Wi-Fi & connectivity

[LilTrav]

Yesterday my Roku Express would no longer connect to home wifi. I did every troubleshooting thing possible. Then I figured, hey, maybe it's just old or busted (even though its only 1 year old and has never had an issue before) so I went and bought a totally new Roku Express. 

I got home, took everything out of the package, hooked it all up, and the same thing happened, it wouldn't connect to my wifi. 

Is there possibly something going on with Roku's servers or software?

I cant get ahold of a live person, so if anyone can help I'd be most thankful.

[RokuKariza-D]

Hi @LilTrav

Thanks for reaching out here in the Community!

If you are getting an error code or message, refer to this link for common Roku error codes and their recommended actions: What should I do if I cannot connect to my home network or the internet?

Furthermore, some of the Roku Express models are single-band wireless devices and are 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. You can check your device model by navigating to Settings > System > About or underneath the player itself.

You can also try configuring your router and use wireless channels 1, 6, or 11 which are the preferred channels in North America. Each time you change the wireless channel, you will likely need to apply/save changes before you are prompted to restart the router.

Please keep us posted on how it goes.

All the best,
Kariza

[LilTrav]

Thank you for getting back to me. I did ALL troubleshooting possible, and even went as far as buying a new Roku Express unit with remote. That also is not working and will not connect to my wifi. 

My wireless router is fine and I called Xfinity to check, something is not working with Roku. I see a lot of others having issues just like mine. 

So what are our next steps? If this cant be resolved, you will lose a customer and I'll have to take my business elsewhere. 

[renojim]

For your new Roku, try using the hotspot on your phone, if possible, and connect to that just to get through the initial setup.  Make sure the hotspot is set to use 2.4GHz and a channel from 1 to 11.

It's possible you have two bad Roku devices, but very unlikely. The new one can be returned, but it sounds like the other may be out of warranty.

Roku's servers have absolutely nothing to do with the ability of your devices to connect to your network.  Saying, "I did every troubleshooting thing possible" isn't particularly helpful.  If you have multiple Rokus that won't connect to your network it points to something particular to your Wi-Fi configuration even if every other device you own is connecting.

Dealing with Wi-FI problems can be difficult, especially remotely.  All anyone can do is make suggestions, but you've already stated that you did "every troubleshooting thing possible", so I won't make any.  What I will suggest is getting a Roku device with an Ethernet jack and use an Ethernet cable.  Your Wi-Fi issues will be gone.