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Level 7

Activation or Support Scam

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I recently tried to activate a new ROKU Express unit.  When the 4 letter code didn't work, I got a note on my IPad (which I was using to try to activate the ROKU) from "roku.activates-online.com".  I didn't notice the following, also in the address line:  Not Secure.  Anyway, the note said Activation Failed and then listed a number of reasons why that might have happened.  And, it gave a phone number to "contact support team to fix this issue immediately."  (I won't put in the phone number because I don't want anyone else to get caught up in this - and I've sent a couple of emails to ROKU about this.)  Anyway, the foreign sounding person on the call asked me to get my computer (not my IPad) and he would help me out.  I was on the phone with him for probably at least 1/2 hour.  He ended up searching through my entire computer - I could see the lines of code streaming by as I was on the phone with him.  He finally informed my I had a Trojan in my computer and that was the issue.  He then said he could correct that for $500.  At that point I hung up.  I still have my fingers crossed that I don't have lots of malware in my computer (Norton scans say I'm clean).  But, for anyone trying to activate a new ROKU system...be aware of this scam.

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Roku Employee
Roku Employee

Re: Roku phone

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Hi,

Thanks for letting us know about the issue that you are experiencing.

It sounds as you may have contacted by a third party entity. Please be aware that Roku does not charge an activation fee or charge for support. For more information, visit our Support page here: Will I be charged for customer service, device activation, or creating a Roku account?


Thanks,
Danny

Danny R.
Roku Forum Moderator

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Roku Employee
Roku Employee

Re: Why was I charged a one time $99.99? I was told a new policy starting November2019And all users

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@Drum2303 

Thanks for the inquiry.

Please be aware that Roku does not charge an activation fee or charge for support. There is NEVER a charge to create a Roku account. Please see more information here: https://support.roku.com/article/208757068-will-i-be-charged-for-customer-service-device-activation-...

I would like to look further into this issue for you. Please send me a private message with your Roku account email address and the serial number of your device. I will be able to assist you further from there.


Thanks,
Danny

Danny R.
Roku Forum Moderator

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Roku Employee
Roku Employee

Re: Roku phone

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@Boaoxgrl15 

Thanks for letting us know about the issue that you are experiencing.

It sounds as if you may have contacted by a third party support. Please be aware that Roku does not charge an activation fee or charge for support.

For more information, visit our Support page here: Will I be charged for customer service, device activation, or creating a Roku account?

If you would like us to take a look at your account and make everything has been set up properly, please send me a PM with your Roku account email address, and include the serial number of the Roku device from Settings>System>About. I'll be able to assist you further from there.

Thanks,
Danny

Danny R.
Roku Forum Moderator

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Roku Employee
Roku Employee

Re: Paying for update

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@MOLLIE1 @ChaCha 

Thanks for the inquiry. I'm sorry to hear about the experience—that's not what we aim for.

It sounds as you may have contacted by a third party entity. Please be aware that Roku does not charge an activation fee or charge for support.

For more information, visit our Support page here: Will I be charged for customer service, device activation, or creating a Roku account?


Thanks.
Danny

Danny R.
Roku Forum Moderator

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Roku Employee
Roku Employee

Re: Charged $80 cannot contact anyone

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@Ladyquinn201 @Butterflies01 

Thanks for letting us know about the issue that you are experiencing.

It sounds as you may have contacted by a third party entity. Please be aware that Roku does not charge an activation fee or charge for support.

For more information, visit our Support page here: Will I be charged for customer service, device activation, or creating a Roku account?


Thanks.
Danny

Danny R.
Roku Forum Moderator

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Roku Employee
Roku Employee

Re: Roku 3

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@nburmeister 

Thanks for the post.

It sounds as you may have contacted by a third party entity. Please be aware that Roku does not charge an activation fee or charge for support.

For more information, visit our Support page here: Will I be charged for customer service, device activation, or creating a Roku account?

If you would like further assistance regarding your account, please reach out to our support team directly here for your 'Account or billing' issue, here: https://support.roku.com/contactus. They will be able further assist you.


Thanks,
Danny

Danny R.
Roku Forum Moderator

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Roku Employee
Roku Employee

Re: Activation issues

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Hi everyone,

Thanks for the posts.

Please be aware that Roku does not charge an activation fee or charge for support. There is NEVER a charge to create a Roku account. For more information, visit our Support page here: https://support.roku.com/article/208757068-will-i-be-charged-for-customer-service-device-activation-...

If you need further assistance with an account issue, please reach out to our support team directly here for your 'Account or billing' issue, here: https://support.roku.com/contactus. They will be able further assist you.


Thanks,
Danny

Danny R.
Roku Forum Moderator

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Roku Employee
Roku Employee

Re: 2 new Rokus hacked, blocked out of everything...

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@Jewell82 @standwest 

Thanks for the inquiry. I'm sorry to hear about the experience—that's not what we aim for.

It sounds as you may have contacted by a third party entity. Please be aware that Roku does not charge an activation fee or charge for support.

For more information, visit our Support page here: Will I be charged for customer service, device activation, or creating a Roku account?

We would first recommend trying to perform a factory reset on your device. For more information about how to perform a factory reset, visit our Support page here: How do I factory reset my Roku® streaming device?

Then try activating your device using the steps provided by our Support page here: How do I activate or link my Roku® streaming device?

In the event you need further assistance with your account, please reach out to our support team directly here for your 'Account or billing' issue, here: https://support.roku.com/contactus. They will be able further assist you.


Thanks,
Danny

Danny R.
Roku Forum Moderator

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788 Replies
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Level 21

Re: Activation scam

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There are numerous scam sites on the Internet claiming to be Roku support. If it's a toll-free phone number, it's NOT Roku. If they ask for any money, it's NOT Roku. If they want to connect remotely to your computer, it's NOT Roku. All of these sites are either trying to get you to pay something that Roku does not charge for, or they want to connect to your computer and install a virus/bug onto your system. Fingers crossed he didn't install something on your PC, but I would download Malwarebytes and run it on your computer. It can find far more than standard anti-virus. 
Dan
Roku Stick (3600), Ultra (4640), Ultra (4670), Premiere (3920), Insignia 720p Roku TV, Sharp 4K Roku TV, Nvidia Shield, Windows 10 Pro x64 running Serviio and Plex on a wired Gigabit network.
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Level 10

Re: Activation scam

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I doubt he bothered with a virus, if you allowed him remote access he most likely has all the personal info he needs, you should really change all your passwords and keep an eye on credit cards and bank statements.
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Level 11

Re: Activation scam

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"rodbailey" wrote:
When the 4 letter code didn't work, I got a note on my IPad (which I was using to try to activate the ROKU) from "roku.activates-online.com".


I'm wondering how the popup appeared. It's not like a spam site would hijack your internet connection just in case they see that you're trying to activate a device - you had to seek them out. Did you do a web search for more info? Go to the wrong site to start with? 
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Level 10

Re: Activation scam

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"mikebdoss" wrote:
"rodbailey" wrote:
When the 4 letter code didn't work, I got a note on my IPad (which I was using to try to activate the ROKU) from "roku.activates-online.com".


I'm wondering how the popup appeared. It's not like a spam site would hijack your internet connection just in case they see that you're trying to activate a device - you had to seek them out. Did you do a web search for more info? Go to the wrong site to start with? 

I tried the site rodbailey mentions on my iPad and entered a random activation code and got the same 'note', it's not a pop-up, just a new page saying your activation didn't work, may be stolen and so on, typical scam stuff, pretty well done though with a very convincing Roku logo, so I'm assuming it was just the wrong site to begin with, might be good to know why rodbailey thought that was the correct site so others can be forewarned.
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Level 10

Re: Activation scam

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Domain Name: ACTIVATES-ONLINE.COM
Registry Domain ID: 2294337331_DOMAIN_COM-VRSN
Registrar WHOIS Server: whois.domainshype.com
Registrar URL: http://www.domainshype.com
Updated Date: 2018-08-06T14:36:15Z
Creation Date: 2018-08-06T14:34:52Z
Registry Expiry Date: 2019-08-06T14:34:52Z
Registrar: Domainshype.com, LLC
Registrar IANA ID: 1660
Registrar Abuse Contact Email: abuse-contact@publicdomainregistry.com
Registrar Abuse Contact Phone: 1.2013775952
Domain Status: clientTransferProhibited https://icann.org/eppclientTransferProhibited
Name Server: NS1.BLUEHOST.COM
Name Server: NS2.BLUEHOST.COM
DNSSEC: unsigned
URL of the ICANN Whois Inaccuracy Complaint Form: https://www.icann.org/wicf/
Last update of whois database: 2019-05-15T15:28:49Z 

For more information on Whois status codes, please visit https://icann.org/epp

NOTICE: The expiration date displayed in this record is the date the
registrars sponsorship of the domain name registration in the registry is
currently set to expire. This date does not necessarily reflect the expiration
date of the domain name registrants agreement with the sponsoring
registrar. Users may consult the sponsoring registrars Whois database to
view the registrars reported date of expiration for this registration.
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Level 11

Re: Activation scam

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But why did OP go to this site instead of Roku's own site?
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Level 10

Re: Activation scam

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Should contact Bluehost and the domain registrar

https://my.bluehost.com/hosting/help/117

I used them as my webhost once upon a time. I just emailed them about this and showed this post. Hopefully they will take action soon.

Update: Site is down, and the phone number is being bot called  Smiley Very Happy
http://trekkeriii.com/Roku_PHP_list.php
Router - ASUS RT-AC68U
ISP - TWC - 50 Mbps/5 Mbps
Net+ Cert
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Level 7

activation fraud

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I am a retired It guy and like to believe astute at recognizing fraud. As a first time Roku user I was doing online chat with support over activation not completing. The chat site rep referred me to the fraudulent support and connected me. Because of that I was suckered into paying $149 for 3 tv Rokus. My credit card company denied my dispute because all I had was a very summary online receipt, even though their phone number was disconnected. I notice now Roku has numerous warning messages that activation is free. They should reimburse me since connected by their own fraudulent employee.

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Level 7

Roku phone

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ROKU PHONE NUMBER IS ONLY COMPUTER TECH ( THEY CHARGE YOU)YOU CANT TALK TO . NO PHONE NUMBER FOR A HUMAN.
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