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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jasahl
Level 7

Roku Wifi problems (other devices are fine)

No matter where I place my Roku Express, it reports poor WiFi signal (and frequently buffers, or won't play at all)

I have a Chromecast connected to the same TV, and it streams fine - and my phone has no issues w/ Wifi from the same location. Is this an indication that there's an issue with my Roku device? Do Roku's generally have weaker radios than other tech? I'm baffled as to why it is the only device that has trouble locking onto a solid WiFi signal

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10 Replies

Re: Roku Wifi problems (other devices are fine)

I bought mine in November and had no problem connecting to the WiFi until this past week. Every other device in the same room connected just fine. I reset everything and it still wouldn't connect. Today I moved the player to another room that's closer to the router and now it can't even find the main network, it only find my extender network when the extender is plugged in. I'm honestly at a loss on how to fix this and the main Roku Support site says that I can't contact Customer Support about this which is starting to frustrate the hell out of me.
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Re: Roku Wifi problems (other devices are fine)

I have the same issue.  Did you find a way to contact support?  According to the website and the phone menu the Roku Express doesn't qualify for support either way.  Not sure why it has a 1 year warranty if you cannot contact anyone to replace it.
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feelyat
Level 7

Re: Roku Wifi problems (other devices are fine)

According to this page (https://support.roku.com/article/208757 ... placements), the process for returns and exchange works for all Roku streaming players.

In reality, it doesn't, since they don't respond to support cases and ignore all emails. 
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Re: Roku Wifi problems (other devices are fine)

Since I didn't buy directly from Roku they say go to the brick and mortar.  The brick and mortar says we don't do that, call roku.  Roku phone support says I can't get phone support for roku express.  So I have a 1 year warranty with no avenue to actually get a replacement sent to me.
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feelyat
Level 7

Re: Roku Wifi problems (other devices are fine)

"liquidandroid" wrote:
Since I didn't buy directly from Roku they say go to the brick and mortar.  The brick and mortar says we don't do that, call roku.  Roku phone support says I can't get phone support for roku express.  So I have a 1 year warranty with no avenue to actually get a replacement sent to me.

They say to go to the store if you want a refund, not for support. That's generally the way they do it, and the stores have their own return/exchange/refund policies. As to whether they offer phone support, I couldn't say, but the web support seemed to work. up to a point. It takes them 1-2 days to respond to every email. After that, they hit a "we'll get back to you" point and stopped responding to the thread.
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Re: Roku Wifi problems (other devices are fine)

The problem is that the website doesn't offer me any way of contacting them.  Roku express unsurprisingly doesn't qualify for agent assisted support via the website.  So everything just links to self help type articles and I can't submit an RMA form because I didn't buy directly from roku.
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Basil
Level 10

Re: Roku Wifi problems (other devices are fine)

"liquidandroid" wrote:
... I can't submit an RMA form because I didn't buy directly from roku.

Really? You mean none of the pages you looked at regarding your problem had a link to this? https://support.roku.com/contactus/3
Basil
https://www.basilsblog.com/
Roku Ultra (4660)
Apple TV (5th gen), TiVo

Previous:
Roku boxes from every generation.
Apple TV (2nd, 3rd, 4th gen)
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Re: Roku Wifi problems (other devices are fine)

Yes, I've been there many times.  The end result is this: 

Eligibility for a refund

  • You are returning a Roku player purchased directly from Roku.com

  • You are within 30 days from the date of purchase

I did not purchase from Roku, I am past the 30 day limit or I would have just returned it to my place of purchase which was Best Buy. 
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feelyat
Level 7

Re: Roku Wifi problems (other devices are fine)

That form is used for two purposes: (a) for returning devices purchased from Roku within 30 days, if you want a refund, and (b) for returning devices under warranty for an exchange. You want (b). Ignore everything having to do with a refund, including the "Do not use this form" part, since you want a replacement device, not a refund.
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