Forum Discussion

Skypster's avatar
Skypster
Reel Rookie
4 years ago
Solved

Internet connection is fine but ROKU won't connect.

I posting this because while I think I found the answer here, I wanted to verify with 'the experts':-) Also, I'm posting this for my sisters, who are 1100 miles away. My sister and her husband recen...
tv & player wifi
  • renojim's avatar
    renojim
    4 years ago

    Since they have Comcast/Xfinity, make sure the wireless mode is set to b/g/n and not g/n.                                          

Joejoejoe's avatar
Joejoejoe
Channel Surfer
2 years ago

RokuAnjelie, I have multiple Roku devices. Roku tv, firestick, and Roku streaming sticks

All apps on the devices were working well until last week. The Roku quit working. I will get to the Roku channel. But then I get a playback error on firestick and end endless load symbol on the other devices.

I have Astrea cable here.

All other apps work as they did, even on the Roku tv.

 

I did use my Verizon. Hotspot on the Roku tv. And, It did work properly.

 

Also, in the blogs, it said to change wireless channel to 1. I did so. But it did not help.

I am on 5g on the wireless. But it did not seem to help by going to 2.4g.

 

Again, Roku connects to internet.  But, will not playback.

RokuTakashi's avatar
RokuTakashi
Community Moderator
2 years ago

Hi Joejoejoe,

Thanks for your first post in the Roku Community!

We understand that you are having trouble with The Roku channel. We would be happy to look further into this issue, but we will need more detailed information. Can you please provide us with the following information:

  • Roku device model, serial number, device ID, and software OS/version (these can all be found in Settings > System > About)
  • Tracker ID when this issue occurs (when you see this issue occur, press the Home button 5 times, followed by the Back button 5 times, and provide us with this ID).
  • When did you start seeing this issue occur?

Once we have this information, we will be able to pass it along to the appropriate Roku team to investigate further.

All the best,
Kash

  • Joejoejoe's avatar
    Joejoejoe
    Channel Surfer
    2 years ago

    You have asked me the same questions over and over.  Then you reply that somebody will contact me by email or phone.  Again! All devices have this playback issue.  Not! Internet connection issue.

     

    My claim number from Roku: 797906

     

    Mod number: 55S435

    Ser number: X01200C2UT3F

    Device ID: S08081C2UT3F

    Software ver: 12.0.0 Build 4190CG

     

    Tracker ID: 3F-304-939

    • RokuJohnB's avatar
      RokuJohnB
      Community Moderator
      2 years ago

      Hi Joejoejoe,

      Thanks for keeping us posted!

      Please be aware that we have passed along your information to the appropriate Roku team to investigate further. Once more information is available, we will be sure to update this Community thread.

      We appreciate your patience and understanding in the meantime.
      Thanks,

      John

  • Joejoejoe's avatar
    Joejoejoe
    Channel Surfer
    2 years ago

    Still no feedback.  Are you looking at the issue?