Forum Discussion
Hi Dsoucy14,
Greetings from the Roku Community!
We will be more than happy to investigate further with this issue that you had. May we know if this is the original Roku remote, along with the Roku device?
We'll wait for your response.
Thanks, John
Hi there - this is both the original Voice remote & streaming stick.
How can I get a replacement remote?
- RokuJohnB2 years agoCommunity Moderator
Hi Emissary35,
Thank you for the post!
We understand you're having a problem with the Roku Voice Remote Pro. We're happy to assist you further. May we know what troubleshooting steps you have taken so far?
We'll wait for your response.
Thanks, John
- Emissary352 years agoRoku Guru
The troubleshooting steps I've taken are unpairing the remote and pairing it again. Pairing it to five different Roku devices I own and on ALL of them it shows the same thing. I never get a 100% charge even if I leave it plugged in charging overnight. And the charge drops into the 80% range very quickly.
However, when I have the charging cable plugged in it tells me it is 100% charged, but when I disconnect the charging cable it drops to at least 96%. If I unplug the cable while playing a video I get a pop up on my screen saying the battery is 100% charged. But when checking the remote section in the settings on the home screen it is always 96% or less. So it's conflicting information!
Also I am not using the "Private Listening" feature, I don't use the "Hands Free Voice" feature either. I am well aware that both of those things drain the battery faster. It just drops quickly from normal button presses, there is nothing else to do, it's a bad remote.
- RokuJohnB2 years agoCommunity Moderator
Hi Emissary35,
We are grateful for the information you have given us!
We will be happy to help you even more. Have you tried a different USB charger or another micro USB cable? Did you try using a different power outlet as well?
Please keep us posted on what you find out.
Regards, John
- Emissary352 years agoRoku Guru
Yes I have tried using different outlets, and charging cables, it makes no difference. And that shouldn't have any effect on the Roku remote not charging properly since using the provided charging cable is what you are supposed to be using.
Seriously, these 'suggestions' by the moderators are completely useless. It's obvious nothing is being done to fix my problem or anyone else who has issues with their remotes. It feels like I'm dealing with robots who have no ability to discern common sense every time I get a response from a moderator.
The battery in my Roku rechargeable remote is defective, so send me a new one and I'll be glad to send this defective one back to Roku as long as Roku pays the return shipping. Then you can test it all you want and see how it won't fully charge and won't hold a charge.
- RokuJohnB2 years agoCommunity Moderator
We appreciate your cooperation, Emissary35!
This is not our intention, and we apologize for the inconvenience. Please try the steps below.
Put your streaming device in pairing mode.
- Remove the power cable from your streaming device.
- Wait at least 5 seconds.
- Re-connect the power cable.
- Wait for your streaming device to power on and the Home screen to appear on your TV screen.
- Within 30 seconds of seeing the Home screen on your TV screen, put your voice remote into pairing mode.
Put your voice remote in pairing mode.
- Press and hold the pairing button on your voice remote for 20 seconds. The status light should slowly flash green, stop, and then flash rapidly. When this happens, release the pairing button, and your remote will restart.
- Press and hold the pairing button for 5 seconds, or until you see the status light begin to flash. If the light does not flash, charge your remote.
- Wait for 30 seconds while the remote establishes a connection with your streaming device.
Once your streaming device and remote are connected, the pairing dialog will appear on your TV screen.
Let us know how it works.
Kind regards, John
- Emissary352 years agoRoku Guru
RokuJohnB All of those steps you copied and pasted to me from a script I've done before. It has nothing to do with why the battery in the Voice Remote Pro won't fully charge and won't hold a charge.
That response was completely useless as I had anticipated it would be, instead of Roku ever fixing any problem they send their robot moderators to copy and paste the same basic steps again and again that never work.
I want Roku to actually fix the problems and create remotes that actually work. This one they sent me is defective and I need one that actually works. No amount of rebooting my device or repairing the remote to the devices is going to fix the battery that won't work right!
Does anyone at Roku understand this? We need real customer service here not the joke we are currently getting. We get told to repeat the same steps that don't work and then we are told the info was forwarded to a technical team who are looking into it. But then nothing happens then either.
Roku basically has no true customer service, it feels like most issues like this simply go unresolved for years, especially anything to do with remote problems.
I tried all of those steps BEFORE I came here to complain and I just did them again, they don't fix the battery in my remote.