Forum Discussion

mflacke's avatar
mflacke
Channel Surfer
2 months ago

Buffering Issues on HBO Max and Spectrum Apps

I bought a Roku 40" HD LED TV less than a month ago.  The model number is 40R3C5.  So far we have been using mostly the Spectrum app and HBOMAX app.  The TV is struggling with both of them.  Within the HBOMAX app it will stop abruptly while watching a show.  Sometimes it comes back after several seconds, sometimes it comes back with just sound and no picture, often times it will get us out of the app and we have to go back in.  While watching a recorded show via the Spectrum app the other night, it got choppy for awhile, then came back but automatically turned on closed caption.  It did that three times during a hour and a half show.  I've gotten messages to go to settings and check wi-fi connectivity.  Every time I do this the connection test runs fine.  We have a 400mbs internet package, so our speed and bandwidth is fine.  I have a TV in our basement with a Roku box attached to it.  All the apps work fine on the Roku box.

Please help.  What is wrong with my brand new smart TV?  This is very frustrating!

Regards, Mark

app playback

16 Replies

  • RokuSuzette's avatar
    RokuSuzette
    Community Moderator
    2 months ago

    Hey, mflacke​ 

    You're having trouble with HBO Max and Spectrum on your Roku. Thanks for checking your internet and making sure other apps are working.

    Try resetting the network connection. Before doing so, ensure your Roku remote works and you have your Wi-Fi password. Check this link for steps. Once done, reconnect your Roku and try the apps again.

    Let us know how it goes!

    Roku Community Team 

  • JWS9518's avatar
    JWS9518
    Roku Guru
    2 months ago

    mflacke​    Mark:  How far is the wireless router from the TV and Roku?  What router are you using?   Try running a wi-fi analyzer app in the room where your Roku is as you may be getting interference or an intermittent signal.   You may need to change your router channel or make sure you are using 2.4 ghz instead of 5ghz.  You mention a Roku box.  Are you using the Roku TV or Roku device? Is it doing the same on both?   If you are using Spectrum internet, they are notorious for having signal issues...I also use them and had an issue for a couple years before they found the problem.   Make sure they check the signal as well.   Do you use their router or your own?  Make sure your router is up to date with firmware as well.   If you use their combo modem/router..they are not particularly good or reliable with wireless signal.  It is better to use their modem with your own good quality router to get better, more consistent wireless.

    • mflacke's avatar
      mflacke
      Channel Surfer
      31 days ago

      I'm using an Eero wireless system in my house.  The router is in the basement but I have to extenders on the main level of our ranch house, and one of the extenders is right next to my new Roku TV.  When a run a connection test on the TV I get a successful connection result which says the wifi strength is excellent.  I can also run a connection test on my phone right by the TV and get a result of close to 400 mbps back.  I use to have a Samsung smart TV before I brought the Roku, it was located in the same spot and I didn't have these problems.  I can't see how it can be my wifi.  In my basement I have a LG smart TV, but use a Roku box (so I can run the Spectrum app) connected to it.  I don't have any problems on that Roku device. 

      • RokuRhea-V's avatar
        RokuRhea-V
        Community Moderator
        30 days ago

        Hey mflacke​ 

        Thanks for following up. Have you had a chance to try the steps shared by RokuSuzette​? If the issue is still occurring, could you let us know whether you’re seeing any error codes? We’d like to take a closer look

        Can’t wait to hear from you!

        Roku Community Team

  • bakerpenelopa's avatar
    bakerpenelopa
    Reel Rookie
    28 days ago

    You should try to completely reboot it and then check for a system update. If that still doesn't work, you can reset the TV to factory settings. I hope it works for you!

  • mflacke's avatar
    mflacke
    Channel Surfer
    27 days ago

    I experienced another problem today at about 1 PM EST.  I was watching a show on HBOMAX and it was interrupted abruptly, the screen was black with the buffering clock symbol for a couple of seconds, then I was taken to the Roku home screen.  No error codes were displayed.  I didn't get a chance to video capture this since it happened so fast. 

    Here is the tracker ID:  NJ-417-156

    I ran a network connection reset test after this happened and the Wifi signal was listed as excellent and the Internet Download as good (81 mbps).  

    I really feel like this TV has issues.

    Regards, Mark