Best answer by Ryan S
View originalSonos Play 5 Gen:2 will not connect to WiFi
HI Corry P,
Yes, you are absolutely right, it was temporary because of the ethernet cable connection.
Finally, (don’t know the exact reason) after wired the Arc to ethernet, reconnected the Play:5 from (System/Play:5/Products -Play:5/) - where also the wifi can be enabled and disabled - and it works properly!
Thanks for your help both of you Corry P, Ken Griffiths!
Csaba
Hi Corry
I seem to have the same problem with my Play 5 as foldback above.
I have various Sonos devices in the house, they all work fine, but the Play 5 lost WiFi a while back. It does works perfectly fine over ethernet.
Diagnostic ID 2145328600
What options do I have left atm?
I would perhaps speak with Sonos Support Staff and give them your diagnostic reference etc. Here is their contact link:
Hi Corry, thanks. Yeah I just contacted Sonos Support Netherlands. They were super-friendly. It was a faulty wifi chip and they sent me a shipping label for a return+replacement procedure.
The info in this thread is very helpful!
Thanks again.
Hi
Your speaker has a fault - please call our technical support team. You’ll be happy with the result.
Thank you Cory. That was helpful. A replacement is on the way.
Hi
The diagnostic does not indicate that there’s an issue with the Play:5’s WiFi card - in fact, at the time of the submission of the diagnostic it was providing all the non-portable products with a network connection. I see no reason for it not to connect to your WiFi, though I can see that it is currently offline, meaning that you’ve presumably removed the cable and all devices apart from the Play:5 have switched back to WiFi. It does seem to be unreasonably close to the Arc, but I assume that was temporary and so you could connect it to ethernet.
This does suggest that the Arc is close to the ethernet connection - if you wire the Arc to ethernet, does the Play:5 then connect? It’s probably worth trying.
If that isn’t workable, however, or if it just doesn’t work, I recommend you get in touch with our technical support team for some real-time troubleshooting.
I hope this helps.
Hi
Apologies - the agent you spoke to made a mistake, which he himself noticed after ending the call with you. You are entitled to a free replacement - this is the solution that I was saying you’d be happy with. It may take a few days to process, but please keep an eye out for an email from us.
The WLAN repeater was not suggested because those devices are not supported by Sonos - they often cause connectivity problems with Sonos systems, but I’m glad you’ve found a way to enjoy your speaker in the meantime. Hopefully, you’ll be able to get a refund on that should you need to.
I hope this helps.
Hi
I would perhaps speak with Sonos Support Staff and give them your diagnostic reference etc. Here is their contact link:
Highly recommended!
Hi
Please contact your local technical support team - your Play:5 has a fault, but you will be happy with the solution!
Hi
Your speaker has a fault - please call our technical support team. You’ll be happy with the result.
You'll need to contact support directly: https://www.sonos.com/en-gb/contact/contact-options%23
Not sure if you need to be beside your speaker; I doubt it.
Diagnostic Id: 1257969747
Diagnostic code 1322784620
Connects via EN cable but not WiFi connection... worked fine until a few weeks ago...
Play 5 Gen 2
You should call Sonos support with the numbers and your issue, this is mostly a user to user forum with limited Sonos support.
Hi
Thank you for the clarification. This is effectively a good news that makes me happy. I will keep an eye on emails received from Sonos.
Best regards
Frederic
I have the same issue. My Play 5 work with Ethernet cable, but can not via wifi.
I would follow the advice stated in the thread and that is to submit a Sonos system diagnostic report from within the Sonos App whilst the speaker is wired to the LAN and either note/post it’s reference back here and then contact/chat with Sonos Support Staff via this LINK and see what the Staff can suggest to resolve the matter.
Hi
I can confirm that your Play:5 does have a fault - please contact our technical support team.
Dead WiFi card.
Sonos support replaced it for a new unit out of warranty
I've had issues with my Sonos for 5 years. I've called maybe twice about it because resetting it works. But wow I just saw this. I called to complain, but I was just given some of the worst support. I was on the phone for an hour just to be told nothing is wrong. I was told to hard wire my Sonos to see if that fixes it.
Why would I pay the extra mark up on a Sonos just to hardwire it? I won't do that. The issue is with Wi-Fi.
The first 2 calls I had 3 or 4 years ago I was told to reset my Sonos and it will fix it. And it did. But it kept persisting.
I realized it was a problem when I bought an arc and I had no issues for over 6 months and my Sonos 5 disconnects every 2-4 weeks.
Do better Sonos. Don't blame my network, it's probably set up better than your corporate network.
Clearly the diagnostic report in your case showed the speaker hardware/software to be fine, unlike a few of the other posts in this thread …and in some cases here too, it was a local WiFi network issues.
It seems you are somewhat in denial that your network isn’t at fault, but you haven’t stated how you know that, other than your soundbar is okay, but presumably that’s not only set in a different location to your Play:5 - it might also be the case your Play:5 is using the 5Ghz WiFi band, whereas your Arc will definitely be using the 2.4Ghz band.
Perhaps try reducing the wireless channel-width to 20Mhz on the 2.4Ghz band and ensure the speaker uses that and set it to the least used (fixed) ‘non-overlapping’ channel, or even try ALL running on the (built-in) SonosNet signal instead and remove your WiFi credentials from the system completely, setting the internal SonosNet channel, so that it becomes the least-used channel in your locality, but set it at least 5 channels away from your chosen router channel.
If not done already, I would also add all your Sonos product IP addresses to your routers DHCP reservation table for good measure too.
It’s important to review the network settings, as often things can change in the environment, including neighbouring signals and software/firmware updates of routers etc; so I would review the network every 3 months, or so, and perhaps make any necessary changes to keep the potential for interference to a minimum.
Hi
Apologies for the delayed feedback.
I just wanted to inform you that I got the replacement unit last week.
Thank you so much for your assistance, and also to SONOS for its customer service policy
Best regards
Frederic
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