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.
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SK001
Level 7

BBC iPlayer will not install on Stick+

Recently installed the Streaming Stick+ but it will not allow us to install BBC iPlayer. Keeps saying it is not supported. Very annoying as this was one of the channels that we use a lot and all the packaging shows the BBC iPlayer on it.

I checked on the BBC website and the following is approved:

Roku - Set-top box - 2017 - 3810EU

This has the same model number, 3810 as the Stick+ but this is referring to a Set-top box in 2017 and the model of Stick+ only came out in Sep-19.

As the Stick+ is very new, is it a case that Roku has not sought and received approval for the device from the BBC?

There is a number of posts relating to BBC iPlayer not working properly. Is this all related to the potential issue that Roku has not updated its certification with the BBC?

Also, a number of the posts are pushing the onus onto to the Customer to resolve the issue with the BBC - this is not a Customer issue, it is a product interface issue and should be receiving more attention from Roku if it wishes to market its product here in the UK.

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9 Replies
RokuDanny-R
Roku Employee
Roku Employee

Re: BBC iPlayer will not install on Stick+

@SK001 

Thanks for the inquiry.

It sounds like you may have created a Roku account that isn't located in your current region. You'll want to make sure that you are using an internet connection located in the correct region when creating your account. You can check your IP address' reported location by visiting www.whatismyip.com - If you see an issue, you'll need to contact your ISP to help resolve any issue, then create a new Roku account in the correct region. We'd also recommend reaching out to the channel provider directly for more help and information regarding the availability of their service on the Roku platform in your area. They can also assist with any login or troubleshooting questions that you may have. 

Please keep us posted.


Thanks,
Danny

Danny R.
Roku Forum Moderator
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SK001
Level 7

Re: BBC iPlayer will not install on Stick+

Hi Danny,

The link you provided is showing the ISP as UK (Birmingham). How do I verify the locality of the Roku account that we have setup?

Regards, Sutha

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RokuDanny-R
Roku Employee
Roku Employee

Re: BBC iPlayer will not install on Stick+

@SK001 

Thanks for the note.

When you sign into your Roku account and select Channel Store. At the bottom of the page, there is a country selector. What does yours say?

Please keep us posted and we will continue to assist you from there.


Thanks,
Danny

Danny R.
Roku Forum Moderator
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SK001
Level 7

Re: BBC iPlayer will not install on Stick+

Hi Danny, took the step of closing down the current account, factory reset the device and set up a new account. This seems to have fixed the issue in that we can now see BBC iPlayer app loaded automatically on activation.

Regards, Sutha 

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RokuDanny-R
Roku Employee
Roku Employee

Re: BBC iPlayer will not install on Stick+

@SK001 

That's great to hear! Thanks for letting us know!

Happy Streaming!


Thanks,
Danny

Danny R.
Roku Forum Moderator
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tanshawki
Level 7

Re: BBC iPlayer will not install on Stick+

Hi Danny 

 

im also struggling to find UK apps and cannot see where or which country I’m in! Supposed to be UK channels and there is nothing!

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RokuDanny-R
Roku Employee
Roku Employee

Re: BBC iPlayer will not install on Stick+

@tanshawki 

Thanks for the note.

It sounds like you may have created a Roku account that isn't located in your current region. If a channel isn't appearing in Search, it may indicate that your device is linked to an account that was created in a different region where that channel may not be offered by the channel provider. You'll want to make sure that you are using an internet connection located in the correct region when creating your account. You can check your IP address' reported location by visiting www.whatismyip.com - If you see an issue, you'll need to contact your ISP to help resolve any issue, then create a new Roku account in the correct region. We'd also recommend reaching out to the channel provider directly for more help and information regarding the availability of their service on the Roku platform in your area. They can also assist with any login or troubleshooting questions that you may have. 


Thanks,
Danny

Danny R.
Roku Forum Moderator
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Lola2017
Level 7

Re: BBC iPlayer will not install on Stick+

Hi. Just purchased a roku streaming stick + but having issues with channels such as bbc iplayer not available despite it being advertised for the device/on packaging etc. The model is 3810EU and my account in UK.

I have gone into my account, channel store and it has United kingdom at the bottom with the option to change it. Advise please. 

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RokuMary-F
Roku Employee
Roku Employee

Re: BBC iPlayer will not install on Stick+

Hi @Lola2017,

We appreciate your patience regarding this matter. I understand that you are unable to access BBC Iplayer.

The system recognized that your Roku account is set under the Ireland region. We would recommend creating a new Roku account in your region. For more information about how to create a new account, visit our Support page here: Do I need to create a Roku account? Once your new account is set up, try to perform a factory reset on your device and link it to your new account. For more information about how to perform a factory reset, visit our Support page here: How do I factory reset my Roku® streaming device? | Official Roku Support

I hope that helps! If you still need help, please don't hesitate to send us a message.
Many thanks,
Mary

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