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Melam965
Newbie

Less than a year and just stops working

I’ve had this Roku Express less than a year. Suddenly today it wouldn’t connect to wifi. My wifi is visible and shows excellent strength. All my other devices are connected to my wifi and doing fine. Apparently they don’t offer live help for this model? Never heard of that before…

Tried unplugging, factory reset, restarting router etc. nothing works. Looking for recommendations on other brands if anyone has any they are looking at or one that would have a more responsive/helpful customer service?

Thanks! 

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2 REPLIES 2
RokuLianna
Retired Moderator

Re: Less than a year and just stops working

Hi  @Melam965,

Thanks for keeping in touch!

Please be advised that your Roku Express+ (3910X) is only compatible with wireless b/g/n networks on the 2.4 GHz spectrum. Ensure that your router is broadcasting a 2.4GHz Wi-Fi network for the device to connect to.

If you need help modifying your wifi settings, we suggest contacting your internet service provider as they have the proper training on how to navigate their router settings.

Let us know how it goes.


Warm Regards,
Lianna

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makaiguy
Community Streaming Expert

Re: Less than a year and just stops working

@Melam965-

Your problem may have been caused by an update to your router which affects some Roku models. The update changes the router's wifi connection parameters for the 2.4 GHz band from b/g/n to g/n. This has been reported with equipment from Comcast/Xfinity, Cox, and more recently AT&T, but there may be others.

Affected users report the Roku identifies the local network as available and rates the connection quality, but will not then connect.

The fix is to switch the router 2.4 GHz configuration protocols from the g/n wifi set by the update back to b/g/n.

If you don't have access to your router's configuration controls or just don't know how to do this you may have to have your internet provider do it for you.

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