These steps follow Sonos’s Alexa commands not working article in Sonos’s order, after a Roam 2 check from its Roam 2 product guide. The last step covers Sonos Voice Control.

What This Problem Means

On the Roam 2, Sonos says “Amazon Alexa works on Wi-Fi only”, so Alexa can’t answer while the speaker is in Bluetooth mode. Alexa also needs the microphone on, Alexa set up for the speaker in the Sonos app, and the Sonos skill working in the Alexa app with the right Amazon account. Sonos lists Amazon Alexa and Sonos Voice Control for the Roam 2, but Sonos says Sonos Voice Control currently supports US English and French, so Alexa is the UK option. Sonos Voice Control works on Wi-Fi and Bluetooth, with limited playback control on Bluetooth.

Common Symptoms

• Alexa doesn’t answer the wake word on the Roam 2
• Alexa stops answering when you use the Roam 2 away from home
• Alexa asks you to link your music services
• Voice requests worked before and then stopped

Safe Checks You Can Try

1. Get back on Wi-Fi

Sonos’s light guide says solid blue means a Bluetooth device is connected. Sonos says the Roam 2 disconnects from Bluetooth when it sleeps or powers off, and goes back to Wi-Fi mode when it wakes, if it was set up on Wi-Fi. Press the power button once to send it to sleep, then again to wake it, within range of your home Wi-Fi.

2. Turn the microphone on

The Roam 2 guide says the mic button turns the microphone on or off. Sonos’s status light guide says that when the mic light is off, the microphone is disabled, so there’s no voice control and no automatic Trueplay. Solid white means it’s on. If the light above the mic or voice button is off, Sonos says to tap the button to turn it back on.

3. Move the speaker

Sonos says to move the speaker away from walls, other speakers and background noise, then try again.

4. Refresh the Sonos skill

In the Alexa app, disable the Sonos skill and then enable it again, as Sonos’s Alexa troubleshooting article describes. Sonos also says to use only one Amazon account per Sonos system, and if Alexa asks you to “link music services”, to link them in the Alexa app.

5. Remove Alexa from the Roam 2

If that doesn’t help, Sonos’s advanced fix is to start again. Disable the Sonos skill in the Alexa app and deregister the speaker using Amazon’s steps. Then, in the Sonos app, go to Settings > General Settings > Voice Assistants > Amazon Alexa, select the Roam 2 and choose Remove Alexa. Sign out of the Amazon and Alexa apps on your phone, and out of Amazon in your phone’s browser.

6. Set up Alexa again

In the Sonos app, go to Settings > General Settings > Voice Assistants > + > Amazon Alexa, choose the Roam 2 and sign in with the right Amazon account. Sonos’s Alexa setup article says to link your music services in the Alexa app, then make sure they’re also added in the Sonos app. The wake-word chime is off by default.

7. If you use Sonos Voice Control

Sonos says requests from outside the US and France may not work as expected. To check it, go to Settings > General Settings > Voice Assistants > Sonos Voice Control to see which product it’s on. Sonos’s Sonos Voice Control troubleshooting then says to select the room, choose Remove Sonos Voice Control and Add to another product, reboot the speaker, and move it closer and away from walls and noise.

When To Contact Support

If Alexa still doesn’t respond on Wi-Fi after you’ve set it up again, contact Sonos and say which steps you’ve already tried. Sonos’s Roam 2 support page lists its help articles for the Roam 2, and the Sonos UK contact page offers phone support on weekdays, live chat every day and the Sonos Assistant at any time.

Last resort: factory reset. If nothing else works, Sonos’s last step is a factory reset, though Sonos says it doesn’t recommend resetting as a troubleshooting step. Hold the power button for 5 seconds to turn the Roam 2 off. Press and hold Play/Pause, then press and release the power button. Keep holding Play/Pause until the light flashes orange and white, then wait for it to flash green. Sonos says a reset removes registration information, content saved to My Sonos and content services, so add the Roam 2 to your Sonos system again using Sonos’s guide to adding a product afterwards. Full steps are in Sonos’s factory reset guide.