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Sonos roam - issues, issues issues

  • 6 June 2021
  • 3 replies
  • 556 views
R
  1. I have an old play 5 1st gen which I have now put on a separate s1 systems - tick - job done. dead easy to set up.
  1. 1 have a beam and two 1 sl’s in my bar which are now on the S2 systems - tick job done - dead easy to set up.
  2. I have been given a Roam for my birthday - hurrah!?? No… not hurrah. can i connect the roam? no!!! i need to change my sky router settings - I have sky-q as well. I - like most - are not proficient in the way of IT and the mere thought of twiddling with the internet settings leaves me cold...
  3. And quiet frankly - for an off the shelf consumer product you should not need to delve into the wizardry and witchcraft of the IT specialist. 
  4. I did however delves into the dark arts - If i try and separate the 2.45ghz and the 5 ghz sync as requested then the rest of the tinterweb is up and down like a yo-yo. the rest of the ‘try this’ pointers I could not even fathom so left them as they were.
  5. I put it back the way it was and closed the coffin lid - never going there again.
  6. So, I have a doorstop that I cannot connect to my sonos system, or as a result cannot connect to bluetooth. irrespective of the the amount of pressings, pushings and proddings I may do.

You should not need to be an it geek to be able to connect an off the shelf product. May I employ the services of a specialist and charge Sonos for the their services? No sale literature I perused highlighted the possible requirement for such specialist?

 

May someone within this hive-mind point me somewhere other than drop kicking it into the river?

You may gather from my tone that I’m less than impressed - having been such a sonos fan and advocate over the years it does leave me it a tad grumpy

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Best answer by Corry P 9 June 2021, 12:33

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3 replies

Corry P
Userlevel 7
Badge +18

Hi @rbradford123 

Welcome to the Sonos Community! And, apologies for the delayed reply.

Your mention of Sky Q tells all, I’m afraid. Sky Q boxes will repeat a WiFi signal from a Sky router. When Sonos devices (or the controller running the app) connect to the Sky Q box instead of to the router, the device is often unable to communicate with the devices that are connected via the router. 

A simple fix for this used to be to disable 2.4GHz on the Sky Q box. As Sonos devices never used to connect to 5GHz, this worked a treat. The Roam (and other new models) will connect to 5GHz, however, so this fix no longer works for these devices. Another fix was to wire one Sonos product to ethernet, making them all use a private WiFi mesh created by the speakers. The Roam and Move will not utilise SonosNet, however, so this would not help you.

You can confirm that the Sky Q box is the problem by unplugging it from power and testing/setting up your Roam with Sky Q off. Please do confirm Sky Q as the source of the problem before trying anything below this line. If turning off your Sky Q box(es) doesn’t help matters, I recommend you get in touch with our technical support team, who have tools at their disposal that will allow them to give you advice specific to your Sonos system and what it reports.

I can think of 3 ways to resolve this.

The first way to prevent Sonos from connecting to your Sky Q box is to connect the Sky Q box to the router with an ethernet cable and disabling both 2.4 and 5 GHz transmissions on it. If you have multiple Sky Q boxes, you’d need to wire each (or certainly those near Sonos devices). I recommend you get in touch with our technical support team, who have tools at their disposal that will allow them to give you advice specific to your Sonos system, and guide you through the processes. I recommend a phone call rather than a chat session.

If your router was not a Sky router, the Sky Q box would not repeat the signal, so I suppose there’s an option there too - change ISP or get a third-party router. If you have a tech-savvy friend or relative, I recommend enlisting their help should you go down this route of replacing the router.

Finally, and most recommended by yours truly - if you were to have a (ethernet-wired) WiFi access point with different WiFi credentials than your Sky WiFi, and Sonos only knew the credentials for this and not for Sky, your Sonos system would operate without ever connecting to Sky WiFi, thus avoiding the Sky Q broadcast. Depending on your home’s size/layout, a mesh WiFi system may be the best option here (which should be put into Bridge/AP mode - a simple step in the accompanying app).

I hope this helps.

"Common sense is the collection of prejudices acquired by age eighteen." - Albert Einstein
R

Thanks for the great info. 

I think it may be better to return the unit as setting up what is required for it to function far exceeds the cost of the unit. Something I’m sure Sonos would not cover. For where it is to be situated I’m better moving a ‘one’ in and out of the garden of get a Bluetooth speaker for the outdoor cinema.

considering sky and sky q particularly are becoming more common I’d trust this information would be made available to people pre-purchase.

I’ll get one of my dark arts people to review the options and look at what spells they can cast.

oncc again thank for your excellent response. 👍

 

Corry P
Userlevel 7
Badge +18

Hi @rbradford123 

You’re very welcome - glad to be of help!

If you turn off your Sky Q box(es) you should find that your Roam will work without issue. With that said, no, we would not cover the costs of bypassing the fact that the Sky Q box repeats WiFi signals but restricts protocols We do not support WiFi extenders for this very reason, and document this fact clearly in our system requirements page. Sky don’t describe their device as a WiFi extender but it is one, none the less.

I agree that it’s an undesirable situation, and completely understand you wanting to return the product for a refund. To be clear, however, I would expect a Sonos One to behave exactly the same as a Roam, in this regard - the Sky Q broadcast of your WiFi would be an issue for both. Before returning the Roam, I strongly recommend you power-off the Sky Q and test the Roam, and test the Sonos One in the Garden. If issues persist despite the Sky Q being off (and any other extenders, if you have any), please get in touch with our technical support team, who have tools at their disposal that will allow them to give you advice specific to your Sonos system and what it reports about the situation. If needed, they will be happy to remotely connect to your computer and adjust router settings for you.

"Common sense is the collection of prejudices acquired by age eighteen." - Albert Einstein
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