Forum Discussion

garrettecook's avatar
garrettecook
Channel Surfer
2 months ago

The Smart Home app is crashing

I’ve been a loyal Roku customer and genuinely love their TVs and speakers—so when there was a sale on in-home speakers and smart cameras, I didn’t hesitate. Unfortunately, that excitement has turned into nothing but frustration.

The Roku Smart Home app is completely unusable. It doesn’t just crash—it goes into a kind of digital convulsion, flashing rapidly between different screens before shutting down entirely. It loops in and out like that without ever letting me actually access or use the app. I’ve tried reinstalling, updating, troubleshooting—you name it. My phone, a 2025 OnePlus 13 with OxygenOS 15.0, is fully updated and handles every other app just fine. This issue is 100% specific to the Roku app.

I’ve clearly explained this behavior in detail via email, phone calls, and previous reviews. And still—nothing. No fix, no meaningful response, no workaround.

I’ve reached out to customer support several times. The representatives I spoke with were polite, but completely uninformed and unable to offer any solutions. I requested a callback or follow-up email and never heard back. When I attempted to return the cameras, I was told I’d have to pay $13 to $15 out of pocket just to ship them back. Why should I cover return shipping for a product that doesn’t function as advertised?

Honestly, this feels like a marketing tactic—promoting flashy deals to offload hardware while neglecting the app support required to make these devices actually work. It’s disappointing, misleading, and borderline exploitative.

If Roku wants to retain customer trust and avoid further backlash, they need to:

  • Fix the Smart Home app immediately, especially for newer Android phones
  • Offer full refunds to affected customers
  • Cover all return shipping costs
  • Acknowledge and address the failure in customer service and communication

Until then, I’ll continue sharing my experience publicly—through reviews, consumer forums, and social channels. Customers shouldn’t have to scream to be heard, but if that’s the only way to get action, so be it.

For those interested in taking things a step further, please be advised of the following:

Action Guide:
How to Escalate Roku Smart Home App Issues (Simplified Guide)

Here’s how to escalate the problem if you're experiencing similar trouble:

  1. Post your experience on the same platform where you made your purchase or downloaded the app
  2. Clearly describe your device, operating system, and the specific app behavior
  3. If you don’t get a resolution through support, consider filing a complaint with an independent consumer protection organization
  4. Include screenshots, videos, or support history in your documentation
  5. If you see others reporting the same issue online, respond and encourage them to speak up too
  6. I would have given you the websites and names, but this platform will not allow that type of direction.
Smart Home App

5 Replies

  • James2515's avatar
    James2515
    Channel Surfer
    16 days ago

    This sounds incredibly frustrating, and I totally understand your disappointment—especially after investing in multiple Roku products. It’s really surprising that such a major issue with the Smart Home app hasn’t been addressed yet. I recently ran into a similar problem with another smart device brand and found some helpful advice when I happened to Visit knowledgesip website while looking for troubleshooting tips. They had some straightforward guides and info that made a big difference. Hopefully Roku steps up soon—customers like you deserve better support.

  • garrettecook's avatar
    garrettecook
    Channel Surfer
    17 days ago

    Yes, totally agree. 17 days and still no-one has reached out.

    Thank you for your empathy.

  • RioLab's avatar
    RioLab
    Channel Surfer
    24 days ago

    I’m really sorry to hear about the trouble you're experiencing with the Roku Smart Home app. It sounds incredibly frustrating, especially after trying all the troubleshooting steps and contacting customer support with no resolution. I completely understand your concerns about the lack of proper app functionality and customer service. It’s disappointing when a company doesn’t respond or take meaningful action after receiving repeated complaints.I agree that Roku should fix the app immediately, offer full refunds to affected customers, and cover all return shipping costs. It's also important for them to address the failure in customer service, so customers aren't left feeling unheard and ignored. 

  • garrettecook's avatar
    garrettecook
    Channel Surfer
    2 months ago

    For those facing similar issues and seeking resolution, consider the following steps:

    How to Escalate Roku Smart Home App Issues – Simplified Guide

    1. Make Your Review Count Share your experience on platforms such as: • Trustpilot • Reddit (e.g., r/Roku or r/techsupport) • Google Play Store • Amazon • Roku Community Forums Use straightforward language: “The app crashes on my Android 13 phone. I’ve contacted support several times—no fix or refund offered.”
    2. Call for Public Accountability Use social media to highlight your issue. On platforms like X or Facebook, mention Roku’s support handles and include a summary, screenshots, or a brief screen recording of the problem. Visibility often speeds up corporate responses.
    3. Escalate Beyond Support Lines • File a complaint with the Better Business Bureau • Submit a report to the Federal Trade Commission if you feel misled by advertising • Email Roku’s executive team with a concise, respectful summary and your request (e.g., a refund and prepaid return shipping)
    4. Back It Up with Documentation Ensure you include: • Videos or screenshots of the issue • Your phone model and software version • A history of your support attempts (including dates and responses, if any)
    5. Encourage Others to Speak Up If you find users with similar issues in forums or comment threads, share your story and this guide. Collective voices are harder to ignore.