![]() ![]() After asking me to submit a diagnostic report (you can do this in the Sonos app, in Settings > Support), they took a look into my system’s performance and came back with this oddity: “I see your system connected to a Technicolor router and Wi-Fi, but the entire system is connected to the same access point, so we’re not benefitting from any load balancing that mesh systems can usually provide.” Now we’re getting somewhere. Shortly after, I was connected with a member of the Sonos Escalations Team via email. ![]() A grumpy tech reviewer? As I said, I’m not proud. Let’s face it, the worst a grumpy customer can do is leave a critical review on Amazon, post their grievances on social media, and tell their friends and family. I described the problems I was having, and the steps I had tried to fix them, and then (politely) demanded that someone help me. I played the journalism card and reached out to my Sonos PR contact. Drastic measuresĮventually, I became so fed up with my ongoing Sonos problems that I did something I’m not proud of. Miraculously, three of my missing Sonos speakers reappeared in the app immediately - and then disappeared again the following day. On one particular occasion, I was even advised by a Sonos support rep to call my ISP and have them reset my cable modem remotely because “that can sometimes help.” I scoffed at this, but nonetheless followed their instructions (bizarrely, my ISP didn’t question it at all). The perverse part about these troubleshooting steps is that, initially, they seem to solve the problem. Never mind that it’s the exact same track that Sonos had no problem playing yesterday - clearly Apple Music decided to re-encode the song overnight, rendering it unplayable. When a song suddenly stops playing, or the next track in your queue gets skipped entirely, the Sonos app cheerfully informs you that song you’re trying to play hasn’t been encoded correctly. And what you see as the end user isn’t always helpful. There are a million variables here, from the network itself to the APIs that allow Sonos to work with the various streaming music services. The worst part about Sonos problems when they occur is that the causes always seem murky. Sonos One (left) and Sonos Era 100 Simon Cohen / Digital Trends No easy fix But for every time you marvel at the godlike power it bestows upon you as you instantly flood your entire house with the new Metallica album, there can be just as many occasions when the word Sonos hisses from your mouth like an angry snake. ![]() Sound familiar? Sonos might be the best thing to happen to home audio since the invention of the CD. ![]()
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