Forum Discussion

jeweliann's avatar
jeweliann
Reel Rookie
3 years ago

roku branded tv (from best buy) always disconnects from internet

so i’m pretty sure these tv’s are a new release, as well as a best buy exclusive. we got ours about a month or two ago and it just always disconnects from the internet. like not even to where you can...
RokuDanny-R's avatar
RokuDanny-R
Retired Moderator
3 years ago

Greetings jeweliann 

Welcome to the Roku Community and thanks for posting regarding the issue you are experiencing with your new Roku branded TV. I'm sorry to hear about the experience—that's not what we aim for.

We would be more than happy to look further into this issue for you, but we need more details. 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)
  • wireless router brand and model
  • who is your ISP (internet service provider)
  • steps to reproduce the issue you are seeing 

Once we have this information, we will be able to pass it along to the appropriate Roku team to investigate further. We look forward to hearing back from you.


Thanks,
Danny

  • jeweliann's avatar
    jeweliann
    Reel Rookie
    3 years ago

    hi there danny !

    model: 55R6A5R

    hardware id: G851X - Roku TV

    serial number: X01300STTD5D

    device id: S0NX72DTTD5D

    software version: 12.0.0 build 4182-ET

    issue/tracker id: 5D-220-119

    our isp is xfinity and i’m not too sure about the router brand and model as i’m living with roommates. but i’m almost certain the issue is with the software of the tv since no other devices in the house have any issues alike this one. as far as steps to reproduce the issue go, i don’t know. we’ll just be watching something and it’ll stop abruptly and say that it’s not connected to the internet. when you try to reconnect it ( settings > network > set up connection > wireless connection ) it’ll just stay on the wireless scan screen and not find anything. the only way to get the wireless scan to go away is turning the tv off and then back on with the remote. and the only way to get the device connected again is restart the device ( settings > system > power > system restart ).