Wi-Fi & connectivity

Help & troubleshooting for network issues, including connecting your device to your home Wi-Fi network, connecting to public networks, troubleshooting wireless issues & ethernet connections, and optimizing streaming performance.
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DuelingFatty
Level 7

Re: Wifi keeps dropping and then Roku freezes up


@RokuDanny-R wrote:

Hi everyone,

Thanks for the posts.

I would recommend checking out our Support page for troubleshooting issues here: What should I do if I cannot connect to my home network or the internet?

Please answer the following questions so we can get a better understanding of what you are seeing:

- Have you ensured your router is broadcasting a 2.4GHz Wi-Fi network for the device to connect to? The Roku Express is only compatible with wireless b/g/n networks on the 2.4 GHz spectrum. 
- Have you tried changing the wireless broadcast channel on the router to see if this will allow your device to connect? 
- Have you tried moving the device closer to your router to see if you can get connected? 
- How long have you been experiencing this problem?

If those things still aren't helping, feel free to provide us with the serial number of your Roku from Settings>System>About along with the answers to the above questions and I'll be able to assist you further from there.


Thanks,
Danny


My Roku Express 4K+ connects to 5Ghz even with 2.4Ghz broadcasting. My Roku is about 3 feet from the router. No other wireless devices disconnect from the internet when the Roku does. Mine has been doing this since the 17th of September.

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needhelp5
Level 9

Re: Wifi keeps dropping and then Roku freezes up

Hi Danny,

your suggestions have not helped and many people have the same issue so chances are there is a problem with the devices such as a software bug. How can I get further support?  It is possible that my device is faulty and feel as a customer I deserve to be contacted and have the issue troubleshot.  If the issue is a software bug then I would hope you can gather more infomation in our troubleshoot to provide to your developers.

I would REALLY appreciate some personal technical support as I have tried all these community things.

THanks YOu.

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LLUKIN
Level 7

Re: Wifi keeps dropping and then Roku freezes up

I have the same problem. My device is new and is having connectivity issues. When will these devices be compatible with WiFi 6 mesh routers? Will Roku issue updates to the existing newer equipment or will I be required to purchase another device? 

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needhelp5
Level 9

Re: Wifi keeps dropping and then Roku freezes up

 

Dear Roku Support,

I have provided the requested information and have not received any help or responses to the information you requested.  Please let me know the next steps to fixing this issue.

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DuelingFatty
Level 7

Re: Wifi keeps dropping and then Roku freezes up


@needhelp5 wrote:

 

Dear Roku Support,

I have provided the requested information and have not received any help or responses to the information you requested.  Please let me know the next steps to fixing this issue.


They honestly don't know. They keep reusing the same resolutions and blaming routers for the issue.

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needhelp5
Level 9

Re: Wifi keeps dropping and then Roku freezes up

Hi Roku Support,

Can you please answer 1 question.  Am I going to get help from your support department?

 If the answer is yes please let me know how I can obtain this support as I have been trying for weeks.  

If the answer is no then I will stop logging in and posting. I will just throw out the faulty device and move on.

Copy and pasting knowledge base articles is not support and I assume most of that is done by AI. My issue extends past basic troubleshooting and requires individual attention. If I am not going to get this level of support please respond no that I will not get anymore support.

 

 

 

RokuKariza-D
Roku Employee
Roku Employee

Re: Wifi keeps dropping and then Roku freezes up

@needhelp5

We apologize for the delay in response. 

I have passed along your information and concern to our Support team. They will follow up and further assist you through email.


All the best,
Kariza

Kariza D.
Roku Forum Moderator
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RokuKariza-D
Roku Employee
Roku Employee

Re: Wifi keeps dropping and then Roku freezes up

Hey @DuelingFatty @LLUKIN

Thanks for the posts.

For clarification, does your Roku device also froze up when you lose internet connection or you're just having connectivity issues?

Please let us know. We'd like to know more about how we can help.


All the best,
Kariza

Kariza D.
Roku Forum Moderator
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needhelp5
Level 9

Re: Wifi keeps dropping and then Roku freezes up

Hi,

I have not been contacted by the support team yet,  can you please resend or verify it is in their queue?

Thank You

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