Wifi / Sonos / Sky Stream - Jumping Issue

[jackg1993]

Hi everyone!

I've been having an issue with my broadband ever since I was upgraded to fibre and therefore received a new router.  Prior to this I had no issues with Sonos or Sky Stream.

My broadband speed is fine (consistently 150mb, as it should be).  However I cannot play music via the Sonos app without the song jumping - almost like a dodgy vinyl.  Similarly Sky Stream would regularly pause / jump, and after a few seconds the picture and sound would almost catch up with itself quickly.  The menu is also incredibly slow and sometimes freezes to the point I have to unplug the whole thing.  Sky asked me to plug it in with ethernet which has improved it but I still wouldn't say it's perfect.

Similarly I've been told to plug Sonos in via ethernet, but I am inclined to think this is all a bit ridiculous as it worked perfectly well with my old router (at slower speeds).  Sky Stream needing ethernet in particular is a bit of a gripe as it's their product and their broadband, presumably they should work well together.

Really looking for a solution as I don't particularly want to buy a different router.  The help team have previously told me I should reset my router every 7 days - doing so did nothing to help the Sonos anyway so it is not a credible fix, nor a long term solution.  I did get one person who suggest packet loss / ping issues who seemed to have an idea what was wrong, but the next time I contacted I had someone telling me "speeds are fine".  I know that, that's not the issue!

Has anyone else had issues like this and succesfully fixed it?

[Me134]

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@jackg1993 wrote:

Hi everyone!

I've been having an issue with my broadband ever since I was upgraded to fibre and therefore received a new router.  Prior to this I had no issues with Sonos or Sky Stream.

My broadband speed is fine (consistently 150mb, as it should be).  However I cannot play music via the Sonos app without the song jumping - almost like a dodgy vinyl.  Similarly Sky Stream would regularly pause / jump, and after a few seconds the picture and sound would almost catch up with itself quickly.  The menu is also incredibly slow and sometimes freezes to the point I have to unplug the whole thing.  Sky asked me to plug it in with ethernet which has improved it but I still wouldn't say it's perfect.

Similarly I've been told to plug Sonos in via ethernet, but I am inclined to think this is all a bit ridiculous as it worked perfectly well with my old router (at slower speeds).  Sky Stream needing ethernet in particular is a bit of a gripe as it's their product and their broadband, presumably they should work well together.

Really looking for a solution as I don't particularly want to buy a different router.  The help team have previously told me I should reset my router every 7 days - doing so did nothing to help the Sonos anyway so it is not a credible fix, nor a long term solution.  I did get one person who suggest packet loss / ping issues who seemed to have an idea what was wrong, but the next time I contacted I had someone telling me "speeds are fine".  I know that, that's not the issue!

Has anyone else had issues like this and succesfully fixed it?

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Presuming the hub is working as expected and the speed to the router is a consistent 150Mbps then first try unplugging the hub for 10 minutes and then rebooting. What does the Netflix speed check say on the Stream puck when using both wifi and ethernet (it's hidden in the Neflix help link)?

If it's possible I would always use an ethernet cable if they're easily in reach for stability, rather than outright speed (your Sonos, like your smart TV is probably limited to 100Mbps through ethernet, but that's more than enough).

What exactly happened with the Stream when connected via ethernet?

[NickNewark]

@jackg1993 I've got Sonos, have you tried changing the network channel from within the Sonos app. As you will know Sonos works great but is sensitive when it comes to WiFi changes and resets. My main Beam is connected via Ethernet to the Sky router, but I use Sonosnet to connect my rear speakers and Sub. Channel 6 within Sonos works great for me. 

[jackg1993]

Speed test on ethernet was 89mbps, wifi was 141mbps.  Done this twice now with similar results.  So face value wifi looks like it would be better - obviously I know that's not the case.  Appreciate what you've said about the limit of 100mbps so I guess that's why.  

The stream performs better with the ethernet - menu can still be a bit slow but I accept it's probably just the way it is being IPTV.

To be honest it's less about the stream now and more the Sonos issues.  They both started happening around the time I got a new router / fibre installed from Sky so I have to assume it's related to that.

I'm not completely opposed to having them on ethernet - it is just annoying having cables running round the living room.

[jackg1993]

I think the network channel is only if you have one connected via ethernet - at the moment all mine are on wifi.  I'm thinking I might just connect the 5 via ethernet and see if that works.  Then it'll do the sonosnet with the other speakers in the flat and hopefully issue solved.  Thanks for your reply.