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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GorillaDen8
Reel Rookie

Faulty Roku player will not connect to WiFi

I need to speak with someone from this company about replacing a Roku device. I believe it is faulty and will not stay connected to wifi. I have tried everything that has been suggested by the community as well as googling and watching YouTube videos on how to fix this issue, nothing has worked. Is there a phone number I can call or should I just bite the bullet and buy a new one?

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8 REPLIES 8
makaiguy
Community Streaming Expert

Re: Faulty Roku player will not connect to WiFi

@GorillaDen8-

There are a couple router setting issues that can prevent establishing Roku wifi connections. And to make matters worse, both of them can be caused by recently-reported router updates. These have primarily been reported with routers supplied by internet providers (Comcast/xFinity, Cox, and ATT so far), but it's possible they could also occur with other internet providers or user-owned routers that have received updates.

  • ROKU LOCATES NETWORK AND REPORTS NETWORK QUALITY BUT CANNOT CONNECT
    Some router updates have changed the router's connection settings from b/g/n to just g/n, causing some Rokus connecting to the 2.4 GHz wifi band to lose their ability to connect to the network. The solution is to set the router's configuration back to using b/g/n.
     
  • ROKU CANNOT FIND LOCAL WIFI NETWORKWIFI
    Some router updates have turned off the 2.4 GHz wifi band on the router leaving only thr 5 GHz nand in operation. Roku Express/Express+ (not the relatively new Express 4K/4K+ models 3940/3941) and Premiere/Premiere+ (model numbers above 4620) 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, let alone connect to it. If you have a single-band Roku model 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.

    B) All Rokus support channels 1-11 in the 2.4 GHz WiFi band, 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.

    C) Rokus with dual-band wifi radios can connect to the 5 GHz wifi band in two ranges of channel numbers, 36-48, and 149-165. If your router supports 5 GHz channels outside these two ranges make sure your router is set to use a channel with these ranges and that you aren't using an auto setting that could select channels outside these ranges.

    If this problem was not caused by a router update deactivating the 2.4 GHz band, often a restart of the router (even if other devices are still connecting) followed by a restart of the Roku will allow the connection to be reestablished. Depending on your Roku model and Roku version number you'll find the System restart option under either Settings > System or Settings > System > Power, or if more convenient you can just remove the Roku's power for a few seconds and let it restart.

For either of these issues, if you need to make configuration changes on equipment supplied by your internet provider but you have no access to its settings, you may need to request your internet provider to make the changes 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.
If this post solves your problem please help others find this answer by clicking "Accept as Solution.".

Streaming Stick 4K+ 3821 | Streaming Stick+ 3810 | TCL Roku TV 43S245/C107X
GorillaDen8
Reel Rookie

Re: Faulty Roku player will not connect to WiFi

Thank you for the reply. It’s not an issue with the router, once I restart the router it will connect to the wifi but will not stay connected after I’ve turned the TV off. My router still has the 2.4ghz enabled, I even switched the mode to b/g/n mixed cause I read that helped one person. I’m honestly thinking it’s the premier version of the Roku player itself. 

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RokuKariza-D
Retired Moderator

Re: Faulty Roku player will not connect to WiFi

Hey @GorillaDen8

We're here to help!

Have you tried the suggestions/troubleshooting steps available in this Support link: How to connect your Roku device to the internet using Wi-Fi or Ethernet? If yes and the issue persists, please reply here with the serial number of the affected Roku device. It can be found in Settings > System > About

We look forward to hearing from you soon.


All the best,
Kariza

Kariza D.
Roku Forum Moderator
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GorillaDen8
Reel Rookie

Re: Faulty Roku player will not connect to WiFi

The model # is: 3921X
Serial number is: JG2895653681

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RokuKariza-D
Retired Moderator

Re: Faulty Roku player will not connect to WiFi

@GorillaDen8

I apologize for the delay in response.

I have forwarded your concern and information to our team. I'd recommend keeping an eye on your email since they'll be reaching out to you from there.


All the best,
Kariza

Kariza D.
Roku Forum Moderator
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PedraGray
Newbie

Re: Faulty Roku player will not connect to WiFi

Ah… thanks @DBDukes for tagging me on this resolution post. And thanks for posting this @makaiguy and @GorillaDen8 . This makes sense now. I’ve had Xfinity/Comcast for almost 10 hrs. There was an outage the other day for updates, and Roku hasn’t worked since! Sorry to blame Roku. I will call Xfinity tomorrow. IF THEY WILL NOT change the configuration back to b/g/n, what do you suggest? Would purchasing an extender help? 

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PedraGray
Newbie

Re: Faulty Roku player will not connect to WiFi

Adding to my response… I’m not a tech person, so my question on a extender may be dumb, lol. I see different extenders and modems online, so I was curious if those were possible options. Maybe I’ll just need to buy a higher model Roku.

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makaiguy
Community Streaming Expert

Re: Faulty Roku player will not connect to WiFi

@PedraGray-

I don't see this as an HDMI extender issue.

Thanks to forum user @AvsGunnar for providing the links below to instructions for reconfiguring router settings for the listed internet suppliers. If you can't do this yourself, you may need to contact your internet provider to make these changes 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.
If this post solves your problem please help others find this answer by clicking "Accept as Solution.".

Streaming Stick 4K+ 3821 | Streaming Stick+ 3810 | TCL Roku TV 43S245/C107X
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