Hi Eunice -
Thank you for taking the time to reply to my post. My answers are:
- I've tried the keypad in various locations at differing distances from the router (10 to 20ft, 2 to 3 walls in between). Including being practically next to the router in direct line of sight. The distance does not seem to matter. After a while the keypad just drops its connection for no apparent reason.
- Yes. I've tried rebooting the router and hub. Changed the keypad batteries. Deleted it from the system and added it back multiple times. It works for a short while, then drops its connection.
- The equipment was purchased directly from Roku about 3 or 4 weeks ago.
I've tried the regular support channels without much success, specifically online chat. My last attempt was beyond infuriating. Having summarized the issue in my opening post, I was asked what issues I was having. A clear sign the support person was not paying attention. Then I was asked what devices I have connected, like that would be in any way relevant. Finally I was asked to send them a picture of the keypad. Seriously. I almost lost my mind, but held it together long enough to ask to be transferred to someone else. Which didn't happen. Hence my post here. I hesitate to call because I don't want to end up speaking to and trying to understand a heavily accented intern who'll just waste more of my time. Unfortunately that has been my experience with Roku Support so far. 😞
