Wi-Fi & connectivity

[brack]

Several channels - Prime Video, ESPN, NBC Sports , and Pandora will not load. I 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 states all is good both wired and wireless. Some channels - like YouTube,  Red Bull, and Sky all load and play.

I have tried reloading apps, rebooting router and Roku, and 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. I 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.

[RokuTannerD]

@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

[Bchnel]

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?

[RokuTannerD]

@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

[twiceagain]

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. 

[TBuckley]

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.

[encantotom]

this same thing started on all 5 of my rokus.  if i use them off of my verizon hotspot, everything works.  back to my internet by isp, then some channels work and some dont.  if they dont work, it says no network connection.

what is really interesting is the channels that dont work and do work are slightly different than what is in this post and other posts having the same issue.  

pluto, hulu, comettv, prime video, disney plus and a few others dont work (same on all rokus),  youtubetv, youtube, plex, netflix all work.  

playing the same channels on my phone via my isp internet all work.  just dont on the rokus.  

doesnt matter if i use wired or wireless on the roku.  same result.

so what was the fix for you guys?

my isp is saying it isnt them.  it had all been working for a long time before this happened.  i even did factory resets on my router and the roku.  and reset up with the same result.  

help???

tom

[RokuDanny-R]

@encantotom

Thanks for the post.

Can you please provide more information about the issue you are experiencing? What Roku model devices are you using? Do you know what frequency your wireless network is on? Have you tried changing the channel on your wireless network to see if that resolves the issue you are experiencing?

With more information we will be able to assist you further.

Thanks,
Danny

[MidMich]

My problems with loading certain channels started when I bought a new Roku. Everything worked in the old Roku, it was just a little slow.

[RokuMary-F]

Hi @MidMich,

Thanks for reaching out to the Roku community!

I'd be happy to take a closer look to see how we can help get you up and running.

• Which streaming channels are you experiencing this issue on? 
• What Roku model device are you using?
• How long has the issue been occurring? 
• What troubleshooting steps you are taking to try to resolve this issue?

As a first step, we recommend starting here to troubleshoot channel playback issues: How to resolve a channel playback issue | Official Roku Support 

Please keep us posted and we'll continue assisting you from there!

Regards,
Mary