Shambolic & Frustrating experience attempting to purchase from Sonos Shop in Europe

Castalla, allow me to lend some clarity to the situation. Once we hand over your goods to the carrier, it is their advice that the customer contact them directly. Correct, the choice of carrier was ours and ours alone, though this is not a policy exclusive to DHL. I would assume that they indeed had some form of system error that resulted in their failure to provide the necessary tracking information. Normally they are very prompt in doing so.

Are you in the United Kingdom? Perhaps your delivery is being affected by the bank holiday at the moment; I assume you are aware that not much is in operation during such junctures. Admittedly, this does not account for the delay leading up to the bank holiday. Again, only DHL could clarify as to why this may have occurred. If you send me your order details by direct message, I will attempt to dig up some more information regarding your order. Please include your e-mail address, order number and post code.

In the meantime I would - once more - strongly urge you to contact DHL.

Finally - package arrived this morning! TV setup was easy - integrating the Beam into my existing network is proving to be more of a challenge!

Finally - package arrived this morning! TV setup was easy - integrating the Beam into my existing network is proving to be more of a challenge!
If we can help in anyway, then let us know and we will try to assist.

@KG

Thanks! Put your thinking cap on!

The network setup is a nightmare!

I already have Sonos set up on one router - the Beam couldn't connect. So I switched to a second wifi network - success! However, the first issue was that I had to reset the controller app on the PC - so now it can't be used for the original network.

I would like to attempt to switch the Beam onto the original network - the app instructions for this are useless as they only refer to changing a password .... I'm confused.

As an aside (and this is for a different thread) Alexa works up to a point - basic commands, but no access to Tunein, etc. Keeps asking me to discover devices in Alexa (which fails to discover the Beam, even tho' it's listed as an alexa device in the alexa app).

I suspect this is going to need a new thread!

Okay but bear with me, as I do have a Birthday meal this evening for a family member... but let’s start here with the basics.

The good news is looking back through your community posts, you seem to have some knowledge already of the way Sonos works. Although it does sound already like you may have split your Sonos network into two separate Sonos Households by mistake.

Starting first with your network... is your setup just a basic central ISP-provided router, or are you using a mesh system like orbi, velop, google hubs etc.

Do you have any repeaters, extenders or powerline adapters about your home in order to extend the WiFi signal?

Is your PC the only Sonos Controller, or do you also use any other mobile controllers? Android, or iOS etc.

I have other questions to ask, but let’s go with these to start with..

Okay - no rush - enjoy the meal!

1. I have two ISPs. So, 2 routers. One is used for usual devices (PCs, smart speakers, etc.). Second is only for FireTV box (and now the Beam)

The Beam failed to connect to One, so I used the closer Second router - just to get it going.

2. No extenders, etc.

3. Sonos app on PC - android app on 1 smartphone using One router, android app on 2 smartphone using Second router.

I can control the original sonos devices using only the android on One. Beam control via 2 smartphone and PC app (using second network).
The PC app *using first network fails to show anything

Complicated or what?

(Anyway to have 2 instances of the PC app? I'm not a fan of android apps and these fiddly phone thingies!)

PS. Should we start a new thread?

If you want to create a new thread then I don’t mind either way, at least others may then chip in with advice, whilst I’m out for the meal this evening...

If you do decide to do the separate thread, can you describe your network in some more detail and say if the two routers are being run entirely separately or if they are bridged or connected together in some way? Do you use one as an access point to the other, different subnets etc.

It would be nice to perhaps also cover these points below...

What original Sonos devices do you have, that means those speakers prior to adding the Beam to your collection?

Are your original Sonos devices running in 'Boost Mode' or are they running in 'Standard Setup'? ... Note: A standard setup is where no Sonos devices are cabled to any part of your network using an ethernet lead and running therefore just on WiFi.

Can you kindly state your WiFi routers 2.4ghz WiFi channels for both routers and whether or not they broadcast the same SSID or use a different SSID/Password etc. and 'if' you are running your original Sonos system in Boost Mode, your SonosNet channel from the Advanced Settings in the Sonos App (note the SonosNet channel doesn’t appear on the Sonos Controller when running in standard mode).

I think then at least that will help to get things started, whist I’m out with the family. Anyhow it sounds like it’s going to be easy to fix, so hopefully it will all be sorted soon.

I’ve just realised you are using two ISP's rather than just two routers bridged together, that’s me misreading things whilst dashing to get ready... that makes things easier to resolve, but if you can cover the other questions I have raised then I think it will be a simple fix (famous last words)... anyhow I am just going out now, so will check on where you are with things when I return home later this evening.

I'll reply here ....

Sonos Play 1 (the original) using standard connection wifi

Routers - two completely independent wifi networks (separate SSIDs) - channels 1 and 11

A small step forward re: Alexa. I deleted the Sonos skill and re-enabled it. The Beam now appears as an Alexa device .... haven't tested it due to WAF (as Beam is serving the TV most of the evening). More testing later.