Accounts, Billing, & Orders

Assistance with managing your Roku account on device or on the web, logging into my.roku.com, billing or subscription questions, www.roku.com orders, promotions, and more.
cancel
Showing results for 
Show  only  | Search instead for 
Did you mean: 
Highlighted
Roku Employee
Roku Employee

Re: Roku phone scam

Jump to solution

@cjpeterson7 

Thanks for the information.

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
0 Kudos
Highlighted
Level 7

Re: Roku phone scam

Jump to solution

Thanks for the info but the charge was for a software program that this scammer said I needed to protect and eliminate my trojan infested network.  This is my second Roku and I knew I shouldn't have to pay for the activation code.  Another thing he had said as he was about to fix my computer is that the Roku wouldn't be available for a few hours or my computer.  What damage they could have done if I  had let this happen?  My financial accounts could have been stripped.  The $200 payment for the software is where I said to this scammer no way and hung up.  This guy is smooth and I still am wondering how they got my new Roku to bring up the number that led to this scammer.  That's whats so scary to me because I had no reason to doubt that I wasn't talking to a Roku rep.  All the information as to who to call because the code wouldn't take, was on the Roku activation screen.  I did the code checking all on my Ipad but finally got the code to take by signing in on the Roku activation site on my PC.  Doubt that made a difference but that's how it went.  Is there anything else I should do to protect myself from this invasion of my computer by these scammers?  I have changed passwords on most everything I could think would be affected but I am still uneasy that they may have access to my files.  I see this as a real  problem for you guys because I will not be the only one.  I passed on the software because it was too expensive for one and I was feeling like this isn't kosher while speaking to this guy.  He was PO when I said no and got off the phone.  Sorry guys this looks like a security breach on your end either you were hacked or it is and inside job.  Tell me how I am wrong if you don't agree.

 

0 Kudos
Highlighted
Level 21

Re: Roku phone scam

Jump to solution

Please confirm: you are saying the phone number to called appeared on the Roku screen itself, not some web site  that you reached on your iPad or computer? Not doubting or anything, but we need complete clarity where this appeared. A number of people have said it was on their screen, but it was really just a web site they hit accidentally. 

If it was absolutely on the TV screen itself, then you are right that Roku has a serious security issue. Either their update site has been breached (Roku problem), or the Internet DNS servers have been compromised and are directing Roku devices to a false update site which is pushing hacked firmware to the devices on first startup. That scenario will be much harder to track, but Roku should be able to get them to correct the DNS servers as they are the lawful FQDN owners. 

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.
0 Kudos
Highlighted
Level 7

Is this activation error a scam?

Jump to solution

So I bought the TCL Roku smart TV and it was a replacement for an old one we had that was broken. We have had Roku for since 2016 and have 3 devices (2 Roku boxes, 1 TV) and we got a support number on the screen for an error setting it up and we called, the foreign man we spoke to had a very heavy accent and although we do not assume, we know that most scams are taking place in India with fake phone numbers. The phone number was 803-993-8224, and said that it was in Denmark, South Carolina. The man saying he was a "technician" for Roku stated that as of February 2020, they'd be charging extra for more than 3 devices because of "the coronavirus".... afterwords we tried to explain saying that. We tried to tell him that this sounds like a lie and we looked it up, not finding anything of the sort. As we said "So if we go on Roku's website it'll say that ____" then the man hung up. he also sent my mother a link to reset her Roku password (which she unknowingly did, and now worried they have access to our account information), I'm the son writing this and my mother was the one on the phone trying to get answers. The man had access to our account and even was able to say all the devices we have in the house. Knowing how businesses are they most likely cannot just look through your devices without reasoning, but we didn't ask, afterwords I look at my mothers phone and the link was rokucom.live that said she had an error setting it up. I told my mother that she needs to look at links more carefully and that scammers are getting smarter and smarter, but I need answers, because the number on the TV screen was the one we called and the "technician" was the one that answered. With this knowledge I'm looking to know A) does he have access to our accounts, and/or was it an actual technician for Roku. and B) Does everything I'm saying follow what you guys at Roku are actually doing, I.E. charge extra for devices now and have false numbers on the screen, and if so, was it a faulty device, hacked device, etc.

Thank you and please help

0 Kudos
Highlighted
Roku Employee
Roku Employee

Re: Is this activation error a scam?

Jump to solution

@Andrea64 

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 security purposes, we would recommend changing your Roku account password.

For more information, visit our Support pages here: 
Will I be charged for customer service, device activation, or creating a Roku account?
How do I change the email address or password for my Roku account?


Thanks.
Danny

Danny R.
Roku Forum Moderator
0 Kudos
Highlighted
Level 21

Re: Is this activation error a scam?

Jump to solution

@Andrea64 wrote:

So I bought the TCL Roku smart TV and it was a replacement for an old one we had that was broken. We have had Roku for since 2016 and have 3 devices (2 Roku boxes, 1 TV) and we got a support number on the screen for an error setting it up and we called, the foreign man we spoke to had a very heavy accent and although we do not assume, we know that most scams are taking place in India with fake phone numbers. The phone number was 803-993-8224, and said that it was in Denmark, South Carolina. The man saying he was a "technician" for Roku stated that as of February 2020, they'd be charging extra for more than 3 devices because of "the coronavirus".... afterwords we tried to explain saying that. We tried to tell him that this sounds like a lie and we looked it up, not finding anything of the sort. As we said "So if we go on Roku's website it'll say that ____" then the man hung up. he also sent my mother a link to reset her Roku password (which she unknowingly did, and now worried they have access to our account information), I'm the son writing this and my mother was the one on the phone trying to get answers. The man had access to our account and even was able to say all the devices we have in the house. Knowing how businesses are they most likely cannot just look through your devices without reasoning, but we didn't ask, afterwords I look at my mothers phone and the link was rokucom.live that said she had an error setting it up. I told my mother that she needs to look at links more carefully and that scammers are getting smarter and smarter, but I need answers, because the number on the TV screen was the one we called and the "technician" was the one that answered. With this knowledge I'm looking to know A) does he have access to our accounts, and/or was it an actual technician for Roku. and B) Does everything I'm saying follow what you guys at Roku are actually doing, I.E. charge extra for devices now and have false numbers on the screen, and if so, was it a faulty device, hacked device, etc.

Thank you and please help


Absolutely not. That was a scammer. Roku does not charge for anything about account creation or adding devices to an account. 

If she provided the account email address and password, yes it's extremely possible they now control your account. Try to change the password, and if you can't log in they've already locked you out. Send a PM to @RokuDanny-R with your account details (he doesn't need your password) and he can help restore access or cancel the account so you can create a new one. With a new account you'll have to do a hard reset on the device(s) to set them up with the new account. If you have any paid subscriptions on the old account work with Danny to get them moved. 

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.
0 Kudos
Highlighted
Level 7

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

Jump to solution

Danny, this just happen to us. Our TV wouldnt accept our internet code to be used. We called the #it gave on the TV screen. They said, they changed policy as of jan 2020, (we bought ours dec 2019) said "For life time access and 300 channels 99.00) Husband paid, but now we are seeing it's a scam! Not only are we out the money we are open to credit card fraud,😭. How would we get around this and how did they lock out our TV internet connection? Any help would be great. The people said it was EZBUY merchant.

0 Kudos
Highlighted
Level 7

Paying for update

Jump to solution

I had to factory reset my television an when I did . The code they gave me said there was a problem call tech support. So I did an then they say I need to update my account an it’s a one time charge of $50.00. I don’t understand why I am having to pay this an what is it for. When I asked them why he got very rude and had an attitude. I asked for someone else to speak to and he continued to speak over me and kept asking for my card number ... Has anyone else had this issue or know what it’s for.

 

Highlighted
Level 14

Re: Paying for update

Jump to solution

You were scammed. Somehow, some site is hijacking the Roku setup screen, or you go to the wrong site when setting up the link code. NEVER use a search engine or follow a 'suggestion' in the address bar. ALWAYS use this link:

https://www.roku.com/

Factory reset your TV again, make sure to go to the TRUE Roku site, and link your TV.

Highlighted
Level 14

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

Jump to solution

I'm wondering if that link code the Roku TV/device gives isn't truly random. I wonder if it has something like an IP address or other info encoded into it, and somebody figured it out. When you give that code to a scam site, they contact the Roku TV/device and hijack it.

0 Kudos