Forum Discussion

Bogin77's avatar
Bogin77
Newbie
2 years ago
Solved

Roku will not stay connected to the internet

I had the same problem, Roku customer service was beyond useless and none of the fixes listed by other users worked. Replacing the tv (it’s 6 months old) with a non Roku one. Also removing the Rokus ...
tv & player wifi
RokuArjiemar's avatar
RokuArjiemar
Retired Moderator
2 years ago

Hi! Bogin77,

Thank you for reaching out to the Roku Community!

  • Can you please provide more specific information about the issue you are experiencing?
  • What Roku model device are you using?
  • What wireless frequency is your router broadcasting?

For troubleshooting purposes, have you tried connecting your Roku device to an alternate wireless network, such as a mobile hotspot, to see if you are seeing the same issue occur?

Please keep us posted, and we will be able to assist you further.

Thanks,

Arjiemar

MaryPAgardens's avatar
MaryPAgardens
Newbie
2 years ago

I recently lost my internet connection for about a day.  When the internet issue was resolved, I then found that my Roku needed to be reconnected.  I have tried and failed multiple times.  I have followed the instructions found on the support page.  I am sure the correct wireless address and password are correct.  I am wondering if my Roku needs to be replaced.  I have verified with my internet provider that everything is working on their end.  I have had my Roku for about 4-5 years.  Maybe it's old?

  • RokuArjiemar's avatar
    RokuArjiemar
    Retired Moderator
    2 years ago

    Hello! MaryPAgardens,

    Thank you for reaching out to the Roku Community!

    Can you please provide more specific information about the issue you are experiencing?

    • What Roku model device are you using?
    • What do you see on your screen when you try to connect to your network? (Prior to entering the network credentials)
    • What error message or code do you receive when connecting to your network? (after entering network credentials)
    • What wireless frequency is your router broadcasting? Please try selecting the 2.4 GHz band of your network for your Roku devices and see if the connection stabilizes.

    For troubleshooting purposes, have you tried connecting your Roku device to an alternate wireless network, such as a mobile hotspot, to see if the same issue occurs?

    Please keep us posted, and we will be able to assist you further.

    Thanks,

    Arjiemar 

    • bvanveen's avatar
      bvanveen
      Newbie
      2 years ago

      I’m using Roku Express, purchased in May2023. 
      on screen: correct network. 
      error code: 14.41

       unable to determine router frequency 

      on basis of the above, what is your recommendation?

      currently cannot activate my Roku features. 
      Thank you

      Bart Van Veen

      • RokuTakashi's avatar
        RokuTakashi
        Community Moderator
        2 years ago

        Hi bvanveen,

        A warm welcome to the Roku Community!

        Thanks for bringing this to our attention. We would be more than glad to assist you with this. For more information on how to troubleshoot the network issue you;re having, kindly refer to this support article at this link: What should I do if I cannot connect to my home network or the internet?

        Keep us posted on how it works.

        All the best,
        Kash