Wi-Fi & connectivity

[sarahzoe1]

I have 2 Rokus, a Premier+ and a 3.  They have worked flawlessly for years until today when they both stopped connecting to my home internet through wireless connections.  (No Connection in upper righthand of screen)  I have tried everything but nothing works.  My two computers are working and have a strong internet connection.  My  ISP decided it would be wise to give me a new router. (Simple solution for a complex problem) I'm pretty sure the router I have is fine as it is fairly new and I can access the internet on my computers.  I am a senior who is not technologically savvy.  Seems there is no help for me and I'm feeling pretty devastated.  I do enjoy Netflix but will have to cancel it if my Rokus can't connect to the internet.  Can someone suggest a tech support company I can reach out to? Help, please!

[atc98092]

For both to suddenly lose connection, it's highly unlikely the problem lies with the Rokus themselves. What has most likely happened is your ISP has made a change to your router settings (they can do that with ISP provided equipment) that has impacted the Roku connections. Without knowing exactly which model Premiere you have (there's 2 versions of the Premiere+ and three versions of Premiere) I can only make a guess. But the likely issue is that your router has changed its WiFi channel number on the 5GHz radio to one of the DFS channels, which are not supported by your Roku 3 or the Premiere+ that has a dual band radio. Your computers likely support using a DFS channel, so no problem. Assuming the 2.4 GHz radio is enabled (some ISPs have been turning that radio off) the router might be using channels 12, 13 or 14, which no Roku supports. On 2.4GHz Rokus only work on channels 1-11. Only the latest versions of Roku players support DFS channels on 5GHz. 

By default most routers will automatically use a channel that it feels has less interference, and that channel can change without your knowledge. If the new channel is supported by your WiFi device (such as your computers) it's seamless and you never know it happened. But for devices (like the Roku) that doesn't support every channel, you have a sudden loss of connection, and your Roku cannot even see the WiFi to connect.