Forum Discussion

RBS1's avatar
RBS1
Newbie
12 months ago
Solved

keeps freezing or disconnecting from internet

I see several questions concerning this topic going back several years but no real response! Why does this happen?  Very frequently looses the connection with the internet or freezes.  Extremely ann...
tv & player wifi
  • RokuTakashi's avatar
    RokuTakashi
    12 months ago

    Hi, MrsPam1 RBS1 

    Thanks for posting, and welcome to the Roku Community.

    We appreciate you for bringing this to our attention, and we're here to assist in addressing the issue you have encountered. For this matter, let's perform some troubleshooting steps to resolve it. Kindly follow the instructions below:

    Restart your streaming device. Use the following steps to restart your streaming device from the Settings menu.

    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.

    Restart your modem and router. Use the following steps to restart your modem and router.

    1. Unplug both your modem and router from power
    2. Wait 10 seconds and then plug them back in
    3. Wait for your modem and router to fully restart
    4. Use a phone, tablet, or computer to confirm the internet connection is working
    5. Test the connection on your Roku device

    Once this has been performed, kindly check the status of your Roku TV or Roku device if it maintains a connection. Keep us updated on what you find out.

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

    Best wishes,
    Kash

DeclanNelson's avatar
DeclanNelson
Reel Rookie
11 months ago

I was facing the same problem.

  • RokuTakashi's avatar
    RokuTakashi
    Community Moderator
    11 months ago

    Hi, DeclanNelson 

    Welcome to the Roku Community.

    We understand that you are having an issue with your Roku device freezing and disconnecting from the internet, and we'd be happy to assist. We'd recommend following the troubleshooting step posted above to resolve the issue. 

    If the issue persists, please provide the following details so that we can investigate further. 

    • Roku device model, serial number, device ID, and software OS/version. (These can all be found in Settings > System > About).
    • What specific behavior does the issue show?
    • Is this happening to a specific channel, or does it happen on all of the channels on your Roku device?

    With more information referring to the issue you have experienced, we'll be able to take a closer look into the issue and assist further.

    Best wishes,
    Kash