Issue Tracking Board

[RokuTakashi]

Hi, @nverdulla @Sarah726 

Thanks for the post.

We understand that you are having an issue establishing a wireless network. If the troubleshooting steps above did not resolve the issue, we'd like to ask for the information requested above this thread with the post marked as a solution. The information we gather will be forwarded to the appropriate Roku team for further investigation.

We hope your response as we will work diligently on the issue.

Best wishes,
Kash

[Jonny0]

Kash,

Are you going to split this issue back into the original two issues?   The title is now wrong for our issue.

After that is addressed, please post what info that you would like for this issue.

[RokuTakashi]

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

[NilDevNull]

This has been happening to me as well. If I watch anything for longer than a few hours, the Roku TV losses connectivity.

When I go to rescan the network to set-it back up, the scan for Wi-Fi connections doesn't work, and I have to reset the network adapter in the settings, wait for the Roku TV to restart, then I can scan for Wi-Fi connection spots, select mine, then I have to reenter the password (annoying as **bleep** with the stupid on screen keyboard - why since the TV has Bluetooth, they just don't allow a bluetooth keyboard to be used I have no clue.)  

In any case, my Wi-Fi signal is high, the network is working fine, the router is working fine (no other device connected loosed internet connectivity), and the signal is fine. This is a problem with the Roku software.

The problem has become so annoying that I'm considering getting a new TV and dumping Roku completely. If they have a known issue that affects every device and they haven't fixed it in over a year, it is just a sign that the company sucks.

I don't need the aggravation and won't recommend Roku to anyone.

[Karen69]

Exact same issue seems started with the last software update. 

[RokuTakashi]

Hi, @NilDevNull 

Thanks for the post.

We appreciate your for sharing this information with us, and we understand the issue you are experiencing with your Roku TV not connecting to the internet connection. We'd like to help in resolving this matter.

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?

Once we gather the information requested above, our team will review this case and investigate it further.

Your response would be much appreciated.

Best wishes,
Kash

[mspljackson]

That is exactly how ove been feeling. This is vryond annoying & completely unnecessary.  I really hope that they are seeing these comments & take some sort of action to fix this issue. 

[RokuTakashi]

Hi, @mspljackson 

Thanks for posting here in the Roku Community.

We understand that you are having the same issue as reported by other users in this thread. Please be assured that we acknowledge your concern, and we are here to help in resolving the problem at hand. 

For this matter to be addressed, we'd like to collect the following details requested above this thread in my post so our team can work on the issue further.

Once the details are available, an investigation will be conducted, and we will provide an update once our team has made progress on a resolution.

We hope for your response.

Best wishes,
Kash

[Ava1959]

i have done that it still don't connect to wifi

[RokuTakashi]

Hi, Community users.

We appreciate you for bringing this to our attention.

Kindly be advised that we have acknowledged the concern you have encountered, and our team is willing to help in resolving this issue. For us to work on it further, we'd like to request for more information.

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.

We hope to hear from you soon with the details requested for our team to work on and resolve the issue.

Best wishes,
Kash