U

Visitor

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3 Messages

Sun, Dec 5, 2021 11:50 PM

Closed

Roku won't connect to internet

Suddenly, my roku disconnected from my wi-fi the other day, and I can't reconnect. I even bought a replacement roku and it won't connect either. I read some stuff online about changing my settings via the Admin Tool, but I can't seem to log in. I don't know what my user name/password are (they are not the default settings), and I don't see how to reset my password for the Admin Tool. 

I'm getting super frustrated! Any thoughts or suggestions?

Accepted Solution

BruceW

Gold Problem Solver

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23.7K Messages

6 m ago

Visitor

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3 Messages

@BruceW YES!!! It took some trial & error, but I finally got connected! 

Thank you!!!!

XfinityRyanE

Official Employee

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420 Messages

Awesome, we are glad to hear that you were able to get the Roku connected! Should you need assistance with anything else in the future, please don't hesitate to make a new post here. Our entire community is available to you at all times to ensure you get the help you need. 

I am an Official Xfinity Employee.
Official Employees are from multiple teams within Xfinity: CARE, Product, Leadership.
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Official Employee

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768 Messages

6 m ago

Hey there, @user_a9dd99, thanks for reaching out through Xfinity Forums! We would be happy to help you with troubleshooting your Roku to get you back to streaming all of your favorite content. We are here to help. Are you seeing your In-Home Network name listed in the available networks on your Roku or what happens when you try to connect? 

Visitor

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3 Messages

@XfinityJeniece I do see my network in the list of networks to connect to. After I select my network & enter my password, I get a message that my Roku can’t connect to the internet. I’ve restarted my router & both my Rokus numerous times to no avail. 

My home network is fine. I’m connected on my iPhone & was working from home, connected via vpn on Friday. 

Official Employee

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480 Messages

I know you said that you have restarted the devices, have you tried to go in and forget the network as well? If you try that and it doesn't help, let me know in a DM with your name and your address and we can try a few other things as well. 

To send a direct message you may need to:

Click "Sign In"

Click the "direct message" icon

Click the "New message" (pencil and paper) icon

Type "Xfinity Support" in the "To:" line and select "Xfinity Support" from the drop-down list which appears. The "Xfinity Support" graphic replaces the "To:" line

Type your message in the text area near the bottom of the window

Press Enter to send it

I am an Official Xfinity Employee.
Official Employees are from multiple teams within Xfinity: CARE, Product, Leadership.
We ask that you post publicly so people with similar questions may benefit from the conversation.
Was your question answered? Please, mark a reply as the Accepted Answer.tick

Visitor

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1 Message

5 m ago

I am getting the same message as everyone here. I restart my roku and router and getting a no connection

Official Employee

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187 Messages

Hello and welcome to Comcast, @Stephanie2686. I am so sorry to hear that you are having issues with the Roku stick not connecting to your Internet service. I am happy to take a look at your connection and help you get connected.

 

Could you please send our team a direct message with your full name and full address? Our team can most definitely take a further look at this issue. To send a "Peer to peer" ("Private") message:

Click "Sign In" if necessary

  • Click the "Peer to peer chat" icon
  • Click the "New message" (pencil and paper) icon
  • Type "Xfinity Support" in the "To:" line and select "Xfinity Support" from the drop-down list which appears. The "Xfinity Support" graphic replaces the "To:" line
  • Type your message in the text area near the bottom of the window
  • Press Enter to send it
I am an Official Xfinity Employee.
Official Employees are from multiple teams within Xfinity: CARE, Product, Leadership.
We ask that you post publicly so people with similar questions may benefit from the conversation.
Was your question answered? Please, mark a reply as the Accepted Answer.tick

Visitor

 • 

2 Messages

4 m ago

I am having issues with this too! Help!!!

EG

Expert

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93.7K Messages

@user_80c79a

Please create a new topic of your own here on this board detailing your issue. Thanks. The original poster has not returned. 2-month-old marked "Solved" dead thread now being closed. 

I am not a Comcast Employee.
I am a Customer Expert volunteering my time to help other customers here in the Forums.
We ask that you post publicly so people with similar questions may benefit from the conversation.

Was your question answered? Please mark an Accepted Answer!tick
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