Forum Discussion

Hollym's avatar
Hollym
Newbie
3 years ago

Roku wifi says excellent wifi and has internet connection but apps wont work

I am having the same problem internet is good, reset the connection, did a factory rest and still can not get any of my apps to load. I have a roku in my bedroom and that one works just fine. Pleas...
tv & player wifi
RokuDanny-R's avatar
RokuDanny-R
Retired Moderator
3 years ago

Hollym

Thanks for the post.

We would be more than happy to look further into this issue, but we will need more details. Can you please provide us the following information:

  • Roku device model, serial number, device ID, and software OS/version (these can all be found in Settings > System > About)
  • does this issue occur on a specific channel? if so, what channel and what version/build is the channel (this can be found be selecting the channel on the Home screen and pressing the * button)
  • tracker ID when this issue occurs (when you see this issue occur, press the Home button 5 times, followed by the Back button 5 times and provide us with this ID)
  • steps to reproduce the issue you are seeing 

Once we have this information, we will be able to pass it along to the appropriate Roku team to investigate further.


Thanks,
Danny

Ford10's avatar
Ford10
Newbie
3 years ago

Hi Danny, I just subscribed to Peacock premium but can't watch anything, constantly in load mode with the yellow circle endless. I have excellent wifi strength. My roku devise is 4k.  I purchased Peacock thru roku so not pleased it was offered if this device doesn't support. I have no trouble with other channels although hulu was a little problematic but not this bad. I canceled acct 5 minutes after ordering. Will roku refund the 12 bucks? Thanks . Barabara

  • RokuJanadeeK's avatar
    RokuJanadeeK
    Retired Moderator
    3 years ago

    Hi Ford10,

    Thanks for sharing the experience you've had with this concern.

    For charge reimbursement, it will be effective for you to contact our account-billing team directly, as they are the best ones who can help you further. You can visit them at https://support.roku.com/contactus and choose the "Account, payments, and subscriptions" category. There should be an option to talk to one of our live representatives.

    We hope this helps. Please let us know if you need any other help.

    Sincerely,
    Janadee