Forum Discussion

PrinceLH's avatar
PrinceLH
Streaming Star
2 years ago

Re: Roku Live Channels not working

Starting to get frustrated here.  Over 2 months and no answers.  I've submitted all of my information and have tickets from Roku sticking out of my pockets.  Keep asking me to submit information.  I have done so, many times over.  Still no solution, no firmware updates, just ambivalence.  Not very good customer service.  It's not enough to keep asking me to give them my information.  We need solutions, not continued hands in your pockets and "oh well, we're working on it".  Enough!  Fix it already!!

app playback

22 Replies

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  • PrinceLH's avatar
    PrinceLH
    Streaming Star
    2 years ago

    I wish that were the case.  When are you going to fix this issue for many people in regards to Live programming not working?  I've done everything possible, even changing the internet provider and still it persists.  This is poor customer service.  Can you not just do a firmware update and fix this issue?  

    • jeffyfarley's avatar
      jeffyfarley
      Binge Watcher
      2 years ago

      I fixed it by doing a factory reset and then logging in with a NEW ACCOUNT using a DIFFERENT EMAIL ADDRESS.  Roku never suggested this fix. Does the tech team not no about this or do they just not want to admit that their servers somehow corrupt exisiting user's accounts?

  • PrinceLH's avatar
    PrinceLH
    Streaming Star
    2 years ago

    Going on a year for some people.  Pretty poor service.  How long is too long?  Pathetic!

    • themayo14's avatar
      themayo14
      Reel Rookie
      2 years ago

      We are all still waiting. Roku- still no live channels and my Roku channel doesn’t work either. Everything else no problem. Surely a fix should be on the way!?

      • jeffyfarley's avatar
        jeffyfarley
        Binge Watcher
        2 years ago

        I fixed it by doing a factory reset and then creating a NEW ACCOUNT with a DIFFERENT EMAIL ADDRESS.  I find it hard to believe that Roku doesn't know about this but they never suggested this to me. Maybe they don't want to admit that there is a problem with their own servers courrupting users' accounts.

    • jeffyfarley's avatar
      jeffyfarley
      Binge Watcher
      2 years ago

      Try doing a factory reset and then logging in and creating a NEW ACCOUNT using a DIFFERENT EMAIL. This solved the issue for me on both my Roku devices. This obviously is a problem at the server end where some users' accounts are being corrupted. Why doesn't Roku support suggest this as a fix?

  • coylum's avatar
    coylum
    Channel Surfer
    2 years ago

    I bought mine in Canada and couldn’t get it to work in Mexico. On return to Canada I loaded it up again and got the Roku channels to work. Now in New Zealand they still work.

  • RokuJohnB's avatar
    RokuJohnB
    Community Moderator
    2 years ago

    Hi PrinceLH themayo14,

    Thank you for keeping us posted here in the Roku Community!


    We apologize for the inconvenience that it has caused you, and this is not what we aim for. We want to investigate further this issue that you're currently experiencing with the Roku live channels not working. Can you please provide the following information that has been asked below?

    • Could you send us a photo of your running problem?
    • What troubleshooting steps have you taken so far?
    • Are you using a VPN?

    With detailed information, we will be able to assist you further.

    Many thanks,

    John

    • Terr's avatar
      Terr
      Channel Surfer
      2 years ago

      Steven 68, how did you fix it? 

      • jeffyfarley's avatar
        jeffyfarley
        Binge Watcher
        2 years ago

        I went through the whole process with Roku help and they couldn't fix it. They say they passed my problem on to their back office on January 6. I contacted them again today and they say they are still working on it and will contact me when they figure this out. 

    • jeffyfarley's avatar
      jeffyfarley
      Binge Watcher
      2 years ago

      If you do a factory reset you will be asked to login to your account. If you use a DIFFERENT EMAIL to set up a NEW ACCOUNT your Roku channels should start working again. At least that's how I fixed my two Roku devices.

  • jeffyfarley's avatar
    jeffyfarley
    Binge Watcher
    2 years ago

    I had the same problem and the same experience with Roku support. I finally fixed the issue by doing a factory reset on my device and then using a DIFFERENT EMAIL to create a NEW ROKU ACCOUNT. This had fixed the issue on both of my  Rokus. I don't know why this isn't suggested by Roku support. I find it hard to believe that I figured this out but the tech team is apparently stumped by this and has been for the last couple of years.