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So many problems with the Roam!

  • 26 April 2021
  • 35 replies
  • 5112 views

Userlevel 1

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?

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Best answer by James L. 27 April 2021, 12:01

Hi @hanajohnson878,

 

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.

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35 replies

“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.

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!

@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.

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.

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.

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.

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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.

Like you I returned my Roam because it didn’t meet my expectations. 
 

But come on man one can’t take your personal experience and say they whole product is bad, this simply isn’t true and IMO not really helpful to discussion here. 
 

That said I encourage you to keep posting your experience with the Roam as it is as valid as the other few posters who rave about it. 

Yep, as Bruce mentions the Wife and I have two Roams working perfectly here, and my Son and Daughter also have one each at their Homes. Each of our setups work fine on both the LAN and/or Bluetooth connections.

There’s ‘perhaps’ little doubt in its worldwide production/roll-out that some small percentage of Roam units may encounter a fault, but that can happen with every/any similar product and in that case a product exchange will clearly work and resolve the issue, but if the LAN environment is the problem and the stated system requirements are not met, then a product exchange is just not the answer. 

We all want things to work straight out the box, but sometimes that may not always be the case, especially as some features on a LAN maybe switched off ‘by default’ on some routers, or a user has altered a setting themselves on their network, or mobile device. 

However my own personal experience is these Roam portable speakers work just fine and I think some folk forget that these are multi-room wireless/bluetooth computerised networked speakers with lithium-ion powered batteries - they do far more than normal Bluetooth speakers and have the following outlined features (not an exhaustive list):

  • Waterproof 
  • Auto-Trueplay 
  • Apple Airplay 
  • Wireless Audio
  • Sound Swap
  • Bluetooth (with line-in/pass-through to WiFi audio)
  • Stereo pairing & grouping.
  • 10+ hour playback battery life
  • Built-in mic with voice assistant (Alexa/Google)
  • Available in Black/White colours
  • Wireless Qi/USB-C charging

These portable speakers will work for the ‘majority’ of folk straight out the box, but like any network devices you may have to switch on/off things that have been switched off/on, either by default. or by the user themselves… such as ‘multicasting’, as mentioned in the example in my previous post. 

I’m trying to reconcile your statement with the fact that thousands of folks, including Ken, are using the product without issue. The conclusion I come to is that Ken is correct, either you have network issues to resolve, or, and significantly less likely, that there is an actual problem with your individual device. 

There are some questionable decisions taken in my mind, and some small portion of users seem to be having issues with the difference between asleep and off, but there do appear to be many that continue to use the device without any problems.

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.

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.

You have 45 days to return your Roam.  https://support.sonos.com/s/article/5030?language=en_US

Free shipping as well.  

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

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.

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.

The best message to send Sonos is a returned product.  That’s what I did with the Roam.  That hits them right in the pocket.  Maybe then they will realize that lowering product quality to improve the bottom line won’t work.

I am having issues with toggling between pairing stereo with roam, then when put in ‘everywhere’ mode they drop off stereo and one of them disconnects?   Also, instructions for setup is not very clear.    Roam roll out was not done well.   Come on Sonos, we pay for excellence.  I have 12 sonos devices…. Don’t get me started on S1 vs S2!

I love my Sonos speakers, all 5 of them, which is why I purchased the Roam.  Well, that was a mistake!  I wasted hours yesterday trying to get the damn thing to connect to my WiFi and Bluetooth - NEITHER would work!!  I have a free crappy little Coors Lite Bluetooth speaker that connected in 5 seconds.  No excuse for you guys!  Especially since you already have experience with the all-too-expensive Move speaker.  The unit is being shipped back today for refund. 

Clearly, there is a Quality Assurance problem and you need to get on it and recall the bad batches instead of letting your customers suffer and lose faith.  Stop selling defect products before Sonos goes the way of Sony.  Customers expect a quality product from you, not a headache!

As a side note, I’d suggest you add an ethernet port so we can at least connect to get any firmware updates before wasting time trying to connect to our WiFi.

My roam simply doesn’t make any sound (both music and chimes). I can see that a song is playing. Any idea what to do?

Hi @hanajohnson878,

 

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.

Sounds like they gave you an open box device. The Bluetooth function can not be used until such point as the Roam has been set up on the Sonos software. 

I’d highly recommend that you do a factory reset of that device, before attempting to add it back to your existing Sonos system. 

I’m having so many problems, just like you. My Roam is basically an overpriced paper weight. What a frustrating product!  At least yours connected.  About to throw this thing into the ocean. Stick with a more traditional Bluetooth brand (JBL, Bose) for portability, SONOS has some work to do. 

Sounds like they gave you an open box device. The Bluetooth function can not be used until such point as the Roam has been set up on the Sonos software. 

I’d highly recommend that you do a factory reset of that device, before attempting to add it back to your existing Sonos system. 

Agreed. I am on my second sonos roam. 

The first one never connected as bluetooth or to my system. I returned it to best buy. Best Buy then offer to order me a new one… so I figured it would give it a try.  The second one worked as a bluetooth speaker until i tried to connect to my home sonos system. Now it will not work on my system OR as a bluetooth speaker.  I am going to factory reset and give it one more try then i am DONE.

I have also had a nightmare experience with Roam and Sonos. 
•first roam failed right out of the box. After wading through Sonos extremely customer unfriendly CRS phone tree (I want to talk to a person!!) for 20 minutes, I then spent another 30 minutes with a tech who tried everything including a factory reset before pronouncing it DOA. I could a) ship it back and wait 5 weeks for a replacement or b) buy a replacement, have it shipped ASAP, and get my $184.00 back when they received my first one back. 
•I chose b) thinking this would be the most efficient path. Credit card billed another $184, new roam arrived, setup no problem, worked great for 3 days, then roam 2 fails, S2 app sez I need an update. OK, update process fails twice. I decide to wait overnight before diving back into customer service hell. Update works third time yay! Only now the unit is completely malfunctioning - unit turns off within 30 seconds, randomly changes Spotify music selection mid-song, turns on (solid white light) without me touching it. Factory reset failed. Clearly ANOTHER malfunctioning unit. 
•so now it’s been 14 business days since I returned the first unit, still no refund. I decide to call. All I want now is my money back on the first unit before I return the second unit (I don’t trust Sonos customer service to handle two simultaneous refunds). I get handed off to 4 different people! No one can help me. I’m on the phone an hour. Last guy says be patient your refund should arrive today. Nope. 
•to summarize, I paid for 2 roams, neither worked, and have not been refunded although one has been returned. I’m done with Sonos all I want is my money back. BTW, I have Bose and UE2 Bluetooth speakers that work fine on my network so don’t go there. 

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 am also experiencing the same issues with my Roam. And it will reboot itself and then the battery light flashes Red.

I’m on the second call with support hopefully they will authorize a replacement.

I’m having exactly the same problems….very frustrating. Return Roam to Sonos tomorrow. I hope my next unit is not defective.

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