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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brack
Level 7

certain channels wont load

several channels, prime video, espn, NBC sports , pandora will  not load , just  get a message saying connection error or the menu which when a program is selected it just tries to load unsuccessfully  . when the roku checks its connection it sates all is good both wired and wireless. Some channels like you tube,  red bull , Sky all load and play. I have tried reloading apps , rebooting router and roku. checked for updates . I just powered up my old roku 3 and it is doing the very same . my internet speed is good . internet service is through ATT . 

Any ideas 

I set up a hotspot with my phone and the channels work when I connect the roku . Spoke to ATT and they say of course that its not at their end ,that I have internet and it must be a Roku issue. 

any guidance  appreciated

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5 Replies
RokuTannerD
Level 19

Re: certain channels wont load

@brack Thanks for the note here. It sounds like you have a configuration issue with your home network or wireless router that is causing some channels not to be able to connect past your local network, out to the internet.

This can occur for a variety of reasons, such as blocked Ports on your wireless router, security settings, trying to use a VPN or location altering application, etc. If you connect your Roku device to a different wireless network and channels stream regularly, this would indicate an issue with your router and/or configuration, and not an issue with your Roku device.

I would recommend contacting AT&T support again, requesting that your issue be escalated, and explain the testing you have done and the results you are seeing. They may need to change settings, inspect your hardware, or investigate the issue further in order to resolve the problem you're running into. 

Please keep us posted from there. 

 

Thanks,

Tanner

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Bchnel
Level 7

Re: certain channels wont load

I have been having the same issues. Netflix, Hulu, and Sling are affected on mine. I do not have AT&T. I have changed out my modem, unlocked security features, as well as other things previously mentioned, and still cannot access these apps. The error messages are coming up saying that there is an issue with the internet connection, which isn't the issue. Especially if it is working fine on everything else in the house, and on a few of the apps that are on my Roku. Is there an issue with these apps?

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RokuTannerD
Level 19

Re: certain channels wont load

@Bchnel Have you contacted your ISP to request more help investigating the issue? They should be able to look into your router, and help analyze any traffic requests to help deduce what may be occurring here. I just tested all three of those services myself, and they are working normally across 3 different Roku devices that I have. I would highly recommend contacting your ISP to start and asking them to help take a closer look. 

When testing, try to connect to a different network, such as a mobile hotspot, and see if you are able to connect and stream normally. This can also help confirm that there may be a network or configuration issue at play that is causing this issue. 

 

Keep us posted! 

 

Thanks,

Tanner

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twiceagain
Level 7

Re: certain channels wont load

Over the past few days several channels have stopped loading: HBOMax, CBSN, and FoxNews are the three that have come to my attention (maybe there are others that I haven't tried). I uninstalled all 3 and reloaded them. Problem persists. I rebooted the Comcast wireless router Problem persists. I switched to the AT&T WiFi that we also have in the house. Problem persists. No problems with Netflix, Amazon Prime, YouTube, or other subscription & non-subscription services. Also checked for system updates. Everything is current. Also no problem logging on to HBOMax on a laptop, Any suggestions would be appreciated. 

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TBuckley
Level 7

Re: certain channels wont load

I am having the same problem. All my other devices - phone, laptop, iPad - are working fine in my network. AND, I can still stream YouTubeTV through Roku. But other channels not working and Roku device indicates network issues despite the device being connected to the network. 

I spent 90 mins trying to trouble shoot with Roku representative via chat with no resolution last night. 

anyone else found a solution to this?

im using a #Roku Ultra.

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