Forum Discussion

BrySko's avatar
BrySko
Reel Rookie
2 years ago

Re: New Roku TV will not stay connected to Spectrum community wifi

I am also having Wi-Fi connection issues, as are many others by the looks of things.

Model: Roku Ultra 4802X
Software Version: 13.0.0 build 24056-C2

Wi-Fi provided by Spectrum Community Wi-Fi
Signal Strength: Excellent
Wireless Channel: Changes, but most recently 149, 40, 44
Error Code: 016


Wi-Fi Connection Problem does NOT affect other systems (Includes Samsung television, Laptop, Phone, PS5, Nintendo Switch).

When I start the Roku, I have to connect to my Spectrum Community Wi-Fi. If I do not start an app (Spotify, Dropout.tv, AppleTV, etc) within 30 seconds, the Roku loses the Wi-Fi connection, and I have to reconnect.  However, if I do start an app, the connection will remain for hours until I leave the app or the Roku powers down.

I have reconnected countless times. I have restarted the system. I have reset the network connection.  I have completed a factory reset. Nothing has worked.

7 Replies

  • RokuTakashi's avatar
    RokuTakashi
    Community Moderator
    2 years ago

    Hi, BrySko 

    Thanks for posting, and welcome to the Roku Community.

    We understand the network issue you have encountered where you've received the Error Code 016 which is caused by a Wi-Fi signal issue, and requires you to connect to your home network, and we'd be happy to assist you in resolving this issue. For this matter, we recommend performing troubleshooting steps below to address the issue at hand.

    Reset Network Connection

    1. Press Home on your Roku remote.
    2. Scroll and select Settings.
    3. Select Advanced system settings.
    4. Select Network connection reset.
    5. Select Reset connection.

    System Restart

    1. Press Home on your Roku remote
    2. Scroll and select Settings
    3. Select System
    4. Select Power. If you do not see a Power submenu, skip to the next step.
    5. Select System restart

    In addition, it is advisable to restart your router/modem to have an optimal connection once it resets.

    For more information, you can refer to this support article on How to fix internet errors and issues on your Roku streaming device

    Let us know if these troubleshooting steps help, and we'll continue to assist you.

    Best wishes,
    Kash

    • BrySko's avatar
      BrySko
      Reel Rookie
      2 years ago

      Hello Kash,

      I have tried those steps, but they were unsuccessful.

      As stated, if I am in an app, the connection is stable. It is only after exiting an app for 30 seconds, or restarting the Roku, that the connection is lost.

      The Roku indicates that the connection is excellent when connected, but it loses the connection if I take no action. If I connect to the wi-fi and then immediately launch an app, the connection is stable. If I do not immediately launch an app, the connection will be lost within 30 seconds.

      For instance, I launched Spotify 5 hours ago, and it is still connected with no stuttering, buffering, or loss of signal throughout the entire 5 hours, whereas if I leave Spotify, the connection will be quickly lost.

      No other electronics that I own have issues with the wi-fi being lost.

      Please let me know if additional information is necessary.

      • RokuTakashi's avatar
        RokuTakashi
        Community Moderator
        2 years ago

        Thanks for your response, BrySko 

        At this moment, we'd like to collect more details regarding the issue you've encountered so our team can closely look on it, and further investigations will be conducted.

        To assist us in investigating this issue, kindly provide the details below:

        • Internet Service Provider (ISP): Who do you get your internet service from (e.g., Xfinity, Spectrum)?
        • Router/Modem Brand & Model: What brand and specific model of router and modem do you have?
        • Roku Device Details:
          • Model (e.g., Roku Streaming Stick+ 4K)
          • Serial Number
          • Device ID
          • Software OS/Version (You can find this information under Settings > System > About)
        • Tracker ID: When the connection drops, press the Home button 5 times followed by the Back button 5 times quickly. This will generate a Tracker ID. Please provide this number if possible.

        We hope for your response along with the information we have requested to address this matter.

        Best wishes,
        Kash