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So many problems with the Roam!



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Seeing all the different posts and stories about the ROAM being defective, I have a hard time reconciling myself to some stupid comment posted about this obviously not being a product problem and  scores of users have no problems so it must be a “you” problem.

 

Mine is dead. Normal use for about a month. Was glitchy while it still functioned. But I lived with it. Now I begin my journey trying to get a refund… (and yes it’s past the 45 day period) I started with the “email our CEO direct” link. Very interested to see how that works out.

New Sonia Roam - have called and spoke to 4 customer service reps - nice people - but I have wasted more than 4 hours trying to get my one sonos roam speaker connected to my WiFi - impossible!!

 

very unhappy first time Sonia customer!!! Still not working!!!!

@rsivarajan,

As you have unusual LED lights showing compared to your ‘other’ perfectly working Roam and have tried the various resets etc. Have you submitted a diagnostic report, made a note of its reference and spoken to Sonos Support - if not, you can contact them via this LINK to see if they can suggest anything further for you to try.

 

Thanks, Ken.

Yes, I just spoke with Sonos support and they will send a new unit. My theory of a fault during the firmware upgrade was wrong and there is indeed a hardware issue. The CSR was able to confirm the issue when I initiated a stereo pairing and the second Roam went to the orange-white status state.

Sonos needs to do more testing before shipping these units out. At the least a stereo pairing, though it may be difficult to automate.

I have been a Sonos fan for years. I have gone through app changes and models becoming not usable and needing to upgrade.  I love the tone and the sound they produce.  But I am going to say these Sonos Roams are a piece of crap.  I bought 4 of them. One for me and 3 for gifts.  They cut in and out. Get loud then soft.  Play when they shouldn’t.  I went outside and it was just playing one day.  No music attached to it.  My friends (who I am introducing them to Sonos) are saying Bose is much better.  I am so disappointed in the $150 speakers.   For that price you should get quality.   I tried to call customer service but who has that type of time.  I am so disappointed.   I might just send them back.  
 

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?

I had exactly the same problem with my Roam. I found no solution and read that a Sonos support guy recommended us to to return it, which I did. What a crappy product, I’m so disappointed!

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I consider myself to be someone who can usually cope with current technology. However, my experience with adding Roam to the existing system was unexpectedly bad. What disappointed me even more, however, was the Roam device itself. I constantly had issues with connectivity, charging, non-responsive buttons. This was not the device I wanted in my bathroom for simple music listening, so I returned it after about ten days. 

How were you able to get Sonos to exchange your Roam?  I spent a half hour on the phone with CS and got to a point where they wanted me to reconfigure my wifi system.  I have several other Sonos speakers and they work fine.  When I first got the Roam a few weeks ago, it worked on my system  I was out of town for a couple of weeks and when I returned, I have been unable to connect my Roam to my Wifi and also unable to use the bluetooth function.  I have followed every step to reset it and it doesn’t work.  All I wanted was to have my Roam exchanged and I am being told they won’t because they think my wifi system isn’t configured correctly.  Everything else connected to it works other than my Roam.  Appreciate the help.

How were you able to get Sonos to exchange your Roam?  I spent a half hour on the phone with CS and got to a point where they wanted me to reconfigure my wifi system.  I have several other Sonos speakers and they work fine.  When I first got the Roam a few weeks ago, it worked on my system  I was out of town for a couple of weeks and when I returned, I have been unable to connect my Roam to my Wifi and also unable to use the bluetooth function.  I have followed every step to reset it and it doesn’t work.  All I wanted was to have my Roam exchanged and I am being told they won’t because they think my wifi system isn’t configured correctly.  Everything else connected to it works other than my Roam.  Appreciate the help.

If the Staff believe a ‘product-exchange’ will just result in the same outcome until you perhaps reconfigure your setup to meet the system requirements, perhaps that’s their reasoning🤔, but you haven’t explained the actual network issue in your post?

Is it a QOS, Airtime Fairness, Multicasting, DHCP server, or some other issue? The fact other devices work, maybe irrelevant, particularly if they are running on SonosNet (which Roam doesn’t use), or are setup on S1 HH, or your router is having difficulties leasing IP addresses, for example etc. etc.

No point CS sending you a replacement device if you just then face the exact same issues you have now? What was the actual issue with reconfiguring your setup to accommodate the product?

What were you being asked to change to get the device onto your system?

More information is needed to really comment further about the matter.

jgatie - this is one specific topic titled “So many problems with the Roam!”

 

Look for anything involving Roam Battery, Roam Dead, Roam Charging, and many more key words. There are pages of different issues and all go back to a lot of people buying the Roam and it’s defective.

 

Your other examples of crappy Sonos products makes me seriously consider my future plans for home entertainment electronics though. Appreciate that info.

My Roam got splashed by the pool and now it is not functioning. I have four other Sonos products. I am thoroughly dissatisfied with this product.

My Roam got splashed by the pool and now it is not functioning. I have four other Sonos products. I am thoroughly dissatisfied with this product.

It’s IP67 rated, so I ‘suspect’ any splashing by the pool is perhaps unlikely to be the issue here.

My Roam got splashed by the pool and now it is not functioning. I have four other Sonos products. I am thoroughly dissatisfied with this product.

It’s IP67 rated, so I ‘suspect’ any splashing by the pool is perhaps unlikely to be the issue here.

I would have to agree, it should not have damaged the speaker. The top is now separated, clearly water entered through the top of the speaker. Possibly defective? It’s less than a month old.

My Roam got splashed by the pool and now it is not functioning. I have four other Sonos products. I am thoroughly dissatisfied with this product.

It’s IP67 rated, so I ‘suspect’ any splashing by the pool is perhaps unlikely to be the issue here.

I would have to agree, it should not have damaged the speaker. The top is now separated, clearly water entered through the top of the speaker. Possibly defective? It’s less than a month old.

I guess if you have a faulty device that had an ingress of water, you should contact Sonos Support, but this is what should actually happen with the device:

My Suggestion though would be to perhaps use the Qi charger method after it gets this wet, until it has dried out.

My Roam got splashed by the pool and now it is not functioning. I have four other Sonos products. I am thoroughly dissatisfied with this product.

It’s IP67 rated, so I ‘suspect’ any splashing by the pool is perhaps unlikely to be the issue here.

I would have to agree, it should not have damaged the speaker. The top is now separated, clearly water entered through the top of the speaker. Possibly defective? It’s less than a month old.

I guess if you have a faulty device that had an ingress of water, you should contact Sonos Support, but this is what should actually happen with the device:

My Suggestion though would be to perhaps use the Qi charger method after it gets this wet, until it has dried out.

Agreed. I don’t use the cord.The video is definitely the reason I felt comfortable having a $250 speaker next to my pool.

@Thokramer 
Maybe post an image of the mentioned water damage to your Roam device here for the Support Staff to see when you contact them.

Over the last two years I have purchased many Sonos products for myself Family and friends. I love all the speakers and have had the odd glitch from time to time. But two months ago I bought a Roam. For the first 4 weeks it worked fine, but after that I had nothing but problems with it. The unit would not power up it just died even though it was charged. The app couldnt find it Every time I wanted to use it I had to phone customer care and they would do something their end and it would spring to life. But the next time I tried to use it it was dead and no matter what I tried nothing would work. I could not reset it myself as it would not switch on. My wifi system works perfectly for everything else but this Roam seems to have a mind of its own. If anyone in the UK has ever had to return a product to Sonos you will know what a faff it is. Posting an item to Poland and then getting a replacement from Holland. I have now decided to give up on the Roam it simply is not up to scratch which is a shame as my other Sonos products are great

Over the last two years I have purchased many Sonos products for myself Family and friends. I love all the speakers and have had the odd glitch from time to time. But two months ago I bought a Roam. For the first 4 weeks it worked fine, but after that I had nothing but problems with it. The unit would not power up it just died even though it was charged. The app couldnt find it Every time I wanted to use it I had to phone customer care and they would do something their end and it would spring to life. But the next time I tried to use it it was dead and no matter what I tried nothing would work. I could not reset it myself as it would not switch on. My wifi system works perfectly for everything else but this Roam seems to have a mind of its own. If anyone in the UK has ever had to return a product to Sonos you will know what a faff it is. Posting an item to Poland and then getting a replacement from Holland. I have now decided to give up on the Roam it simply is not up to scratch which is a shame as my other Sonos products are great

You haven’t mentioned which charger you were using - I am in the U.K. and got my Roams from Poland too. I use two different chargers - the Sonos supplied Qi charger (used for overnight charging mostly) and also a 5v/3A (15w) power output USB-C charger for quick charging during the day and when away from the Home and the Roams are both working fine here.

I’m just wondering if it’s perhaps an issue with your charger, rather than the speaker. I only mention it to assist, because you might otherwise end up replacing the Roam and still having the same problem. 

Hi Thanks for your reply. I did think it was a charger problem. So on one occasion while speaking to a Sonos technician He recommended a particular charger that I should buy So i spent a further £14.99 and alas the new charger did not sort the problem. But to be honest I am not too bothered it is just that I expected this new roam to be as good as the rest of my system. But thanks again for your help.

Hi Thanks for your reply. I did think it was a charger problem. So on one occasion while speaking to a Sonos technician He recommended a particular charger that I should buy So i spent a further £14.99 and alas the new charger did not sort the problem. But to be honest I am not too bothered it is just that I expected this new roam to be as good as the rest of my system. But thanks again for your help.

I’m surprised the technician didn’t just recommend the Sonos charger to you, as it can be used both as a Qi charger or a USB-C charger. It has a 5v/2.1A (10.5w) power output and works well with the Roam.

If your other Sonos speakers work fine, it is not your system that is at fault, it is their product.  

The above statement is not entirely accurate, as the ‘other’ Sonos Speakers could (just as an example here) be running on their SonosNet signal - whereas a portable device, like the Roam, does not use the SonosNet mesh, for obvious reasons, and so if you were to add it to say a UniFi WiFi network in your home with multicasting switched off, then it’s likely not going to work correctly with your ‘other’ existing products. That’s just one of probably many reasons why Roam (or numerous other devices for that matter) may not play nicely together. These things though are usually fairly easy to fix, but no point exchanging a product, as you just end up in the same predicament. The answer is usually to sort the local network environment in most cases.

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Sonos claims it will work independently as a Bluetooth device or with your other Sonos speakers as part of your system.  This product does neither properly.  That is a product issue, not a setup issue.  My iPhone could not even connect with it as a simple Bluetooth speaker.  Lemons happen, this is one.  The Product Manager responsible for the Roam didn’t do his/her job, simple as that.

Thank you. Much appreciated.

It seems that we also ended up with a Roam paperweight. This speaker has been nothing but trouble since we purchased it at Christmas. It seems like a ton roam speakers are plagued with similar issues. 

roam sucks. i also like the other sonos products but more than half the time the roam does not work. i have two of them and i have to reset the stereo option all the time to get either of the speakers to work. 

“I can assure you that the issues you mentioned are not common”(??)

I have to say I chuckled when reading this from support. I’m over 3 hours in on support for my Roam, and still not fixed. Connectivity problems, airplay issues, bluetooth issues, delay (25 sec) in playing after pushing play and 5 sec delay when pushing pause. Very poor and confusing UI (one button and one LED), rapid battery drain when unit powered off, and more. Can’t believe the Move was designed by the same co., as it’s as near perfect as one can get these days (sound, UI and connectivity).

I’ve settled for use with my phone only on the road so i can continue listening to SONOS programming while traveling. Won’t use it for anything else despite use with my laptop was main reason for buying it. Bitter taste in mouth on this one, adding to the love/hate relationship with SONOS.

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