Forum Discussion

eboyle132's avatar
eboyle132
Reel Rookie
2 years ago

Roku Streaming stick, connection issue using Xfinity network

Roku model: 3820X2 Internet Provider: Xfinity 500mbps plan I bought my Roku Streaming Stick specifically to view long videos on Youtube for a bit of ambient scenery. My Roku Streaming Stick w...
tv & player wifi
RokuERey's avatar
RokuERey
Retired Moderator
2 years ago

Hi av8rhutch,

A warm welcome here in the Roku Community!

We see that you're having the same issue on your Roku Streaming Stick and we appreciate you for letting us know about this. We'd like to be of support here and see how we can get you started.

You mention that this happens after the change with your ISP right? It may be possible that your system is outdated or the signal strength of your network connection is poor. You can perform the steps below on the device. 

Reset the network connection
  1. Press Home on your Roku remote.
  2. Scroll and select Settings.
  3. Select Advanced system settings.
  4. Select Network connection reset.
  5. Select Reset connection.

You can also refer to more troubleshooting on our support page here: How to fix internet errors and issues on your Roku streaming device.

Let us know if this works or if there's anything else we can further assist you.

Regards,
Rey

av8rhutch's avatar
av8rhutch
Channel Surfer
2 years ago

Signal strength is excellent and at 325Mps. TV is 15 feet from gateway. Other TV is further from the gateway is switched to a firestick and works perfectly.  Have done the reset, turned of bandwidth saver, turned off power saver, done system update, done factory reset. Kind of running out of options.

  • RokuJohnB's avatar
    RokuJohnB
    Community Moderator
    2 years ago

    Thank you for keeping us posted, av8rhutch!

    We'll be glad to assist you further with this concern that you have with the Roku streaming stick since it will disconnect from your Wi-Fi. Please try to move your Roku device closer to your network router.

    Please try doing this and see if it helps with what you're experiencing.

    Regards,
    John

    • av8rhutch's avatar
      av8rhutch
      Channel Surfer
      2 years ago

      It's practically on top of the router now, don't think that's the issue.  Excellent/fast  signal.

      • RokuJechealR's avatar
        RokuJechealR
        Retired Moderator
        2 years ago

        Hi av8rhutch,

        Thanks for the response!

        These have primarily been reported before with routers supplied by internet providers (Comcast/Xfinity, Cox, and AT&T reported so far). Still, it's possible they could also occur with user-owned routers that have received updates.

        • ROKU LOCATES NETWORK BUT CAN NOT CONNECT
          Some router updates have changed the router's connection settings from b/g/n to just g/n, causing some Roku models to lose their ability to connect to the network. The solution is to set the router's configuration back to using b/g/n.
           
        • ROKU CAN NOT FIND LOCAL WIFI NETWORK
          Some routers have turned their 2.4 GHz wifi band off, leaving only the 5 GHz band operational. Devices with single-band wifi radios, notably Roku Express and Premiere models (but not Express 4K models), and many other single-band devices, can not even see the 5 GHz bands. The solution is to reconfigure the router and turn the 2.4 GHz band back on.

        If you need to make configuration changes on equipment supplied by your internet provider but have no access to its settings, you may request your internet provider to make the changes.

        Please keep us posted regarding the behavior you are experiencing, and we will be more than happy to continue assisting you further.

        All the best,
        Chel