@Ericab1013
I would stay away from the factory reset right now. However, the fact that you did it and no improvement isn't a good sign.
You have a Roku Premiere. However, there were two very different versions of that device. I've had both, and they both worked well. So, let's determine which version. The model number will tell us. Settings > System > About
I'm going to assume you have the model 3920 for now, as that was in production the longest.
Let's confirm a couple of obvious things first. These are things that I'm assuming, but we should confirm all of them. If any of these are not true, that's important, and we need to know, as that will tell us what steps we need to take.
- You have Xfinity Internet service.
- You have Comcast/Xfinity for cable TV service on the same account.
- You are on the Xfinity Internet service that includes to the Comcast/Xfinity cable service.
- You are not at another location.
- Your account is not past due.
I'm not trying to get into your business with that last question, but if Comcast mis-applied your last payment, that could cause the status. Check to make sure your last payment was applied correctly.
If all of that checks out, have you tried removing the app, rebooting the Roku, and reinstalling the app? it's gotta be done in that order.
Generally, a factory reset (which you did) would cover this, particularly if you did the factory reset via the menu system instead of the button. Regardless, give it one more try. keep in mind, the order is important.
- Remove the app
- Reboot the Roku
- Reinstall the app
Don't mix up the order of the steps.
You've done everything you should do, but let's verify these things just to be sure where we are.
DBDukes
Roku Community Streaming Expert
Note: I am not a Roku employee.
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