Wi-Fi & connectivity

[Brickyard]

Bought 3 Premier units in January, 2022. Now two of the three have a hard time receiving WiFi signal. One still works. Problem travels with the units. Not a WiFi issue. Let's than 6 months old. Would like free replacements or upgrades to more reliable units. Lots of folks with the same issue, but no results. I can't just toss them and buy new ones. Please help and advise. 

[AvsGunnar]

@Brickyard 

If you have a cable ISP (internet service provider), have you verified that your 2.4 ghz wireless Mode/Protocol in your router is set to b/g/n ?  

Due to router firmware updates issued by these companies (Xfinity/Comcast, Cox, and AT&T, and increasingly,  Spectrum/Charter), it is reported that 2.4ghz devices (not just Roku devices), are having trouble connecting and establishing a re-connection after disconnection.  Many of these routers are being set to g/n and firmware is mishandling this speed protocol setting, so need to change g/n to b/g/n to remedy.

To make this quick change....

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...)

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.

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See if making the above change helps with your issue regarding the two problem devices.

Feel free to provide an update with router model number and ISP if not applicable or still having issues.

[DBDukes]

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@Brickyard wrote:

Bought 3 Premier units in January, 2022. ...

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Just a bit of information. Roku discontinued the Premiere model 3920 in May 2021. Don't misunderstand me, Roku will honor a legitimate sale of a new item, even one that a store had in discontinued stock for seven months.

Do try the suggestions @AvsGunnar made, as what he's suggesting would cause what you're getting. Only if that doesn't resolve it, then you may need to go with a replacement device. But unless Roku has 13-month old unsold stock, or refurbished devices (more likely), it probably won't be a Premiere that you get if a replacement is in order.

But, you will want to follow up on the WiFi checks, because if that is the problem, a comparable replacement will have the same issue, for which you can thank your ISP.

The Premiere was a good device, and you should get good service out of it for years to come.

[Brickyard]

b/g/n nice IS selected with my Century Link ISP. 

[AvsGunnar]

@Brickyard 

CenturyLink does not seem to be affected by the b/g/n issue.  Some routers and firmwares of CenturyLink (CL) did have issues though when legacy b was enabled, so in those routers, had to actually do the opposite of above advice and set those to g/n or n-only.   

Another couple of issues users run into with CL is when they use Special Characters (#, !, %, etc) in their passwords.  Either need to use a different password, or enable Special Character setting (some firmwares located under Advanced, others located under DHCP server settings).

Additionally, try lowering the Bandwidth/Channel Width under the 2.4 ghz Settings to 20mhz and see if connection is made.  Some CL routers do not seem to handle 40mhz and Roku devices very well.

Here are some recommended settings you can try. (try diff. Modes, Channel Settings, and Channel Widths).  Restart router after making changes and also Restart the Roku devices.  You may also have to Reset the Network Connection of the Roku device. (Settings/System/Advanced System Settings/Network Connection Reset/Reset Network Connection).

2.4 GHZ BAND

1. Radio is On/Enabled
2. SSID (network name) is On/Broadcasting
3. Network Mode/Protocol is set to b/g/n (Mixed Mode) [for CL, try g/n or n-only]
4. Bandwidth/Channel Width is set to 20mhz
5. Wireless Channel is set between 1 and 11 (preferably 1, 6 , or 11). Try changing and using different channels. Roku cannot see or use 12,13,14.

* Restart both your Router and your Roku after making above changes.

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A couple of other considerations...

1. Are you using the included power adapter and have these Premiers plugged into the wall.  An underpowered Roku unit will not be able perform properly and will affect the internal components like the NIC/network card.

2. Are you seeing any errors when not connecting? (ie. 14.30 or 14.50 errors)

3. If 1 of 3 devices not working, would consider a device issue.  Since 2 of 3 not working, more inclined to think network issue/network setting on the 2.4ghz band that is contributing to issue.  Different channel selection and lowering bandwidth to 20mhz should help mitigate interference and congestion issues if that is culprit or contibuting factor.

Please feel free to update and explain if any of the above makes any difference or seeing better/worse behavior.