Forum Discussion
Hi Steve515,
Thanks for your first post in the Roku Community!
We understand that you are having trouble connecting to your home network and We would be more than happy to look further into this issue but will need more details. Can you please provide us with the following information:
- When did this issue first start occurring?
- Did you make any changes to your connection recently?
- Does the issue only occur on a specific channel or all channels on your Roku device?
- Does connecting to a wireless Hotspot fix?
- Are you being prompted with an error message or code?
- Have you tried taking a look here in our Support resources and following the steps to help get connected? How to connect your Roku streaming device to the internet using Wi-Fi or Ethernet | Official Roku Support
Once we have this information, we will be able to assist you further.
Best regards,
Mary
- Steve5153 years agoReel Rookie
Sorry but I need to clear this up. I am not having any problem connecting to the internet. It connects fine and works with all channels. It will simply hang. At that point it shows as disconnected. But more than that, it hangs the DSL modem so all of my 5 wireless devices also show disconnected. If I simply do a System Restart on the one TV (Settings/System/Power/System Restart) the TV reconnects on it's own and all other devices also start communicating.
1. The issue started about a month ago. I first thought it was my DSL Modem so I did a factory reset on it but the issue occurred again about a week later. That is when I discovered doing a restart cleared the issue.
2. No changes to the connection
3. When the issue is happening all channels are affected. Even Network stations are affected. Broadcast stations are not affected (I use both network and antenna on the TV) except I lose the channel guide
4. Do not have a hotspot to test with
5. No error message ever appears.
One other thing to note. It has never lost connection when I am actually using the internet channels. It mostly occurs when the TV is off and not being used and has happened when watching broadcast stations. The only way we can tell the issue is happening is if using another device and it stops communication or when we do change the TV to a internet channel or look at the channel guide and all it shows is No Information for all the channels. When the issue is happening the TV does show Not Connected and the Wireless activity light on the modem is solid on. Again Restarting the TV and it goes back to normal operation.
- RokuMary-F3 years agoCommunity Moderator
Hi Steve515,
Thanks for following up.
If you are still experiencing an issue, can you please provide the serial number of your Roku device from Settings>stem>About?
Once we have this information, we'll be able to pass it along to our Support team who can assist you further.
Best regards,
Mary- Steve5153 years agoReel Rookie
Hi, thank you for your replies
Here is the pertinent information from the TV
TCL Model: 55S433
Hardware ID: C140X
Serial Number: X00000AYR9C2
Software Version: 11.50 Build 4312-93
The problem is very intermittent and I do not want to purchase a new DSL Modem just to troubleshoot. So I am looking to see if anyone else has had this issue or suggestions on how to better troubleshoot.
Thank You