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strawberrygal1's avatar
strawberrygal1
Reel Rookie
2 years ago

Re: [Solved] Roku TV |Network Connection Issues After OS Update

Hello! I have had my roku for a few years with no previous issues. Lately, I will connect to the wifi once starting the tv but by the time I open an app, such as HBO Max, and click on my show - the roku disconnects from the wifi. I try multiple times and it says I have an excellent connection on the network screen and it will connect but then each time I go back to play my show it disconnects again. My phone and other tv have no issues with a bad signal or any issues disconnecting from the wifi - it just seems to be this tv. I live in an apartment complex so I don't have access to the router but I'm not sure if it is an issue there since none of my other devices have any other issues and the roku itself says that it has an excellent signal. I have tried: software update, network reset, disconnecting and reconnecting, doing a restart, doing a hard factory reset, all multiple times. Not sure what else to try, any help is appreciated. This is the onn. Roku tv model 100012589. 

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  • RokuEmmanuel-D's avatar
    RokuEmmanuel-D
    Community Moderator
    2 years ago

    Welcome, strawberrygal1.

    Thanks for taking the time to post it here in the Roku Community!

    We understand that you're experiencing unintended behavior with your Roku, which keeps you disconnected from the internet. We are here to help you investigate this issue. For further review and case investigation, kindly provide the following information:

    • Roku device model, serial number, device ID, and OS version. (these can all be found in Settings > System > About)
    • Tracker ID (when you see this issue occur, press the Home button five times, followed by the Back button five times, and provide us with this ID)
    • Internet Service Provider (ISP)
    • Router/Modem Brand & Model

    With this information, we can forward the issue to our appropriate Roku Team for a thorough review and to determine the root cause of the problem.

    Please keep us posted for faster resolution.

    All the best,
    Emman

    • strawberrygal1's avatar
      strawberrygal1
      Reel Rookie
      2 years ago

      Thank you for getting back with me! Here is the info requested. 

      Device Model: Roku onn model 100012589. 

      Serial #: X00700418MFA

      Device ID: S06D50918MFA

      OS Version: 13

      I clicked on my show and it managed to play but as soon as I backed out of it, it had disconnected from the wifi. The tracker ID for that is: FA-263-508. 

      Thanks again!