Hi, Community users.
We've heard reports from some of you experiencing issues with your Roku device or TV consistently dropping its 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:
- Press the Home button on your Roku remote.
- Scroll down and select Settings.
- Choose System.
- Select Power (if available) followed by System restart.
2. Restart Your Modem and Router:
- Unplug both your modem and router from the power outlet.
- Wait for 10 seconds and then plug them back in.
- Allow your modem and router to fully restart.
- Using another device like a phone or computer, confirm your internet connection is working.
- 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
Takashi O.
Roku Community Moderator
