Wi-Fi & connectivity

Having Roku connectivity problems? Get the help and troubleshooting tips you need for Roku wireless connection issues, ethernet connections, and more.
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Level 8

2 Roku stopped working at the same time and won’t connect to WiFi

Both devices stopped and neither will connect to household WiFi. They will connect to hotspot. I did all steps. Factory reset and all. Still will not connect to household WiFi. Nothing else is connected to the household WiFi except Roku devices so do not suggest it’s to many devices connected. Based on comments I would say this is your inferior product and I want a refund for both of my devices. Roku Express (3900 series)  

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Community Streaming Expert

Re: 2 Roku stopped working at the same time and won’t connect to WiFi


Roku Express/Express+ (not the relatively new Express 4K/4K+) and Premiere/Premiere+ are lower end units with single band Wi-Fi radios that only support the 2.4 GHz band. They, and many other devices of all sorts that are 2.4 GHz only, can't even see the 5 GHz band, !et alone connect to it. If you have one of these Roku models and a dual band router with both 2.4 and 5 GHz bands, be sure the router's 2.4 GHz band is turned on.

Within the 2.4 GHz band, Rokus support channels 1-11 as are used in North America. If your router supports 2.4 GHz channels outside this range make sure your router is set to use a channel in this range and that you aren't using an auto setting that could select channels outside this range.

There have been reports lately of updates to the router shutting off the router's 2.4 GHz band, especially with equipment supplied by internet providers. Users have had to contact their provider to get 2.4 GHz turned back on or in some cases have the router replaced with a new one.

Also, might your router be one supplied by your internet provider?  Another recently reported problem is that recent router updates have changed the wifi security settings.  This has been reported lately with equipment from Xfinity and Cox, but there may be others.  Affected users report the router configuration needs to be switched from g/n security back to b/g/n. If you don't have access to your router's control panel you may have to have your internet provider do it for you.

Roku Community Streaming Expert
I am not a Roku employee, only a user like you.  Please, no support questions via private message -- post them publicly to the Community where others may benefit as well.
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Streaming Stick 4K+ 3821 | Streaming Stick+ 3810 | TCL Roku TV 43S245/C107X
Level 14

Re: 2 Roku stopped working at the same time and won’t connect to WiFi

An inexpensive WiFi extender that has 2.4ghz support is a good way to fix this problem especially if you have ISP provided router and the ISP likes changing things...

Also some roku supports hardwired Ethernet connection. Recommended if you can do this. Streambar and some models of ultra can, needs a cheap USB/Ethernet dongle. Research this on the internet (some models may need USB hub with specific cables to make this work).


Not a Roku employee
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Level 8

Re: 2 Roku stopped working at the same time and won’t connect to WiFi

So your suggestion is to spend more money on other accessories for a device that should not require that and has not needed it until randomly both went out at the exact same time. My actual Roku TV work s perfect still. I feel with all the complaints for this exact same reason suggest inferior products 

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Level 7

Re: 2 Roku stopped working at the same time and won’t connect to WiFi

I have cox internet and deli with the same issue.  After switching my 2.4 ghz 802.11 g,n over to 802.11 b,g,n in my router advanced settings menu , it worked right away! I hope this helps

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