Wi-Fi & connectivity

[antarena]

Hello,

I have multiple Roku streaming sticks in 2 houses. Over the last 2 months out of nowhere they have started losing connection about every 15-20 mins.  I’ve done all of the restarting, checking connection, removing apps and reinstalling and it continues to disconnect.  I’ve disconnected my modem multiple times to reset the WiFi.  After sitting for about 5 mins after it disconnects it reconnects itself.  Why is this happening out of nowhere after owning the devices for over a year with no issues?  How do I fix this?  Thanks. 

[AmJan]

I have the same problem.  I've tried everything.  

[RokuJanadeeK]

Hi @antarena and @AmJan,

Thanks for sharing this issue with us. We're happy to help.

Have you tried using an alternative network, such as a mobile hotspot, and seen if the same issue persists?

Let us know if this works for you so we can continue assisting.

Thanks,
Janadee

[antarena]

Hello,

I don’t mean to sound rude but I’m not seeing how that is a “solution”. This is happening on 4 Roku sticks located in 2 different homes so it’s not even the same network.  Furthermore I also have fire sticks with no issues.  
I have done all troubleshooting tips on the website with the issue continuing.  If the fix is to use a mobile Hot spot then I’ll just get rid of Roku and get fire sticks. 

[RokuEuniceL]

Hi @antarena,

Thanks for updating us here in the Roku Community!

How far is your Roku device from your network router? Are you getting any error messages or error codes when trying to play a content? Please be advised that the reason we suggest you try an alternative network, such as a mobile hotspot, is for you to test if it's happening with a hotspot too.

Let us know how it goes, and we will be happy to assist you further.

Kind regards,

Eunice

[RokuCarly]

Greetings, Community users!

We are fully aware of the occurring issue and would like to further investigate this, as your convenience and satisfaction are what we aim for. Kindly provide us the following details below so we can forward this to the appropriate Roku team for further review:

Device Information (this can all be found in Settings > System > About):

• Roku device model, serial number, device ID, and OS version
• Internet Service Provider
• Router Model

In the meantime, we highly appreciate you bearing with us as we work on this. We'll be looking forward to your responses! 

Kind regards,
Carly

[bebe464]

Experiencing the same disconnect issue with my Roku Express 4k+ since purchase and install back in July. Have tried all reboot, reinstall, factory reset, all network devices power down and up, etc with same issue continuing.

Model 3941X2 - Roku Express 4K+

Serial Number X02200VRUTAU

Software version 12.0.0 build 4184-E4

Device ID S0HAK2CRUTAU

ISP Spectrum

Router Model NETGEAR N600

Any additional help or suggestions would be greatly appreciated!

[RokuERey]

Hi @bebe464,

We appreciate all the necessary details about this issue you're facing. We have passed this case along with the details you provided to the appropriate Roku team for further investigation. We'll make sure to update this thread once we have information available and if we need more details regarding this.

Warm regards,

Rey

[antarena]

Here are two of the ones having issues. The other two are at another house.  

Both of the below are on a comcast network with router model TG4482A.

Model 3820x

Software 12.0.0.4184

Device ID’s

SO8Y421Y9WAJ

SO8Y41C3T4D5

serial #’s

it won’t allow me to post them saying invalid html? 

X017008Y9WAJ

XO17OOU3T4D5

[RokuERey]

Hi @antarena,

Thanks for the update!

I'll add this information to the case and update this thread once we have the information available about the investigation.

Thanks,

Rey