Wi-Fi & connectivity

[lizzyrimmsy]

Within the last month or two, I've been having problems staying connected to WiFi. This happens at least twice a day. First time, I have to restart and it stays connected for another hour or so before it disconnects again. I have done EVERYTHING anyone has ever suggested for this; plugging into a wall socket, moving the device away from the router, changing the WiFi channel (from 11 to 1, both of which were supposedly supported channels), resetting the network, factory resetted. Nothing works! If anyone has any other suggestions, please tell me! Short of buying a new device, which I did in the middle of last year already, and I have a feeling the problem will persist anyway, I don't know what else to do. Before anyone says anything about wired connection, that is not an option for the Express.

[TrooperDada326]

The problem is the Roku express is the most inexpensive Roku you come buy. It doesn’t do dual band Wi-Fi. Which is what you need. Your ISP most likely is the issue. The Roku Express you own only does 2.4 GHz. You need to reconfigure your modem. Do you by chance have an AT&T modem? Your best option was to pick up a Roku streaming stick 4K which it has dual band capability. When you run a check connection what does it say for signal strength and speed?

[AvsGunnar]

@lizzyrimmsy 

With the release of firmware updates to certain ISP routers, the single-band 2.4ghz Roku devices like your Roku Express 3930/3931 are having issues connecting and streaming properly.

The remedy and first troubleshooting step for this is to change/verify that the Wireless Mode/Protocol in the router's wireless settings are configured to b/g/n.

Restart both your Router and Roku devices(s) after making the above changes.

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Xfinity/Comcast instructions - https://www.xfinity.com/support/articles/change-wifi-mode-admin-tool-xfinity-xfi and https://community.roku.com/t5/Network-Wireless-Wired-Connections/Error-014-30-stuck-for-three-days/m...

Cox instructions - https://www.cox.com/residential/support/managing-your-in-home-network-with-my-wifi.html

AT&T - https://www.att.com/support/article/u-verse-high-speed-internet/KM1206322/

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Post back with an update or if you need more help. Include your router model number and ISP. (internet service provider) as additional or model specific instructions may be available.

[lizzyrimmsy]

I do not have an AT&T modem. Not sure what it is, honestly. My father set it up. It is 2.4 GHz. If I have to buy yet another device (this will be the third one, if so) I’ll stick with the disconnection issues. I'm not exactly rich at the moment. When I check the internet, it says the strength is excellent and the speed is 65/65.

[TrooperDada326]

A Roku connection check does not give you something like 65/65. Look at internet download speed. Should be something like good (80 Mbps). If you don’t know anything about it how do you know it’s 2.4? So you have no idea what where or what modem it is? So are you not paying for an Internet bill? who is your ISP?

[lizzyrimmsy]

I was looking at the wrong section. Download speed is 35.6mbps, upload speed is 0.44mbps. Double-checking, I have an Arris Surfboard 1001364. Xfinity is the ISP.

[TrooperDada326]

Is that actually information from your Roku? Is that the data from running a check connection on your Roku under the network settings? 

[lizzyrimmsy]

As I told someone else, the network band is 2.4GHz. Not sure if it is dual band or not. I’ll have to check. It’s a third-party, Arris modem, SURFboard 1001364 DOCSIS 3.1 if that helps. 

[TrooperDada326]

You have an older model modem. If you go into the Xfinity store Comcast store you can get a new one. The new ones are made by Technicolor. 

[lizzyrimmsy]

And if getting a new router is not an option? Then what? I was under the impression that what we got was new.