Wi-Fi & connectivity

[Melanie2711]

I was watching my show last night when my internet went out briefly as xfinity tends ro do.

Normally my roku will bounce right back and reconnect but it isn't working at all now.

I've gone through all of the trouble shooting steps (disconnected and reconnected router, roku, reset system, entered internet password multiple times (yes its correct), had xfinity run tests to ensure everything is good.

All my other devices are connected and working fine. 

I've even switched to my other roku and that didn't work either. 

Please help 

Thank you 

[renojim]

What's the model number of your Roku device(s) that's displayed under Settings->System->About and do you get any error messages or codes when you try to connect to Wi-Fi by navigating to Settings->Network->Set up connection->Wireless?

[Melanie2711]

The model is 3910RW 

It says unable.to connect to wireless network and gives me steps to connect which I've done.

[Melanie2711]

I'm sorry it's a 3910rw express +

[sadbob]

I have the same exact problem.  I have T-mobile internet and had a brief power surge last night.  Now only one of my Roku devices works (Roku Express) and the others don't even allow me to get to the Roku menu.

[RokuCarly]

Hi, @Melanie2711 @sadbob!

Thank you for reporting this issue to us. No worries! We're here to find you the best resolution possible.

In this instance, can we try to connect it to an alternative network connection to see if this will successfully connect? Perhaps a mobile hotspot would do. Also, whenever you're trying to set up a connection, does it scan available nearby networks? 

We'll be looking forward to your response as we are more than eager to help you resolve this.

Best regards,
Carly

[sadbob · Accepted solution]

I finally spoke to a knowledgeable person at t-mobile who said that the recent tower upgrade caused my modem to NOT recognize my Wifi name.  So, I went in and got a new modem and sim card and now all Roku devices are connected.  Phew!