Wi-Fi & connectivity

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lpalm326
Newbie

Roku tv wi-fi won't connect, won't update, no MAC address/IP found

I turned my onn. Roku tv on this morning and it was trying to do an update. The update failed and I have been unable to connect to Wi-Fi. I have done every troubleshooting task possible and even called Roku for support. I was then sent an e-mail to include demographic info, photos of the tv, and my original receipt that I do not have. This is MORE than frustrating as I have spent 4 hours trying to troubleshoot and fix this connection issue, which is clearly not fixable. I will never purchase another Roku product, as this is a regular occurring issue. These products are made for the "ease," and have been nothing but the total opposite. Beyond frustrated and highly unsatisfied. 

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RokuJechealR
Community Moderator
Community Moderator

Re: Roku tv wi-fi won't connect, won't update, no MAC address/IP found

Hi @lpalm326,

Thanks for the first post to the Roku Community!

We apologize for the inconvenience this may have caused you for having a hard time connecting your Roku ONN TV to the network. That's not what we aim for. Also, we appreciate the troubleshooting steps you have taken to resolve the issue.

We want to investigate further this issue that you're having with the Roku TV. For us to help you better, we will ask a set of questions to isolate the issue:

  • Did we recently make any changes to your network or network provider?
  • How long have you been having connection issues?
  • Are you receiving any error codes or messages?
  • Who is your internet service provider? (ISP)

Please keep us posted, and we'll continue assisting you from there.

All the best,
Chel

Jecheal R.
Roku Community Moderator
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