Forum Discussion

rukiafan's avatar
rukiafan
Binge Watcher
9 months ago

channel list hiding channels when connected to wifi

why does the channel list hide channels when connected to the internet? my roku tv is on the latest update and is hiding 1 sub channel from the list unless i power off my router and then turn off and on the tv.  why is this happening and how do you fix it?

9 Replies

  • RokuCarly's avatar
    RokuCarly
    Community Moderator
    9 months ago

    Hi, rukiafan.

    Greetings from the Roku Community.

    Thanks for stopping by and informing us about the missing channels when your Roku TV is connected to the internet. We'd be happy to help you determine the cause of this. 

    Before we proceed, we'd like to gather further details about this and it would be great if you could provide us with the following information:

    • What specific channel is this? 
    • Is this an OTA channel? Are you using an antenna?
    • Did this happen before? If not, when did you start observing this from happening?
    • What is your Roku TV's recent software version? You may check it under Settings > System > About > press the right arrow button to show the details.

    We'll be looking forward to your response!

    Warm regards,
    Carly

    • rukiafan's avatar
      rukiafan
      Binge Watcher
      9 months ago

      RokuCarly it's an ota channel and it's the same issue everyone else has been having for the last year or 2 years.  the ota channel scan finds 62 channels but only 61 show in the channel list.  my tv is an onn 32 inch roku tv model 100012589 hardware id 8522x on the latest software version 13.1.4 1510-an

      • RokuCarly's avatar
        RokuCarly
        Community Moderator
        9 months ago

        Hi, rukiafan.

        Thank you for the additional information. 

        This may require review by the relevant team. Kindly provide us with your device's information so we can investigate:

        • Roku device model, serial number, device ID, and current software version. (this can all be found in Settings > System > About)
        • Tracker ID (when you see this issue occur, press the Home button 5 times, followed by the Back button 5 times, and provide us with this ID)

        We'll be looking forward to your response so that we can check this further and provide you with a swift resolution.

        Regards,
        Carly