Network - Wireless & Wired Connections

Help & troubleshooting for network issues, including connecting your device to your home Wi-Fi network, connecting to public networks, troubleshooting wireless issues & ethernet connections, and optimizing streaming performance.
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NoraMoss
Level 8

Roku Premiere No Longer Detects Spectrum WiFi Router

Roku Premiere 3920X / Sagemcom Spectrum WiFi Router - Everything was working perfectly fine two nights ago, and nothing was messed around with since. Suddenly, tonight (Sun 1/31), I'm completely offline and my Roku doesn't seem to even want to recognize that my router exists. My router's SSID just doesn't show up in the list of scanned wireless networks, even though all my neighbors' networks do. Smiley Frustrated

I've tried it all at this point: Called Spectrum, rebooted modem, rebooted router, unplugged and rebooted Roku, system restarted Roku, and network setting reset Roku. Nothing. Plus, this Sagemcom router is considered a "smart router" that broadcasts a single SSID which is supposed to work with both 5GHz *and* 2.4GHz devices (and was!), so there is no settings page in which I can go to "be sure my router is broadcasting on 2.4GHz for my Roku" - as many discussion strings have suggested.

So Spectrum finally gave up and told me to call Roku, but due to the situation, it looks like Roku's not providing phone support, sooo here I am. Anybody else in the same boat? SOS? Am I SOL and need a new Roku device? Help! And thanks in advance! Smiley Happy

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10 Replies
RJM2
Level 8

Re: Roku Premiere No Longer Detects Spectrum WiFi Router

ROKU!!! is the problem. They do that sit so you buy new devices.  Do not buy any more roku devices. People will start making enough noise so we all STOP using their products. 

NoraMoss
Level 8

Re: Roku Premiere No Longer Detects Spectrum WiFi Router

Riiight, so before I boycott a product I've actually totally had zero issues/problems with for 2.5+ years now, let's try and actually get a real/workable answer, kk? Thanks!

Some additional troubleshooting I've tried tonight: Called Spectrum back (2nd time); got a router firmware update; had them do a modem/router network reboot on their side; uninstalled the Roku app from my Android; removed the device from the 'My Spectrum' app devices list; factory reset the Roku (both through software and hardware); all still no good. It still picks up all my neighbors' 2G networks, but not mine. So Spectrum is now definitely out of ideas after my two calls to them, and they insist this is a Roku issue.

C'mon Roku. I've done it all on my side now. What'dya got for me? And no, I'm not going to stop bugging you 'til I get a reply. Smiley Wink

cc: @RokuDanny-R

boogernose
Level 18

Re: Roku Premiere No Longer Detects Spectrum WiFi Router

So you probably have a bunch of other things logged in.

Can you log them out temp.

And reboot the Router

and again if need be

does the Roku see the signal?

---A problem clearly stated is a problem half solved---.
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NoraMoss
Level 8

Re: Roku Premiere No Longer Detects Spectrum WiFi Router

Aside from the (previously connected) Roku, I've got two phones and two laptops using my router; and I think it also automatically detects my TV's built-in Chromecast, but I don't ever use that.

I'm about to hit the hay, but tomorrow, during my lunch break, I will be able to boot literally everything off the router and start fresh. I'll even try to change my router's SSID/password to see if that does it. I have a bad feeling none of this is going to work, but I'm willing to try anything, so will do! Will report back here tomorrow afternoon.

boogernose
Level 18

Re: Roku Premiere No Longer Detects Spectrum WiFi Router

Oh yeah getting desperate eh?

a simple all numbers password is fine.

A 2.4 ghz. signal winds corners much better

you can always upgrade.

---A problem clearly stated is a problem half solved---.
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RokuDanny-R
Roku Employee
Roku Employee

Re: Roku Premiere No Longer Detects Spectrum WiFi Router

@NoraMoss 

Thanks for the posts.

If you are still unable to resolve the issue, please send me a PM (private message) with your Roku account email address, and include the serial number/device ID on the Roku device along with a summary of the issue you are experiencing. I'll be able to assist you further from there.

 

Thanks,
Danny

Danny R.
Roku Forum Moderator
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NoraMoss
Level 8

Re: Roku Premiere No Longer Detects Spectrum WiFi Router

G'morning all. Woke up earlier than usual today and had some time before work to troubleshoot a bit more. First, popped back into my Roku and discovered the issue had magically resolved itself overnight! Smiley Surprised I saw my wifi's SSID just sitting there in the list like nothing had happened.

Not wanting to just shrug it off and leave it at that, I did go ahead and boot all connected devices off my wifi, change its SSID/password (I've been meaning to do that forever anyway - it was still the default factory settings), and re-connect everything. Roku picked up the new router SSID perfectly fine and I got through the setup/activation phase, again, like nothing had happened. Tonight, I'll continue re-customizing, wallpaper, settings, etc.

I'm going to hold off a bit before re-installing the app on my Android, and will keep a close eye on future app updates coming in, in case those are somehow throwing the devices off. Definitely unsure if that could be it, but I *do* remember an app update coming through Google Play just a few days ago (sometime late last week), so I'm thinking maybe that zapped something?

Anyway, thankfully, it looks like I'm okay again for now, but @RokuDanny-R - yes, if I run into this again, I will for sure PM you. I'm generally super happy with this device and have never had issues, but this was definitely some major random b.s. I didn't sign up for, ha.

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C_I
Level 12

Re: Roku Premiere No Longer Detects Spectrum WiFi Router

Perhaps get a new device. Especially if your neighbors don't have a problem with their routers.  Also, call back Spectrum and ask for an appointment to have come out  You might get a new router. Maybe that would help. 

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TJIndian
Level 7

Re: Roku Premiere No Longer Detects Spectrum WiFi Router

Roku Premiere no longer detects Fios wireless. Tried rebooting everything and shutting and leaving it overnight as well

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