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Titadeb4's avatar
Titadeb4
Newbie
5 years ago
Solved

Order a free HDMI extender cable

Bought a roku stick but needs a extender. Can someone help with this problem. 

ID#25507H296126

remotes
  • RokuDanny-R's avatar
    RokuDanny-R
    4 years ago

    Hi everyone,

    Thanks for the posts and feedback.

    Please be aware that we believe that the issue regarding requesting the HDMI extender on our Support page should now be resolved 

    We would recommend trying to submit the form on here: https://my.roku.com/hdmi

    If you are still experiencing an issue, please let us know.


    Thanks,
    Danny

97 Replies

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  • DEANONUTIN's avatar
    DEANONUTIN
    Newbie
    5 years ago

    Come on Roku!  You're telling people to look for their serial number under System>Settings>About but if they can't install the stick into the TV's HDMI port without breaking it off due to the TV's design, they're, never going to see that information.  If they could plug it in, and navigate to that info they wouldn't need it, so I don't see your advice as helpful on the Community board. 

    Your website's request page specifies looking for the serial number on the back of the stick.  I have the Roku Streaming Stick+  model 3810x.  Entering the 12 character alpha-numeric serial number on the back of the stick as instructed does nothing to allow me to "continue" and place the request.  

    Sincerely,

    Ron

    PS  It's no fun if it doesn't run!

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

      DEANONUTIN

      Thanks for the post.

      Can you provide us with the serial number/device ID that is shown on your Roku device?

      With more information we will be able to assist you further.


      Thanks,
      Danny

      • IrvSp's avatar
        IrvSp
        Reel Rookie
        4 years ago
        RokuDanny-R wrote:

        DEANONUTIN

        Thanks for the post.

        Can you provide us with the serial number/device ID that is shown on your Roku device?

        With more information we will be able to assist you further.


        Thanks,
        Danny

        I too have hit this, on Firefox and Edge.

        Filled in ALL the info, clicked continue, NOTHING happens, on both browsers.

        I've seen more than one thread on this too. Something is wrong, and I don't think it is the Browser.

        ------------------------------------------

        Sorry. It seems it IS browser related!!!

        I used Firefox's Troubleshooting mode which basically loads only shipped parts of Firefox. Worked FINE!!!

         
    • bkhhmom's avatar
      bkhhmom
      Newbie
      4 years ago

      I gave up and bought a roku ultra which after last update won’t pair with remote loved and owned many roku products but issues now are making me question purchasing anymore not sure what is going on there but they need to get it together customer service is ….. well not good 

    • jbrown3232's avatar
      jbrown3232
      Newbie
      4 years ago

      the continue button does not work on the page to order the hdmi extender (https://my.roku.com/hdmi). interestingly the cancel button works.  I tried in both chrome and edge with no luck

      • RokuKariza-D's avatar
        RokuKariza-D
        Retired Moderator
        4 years ago

        Hello jbrown3232

        Thanks for the post.

        Could you try using the serial number listed in Settings > System > About when filling up the HDMI extender form? If the issue persists, please reply here with the serial number/device ID of your Roku stick. 

        Please keep us posted.

        All the best,
        Kariza

  • nkell's avatar
    nkell
    Reel Rookie
    4 years ago
    I have had the same issue. Tried all the browsers I have, still no luck.
    • RokuKariza-D's avatar
      RokuKariza-D
      Retired Moderator
      4 years ago

      Hi nkell

      Thanks for posting here in the Community!

      When inputting the serial number, we would suggest making sure to put zeros instead of the letter O. Please note as well that serial numbers usually start with "YH". To know your device's exact serial number, navigate to Settings > System > About. 

      If still no dice, reply here with the serial number of the affected Roku stick for further assistance.

      Please keep us posted.

      All the best,
      Kariza

  • SueD65's avatar
    SueD65
    Newbie
    5 years ago

    I just ordered (3) for my Streaming Stick Pluses. Had a terrible time with Roku site on my Firefox browser. Decided to sign in on Microsoft Edge & was able to send order without any problem.

  • Maui_Warrior's avatar
    Maui_Warrior
    Reel Rookie
    4 years ago

    I am getting a overheating warning on the Roku. I have tried to fill out the form for an extender from Roku but my SN; number on the back of the stick reads: 21313E223226. Or is it the serial number on my system info screen it reads YH00ET223226. I’ve tried both numbers in th enormous to send but it is saying I do not have the right number and won’t let me send the form. What am I doing wrong.

    Tom Howard

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

      Maui_Warrior

      Thanks for the post.

      The serial number that you want to use is YH00ET223226, as the other number is your device ID. Have you tried using another web browser to see if you are still experiencing an issue ordering the HDMI extender? Some customers have reported that using another web browser resolved their issue.

      Please keep us posted and we will continue to assist you further.


      Thanks,
      Danny

  • Pink22's avatar
    Pink22
    Newbie
    4 years ago

    I purchased my Roku around June 10,  ordered the extender 1 week later, how long does it take to receive it in the mail? I cannot put in the info again as it says it is not a "new" product after I did it the first time. Do I have to return the Roku and go to another brand? Is there a customer service # I can call to expedite this? I have to watch TV in the bedroom  until I can get the TV set up, so I am waiting for the extender cable. Anyone have any suggestions,  any help? Any customer service???? Help....I just wanted to try this Roku out, but I think I made a mistake buying it if I cannot even get a little free cable in the mail. 

    • renojim's avatar
      renojim
      Community Streaming Expert
      4 years ago

      It's been a while since I ordered one, but I think it took a few weeks.  Honestly I think people put too much time and effort into getting one from Roku when they can be had for a few bucks online and you could get it in a couple of days.  I doubt Roku provides any tracking, but they aren't known for doing anything quickly.  I'd give it at least three weeks.

      • makaiguy's avatar
        makaiguy
        Community Streaming Expert
        4 years ago

        I totally agree with renojim 

        There's nothing special about the Roku HDMI extension, it's just a short (4 inches or so) HDMI cord with an HDMI plug at one end and an HDMI socket at the other.  I use one several feet long to locate my Streaming Stick in an equipment closet on the other side of the wall from my TV.  You may be able to find an HDMI extension locally, or for sure online, and not have to wait for Roku to ship it to you.

    • Janet6's avatar
      Janet6
      Newbie
      4 years ago

      I am having same issue with ordering a “free” extender cable. Won’t go through. So frustrating. 

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

        Janet6

        Thanks for the post.

        Can you please specify the issue you are experiencing? Are you seeing an error message? What Roku model device are you using and can you please provide the serial number you are using on the online form?

        With more information we will be able to assist you further.


        Thanks,
        Danny

  • VincentRT's avatar
    VincentRT
    Newbie
    4 years ago

    Hello, 

    I have entered my information into the page on Roku's website that allows you to request a free HDMI extender, but it does not submit. Clicking the "submit" button does not work. Is there anyone who works for ROKU who can manually submit my order and also do the same for others having the same issue? Another solution would be to fix the page on the website. 

    Thanks, 

    -Vincent

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

      VincentRT 

      Thanks for the post.

      Can you please provide the serial number of your Roku device from Settings>System>About? I'll be able to assist you further from there.

       

      Thanks,
      Danny

  • jbcope's avatar
    jbcope
    Newbie
    4 years ago

    The "Continue" button does not work on the order page for the free HDMI extender. I see that this was a problem in June. Is there a solution?

    • Gene4's avatar
      Gene4
      Channel Surfer
      4 years ago

      I have the same problem.  Have filled out the form many times, using different browsers and different machines.  Made sure everything was filled in correctly, but when I click "Continue" nothing happens.  From prior posts, it seems this has been going on for months...

      Contacted tech support by email and got no response.   Called tech support on phone and was told there is NO Free HDMI Extender!  Excuse me???  

      Has anyone with this problem ever actually gotten the promised HDMI Extender, and if so, HOW?

      • renojim's avatar
        renojim
        Community Streaming Expert
        4 years ago

        Gene4, Roku doesn't really have any "tech support" phone number (only billing and set up issues), so there's a good chance you weren't speaking to Roku.

        I've tried the site multiple times (including just now) using real information and bogus information and the Continue button always does something, so it doesn't seem to be universal, although I've seen plenty of complaints here.

        I would first make sure you really have a stick (no HDMI cable necessary) and you're using the serial number that shows under Settings->System->About or shows at https://my.roku.com under "Linked devices" (which may not match what's on the stick).  If it still doesn't work, RokuKariza-D or RokuDanny-R can probably help.

    • butteredcat's avatar
      butteredcat
      Reel Rookie
      4 years ago

      I have just tried the Request for HDMI Extender page multiple times and the continue button does not work. Was there a solution to this?

      • RokuKariza-D's avatar
        RokuKariza-D
        Retired Moderator
        4 years ago

        Hi butteredcat

        Thanks for posting here in the Community!

        When inputting the serial number, we would suggest making sure to put zeros instead of the letter O. Please note as well that serial numbers usually start with "YH". To know your device's exact serial number, navigate to Settings > System > About.

        If still no luck, reply here with the serial number of the affected Roku stick for further assistance.

        Please keep us posted.


        All the best,
        Kariza

    • JM333's avatar
      JM333
      Reel Rookie
      4 years ago

      I got the page to work.

      Do not log into your Roku account.

      Just Go to the page Roku | HDMI® extender and hit the [CONTINUE] button before entering data.

      The required fields will now show up with red boxes around them. 

      Fill in those boxes.

      Hit the [CONTINUE] button and it worked