What's causing the sudden increase in customer support tickets related to Wi-Fi connectivity issues for Sonos One users?

Introduction

The sudden increase in customer support tickets related to Wi-Fi connectivity issues for Sonos One users is a critical problem that demands immediate attention. This analysis will systematically identify, validate, and address the root cause while considering both short-term fixes and long-term implications for our product ecosystem.

Step 1

Clarifying Questions (3 minutes)

• Looking at the timing, I'm thinking there might be a recent software update. Has there been any firmware or app updates released in the past 2-4 weeks?

Why it matters: Software changes often trigger unexpected issues. Expected answer: Yes, a firmware update was released 3 weeks ago. Impact on approach: If confirmed, we'd focus on the update's contents and rollout process.

• Considering user segments, I'm curious about the distribution. Are these issues concentrated in specific geographic regions or among particular user groups?

Why it matters: Helps identify if it's a localized problem or a global issue. Expected answer: Issues are reported across multiple regions, but more prevalent in urban areas. Impact on approach: If confirmed, we'd investigate urban-specific factors like network congestion.

• Thinking about the Wi-Fi ecosystem, have there been any recent changes in popular router firmware or ISP policies?

Why it matters: External changes can impact our product's connectivity. Expected answer: No significant changes reported from major ISPs or router manufacturers. Impact on approach: If confirmed, we'd focus more on Sonos-specific factors rather than external influences.

• Regarding performance metrics, has there been any change in how we measure or define Wi-Fi connectivity issues in our support ticket system?

Why it matters: Ensures we're not dealing with a measurement anomaly. Expected answer: No recent changes to ticket categorization or measurement systems. Impact on approach: If confirmed, we can trust the data and focus on actual user experiences.