Forum Discussion

RSM1's avatar
RSM1
Newbie
2 years ago
Solved

Re: Freezing issues from commerical to tv show with Spectrum streaming

It only happens with the ad for Spectrum Internet.  All other ads play and return to the movie just fine it is the spectrum ad for Internet that once the ad is done it freezes up and does not return to the movie when I go back to the movie and taking another route it starts the movie over at the very beginning the problem is not with the TV it's with the spectrum ad

  • RokuEuniceL's avatar
    RokuEuniceL
    2 years ago

    Hi feedingcows,

    Thanks for posting here in the Roku Community!

    We're glad to assist you with your problem with streaming on your Roku device. Is the issue happening on all content or channels, or is this isolated to one content or channel? (Specify)

    If it's happening on one channel, please try removing the channel, restarting the system, and re-adding the channel. If the issue happens on many channels, please restart your network router for this will refresh your connection and improve your internet speed.

    Let us know how it goes, and we'll be glad to further assist you.

    Kind regards,

    Eunice

9 Replies

  • RSM1's avatar
    RSM1
    Newbie
    2 years ago

    Nothing works because it is not the TV's issue.  the problem is with the spectrum ad video.  

  • RSM1's avatar
    RSM1
    Newbie
    2 years ago

    We all have different TVs different models giving one model and that information for one TV is not going to fix the problem when it is the spectrum add video itself.  It's the ad for the $49 internet special with the lady in the blue dress and the big smile I think it's a new ad.  The ad freezes and does not return to the movie.  The problem is not our TVs That's why nothing works when we follow your instructions to reset and unplug and delete channel none of that works because it's not TV the problem is in the ad video programming.

    • RokuCarly's avatar
      RokuCarly
      Community Moderator
      2 years ago

      We're grateful to have you here in the Roku Community, RSM1!

      We regret to hear about the trouble and inconvenience this may have caused you. No worries! We will coordinate this with the relevant Roku team to further review your concern.

      We kindly request your device's information so the appropriate Roku team can review it through your device as you are currently experiencing it. With this being said, kindly provide us the following details below: 

      • Roku device model, serial number, device ID, and OS 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)
      • If possible, a video clip of your running issue.

      We'll be anticipating your response as we are more than eager to provide you with an accurate resolution.

      Best regards,
      Carly

      • feedingcows's avatar
        feedingcows
        Reel Rookie
        2 years ago

        I have the same problem with many commercials freezing and not returning me to the show I was watching.