Forum Discussion

Alex9571's avatar
Alex9571
Channel Surfer
2 years ago
Solved

Remote only works from 1 feet away

Hi I opened a ticket with ROKU, that is, I got a ticket number back but no response since #8138080 Anyway I bought a Roku Express 4K Media Streamer with Remote, in May for my in-laws and they didn't...
remotes
  • RokuCarly's avatar
    RokuCarly
    2 years ago

    Hi Alex9571,

    We appreciate your precise explanation.

    We regret any trouble this has caused you but no worries. Our Support team has already been informed of this and will contact you to discuss it. Kindly keep your lines open and check your emails from time to time, as they will reach you there for further assistance. In the meantime, your patience and understanding are highly appreciated. 

    Feel free to post here in the community if there's anything else you'd want us to help you with, and we'd be more than willing to listen and take immediate action, as your satisfaction is essential to us. 

    Thanks,
    Carly

RokuJanadeeK's avatar
RokuJanadeeK
Retired Moderator
2 years ago

Hi Alex9571,

Thanks for letting us know about the issue you've been having with your remote. We're happy to provide you with an accurate resolution for this one.

Can you specify which Roku remote you currently have? Please refer here to identify the remote. Also, please be advised that some Roku remotes, specifically the Roku simple remote, are meant to be used not far from the streaming device since they are operated by infrared light (IR). We suggest placing your Roku Express in a more accessible location and refraining from placing it behind the TV.

If the issue is persistent, please provide us with the Roku device ID that your Roku remote is paired with.

Kindly keep us in the loop so we can assist you further.

Sincerely,
Janadee

Alex9571's avatar
Alex9571
Channel Surfer
2 years ago

Thanks for the quick reply Janadee. I'll have to drive to my in-laws to get the device id. They are tech illiterate so it may take a day or two.

The remote is a simple remote, no microphone icon, no magnifying glass icon, no OK button under the cursor keys. Just replay and star (*), beneath are rewind, pause/play and fast forward.

As for the express location, it is in line of sight of the remote which normally would be about 7-8 feet. It is unacceptable that we should have to have a 7-10 foot HDMI  cable running from the TV to the couch where the remote will be able to see it from 1 foot away.

I have brought the simple remote to my house to try it with my Roku box, it cannot see the Roku receiver from more than 1 foot away. MY simple remote can easily see MY Roku box from where I would normally sit. 

Since I have been able to transfer the problem to MY Roku location, would it not be easier to say this remote is defective and avoid having to make an unnecessary trip to the in-laws to get the device id of the receiver that clearly has no problem?

Awaiting your response

Alex9571

  • RokuCarly's avatar
    RokuCarly
    Community Moderator
    2 years ago

    Hi Alex9571,

    We appreciate your precise explanation.

    We regret any trouble this has caused you but no worries. Our Support team has already been informed of this and will contact you to discuss it. Kindly keep your lines open and check your emails from time to time, as they will reach you there for further assistance. In the meantime, your patience and understanding are highly appreciated. 

    Feel free to post here in the community if there's anything else you'd want us to help you with, and we'd be more than willing to listen and take immediate action, as your satisfaction is essential to us. 

    Thanks,
    Carly

    • Alex9571's avatar
      Alex9571
      Channel Surfer
      2 years ago

      Thank you Carly, I will be standing by.

      Alex9571

      • Alex9571's avatar
        Alex9571
        Channel Surfer
        2 years ago

        So Carly, you say support will be reaching out. It's been 3 weeks and nothing. I am really disappointed by ROKU support.