Wi-Fi & connectivity

[Linda67]

My Roku Premiere + is suddenly not connecting to my wireless network. It started yesterday, when the screen showed that it was connected but none of my channels would load. Then today, it showed connected but as soon as I checked the connection, it would change to not connected. I have restarted my router and Roku Premiere + several times and it will not connect. Nothing has changed - - no new internet provider, etc. My computer and phone are connected to the wireless network just fine. I tried connecting to my phone hotspot and that works, but I can't use that on an ongoing basis. I have tried everything I can find on these boards and nothing has worked. Please help and thank you.

[makaiguy · Accepted solution]

@Linda67-

Your Premiere+ 3921 connects only to the 2.4 GHz WiFi band.

Your problem may have been caused by an update to your router which affects some Roku models. The update changes the router's wifi connection parameters for the 2.4 GHz band from b/g/n to g/n. This has been reported with equipment from Comcast/Xfinity, Cox, and more recently AT&T, but there may be others.

Affected users report the Roku identifies the local network as available and rates the connection quality, but will not then connect.

The fix is to switch the router 2.4 GHz configuration protocols from the g/n wifi set by the update back to b/g/n. If you don't have access to your router's configuration controls or just don't know how to do this you may have to have your internet provider do it for you.

Thanks to forum user @AvsGunnar for providing the links below to instructions for reconfiguring router settings for the listed internet suppliers. If you can't do this yourself, you may need to contact your internet provider to make these changes for you:

• Xfinity / Comcast → ( https://www.xfinity.com/support/articles/change-wifi-mode-admin-tool-xfinity-xfi ) with a walkthrough ( https://community.roku.com/t5/Network-Wireless-Wired-Connections/Error-014-30-stuck-for-three-days/m...)
  
  
• Cox → (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/KM1046172). You can select your appropriate router from the drop down menu.

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 will 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 > Power" or "Settings > System", or if more convenient you can just remove the Roku's power for a few seconds and let it restart.

[Linda67]

Thank you so much! That worked!!! 😊