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SONOS skips or stops when playing music from iPhone

  • 22 September 2018
  • 50 replies
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We have a SONSO Play 3 and an iPhone 6 and a 6s. When playing music that is stored 'On this iPhone' the tracks skip half way through or playback stops altogether. The problem does not occur when playing from a different source, e.g. a streaming service or radio station. Playing music from the desktop app also works fine. SONOS firmware has been updated several times since this issue began. Similarly, iOS running on our phones has been updated several times too. Our router has also been replaced (it is a Vodafone Ultra Hub Gateway). I have assigned a static IP address for the SONOS and to our phones, but to no avail. The issue happens when playing from both phones. I have even tried keeping the phones and screens awake, but it still happens. I have read through many similar issues posted and tried various fixes but nothing works. Other that this, we have no intermittent issues with the WiFi. It is concerning that a large number of others appear to have this issue, but there doesn't seem to be any solution. This is completely preventing us using the sonos. Please advise.
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Best answer by paulrw 11 June 2019, 17:24

Looks like the solution is to remove this feature altogther, and use Airplay2

https://en.community.sonos.com/announcements-228985/upcoming-changes-to-on-this-iphone-or-ipad-playback-6826585
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50 replies

Same for me. They seem to not even bother responding to these inquiries anymore. Since it works just fine with streaming other sources, I just can’t see how it is a network issue. This only started happening after an app update about a year ago. Prior to that it was bulletproof.
I agree KenHowell. This just started happening within the last year after an app update. The SONOS team seem not to care at all about those trying to use their product to play music on their iPhones. It has rendered my system useless. ANYONE LISTENING?
F#ck this, I have been with Sonos for 10 years and have always been able to work with them to resolve any issues. Your customer service sucks now, I hope Apple buys you cheap.
I have exactly the same issue. Dozens of emails back and forth, numerous potential solutions suggested by Sonos, all tried without any success.

It is absolutely scandalous that these products are sold when they are clearly not fit for purpose. I regret the day I ever got involved with “the Sonos family” as they like to bill it.

It’s clearly an issue that they can’t resolve and the products are rendered totally useless.

No doubt their T&C’s will prevent a refund but if I could get my money back for the Play 1, Play 3 and Boost I (stupidly) bought, I absolutely would.
Thanks for your messages guys. I’m glad I’ve only bought one speaker. I certainly won’t be buying another one! This whole thing makes me want my CDs back. Just put one in and press play!

Seriously though, I’m in NZ and I think you could argue that it is not fit for purpose and therefore would be covered under the consumer guarantees act. In which case, the retailer would have to refund me. I’ll be considering this if we don’t hear anything from SONOS soon.
I messaged SONOS via FB Messenger, and they suggested I submit a diagnostic after having a skipping incident while playing music on my iPhone. After doing this, they quickly got back to me on Messenger and suggested I disable AirPlay on my AppleTV unit, as they could see from the diagnostic that I had another device on AirPlay in my house. I did that, and it solved my problem. I just played a complete song list without any skipping.
I have the same problem. I own a Sonos surround system using the Beam and I have three Ones at work. I don't stream as I have a huge collection on my phone and I don't want to pay for a streaming service. When my iphone powers down my music stops playing. The "fix" works where I have to change settings on my iphone so that the screen stays on. PLEASE fix this Sonos. I am starting to regret my purchases. I want to get the new amp and power the rest of my speakers but I would be out of my mind to get it without this problem being fixed first. You have a lot of angry customers in this chat....and I thought I would add my name to the chorus!
That's normal, don't you think? Has nothing to do with Sonos.
I agree. It's most frustrating that Apple made the changes that have forced this issue in Sonos.
I am having the same issue STILL. I've waited patiently for SONOS to correct the problem. Playing music "On this iPhone" worked perfectly until the last update. What's going on and what is the plan to remedy it? SONOS owes an update to its customers. Please! Thanks.
Same problem! As much as we spend on these products they should fix this issue. It's ridiculous! Why don't they realize in this day and age, people are going to google products and they'll see posts like this and be leary? Come on Sonos Tech support, fix it!
I've been a user of Sonos for numerous years, recommended your system to many friends and have purchased additional speakers over the years. However, with this latest glitch (Cannot play music off my iPhone's playlist) I must say that I can no longer recommend Sonos. I find this a real shame as it was a decent system. The latest update a few days ago still does not address the capability for playing music from your iPhone playlist. Please fix this or allow us to go back to previous updates.
You'll need to direct that request to Apple, they're the one who made the change that broke Sonos' ability to stream from the iOS devices.

We're all hoping that Sonos can convince Apple to revert that change, but given the length of time it's been an issue, I suspect Apple doesn't care, and I hope Sonos is trying to figure some alternate method out.
Since it was Apple that made the change, shouldn't you be suing them?
I see Sonos is now saying they plan to discontinue this aspect of their app and users should use Airplay 2 ... which I'm not keen to use. I'm new to Sonos and this was one of the main draw-cards. Any peition etc that we can participate in to get them to reconsider?
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. Any peition etc that we can participate in to get them to reconsider?

No, a pointless exercise. The decision was made due to changes Apple have made as i assume they are pushing to move everyone to Airplay 2.

. Any peition etc that we can participate in to get them to reconsider?No, a pointless exercise. The decision was made due to changes Apple have made as i assume they are pushing to move everyone to Airplay 2.


Unfortunately, as far as I can see, the SoundBar I just bought does not support AirPlay 2 ... And in my experience airplay never works that smoothly anyway. Dropped connections, authorization codes etc. Playing directly from the Sonos app was a huge drawcard, and something I admired in friends' systems. Guess I'll be taking the SoundBar back to Costco... Or looking into a free google music account... Disappointing.
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I’ve been troubleshooting this problem with them for forever, they have no solution and are well aware of the problem. There is no fix on the horizon. My Sonos is unusable, I barely get through a full song before it skips and jumps to another song deeper in the que.

I’ve tried the “airplay fix” (and every other “fix” they’ve suggested and nothing works).

I send diagnostics EVERY time it skips, thus I’ve sent hundreds of diagnostics to them. They are responding to my emails less and less. I’m sure they just wish I’d go away.
Hi, I've just found this post via a Google search and it is EXACTLY my problem also. Is anyone aware of complaints to a consumer protection body in Australia if SONOS is not doing anything about it?
I have the same problem playing songs from my iPhone and iPad. I have 5 play1 and a soundbar. Everything is up to date and it is not a networks problem. Not having this issue when playing from other sources as Spotify, my Mac, radio etc.
I have the same problem playing songs from my iPhone and iPad. I have 5 play1 and a soundbar. Everything is up to date and it is not a networks problem. Not having this issue when playing from other sources as Spotify, my Mac, radio etc.
See here.
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Copy your music to google play music for free storeage, streaming, and fully synced to your iTunes library:-
https://play.google.com/about/music/sonos/
Why not give it a go, if you don't like it, it has cost you nothing, silch etc etc
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Just give up and move on, I am.

Sonos finally admitted to me that is an issue they are aware of and have yet to figure out how to fix.

“We are aware this is an issue, but unfortunately, as of this moment, it's the nature of Apple iOS. It's similar to if you're listening to Apple Music on your headphones and you switch over to watch something on youtube on your phone. The youtube audio starts playing and the Apple Music audio stops. Similar idea, but it's the Sonos audio that's stopping due to something else.”

It’s shameful that Apple and Sonos have paired up despite this long-existing known problem.

I’m done with Sonos forever. Their lack of accountability is sickening.
I have the same problem. I also have a Bose wireless speaker for which the stops have yet to occur. So done with Sonos. System can do only one thing and doesn’t do it well. Wish I could return the speakers.....
Similar problem here. Streaming from iPhone X and XS devices is unreliable. Diagnostics code is 981978144.
I have exactly the same issue. Dozens of emails back and forth, numerous potential solutions suggested by Sonos, all tried without any success.

It is absolutely scandalous that these products are sold when they are clearly not fit for purpose. I regret the day I ever got involved with “the Sonos family” as they like to bill it.

It’s clearly an issue that they can’t resolve and the products are rendered totally useless.

No doubt their T&C’s will prevent a refund but if I could get my money back for the Play 1, Play 3 and Boost I (stupidly) bought, I absolutely would.