HI,*Roku express.*For some reason unknown to me the connection of the streaming channel...

GetHuman2947054's customer service issue with Roku from May 2019

Help with my Roku issue
The issue in GetHuman2947054's own words
HI,*Roku express.*For some reason unknown to me the connection of the streaming channels has been lost.*AND, at present I am unable to re connect to the internet.*I have tried,:*restart----- factory restart--- Contacted the Internet provider --- and none have been able to explain why I cannot connect to the internet.*When we start the roku set up *the WIFI is connected , but then the internet cannot be connected.*also,*the network name airtouch * allows the wifi to connect - but not the internet.*when we scan *the * names are dlink will not connect to wifi or internet*airtouch will go to connect wifi*but will not connect to internet.*SO *I feel that the path that was available giving access to Roku has been removed and I am lost as to how to re connect to the internet.*Maybe I have the wrong network name and pass word.*or when scanning for the name, there is something hindering the connection.**PLease, please help*Thanks,*Ralf

GetHuman2947054 did not yet indicate what Roku should do to make this right.

How GetHuman2947054 fixed the problem
Just read the last * lines of this section and the issue will be resolved. The *st section is all about the issues I had trying to resolve and fix the problem caused when Modum Failed and played around by NBN*Telstra support*NBN and telstra were not able to assist. They were the cause of the ROKU being disconnected.*Reviewed all the issues systematically and recognised the error??? which was caused and hence went into the RoKU section and after the *th attempt to re start re boot and turning on** of both the internet Modum ( Router) which is now in the modum- Roku need to update HELP SECTION.*also tried factory re set but eventually recognised the issues pertaining to my lack of access to the wifi and internet.I was able to re connect in the most simple way. Had to start from the beginning. NETWORK NAME. Neither of the names appearing on the Roku start up -- AIRTOUCH * and LINK were correct. Roku would connect to wifi but not Internet when AIRTOUCH * was used to get ROKU. But this was not connecting to internet. Hence streaming was impossible and Roku was a dud. BUT when the internet was off an error message was shown. That is what helped to solve the issues. Once I found the error - then I had to find out what it meant. But had no idea were to find the connectivity error issues.*The internet gave it to me. -- resolve connectivity on ROKU- and this gave me a list of faults to clear up , plus error code list and there were about ** error code.*Once i found this out the code was reviewed and it came back to the WIFI and Internet connection saying - contact your ISP being the internet service provider. ISP took me a while to know this ISP. Anyway I did that and they assured me that the internet and WIFI were ok. So again I Re booted all. AND also turned the Modem OFF. This was also one of the stumbling block.*Having done it * times before.*TO RESOLVE the Issue I went to the roku after having Worked on the modum.*I disconnected the power from the modum - but before this i pressed the reset button at the back of modum. waited * minutes. re booted the modum and reconnected power. AT which time the rear lights on the modum came on. * greens and * red.*BUT THIS TIME THE Round button with WIFI came on as well. - Prior to this it was not LIT.*Then I went to the ROKU SITE and yes the NEW Network Name was displayed being the NBN * Internet WIFI name given when NBN re connected my computer.*SO it was very simple to Solve. RE booted the modum and made sure wifi light was on. Then went to Roku and saw the telstra Wifi name and the rest was follow the instruction on the Roku set up.
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Customer service issue
Reported by GetHuman2947054
May 19th, 2019 - 4 years ago
GetHuman2947054 shared how to fix
Seen by 11 customers so far
Similar issue to 14024 others
0 customers following this
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GetHuman2947054 started working on this issue
May 19th, 2019 11:37pm
GetHuman2947054 confirmed the issue is fixed. Hooray!
May 23rd, 2019 1:58am
GetHuman2947054 confirmed the issue is fixed. Hooray!
May 24th, 2019 4:30am

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