So after three weeks of no problems and receiving an email that the issue was fixed, the intermittent problem of the remote not controlling the volume or power on my LG OLED tv is back. Please advise on next move. Thank you.
Hi BGKYMH
Thanks for the post.
Have you tried all the possible troubleshooting steps in this support link: How to fix your Roku voice or simple remote that is not working? Please let us know. We'll be able to further assist you from there.
All the best,
Kariza
Yes I have. My remote just went three weeks without one incident of this problem. In case you are not up to speed with the IR problem, the remote will be fine then for no reason it will not operate the tv volume or power functions. Then less than a minute later it will be fine again.
Roku posted a few weeks ago that they had corrected this problem with no explanation about it.
Thanks for the reply.
I have passed your information and concern to our Support team. I'd recommend keeping an eye on your email since they will be reaching out to you from there.
Your patience and understanding are greatly appreciated.
All the best,
Kariza
Hello Roku, I'm following up here because the response time ran out on the email you sent me, asking me to review your help with this problem. After our correspondence you decided my remote was faulty and you sent me a new one.
I have been using the new remote for five days now and so far everything is perfect. Just for kicks, I paired the faulty remote to the Roku Ultra in our bedroom. It paired just fine, I heard the music then the music stopped and everything worked including the volume control. Later that night when my wife went to watch tv, you guessed it, no volume control. I do believe you were correct diagnosing it as a faulty remote. If you would like, I would be happy to send this remote back to you for evaluation.
Here is my recommendation for everyone having this intermittent problem. While holding your cell phone with the camera in selfie mode, point your Roku remote at your phone and work the volume buttons. You should see the infrared light on your phone if it is working. If it is not working, you won't see any lights. Try this when your remote fails to work your tv volume. You can also try this with any infrared remote.
So I hope everyone eventually gets their problems taken care of. I've been using Roku Ultra's for a long time and I really believe they are the best streaming device out there. So thank you Roku for replacing my remote and hopefully ending my intermittent problem.
