Loss of connectivity to Sonos Play 5

  • 14 June 2020
  • 3 replies

I have a Sonos Play 5 (2nd gen) and a Sonos One. A couple of months ago the Play stopped working, whereas the One was fine.

I have followed all the advice as to how to reconnect it with no luck.  When it’s plugged in to the router via Ethernet it works ok, as soon as I unplug it it stops working.

How do I fix this pretty please?!

3 replies

Userlevel 3
Badge +9

Hi @JamLala, sorry for the late response, thank you for reaching out and welcome to the community.

I would like to take a closer look at your Play:5. 

In order to check what’s happening to your Play:5, please wire it again to the router and get a diagnostic check.

Also, make sure the Play:5 is appearing in the app before taking a diagnostic.

On how to get a diagnostic: Settings > Help & Tips > Submit Diagnostic.

Kindly get back to us with the confirmation number.

If you have other concerns, feel free to reach out.   

Thank you for this message. I submitted 2 diagnostics, the first one I didn’t get the number of! The second ones confirmation no is 10693843.  Please help me fix it😁

Userlevel 3
Badge +9

Hi @jamlala, thank you for the update.

I have checked the diagnostic, I would recommend to call in with our phone support this is beyond what I can help you with.

Tell the phone agent the confirmation number and they’ll work from there.

Our phone line is open Mondays to Fridays. From 10 am to 9 pm EST.

If you have other concerns, feel free to reach out.