Forum Discussion

mmsq's avatar
mmsq
Channel Surfer
3 years ago

TCL Roku TV - Not updating software with xfinity wired/wireless

Hi everyone,

 I have a TCL Roku TV with software version 11.0.0 buid4193-30.  It is wired connected to the home Xfinity internet. Some apps work fine but some apps like Amazon prime, Live TV etc do not work. This is the same with connecting wirelessly to the home internet. I am also unable to update Roku software with this connection. The only way the apps and updates work is if I connect the Roku to a Iphone hotpost. Everything works fine then. Does not work when connected through an Android hotspot too. Does anyone have any idea how to resolve ? I have tried all the usual shutdown, reset, etc, etc. Thanks all.

tv & player wifi

14 Replies

  • RokuKariza-D's avatar
    RokuKariza-D
    Retired Moderator
    3 years ago

    Hi mmsq

    Thanks for letting us know about the issue you're experiencing.

    Let's try connecting your Roku TV to the internet wirelessly. But before doing so, since your internet service provider is Xfinity, we suggest changing your router settings for the 2.4 GHz band from g/n to b/g/n, as customers have stated that this helped resolve their issue.

    Let us know if there's any difference after.


    All the best,
    Kariza

    • mmsq's avatar
      mmsq
      Channel Surfer
      3 years ago

      Wireless router is already b/g/n

      • shill88's avatar
        shill88
        Reel Rookie
        3 years ago

        I was able to resolve by resetting my router. I think it was set to go through a vpn.

  • Seashelli's avatar
    Seashelli
    Binge Watcher
    2 years ago

    I'm having a similar issue, my wifi is connected and my signal is excellent however Roku says it can't update because my connection has an issue, I have spectrum cable and it seems like no matter which cable company we have everyone is suddenly having issues with Roku, these last few updates have been abysmal failures, Roku just keeps getting worse and worse and the only solution they ever offer is to reset and reboot ( we done all that repeatedly) I'm in the same corner with you having problems with the updates. I hope we can find a solution soon. Thanks for posting this your definitely not alone 

    • RokuERey's avatar
      RokuERey
      Retired Moderator
      2 years ago

      Hi mmsq,

      Thanks for joining us here in the Roku Community!

      When you say you're able to update and access the app by using an iPhone hotspot. Could you tell us how far this device is from the router? How long have you been using this and experiencing this issue? 

      Let us know more about this so that we can further look into it.

      Thanks,

      Rey

    • RokuERey's avatar
      RokuERey
      Retired Moderator
      2 years ago

      Hi Seashelli,

      Thanks for getting in touch, and welcome to the Roku Community. 

      Have you tried using an alternative network like a mobile hotspot to see if you're able to surpass the update?

      Let us know if that works for you.

      Regards,

      Rey

      • Seashelli's avatar
        Seashelli
        Binge Watcher
        2 years ago

        I may try and get a hot spot and will let you know if  it works

        Thanks 

        Shelly

  • DotBill's avatar
    DotBill
    Newbie
    2 years ago

    Same thing happens to mine doesn’t update doesn’t connect to Alexa doesn’t update 

    • RokuERey's avatar
      RokuERey
      Retired Moderator
      2 years ago

      Hi DotBill,

      Thanks for getting in touch here.

      Have you tried using mobile hotspots or any alternative network to see if you're available to pass it?

      Please keep us posted.

      Thanks,

      Rey