However, since July, I have watched the expected delivery dates on several products slide back from week to week and there is no resolution. The customer service rep. suggested that I purchase the product with my credit card and then send my gift card redemption numbers to them through email for a refund when the product becomes available. This obviously is not a secure way to send the information and I’m sure Sonos would be happy to have the additional transaction. I contacted another customer service rep through t

Hello,I need to speak with a manager about my recent order. It’s been almost a month since I ordered an item, and I’ve been trying to get in contact via chat, email, and phone and no one is willing to help me, instead I’ve been so unprofessionally ignored, and this says a lot about the customer service of the company. First I was told my orders was going to be shipped by 12/18/2020, then it’s changed for 12/31/2020, and yesterday I received an order cancellation email, so there’s is something serious going on. Thanks.

Technology that needs advanced engineering Sonos Tech and Research and Development:Great Break Through in a system improvement to accommodate everyone especiall those lacking an internet provider:make a new sonos connect device that has a usb input to accommodate an external hard drive of possibly up to 1TB of data so a user can play their library directly through the component and avoid the need for usb capable modems or NAD devices 2) make the sonos connect capable of connecting to a users cell phone data via username and password to enable streaming of radio if desired 3) bring back the hand held controller so sonos is totally operational and functional without the need for a phone app or computer app I believe these ideas are worthy of consideration and would make the product more accessible for people in remote locations and who wish to not store music on a computer or even need a computer to enjoy their music libraries like we did with our LP’s and CD’s and Cassettes This product

So I am ecstatic over using a new play 5 gen 2 as my sweet little hi fi compact setup in my bedroom for playing vinyl and digital there.  sonos does a better job translating vinyl to the digital realm and back than any other sub $1000 system.  I bought and returned a few, including the Bluesound.  play 5 gen 2 a BIG step up in SQ.   But I now have a 2 month problem that Sonos is aware of and won’t fix.  my turntable has always had better than cd fidelity at source level set to level 9.  well now level 9 is with a bug and won’t work.  levels 1-8 work fine, but at a cost of lower fidelity from the digital volume reduction, making it pointless to spin records.  yes, level 10 is still operative, but only if you select 9.  selecting 10 leaves you at the last level you were on.  thus 9 is now skipped altogether.  the end result is if you toggle from 8 to 9, what is really happening is (listening) you are going from 8 to 10.  closing app and reopening verifies all this. why the big deal?  bec

I cannot connect my Sonos One second generation to my Echo dots as a group! I want my dots in the lounge and dining room to play the same as the kitchen Sonos one!

I just got the Arc but havent gotten a chance to set it up yet. I have heard that surround sound over Nintendo Switch isn't available yet. Has anyone with an Arc tried this? Does anyone know if there is going to be an update for this?

What equipment do I need to buy to be able to separate my Sonos into two systems? My new Sonos arc is not compatible with my original play 5 and my bridge. I understand I can still use this speaker, but only by itself. Do I need something connected to my router to support the arc, plus other newer speakers I am using?

I called customer service on November 6th and explained that I’m intersted in buying a Sonos system and seeing that Black Friday was coming up I wanted to know if Sonos would price match if the products I bought would be discounted during Black Friday. I was told there is a 45-day price guarantee, and decided to buy the system on November 6th.Around November 24th or so the Black Friday discounts was announced and when I contacted customer service again on November 25th the price guarantee turned out to be a 45-day money back guarantee, which is not the same thing. I explained my case to the customer service representative who told me that I need to talk to the sales team. He registered a case for me and I got a mail saying it could take up to 7 days before I hear back because of high contact volumes.I waited for 14 days, heard nothing back and then tried to call you. I waited for 2 hours in phone queue before hanging up. At the moment I’ve been waiting for 34 minutes. The 45-day return

It’s almost 2021...add an Apple Watch app already!!!

On the app - top of the rooms list.  Would be very convenient if several speakers going when going to bed /out etc.

So currently I have the Sonos Amp hardwired to 4 ceiling speakers in my living room and then 2 Sonos Ones in my kitchen and dining room  I’m debating upgrading my current vizio surround setup to the arc and adding 2 additional rear One’s I have a 2017 Model Sony XBR830B Is it even possible to pass the Atmos to the amp from the arc and have it create that effect.. or in the very least if I have the arc + amp, am I able to use the ceiling speakers as general surrounds adding onto the arc and rear One’s? if I'm not getting that Dolby Atmos from either my TV or the arc, would I be better in just saving the money and buying the Play sound bar? Any input would be appreciated, thanks 

I ordered the home entertainment system ($1800+ ) on 11/30/20 and never received the Arc. It is impossible to reach customer service and no response to emails. Sonos needs to improve it’s support if it wants to enhance sales.  I intend to return what i received and cancel my order if sonos does not respond soon to. Y issues

You’ve added the ability to pair 2 subs to HT setups. This is awesome and works well. I have multiple rooms with a stereo pair of Gen2 Play:5’s and a sub. A couple of those rooms are large and could also benefit from an additional sub, but this is still not possible. I would purchase additional subs if this feature was added.

I can’t read any of the replies to questions in the forums. Why?