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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DBerry170
Level 8

I have a current subscription to BritBox but I'm locked out of it

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I have a current and paid-up subscription to BritBox through Roku and watch this channel several nights a week. Tonight I'm suddenly locked out of it. BritBox wants me to sign in with a username and password as if I subscribe to them directly and not through Roku. My Roku account log-in does not get me in and BritBox doesn't recognize me as a customer because I go through Roku. All other channels that I subscribe to through Roku are working properly. How do we resolve this?

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DBerry170
Level 8

Re: I have a current subscription to BritBox but I'm locked out of it

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Yes, I am once again able to use my subscription paid through Roku to access BritBox on the stand-alone BritBox channel/app. However, I can't access it through the Roku Channel. It tells me that I am subscribed to BritBox elsewhere and directs me to access it through the icon on the Home screen as I have been doing. The only new thing as of the other day is that BritBox now requires its own separate password.

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renojim
Community Streaming Expert

Re: I have a current subscription to BritBox but I'm locked out of it

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Are you attempting to watch it through The Roku Channel?
                                                                                 

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DBerry170
Level 8

Re: I have a current subscription to BritBox but I'm locked out of it

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No, it is a separate add-on subscription through my Roku account. This is how I have always watched BritBox. I don't access it through the Roku channel.

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renojim
Community Streaming Expert

Re: I have a current subscription to BritBox but I'm locked out of it

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Hmm...  Often if it's available as a stand-alone channel as well as through The Roku Channel the stand-alone channel requires its own subscription directly through the provider, but you say you could access it before.  See if you can access it through The Roku Channel.  If your subscription doesn't work in either place then we have to get to the bottom of that.

To be honest, I'd cancel the subscription through Roku and just subscribe directly with BritBox.  Subscribing directly through the provider allows you to use the subscription everywhere, not just on a Roku device.

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DBerry170
Level 8

Re: I have a current subscription to BritBox but I'm locked out of it

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Thanks for answering, and for your advice. I seem to have resolved this problem. I went to BritBox and attempted to create a new account directly with them and they said I already had an account linked to my email address. It wouldn't accept my Roku password, so I created a new password just for BritBox, and then was able to log in and confirm through my account information that it was still being billed through Roku. So, even though I subscribe through my Roku account and had not previously needed a separate log-in for BritBox, apparently now a separate password is required.

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renojim
Community Streaming Expert

Re: I have a current subscription to BritBox but I'm locked out of it

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Thanks for letting us know!  Just to be clear, you're able to use your subscription paid through Roku to access BritBox on the stand-alone BritBox channel/app?

And one more thing I'm curious about - are you also able to access BritBox through The Roku Channel?

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DBerry170
Level 8

Re: I have a current subscription to BritBox but I'm locked out of it

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Yes, I am once again able to use my subscription paid through Roku to access BritBox on the stand-alone BritBox channel/app. However, I can't access it through the Roku Channel. It tells me that I am subscribed to BritBox elsewhere and directs me to access it through the icon on the Home screen as I have been doing. The only new thing as of the other day is that BritBox now requires its own separate password.

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renojim
Community Streaming Expert

Re: I have a current subscription to BritBox but I'm locked out of it

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Thanks!                                                                                                                  

That's interesting.  It doesn't seem to work how I'd expect.

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JadeJones
Level 7

Re: I have a current subscription to BritBox but I'm locked out of it

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I am having the same problem as you.

 

I'm a Roku subscriber who added the BritBox app to my Roku channel list but can't access Britbox programs after I updated app through Google Play Store.

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RokuKariza-D
Roku Employee
Roku Employee

Re: I have a current subscription to BritBox but I'm locked out of it

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Hi @JadeJones

Thanks for the post.

Could you tell us more about the issue you're running into? Are you having problems accessing the BritBox channel on your Roku player or mobile device? Please also let us know if you subscribed directly through BritBox or through Roku.

With more information, we can assist you further.


All the best,
Kariza

Kariza D.
Roku Forum Moderator
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