Wi-Fi & connectivity

[HughMahn]

Hello, this is the exact same message I have emailed to support and waiting on their response and the exact same message I began the online chat with a representative but she got rude so I ended the conversation so I will try here---"I have been using my Roku with no problems through my phone's hot spot for quite some time, on 11/26/21 I activated a new phone and it works perfect with my computer as it did with the other phone using it as a hot spot but when I tried to connect the Roku the network I labeled is still there and the signal is excellent and the password is the same as with my previous phone so I enter that and click connect it finds the wireless connection fine but when it tries to find the internet connection a red x shows up in the circle with the message "unable to connect to the internet, blah blah blah" and I never had this happen with the previous phone and the computer is connected to the internet with the new phone using the hot spot just fine and with the other phone I could be on the computer and the Roku at the same time so I don't have any clue as to what the problem is, do you"---now I must mention that I did the factory reset on the device, I have also turned off and unplugged everything and then plugged everything back in and turned everything back on and I even deactivated my account and it was suppose to unlink any device and I thought it would totally reset the device back to as if I were starting from the beginning when I first got the device but as soon as I re-created an account and started up the device it brought me to the "let's get started" screen and I thought ok it worked but then it went right back to the connect screen and the same network was already there and I typed in the password and the same result, it connected to the network but could not connect to the internet, it's like I'm stuck in a circle of illogic, does anybody have any suggestions on what I can do to fix this issue, if not, then I think I am going to smash the device with a hammer and buy a new one, thanks...

[AvsGunnar]

@HughMahn 

Before using the hammer...

In the future, just use the factory reset, do not deactivate/close account. (unless you sell or stop using the Roku device completely.)

Navigate to Roku Settings..System..Advanced System Settings..Network Connection Reset..Reset Connection.  Then restart your phone after the Roku automatically reboots.

Then try to connect to your phone's hotspot (2.4ghz band) and see if you proceed to internet to complete setup.  Additionally, check your phone's hotspot login creds.  Verify they are correct for the Roku regardless what your other devices say.  Roku can be a bit finicky so you may have to change your hotspot password to a simpler one (no special characters) until you get a successful connection.

In the alternative, if the old phone is still available to you, see if you can again get to connect the Roku to the internet and then try again with the new phone.  Something may jump out at you as to the cause.

Feel free to post back with an update or if you need more help.

[HughMahn]

Thank you for replying...here's the bottom line, I have tried EVERYTHING you suggested, several times, even leaving the device unplugged overnight and nothing seems to solve the problem, this just doesn't make sense, and I can't get to the settings because every time I go to roku which is on the hdmi setting on my tv the first screen that always shows up is the available networks with my network highlighted at the top so the only option at that time is to go to the password screen which is already entered for me and then click on connect and the "wireless connection" gets the green check mark but the "internet connection" gets the red x, and I was hoping that doing the factory reset would bring me back to the very beginning as when I first got the device but after doing the reset and the "let's get started" screen appears and I click on that it brings me right back to the available networks screen the circle of illogic continues, , it's extremely frustrating, especially because it worked with the previous phone, and I can't use that phone anymore because it is deactivated since getting the new phone, I think the hammer will rear it's ugly head today, thanks...

[RokuDanny-R]

@HughMahn 

Thanks for the posts.

It looks like your are in contact with our Support team. We would recommend continuing to work with them as they would best be able to assist you moving forward with your issue.

Thanks,
Danny