Google Home on Sonos Roam cuts off in middle of playing news

[kuyene]

Hi there, I have an issue that's been going on for months and I'm finally deciding to make a change! 

I use the Google Home app on a Sonos Roam. For the past few months, when I ask "Hey Google, please tell me the news" the speaker plays each news source for about 30 seconds then abruptly stops, pauses for a minute, then goes on to the next news source. It never finishes a single source's briefing.

I've tried asking it to repeat, and it does the same thing or goes to the next news source. I've tried resetting the speaker and updating the Google Home app, to no avail.

I'd appreciate any advice as this is super annoying and I have found no solutions! Thank you! 

[kuyene]

I didn't put this in the right type of product, sorry -- mods, feel free to move. 

[HR7]

Same for us! We use a Sonos one speaker, maybe it’s a sonos issue then. Keep us posted please!!

[Kms262]

Same issue for weeks now with my Sonos One. It’s infuriating. It works perfectly well if I play the exact same podcast using the Sonos app. 

[Juni]

Hi folks,

Thanks for reaching out. It is advisable to report this to the Sonos support team for better assistance. Check out the link below to get to them.

Sonnos support team

Thanks,

Juni

[NNilsen]

From: Neal Nilsen
Sent: Thursday, December 28, 2023 11:15 AM
To: #
Subject: Sonos / Google Assistant Voice service issue

Mr. Spence, Excuse me for bothering you,

I love my Sonos system that I own and have expanded over the past 8 years. The top notch service I from Sonos support has been perfect… until today.

On or about the middle of November 2023 the ability for Sonos to complete the playback of podasts using the Google assistant has broken.

Playing the same podcast from the Sonos app works.

I have exhausted several hours over the past few days performing DIY troubleshooting with no success.

I spent over an hour on the phone with Sonos support today and now I am completely unable to access any assistant commands.

I was informed based on our troubleshooting I need to contact Google for assistance.

As your team can see from the link below several of use are experiencing the same exact issue, so a resolution must be found

https://www.googlenestcommunity.com/t5/Speakers-and-Displays/Google-Home-on-Sonos-Roam-cuts-off-in-m...

The Sonos Case I opened today is 05751918

May I ask that you have your Tier2 support and development teams replicate the issue in your lab and report status and provide a resolution

Thank you for your assistance in this matter

Neal Nilsen

[ECU71]

Hello,

I, too, have the same issue with my Sonos speaker.  The news played perfectly well until a few months ago  when I would give the commands, "hey google, give me my news update" or initated a routine, "Good morning".

Now the news (NPR in particular) stops midway and there is silence for 30-45 seconds before it moves on to another broadcast.

This is not a Sonos issue - I have called Sonos as well. The routines are set up properly.

Was there any resolution to this for you?

[NNilsen]

While Sonos offers tier 2 support, I have not been successful in getting an appointment setup.

I suspect with the messy law suit rulings between Google and Sonos trying to get this podcast issue resolved will be a waste of my time.

[kuyene]

Just a head's up for everyone. I reached out to the Sonos support team. They claim that because Sonos is first and foremost a music player, it's not 100% compatible with Google Assistant and so interruptions for features like playing the Google News feed on Assistant. Super annoying but if we report it en masse like Juni said, maybe they can make this better in the future 😞

I will try playing stuff via the Sonos app, thanks for the tip Kms262!

[Alex_S]

Hi there,

We appreciate you, kuyene, for sharing this information. As we have a limited scope of support for third-party assistant-enabled devices, I can only suggest that you send feedback to the Sonos team.

@All, should you have questions or concerns about Google Home, let me know.

Regards,
Alex

[HR7]

Sounds like a plan, thanks for the updates!

[NNilsen]

Who is Patrick Spence?
Spence has served as Chief Executive Officer and member of the board of directors of Sonos, Inc. since January 2017.

From: Neal Nilsen
Sent: Thursday, December 28, 2023 11:15 AM
To: #
Subject: Sonos / Google Assistant Voice service issue

Mr. Spence, Excuse me for bothering you,

I love my Sonos system that I own and have expanded over the past 8 years. The top notch service I from Sonos support has been perfect until today.

On or about the middle of November 2023 the ability for Sonos to complete the playback of podasts using the Google assistant has broken.

Playing the same podcast from the Sonos app works.

I have exhausted several hours over the past few days performing DIY troubleshooting with no success.

I spent over an hour on the phone with Sonos support today and now I am completely unable to access any assistant commands.

I was informed based on our troubleshooting I need to contact Google for assistance.

As your team can see from the link below several of use are experiencing the same exact issue, so a resolution must be found

https://www.googlenestcommunity.com/t5/Speakers-and-Displays/Google-Home-on-Sonos-Roam-cuts-off-in-m...

The Sonos Case I opened today is 05751918

May I ask that you have your Tier2 support and development teams replicate the issue in your lab and report status and provide a resolution

Thank you for your assistance in this matter

Neal Nilsen

[Joekix]

I have the same issue as well.  Happens on my move too.  It used to work well.

[JonCabe]

I also spent some time on the phone with Sonos support and the support technician and I had gotten as far as to see that it does have something to do with the integration (perhaps with the source for news and podcasts?). I'm also signed in on a Google Home speaker and the routine works perfectly well and plays the entire news podcast on that speaker when calling up my morning routine. The Sonos technician's final suggestion was that I switch assistants to Amazon Alexa. 😐 This is definitely a Sonos issue. 

[HR7]

Thanks for the updates!