I have the same problem.  I have spent over 15 hours trying to get it resolved.  Wait times are usually 50 minutes for each call.  It will likely take multiple calls.

Once I got the issue raised to Level 2, calling in took even longer.  I would wait on hold for 50 minutes only to be told the “Level 2 is closed”.  It didn’t matter what time I called.  11 AM closed.  1 PM closed.  4 PM closed. 50 minutes wait time for each call.

If this is a new purchase, you would be better off returning the unit and buying another brand.

Hi, I was waiting for the connection 1 h 10 min. Next one h was trying to do something with my ROAM, without success. 
Roam has 3 years and was working perfect till the last app upgrade. Now my Roam is useless as also BT is not working. My Ray is working perfect. 
I am waiting for the reply from Level2. 

Finally! It’s is working. Miracle!

I tried to reset Roam, there was update, and….. huraaaaa!

working.