Wi-Fi & connectivity

[DavidMalan]

We have had the Roku Premiere for about a year and it suddenly stopped working, saying that it can't find any wifi networks to connect to.  All other devices in my home are connected to the wifi without a problem. I've read previous posts on this topic and have tried the following things:

1. Restarted my Roku device and my router.

2. Tried to connect my Roku to a hotspot, but it couldn't find the hotspot either.

3.  Called my internet provider to ask if any changes have been made to the settings in my router.  They assured me that no changes had been made and my wifi is working fine from their perspective.  They believe the issue is with the Roku device.

Is there anything else I can try?  Am I just stuck and need to get a new device?  Not sure I'd go with Roku again if so.

Thanks for your help.

[renojim]

Does it show any available Wi-Fi networks?  What's the model number shown under Settings->System->About?

If it's a 3920, hope it's still under warranty because I've never seen a solution otherwise.

[makaiguy]

Don't be so sure you're getting the straight answer from your ISPs help desk.  In my experience, the front line contact people are often just reading from scripts and are  unaware of what the tech geeks in the back room may be adjusting or changing.

Note that if it is a Premiere model 3920 or 3921, that model has a single band WiFi radio that only operates in the 2.4 GHz band, on channels 1 through 11 as are used in North America, and cannot see the 5 GHz band at all.

Check on your other devices that DO connect as to what WiFi channel they are connecting on.  If they are using anything out of channels in the range of 1 through 11, your Premiere 3920 or 3921 can't even see the signal.

Also, there have been a number of reports lately of people who have routers supplied by their Internet Provider in which the router's 2.4 GHz band was disabled by an update to the router software.   They've had to have their Internet Provider re-enable the 2.4 GHz band, or in some cases swap in a new router with 2.4 GHz support.