We received our Roam last week and have had endless problems with it, which haven’t been solved by Sonos Customer Services.
Initially, it wouldn’t connect to our existing Sonos system at all. Then when it did, the speaker didn’t work properly - it was really tinny with no bass, and when we tried to change the volume there was an awful scratching noise.
We eventually managed to play music normally - but the it cuts out every 3-5 minutes!! On the Sonos app it still says music is playing, and the buttons on the Roam don’t work.
This happens whether it’s on Bluetooth or wifi. Other problems include not being able to turn it off, and the buttons sporadically not working at all.
We spent 45 minutes on hold to CS, and then 2.5 hours chatting with a very nice but ultimately unhelpful technician who remote-accessed our router settings and tried everything he could to get it working. This resulted in us having no internet…. because he changed our router to modem mode, which meant nothing else connected to the router worked! He then told us to call our ISP - even though it’s clearly a problem with the Roam and not our wifi network.
We’ve had no problems with our other Sonos speakers. But although I am loathe to call CS again but I’m going to have to to return this obviously faulty item. Sort it out Sonos!
Are these common problems or is it just us? How do you get Sonos to acknowledge that something is faulty?
Best answer by James L.
I can assure you that the issues you mentioned are not common, nor should they be expected. I’ve asked that your open case with our support team get escalated to a senior agent. You should receive a response from them in the next day or so.