Forum Discussion

kellyppa's avatar
kellyppa
Reel Rookie
7 months ago

Volume + power not working for TV on Ultra Pro remote

I purchased a Roku Ultra with a Voice Remote Pro control in August. The remote stopped controlling the TV earlier today. I have tried EVERYTHING recommended on the Roku support page (as well as many videos and articles) and nothing works. Roku says this product is not eligible for me to speak with an agent, but I don't know why. I purchased this system for my main TV thinking it would be a better choice than the two cheapie Roku's I use in my bedrooms, but it definitely is not.

There are NO batteries, in this remote, it is rechargeable only (and yes, it's fully charged). I feel like I wasted my money on this - It was $100 and is only a few months old - any suggestions? 

remotes

3 Replies

  • RokuJharra-Q's avatar
    RokuJharra-Q
    Retired Moderator
    6 months ago

    Hi, kellyppa

    Thank you for reaching out to the Roku Community!

    We've noticed that you're having issues with your Roku Ultra remote. Let's get this sorted. Please try our Roku remote troubleshooting steps and see if they help with what you're experiencing.

    We also suggest resetting your Roku remote by pressing and holding the Back and Home buttons simultaneously for about 20 seconds. After doing so, pair it again by pressing and holding the Back and Home buttons for 5 seconds or until you see the status light begin to flash.

    Please let us know if the issue is fixed or reply back to the thread for further assistance, we will be glad to help you.

    Best regards,
    Jharra

    • kellyppa's avatar
      kellyppa
      Reel Rookie
      6 months ago

      This issue is not fixed. I tried all of the things you suggest here last week and nothing worked. I've seen this issue mentioned numerous times around the internet regarding the Roku Ultra Pro rechargeable remote and your answer is the one that always is given and it doesn't seem to work for anyone. I've come to the conclusion that this is just a bad product so have ordered a basic remote to replace it. It's a shame that I can't get product support or reimbursement for a product that is only a few months old. 

      • Tivoburkee's avatar
        Tivoburkee
        Community Streaming Expert
        6 months ago

        kellyppa 

         

        You never use the pairing buttons to program your tv volume to ANY Roku remote. The pairing buttons is only there to get the Roku remote controlling the Roku itself. So, if it stopped controlling your tv volume you have to reprogram it for your tv brand. 

        settings> remote & devices> remote> remote in USE> program tv> follow prompts.