@lauracc I went into my ISP account and searched for manage internet/devices on the network. I made sure the Roku devices were added and "allowed". The account will show the device and corresponding M.A.C. address. Give the device the permissions it needs to connect. I won't delve into the technical details here. It's pretty straightforward.
In a nutshell, after attempting the recommendations provided by the product support team in so far as restarting the Roku device; whether it's a factory reset or soft reset, and restarting the wifi, etc... If that doesn't seem to work (IT DIDN'T FOR ME), go and make a notation of the M.A.C. address in the About section of your Roku settings, and then head over to your ISP account and tool around in your manage internet stuff (hopefully your account allows you to do this). And make the necessary permission adjustments (IT WORKED FOR ME) Live support is such a time drain.
I have two devices. Once I performed the factory reset with the first one, which didn't work, I then went into my ISP account and gave those permissions, EVERYTHING WORKED. I never needed to do anything to the other device (no resetting). It re-connected and that was that.
Once you see and confirm the M.A.C. address and ensure the service is set to "allow" the device. Go thru the steps again (give it a little time to update the permissions), and it should resume the communication and connection with the Roku device.
In conclusion, I will think twice before continuing my relationship with this product. I've been a loyal user for over 10 years and this has never happened. Unless Roku steps up to the plate and takes ownership of the joint responsibility of ensuring their product complies with the ISP standards instead of just brushing it off as a "faulty" device (what I was told as a possibility for why it wasn't working) or making it the problem of the ISP, I'm moving on to other products when I am ready to upgrade.
Who has time for this type of service interruption? Yes, tech has bugs, but bugs don't crush the competition, only solutions do that.
This pass the buck mentality with brands at the consumer's expense needs to stop. The way you stop it is by shifting your spending to brands that understand who's really boss (YOU ARE).
Apple TV comes to mind and Firestick. During this troubleshooting "exercise" the firestick performed seamlessly with NO Unable to connect issues.
Good Luck!
