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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Roku Premiere - Internet Network Troubleshooting

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Hello, I bought the Roku Primere about a month ago now.  It has worked fine until a few days ago.  The internet connection is strong here in the office for the iPad, Mac computers, and everything else (and even where the Roku box is located).  The Roku box is located quite a distance from the Internet router (but as stated before it was working fine and there were no poor Internet connection issues).  But it keeps stating that there is a poor Internet connection.  It has not had this problem before.  Please advise.  

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Re: Roku Premiere - Internet Network Troubleshooting

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I’m having same issue on all 3 of my 43” Roku TVs.  Lost internet connectivity last night.  All other devices on router have good internet speeds +10MBs upload.  Rebooted router twice now and did 3 factory resets on TV to see if I could resolve but still can’t connect.  Can usually I initially connect with two check marks on Wi-Fi and internet; but when I do connection test I fail on internet.  I also tried to connect hotspot through smart phone to isolate whether an ISP issue or not but doesn’t work either.  Have been running these 3 TVs for months without issue and wondering if they were impacted by an update.

****solved.  Checking parental controls on router seems to have solved it****

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Roku Employee
Roku Employee

Re: Roku Premiere - Internet Network Troubleshooting

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@shanefisher86 

Thanks for the note.

We would recommend rebooting your wireless router and Roku device.

In addition we would also recommend checking out some wireless troubleshooting tips on our Support page here: 
Tips for improving the wireless connection to your Roku® streaming device


Thanks,
Danny

Danny R.
Roku Forum Moderator
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Re: Roku Premiere - Internet Network Troubleshooting

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Hello Danny, 

I did reboot the Roku system, but it still has the same problem.

Shane

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Roku Employee
Roku Employee

Re: Roku Premiere - Internet Network Troubleshooting

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@shanefisher86 

Thanks for the update.

Have you tried the troubleshooting steps provided on our Support page here: Tips for improving the wireless connection to your Roku® streaming device

If you are still unable to resolve your issue, please send me a PM with your Roku account email address, and include the serial number of the Roku device from Settings>System>About. I'll be able to assist you further from there.

Thanks,
Danny

Danny R.
Roku Forum Moderator
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Level 7

Re: Roku Premiere - Internet Network Troubleshooting

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I’m having same issue on all 3 of my 43” Roku TVs.  Lost internet connectivity last night.  All other devices on router have good internet speeds +10MBs upload.  Rebooted router twice now and did 3 factory resets on TV to see if I could resolve but still can’t connect.  Can usually I initially connect with two check marks on Wi-Fi and internet; but when I do connection test I fail on internet.  I also tried to connect hotspot through smart phone to isolate whether an ISP issue or not but doesn’t work either.  Have been running these 3 TVs for months without issue and wondering if they were impacted by an update.

****solved.  Checking parental controls on router seems to have solved it****

View solution in original post

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Level 7

Re: Roku Premiere - Internet Network Troubleshooting

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Hello, I'm having the same issue, my Roku just disconnected from the internet, worked with RCN all my internet is fine and connected on every device but the Roku ( laptop, ipad, phones) please advise how to get the Roku to connect again? 

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Roku Employee
Roku Employee

Re: Roku Premiere - Internet Network Troubleshooting

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@eringro 

Thanks for the note.

I would recommend checking out our Support page for troubleshooting issues here: What should I do if I cannot connect to my home network or the internet?

- Have you ensured your router is broadcasting a 2.4GHz Wi-Fi network for the device to connect to? The Roku Express is only compatible with wireless b/g/n networks on the 2.4 GHz spectrum. 
- Have you tried changing the wireless broadcast channel on the router to see if this will allow your device to connect? 
- Have you tried moving the device closer to your router to see if you can get connected? 

If those things still aren't helping, feel free to send me a PM with your Roku account email address and the serial number of your Roku from Settings>System>About and I'll be able to assist you further from there.


Thanks,
Danny

Danny R.
Roku Forum Moderator
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Level 7

Re: Roku Premiere - Internet Network Troubleshooting

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I’m having the same issue. It’s not a WiFi issue. 

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Level 7

Re: Roku Premiere - Internet Network Troubleshooting

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I'm have the same issue but I have Roku Premiere.  I purchased about week ago. We setup everything was work fine until Friday. No CONNECTION not even the roku display when it comes on. I have did all trouble shooting steps even tried on on two other tv still nothing.PLEASE HELP 

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Level 7

Re: Roku Premiere - Internet Network Troubleshooting

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I have determined that the Premier has a problem that we cannot fix.  It's a bad product.  The premier worked fine for a few weeks, then I had the same problems as others-poor connection, buffering, pixelating.  Could not fix.  Tried everything suggested online and determined it is the device itself.  Put back the old Roku (not Premier) works fine, but cannot get YouTubeTV on it.  Returned the Premier and got a replacement. Replacement Premier was marginal for 3 weeks and now out again stating poor connection.  It is not my router or its placement.  I get 110MPS in the same location as the Roku device on a number of other devices.  Even putting the Premier next to the router doesn't help.  So I am taking back the second Premier.  Unfortunately, Roku gets 2 thumbs down on its customer service.  Called it on the phone.  Not taking calls during pandemic.  Really?   Most of us are working from home.  Surely Roku's tech support has the knowledge and ability to do the same.  I think it's just Roku trying to avoid a flood of complaints about a known bad product.  I note that the Premier is now heavily discounted to $29.95 and at Best Buy there are are dozens on the shelf while all other models are sold out.  This message needs to get out.  Premier is a bad product that Roku is not dealing with.