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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Dawn2605
Level 7

Won’t connect to internet

I Unsubscribed Disney plus bc my kids were not watching it and now neither tv will connect to the internet and they can’t use others apps. Can anyone tell me what’s wrong?

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7 REPLIES 7
renojim
Community Streaming Expert

Re: Won’t connect to internet

Unsubscribing to Disney+ wouldn't have anything to do with why your TVs aren't connecting to the Internet.  The first thing to try is to restart your network equipment - gateway/modem/router.  Just unplug the power for several seconds and plug it back in.  Do the same thing to the TVs.

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Re: Won’t connect to internet

I am having the same issue. I have a brand new Roku and it asks what language and I click English. Then is shows finding wireless networks and will stay on that screen for hours. I’ve tried to unplug and reset both my wireless router and my Roku box. My wireless router is literally 2 feet away from the Roku box

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Bruce1951
Level 7

Re: Won’t connect to internet

After trying like all the other hundreds of people getting roku to connect, unplugging, restarting, secret rooms, login screen changes, I finally got my roku to work.  My sparklight isp uses an arris modem/router wireless combination. It worked fine with cam, phone, switches, but not roku. You could see the roku and other devices on the login client list, but the roku would not go thru to connect to the internet. The roku would connect with eithernet just fine, but I wanted to be able to connect to the internet with wireless also.  The following might work for you. I connected a Netgear AC1000 router to my sparklight router/modem and the setup was easy. I went thru the roku wireless setup and found my NETGEAR22, typed in the password and instantly connected with two green checkmarks. I was connected.  Worked just fine.

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Ladymyste65
Level 7

Re: Won’t connect to internet

I have a current subscription to Disney + and it keeps telling me it can't connect to the internet.  This only happens on the Roku TCL TV I just purchased. I have uninstalled the app, reset the system, reinstalled and still it won't connect.

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RokuKariza-D
Roku Employee
Roku Employee

Re: Won’t connect to internet

Hey @Ladymyste65

Thanks for the post.

Does the issue only occur on Disney Plus or across other channels installed on your Roku TCL TV? By any chance, do you see any error code that comes with the error message? 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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Ladymyste65
Level 7

Re: Won’t connect to internet

This only happens with Disney + and I have followed all the support topics steps to correct and nothing helps.  I have deleted app, reset, downloaded app and still this happens.

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RokuMary-F
Roku Employee
Roku Employee

Re: Won’t connect to internet

Hi @Ladymyste65,

Thanks for following up.

If this issue is not resolved, please help us with additional information provided below that would be helpful for our team to look into this problem.
-Roku device model
-serial number
-device ID
-software OS/version (these can all be found in Settings > System > About)
-does this issue occur on a specific channel? if so, what channel and what version/build is the channel (this can be found by selecting the channel on the Home screen and pressing the * button)
-tracker ID when this issue occurs (when you see this issue occur, press the Home button 5 times, followed by the Back button 5 times)
-what are you seeing on screen? Can you provide a screenshot of the issue or error message
-steps to reproduce the issue you are seeing

Once we have this information, we will be able to investigate further.

 

Best regards,
Mary

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