Help

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.
cancel
Turn on suggestions
Auto-suggest helps you quickly narrow down your search results by suggesting possible matches as you type.
Showing results for 
Show  only  | Search instead for 
Did you mean: 
wthomprn
Level 7
‎07-21-2020 11:22 AM

internet connection

I received a Roku Premiere as a gift, the third for my home. This one will not pick up the internet and is placed beside the internet connections (router/wifi). I have reset/restarted the device many times and followed all of the trouble shooting guides to no success. Are there any other options to try. I did try to return it as it appears defective, however, there is a 30 day manufacturer period that was exceeded and the phone number give left a message to contact ROKU via email, which is how I got to this forum. I cannot find a way to contact the company direct. 

Please help, love the product, just not this one.

Bill

0 Kudos
Reply
2 REPLIES 2\
makaiguy
Community Streaming Expert
‎07-21-2020 06:47 PM

Re: internet connection

It is actually possible to be TOO near the router such that the signal overwhelms the Roku's wifi receiver. If you have the flexibility to move things around to increase the spacing between Roku and router, see if that helps. Using a longer HDMI cable will give you increased flexibility for Roku placement.
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.".

Streaming Stick 4K+ 3821 | Streaming Stick+ 3810 | TCL Roku TV 43S245/C107X
0 Kudos
Reply
wthomprn
Level 7
‎08-10-2020 07:40 AM

Re: internet connection

I have continued to try and solve my connection issue. I have purchased a longer USB cable to move further away from my modem. I finally, took a TV down from another room that I use the ROKU premium on and it worked just fine. It appears that this device is defective. How can I now get another device? Please help, I have been trouble shooting for 3 weeks now.

Thank you, Bill

0 Kudos
Reply