Forum Discussion

Twmears3's avatar
Twmears3
Reel Rookie
2 years ago
Solved

Roku Video Doorbell won't stay connected to WiFi

Our video doorbell won't stay connected to the WiFi. It connected for like a week after we got it. Then would only take pictures no videos. Factory reset multiple times. It will connect at first but within a day it's not working anymore. Our Internet modem is right inside the front door so I know it's not too far away. 

smart home wifi
  • RokuTakashi's avatar
    RokuTakashi
    2 years ago

    We appreciate you for keeping us posted, Twmears3 

    For this matter, we recommend visiting this support article at How to fix Roku Smart Home device offline issues. This includes guided steps, instructions, and further information on how to troubleshoot and fix the offline issues with your Roku Smart Home Device.

    Please keep us posted on how this works, and we'll continue to assist you.

    Best wishes,
    Kash

  • RokuEuniceL's avatar
    RokuEuniceL
    2 years ago

    Hi Twmears3,

    Thank you for keeping us posted here in the Roku Community!

    We appreciate you letting us know about your problem with your Roku Video Doorbell. We will work with you to know what went wrong so we can assist you further and fix the issue.
    We recommend performing the below steps to see if you can resolve the issue:

    1. Restart your network router.
    2. Restart your Roku Video Doorbell.
    3. Factory reset your Roku Video Doorbell and set up your Roku Video Doorbell and Chime SE again.

    Let us know how it goes, and we'll be glad to further assist you.

    Kind regards,                                                                                                                                      Eunice

  • RokuRiamie-D's avatar
    RokuRiamie-D
    8 months ago

    Hi Feisty5Footer txgulfgal1,

    Thanks for posting in the Roku Community!

    Thank you for informing us about the connectivity issue with your Roku Wire-Free Video Doorbell. We appreciate the troubleshooting steps you have already taken to resolve the problem, and we are happy to assist you in sorting this out.

    Let's see if this will work for you.

    • Make sure the Roku Smart Home app and doorbell firmware are up to date.
    • Resetup the Roku Wire-Free Video Doorbell
      You do not need to remove your smart home device from the mobile app to set it up again. Simply follow the steps below and see if that resolves your issue.
    1. Open the Home  screen
    2. Tap the plus sign from the navigation bar
    3. Select Add device
    4. Select your device category and then select a device
    5. Follow the on-screen instructions

    For more details, please visit our Roku Support article: How to fix Roku Smart Home device offline issues

    Please let us know if the issue persists, we would be more than willing to assist.

    Regards,
    Riamie

  • RokuRiamie-D's avatar
    RokuRiamie-D
    8 months ago

    Hi Feisty5Footer,

    Thank you for the response!

    Thank you for your cooperation and for following the troubleshooting steps we provided. Please check your direct messages, as we have sent you a private message for further details and assistance.

    Thank you for your understanding. We look forward to your response.

    Regards,
    Riamie

20 Replies

  • tmrsms's avatar
    tmrsms
    Reel Rookie
    10 months ago

    Same issue here and customer service is no help. They sent a new video camera that does the same thing. I have two indoor cameras that connect to the wi-fi without issue but the video doorbell has been a lemon from the beginning. I've repeatedly requested instructions on how to return them for a refund but been ghosted. I always trusted the Roku brand before this, but have lost all confidence in them. 

    • Feisty5Footer's avatar
      Feisty5Footer
      Reel Rookie
      8 months ago

      It sounds like we're all having the same issue with our doorbell cameras. Same issue here with me. I've rebooted restarted called customer service. I feel like my whole subscription price is non working more than working. I've been over a month now and have not been able to get my camera to reconnect. I love how they instantly try to blame your Wi-Fi or your ISP and that's not the case here either. That's called a manufacturing problem apparently if so many people are having the same issue. I can tell you I am definitely not happy with the customer service department at Roku or their product at this point. I could have just as easily flushed the 40 bucks down the toilet.

      • RokuRiamie-D's avatar
        RokuRiamie-D
        Community Moderator
        8 months ago

        Hi Feisty5Footer txgulfgal1,

        Thanks for posting in the Roku Community!

        Thank you for informing us about the connectivity issue with your Roku Wire-Free Video Doorbell. We appreciate the troubleshooting steps you have already taken to resolve the problem, and we are happy to assist you in sorting this out.

        Let's see if this will work for you.

        • Make sure the Roku Smart Home app and doorbell firmware are up to date.
        • Resetup the Roku Wire-Free Video Doorbell
          You do not need to remove your smart home device from the mobile app to set it up again. Simply follow the steps below and see if that resolves your issue.
        1. Open the Home  screen
        2. Tap the plus sign from the navigation bar
        3. Select Add device
        4. Select your device category and then select a device
        5. Follow the on-screen instructions

        For more details, please visit our Roku Support article: How to fix Roku Smart Home device offline issues

        Please let us know if the issue persists, we would be more than willing to assist.

        Regards,
        Riamie

  • RokuJohnB's avatar
    RokuJohnB
    Community Moderator
    2 years ago

    Hi Twmears3,

    A warm welcome here in the Roku Community!

    We'd love to investigate further this issue that you're having with the Roku doorbell camera since it will not connect to your home network. May we know if this is a Roku wire-free doorbell camera or a wired video doorbell? Are you getting any error messages or codes?

    We'll wait for your response.

    Thanks,

    John

    • Twmears3's avatar
      Twmears3
      Reel Rookie
      2 years ago

      It is a wired video doorbell. No errors just keeps saying trying to connect a certain amount of times. My last try said 10 times

      • RokuTakashi's avatar
        RokuTakashi
        Community Moderator
        2 years ago

        We appreciate you for keeping us posted, Twmears3 

        For this matter, we recommend visiting this support article at How to fix Roku Smart Home device offline issues. This includes guided steps, instructions, and further information on how to troubleshoot and fix the offline issues with your Roku Smart Home Device.

        Please keep us posted on how this works, and we'll continue to assist you.

        Best wishes,
        Kash

  • RokuEuniceL's avatar
    RokuEuniceL
    Retired Moderator
    2 years ago

    Hi Twmears3,

    Thank you for keeping us posted here in the Roku Community!

    We appreciate you letting us know about your problem with your Roku Video Doorbell. We will work with you to know what went wrong so we can assist you further and fix the issue.
    We recommend performing the below steps to see if you can resolve the issue:

    1. Restart your network router.
    2. Restart your Roku Video Doorbell.
    3. Factory reset your Roku Video Doorbell and set up your Roku Video Doorbell and Chime SE again.

    Let us know how it goes, and we'll be glad to further assist you.

    Kind regards,                                                                                                                                      Eunice

    • Itsdiego's avatar
      Itsdiego
      Newbie
      2 years ago

      That doesn’t work neither you guys are better off sending new ones out to customers. (Not like you’re going to buy just a thought) cause I’ve had it for literally 2 months just moved in to this home and just this passed weekend I came home to no view completely disconnected and isn’t connecting to the WiFi anymore. Mind you I have a amazing WiFi connection and service so I know it isn’t the WiFi. Is the equipment itself…

      • trinityrenee34's avatar
        trinityrenee34
        Newbie
        12 months ago

        I am currently having this same issue with my wire free doorbell camera. It rings inside but I cant see the video footage. I have reset my Wi-Fi , even changed the whole information and it still will not connect. It is getting very frustrating, I have submitted something with Roku but i have gotten nothing back.