Forum Discussion
I have had exactly the same problem. My Sonos Beam and two Ones worked perfectly until I 'upgradef' to 360. Now randomly, the sound just cuts out and the only way to get it back is to switch the TV off and on again. Some times it will go an hour before cutting off, other times just a few seconds. I've added the Sonos Boost and also removed a WiFi extender, thinking the problem could be interference but the system never missed a beat before the upgrade. It's very frustrating.
Hi Harrodinio,
Welcome to our Community Forums! Thank you for your first post and I'm sorry to hear that you're having the same issue as the original poster!
Have you been able to read through the thread and followed the instructions that my colleague advised? Have you tried Splitting Your WiFi Bands to see if this can help resolve your issue?
Please give it a go and let us know how you get on.
Thank you.
- Harrodinio3 years agoOn our wavelength
I don't have a computer that can be wired via the ethernet. I'm due to receive the new Hub 5 next week so I'll await that before doing any further tampering.
However, everything worked fine before the V6 box upgrade so I'm at a loss as to why this fault has suddenly reared its head.
Online chat with customer services revolved around switch it off and back on again which proved utterly fruitless.
If it comes to it, I'll have to downgrade back to a V6 box as the 360 is unwatchable at the minute.
- sharonamiller3 years agoJoining in
Hi Harrodinio
i never did sort the problem out. I’m not very techie and was worried I’d make it worse. I had previously contacted Sonos who talked about splitting the wifi but it all sounded a tad complicated. Mine only cuts out for a few seconds, when I get a message saying that it’s using TV speakers, then the Sonos kicks back in with a message ‘Audio system active.’ I have got around the problem but setting the TV volume at an average level so at least I don’t get the annoying silence anymore. So annoying though! Also, my Nest thermostat started going offline randomly after installing the 360.
- Harrodinio3 years agoOn our wavelength
Thanks for your input... It's starting to drive me mad now. Been onto Sonos customer services. I spent £100 on adding the Sonos Boost to the system. No difference. Charged the hdmi cables. No difference. Disconnected my Deco mesh system. No difference. Virgin say it can't be their system as it's state-of-the-art. So no one really has any answers. I'll try the Hub 5. Hopefully that will solve it. Failing that, Virgin will send an engineer to fit an old V6 box as the 360 can't be downgraded. Think anyone with a Sonos system contemplating 'upgrading' to 360 should probably wait to see if a solution is forthcoming otherwise you'll end up with an expensive sound system that you can't use...
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