Sonos Customer Service Issues

Dear Sirs, I am experiencing difficulties listening to album tracks on various devices such as my iPhone X, MacPro, and iPad. The album plays but abruptly stops midway through tracks or skips to the next one. Despite being advised by a technical representative in Holland that the issue is due to my wifi dropping out, I disagree. My TV connected to the system does not experience dropouts in other rooms, and the digital radio works flawlessly without interruptions. My service provider confirmed no signal loss after testing my wifi/internet. Upon researching online, I noticed this is a common problem post my recent SONOS update. Until then, everything functioned perfectly. Dissatisfied with the technical support and having invested significantly in the system, I am seeking assistance to resolve this frustrating matter. Kindly contact me at [redacted]8 (UK) to discuss a solution. Regards, Ron S.

I recently received the Sonos Beam about 3 weeks ago, along with a pair of Sonos Ones. Initially, everything worked well with all devices connected to my Xfinity Wi-Fi router. I could switch the sound from my iPad Pro to the Beam and back to the Samsung TV seamlessly. I also have a Wi-Fi signal extension from Philipps to reach an independent building about 25/30 feet away, which worked fine with the Beam initially. However, recently, I've been unable to get sound from my iPad on the Beam or group the 3 Sonos speakers in different rooms without receiving an error message prompting me to add a Sonos Boost. I'm considering adding more Sonos Ones, but I'd like to avoid the cost of a Boost if possible. Can you help me troubleshoot this issue since it was working perfectly until now? I couldn't find a solution on the help pages. Thank you.

I have installed 4 Sonos Play:1 speakers along with a Sonos soundbar initially. One speaker is in the dining room connected to the living room soundbar, and the other 3 are in separate bedrooms. All were successfully tuned, but I am experiencing issues with one of the speakers cutting in and out. I had a Sonos installation company assess the problem, and they added a Sonos booster, but it did not fix the issue. The internet provider cleared some static in the Wi-Fi signal, but the problem persisted and even worsened after their visit. The technician suggested additional work on "the tower" at our condo if the problem continues. Following advice from Sonos' YouTube channel, I unplugged each Play:1 speaker for 30 seconds, which helped reduce the cutting in and out, but the issue still occurs occasionally. Any further suggestions to permanently resolve this problem would be appreciated.

I own 2 Sonos Connects, 1 Sonos Amp, and 1 Sonos One. Periodically, each device loses connection, indicated by a blinking white light, during normal use. This issue occurs randomly - sometimes music streams successfully for hours, sometimes it resets after a few minutes, which is frustrating. Our home Wi-Fi signal is strong, supported by an eero network spanning 3 locations. One Sonos Connect is directly connected to an eero node via a wired connection, while the other devices operate on Wi-Fi. Even during periods of inactivity, like at night, the Sonos Amp in our bedroom also experiences the connection problem. Despite having Best Buy set up the Sonos and eero networks initially, and returning once for troubleshooting, the issue persists. I truly want to enjoy the Sonos system, but this ongoing problem is disappointing.

I've been experiencing issues with my Sonos smart speaker lately. Alexa is able to answer questions, but doesn't respond to commands. My daughter, who also owns two Sonos speakers, has tried troubleshooting without success. I purchased the speaker at the Argos store in Holyhead on January 22, [redacted], and have all the necessary receipts. Could you please advise me on how to proceed with returning it for a replacement or refund? My daughter believes the manufacturer's guarantee should still be valid. Thank you for your assistance.

I bought the Playbar and Subwoofer. Setting up the Playbar was easy, but I'm having trouble with the Subwoofer connection. Despite following the steps, an error message keeps appearing. After plugging in the Subwoofer, initiating the orange light button, and detecting it on the Sonos app with the serial number, the connection attempts are unsuccessful. I even tried connecting the Subwoofer to the router with the cable directly, but it remains unresolved. Any assistance is greatly appreciated. Thank you. J. [redacted]

My husband purchased a Sonos Player 1 for us to enjoy music and connect it to movies. Unfortunately, we realized it doesn't play our own music directly from CDs; we needed to download them onto a computer first. We did so, only to find out that overnight, Sonos restricted us from playing our own music. Now it functions solely as an internet player, limiting us to Christmas music, which I dislike. I am frustrated that Sonos now controls what I can listen to and am displeased as a customer. I will share negative feedback unless this issue is resolved promptly.

I currently have a pair of Gen2 Play:5 speakers along with a Playbar/ Sub/ Play:1 setup connected to my TV, which is controlled via WIFI with my iPhone 6. The TV system and the Play:5s were previously working well in my old house and have been fine in my current home. However, I have recently been experiencing issues when trying to set up the Play:5 speakers again. Despite resetting the speakers to factory settings and reinstalling the Sonos app on my phone, I am unable to reliably configure the speakers using WIFI. I attempted setting them up using a LAN connection from my Sky router, but encountered problems when the speakers disappeared from the system listing after moving them. Even though the TV audio system remains connected, the Play:5 speakers are not showing up consistently in the network list during installation attempts.

I have been struggling to return 2 speaker cables to your company for the past 2 weeks. Every time I call, I am left on hold listening to music for over 20 minutes before giving up. The response I received was that cables cannot be returned, even though this policy was not mentioned on the website when I made the purchase. I could have easily bought them from Amazon without this frustration. I was hoping to support small businesses, but this experience has been disappointing. The cables remain unopened in the box. Thank you, Nancy.

Our Sonos Play 5 speakers are not currently grouped with our Sonos TV soundbar. Strangely, while we are watching TV, the Play 5 speakers keep connecting and disconnecting, playing what is on TV briefly. We have the Play 5 speakers grouped with another set of Play 5s and a set of Sonos One speakers with Alexa. However, when we attempt to group this speaker setup with the TV for movie viewing, the Play 5s do not connect at all. I am knowledgeable about resetting the speakers, having done so last fall to address pairing issues within the set. While we are satisfied with our Sonos speakers, we are puzzled by this ongoing problem. Any assistance would be greatly appreciated.

The light on my Sonos 5 speaker has gone out, and there is no sound coming from it. This issue began a month ago when I reset my internet, causing the entire Sonos system to malfunction. Despite multiple attempts to restart it, one speaker and the Playbar are working, while this particular speaker remains silent. I have spent considerable time on hold with your customer support line only to be advised to wait for a drastic 50 minutes, which is not feasible for me. This experience has left me quite disappointed in your company, especially considering how I used to recommend Sonos to many friends in the past but would hesitate to do so now.

We are experiencing ongoing issues with our system. Our Internet Provider is Virgin Media. We are using a Samsung Galaxy Tab A6 to operate the Sonos System along with a Mac Mini that stores the iTunes library, which has Sonos 2 installed. The problem we're facing is that when the Tab6 is running Sonos, it frequently shows "unable to connect to Sonos." While the music continues playing, we can't control it or adjust the volume. We have checked the internet connection using an iPad, and it seems to be working fine, but the Tab6 isn't able to connect to the internet. We recently upgraded the Sonos operating system to Sonos 1 and then Sonos 2, following which we started experiencing these issues. I have removed the original Sonos operating system from the MacMini, leaving only Sonos 2. Could it be possible that the Tab6 still has remnants of the old Sonos operating system, causing it to struggle to connect to our Sonos network? Any assistance would be appreciated. Terry T.

I upgraded to the S1 controller when I mixed an early speaker with two newer ones and a Move speaker. Everything was working well until I received a notification to update the S1 software. Attempted the update but encountered an error message. My main use for the system is to play my customized playlist, but lately, after ending a session, I am forced to reboot my computer to access Sonos S1. Additionally, I encountered issues with accessing music in my playlist downloaded from my iTunes account. Eventually, I decided to switch to S2, installed it, and removed my older speaker from the setup. However, I discovered that my bridge is not compatible with S2, so after confirming a strong WiFi signal throughout my house, I disconnected the bridge. Despite that, I can now only play music from Pandora, none of my playlists work. I've attempted to delete and update my iTunes music files for the playlist without success, plus I'm unable to connect my Move speaker. The situation is quite frustrating, and I could really use some assistance.

I use the Sonos system with two Play:1 speakers and one Alexa-controlled speaker through the controller app on my Android phone (pre-S1 version), my wife's Android phone (S1 version), and my laptop (S1 version). My music library is located on an external hard drive connected to my laptop and on my NAS drive. Additionally, I stream music through Amazon. Lately, I have been experiencing issues accessing music from my laptop through the controller. Most of the time, when I open the controller, the Amazon music option and Music library option are missing from the 'select a music source' menu. Occasionally, I do see all the options but encounter an "unable to browse music" message when trying to access the music library. Furthermore, when I open the controller, only the lounge Play:1 speaker appears, even though all speakers function properly when accessed from the Android phones. I appreciate any assistance. Thanks, Mike

Due to a faulty Virgin supplied router, I had to replace it. Since then, I've managed to connect my Sonos Move speaker, but I'm struggling to connect my two Sonos Play 1 (2nd gen) speakers. My family has tried all the troubleshooting steps in the manual and online, to no avail. Every attempt ends with a "Product not Found" message. I even tried using my wife's email to set up a new account. I'm 73 and would love to enjoy music. Your help is my last resort. Thank you. - Ian Minton

Hi Tech Support, I have a few inquiries regarding my Sonos system. 1. I recently purchased a Boost but I am contemplating returning it. I have a new mesh wifi system that can support up to [redacted] devices. Despite having one Sonos 3 speaker connected directly to the router, I am still facing connectivity issues with the Sonos S2 app. Would adding the Boost improve my setup or is my current system already sufficient, especially considering I plan to purchase an ARC in the future? 2. In the room where I have two Sonos Play 3 speakers near the main router (wifi mesh point), I am experiencing interference affecting the app connection (OFDM ANI Level = 9). Even after attempting to relocate one speaker farther from the router, the issue persists. Any recommendations on how to resolve this would be greatly appreciated. Thank you, Ben W.

I am facing difficulty playing music from my Windows PC and laptop, although I can play music from my Android phone, all connected to the same Wi-Fi network. While I can play Amazon music from the Sonos bar using the PC and laptop, I cannot access songs from the "my music" file. This used to work in a different home with a different Wi-Fi connection. I have tried troubleshooting by unplugging all devices for a few minutes and reconnecting them, but the issue persists. Any assistance would be appreciated.

I have been enjoying my Sonos speakers for years, but since subscribing to Pandora, I am struggling to utilize its personalized music features properly. Although I can create playlists using Sonos on my PC, I can't seem to access Pandora's tailored music selections based on my tastes. I believe I am missing a crucial step in the process. I would greatly appreciate receiving detailed written instructions on how to play Pandora music without creating playlists, while fully benefiting from Pandora's personalized features on my Sonos speakers.

Hello, my case number is [redacted]7. I previously chatted with you and then was transferred to a phone call. A friendly staff member tried to assist me with my issue, but unfortunately, we haven't made any progress. My music is stored on an external hard drive, which I recently replaced. I renamed the new hard drive with the original name. However, when I try to play my playlists, the music doesn't play. Whenever I attempt to update my library, I receive an error message stating "Lynn-PC Refused to let Sonos Connect it." In an attempt to troubleshoot, the phone technician transferred all my music to my PC hard drive, but I encountered the same error when trying to play the music from the hard drive. I prefer keeping my vast music collection on an external hard drive, which has always worked fine before. I've encountered a similar issue when I first got this computer, and it was resolved by a technician who made detailed notes in my logs. I've mentioned this to my recent contacts with your team, but no one seems to refer to those notes. I'm wondering if there's a log from my previous interaction with you over a year ago containing the troubleshooting steps. If such a log exists, I'd appreciate it if someone could review it. Thank you for your assistance; I'm not upset, just hopeful that this can be resolved easily. Thank you.

Sonos sold me their products, then they release the S2 control app and instruct me to deactivate/dispose of the products they sold me, or I won't be able to use their services? I bought a stereo system that relies on the Sonos app for control. With each app update, certain devices like the Bridge and the connect amp cease to function. This has left me out of pocket by hundreds of dollars, with no recourse but to seek legal advice. Has any other company ever sold devices and then rendered them inoperable? The situation seems ripe for a class-action lawsuit.