Forum Discussion

Topcatistop's avatar
Topcatistop
Reel Rookie
2 years ago
Solved

Roku remote unable to hear me

Hello I posted to this message board some months ago. I was subsequently emailed by your customer services department who asked me to send the faulty Roku 4 k streaming stick back to the Roku office for warranty replacement. 

I sent the faulty unit back in November and still haven’t got a new unit sent to me. It has been a long time. No body has contacted me to confirm what is happening. I have emailed numerous times and tried to call them but had no luck. I have paid for a product and sent it back so Roku now have my property and I have no smart Tv device. Please raise this with customer services and ask them to reply to me and to send the replacement stick as soon as possible. 

I tried an official compliant but was also ignored. 

remotes
  • RokuArjiemar's avatar
    RokuArjiemar
    2 years ago

    Hello! Mars_555,

    Welcome aboard here in the Roku Community!

    Thank you for reaching out to us about your Roku remote. We're pleased to assist.

    • What Roku device are you using right now?
    • Is this the first time you have set up or activated this Roku TV or device? If not, is this the first time you have experienced this issue?
    • What type of remote are you using right now?

    For more detailed information about fixing your Roku remote, visit our support page here: How to fix your Roku voice or a simple remote that is not working

    Please keep us posted on what you find out, and we will be happy to continue assisting you further. We look forward to hearing back from you.

    Thanks,

    Arjiemar

27 Replies

  • Mars_555's avatar
    Mars_555
    Reel Rookie
    2 years ago

    I've tried everything but factory resetting my TV to solve my issue none of the solutions in this thread have given me any results. My TV is running the latest software pacth.

    • RokuArjiemar's avatar
      RokuArjiemar
      Retired Moderator
      2 years ago

      Hello! Mars_555,

      Welcome aboard here in the Roku Community!

      Thank you for reaching out to us about your Roku remote. We're pleased to assist.

      • What Roku device are you using right now?
      • Is this the first time you have set up or activated this Roku TV or device? If not, is this the first time you have experienced this issue?
      • What type of remote are you using right now?

      For more detailed information about fixing your Roku remote, visit our support page here: How to fix your Roku voice or a simple remote that is not working

      Please keep us posted on what you find out, and we will be happy to continue assisting you further. We look forward to hearing back from you.

      Thanks,

      Arjiemar

  • Parismom's avatar
    Parismom
    Channel Surfer
    2 years ago

    i just sent a thorough response to you and i'm wondering if you received it.  please let me know.

    parismom

  • Topcatistop's avatar
    Topcatistop
    Reel Rookie
    2 years ago

    Hello Parismom thank you for the reply. No I have not received any other messages from anyone. I have checked my spam folder. 

  • RokuTakashi's avatar
    RokuTakashi
    Community Moderator
    2 years ago

    Hi, Topcatistop

    Thanks for posting, and welcome to the Roku Community.

    We appreciate you for sharing this with us, and we sincerely apologize for the inconvenience regarding the delay in the replacement. We've sent you a private message here in the Roku Community. Kindly navigate at the top right corner of your web browser and click the "mail" icon to access your inbox since we've reached you from there.

    Best wishes,
    Kash

  • Parismom's avatar
    Parismom
    Channel Surfer
    2 years ago

    after  many months of dealing with inadequate customer service, i finally received the replacement remote.  this was a terrible experience with a positive outcome.  

     

    • RokuJechealR's avatar
      RokuJechealR
      Retired Moderator
      2 years ago

      Hi Parismom,

      Greetings from the Roku Community!

      We appreciate you sharing with us your thoughts regarding replacing your Roku remote. We're sorry for any inconvenience that it may have caused you. That's not what we aim for. We always aim to provide our customers with the best streaming experience and convenience when using our services. Thank you so much for your feedback, and we value your input.

      On the other hand, it is our pleasure to hear that the matter has been resolved. We express our gratitude for your effort and time in this matter. Please do not hesitate to reach out to us if there is any further assistance we may provide for you.

      All the best,

      Chel

      • SouthPoleTim's avatar
        SouthPoleTim
        Reel Rookie
        2 years ago

        Just started happening this evening. Always worked in the past. There was an update on my system in the past 24 hours as I can see changes in the home page menu. Now the voice search no longer works. Receive the error "Unable to hear you Try again." Rebooted the Ultra. Put fresh batteries in the remote Repaired the remote to device. Followed every suggestion in the past five pages of responses.

        Device type: Roku Ultra

        Serial number: YJ00DR742370

  • acurri's avatar
    acurri
    Newbie
    2 years ago

    Did not solve problem. Voice command still cannot hear me. It’s always worked fine.

    • Mary40's avatar
      Mary40
      Newbie
      2 years ago

      Interesting, I'm not the only one with this prob.  I've also tried everything suggested, and still the remote says the same thing, unable to hear me.  

      • RokuCarly's avatar
        RokuCarly
        Community Moderator
        2 years ago

        Hi, Community users!

        Greetings from the Roku Community.

        Thank you for reporting the issues you're experiencing with the voice commands of your Roku remotes. I'd be happy to investigate and help you find the best resolution.

        Before proceeding, kindly provide me with the following details so I can assess your concern better and provide you with an accurate resolution:

        • Serial number of the Roku device this remote is connected to:
        • Is this the remote that comes with this Roku device, or was this purchased separately?
        • Have you recently received any software updates on your Roku device? You can check under Settings > System > Power (skip if unavailable) > About.
        • Specific troubleshooting steps you've tried so far.

        In the meantime, I highly suggest resetting your remote by pressing and holding the Back and Home buttons simultaneously for about 20 seconds. After doing so, pair it again to see if this will make any difference. 

        Your update is highly anticipated. 

        Best regards,
        Carly