Forum Discussion

HBJ13's avatar
HBJ13
Reel Rookie
4 years ago
Solved

My Roku Express thinks I’m not in the UK

I have just connected my express & am unable to find any UK channels like iPlayer, ITV HUB, All 4, etc which is the main reason I bought it. I have confirmed that my email account is UK & my IP addre...
  • RokuMary-F's avatar
    RokuMary-F
    3 years ago

    Hi JayDee105,

    Thanks for posting in the Roku Community!

    After further review, you previously stated that you are located in the UK. The system recognized that your Roku account is set under a different region. If you are using a Roku account that wasn't originated in the region in which you are using your device, you may encounter issues within a channel or a Roku feature missing.

    To resolve this, what you need to do is to re-create your Roku account. If you plan on using the same email address. You need to deactivate your Roku account and from there you need to re-activate it. Then link the device again to your account just like you did with the initial setup. 

    After ensuring that you are using a UK Roku account, can you verify if you are still experiencing the same issue?

    We look forward to hearing from you and assisting you with your needs as we are committed to finding a solution for this issue. Thank you!


    Best regards,
    Mary

StreamerUser's avatar
StreamerUser
Roku Guru
4 years ago

1) Make sure you arent using a VPN

2) Some models are location restricted - was this device bought in the UK/from UK retailer?

  • HBJ13's avatar
    HBJ13
    Reel Rookie
    4 years ago

    Thanks. I’m not using a VPN, I bought it from Amazon UK 2 days ago so I’m confused. No reason why it should think I’m in the USA as far as I can see but it lists all the US channels & is priced in $! Very frustrating!!

    • StreamerUser's avatar
      StreamerUser
      Roku Guru
      4 years ago

      1)  Re-verify you arent using a VPN (have you ever used one with your current networking setup?)

      2)  Verify your browser settings - are you connecting to the US or UK roku.com? 

      US=https://www.roku.com

      UK=https://www.roku.com/en-gb/

      This can be changed at the bottom of the page...

      3)  Verify your email address is in fact UK-based

      4)  Provide the full model name & number and firmware version:  Settings/System/About 

      (Type the provided "Model" and "Software version" information exactly as shown - do not leave anything out)

      Otherwise, contact Roku Support:   +44 203 684 1123

      and/or message RokuDanny-R 

      • HBJ13's avatar
        HBJ13
        Reel Rookie
        4 years ago

        Hi

        Defiantly have never had a VPN on the home network 

        I am using the UK site

        My email is UK based

        Model 3930EU - Roku Express

        S/N X004004YANHA

        Software Version 10.0.0 build 4209-AE

        Device ID S01V314YANHA

        IP Address 192.168.10.190

        I can connect to Netflix & Disney + which are both UK accounts 

        Many thanks in advance