Network - Wireless & Wired Connections

Help & troubleshooting for network issues, including connecting your device to your home Wi-Fi network, connecting to public networks, troubleshooting wireless issues & ethernet connections, and optimizing streaming performance.
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SamBailey
Level 8

Poor Wireless connection

My Roku Express is claiming my WiFi connection is “Poor” and I’m experiencing regular buffering watching BBC IPlayer and Apple TV+

The problem started when we had a new fibre (400mbps) connection installed to the house, with a brand new mesh router. Mobile phones in the same room as the Roku Express get 200mbps over WiFi, but the Roku seems to struggle with the connection.

Is there anything about the antenna in the device that would make it struggle to connect where other devices have no problem at all? The boilerplate suggestion to move the Roku closer to the router is really unhelpful of course because it’s attached to the TV!

3900EU Roku Express

Software 9.4.0

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6 REPLIES 6\
RokuMary-F
Roku Employee
Roku Employee

Re: Poor Wireless connection

Hi @SamBailey,

Thanks for the post.

You have the Roku Express and it is a single-band wireless device which means it only supports a 2.4 GHz connection. Your Roku Express will not recognize the 5Ghz network. You need to make sure that your 2.4 GHz network is active by using your mobile phone and check if you can detect the 2.4 GHz network. We also suggest you reach out to your Internet Service Provider or ISP for assistance in checking if the 2.4 GHz network is active and not hidden. 

Thanks,

Mary

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SamBailey
Level 8

Re: Poor Wireless connection

Confirming 2.4Ghz and 5Ghz are both active on the router. 

The Roku Express does connect and stream video - it just complains of a poor connection and buffers frequently.

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RokuMary-F
Roku Employee
Roku Employee

Re: Poor Wireless connection

Hi @SamBailey,

Thanks for the update.

We recommend rebooting both your wireless router and your Roku device.
We would also suggest checking out some wireless troubleshooting tips to see if it resolves your issue here: Tips for improving the wireless connection to your Roku ...

Thanks,

Mary

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SamBailey
Level 8

Re: Poor Wireless connection

Hi Mary
 
I have already tried all of these things. Also a full factory reset, no change. 
 
As explained moving the roku device isn’t plausible, neither is moving the Router. The router is a brand-new Linksys mesh Velop Router, it isn’t sensible to suggest buying a new router as it’s only two months old and pretty high spec too.
 
I’m unclear why all other devices in the room behave fine, but the Roku does not. Do newer Roku models have improved antennae? I would consider buying a new Roku. Do any Roku boxes come with ethernet anymore?
 
Thanks
Sam
RokuDanny-R
Roku Employee
Roku Employee

Re: Poor Wireless connection

@SamBailey

Thanks for the update.

Please be aware that the Roku Ultra devices have ethernet connection.


Thanks,
Danny

Danny R.
Roku Forum Moderator
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atlee915
Level 7

Re: Poor Wireless connection

I am having the exact same issue. I've been troubleshooting for days. Average of 115 mbps - everything works perfectly except the Roku Express. I've gone through the ISP and done multiple 3rd party speed tests - the issue with the device, nothing else. What should I do?

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