Only one speaker plays when I ask to play music on home group. Have tried deleting and re-grouping.

[Rdianco]

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Original Poster: Ali Robertson 

Deleting group and re-grouping. Used different group name.

[Rdianco]

Hi Ali,

No worries, you are fine! I appreciate you getting back to me. 

I will reach out to you via private messaging so that we can continue working on the next steps. This will be sent to the email address associated with your community profile. For future reference, your Case ID is: 2-3294000031500.

- From Frances (Community Specialist)

[Romax1]

I am having same issue after switching to T-Mobile NOK 5G21 gateway.

[frances]

Hi Romax1,

Thanks for reaching out. I understand how frustrating it can be to not have your speaker groups not working. I would be more than happy to help find a solution to get you back to jamming out to your favorite audio! First, I have some quick questions to get a better understanding of the situation.

• Which Google devices are not able to join a speaker group? Could you give me the model name and generation number of both devices?
• What troubleshooting steps have you tried? 
  • Have you tried deleting/re-creating the group?
  • Have you tried rebooting the devices?
• What happens when you try to make a speaker group? 
  • Does one speaker work? Or do both not work?
• What do you see on your Google Home App when you try to make a group?
  • Do you see any error messages? Or does it say the speaker group has been made?

Thanks for your patience, I look forward to helping you.

[Romax1]

Hello Frances, 

All of this started after I switched to T-Mobile's new Home Internet, using the NOK 5G21 gateway. I had a CenturyLink DSL gateway before this and all was well (although was exasperatingly slow!).

I'm using a Google Home, and Google Home Mini, both gen 1 I believe as I purchased them in 2018. At first my speaker group was gone after setting all of this up. I had to change the channel on 5G side of gateway from 48 to 44 and miraculously the speaker group reappeared (magic?). Both devices are correct in the speaker group as well. 

Then I removed the group, recreated it and still can only play music on the speaker which I asked to play on the home group. If I ask the silent speaker "what's playing" it will tell me the correct song playing but no sound at all. Same thing if you ask the other speaker to play on home group, I can, however, send a broadcast from my phone and both speakers play that just fine. Home app said "speaker group has been created" each time I removed and set back up. 

Next, I performed a factory reset on both devices, set it all back up again, but still have the same results. I've also cleared all data from the home app on my phone, still same results. 

I firmly believe this has everything to do with the NOK 5G21 gateway. I will say this though, the speed from this thing is ASTOUNDING! Have I missed anything Frances? 

Thanks for your help, 

Rob

[frances]

Hi Rob,

Thank you for your response. I apologize for the inconvenience caused by this issue and the long wait. 

I look into your issue and saw that our team made a case for you on September 14, 2021. If you have any other questions or concerns regarding this issue, please contact the support team and refer to your Case ID. Just a friendly reminder, your Case ID is: 5-5997000031574.

[frances]

Hi All,

We haven't heard any updates from you. I'll go ahead and lock this thread. If you're still experiencing problems, feel free to start a new thread and we'll be happy to help.