Forum Discussion

ThomasEElam's avatar
ThomasEElam
Newbie
2 years ago
Solved

Losing connection to Verizon Wireless 5g router

My 3810X Roku is randomly losing connection to my wireless Verizon home router. When I try to reconnect via the Roku menu the Roku does not even see the router SSID. It always sees my neighbors' routers.

The only solution is to cold boot the Roku to get it to see the router. Sometimes it works for days, sometimes a few hours. I have 20 other devices on the system and none have any issues. Speedtest shows 50-100 mbps download speed at the Roku in question. When it's working I get an occasional pause. 

I have tried rebooting the router and did a factory reset. Nothing helps.

Advice appreciated.

tv & player wifi
  • AvsGunnar's avatar
    AvsGunnar
    2 years ago

    ThomasEElam 

    The three most common issues with Verizon 5g Home Internet and Roku devices is the use of DFS Channels (52-140), IPv6, and the use of WPA3 Security Standard.

    Since you cannot see your SSID (network name) at times, the most likely issue is that your router is configured to use DFS channels (52-140).  Currently, Roku devices cannot see or use DFS channels so should either disable DFS in your router/gateway settings or set the 5ghz band channels to manually use a channel between 36-48, or 149-161.  Each time your router automatically switches to a DFS channel, the Roku device will disconnect/lose connection.  Until the router switches to a non-DFS channel, the Roku device will be unable to connect or see the network.

    It seems unlikely that the Wireless Receiver in the 3810 is faulty since still sees your neighbor's SSIDs.  Kind of points to a setting on your network that should be investigated, and I would start by disabling DFS and see if your issue is improved.

    The other two issues mentioned above would not prevent the SSID from being seen, but would affect actually connecting the Roku device to the network (WPA3 usage rather than WPA2 or WPA2/WPA3) and internet access (using IPv6 by default rather than IPv4/IPv6) (internet traffic/streaming).  You can safely rule these out for now.

  • RokuJechealR's avatar
    RokuJechealR
    2 years ago

    Hi Kgrinnell3523,

    Welcome, and thanks for reaching out to the Roku Community!

    Please be aware that a Roku TV may have trouble connecting to a 5GHz wireless network for a few different reasons. Firstly, the router may have switched to an incompatible 5GHz channel, which Roku devices cannot detect or use.

    Alternatively, the Wi-Fi module on the Roku TV may have failed, although this can be ruled out if the device can still see the 2.4GHz band and displays a valid MAC address in the Settings > Network > About menu.

    Finally, it could be a simple issue with the Roku TV recognizing the 5GHz radio, so performing a System Restart or Network Connection Reset may resolve the issue.

    By trying these different solutions, it is possible to troubleshoot and resolve connectivity issues with a Roku TV on a 5GHz network.

    All the best,
    Chel

9 Replies

  • AvsGunnar's avatar
    AvsGunnar
    Community Streaming Expert
    2 years ago

    ThomasEElam 

    The three most common issues with Verizon 5g Home Internet and Roku devices is the use of DFS Channels (52-140), IPv6, and the use of WPA3 Security Standard.

    Since you cannot see your SSID (network name) at times, the most likely issue is that your router is configured to use DFS channels (52-140).  Currently, Roku devices cannot see or use DFS channels so should either disable DFS in your router/gateway settings or set the 5ghz band channels to manually use a channel between 36-48, or 149-161.  Each time your router automatically switches to a DFS channel, the Roku device will disconnect/lose connection.  Until the router switches to a non-DFS channel, the Roku device will be unable to connect or see the network.

    It seems unlikely that the Wireless Receiver in the 3810 is faulty since still sees your neighbor's SSIDs.  Kind of points to a setting on your network that should be investigated, and I would start by disabling DFS and see if your issue is improved.

    The other two issues mentioned above would not prevent the SSID from being seen, but would affect actually connecting the Roku device to the network (WPA3 usage rather than WPA2 or WPA2/WPA3) and internet access (using IPv6 by default rather than IPv4/IPv6) (internet traffic/streaming).  You can safely rule these out for now.

    • Kgrinnell3523's avatar
      Kgrinnell3523
      Newbie
      2 years ago
      • I did all mentioned above and I still can’t connect my Roku tv to Verizon 5g Internet. Verizon is of no help either. They transferred me to 4 different people, none of them were able to give me any advice or help.
      • RokuJechealR's avatar
        RokuJechealR
        Retired Moderator
        2 years ago

        Hi Kgrinnell3523,

        Welcome, and thanks for reaching out to the Roku Community!

        Please be aware that a Roku TV may have trouble connecting to a 5GHz wireless network for a few different reasons. Firstly, the router may have switched to an incompatible 5GHz channel, which Roku devices cannot detect or use.

        Alternatively, the Wi-Fi module on the Roku TV may have failed, although this can be ruled out if the device can still see the 2.4GHz band and displays a valid MAC address in the Settings > Network > About menu.

        Finally, it could be a simple issue with the Roku TV recognizing the 5GHz radio, so performing a System Restart or Network Connection Reset may resolve the issue.

        By trying these different solutions, it is possible to troubleshoot and resolve connectivity issues with a Roku TV on a 5GHz network.

        All the best,
        Chel

  • lapi-slazuli's avatar
    lapi-slazuli
    Reel Rookie
    4 months ago

    Yeah, I’ve actually run into this exact issue with my Roku and Verizon gateway router before. Drove me nuts—everything else in my house worked fine, but the Roku would randomly drop Wi-Fi and refuse to see my network while still picking up my neighbors'. I’d restart it, sometimes it’d work for a few days, then boom—same problem again.

    To fix my Roku connection with Verizon Router I change Wi-Fi Channel & Bandwidth.

    • Log into your Verizon router: myfiosgateway https://www.fiosgateway.org/
    • Go to Wi-Fi Settings > Advanced
    • Switch your 5GHz channel to 36, 40, or 44 (avoid DFS channels)
    • Set bandwidth to 20 MHz for stability

    Force Roku to 2.4GHz (If Possible) if your 5GHz is unstable

    Some Roku models work better on 2.4GHz than 5GHz.

    • Go to Verizon Router Settings 
    • Name 2.4GHz & 5GHz SSIDs differently (e.g., "HomeWiFi" & "HomeWiFi-5G")
    • Connect Roku manually to the 2.4GHz band

    Turn Off "Auto" Power-Saving on Roku

    Roku sometimes disconnects when it tries to save power.

    Go to Settings > System > Power > Auto Power Savings
    Turn off "Reduce Power After 15 Minutes"

    Assign a Static IP to Roku

    If the router isn’t recognizing the Roku consistently, a static IP can help:

    • Go to Network > DHCP Settings
    • Assign a fixed IP to your Roku’s MAC address

    Last Resort: Use Ethernet or Wi-Fi Extender

    If nothing works, try an Ethernet adapter for Roku (if supported)
    Use a Wi-Fi extender closer to the Roku to stabilize the signal

  • RokuERey's avatar
    RokuERey
    Retired Moderator
    2 years ago

    Hi ThomasEElam,

    Thanks for reaching us here in the Roku Community!

    We appreciate you for flagging us about this. Have you made some changes to your router recently? Also, when did you start seeing the issue occur? 

    Please let us know more about this so that we can further assist you.

    Thanks,

    Rey 

      • RokuJechealR's avatar
        RokuJechealR
        Retired Moderator
        2 years ago

        Hi KB17,

        A warm welcome to the Roku Community!

        Thanks for letting us know about the connectivity issue you experienced and when it started. We'd like to take action on this, but we need more details to see if there are any options we can investigate further.

        Refer to these questions to better identify the issue you're experiencing:

        • What Roku device are you using right now? (e.g., Roku Express, Roku Streambar, Roku TV—specify TV)
        • Does the connectivity issue happen when streaming on a specific channel or all the channels installed on your Roku device?
        • Are you encountering any error codes or messages? If so, can you send us a photo?
        • Are there any changes in the setup or settings of your Roku device or your network provider that might cause the problem?
        • What steps have you taken to resolve the issue?

        For troubleshooting purposes, have you tried to connect your Roku device to alternative wireless networks, such as a mobile hotspot, to see if you are still experiencing the same issue?

        In addition, if you are getting an error code or message, visit this link for common Roku error codes and their recommended actions: What should I do if I cannot connect to my home network or the internet?

        Please keep us posted with the above information, and we'll continue assisting you from there.

        All the best,
        Chel