Lack of customer service

 Not sure this is the same thing…..  When I turn off the TV the Arc soundbar ( Sub3-300s ) shows a green light.           ( Mute ).  So when I start music that system stays muted.  Not a big deal.  I just change volume or take it off Mute using the app.  Occasionally the Arc stays muted when the Sony TV is turned on.  Most of the time this is not the case.  Again no big deal.  I just use the TV remote to change the volume which takes the system out of Mute.

 What comprises your surround system?  Do you see a green light ( Mute )?  Can you take the system out of Mute using the app?

Thank you. When I checked there isn’t anything showing for mute. The speakers work fine until I hit Everywhere on the app. Then it just goes mute. They won’t even allow my TV remote to work the speakers to turn the volume back up. I have to go into the app and unchoose the Beam. 

 What are the other speakers in the surround setup?  Were they setup as a surround room using the app?  Does the room look similar to the screenshot?

Yes somewhat similar. I have the Beam and two of the SL Ones. At this point I really am planning to throw these away and just buy new. I’m going to cut my losses and file a complaint. Oh and tell everyone I know to never buy Sonos. Sorry but my frustration level with this company is off the charts at this point. 

Maybe post some screenshots and detail your local network setup, plus TV make/model & settings. How things are actually connected, ARC/eARC/Optical etc. Any devices wired? Any WiFi adapters disabled etc?

By the way - what do you mean when you mention "I use the App to turn on my surround sound” - ??

I can do that but need some time. I am obviously no tech saavy so I had the speakers set up when I purchased my new TV which is a Samsung. Everything worked great for about 5-6 months. I go into the app and hit Everywhere for all of the speakers to turn on in surround sound. About 3 months ago that just stopped working and it would just mute until I turned off all the speakers. The beam is plugged into the TV. The other two are wireless. It is eARC. I do remember seeing that when the speakers worked. 

Note ‘Everywhere’ is for grouped rooms, not bonded HT surrounds - So it ‘initially’ sounds like you may have unbonded your One-SL’s and have them grouped.

Screenshots from your App may help to see if that’s perhaps the case.

Is there anyone you can speak to who is tech-savvy? A friend, colleague of family member perhaps that can assist you?

 Everywhere should start play on however many rooms you have.  In my case if I choose Everwhere it plays on the Arc surround, Move stereo & Port ( three rooms ).  I would think if all you have is the Beam + SL One pair in surround mode then that’s all that will play.  Considering all the other issues with this app I can’t say that is the way it works.  I just know Everywhere does not break up my surround system to play to all the speakers individually.  Of course if you only have one room, Beam & SL One pair, would Everywhere even be an option.  Beam + SL One pair, if set up as a surround system, would only be one room making the group Everywhere unnecessary.

Using the Everywhere button worked for me always until 3 months ago. It sounds to me like it coincides with the new app. I actually just hung up with their lack of customer service. The person I spoke with a week ago basically did nothing so I’ve once again gone to the back of the line and they have no appointments for over 2 weeks. At this point I’m pretty much done with Sonos to be honest. I’ve been trying to get them to fix this for three months. I’ve sent emails and sat on endless calls. I am going to file a complaint with anyone I can think to file a complaint with and hope that someday maybe there will be some kind of class action suit. I’m actually going to ask an attorney in my office on Monday how long that takes. I’m giving these crap speakers away and buying a product that stands by what they sell. Fool me once. I’ll take the financial hit. Thanks for trying to help but I just unplugged all my speakers and boxed them up