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Roku will not update and customer service is unresponsive

My message to customer support

Just so you are aware, none of the other customer support options connected me with an agent. I’m not sure if that is an error on my part or with the system. The phone number listed for customer service did not connect to a call. Your email submission box has also not allowed me to submit anything.

My issue is with my streaming stick. The device says it’s connected to the internet in settings, but when I try to open any apps it asks me to check my Internet connection (the Internet is working fine on all other devices in my home). I followed the instructions on the support page and restarted my roku, but now it will not let me set up the device at all. Error 003 for an update error is what seems to be hindering everything. I’ve been working at this for an hour and the device still says it’s unable to update. What is the best way for me to proceed?

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Community Streaming Expert

Re: Roku will not update and customer service is unresponsive

This sounds like an internet connection problem.  Without an internet connection you can't update.

Some people report that by connecting to an alernate network, such as a cell phone Wi-Fi hotspot, can sometimes allow the update to complete.  If sucessful it's been reported you can then reconnect to your normal network.

Alernatively, your problem may have been caused by a recent update to your router which affects some Roku models. The update changes the router's wifi connection parameters from b/g/n to g/n. This has been reported lately with equipment from Comcast/Xfinity and Cox, but there may be others.

Affected users report the Roku identifies the local network as available and rates the connection quality, but will not then connect. The fix is to switch the router configuration protocols from the g/n wifi that was set by the update back to b/g/n. If you don't have access to your router's configuration controls you may have to have your internet provider do it for you.

Step-by-step post from @AvsGunnar for Comcast/Xfinity users:

Roku Community Streaming Expert
I am not a Roku employee, only a user like you.  Please, no support questions via private message -- post them publicly to the Community where others may benefit as well.
If this post solves your problem please help others find this answer by clicking "Accept as Solution.".

Ultra 4800 | Streaming Stick 4K+ 3821 | TCL Roku TV 43S245/C107X
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