Wi-Fi & connectivity

[RebeccAlarc]

I just got out chat with a chat bot and still having the issue. She suggested registering my product but I am checking my network first to make sure my husband didn't "accidentally" ban the tv from our network based on mac address. 

[anode505]

Tell your husband, that MAC filtering for security is the equivalent of a luggage lock; it is useless.  Even the script-kiddies can spoof a MAC address in a single command.

[gigi707]

I am having the same issue. Restarted modem/ roku and finally factory reset Roku & still does not connect. I have excellent wifi signal. My other Roku’s are fine excelt for this one. I am very frustrated. Any updates?

[Misskate1873]

I ended up buying a new Roku 4K express and it works perfectly (for now). I think there is planned obsolesence and they stop updating certain models to make them compatible. We will see how this one does in 6 mos. If it fails, I’ll be done with Roku. I have bought 4 now. I am not happy overall. 

[RokuDanny-R]

Hi everyone,

Thanks for the posts.

I would recommend checking out our Support page for troubleshooting issues here: What should I do if I cannot connect to my home network or the internet?

Please answer the following questions so we can get a better understanding of what you are seeing:
- Have you tried changing the wireless broadcast channel on the router to see if this will allow your device to connect? 
- How long have you been experiencing this problem?

If those things still aren't helping, feel free to provide us with the following information and we will be able to assist you further:
-Roku device model, serial number, device ID, and software OS/version (these can all be found in Settings > System > About)
-steps to reproduce the issue you are seeing
-have you tried connecting your device to another wireless network, such as a mobile hotspot, to see if you are able to connect or are you still seeing the same issue occur?

Please keep us posted what you find out.

Thanks,
Danny

[Misskate1873]

Danny, I appreciate your response, but you know all of us have tried everything multiple times. It is clear that some of your devices are simply going bad and that you are using inferior materials in buying these. The sheer volume should be enough to alert your team that you are on the verge of a class action issue. 
I would encourage everyone to follow Danny’s direction on how to notify them.  They must be given an opportunity to cure the issue. I hope Roku recognizes the issue so they can issue a recall of defective products. 

[mmortal03]

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@Misskate1873 wrote:

Danny, I appreciate your response, but you know all of us have tried everything multiple times. It is clear that some of your devices are simply going bad and that you are using inferior materials in buying these. The sheer volume should be enough to alert your team that you are on the verge of a class action issue.

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I mentioned this previously to you, but did you test to see if it would connect to your phone's Internet connection by temporarily setting up your phone as a mobile WiFi hotspot? That would rule out your Roku having "gone bad".

[Peach147]

Same here.   All three of our boxes won’t connect. We’ve rebooted them all so many times and they won’t work !!!!help!

[atc98092]

@Peach147 having three different devices all not connect really does point to some sort of issue with your wireless access point/router. Do you have a cable company as your ISP? Many companies will make changes to your settings without telling you. And those changes might impact your Roku's ability to connect to it.

Is your network shown on your Roku, but it won't connect, or does it not see it at all? Does it see ANY other wireless networks? We need these answers to help your troubleshoot. 

[BillAnderson]

Danny,

You just saved an account.  I was just getting ready to go to another streaming service... 

We haven't been able to use either of our Rokus for a week now and I have gotten very tired of trying to get answers from other lost customers instead of Roku providing support.  I have tried a variety of  recommendations (reset Roku, reset modem, factory reset Roku...), and quite frankly got lost trying to follow some, but what eventually worked was turning my phone into a Hotspot and logging in through it.  When I did, both Rokus did massive software updates and I was able to switch them back over to the normal network.  Bill