Disappointing to hear about you folks having drop-out issues with Sonore and of course even more disappointing that you do not seem to be getting the level of support from Sonore that you expect. I have not had either the drop-out or support issue with my Sonore streamers and, of the couple of times that I needed help, I always found Jesus to be responsive and helpful.
I am certainly no expert but I wonder if the dropout issue is a result of something else in the network chain. I am sure it is also frustrating for Sonore when a unit operates properly on their bench but not in your home. I am not sure why that unit is so sensitive to the network handshake compared to other streamers I have used, such as my Raspberry Pi based Metrum Ambre, which is rock solid in its connection but sounds nowhere near as natural or satisfying overall.

