Wi-Fi & connectivity

[TR_88]

I have 3 #rokuexpress and a #rokutv and none of them are connecting to the internet. 2days now. We have restarted the Rokus, factory reset the Rokus, reset the wifi, factory reset the wifi modem, unplugged the wifi, moved the wifi, hit the reset button on the Rokus pretty much everything and NOTHING has fixed the issue and you can’t get anyone on the phone, everything online says to do the things we have done and it still hasn’t been resolved. Idk what else to do. We have family coming over and the kids won’t have a tv. This is absolutely ridiculous they should have a better support system instead of us just relying on the internet to give us the answers we already do! 

[RokuEuniceL]

Hi @TR_88,

Welcome to the Roku Community! 

We're happy to help with your problem connecting your Roku TV and Roku Express to the internet. We'd like to know more about the issue that you ran into. Please provide us with more details.

• How are you trying to connect to your network? Is it via a wired or wireless connection?
• Did you recently make any changes to your network or network provider?
• What error message or code are you getting after trying to connect to your network? (after putting in the network credentials)
• How far is your device from your network router?
• Do you have cellular data, so we can try connecting your device to your hotspot?

With more detailed information, we will be able to assist you further.

Best regards,

Eunice

[makaiguy]

@TR_88-

A change in Roku ability to make WiFi connections sometimes is the result of an update to you router that changes the router settings.  This is especially common for router equipment supplied by internet suppliers.

Do you have other devices that connect to your wireless network?   Phone, tablet, etc.?  If so, what wifi channel do they say they are connecting to?  This may help in figuring out what's going on.

Channels 1-11
These are in the 2.4 GHz WiFi band.  All Rokus should be able to see these channels.  Make sure your wifi router is set to use b/g/n as their protocols instead of just g/n.

Channels 12-14
These are in the 2.4 GHz band also, but are only used in some areas of the world.  Roku's and many routers do not support them.  Be sure your wifi router is set to use only channels 1-11 and turn off any 2.4 GHz AUTO setting that could select channels 12-14.

Channels 36-48 and 149-165
These are the channels in the 5 GHz wifi range that Rokus with dual-band WiFi capability can use. 

Rokus with single band WiFi (non-4K Roku Express/Express+ with model numbers below 3940 and Premiere/Premiere+ with model numbers below 4620, and all manner of other single-band equipment) can only use the 2.4 GHz band and cannot see these channels at all.  If you have a dual-band router, be sure its 2.4 GHz band is turned on.

Channels 50-144
These channels in the 5 GHz WiFi band are shared with other purposes like military, radar, and weather. These channels are termed DFS (dynamic frequency selection) channels and routers are supposed to automatically switch to a different channel if they detect one of these channels is in use in your area. Roku and many other home use devices don't support these DFS channels.

Many home routers don't include DFS channels, but some do.  Make sure your router is not using these DFS channels, and that it is not using an auto select option that could choose a DFS channel.