Forum Discussion

Breakwater's avatar
Breakwater
Channel Surfer
3 years ago
Solved

Classic Reel channel down?

I've been unable to stream Classic Reel for over three months. Roku support has failed to rectify the problem.

App playback
  • RokuJechealR's avatar
    RokuJechealR
    2 years ago

    Hi embram,

    Thanks for posting in the Roku Community!

    We're sorry to hear about the playback issue that this may have caused. That's not what we aim for. In some cases, removing the affected channel and re-installing it may help. To ensure the process is successful, follow the steps below, making sure you restart your Roku device before adding the channel again.

    1. Remove the channel. Highlight the channel tile on your home screen and press Star to open the Options menu. Select Remove channel and confirm.
      • Note: If you are removing a subscription channel billed to your Roku account, you must cancel the subscription before you see the Remove Channel option. For help identifying this type of subscription channel, read the detailed article about removing a channel.
    2. Restart your Roku device. Navigate to Settings > System > Power (if you do not see a Power submenu, skip to the next step).  System restart.
    3. Re-install the channel: After your Roku device restarts, visit the Roku Channel Store and add the channel again.
      • Note: If you are adding a subscription channel billed to your Roku account, you will need to resubscribe.

    If, after attempting the suggestions above, you are still experiencing the same issue from a single channel while content from other channels plays fine, contact the customer support team for the channel provider to report the issue and get help. Many channels on Roku are developed and maintained by the channel providers themselves.

    You can reach them here: Classic Reel Support.

    Please keep us posted, and we'll continue assisting you from there.

    All the best,
    Chel

  • RokuNimfa-C's avatar
    RokuNimfa-C
    Retired Moderator
    3 years ago

    Hi Breakwater, 

    Thanks for posting in the Roku Community!

    We apologize for the inconvenience this caused. Have you tried the all suggested steps on our Support page: How do I resolve channel playback issues?

    If you are still unable to play videos from one channel after attempting the suggestions above, videos from other channels play fine, contact the channel provider's customer support team to report the issue and get help.

    Channels on Roku are maintained by the channel developer themselves. In this case, there's likely an issue within that specific channel that needs to be addressed with an update from the channel developer.


    Regards, 
    Nimfa

    • embram's avatar
      embram
      Channel Surfer
      2 years ago

      Nothing that was suggested worked. I tried calling the number you gave. When I called that number I got, “I’m sorry, you have reached a number that has been disconnected or is no longer in service.” I also called the number that Roku customer service gave me that they said is the number to Pure Digital, who is the developer of classic. They told me to leave a message. I did and received no reply.

      The Roku customer service and technical service, both of which I tried, are hopeless. Nothing they suggested worked and at the end they each resorted to tell me to “please contact the channel partner regarding this issue,” and then disconnected.

      I think maybe Classic Reel has gone out of business and Roku seems to have no clue about what’s happening.

      • SouthPawPhlly's avatar
        SouthPawPhlly
        Roku Guru
        2 years ago

        I can't say what's wrong because it works just fine for me.

         

        Here is screen shot of the instructions. 

         

         

  • FENSTERBARON8's avatar
    FENSTERBARON8
    Binge Watcher
    2 years ago

    Classic Reels not loading yesterday or today. Called Roku, was put on perpetual hold.

    • RokuERey's avatar
      RokuERey
      Retired Moderator
      2 years ago

      Hi FENSTERBARON8,

      Thanks for reaching out!

      We'd like to see more of what's going on here and see how we can get you up and running.

      Let's see if this works for you. Try to follow the steps below:

      • Remove the channel: Highlight the channel tile on your home screen and press the Star button to open the options menu. Select Remove channel and confirm.
      • Restart your Roku device: Restart the device from the settings menu. Go to Settings > System > System Restart > Restart.
      • Re-install the channel: After your Roku device restarts, visit the Roku Channel Store and add the channel again.

      Please keep us posted!

      Thanks,

      Rey

      • FENSTERBARON8's avatar
        FENSTERBARON8
        Binge Watcher
        2 years ago

        It is impossible for me to remove the channel from my Roku app.  The channel has an option to "move" -- but not to "remove."  I have reset my router and modem and the problem persists.  I am unable to load Classic Reel.