Issue Tracking Board

[RokuTakashi]

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:

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.

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

[Jonny0]

I don't agree that these two topics should be merged, based on my troubleshooting ...

Here's a more complete description of my problem.

1) I have a TCL Roku TV, which I've had for years.  Up until 2-3 weeks ago, when I used the remote control to turn on the TV, it would always connect to Wifi ok.   I have not changed my router or anything related to Wifi for a long time.

2) Now when I turn on the TV using the remote control, it never connects to Wifi.  It always says "Not connected" in the upper-right corner of the Home screen.  When I then do Settings -> Network -> Set up connection -> Wireless, a Wireless Scan window appears with it Looking for wireless network goes on forever without timing out (which itself is terrible).   

3) If go back to the Home screen, and do Settings -> System -> Power -> System restart, then it always connects to Wifi ok.  Or it I re-plug the TV power from the wall, it also always connects to Wifi ok.

My conclusion is that a TV software update accidently changed something for the TV to not connect to Wifi when using the remote control to turn the TV off and on, but not when it gets a "real" power off and on.  Once the TV is connected to Wifi (see #3 above), there is no intermittent Wifi issue - thus nothing to do with the router.  Please try to recreate this.

[Delta302sp]

I am having the same issue. Here’s the requested information.

Device Model:  G855X - Roku TV

onn. Model: 100012587

Serial Number:  X01200TWEKP0

Software Version;  13.0.0 build 24062-CT

ISP:  Cox Communications

Tracker ID:  P0-237-256

[Jmvillegas79]

I have Astound Broadband 

[Sarah726]

Are we supposed to post this personal information on this thread?

[nverdulla]

I am having the same issues! I can only watch Roku Live TV and can't watch any of my streaming apps like Disney+, PureFlix, Hulu, Max, Paramount or Discovery+. It's annoying! I would like to be able to watch my apps. It's had to be a glitch in the roku network since I am not the only one having this issue. It's not router issues because all of my devices are working fine. 

[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??? 

[Bj53]

I have gone through all the process of plugging and unplugging, restarting, speaking with the ISP. Is it possible that the Roku needs to be replaced since all 3 TVs are doing the same? Internet works for computers and phone, WiFi signal is excellent. 

[Blobbydigital]

Insignia and Roku put out a terrible product that drops wifi constantly. Even when I was wired with an Ethernet cable I would somehow lose network connection. Roku is garbage and their customer service matches their products. The fact they don’t have a chat option lets you know they know their products are trash but don’t want to deal with all the pissed off customers dealing with the same exact issues. 

[RokuJohnB]

Hi @Bj53,

Greetings from the Roku Community!

We want to further investigate this issue that you had with your Roku device since it will not connect through your Wi-Fi. Can you please provide the following information below?

• Did we recently make any changes to your network or network provider?
• What error message/code are you getting after trying to connect to your network? (after entering the network credentials)
• Do you have cellular data so we can try connecting your device to your hotspot?

With detailed information, we will be able to assist you further.

Thanks,
John