Wi-Fi & connectivity

[RokuTakashi]

Hi, @countrylizzard 

Thanks for posting here in the Roku Community.

We understand that you're having an issue with the network connection of your Roku TV, and we'd be glad to help you in getting you to connect to your network seamlessly. For this matter, let's perform some troubleshooting steps to resolve the issue. Kindly follow the steps below:

Network Reset Connection

1. Press Home on your Roku remote.
2. Scroll and select Settings.
3. Select Advanced system settings.
4. Select Network connection reset.
5. Select Reset connection.
6. Re-enter the credentials on your network.

System Restart.

1. Press Home on your Roku remote.
2. Scroll and select Settings.
3. Select System
4. Select Power (skip if this sub-menu is not available and proceed to step 5).
5. Select System Restart.

Additionally, we recommend restarting your network's modem/router and trying a hotspot to see if you're able to maintain a connection.

If you have further concerns or inquiries, please let us know. 

Best wishes,
Kash

[countrylizzard]

Yea I already tried that. What Ive found is it takes forever to recognize the cable box. I reset the box that didnt work either. Now I just accept it. Its very weird. This is a NEW roku tv and I never had this issue with the old roku tv from 2020. I dont know if its the box or the roku tv thats the issue. Software is up to date too. The other thing I noticed is sometimes the roku tv disconnects from the wifi too every so often. Kinda odd but I read thats happened before to others. Ive now just accepted that itll take a few minutes before it recogizes the cable box. 

[RokuTakashi]

We appreciate you for keeping us posted, @countrylizzard

This is not the experience we'd expect you to have, and we'd like to work on this issue. For us to further address this, kindly provide the following details so an investigation will be conducted. 

• Roku device model, serial number, device ID, and software OS/version. (These can all be found in Settings > System > About).
• Tracker ID when this issue occurs. (When you see this issue occur, press the Home button 5 times, followed by the Back button 5 times, and provide us with this ID).
• A photo or video clip referring to the issue,

Once we have team information, our team will review the case and move forward with actions necessary to address the issue at hand.

Your response would be much appreciated.

Best wishes,
Kash

[countrylizzard]

Hisense Model 4Series-40

Serial number X02700VTLS4X

Software 12.5.0 build 5159-G5

Device ID S0JEY3DTLS4X

At this point Ive just accepted that it takes a few tries to get it to come on. Ive reset the cable box Ive reset the tv checked wifi etc. Eventually it works. I have the cable box plugged into hdmi1 in the back of the tv should I plug it into hdmi2 or 3 or does it make a difference. Maybe one day itll fix itself. 

[RokuTakashi]

Thanks for keeping us in touch, @countrylizzard

Kindly be advised that we have forwarded the concern you have encountered to the appropriate Roku team who'll investigate the issue further. We'll be working with them as we will provide updates regarding any progress and developments with the investigation in this thread.

Your patience and understanding are greatly appreciated in the meantime.

Best wishes,
Kash

[Normdeb72]

Every morning, we have to reconnect to the internet. If the tv is off for a long time during the day it's the same thing. No error message. Just have to go through the steps to reconnect every time. The other tv's are fine. Never a problem. 

[RokuJechealR]

Hi @Normdeb72,

Thanks for the response!

We are interested in learning more about the problem you are experiencing, and we'd be more than glad to assist. There are a few troubleshooting steps you can try:

1. Navigate to Settings > System > Advance System Settings > Network Connection Reset > Reset Connection.
2. Then restart your Roku device from Settings > System > Power (skip if there is no sub-menu) > System Restart. 
3. Restart your modem/router and reconnect your Roku device to your network.

Please keep us posted on how this works for you, and we'll continue assisting you from there.

All the best,
Chel

[Normdeb72]

Did that. No changes. 

[RokuJechealR]

Hi @Normdeb72,

Thanks for keeping us updated!

We're sorry if you are still experiencing the issue after doing the troubleshooting steps provided above. May we ask what Roku device you are using right now? (e.g., Roku Express, Roku Streambar, Roku TV—specify TV) Who is your ISP? (Internet Service Provider) In addition, have you tried to connect your Roku device to an alternative wireless network, such as a mobile hotspot, to see if you are still experiencing the same issue? If you see something different, please let us know what you see.

We look forward to hearing from you and looking closely into this issue.

All the best,
Chel

[Normdeb72]

T mobile internet. Don’t have a mobile hotspot.