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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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Tomy
Level 7
‎02-17-2021 10:05 PM

Roku purchase

I purchased a roku a month ago and cannot connect to my WiFi. All of my devices connect to my WiFi except the roku so I’m guessing it’s defective. How do I get in touch with a representative. I will never purchase another roku EVER!!! 

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makaiguy
Level 20
‎02-18-2021 07:36 AM

Re: Roku purchase

You don't say what model Roku you purchased.

Roku models Express, Express+, Premiere, and Premiere+ are budget models and cannot connect to the 5 GHz wifi band, only to the 2.4 GHz band. If you have one of these models and a dual band router with both 2.4 and 5 GHz bands, be sure the router's 2.4 GHz band is turned on.

There have been a number of reports lately of people that have routers supplied by their Internet Provider having their router's 2.4 GHz band disabled. They've had to have their Internet Provider re-enable the 2.4 GHz band, or even swap in a new router.

  • Roku Streaming Stick +, 3810X, Ser YH0059427035, wifi - Samsung UN55ES6100
  • Roku Streaming Stick, 3600X, Ser 5S56D8240827, wifi - JVC EM37T
  • TCL Roku TV 43S425/C107X, Ser X000001R60KV, wifi
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