Roku Customer Service Issues

I purchased a remote from Roku, thinking I had lost ours. However, I found the original remote and tried to cancel the order with Roku support, but they have not responded, and I have received the remote. I no longer require it. The order number is [redacted]12. Roku Customer Support had acknowledged my request with a reference number #([redacted]) and mentioned that they would be in touch, but I have not heard back. I simply want to cancel the order since I found the original remote. Thank you.

Dear Roku Support, I recently purchased two Roku Streaming Devices, the "Roku SE" and "Roku Express". I successfully set up and activated both devices and even installed the Roku Remote App on my cell phones. I can launch apps using the app on my cell phones or the remote controls that came with the devices. However, I have a few questions: 1. Can you please explain the differences between the "Roku SE" and "Roku Express" devices? 2. I am having trouble figuring out how to change TV channels by entering numbers directly without going through them chronologically. For instance, if I am watching Channel 25 on Xfinity Cable and want to switch to Channel [redacted], how can I do this without going through each channel? 3. I have an old TV without HDMI, do you have any Roku devices that are compatible with older TVs? Sincerely, Tori M. Email: [redacted]

I have 2 Roku streaming devices. The Roku Stick is functioning well, but the Roku Premiere, which used to work perfectly, is no longer able to detect the marina network. I live on a boat and rely on the marina's WiFi connection, which has always been reliable. Despite switching the locations of the devices, with the Stick working fine in both places, the Premiere still cannot pick up the signal. The two locations are in the main floor salon and a lower deck cabin, both within reasonable range of the marina repeater. I have a long-range antenna that the Premiere recognizes, but it's not connected to the marina's network. What steps should I take next to resolve this issue?

I own multiple Roku devices and have been experiencing playback issues with my older Roku 3 in my family room. After about 3-4 minutes of using any app or channel, it suddenly drops out to the home screen, requiring us to restart the app only to have it happen again. We've ruled out internet issues and confirmed that other devices in our home do not have the same problem. Despite resetting and factory resetting the Roku 3, the problem persists since the automatic firmware update on 3/7. I suspect the issue might be related to the update. I would appreciate guidance on how to resolve this, as it seems to be specific to this particular device.

I have been charged for Roku by CBS Interactive for four months despite cancelling it multiple times. I continue to be charged $5.99 even though I do not use the app. I have spent over an hour on the phone with both Roku and CBS, and was recently assured by Roku that the issue was resolved and I would not be charged anymore. Please help me immediately cancel my membership, refund me for the last two months, and stop charging me. Trying to cancel this membership has been incredibly difficult, and I feel like I am being taken advantage of. I do not want to waste any more time explaining my situation to someone who does not understand or lies to me. This has been going on for four months. Please cease taking money for a service I do not even use.

A few days ago, I contacted customer support regarding my ROKU not functioning. I was concerned about losing my account after performing a factory reset. However, without verifying my account status, I was offered a 14-day trial for $14.99 by a representative. In a subsequent call with an agent named Matthew, he confirmed I already had a ROKU account and should not have been charged. Ultimately, it was discovered that the ROKU plug had simply come loose from the back of my TV. After reconnecting it, the device worked perfectly. I made the payment with my debit card ending in [redacted] and would like the $14.99 refunded. I am John Hoffman from [redacted] Patriot Drive, Columbia, Kentucky. Please respond promptly to this message. Thank you.

I paid $3.99 for my Lifetime Movie Club subscription, which is not due until May 9th. However, I was unexpectedly disconnected from the service. My name is Annette Cross, and I am confused as to why I was disconnected when my payment is still valid until May 9th. I believe I should receive a refund as I have already paid for the month. It is concerning that they have access to my checking account and still disconnected me before the due date. This has happened before, and I find it unfair. My account clearly indicates that the payment is due on May 9th. I would like an explanation for why this occurred and a refund for the remaining month. I do not plan on resubscribing under these circumstances. Thank you.

I purchased a Roku Streaming Stick Plus (3810CA) in November [redacted] at Walmart in Windsor, Ontario. It was working well until about three weeks ago when the remote started losing its pairing. Despite following all support information to repair the stick and remote, I've had to continually re-pair them over the past three weeks. Now, the remote doesn't work at all, even with the HDMI extension cable I purchased. I have another Roku Streaming Stick Plus that I bought a year ago for another TV, and it works fine. I'm considering getting another remote to troubleshoot the issue. I've tried everything else, so getting a new remote seems like the next logical step since I've only had the device for over four months. I attempted to contact customer service but couldn't get through. I'm hoping for assistance. Thank you, Rick from Windsor, Ontario.

I have been using Roku devices for many years and have always relied on the reverse button located on the left side of the remote. This button allowed me to easily backtrack a few seconds to catch missed dialogues, making it extremely valuable to me. However, recently, the function of this button has changed. Instead of replaying the missed dialogues, it now simply goes back to the previous frame without playing. I found this change disappointing, as it was one of the features that set Roku apart from other streaming devices. I am hopeful that this functionality can be restored or that users can customize their remotes to include this feature. I recently upgraded to a Roku Ultra, thinking my Roku 2 was malfunctioning, only to find that this function had been altered. I truly believe that restoring this feature would greatly enhance the Roku experience.

I have been a loyal user of Roku streaming devices for years. Recently, I noticed a change in the functionality of the reverse button on the remote. Previously, this button allowed me to easily replay missed dialogue by backing up a few seconds without having to press multiple buttons. However, after a recent software update, the reverse button now only goes back to the previous frame, which is not as helpful for replaying content. This change has made the replay function awkward and inefficient, which is frustrating. I hope that Roku can either restore the previous functionality of the reverse button or provide an option to customize the remote to include the replay feature. This improvement would greatly enhance the user experience and make Roku streaming devices more appealing.

I use the "Watch Own" channel for streaming. Recently, when trying to watch a video, all episodes are locked, prompting me to get a TV Provider subscription, which I have through Dish. Dish mentioned it's not on their end since I stream via Roku. I need assistance with this problem. I can access other channels without any trouble. Similar issues have arisen with Bravo and TLC. This problem is recent as it was not an issue a week back. Seeking guidance to resolve this confusion. Thank you.

I am reaching out regarding the difficulties I have encountered with the Roku devices purchased from your company. Living with a limited budget as a disabled individual, I initially bought 2 USB Rokus that, after a brief period of working well, started experiencing connectivity issues with the remotes. Subsequently, I had to acquire 2 Roku Express units, with one of their remotes failing after a few months of use. Recently, the second Express remote also malfunctioned, necessitating me to resort to using the Roku app on my phone. As a result, I now have 2 dysfunctional USB Rokus and 2 Roku Express devices without functioning remotes due to connectivity problems. Procuring additional replacements is financially burdensome for me, particularly considering my debilitating psoriatic arthritis. While I have tried using universal remotes, they do not provide a seamless experience. I kindly request your assistance in resolving these issues, as I am unable to afford more replacements. I value your product greatly and have no interest in switching to other brands. Thank you for your attention to this matter. - Dorrine from Monona, IA.

I have noticed unauthorized charges on my debit card from Roku starting in January. I have never subscribed to Roku and need all the money refunded back to my card promptly. I am facing issues with declined transactions due to these unauthorized charges, causing inconvenience. I demand a resolution within 24 to 48 hours; otherwise, I will involve legal action. You can reach me at [redacted]. Kindly address this matter urgently. Thank you. - Debbie S.

I have been trying to contact customer service to address unauthorized charges for Roku. I no longer have the device as I gave it to a friend over a year ago and never set it up. I did not authorize any payments to be deducted from my bank account, and I am reluctant to provide my card information as I believe you must already have it if charges are going through. I simply request that the $6.99 charged to me be refunded promptly.

I recently had to update my billing information due to receiving a new debit card from Chase. Consequently, I experienced difficulties with my Hulu subscription through Roku. After updating my billing information on Roku, I was informed there was no Hulu account linked. I proceeded to set up direct billing with Hulu. Despite this, Roku continued to charge me. As Roku was unable to reactivate my Hulu account, I decided to cancel it. However, I am now being charged $74.97 by Roku for a closed Hulu account. I kindly request a refund for this charge. I have been unsuccessful in reaching out to your customer service team for assistance. Thank you. - J.D. Davis

On May 29th, I received my new Roku TV and followed the setup instructions. When I contacted support, Kevin mentioned that I needed an upgraded account to activate my TV, charging $[redacted].00. Due to my hearing impairment, some details may have been unclear. Despite realizing I didn't need a new account, I was unable to get a refund after a frustrating call with another unhelpful representative. Kevin, the individual I spoke with, can be reached at [redacted] ext. [redacted] under the customer account rku2949. I am seeking a refund of $[redacted].00. My name is Paula Langille, email [redacted], and phone [redacted]2. Additionally, Kevin changed my account password without my permission.

I recently moved into a 6-year-old home in a suburban neighborhood and subscribed to Comcast Internet with [redacted]+ download speeds. While setting up 4 out of my 14 televisions with Roku as recommended by a Comcast rep, I encountered issues trying to watch HGTV or Fox News. When prompted to download FoxGo or HGTVGO and entering the code on my iPad, a message stated that Xfinity doesn't provide these channels, although they are part of my lineup. I can access them on 3 TVs using the Comcast desktop box. Despite contacting Comcast, even their Executive help group, the issue remains unresolved. My cable package has been consistent, including ESPN and most channels except HBO and Starz. However, discrepancies between the $48 cable charge shown on my iPad and the $[redacted] email bill for cable add to the confusion.

I recently set up my Roku and tried a few Premium channels, including Sling. I canceled them all after about a week since I wasn't using them. To my surprise, I noticed a $30 charge on my bank statement for the next month's subscription fee through Roku. I have tried reaching out to both Roku and Sling for assistance, however, no one was able to provide a solution. I want my subscription canceled and the $30 refunded as per my initial cancellation request. I am looking for guidance on how to proceed with this and when I can expect to see the $30 credit in my checking account. Thank you for your help. Best regards, Kim F.

Issue with Horizontal Lines on Left Side of Roku Screen Greetings, I've owned my Roku Premiere + for several years and recently encountered the problem of horizontal lines on the left side of my screen while streaming. This issue only started appearing in the last month after using a 4K TV for about seven to eight months. The lines seem to be originating from the Roku as I've tested different HDMI cables and ports, confirming it's connected to the Roku. When I adjust the image, the lines shift as well, indicating it's not a TV pixel issue but rather the Roku's output. The problem occurs across all apps on the Roku and is more noticeable in darker scenes. I've attempted troubleshooting by resetting the Roku and tried various methods to resolve it to no avail. Unfortunately, I don't have an alternate TV to test the Roku. I've included some photos in the hope that someone can assist in identifying the source of the problem. Thank you, William NotificationCenter_IV

I would like to remove the "Great Courses Account" from my profile. I attempted to do this twice before, but the second time led to me being logged out of Roku, which was not my intention. My main request is to receive a refund from the aforementioned account and have it credited back to my bank account. Kindly process this quickly to avoid any legal action from my end, which would incur unnecessary costs for both of us. As the customer, I expect prompt resolution regarding the return of my funds. Please address this matter urgently. I appreciate any assistance, though I may need to seek legal advice if necessary.