Issue Tracking Board

[Normdeb72]

T mobile internet. Don’t have a mobile hotspot. 

[RokuJechealR]

Hi @Normdeb72,

We appreciate the response!

Please note that a few recent network connection problems have been reported that have been caused by updates to routers. These have primarily been reported with routers supplied by internet providers, but it's possible they could also occur with user-owned routers that have received updates.

• ROKU LOCATES NETWORK BUT CAN NOT CONNECT
  Some router updates have changed the router's security setting from b/g/n to just g/n, causing some Roku models to lose their ability to connect to the network. The solution is to set the router's configuration back to using b/g/n security.
  
  
• ROKU CAN NOT FIND LOCAL WIFI NETWORK
  Some routers (reported from Xfinity and Cox, but there may be others) have had their 2.4 GHz WiFi band turned off, leaving only the 5 GHz band operational. Devices with single-band WiFi radios, notably Roku Express and Premiere models (but not Express 4K models), and many other single-band devices, can not even see the 5 GHz band. The solution is to reconfigure the router and turn the 2.4 GHz band back on.
  
  If this problem was not caused by a router update deactivating the 2.4 GHz band, often a restart of the router (even if other devices are still connecting) followed by a restart of the Roku via Settings > System > System restart (for Roku TV it's Settings > System > Power > Restart) will allow the connection to be re-established.

If you need to make configuration changes on equipment supplied by your internet provider but have no access to its settings, you may request your internet provider to make the changes.

All the best,
Chel

[Normdeb72]

The tv connects to the internet. At night or if the tv is off for an extended time we have to reconnect it. It’s annoying but I guess it’s better than nothing. 

[RokuJechealR]

 @Normdeb72,

Thanks for the note!

Sometimes, you might also try changing your network password (avoid using any special characters from your wireless network password) to see if that resolves the connection issue. 

Check out some wireless troubleshooting tips here: 
Tips for improving the wireless connection to your Roku® streaming device

Please keep us posted on what you find out.

All the best,
Chel

[Ginny_]

I was running into this issue back in February. I contacted CS and was told it was my wifi that was the issue when my other devices had no issue connecting. This issue is now occurring again. As soon as I connect to the wifi and try to stream anything my Onn Tv will immediately disconnect from the wifi. This is driving me insane because I can’t even use the tv at this point. I have tried every reset imaginable and nothing has fixed this issue so far. I really feel like it’s the tv itself because I have no issues with my other TV’s or devices. Please fix this issue. 

[RokuJechealR]

Hi @Ginny_,

Welcome to the Roku Community!

We are interested in learning more about the problem you are experiencing. Are you encountering any error messages or error codes? Who is your ISP? (Internet provider) In addition, could you specify the troubleshooting steps you have taken to resolve the issue?

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

All the best,
Chel

[Pb7616]

Are you gonna give actual advice or are you committed to being useless? Asking for the forum

[RokuJechealR]

Hi @Pb7616,

Thanks for the first post to the Roku community!

We understand that you are eager to find a resolution to the issue you've been experiencing. Please keep in mind that for us to help you, we'll need to gather more details or information to figure out the root cause of the issue and provide the best assistance to resolve it.

We appreciate you sharing your thoughts and value your feedback as our valued customer. We always aim to provide our customers with the best streaming experience and convenience when using our services, and we value your input.

Feel free to keep us posted, and we'll continue assisting you from there.

All the best,
Chel

[Normdeb72]

I have answered so many times. I’m done. 

[mspljackson]

For the past 2 weeks, my TCL roku has been disconnecting itself from my wifi randomly. I've been in the middle of watching shows and it all of a sudden says " not connected ", but my wifi is still connected to all of the other tvs in the house. I have had to unplug the TV for a while, and then replug it to get connection back to this TV. 

This has happened everyday , and has become nerve wrecking. Any suggestions on how to make this stop happening ?