Channel Issues & Questions

Help & troubleshooting for channels on your Roku device, including adding/removing channels, logging in to, authenticating, or activating a channel, channel-specific playback issues, assistance contacting channel publishers to report issues, and adjusting channel-specific settings.
cancel
Showing results for 
Show  only  | Search instead for 
Did you mean: 
Finch311
Level 7

AT&T TV app playback on new Roku Ultra's glitching

Hello!

I just replaced our older Roku Ultra's with the current model, and the AT&T TV app keeps glitching on playback. Anytime we pause, or try to fast forward recorded programs the app glitches and requires restarting the whole system in order to be operable again. Has anyone experienced this? Now regretting gifting our perfectly good working Roku's to family.

Thank you!

Stephen

9 REPLIES 9\
TheWatcher55
Level 7

Re: AT&T TV app playback on new Roku Ultra's glitching

Same here. Bought two of these things and it am constantly rebooting my apps. Come on roku. Help us!

RyanBlakeIT
Level 9

Re: AT&T TV app playback on new Roku Ultra's glitching

@Finch311 Same exact behavior.  I opened a ticket with AT&T TV Now Support and with Roku.  Both are saying they are investigating and will get back with me as soon as possible.  Hopefully since others are impacted they will raise the priority of resolving the issue.  Very frustrating!

Ryan Blake
Information Technology Management Professional
0 Kudos
Sensai
Level 7

Re: AT&T TV app playback on new Roku Ultra's glitching

I decided to give AT&T TV a try and have run into the same issues on a new Roku Ultra.  The app works well for the most part.  But if I fast forward or pause and play a few times, it seems to lose the stream and cannot reconnect.  After a bit, it locks up and then crashes back to the home page.  Opening the app back up just does the same thing.  A system restart puts it back in an operating state.  I did try both a wireless and wired connection with no difference.  Three weeks without a fix to what should be deemed a major issue is concerning...

RyanBlakeIT
Level 9

Re: AT&T TV app playback on new Roku Ultra's glitching

@Sensai Exact same issue that persists.  I reached out to AT&T TV Now Support again this evening and spoke with "Bill", an alleged "Supervisor" who said that they were "working on it" and it would be "another 5-7 days".  That would have been fine if I hadn't waited 10 days already or they at least were more transparent.  But, no, they must think that we like to pay for a service that doesn't deliver on what we paid for.  And when I ask to speak with his supervisor, he conveniently doesn't have one that's customer facing.

Below is the chat transcript:

AT&T : Hi there! I'm an AT&T virtual assistant. How can I help you?
Me : Follow up on existing ticket
AT&T :
Find out if you are eligible to add NFL Sunday Ticket to AT&T TV NOW by getting started on the Get NFL Sunday Ticket page.
Me : Agent
AT&T :
You will now be connected to a live chat specialist who will assist you.
Me : Case #: xxxxxxxxx
Kane : Hi! My name is Kane!
Me : It has been 10 days and still having issues with fast forwarding.
Kane : I can help you with the status of the escalation.
Me : Ok
Me : Many other users are reporting the same issue, not just me.
Kane : I hear you.
Kane : As you've contacted multiple times and the issue still not resolved, let me refer this chat to our Supervisor. Please stay connected
Bill : Hey! My name is Bill. Please give me a moment to review your request.
Me : Ok
Bill : Thank you.
Bill : Our team is working on your issue.
Me : Okay but I was told that 10 days ago.
Me : And I'm not the only one who is impacted by this issue.
Me : So it's not specific to my environment. Why does it take AT&T over 10 days to make progress on an issue?
Bill : Yes, we have received similar concerns from other customers.
Me : I know you have because I've been chatting with them in forums.
Me : And again, I don't understand how it can take this long (10+ days) to fix such a significant bug on a huge platform such as Roku.
Me : I even bought a Roku to fix the audio issues I've had with my Samsung TV's built-in app for AT&T TV Now.
Me : And then I am greeted with even further issues.
Me : I run a team of IT professionals (VP) and I wouldn't be employed if I was this slow with resolving such large issues.
Bill : I am sorry about the runaround you have been through.
Bill : Our team will fix the issue.
Me : Yes but when?
Me : I need commitment.
Me : I was told 10 days ago it would be fixed.
Me : Actually 11 days.
Bill : Please give us 5-7days.
Me : I have seen 0 updates to the software.
Me : another 5-7 days?? Are you kidding me?
Me : Do you have a manager?
Bill : I am the last point of contact available for customers.
Me : So you are the most senior person from a customer standpoint? And you're telling me 5-7 days?
Me : Clearly AT&T Leadership is oblivious or AT&T is truly that awful.
Me : As a "manager" you feel OK telling a customer who has already waited 10 days "Another 5-7 days"????
Me : As a customer you would be okay with this???
Bill : Our team will get this fixed as soon as possible.
Me : This is pathetic and I'm not happy.
Bill : I am sorry about that.
Me : I need a badge number or some other unique identifier for you, Bill.
Me : Unless you happen to be the only supervisor named bill.
Bill : My Id is svxxxx.
Ryan Blake
Information Technology Management Professional
Todd4Hawks
Level 8

Re: AT&T TV app playback on new Roku Ultra's glitching

Thank you Ryan Blake for posting this chat! Do you have a link where I can go to lodge a complaint as well? Or perhaps an AT&T Forum thread. Please let me know. I'm sure the more voices they hear the better! I had to restart my Roku device 6 times yesterday just to watch ONE recorded NFL Playoff game! 😡😡😡

0 Kudos
RyanBlakeIT
Level 9

Re: AT&T TV app playback on new Roku Ultra's glitching

@Todd4Hawks I agree, it's ridiculous.

Here you go: 

https://investors.att.com/resources/contacts

Ryan Blake
Information Technology Management Professional
0 Kudos
Lwoconnor
Level 7

Re: AT&T TV app playback on new Roku Ultra's glitching

I’m in the same boat with a new Ultra and a crash after fast forwarding on any show more than half hour duration. The moderators on the At&T forum are useless, and Roku support just blames AT&T. Classic “stuck in the middle” responses.

0 Kudos
hillboy8472
Level 7

Re: AT&T TV app playback on new Roku Ultra's glitching

Same issue with mine.  Smiley Frustrated

0 Kudos
RyanBlakeIT
Level 9

Re: AT&T TV app playback on new Roku Ultra's glitching

Still having same problem. Updated thread here: 

https://community.roku.com/t5/Playback-Issues-Audio-Video-Power/New-Roku-Ultra-problems-with-ATT-amp...

Ryan Blake
Information Technology Management Professional
0 Kudos