Wi-Fi & connectivity

Having Roku connectivity problems? Get the help and troubleshooting tips you need for Roku wireless connection issues, ethernet connections, and more.
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WiFi connection fail only on Roku

All of our Rokus keep losing connection to WiFi. We're able to stream from our phones and our smart TV without any issues. Since we only have one smart TV we need help please!

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13 REPLIES 13
Ello2022
Roku Guru

Re: WiFi connection fail only on Roku

Cab you please provide more information. Which Roku models are these? Who is your ISP?

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DBDukes
Community Streaming Expert

Re: WiFi connection fail only on Roku

@Gramcracker 

Some Roku devices -- commonly the Express -- only support 802.11 b/g/n 2.4 GHz band connectivity. Some ISPs (Comcast/Xfinity as well as some others) have changed their WiFi settings to g/n, which breaks Roku connectivity. So check your model number at Settings > System > About

DBDukes
Roku Community Streaming Expert
Note: I am not a Roku employee.

If this post solves your problem please help others find this answer and click "Accept as Solution."

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RL2020
Channel Surfer

Re: WiFi connection fail only on Roku

I have Xfinity and a Roku Express. They say problem is Roku, Roku says problem is carrier. Every other WiFi device in my house works. Do I need a moe advanced Roku ? Not willing to shell out for another failure. Thanks for the help.

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makaiguy
Community Streaming Expert

Re: WiFi connection fail only on Roku

@RL2020-

There are some router setting issues that can prevent establishing Roku wifi connections. And to make matters worse, some of them can be caused by recently-reported router updates. These have primarily been reported with routers supplied by internet providers (Comcast/xfinity, Cox, and AT&T so far), but it's possible they could also occur with other internet providers or user-owned routers that have received similar updates.

  • ROKU LOCATES NETWORK AND REPORTS NETWORK QUALITY BUT CANNOT CONNECT
    Some router updates have changed the router's connection settings on the 2.4 GHz wifi band from b/g/n to just g/n, causing Rokus connecting to the 2.4 GHz wifi band 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 AT ALL
    A) Some recent router updates have turned off the router's use of the 2.4 GHz band. Some Roku models, notably Roku Express/Express+ (not the relatively new Express 4K/4K+ models 3940/3941) and Premiere/Premiere+ (model numbers above 4620), are lower end units with single band Wi-Fi radios that only support the 2.4 GHz band. They, and many other devices of all sorts that are 2.4 GHz only, can't even see the 5 GHz band, let alone connect to it. If you have 2.4 GHz only Roku model and a dual band router with both 2.4 and 5 GHz bands, be sure the router's 2.4 GHz band is turned on.

    B) In the 2.4 GHz WiFi band, all Rokus support channels 1-11, as are used in North America. If your router supports 2.4 GHz channels outside this range make sure your router is set to use a channel in this range and that you aren't using an auto setting that could select channels outside this range.

    C) Rokus with dual-band wifi radios can connect to the 5 GHz wifi band in two ranges of channel numbers, 36-48, and 149-165. If your router supports 5 GHz channels outside these two ranges make sure your router is set to use a channel with these ranges and that you aren't using an auto setting that could select channels outside these ranges.

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.

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.

Roku Community Streaming Expert
I am not a Roku employee, only a user like you.  Please, no support questions via private message -- post them publicly to the Community where others may benefit as well.
If this post solves your problem please help others find this answer by clicking "Accept as Solution.".

Streaming Stick 4K+ 3821 | Streaming Stick+ 3810 | TCL Roku TV 43S245/C107X
Ello2022
Roku Guru

Re: WiFi connection fail only on Roku

The problem is a base mode Roku Express is only a single band device. It only works on the 2.4. wireless network. Your XFinity modem needs to be on b,g,n of the 2.4 network. More advanced Roku models are dual band so they will connect no matter what 

RL2020
Channel Surfer

Re: WiFi connection fail only on Roku

Thanks so much !

Ello2022
Roku Guru

Re: WiFi connection fail only on Roku

@RL2020  So follow the steps laid out. Everything should work. I tend to buy the Roku Sticks or Ultra

RL2020
Channel Surfer

Re: WiFi connection fail only on Roku

Already ordered. Thanks so much !

Ello2022
Roku Guru

Re: WiFi connection fail only on Roku

@RL2020  Ordered an Ultra? Stick?

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