Roku Customer Service Issues

The following are issues that customers reported to GetHuman about Roku customer service, archive #32. It includes a selection of 20 issues reported from October 17, 2022 until December 25, 2022. If you have a similar customer service issue, this page will help you find current, up-to-date answers and solutions.

I purchased a Roku Express and encountered issues setting it up even with tech support's help. They sent me a replacement remote, but it never arrived. I called again, and they initiated another replacement process. However, I am still waiting for the new remote and keep receiving emails prompting me to contact them by phone, which redirects me to the online support. I have three different Ticket numbers: #[redacted] (initial), #[redacted] (reorder), and #[redacted] (latest email reference). I am confused and just want the new remote or a refund for the Roku. Thank you.

I am new to Roku and have a couple of questions: 1. Can two Roku devices in different areas of my home, sharing the same account, stream different programs simultaneously? 2. When I'm not at home, can I watch Roku on my phone? If so, what is the process to set it up? Please respond at your earliest convenience. If unavailable, you can contact me directly via email at [redacted] Thank you, eagerly awaiting your response via phone, email, or chat.

The other day, my TV was connected to the internet but suddenly stopped working. I tried to reconnect to the Wi-Fi without success. After researching on YouTube and attempting various troubleshooting steps, which included a factory reset, the issue persists. I deleted all apps following the factory reset, and now I can't access anything on my TV. I need technical assistance to help me reconfigure my TV and reconnect it to the Wi-Fi. Kindly contact me at [redacted].

Roku has an unresolved ticket number [redacted] assigned to Stephen L. I am experiencing difficulties reaching their customer service in India and have been unable to speak with an American representative for assistance. Roku has been charging my account $10.89 monthly since September 21, [redacted], without my authorization. They claim they are unable to address this unauthorized fee and suggested that I close my current Roku account and open a new one instead. This unauthorized charge has accumulated to $[redacted].57 over the year since September 21, [redacted]. I need assistance with this issue.

My Roku remote has suddenly stopped functioning despite attempting various troubleshooting steps. I am currently trying to utilize the mobile app as an alternative until I acquire a new remote. However, my Roku device must be connected to the internet to sync with the app, and unfortunately, it is not connected. Accessing the IP Address is also proving challenging as it requires navigating through the Roku settings, which I am unable to do without the physical remote. This issue began after relocating to a new house, though previously the remote was operational shortly after the move.

I recently updated my password, but now I am unable to log in as the new password is not being accepted. When I attempt to reset it by clicking on "forgot password," I do not receive the reset email in my inbox. I suspect my account might have been compromised. Additionally, I receive frequent emails that appear to be from Roku, although the email addresses seem suspicious, like coming from Gmail accounts or other unusual sources. My Roku is not functioning correctly on my TVs, as they keep reverting to "guest" mode whenever I turn them on, even though I have never used this mode before. I am seeking assistance to address these issues promptly.

I have been a loyal Roku customer since their early days, with 8 devices in use and even more in the past for both personal and church use. Unfortunately, I've experienced numerous problems with the remote controls, leading to multiple replacements. Currently, I have a roku stick, roku 2, and roku XS, which were controlled through the roku app. However, after switching wireless network providers, I am unable to set up these devices as the remotes are not working, and the app setup is not an option. This ongoing issue with the remotes has left me feeling frustrated. I am seeking assistance to either resolve the problem with these 3 devices or receive replacement devices at no additional cost, considering the repeated challenges with your remote controls and the expenses incurred on replacements. I eagerly await your response.

Hello, I purchased a second-hand Hinese Onn TV and accidentally linked my debit card to the previous owner's Roku account when buying Boomerang. After a factory reset, I can't remove the subscription or my card details. I don't have any contact with the previous owner, and now the Roku channel is charging me for additional services that I can't remove from my bank account. Additionally, the Roku channel is charging my card $2.10. I apologize for the long paragraph, but I really need help with this situation.

I noticed a charge on my checking account statement for a Roku service that I don't remember signing up for. I have a TCL Roku TV, but I'm unsure about the details of the service. Can you please explain how I was subscribed to Roku and provide information on how to cancel the account or at least give details about the services offered? This would help me decide if I want to continue with the subscription.

I've been attempting for days to access a channel on my TV to watch Yellowstone. I have subscriptions to Hulu, Paramount, Paramount Plus, and more. However, every time I try to watch, it prompts me to go to my TV provider, Optimum, where I face the same issue. I want to identify all the services I have to cancel the unnecessary ones. I'm frustrated and hoping for assistance, could someone please reach out to help resolve this problem. Thank you.

Yesterday, the Roku device at our workplace suddenly stopped connecting to the work Wi-Fi network, and despite multiple attempts to reconnect by restarting the Wi-Fi router and the Roku itself, it continues to not recognize our network. When trying to connect, it shows all other neighboring Wi-Fi networks but not ours. Unsure of what other steps to take and looking forward to some assistance soon. Thank you.

On December 6, I was billed for a subscription that I did not authorize. When attempting to cancel the yearly subscription through my Roku account, I could only disable auto-renewal, not the monthly payments for the whole year. The website lacks proper payment and subscription support, making it challenging to reach out for help. It was a frustrating experience trying to contact them until I stumbled upon your site with a valid phone number. Even after speaking with a customer service representative, I remain uncertain whether the charged amount will be refunded or if my subscription will be terminated.

In the past, I have paid monthly for my premium Peacock subscription, and it would automatically renew. However, for the past several months, money has been debited from my account without my permission. After checking with my bank, I discovered that it was charged by Roku for the Peacock Premium service. I did not authorize this withdrawal and I would like to speak with a representative to resolve this issue as the money was taken from my account without my knowledge.

I subscribed to Acorn TV on Roku on December 11, [redacted]. Unfortunately, I am unable to stream it. When I enter all the information, I keep receiving a pop-up from Acorn stating that a representative will contact me soon. I have even attempted to download the Acorn app on my Samsung TV through the Google Store, but it seems that I need to subscribe or start a 7-day free trial. Moreover, Acorn is no longer available on my list of Roku streaming channels and I have to search for it every time I want to access it. Despite my efforts to retrieve it, I have been unsuccessful. Ultimately, I am being charged on my Roku subscription account without being able to watch the content I am paying for. The subscription is set to expire on January 11, [redacted], as indicated on both my Roku account and the Acorn website. Unlike my experience last year, subscribing to Acorn this time around has been incredibly challenging.

Roku charged my account without authorization for a purchase I never made. They refunded $35 instead of the full amount of $68.61, leaving a remaining balance of $33.61. This unauthorized charge caused my PayPal account to go into the negative. I kindly request for this remaining balance to be refunded to resolve this issue.

While watching Paramount+, I switched to the "Live TV" feature and encountered an ad prompting me to subscribe. Upon attempting to subscribe, I was informed that I already had an account and needed to sign in. After several unsuccessful login attempts, I eventually reached a Paramount signin page where I had to reset my password. Following this, I successfully signed in; however, I was redirected back to the subscription advertisement. I am concerned about canceling my current subscription as it may result in a higher fee, considering I benefit from a grandfathered rate. Although Paramount recognizes me as "registered," I appear to be lacking an account. I noticed that I am billed under "CBS Interactive," which was the platform's name when I initially subscribed. How can I resolve this issue and ensure the app functions correctly?

I purchased a Roku Express, followed the setup instructions correctly, and began the setup process. After selecting English as the language and connecting to Wi-Fi successfully, it began an automatic update. However, after the update, it keeps looping back to the initial setup steps, prompting me to restart the process that I've already completed. I've attempted unplugging and manually restarting the Roku, but it still returns to the beginning each time.

Hello, my name is Sally Christine. I have been noticing unauthorized charges on my credit card since October, totaling $10.59 each month. In addition, I recently saw a Hulu charge of $8.47 on November 9th. I never made any purchases from your company nor do I have an account with you. The credit card used ends in [redacted]. These charges have caused my bank account to be overdrawn by $[redacted]. I urgently need this matter resolved. Kindly reach out to me as soon as possible to rectify these unauthorized charges. Thank you.

I tried to use my cell phone as a remote control for my TV, but the sign-in message kept saying "unable to connect." After contacting my internet provider and confirming that everything was running smoothly on their end, I uninstalled and reinstalled the Roku remote app. However, it still wouldn't allow me to sign in. I usually keep my logins consistent, but none of them seemed to work. Currently, I don't have the standard remote because my puppy chewed it, so I have been relying on my phone, which was working fine until today.

We recently experienced a brief power outage due to rolling blackouts on 12-24-22. Since then, I've been unable to get my Roku Express 4K + to connect to my TV's Wi-Fi network. Despite my phone receiving the Wi-Fi signal, my Roku isn't detecting it. I've attempted to configure it multiple times in the settings, even setting it to Private, but without success. The distance between my TV, internet box, and Roku hasn't changed in the past 5 years, so physical proximity isn't the issue. Any suggestions on what might be causing this connectivity problem would be appreciated.