Roku Customer Service Issues

Recently purchased a Roku Streambar Pro to enhance my RV entertainment setup which consists of a Directv connection to my Insignia TV. The TV has three HDMI ports, with the Directv plugged into the HDMI-ARC port. I would like to keep my Directv remote separate from the Roku remote and avoid any interference with my existing channel setup. The Roku instructions recommend enabling CEC on the TV, but I prefer to use separate remotes for each device. Is it feasible to manually switch between HDMI ports to access both the Directv and Roku functionality without impacting the existing setup? I aim to maintain the convenience of watching both sources without merging the controls.

I received an email promotion for the "new and improved" Roku Express, so I placed an order. Shortly after, I received two devices and was charged for both on my Visa. Despite multiple calls and being on hold for hours, I made no progress in returning the extra unit. Fortunately, I spoke to a helpful representative named Gladys, who provided a ticket number - #[redacted]. She assured me I would be contacted within 24 hours. However, after a week, I have yet to receive any resolution. The ongoing support surveys with new ticket numbers only add to my frustration. I simply want to return the extra Roku, get a refund, and move on. As someone with years of customer service experience, I am baffled by the lack of assistance from Roku. I hope for a swift resolution to this ordeal.

My Roku is not recognizing my wireless network. It can pick up my WiFi but keeps saying there is no wireless connection. It was working perfectly, but around 8 pm, it suddenly stopped. I have tried resetting my router multiple times and even contacted my internet provider. All my other devices are connecting to the network without any issues except for my Roku. I have also restarted the Roku and attempted to set up the connection again, but it goes through all the steps and ends up telling me there is no wireless connection. I have a relatively new Roku, so this issue doesn't make sense to me.

I recently purchased a ROKU Premiere to use with my [redacted] Mitsubishi DLP TV. The picture quality is excellent, but I am experiencing an issue every 15 minutes. While streaming smoothly, my TV displays a popup stating it cannot identify the connected device (ROKU). It offers a list of components to choose from, like DVD or PlayStation, but ROKU is not listed. No matter what I select, the popup persists. Despite this annoyance, the ROKU functions well, and the apps work flawlessly. I appreciate any advice on how to address this issue. The ROKU is the sole device connected to my TV via HDMI. Thank you for your assistance.

I was charged for HBO MAX and Disney+ without my approval. The total amount charged is $[redacted].00, and I request a refund. I do not use Disney+ and have free cable services with additional features, making it unnecessary for me to subscribe. On the other hand, $[redacted].65 was charged for HBO MAX without my consent. I have complimentary access to HBO Max through my employer as I work for a cable company, so I should not have been charged for it. I am seeking a total refund of $[redacted].65 to be returned promptly to my account. It is baffling to me why these charges were applied without my authorization, and I kindly ask for a swift resolution to this matter. Thank you.

While watching Roku channels like "Forged in Fire," "Sue Thomas: FBI," "Cook's Country," and "Columbo," I've noticed a recurring issue during commercial breaks where the video image freezes, especially after the "Midea" ad. The sound continues, but the frozen image requires me to pause the program and hit the left arrow on my remote to unfreeze. However, pressing "OK" often loads a new set of ads instead of returning to the program immediately. This feels unfair and like a ploy for Roku to show additional ads beyond what was agreed upon. I accept ads but shouldn't have to endure extra ones due to technical glitches. It's frustrating to sit through more commercials and manually fix the freezing issue. It would be great if this problem could be resolved, so I can enjoy my chosen programs without interruptions and unnecessary ads. Thank you.

I have been attempting to cancel my service for the past seven months without success. This is the first platform where I might reach a real person to stop the automatic payments. Despite putting stop payments at my bank and getting a new credit card with a different security code, I have had no luck. The customer service number only plays a recording, and I do not have a Roku service anymore, which is the only way the company allows cancellations. I am seeking to have my service discontinued and to be refunded for the last seven months. Thank you. - JT from Fremont, CA.

I recently bought a new Roku to upgrade from my old one, but unfortunately, it doesn't fit properly. I attempted to order an extender from the website, but it seems they are not currently accepting orders. Could you please assist me by sending one? Serial number: S08Y421CE6AF. Name: S. Nordstrom. Address: [redacted] Springview Drive, Eagle River, WI 54[redacted].

I contacted Roku this morning regarding my inability to access my account. After being advised to visit my.roku.com and given a password, I discovered that my account had been compromised by Dish Network. Dish Network had access to my internet password and account information due to previous technical issues. The new Roku TV, obtained while under Dish Network, seems to be linked to the problem. Despite a reset by the helpful lady at Roku, logging in still shows a different email and password. I have reset the Roku TV but cannot proceed until my internet provider comes on the 26th. I intend to switch to a new internet receiver with a different password to resolve this issue. Leaving Dish Network coincided with these troubles. Once I have a new internet account, hopefully, all problems will be resolved. I am switching to a new email address as well. I hope Roku can investigate this issue with Dish Network to prevent account takeovers and provide better security measures for affected customers. Thank you for your attention. I am a devoted Roku user! Thank you. Vicki Perez - Gravity, Iowa.

I purchased my Roku stick a few years ago, and it provided great viewing experiences until I added Discovery+. Unfortunately, I started experiencing issues with Discovery+ looping every 2-5 minutes, making it impossible to watch anything smoothly. Despite following Discovery+'s troubleshooting steps, including reinstalling the app, the problem persisted. This issue doesn't occur with any other streaming apps, except recently with the Victory channel occasionally closing to a black screen. I'm unsure if this is a sign that my Roku stick is becoming unreliable or if there could be another explanation. I have a limited budget, so I'm hoping for a cost-effective solution to improve my streaming experience. Thank you for any assistance and potential discounts available for upgrading the Roku. - Ginger S.

I would like to inquire about the $5.29 monthly charge I am facing for a device that was never connected. The device was not compatible with my old TV and I gave it away. I specifically purchased TVs with Roku already built-in, as I was informed there would be no charge unless I opted for extras. I am frustrated with the generic responses from automated bots and simply wish to connect with a real person. Could you provide me with a number to bypass the fees and directly speak with a representative? My daughter recently pointed out that I have been paying this charge for some time now, prompting me to seek clarification. Thank you.

I used the ROKU device set up by my daughter and considered adding HULU. A representative informed me that I wasn't directly connected and shut off my Roku, leaving me without TV access. Following a demand for $[redacted] for a lifetime subscription, I lost access to local channels ABC, NBC, and CBS in Houston. Contact attempts led to a callback from [redacted] and no response at [redacted]. I suspect a scam and want to regain access to those channels. Refund request is due to not receiving the promised service.

I'm looking to inquire with Roku about upgrading my old device. I'm interested in purchasing the newest model that features an earphone jack in the remote. I am currently trying to use the Spectrum streaming app, but I am having difficulty turning off the captions. Despite Spectrum's assistance in setting up the app, I couldn't find the option to disable the captions. Could you advise me on where to purchase the latest Roku device and provide guidance on setting it up to use the Spectrum app without captions? The captions block a significant part of the screen, affecting my viewing experience. I've been a Roku user for many years and rely on it for streaming. My contact details are Trevor and Aoi G. residing at [redacted] Eden Dr., Inverness, FL [redacted]. You can reach me at [redacted] or 1-[redacted].

I've been trying to connect my Roku to my TV, but I'm stuck with error [redacted]. Even after a factory reset, I can't move past the network selection screen. I've been directed to sites charging $55 and $49 for help, which I can't afford on my fixed income. I need assistance to connect my Roku without extra costs. I'm unable to find the model number and the expert I spoke with sent me elsewhere without listening to my concerns.

I own a Sharp Roku TV that seems to have a pin number set up for downloading certain TV stations. My son-in-law initially set up the TV, but he claims not to remember setting up a pin. Despite trying to remove it through the Roku website on my phone, I have been unsuccessful. I do not own a computer, only a smartphone, and I am not internet-savvy. I need assistance in removing or changing this unknown pin on my television. Any help would be greatly appreciated since I am unable to download desired TV stations like ScreenPix due to this issue. Thank you.

I signed up for a yearly subscription to Acorn TV yesterday. While I can open Acorn TV, when I try to watch a show, I receive a message saying, "You have already subscribed to Acorn TV via Roku. Please use the credentials you used when you subscribed to Sign In. 2[redacted]00-[redacted]." I am beyond frustrated. What credentials are they referring to? Where should I enter them? I have tried logging in and out of Roku and Acorn TV multiple times. I even reached out to Acorn TV support, but unfortunately, they have not been helpful at all. I feel like I'm going in circles and wasting so much time on this simple issue. Any assistance would be greatly appreciated. -KM

My spouse and I were looking forward to watching the Rock in Rio concert, so we checked online and discovered that it was available on globoplay. We signed up through Roku specifically to enjoy the show. After accessing their platform, we noticed they offered various channels, including "Multishow," supposed to air the Rock in Rio concert. Although the description mentioned the concert, they were actually showing a comedy program called "Vai que Cola." Upon reaching out to them for a refund, they explained they couldn't broadcast the concert due to image rights issues and advised us to contact Roku, where we subscribed. We're hoping for a prompt cancellation of our subscription and a refund of our money.

I attempted to subscribe to the $1.99 per month special for the peacock service over the phone, but the transaction did not go through. Subsequently, I tried ordering on my TV, which was successful, but I am being charged $4.99 per month instead. In both instances, I opted for the annual one-time payment option. I initially used my Visa card, and then my debit card without realizing the Visa was accepted. I later found a charge of $4.99 on my Visa bill. I would like clarification on whether I was charged twice on both cards and the amount charged on the debit card. Additionally, I did not receive the $1.99 special offer. I am requesting to have the charge removed from my Visa card and cancel that payment method, only opting for the $1.99 x 12 annual payment on my debit card. I prefer resolving this matter by speaking with a service representative to ensure accurate answers. My main concern is to avoid double charges and receive the promotional rate. Can you assist me with resolving this situation?

I am having trouble receiving captions. Can you please provide guidance on how to activate captions when needed? I navigated to the settings, chose accessibility, then selected captions mode. I then selected "on" always. However, when I tried to turn on captions while watching a movie, they did not appear on the screen. The movie was not a recent release. I then went back to settings, selected accessibility, captions mode, and turned it off. When I returned to the movie, there were still no captions displayed on the screen. I am still watching a recent movie where captions are expected to be available. I would appreciate if the Support Desk could provide written instructions to help me resolve this issue.

I am disappointed with the poor customer service experience I am having. I do not require technical assistance but keep being directed to pay for a technician, who cannot address my issue. I do not engage with social media platforms, so that avenue is not helpful for me. My problem concerns my subscription to "FuboTV" since Jan. [redacted], where I have been consistently charged $69.99 monthly. Starting on Nov. 15, [redacted], I noticed an additional charge for "Roku for FuboTV" also at $69.99 monthly. Given my longer history with "FuboTV," I believe this extra charge is an error. Kindly cancel this service and refund the overbilled amount for the 11 months, totaling $[redacted].98. I appreciate your attention to this matter. Best regards, S. Ingle [redacted] The account may still display my previous email address ([redacted]), which is no longer in use.