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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Kmckinney812
Level 7

Internet connection issues

Yesterday our roku in the living room wouldn’t connect to the WiFi, WiFi wasn’t down, then the one in my bedroom wouldn’t connect, and now my daughters won’t either. We have reset the router, the roku and even did a factory reset on one of them. 
Any clue on what it could be?! Or what else I can do? 
we don’t have cable and rely solely on the roku 

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2 REPLIES 2
makaiguy
Community Streaming Expert

Re: Internet connection issues

When seeking help it's ALWAYS a good idea to include your Roku model, model number, and Roku software version (all available via Roku menu path Settings > System > About), as different models have different capabilities and the advice you need may depend on this information.

Might your router be one supplied by your internet provider? If so, your problem may have been caused by a recent update to your router. This has been reported lately with equipment from Xfinity and Cox, but there may be others.

Affected users report the router configuration needs to be switched from g/n security back to b/g/n. If you don't have access to your router's control panel you may have to have your internet provider do it for you.

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
MilesT
Level 14

Re: Internet connection issues

Most likely a router problem.

Older/cheaper Roku only work using older 2.4 GHz WiFi standards and a limited list of WiFi channels.

Some ISP's are reconfiguring customer routers to turn off support for older WiFi to "improve service", breaking Roku

Use the router's configuration pages to verify 2.4ghz "b" standard is on, channels 6-11 selected. Get the router to "forget" the Roku connection if you can.  Get your ISP to help if you can't do this yourself.

And maybe contact you ISP to complain and ask them to lock your configuration so they don't change it again.

Not a Roku employee
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