Sonos not connecting to Zxycel NR5103E Router

[Chris_Morrow33]

I ordered Three's 5G Home Broadband and received the Zxycel router.  I have 1 x Sonos Playbase and 4 x Play 1 speakers. Only one Play 1 speaker will connect and that is because it is hard wired to the router. I tried calling Sonos and they asked me to contact Three.  I contacted Three who told me to contact Zxycel.  I contacted them to hear an automated message to contact my ISP before disconnecting the call. I can't believe I am the only one with this issue, does anyone know how to deal with it as I am going round in circles?

[michael66]

Having exactly the same issue. My Sonos One (three of them) were connected to my Three wifi Zxycel router for over a year and worked perfectly. Then last weekend they just stopped working. I’ve done everything including hard resets of my router and the Sonos devices. Always gets to the point of trying to connect to the router then fails with an unhelpful message. I’m on Zxycel Firmware Version V1.00(ACBJ.0)b14. 
I also have the same issue with my Samsung TV (stopped connecting at the same time as the Sonos. I’m wondering if Three has updated the firmware in some way that the Sonos devices and Samsung TV don’t like. 
I’ve spent several hours and many attempts, to no avail. Any help much appreciated.

[Echinida]

My Sonos system 4xplay1 1x boost takes 5 or more tries to connect to BBC sounds if my NR5103e router is set to 4G/5G auto switch. It works perfectly if the router is locked to 4G. Sonos support have no clues and can't distingush between 5ghz and 5G when you talk to them. I haven't tried Three as their support is generally even worse.

Try switching to 4G and let me know if that works!

[Anvil_Iron]

You could submitting a diagnostic through the Sonos app :

Submit Diagnostics | Sonos

I also came across this Connect Sonos to a new router or Wi-Fi network | Sonos

[Chris_Morrow33]

Thanks for your help but I think I did all that when I spoke to Sonos support. They couldn't get it working and advised me to contact Three, who have been hopeless and referred me to Zxycel. I can't be the only person who has this issue surely?

[aiden1]

Hello. Did you ever find a fix for this? I have just received my Three 5G home router, and having the same issues. I can't find anything that works.

Thanks!

[Anvil_Iron]

What error message do yo get? What does it say?

Do you have any problems with the Wi-Fi connection to others device? Is it stable?

Do you get the same problem connecting to the Playbase using a cable?

[Chris_Morrow33]

I disconnected the ethernet cable of the Play 1 that was connected. I cleared the data of the Sonos app and tried to connect again. I can't post a screenshot but the app says 'Something went wrong. Make sure your device is connected to WiFi and try again'. 

It is connected to WiFi. I do this when I am trying to change the Play 1 WiFi settings.

[Chris_Morrow33]

Is that under manage networks?

[Anvil_Iron]

Yes, You should be able to see the router Wi-Fi name and connect to it if your phone is connected to the same Wi-Fi name. You may have to reset the Sonos device to factory default to clear all the current settings on it and disconnect the cable to between the two for it to find the speaker.