Wi-Fi & connectivity

[Kelley_bay]

Hello,

Ive had my Roku TV for almost a year now and it constantly disconnects from the WiFi. Eevery time I turn on my TV I have to do a reset for it to connect and it will normally disconnect after about an hour (amount of time constantly changes) and I have to do another hard reset for it to reconnect. How do I fix this? I’m not sure if it matters, but every time I use the remote to turn on the TV, it immediately says powering down as soon as it turns on.

[JWS9518]

What type/model of router are you using?  If you have a router with a separate guest network or IOT network, you could try connecting your Roku to that network separately and see if that helps.

Have you checked your router's firmware and made sure it is up to date? Also, check to make sure your Roku's firmware is up to date.

Have you tried rebooting both your router and Roku by unplugging the power of both for at least 30 seconds?

Not sure about the remote and powering off issue, but I would try re-pairing your remote to your TV and see if that helps.

[Kelley_bay]

I’ve tried restarting the router as well as the TV. I even had the Internet company come out assuming it was an issue with them. Even when I connect the ethernet cable directly to the TV, I still get this issue however, I do not get the issue when I connect it to my computers. Either with WiFi or Ethernet. 

[JWS9518]

1) What type/model of router are you using? Have you checked the firmware of the router to see if it is up to date?  If the router firmware needs to be updated, update it and then do a hard reset and set up the router as if it were new.  That sometimes helps clear up issues.

2) If your router has a separate guest network or IOT network, you could try connecting your Roku to that guest network separately and see if that helps with connection issues.

3) Have you checked to make sure your Roku's firmware is up to date?  Go to the settings page and check for an update and if needed update the firmware.  

4) I know you indicated that you restarted both, but have you unplugged power to both for 30 seconds at the same time and then plug in the router, let it boot up and then plug in the Roku and let it boot up.

[Kelley_bay]

I am not sure what the router model is since it is attached to the ceiling. When they came to check it they did update the router and noted it was the most recent model. I did have them remove it from the power source while I did the same to the tv come 30 seconds. I’ve tried connecting it to the both the private and public version of the WiFi. I checked the tv system to make sure it was up to date. I have another Roku tv that is not having any of these issues. 

[JWS9518]

I am not saying it is not a hardware/firmware issue of the Roku, as it is possible.  Roku always is tweaking with the firmware, so it is possible there is something going on there. Hopefully an upcoming firmware release for the Roku will fix it.

However, even though your provider says you have the most recent model of the router, it doesn't mean you have the most recent firmware on that model or even the best brand router.   It sounds like though they have you use their router/modem as part of the service, so you have less control there, which I understand.  I personally prefer to control what router I use for my home network, but I get that some providers don't let you.   

I have seen issues with identical devices at my home that had no explanation either and I was sure it was something with the device too only to later determine that a router firmware update that was released sometime later fixed it.  That seems to be a common issue with newer model routers.

Since I don't know what kind of router you have, I can't say what options you have in setup, but if you have a guest network, you can try to set it to 2.4 Ghz only and security as WPA2 on that network and see if you can get your Roku to connect reliably.  

Also, if it is possible you could try to use a network cable and see if a hard-wired connection to your Roku and the Router fixes the issue.

Sorry my other suggestions didn't help.  Wi-fi is a quirky thing and a pain to figure out sometimes as there are so many variables.  

[RokuJohnB]

Hi @Kelley_bay,

Thank you for posting here in the Roku Community!

We want to investigate further the issue you had with the Roku TV since it keeps disconnecting from the home network. Can you please provide the following information below?

• Did we recently make any changes to your network or network provider?
• How are you trying to connect to your network, is it via wired or wireless connection?
• How many devices do you have connected to your network right now? (e.g. TV, mobile phone, laptops, computer)
• Do you have cellular data so we can try connecting your device to your hotspot?

With detailed information, we will be able to assist you further.

Thanks,
John