Wi-Fi & connectivity

[Mixedbreed04]

Some one help please it’s been a week and I’ve tried everything Onn Roku tv will not connect to my internet. It stopped working out of nowhere and everything else works on my Wi-Fi

[RokuTakashi · Accepted solution]

Hi, @Mixedbreed04

Thanks for posting here in the Roku Community.

We appreciate you for reaching out to us for support, and we'd be more than willing to assist. We recommend performing the steps below to resolve the issue.

Reset 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

System Restart

1. Press Home on your Roku remote
2. Scroll and select Settings
3. Select System
4. Select Power. If you do not see a Power submenu, skip to the next step.
5. Select System restart

Additionally, you can perform a system restart on your modem/router. Further, we also recommend trying to connect to a hotspot to see if you're able to maintain a connection.

Please keep us posted on what you find out.

Best wishes,
Kash

[LatoyaSB]

My Roku TV will not connect to the house Wi-Fi but if I Hotspot from my phone it will connect and I can watch my  streaming services. What does this mean? Every other device including my FireTV connects and works without any issues. 

[RokuTakashi]

Hi, @LatoyaSB

It's our pleasure to welcome you here in the Roku Community.

Thank you for informing us about the network issue you're experiencing with your Roku TV. We want you to know that we are here to assist you. Have you tried the troubleshooting steps we provided earlier in this thread? Additionally, we suggest restarting your modem/router to see if it resolves the issue.

Keep us posted, and we'll assist you further.

Best wishes,
Kash

[morgan7333]

This happens to me to, about to take this tv back. Ive tried every trouble shooter and nothing fixes it. I think its the brand of tv. Everything else has no issue.

[RokuTakashi]

Hi, @morgan7333 

 Thanks for posting here in the Roku Community.

We understand that you're having trouble connecting your Roku TV to the internet, and we're sorry to hear about the trouble this has caused you. We're here to assist. What specific troubleshooting steps have you already performed? Also, when did you first encounter the issue, was there an update? Further, have you tried connecting to a mobile hotspot?

With more details referring to the issue, we'll be able to assist you further.

Best wishes,
Kash

[Toenita69]

I have done all of that and still not connected 

[Toenita69]

I have done all that it told me to do but it will not connect to my Internet service. 

[Smiley628]

I have tried the above steps previously posted and still cannot my tv to internet. I have had this tv less than a month! What are the next steps??? 

[RokuTakashi · Accepted solution]

Hi, @Toenita69 @Smiley628 

Thanks for the post.

We've heard reports from some of you experiencing issues with your Roku TV not connecting to the internet connection. We appreciate you bringing this to our attention, and we're here to help!

To assist us in investigating this matter further, please provide the following information (if possible):

• Internet Service Provider (ISP): Who do you get your internet service from (e.g., Xfinity, Spectrum)?
• Router/Modem Brand & Model: What brand and specific model of router and modem do you have?
• Roku Device Details:
  • Model (e.g., Roku Streaming Stick+ 4K)
  • Serial Number
  • Device ID
  • Software OS/Version (You can find this information under Settings > System > About)
• Tracker ID: When the connection drops, press the Home button 5 times followed by the Back button 5 times quickly. This will generate a Tracker ID. Please provide this number if possible.
• What troubleshooting steps have you taken so far to try to resolve the issue?

In the meantime, you can try these troubleshooting steps to see if they resolve the connection issue:

1. Restart Your Roku Device:

1. Press the Home button on your Roku remote.
2. Scroll down and select Settings.
3. Choose System.
4. Select Power (if available) followed by System restart.

2. Restart Your Modem and Router:

1. Unplug both your modem and router from the power outlet.
2. Wait for 10 seconds and then plug them back in.
3. Allow your modem and router to fully restart.
4. Using another device like a phone or computer, confirm your internet connection is working.
5. Once everything has restarted, try connecting your Roku device again.

Note: We'll mark this post as solved for visibility and as a reference for other users.

We understand this can be frustrating, and we apologize for any inconvenience caused. Our team will be investigating this issue further with the information you provide. We'll be sure to keep you updated on our progress!

Best wishes,
Kash