Forum Discussion

CarolynA2's avatar
CarolynA2
Channel Surfer
2 years ago

Viaplay thru Roku/The Protectors/subtitles lagging

I have Viaplay annual plan  through the Roku channel - not the separate Viaplay Channel through the store.   Watching The Protectors and suddenly in S2 E3 the subtitles started lagging the action a...
app playback
RokuERey's avatar
RokuERey
Retired Moderator
2 years ago

Hi CarolynA2,

Thanks for the post!

We appreciate you bringing this to our attention, and we'd like to learn more about it.

It could be possible that the app itself receives an update. Try to see if there's an available one by highlighting the channel tile and pressing the * button, and you will be prompted to choose options. Look for Check Now.

If you have no luck, we suggest reaching out directly to the channel support team and seeing what they can suggest about this. Most of the channels on Roku are managed and maintained by the channel providers themselves.

Please get back to us if they are able to resolve the issue.

Thanks,

Rey

  • CarolynA2's avatar
    CarolynA2
    Channel Surfer
    2 years ago

    You refer to "channel support team". How/where?  I ended up here from the Roku Channel website Support section. It just has FAQ & questions. Neither the website nor the app has a contact support option.

    The Viaplay via Roku Channel tile has no contact support option either. And Viaplay didn't support the issue I had in March because it wasn't through them.

     

    Note: I tried the tile/* and the Restart Channel option took me to the Roku Channel tile directly. There was no change to the lagging subtitles.

     

    Unrelated: while trying to find something else to watch on Viaplay through Roku Channel I tried Sandhamn Murders - and found Season 3 was missing Episode 1. Roku Channel is definitely not supporting the Viaolay they offer.

    • RokuERey's avatar
      RokuERey
      Retired Moderator
      2 years ago

      Hi CarolynA2,

      Thanks for keeping us posted!

      Please be advised that Roku only hosts the channels available on the platform. Content and channel updates are directly managed by the channel providers themselves.

      Any cases or issues must be reported to them directly. You can contact them here at ViaPlay Support.

      Please let us know if they're able to resolve it. Thanks!

      Regards,

      Rey

      • CarolynA2's avatar
        CarolynA2
        Channel Surfer
        2 years ago

        No, in this case the content is subscribed to *through the Roku Channel*, not selected from the streaming channel store. Like go into the Roku Channel app on my Roku device and subscribe there.

         

        Very early in my subscription I had a problem with missing episodes in another series - and Viaplay was unable to address it.