I think I may have to buy a new player. I've had this one since the week the device was introduced, but since the latest update it is unusable.
Here's the one hour and ten minute support chat I just had at Roku's site:
[Note: I do tech support myself, and I've lost several jobs to offshore companies. I am never happy to see American companies sending these jobs overseas. Nevertheless, my chat agent Ramya was as helpful as could be under these circumstances. Ramya did, however, insist upon framing the issue as a Netflix problem. I do have Netflix issues -- it won't even load now -- but the program I was actually attempting to watch was Leo Laporte's This Week In Tech]
Hello Robert Martin. How may I help you?
Robert Martin9:41:43 AM
Hi, my Roku player juat updated & it's rebuffering way more than it ever did before...I've had the box since the week it was first released and my connection now is much better than it's been in the past -- consistenly testing at 9.2 mbps & 23 ms ping
I am sorry for the inconvenience caused. Not to worry. We are here to help!
May I know the brand name and model # of your Router.?
Robert Martin9:44:12 AM
cisco 1320 - combo modem/router
correction: cisco ddr2200 residential gateway
Ok. May I know the distance between the Router and the Roku.?
Robert Martin9:46:07 AM
Ok. Now is your TV turned ON.?
Robert Martin9:47:19 AM
roku just now brought up the "unable to connect" error window -- but then it recovered by itself and proceeded with the program I was watching
Ok. Now try this. Let's repeat guided setup. From the Roku home screen, select settings > network, then click on repeat guided setup.
And before that please tell me the signal strength you are getting there.
Robert Martin9:49:58 AM
signal strength excellent
Ok. Try to do a repeat guided setup.
Robert Martin9:52:52 AM
i did it connects very quickly
but its still taking a long time to buffer right now...and showing two dots instead of 4
Ok. Now try playing a Movie and check.
Robert Martin9:54:20 AM
I am doing so
Ok. May I know the cable that is connected between the Roku and the TV.?
Robert Martin9:54:57 AM
Ok. Can you please try to check the speed of your internet now.?
Robert Martin9:55:58 AM
just finished buffering. But it didnt resume the video - it started from the beginning and started rebuffering after 15 seconds
You can test your broadband using this site:http://www.speedtest.net
Robert Martin9:56:38 AM
i am there clicked begin test
Ok. Thats fine.!!
Robert Martin9:57:04 AM
download speed 9.2 mbps
it just now finished rebuffering & resumed play
and started rebuffering again
Ok. Now can you try to remove and activate the Netflix channel from Roku.?
Robert Martin10:00:11 AM
I was watching a non-netflix program, but I can do that
Operator has left the chat.
You have been transferred to: Krish
Robert Martin10:01:11 AM
hello krish, are you reviewing the transcript?
You have been transferred to: Ramya
Robert Martin10:01:54 AM
ramya hello again
I am sorry Robert. There was some issue with the Chat session.
Robert Martin10:03:08 AM
I understand I used to do chat support for internet users back in 1997, when it was all dial-up
we used to run 4 to 6 chats at once
Thank you Robert.! And that sounds great to handle 6 chats at a Time. ! That shows your Multitasking Ability. Now can you please go to Settings> Netflix Settings and try to deactivate the player and reactivate it again.
Robert Martin10:05:33 AM
Are you with me Robert.?
Robert Martin10:10:05 AM
retrieving code fir reactivation
Ok. Please go on.
Robert Martin10:12:55 AM
It took a while because I thought you de-activated by removing netflix, so I did that first, after I added it back i de-activated & reactivated. it's back now
Thats Ok. Now try playing any movie and check how its playing.
Robert Martin10:14:24 AM
its still retrieving movie list
it bounced me out of the netflix app, i went back in and again it is "retrieving..."
exact same thing again
Oh.!! Ok. Now please go to settings> Player info and check the software version on your Player.
Robert Martin10:17:38 AM
Ok. May I know whether is this the first time you are linking this player.?
And may I know who is your Internet service provider.?
Robert Martin10:19:13 AM
no I bought this player the week they were introduced, about three or four years ago
Ok. So is this the first time you are facing this issue.?
Robert Martin10:19:47 AM
internet service provider is Centurylink, the local telco
I have had some buffering issues with past firmwares but never this bad
if it's ok with you I'm going to power cycle the player
Ok. Please go on.
And please tell me the serial # of your Roku player.
Robert Martin10:23:34 AM
after restarting, I tried loading Netflix again & it still can't load - bounces me out to the interface.
When it was upgrading, the player rebooted when the upgrade process said "75%" I think oweehaps rgw upgrade did not complete
Ok. Can you please try to contact your Internet service provider and assign this DNS on your Router page and check whether its connecting.
Robert Martin10:29:49 AM
I tried changing my assigned dns just before contacting you...I can certainly do it myself, hold on
Ok. Thats awesome.!!
Please go on and kindly let me know what happens.
Are you with me Robert.?
Robert Martin10:36:40 AM
yes had to look up th router login
Robert Martin10:38:25 AM
set to dns you gave.
opened netflix again - it says retreiving...
Ok. Now try to unplug the Roku ,Replug it back and then try connecting to Netflix.
Robert Martin10:39:35 AM
"launching home screen
Robert Martin10:42:20 AM
I re-opened netflix - "retrieving..."
I am sorry Robert. We have tried all possible trouble shooting steps. But there is some issue with Netflix and Roku. So we are working on it and we will get back to you once the issue is resolved.
Robert Martin10:46:10 AM
okay, I understand...I think the new fienweare may not be perfected - thanks for your help anywat. Can you email a transcript of our chat to firstname.lastname@example.org
I am sorry Robert. We are not authorised to send Email of this script. I am sorry Robert.
Robert Martin10:48:27 AM
thats okay I was able to copy it from this window. thanks anyway
Thats fine Robert.!!! Can I help with anything else?
Robert Martin10:49:21 AM
no thank you - you've been great
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