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Fawn's avatar
Fawn
Reel Rookie
5 years ago
Solved

HDMI extender cable doesn’t work

I just received my HDMI extended cable from Roku for two of my TVs that I purchased a Roku stick. However I cannot get the Roku streaming sticks to work. But if I disconnect the extenders that Roku sent me both Roku streaming sticks work fine. I think I received two defected extenders. One of the streaming sticks is a 3800X-Roku Streaming Stick on a Panasonic smart TV and the other is a 3800RW-Roku Streaming Stick on a VIZIO smart TV. Can somebody please help me? I’m at my whits end :-(

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

    Fawn

    Thanks for the post. I'm sorry to hear about the experience—that's not what we aim for.

    If the HDMI extenders that we sent you were not working, we would recommend simply requesting another HDMI extender through the form that you used to request the first time around. Hopefully the next set of extenders we send you will be able to work.

    Please keep us posted.


    Thanks,
    Danny

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

    Fawn

    Thanks for the post. I'm sorry to hear about the experience—that's not what we aim for.

    If the HDMI extenders that we sent you were not working, we would recommend simply requesting another HDMI extender through the form that you used to request the first time around. Hopefully the next set of extenders we send you will be able to work.

    Please keep us posted.


    Thanks,
    Danny

    • Fawn's avatar
      Fawn
      Reel Rookie
      5 years ago

      RokuDanny-R  I followed your suggestion and requested the extenders again. I provided the model and serial numbers for each extender. However, that was back in February of this year and I still have not received the two extenders. please let me know what else I can do. Maybe Roku needs to have a recall on these devices. Thank you. 

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

        Fawn

        Thanks for the follow up. I'm sorry to hear about the experience—that's not what we aim for.

        I have passed along your information to our Support team. They will follow up and assist you.

         

        Thanks,
        Danny

    • RandomRJ's avatar
      RandomRJ
      Newbie
      5 years ago

      RokuDanny-R 

      Hi Danny,

       

      I would like to fill out the form for my Roku Streaming Stick +, but it is not accepting the Serial Number from from the about page.

      Thanks.

      • woodworkerii's avatar
        woodworkerii
        Reel Rookie
        5 years ago

        The "Free HDMI Extender" ordering page would not accept my order until I filled in my address in the "standard" USPS format" (i.e. 123 MAIN ST) - uppercase, standard abbreviations, no punctuation, etc. Also try using the S/N on found on the on-screen Roku Account Page rather than the number printed on the device.

        Good luck.