sonos play 5 gen 1 sound quality has gone bad

Have not yet submitted a diagnostic as I am only home later in the day, or can that occur at any time?  Regarding the controller, it is S1.  I can’t bring myself or refuse to toss all my S1 components due to the cost.  It’s kind of crazy for Sonos to expect that after the huge initial spend. I realize that’s a sore subject.

I think/assume that a diagnostic goes into some sort of database, so it can be pulled up and looked at at a later date. Not being a Sonos employee, though, that’s a guess. The most information I have is the Diagnostics - How do they work? thread.

I understand your position. I ‘donated’ my S1 device to my ‘little’ sister to use, but we’re not all in the same position. And in my case, it was only a single PLAY:5 gen 1, all the rest of the components I owned were able to run S2 (PLAYBARs, PLAY:1s, PLAY:3s and PLAY:5 gen 2s, at the time of the upgrade to S2) 

Good luck!

I had a similar problem with a Play 5 Gen 1 a couple of years ago. It turned out to be failures in the power amps.

I sent it to https://sonosrepair.co.uk/ who repaired the amps and it’s been fine since.

Obviously too far to send your unit, but there must be someone in the States with the skills to repair it.

I tried reaching out to support but no one ever picks up.  I submitted a diagnostic, called then and nothing other than recordings of tips. 
 

not the best 

And they just picked up….

I currently have the exact same problem which turned up close to an update, however, I cannot pin point it to the update, thus I expect it to be a coincidence.

I’m in Denmark, thus I can send it to a UK service provider - but, im curious about the solution you experienced, as I consider SONOS to be among the best customer services within sound systems.

Hi I have the exact same problem. Sudden poor sound quality..... The lower midrange is muddled and not as loud.…

My conclusion is that the software upgrades recently have changed something on the Play 5 as I actually got a brand new play 5 to compare it to my old ones that aren't working as well.The new one is muddled in the low mids as well.

 Even the play five in at the shop the demo system is not clear in the low mids.

I saw in another thread online that said this was a known issue and Sonos were looking into it. That thread is six months old. 

The warmth has disappeared from the system and is noticeable on certain songs other songs you can't really notice it.

Damm disappointing..…

This could be looked into if the right person could do a  frequency response curve for the play five, possibly " verses.com" or "rating.com".....mmmm....

I talked to SONOS support who informed me, that products outside warranty becoming defect cannot be repaired by SONOS 🙄 - however, a pre-owned PLAY:5 1 gen. working fine is USD 70 on Marketplace - thus I don’t give a s… for the intention of repair anymore. It ended up in recycle electronic devices. Its worked fine for 9 years :-)

HI Mike…..

Thx for the reply. 

My system is not out of warranty under Australian law. Issue is that suppport have said their test by running country music from sonos radio remotley has shown no problem when…... there absolutely is.  

I just purchased a new play 5 on 30 day return. 

“All plays have the same mid muddling problem”

It could be cut off freqs are changed in the SW update or the auto tune software is playing up….

Hopefully the new CEO will pick this one up. TO be honest I suspect this could be a much wider issue as most songs say 80% sound great and people just wouldnt know. (Try “Gat Decor passion - The naked mix on you tube red thumbnail at about 2 to 3  mins in and compare to a $50 U-E boom mini” and youll notice the missing sound…

Cheers…..

NOTE:/ Ill do a full reset in the next day or 2 and repost my results. I havnt done this as I need an Iphone another dissapointment. 

I have the same problem. My Play:5 gen 1 suddenly starting to sound bad/low in volume. Compared with my two Play:1 and my Play:3 which sound my better and louder when it obviously should be the other way around.

I think I updated the system around Christmas and suspect that update. But it is just now that I've listened to that speaker. My whole family agrees so no doubt. S1 controller.

Come on Sonos, fix the issue you introduced!

Hi,

I have a update …

IF only SONOS would enable a 5 band graphic EQ this might be able to over ride the issue.????

I am now toying with replacing my Sonos $3k system with 2x Ultimate ears for $200….   ouch…..

Regards….!

Hello, 

I had the same problem about months ago with old 2 x Play 5’s and tried the resets etc. I have play one’s, a sub and a playbar also attached and all running on S1.  I thought I was going mad and tried the equaliser settings, moving the speakers etc. there was a bad smell a week ago, and now one of my Play 5’s literally burnt out…. Close to an electrical fire. I don’t know whether to spend more money on Sonos , get ERA’s 100’s and then upgrade to S2. I really want Bluetooth as I don’t like the app as it has poor search results for songs ,., and music from family videos and family MP3’s have to always be loaded up via a Sonos playlist that take ages . 
Or, thinking I’d ditching all of Sonos and just getting a big party box …. Hmmm