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Relampago's avatar
Relampago
Newbie
2 years ago
Solved

Not connected all day issues no help

I have had issues all day with this it keeps saying #not connected I reset my Router and even called my internet provider and still nothing everything in my has the needs wifi is working except Rokus in my house does anyone have any idea what to do next I talked with someone over the phone from Roku and all they said was contact you internet provider. Well that didn’t work

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

    Hi Hellion77,

    Greetings and welcome to the Roku Community.

    We want to thank you for sharing this information with us, and we understand your concern. Have you tried contacting your internet service provider to see what resolution they can provide with this? Since your Roku device was able to connect to a mobile hotspot, there might be an issue with the wireless connection on your modem/ISP. 

    All the best,
    Kash

  • RokuTakashi's avatar
    RokuTakashi
    2 years ago

    Hi Hall1 ladeedadee,

    Thanks for posting here in the Roku Community!

    We understand the network issue you've encountered, we would like to know more about this so we can find the best solution and fix this issue. May we know what Roku device are you using? in addition, what troubleshooting steps have you done so far to resolve the issue?

    Furthermore, have you tried connecting to an alternative network such as a mobile hotspot to see if you're able to maintain a connection? 

    Your response would be much appreciated.

    All the best,
    Kash

  • RokuTakashi's avatar
    RokuTakashi
    2 years ago

    Hi LibbyG,

    Greetings!

    Thanks for reaching out to us here for support, and we appreciate your efforts in attempting to resolve the issue. Here are some troubleshooting steps that commonly resolve network connectivity issues:

    • Network Connection Reset - Navigate to Settings > System > Advance System Settings > Network Connection Reset.
    • System Restart - Navigate to Settings - System - Power > (skip if no sub-menu) System Restart.
    • Restart your router/modem.
    • Factory reset (last option) For more information about how to perform a factory reset on a Roku device, visit our Support page here: System restart or factory reset your streaming device

    We hope this works, and tell us more about what you find out.

    Wishing you the best,
    Kash

  • RokuTakashi's avatar
    RokuTakashi
    2 years ago

    Hi ladeedadee,

    Thanks for the post.

    We assure you that we have acknowledged your concern regarding the Roku Express not maintaining a connection to your network. One last suggestion we recommend is to try to connect to an alternate network, such as a mobile hotspot or other network connection. 

    If your Roku device is still not connecting to an alternate network, please inform us here.

    All the best,
    Kash

17 Replies

Replies have been turned off for this discussion
  • renojim's avatar
    renojim
    Community Streaming Expert
    2 years ago

    What happens when you go through the procedure under Settings->Network->Set up connection->Wireless?  Do you get any error messages or codes?

    • Hellion77's avatar
      Hellion77
      Newbie
      2 years ago

      I can connect using a mobile hotspot from my phone but can't connect with my modem or wifi hotspot even though it tells me it is connected and the connection is excellent.  I've restarted the tv and the modem to no avail.  Any ideas?

      • RokuTakashi's avatar
        RokuTakashi
        Community Moderator
        2 years ago

        Hi Hellion77,

        Greetings and welcome to the Roku Community.

        We want to thank you for sharing this information with us, and we understand your concern. Have you tried contacting your internet service provider to see what resolution they can provide with this? Since your Roku device was able to connect to a mobile hotspot, there might be an issue with the wireless connection on your modem/ISP. 

        All the best,
        Kash

  • Hall1's avatar
    Hall1
    Reel Rookie
    2 years ago

    My Roku's also stopped working today..  they connect, but then disconnect soon after. What is going on Roku?

    • Hall1's avatar
      Hall1
      Reel Rookie
      2 years ago

      I get error code 003 during the software update...

  • ladeedadee's avatar
    ladeedadee
    Reel Rookie
    2 years ago

    same here! this exact thing was happening a couple months ago, and I tried all of the troubleshooting steps to no avail. Literally everything else in my home that's connected to my wifi was working just fine; it was only the roku that wouldn't connect. I tried reaching out to roku support and it was a long, fruitless process, seeing as how they just told me to try all the steps that I had already tried on my own. After all that, they told me that my roku was outdated and I needed to get a new one (go figure, right). I did, and THE EXACT SAME THING IS HAPPENING! This is beginning to give "Scam" vibes, where you buy a roku, it works for a bit, then it stops working and now it's suddenly outdated and you have to buy a new one. I'm fed up with this thing! If you figure out how to get yours back working, please comment.

    • RokuTakashi's avatar
      RokuTakashi
      Community Moderator
      2 years ago

      Hi Hall1 ladeedadee,

      Thanks for posting here in the Roku Community!

      We understand the network issue you've encountered, we would like to know more about this so we can find the best solution and fix this issue. May we know what Roku device are you using? in addition, what troubleshooting steps have you done so far to resolve the issue?

      Furthermore, have you tried connecting to an alternative network such as a mobile hotspot to see if you're able to maintain a connection? 

      Your response would be much appreciated.

      All the best,
      Kash

      • ladeedadee's avatar
        ladeedadee
        Reel Rookie
        2 years ago

        It’s a Roku express and I tried restarting my router (multiple times), restarting the actual device (multiple times), connecting to my hotspot, then ultimately factory resetting 3x and nothing worked. I even thought maybe it was my tv, but I hooked up another device to it and it worked fine. So, it’s the Roku, not the tv, not the internet. I’ve never moved my router so there’s no obstruction. I even tried changing the hdmi cord to all 3 outlets in the back of my tv, in case one of the outlets had a short or something, but still nothing. A complete waste of money 

    • LibbyG's avatar
      LibbyG
      Newbie
      2 years ago

      We are having the same issue with our Roku Ultra.  It was working fine, has been since we got it several years ago, and then suddenly yesterday it wouldn't connect.  We did all the things Roku support suggested, including hotspot on my iphone, and they said to contact our network provider, AT&T.  But our computers work fine, so there's nothing wrong with our router.  I still contacted AT&T and they found no issues with our network.  What can we do?  I don't really want to buy another device, especially since someone on here said the same thing happened with it after a while!!  

       

      • ShinyHobbit's avatar
        ShinyHobbit
        Reel Rookie
        2 years ago

        We got the issue fixed! What solved it for us was restarting our router and then doing a factory reset on our Roku device. If restarting the router doesn't resolve the issue, then I would definitely suggest doing a factory reset on the Roku device having the issue.