Wi-Fi & connectivity

[ldulaney]

Both my Roku internet connection went out last night. I tried to reconnect the same way like always but it didn't work. It's weird. Both Rokus are disconnected, my wi-fi signal strength: excellent. We have tried every option. Nothing works. Need help. Does anyone have a number?

[makaiguy]

@ldulaney-

There are a couple of network connection problems recently being reported that have been caused by updates to routers. These have primarily been reported with routers supplied by internet providers (Comcast/Xfinity and Cox have been mentioned), but it's possible they could also occur with user-owned routers that have received updates.

• ROKU LOCATES NETWORK AND REPORTS ON CONNECTION QUALITY BUT CANNOT CONNECT
  Some router updates have changed the router's connection settings from b/g/n to just g/n, causing some Roku models to lose their ability to connect to the network. The solution is to set the router's configuration back to using b/g/n.
   
• ROKU CANNOT FIND LOCAL WIFI NETWORK
  Some routers have had their 2.4 GHz wifi band turned off, leaving only the 5 GHz band operational. Devices with single band wifi radios, notably Roku Express and Premiere models (but not Express 4K models) as well as many other single band devices can not even see the 5 GHz band. The solution is to reconfigure the router and turn the 2.4 GHz band back on.
  
  If this problem was not caused by a router update deactivating the 2.4 GHz band, 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 or Settings > System > Power.

If you need to make configuration changes on equipment supplied by your internet provider but you have no access to its settings, you may need to request your internet provider to make the changes for you.

[Positive]

All my ROKU streaming devices stopped working except the 4K and the actual Roku TVs. This information saved me from another full day of frustration. Located network with great quality, but would not connect. Xfinity changed my router back to the original and all are connected now. b/g/n .   Thank you and Xfinity thanks you as well.

[makaiguy]

@Positive-

Thanks for reporting in.  You were lucky.  You got a Comcast rep that was willing to work with you.  All too often their front line people are unaware the routers were updated and just say nothing has changed at their end.