How do you contact technical support? I have looked all over this site and cannot find ANYONE that will help. I've got the same problem with Roku disconnecting from the network and my wifi.

Mdo Ok, so you are narrowing down issue. Since you are able to connect to 2.4ghz on hotspot, but unable to on the network (router), either the 2.4ghz band is disabled (not enabled or broadcasting) or possibly needs to have it's "Mode" configured to use "b/g/n". With Spectrum, though, it is likely the 2.4ghz has been disabled though in the firmware. (Usually needs a call to Spectrum to enable).The above also tells you the 2.4 ghz receiver/antenna is working on the Roku device.------If you change your hotspot to use the 5ghz band and can get the Roku device to connect again, then that will verify your 5ghz receiver/antenna is also working.

That one reply is worthless, but according to a checking site I use it wasn't AI written. The first thing to investigate if a WiFi was working well but suddenly stops connecting is if your ISP has control of your router/modem. If you are leasing your router/modem from your Internet provider, they very likely do have control of it, and they probably changed something that impacts your use. Does your Roku still see your WiFi, but not connect, or does your WiFi not even appear in the list of possible connections? If you can see it, that means they didn't change the channel on you. If you can't see it, then it was probably a channel change. Roku devices on 2.4 GHz can only see channels 1-11. There are channels 12, 13 and 14 that your router might change to but Roku doesn't support them. So confirm the channel is set to 1, 6 or 11 (the three channels that don't overlap each other. If your Roku is dual band, there are also channel restrictions on 5 GHz as well. The channel has to be 48 or lower, or 149 or higher. If your Roku sees the WiFi but won't connect, then perhaps your ISP changed your 2.4 GHz radio mode to G/N. For some unknown reason some Roku devices have problems with that mode on some modems/routers. Change the mode to B/G/N and you should be able to connect again.

Mdo The Roku Express + (presumably model 3931), is a 2.4ghz only device. This device cannot see or use the 5ghz band. Spectrum has previously disabled their customers' 2.4ghz band without their knowledge. You will need to verify that your 2.4ghz band is Enabled and Broadcasting in order to use your Express+. If your 2.4ghz has been disabled, contact Spectrum and have them turn it back on for you.

Mdo wrote:Thank you for the information. A lot more than Roku email tech gave me. However, before I call spectrum, my Express model is3941X2, don’t know if that makes a difference.Also, I was able to use my Spectrum mobile phone hotspot to connect this Roku device. I did the software updates and registered the device. Then proceeded to clear all connections and started over. Still won’t connect to my Spectrum router. Guess I’ll call Spectrum and see what they will or won’t do. Do you know if I will lose speed or other functionality from the current 5ghz and adding or displacing 2.4ghz?Since you can connect to the hotspot, that shows there's no issue with the Roku WiFi radio. It has to be some setting in the Spectrum modem, but I have no experience with that company so can't offer any suggestions. But enabling your 2.4 GHz radio won't impact your 5 GHz performance at all, unless the modem/router is a real piece of garbage. The two frequencies are very far apart in the radio spectrum, so they won't interfere with each other. And since your Roku doesn't work on 5 GHz, it won't have anything to do with the Express trying to connect. EDIT: Ack, I didn't catch your Express is really the Express 4K+. That is a great player and supports both 2.4GHz and 5GHz WiFi. If it's not connecting to your Spectrum modem, there's something wrong/bad with your modem. With my Comcast/Xfinity service, I gave up using their modem as my router and placed the modem in bridge mode and installed my own Linksys router. Works far better for me than when my Comcast modem was doing all of that work.

AvsGunner, appreciate your effort today and last night. I contacted Spectrum, they reset router to automatically accept 2.4 and 5 ghz. And I had a password issue. All is well now and hopefully it will stay that way.

Roku won’t connect to wifi anymore

23 Replies

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Anonymous
3 years ago
Try Roku
You should be able to choose chat or email support.
- atc98092
  Community Streaming Expert
  3 years ago
  That one reply is worthless, but according to a checking site I use it wasn't AI written.
  The first thing to investigate if a WiFi was working well but suddenly stops connecting is if your ISP has control of your router/modem. If you are leasing your router/modem from your Internet provider, they very likely do have control of it, and they probably changed something that impacts your use.
  Does your Roku still see your WiFi, but not connect, or does your WiFi not even appear in the list of possible connections? If you can see it, that means they didn't change the channel on you. If you can't see it, then it was probably a channel change. Roku devices on 2.4 GHz can only see channels 1-11. There are channels 12, 13 and 14 that your router might change to but Roku doesn't support them. So confirm the channel is set to 1, 6 or 11 (the three channels that don't overlap each other. If your Roku is dual band, there are also channel restrictions on 5 GHz as well. The channel has to be 48 or lower, or 149 or higher.
  If your Roku sees the WiFi but won't connect, then perhaps your ISP changed your 2.4 GHz radio mode to G/N. For some unknown reason some Roku devices have problems with that mode on some modems/routers. Change the mode to B/G/N and you should be able to connect again.
  - teddyfroop
    Binge Watcher
    3 years ago
    In order, the steps I would take.
    1. Check if other devices like your phone are still connected (may tell you right away if its the wifi or the device)
    2. Restart Roku, ensure it can see the wifi signal.
    3. Restart Router - stuff goes wrong on Routers with no indication anything is wrong, Check if Roku connects.
    4 Check router for changes. 99% of ISP updates reset or change things without saying anything.
    I wouldn't rush to reset anything until I had powered all the network components down and up, and made sure nothing on the router changed and all my other devices were connecting.
jb27
Binge Watcher
3 years ago
Except no support for Roku express other than reading a myriad of online support pages
Rosamaria34
Newbie
3 years ago
Need help connecting to wifi won't connect

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Roku won’t connect to wifi anymore

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