Wi-Fi & connectivity

[crestrepo]

Hi there. I have four Roku's in my home. We have used them for over 4 years and they are our primary source of access to TV. This last week, all of a sudden, all 4 Roku's started having issues connecting to Wi-Fi, until they no longer recognize my Wi-Fi signal. We had Spectrum come over to check out our internet, and they said there was no issue with the signal. It seems to be a Roku issue. I've restarted them, used the remote code (click home 5 times etc...), enabled the bands, etc... all that I have found online and nothing works. 

Has anyone had this issue before and has had success solving it. It seems odd that all of them just stopped working at the same time. It feels like when the iPhones were set to stop working after a certain time so you get another one. 

Thanks! 

[AvsGunnar]

@crestrepo 

Model numbers of your Roku devices and your router model number?

Are you getting any error message numbers on the screen?

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Try connecting them to a mobile hotspot (if available to you) and see if they connect.

[mike533]

It sounds like a possible Roku firmware issue or a compatibility problem with your Wi-Fi. Ensure your router broadcasts both 2.4GHz and 5GHz bands, as older Roku devices may only support 2.4GHz. Try resetting your network settings on the Roku and reconnecting. Check for Roku software updates by connecting them via a mobile hotspot temporarily. If none of this works, contact Roku support for assistance, as the simultaneous failure of all devices suggests a systemic issue.

[atc98092]

@crestrepo Are your Roku players seeing the WiFi but simply can't connect, or is your WiFi SSID not appearing as an available network? if it's the latter, your router might have set itself to a channel that Roku devices don't support. That's why knowing the model numbers of your Rokus is important. Some only work on the 2.4GHz radio band, and some dual band Rokus will not work on some of the 5 GHz channels.

Why would your router change channels by itself? Most routers have a default setting of "Auto", meaning it can select the channel to use based on other WiFi found around it. And it can change to an unsupported-by-Roku channel without your knowledge. Also, some ISPs will not let you control the channel used if you are renting your router from them (Comcast for example blocks users from changing channels). 

Once you answer my question above, and provide your Roku model numbers, then we will know where to make suggestions.  

[crestrepo]

Yes, we will compile this information for you after work today. Should have it by this evening. Thank you for your help. 

[crestrepo]

[atc98092]

@crestrepo thanks, but we needed model number, not serial number. The reason is there are some models of Express+ that have dual band WiFi, although based on the date they were added to your account I believe that all four are single band (2.4GHz) only. 

So, the fact that all four suddenly failed points to the router changing channels on the 2.4GHz radio. Since you haven't answered my question about if your SSID is visible or not, that's just an educated guess. But there is one other possibility: your ISP (you mentioned before it's Spectrum) might have remotely turned off your 2.4GHz radio. We've heard of ISPs doing that, although I can't think of any good reason why. IF the 2.4GHz radio is turned off, all of your Roku players will not see your WiFi, as they don't support 5GHz. 

If the 2.4GHz radio is still on, make sure it's using channel 1, 6 or 11. Any channel above 11 (12, 13 or 14) cannot be used by a Roku device. Avoid the channels between 1 and 6, and 6 to 11, because they have too much frequency overlap with those three primary channels and the chance of interference is higher.