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Steve515
Reel Rookie

TV hangs my entire home wireless network

I have a TCL Roku TV. It finds and connect to the wireless network just fine.  But at least every other day my entire network hangs.  None of my other devices, (laptop, other Roku TVs and Roku devices, including this TV) can connect to the wireless.  Resetting the modem does not fix the issue.  The only way to fix the issue is to do a System Reset of the TV.  Once the TV resets then every other device begins to work.  I can tell when this happens as the wireless activity light on the modem become solid on.  As soon as the TV is reset the activity light blinks normally.  Any device hard wired to the router is not affected, only wireless devices.

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5 REPLIES 5
RokuMary-F
Community Moderator
Community Moderator

Re: TV hangs my entire home wireless network

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:

Once we have this information, we will be able to assist you further.


Best regards,
Mary

Mary F.
Roku Community Moderator
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Steve515
Reel Rookie

Re: TV hangs my entire home wireless network

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.

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RokuMary-F
Community Moderator
Community Moderator

Re: TV hangs my entire home wireless network

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

Mary F.
Roku Community Moderator
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Steve515
Reel Rookie

Re: TV hangs my entire home wireless network

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

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RokuMary-F
Community Moderator
Community Moderator

Re: TV hangs my entire home wireless network

Hi @Steve515,

Thanks for keeping in touch and providing the additional information.

A member of our Support team will reach out to you via email to assist you. Please let the Support team know if you have any other questions so they can assist you further and provide a resolution to this issue.

Please let us know if there are other related issues that we can further take a look at.


Best regards,
Mary

Mary F.
Roku Community Moderator
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