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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Pallatta
Newbie

Is there a number for customer service

Is there a number for Roku customer service

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4 REPLIES 4
AeroSpaceTech
Roku Guru

Re: Is there a number for customer service

You can chat, email or ask on here. So what seems to be the issue?

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Melville59
Newbie

Re: Is there a number for customer service

My Wireless network name is not on the list of available networks; even when I rescan. Nor does it work when I select private network and put in the network name. But my wireless network on the computer and my remote devices are working fine. Yet I cannot get the Roku device to find my wireless network on screen. 

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DBDukes
Community Streaming Expert

Re: Is there a number for customer service

@Melville59 

What's the model number? Settings > System > About

Who is your ISP?

Depending on the answer, there is an issue that some ISPs have caused with some Roku model numbers. But, we need that information before we can suggest that fix.

DBDukes
Roku Community Streaming Expert
Note: I am not a Roku employee.

If this post solves your problem please help others find this answer and click "Accept as Solution."

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makaiguy
Community Streaming Expert

Re: Is there a number for customer service

@Melville59-

There are some router settings that can prevent your local network from being discovered by Roku.  And to make matters worse, they 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 similar updates.

  • ROKU CANNOT FIND LOCAL WIFI NETWORK
    A) Some recent router updates have turned off the router's use of the 2.4 GHz band. Some Roku models, notably 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 2.4 GHz only 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, both single- and dual-band, 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 it isn'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 not in these two ranges make sure your router is set to use a channel within these ranges and that you aren't using an auto setting that could select channels outside these ranges.

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.

If your problem was not caused by any of the above, often a restart of the router (even if other devices are still connecting) followed by a restart of the Roku may 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 unplug the Roku from its power source for a few seconds and let it restart.

Note that for a Roku TV (i.e. one with Roku capability built in) that has "Fast start" enabled, turning the tv off then on does not give a complete restart.  Unplug it from its power source for a few seconds or sse the menu path indicated above.

 

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.".

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