Wi-Fi & connectivity

[michaelburton57]

My Roku has worked fine at my previous apartment, now in this new place it has not worked. The internet is Xfinity and works perfectly on my phone, laptop, and my roommates Samsung smart tv. for some reason the wireless will not connect to my roku despite the signal strength being "excellent" . i have reset the roku and the router a thousand times. please anything helps.

[Michelle3]

If your Roku is powered through the USB port on your TV, you might not get an internet connection.  I’d suggest connecting it to the wall outlet instead.  If the power is not the issue, then all I can suggest is that your Roku device must’ve began defective.  There’s probably an internal failure in the unit.  I’d suggest contacting the Roku Customer Support here: https://support.roku.com/contactus

~ Jordan

[RokuKariza-D]

Hi @michaelburton57

Thanks for reaching out here in the Community.

You've mentioned that your internet service provider is Xfinity. We would recommend changing your router settings for the 2.4 GHz band from g/n to b/g/n, as customers have stated that this helped resolve their issue. If you need help modifying your router, we suggest reaching out to Xfinity's customer support team. They will be able to assist you with that matter.

Keep us posted on how it goes!

All the best,
Kariza

[makaiguy]

@michaelburton57-

Expanding on @RokuKariza-D's reply above...

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

Your symptoms match those caused by this problem.  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 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 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.