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Jonathyn's avatar
Jonathyn
Channel Surfer
5 years ago
Solved

Peacock and HBO Max don't work with current device

After weeks of back-and-forth with customer service, I'm now being told to wait patiently on Peacock being available on my system. I installed it via the website, it says it's installed but it isn't on my Roku.  

I've never had an issue with any other channel except HBO Max, and I'm being told that my signal isn't strong enough. It seems this stick 3500X can't handle a signal higher than 11 Mbps, because that's all it ever registers despite me having a signal over 50Mbps in my home (Signal Strength: Excellent in every Roku test).

Every other channel continues to work just fine, including the WWE Network, which is dissolving into Peacock, which is why I need Peacock to WORK. I'm already paying for this channel I can't use, and I don't think it's fair that I have to buy a whole new system because you guys can't get the one I have to operate correctly. Am I out of line here?  I don't think so..

  • RokuDanny-R's avatar
    RokuDanny-R
    5 years ago

    Jonathyn

    Thanks for the inquiry.

    Please be aware that channels will only work on Roku devices if the channel supports that device.


    Thanks,
    Danny

  • StreamerUser's avatar
    StreamerUser
    5 years ago
    Jonathyn wrote:

    After weeks of back-and-forth with customer service, I'm now being told to wait patiently on Peacock being available on my system.

    I installed it via the website, it says it's installed but it isn't on my Roku.  

    I've never had an issue with any other channel except HBOMax, and I'm being told that my signal isn't strong enough. It seems this stick 3500X can't handle a signal higher than 11 Mbps, because that's all it ever registers despite me having a signal over 50Mbps in my home (Signal Strength: Excellent in every Roku test).

    Every other channel continues to work just fine, including the WWE Network, which is dissolving into Peacock, which is why I need Peacock to WORK. I'm already paying for this channel I can't use, and I don't think it's fair that I have to buy a whole new system because you guys can't get the one I have to operate correctly.

    Am I out of line here?  I don't think so..

    Yes, you are "out of line" in regards to demanding that Roku somehow make new apps coded by third parties work on your 7-8 year old model.  You need to direct that particular complaint to the app vendor, who chose the model limits.

    However, you arent "out of line" wondering why this is the first you heard of it from any Roku employee, considering you've apparently been in contact with them for weeks.   Every Roku support employee should be able to refer to a support page or channelstore page with enumerated model limitations.

    There should be an easily accessible Roku support page for any/every new "premium" subscription service that Roku themselves announces/advertises, that contains, amongst other pieces of important and useful information, any model restrictions/limitations. 

    This information should also either be listed on the Roku channelstore details page for that app, or linked to from it.  Its Roku's app store, and they should require disclosure of such device restrictions and limitations (other app stores do this), especially when they are announcing/marketing the availability of the app/service.

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  • StreamerUser's avatar
    StreamerUser
    Roku Guru
    5 years ago
    Jonathyn wrote:

    After weeks of back-and-forth with customer service, I'm now being told to wait patiently on Peacock being available on my system.

    I installed it via the website, it says it's installed but it isn't on my Roku.  

    I've never had an issue with any other channel except HBOMax, and I'm being told that my signal isn't strong enough. It seems this stick 3500X can't handle a signal higher than 11 Mbps, because that's all it ever registers despite me having a signal over 50Mbps in my home (Signal Strength: Excellent in every Roku test).

    Every other channel continues to work just fine, including the WWE Network, which is dissolving into Peacock, which is why I need Peacock to WORK. I'm already paying for this channel I can't use, and I don't think it's fair that I have to buy a whole new system because you guys can't get the one I have to operate correctly.

    Am I out of line here?  I don't think so..

    Yes, you are "out of line" in regards to demanding that Roku somehow make new apps coded by third parties work on your 7-8 year old model.  You need to direct that particular complaint to the app vendor, who chose the model limits.

    However, you arent "out of line" wondering why this is the first you heard of it from any Roku employee, considering you've apparently been in contact with them for weeks.   Every Roku support employee should be able to refer to a support page or channelstore page with enumerated model limitations.

    There should be an easily accessible Roku support page for any/every new "premium" subscription service that Roku themselves announces/advertises, that contains, amongst other pieces of important and useful information, any model restrictions/limitations. 

    This information should also either be listed on the Roku channelstore details page for that app, or linked to from it.  Its Roku's app store, and they should require disclosure of such device restrictions and limitations (other app stores do this), especially when they are announcing/marketing the availability of the app/service.

    • makaiguy's avatar
      makaiguy
      Community Streaming Expert
      5 years ago
      StreamerUser wrote:

      However, you arent "out of line" wondering why this is the first you heard of it from any Roku employee, considering you've apparently been in contact with them for weeks.   Every Roku support employee should be able to refer to a support page or channelstore page with enumerated model limitations.

      There should be an easily accessible Roku support page for any/every new "premium" subscription service that Roku themselves announces/advertises, that contains, amongst other pieces of important and useful information, any model restrictions/limitations. 

      This information should also either be listed on the Roku channelstore details page for that app, or linked to from it.  Its Roku's app store, and they should require disclosure of such device restrictions and limitations (other app stores do this), especially when they are announcing/marketing the availability of the app/service.

      I could not agree more.  If we mere users can look this information up on the web to try to help with questions here, there's no reason Roku personnel can't do the same - both regarding supported models and regions of availability. How tough would it be then to maintain a database?

      Their own software has to make these determinations to determine whether to show a channel in the home page Streaming Channels listings, so it seems with a little programming this information could at least be extracted and automatically included or linked to in the Channel Store online listings.

      • atc98092's avatar
        atc98092
        Community Streaming Expert
        5 years ago

        The channel store has a limited amount of space for describing the channel, so it's understandable the provider uses it to talk about how great it is. Roku doesn't write that content, so it's not their responsibility to list supported devices. But if the providers only support a subset of all devices, they should include a link to their web page that lists those devices. 

  • RokuDanny-R's avatar
    RokuDanny-R
    Retired Moderator
    5 years ago

    Jonathyn

    Thanks for the inquiry.

    Please be aware that channels will only work on Roku devices if the channel supports that device.


    Thanks,
    Danny

    • Jonathyn's avatar
      Jonathyn
      Channel Surfer
      5 years ago
      Why is this the first time I'm hearing this? 
      • Jonathyn's avatar
        Jonathyn
        Channel Surfer
        5 years ago

        And why can't I reply without having to edit HTML in this thing?

  • kvanpatten's avatar
    kvanpatten
    Newbie
    4 years ago

    The description you provided is almost identical to mine. Let me know if you get Peacock on your Roku.

    • Jonathyn's avatar
      Jonathyn
      Channel Surfer
      4 years ago

      The info people gave me was right on the money, so I went ahead and picked up a new Roku unit, and I am so glad I did. Not only does it get every channel I ever tried to download (including a few I had forgotten I wanted), but it's also lightning fast, the remote is streamlined and compatible with my TV, and the channel shortcut buttons go to channels that still exist!  Seriously. I think my old model had a Dumont Network button.

      TL : DR. Bite the bullet, get a new Roku. 

      • DBDukes's avatar
        DBDukes
        Community Streaming Expert
        4 years ago
        Jonathyn wrote:

        ... I think my old model had a Dumont Network button.

        That made me laugh.

    • atc98092's avatar
      atc98092
      Community Streaming Expert
      4 years ago

      kvanpatten You didn't identify what Roku model you have. But if it's unsupported by a particular channel, there's nothing Roku can do about it. They don't develop the channels for 3rd party providers. 

  • PegHBOMaxNotWor's avatar
    PegHBOMaxNotWor
    Newbie
    3 years ago

    HBO max device not recognized. I’m traveling in an rv. HBO max worked fine on my Roku express. New park and now it won’t work. HBO max works fine on my phone. I’ve uninstalled turned off reset etc. to no avail. What gives?

    • atc98092's avatar
      atc98092
      Community Streaming Expert
      3 years ago

      PegHBOMaxNotWor If you're traveling outside the US, that would likely explain HBO Max not working. Most of the major streaming providers have geographic restrictions where they can stream their content. 

      Also, you didn't specify the model Roku you're using. Simply saying "Express" doesn't help because there's many different versions of Express, all with different model numbers. The same applies regardless of the model name. Roku reuses the name over and over with significantly different hardware.