Wi-Fi & connectivity

[JJCB101]

Wonder if anyone can help: We have a Roku Express streaming stick, which functioned perfectly until yesterday, when our router stopped working. Got on the phone to the ISP and (cut a long story short) someone somewhere made a change and up came the router again. Connected all our devices, but when it came to the Roku it wasn't having any of it. It can see the router, but can't make the connection. I have tried restarting router and Roku as per the on-screen instructions (several times actually) but no joy. I put a message out on the Roku website, and just had some guy call me from Florida offering to fix it for a one-off $69 fee... As the Roku cost £25 that seems a bit silly, but he said if I bought a new one it would just show the same error. I can't understand why it can see the server but can't connect - they sit next to each other in the media cupboard, and it was working fine. IS it something to do with the channel the router is operating on or something?

[atc98092]

It sounds like your wireless password might have changed, and the Roku is trying to use the former password. In any event, there's an option in the system menu (not at home so can't look to see exactly where) that is labeled Network Reset. If you do that it will remove all stored network information and might allow you to make a fresh network connection. It doesn't reset anything else on the Roku, so you don't lose any saved passwords for individual channels. 
.
And the guy in Florida was a scammer. Never bite on any "service" offered online that requires payment unless you know there's a reputable, such as a company like Best Buy. There's a whole lot of them out there, claiming to be Microsoft, Apple, Roku, or some other company support. 

[DBDukes]

"JJCB101" wrote:
.,, I put a message out on the Roku website, and just had some guy call me from Florida offering to fix it for a one-off $69 fee... As the Roku cost £25 that seems a bit silly, but he said if I bought a new one it would just show the same error. ...

Either:

• Whatever Website you went to wasn’t a Roku Website or


• You put enough information that a scammer contacted you

Roku will not charge you for support.

[RokuTannerD]

Hi there! 

Roku will never charge for support or device activation services. 

https://support.roku.com/article/208757068-will-i-be-charged-for-customer-service-device-activation-...

If you are having an issue with your device, please PM me with your Roku account email address and the serial number of your Roku device from Settings>System>About. I'll have a member of our official support team reach out directly to assist you further and help get things back on track. 

Thanks,
Tanner

[JJCB101]

"RokuTannerDB" wrote:
Hi there! 

Roku will never charge for support or device activation services. 

https://support.roku.com/article/208757068-will-i-be-charged-for-customer-service-device-activation-...

If you are having an issue with your device, please PM me with your Roku account email address and the serial number of your Roku device from Settings>System>About. I'll have a member of our official support team reach out directly to assist you further and help get things back on track. 

Thanks,
Tanner

Hi Tanner, being a newbie on these forums I sent you a pm yesterday, but I notice it is sitting in my Outbox, not Sent Messages - does this mean it is still in draft form? Thanks for the support so far.

[DBDukes]

"JJCB101" wrote:
...
Hi Tanner, being a newbie on these forums I sent you a pm yesterday, but I notice it is sitting in my Outbox, not Sent Messages - does this mean it is still in draft form? Thanks for the support so far.

Just chiming in so you're aware of a couple of things...

Tanner's schedule seems to be Mon-Fri. Roku is west coast, and Tanner's hours seem to be similar. Likely, he only got in to work a couple of hours ago, and was faced with thousands (literally) of spam posts to clean up. He's been very conscientious about responding as soon as he is able, and I would expect he'll get your info soon. It's in his inbox, along with whatever else people have sent to him over the weekend.

About the Outbox... if a message is in the Outbox, it's awaiting the recipient's reading it. If it's still a draft, there's a Draft folder for those. You said it's in Outbox, so you sent it correctly. And, while it's in Outbox, you have the ability to edit or even delete it before he reads it.

[JJCB101]

"DBDukes" wrote:

"JJCB101" wrote:
...
Hi Tanner, being a newbie on these forums I sent you a pm yesterday, but I notice it is sitting in my Outbox, not Sent Messages - does this mean it is still in draft form? Thanks for the support so far.

Just chiming in so you're aware of a couple of things...

Tanner's schedule seems to be Mon-Fri. Roku is west coast, and Tanner's hours seem to be similar. Likely, he only got in to work a couple of hours ago, and was faced with thousands (literally) of spam posts to clean up. He's been very conscientious about responding as soon as he is able, and I would expect he'll get your info soon. It's in his inbox, along with whatever else people have sent to him over the weekend.

About the Outbox... if a message is in the Outbox, it's awaiting the recipient's reading it. If it's still a draft, there's a Draft folder for those. You said it's in Outbox, so you sent it correctly. And, while it's in Outbox, you have the ability to edit or even delete it before he reads it.

Thanks for that, I appreciate the time difference and am happy to wait for someone to get in touch, but did want to be sure my message was delivered.
Regards

[billycat]

Unable to connect to wireless internet. I have several Roku devices. All were working fine yesterday. Then I lost the wifi internet connection on one device, a Roku Premier and have not been able to restore. All others still have a wifi connection and are working fine. I have not changed my wireless password. I have restarted the non-working Roku several times, have restarted the internet. The Roku detects the wireless signal but will not connect. I even moved the Roku to within a couple feet of the wireless router. Other Roku devices are farther away from the router than it was originally. Roku website says my product is not eligible for chat support. Any suggestions? 

[RokuDanny-R]

@billycat 

Thanks for letting us know about the issue that you are experiencing.

Please send me a PM with your Roku account email address, and include the serial number of the Roku device from Settings>System>About. I'll be able to assist you further from there.

Thanks,
Danny

[niktutt]

I am having same issue, can you help me please?

This is happening on both my rokus.  Nikki