unable to connect to home wifi

Since there is no information provided about your network, does it conform to the requirements in the Sonos Network Requirements FAQ? I’m wondering in particular about the type of security you have on the network, although it could be more mundane.

Have you tried, at least temporarily, wiring your Beam to your router with an Ethernet cable?

Have you read the new router - installation instructions FAQ?

Since you have the Beam connected, have you tried a factory reset of the One, and reset it up as new? It would copy the information erased from it in the process of the reset back from the Beam, once it is reconnected.

Hi Bruce. 
 

thanks for the quick response. I have tried a factory rest and my WiFi does comply to the requirements from Sonos.  
 

I’ve tried to hook the Sonos one up with the Ethernet plugged right in, however it still wouldn’t log in. 
 

my network provider says it’s a product issue as it it will accept other devices. any other thoughts? Not sure where else to turn

A few questions:

• When you contacted Sonos was it via phone or chat?
• Was a diagnostic submitted by you before or during the call or chat?
• Is your network a stand-alone router?
• Is your network an out-of-the box (pre-configured) Mesh?
• Is your network a stand-alone router with Access Points used to extend it?

At what point does the installation of the One fail when you’re trying to install it after factory reset? What LED colours are you seeing during install? When you say the One “wouldn’t log in” what do you mean? 

Hi sorry for the delay. The Sonos is green after I perform the factory reset. It goes through the set up process and then the last thing I see is “finalizing connection to Network Account”, then it says it fails. 
 

I contacted Sonos by phone and they performed the diagnostic but said I need to run two different WiFi’s in the home. The question I had with that approach is the whole surround sound of playing on multiple devices would be unavailable. 
 

AJ, it’s a stand alone router. 
no extenders in the house and it’s an out the box router. 

Hmm…That’s a new one on me…that Sonos suggests running two WiFi’s (networks). 

What brand of router do you have and is it provided by your ISP and who are they.

Do you have any VPN’s installed as part of your network hardware (through its admin) or on your device?

Also if you have admin privileges to your router make sure that Airtime Fairness is turned off.

By two WiFi's do they mean 2.4GHz and 5GHz, maybe? Perhaps you have different SSID's (WiFi network names) for 2.4 and 5GHz, then you may need to configure both network names (SSIDs) on the Sonos app. Connecting speakers to different SSIDs doesn't mean they are in different networks and they still can talk to each other.

Have a look at this article: https://support.sonos.com/en-ca/article/supported-wifi-modes-and-security-standards-for-sonos-products

Your Beam can only connect on 2.4GHz. Period. (Or wired. Period, again).

On 2.4GHz the Beam can connect to either 802.11b, g or n.

The One, on the other hand, can't connect to 802.11n. Some disable 802.11b and g on their routers to improve performance, as these are old standards and they slowdown 802.11n. If both 802.11b and g are disabled on your router, the One won't be able to connect on 2.4GHz.

On 5GHz, it depends which One you have:

• One (gen 1): 802.11a
• One (gen 2) and One SL: 802.11a or n

Again, some allow only 802.11ac or 802.11ax on their routers. You need to have the above enabled to be able to connect your One.

As for security, the Beam, One SL and One (Gen 2) support both WPA2 and WPA3. But, the One (Gen 1) only supports WPA2. So, if you have the later, be sure WPA2 or WPA2/WPA3 is enable on your router on 5GHz.

This is great. I’ll give that a shot furacaopr. Thanks!!