Wi-Fi & connectivity

[Joshill]

Please help, I have tried all of the usual wireless connection troubleshooting. Roku sees the network but first wireless connection gets a red X. I know the problem is with the 2.4 or 5 selection but I cannot access any of the settings on my router, there are no b/g/n selections or channels. Even when I give the 2.4 a different name and password the Roku sees it but will not connect. It was working fine when I set up the connection a few weeks ago with new router then had a power surge 2 nights ago and won’t connect. 

[atc98092 · Accepted solution]

My Gateway is the TG3482G, which doesn't have any issues with Roku devices and the mode setting. But I still put it in bridge mode and installed a Linksys router as my Internet firewall. Comcast restricted me from access channel selection, mode and channel width setting, and a few others. So that was my solution to have complete control. Since I'm in Bridge mode, I can't access the router from the web interface. 

Some users have been able to access the Gateway mode settings by using the Xfinity app on their phone. Again, mine was locked out (perhaps because I am renting the Gateway, but I don't know for certain). But I would try using the app and see what settings you can access.

Unless your Premiere is the original 4620/2630, it doesn't support 5 GHz WiFi, so just concentrate on the 2.4 GHz settings. First try to set the mode to B/G/N, and from there you can experiment with a different channel assignment. Use 1, 6 or 11. 

[Joshill]

Thanks so much for the info Dan. My premier is the 3920X model. I have the Xfinity app but can’t access any of the settings or channels. I can create a different network name and password for the 2.4 which I did and still have the same network error code when trying to connect. 

[makaiguy]

@Joshill-

Setting a different net name for the 2.4 GHz network name than for the 5 GHz band can be helpful when you have a Roku that supports both 2.4 GHz and 5 GHz wifi bands in that it permits you to choose which band the Roku will connect to.  Since your Premiere will see the 2.4 GHz band only, changing the net 2.4 GHz name really doesn't make much differenc as it can't see or connect to 5 GHz anyhow. 

If your ISP has ill-advisedly set its 2.4 GHz connection parameters to g/n instead of b/g/n, your Premiere will see the local network as available and rate the connection quality, but will not then be able to connect to the internet. The fix is to switch the 2.4 GHz router configuration protocols from g/n back to b/g/n.

Thanks to forum user @AvsGunnar for providing the links below for instructions on reconfiguring router settings for the listed internet suppliers. If you can't do this yourself, as mentioned by @atc98092  you may need to contact your internet provider to make these changes for you:

• Xfinity / Comcast → ( https://www.xfinity.com/support/articles/change-wifi-mode-admin-tool-xfinity-xfi ) with a walkthrough ( https://community.roku.com/t5/Network-Wireless-Wired-Connections/Error-014-30-stuck-for-three-days/m...)
  
  

And for those reading this thread who may have equipment from other ISPs:

• Cox → (https://www.cox.com/residential/support/managing-your-in-home-network-with-my-wifi.html)
  
  
• AT&T → (https://www.att.com/support/article/u-verse-high-speed-internet/KM1046172). You can select your appropriate router from the drop down menu.

[Joshill]

Thanks for the links. Went into the 10.0.0.1 and all selections are greyed out with the same, “these settings are now being managed automatically to help optimize your home network and provide the best performance possible.” as on app. So I guess I have to get on the phone with Xfinity. So frustrating 4 hours+ into researching this. Why did it even happen? I was connected with no problem for weeks. 

[Joshill]

Thanks again @makaiguy at least I can tell them I need to switch the 2.4 GHz router configuration protocols from g/n back to b/g/n👍I’ll let you know how it goes!

[atc98092]

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@Joshill wrote:

Why did it even happen? I was connected with no problem for weeks. 

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Because Comcast feels they know what you need better than you do, and decided they will not allow you control of your network. In most cases they probably get the settings alright, but this is one example where they aren't as smart as they think they are. As to why it happened now, it's likely that Comcast just got around to reconfiguring your modem. This all started several months ago. I already explained why I took control away from them by using my own router. 

[Joshill]

Thank you Dan! I appreciate your help so much😁

[Joshill]

@atc98092 and @makaiguy 

only took half an hour on the phone with tech support and they sorted it out! Thank you both so much for your help, you’re awesome🤩

[makaiguy]

@Joshill-

I'm glad you finally got help from Xfinity.  But half an hour?  It shouldn't have taken over 5 minutes.  This has been going on for months now, and the solution should be well known by all their front line support people.  The incompetence in this industry is really frightening sometimes.