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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HBJ13
Level 8

My Roku Express thinks I’m not in the UK

I have just connected my express & am unable to find any UK channels like iPlayer, ITV HUB, All 4, etc which is the main reason I bought it. I have confirmed that my email account is UK & my IP address is also here, shows up as being in London. I have factory reset & even created a new account with a 2nd UK email address. Please help as I’m getting ready to throw it out the window……..

Many thanks in advance 

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11 REPLIES 11\
StreamerUser
Level 20

Re: My Roku Express thinks I’m not in the UK

1) Make sure you arent using a VPN

2) Some models are location restricted - was this device bought in the UK/from UK retailer?

HBJ13
Level 8

Re: My Roku Express thinks I’m not in the UK

Thanks. I’m not using a VPN, I bought it from Amazon UK 2 days ago so I’m confused. No reason why it should think I’m in the USA as far as I can see but it lists all the US channels & is priced in $! Very frustrating!!

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StreamerUser
Level 20

Re: My Roku Express thinks I’m not in the UK

1)  Re-verify you arent using a VPN (have you ever used one with your current networking setup?)

2)  Verify your browser settings - are you connecting to the US or UK roku.com? 

US=https://www.roku.com

UK=https://www.roku.com/en-gb/

This can be changed at the bottom of the page...

3)  Verify your email address is in fact UK-based

4)  Provide the full model name & number and firmware version:  Settings/System/About 

(Type the provided "Model" and "Software version" information exactly as shown - do not leave anything out)

Otherwise, contact Roku Support:   +44 203 684 1123

and/or message @RokuDanny-R 

HBJ13
Level 8

Re: My Roku Express thinks I’m not in the UK

Hi

Defiantly have never had a VPN on the home network 

I am using the UK site

My email is UK based

Model 3930EU - Roku Express

S/N X004004YANHA

Software Version 10.0.0 build 4209-AE

Device ID S01V314YANHA

IP Address 192.168.10.190

I can connect to Netflix & Disney + which are both UK accounts 

Many thanks in advance 

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StreamerUser
Level 20

Re: My Roku Express thinks I’m not in the UK

@HBJ13 

Use the contact info I provided (try calling).

When messaging @RokuDanny-R  make sure you provide him with the same information you just posted.

HBJ131
Level 7

Re: My Roku Express thinks I’m not in the UK

Hi

Managed to get through to the HD & they have done it. I had to close my account (hence the new user name), click on the Roku logo in the top left of the page, scroll down to the bottom of the page and change the country from USA to UK. 
many thanks for your help 

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StreamerUser
Level 20

Re: My Roku Express thinks I’m not in the UK

Glad its resolved - sounds like it was the browser setting.

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Miamackay1991
Level 7

Re: My Roku Express thinks I’m not in the UK

How did u find that as mine won't let me download bbc iplayer or now tv. I bought this as my now tv stick stopped working and was advised by now to get but it isn't working. I'm paying for now but currently not using it 😤😤😤

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DBDukes
Community Streaming Expert

Re: My Roku Express thinks I’m not in the UK

@Miamackay1991 

First, confirm that you are in the UK.

If so, are you on one of the islands/British Crown Dependencies? Channel Islands have sometimes reported issues with location determination. I think Isle of Man has as well.

Assuming you're not on one of the British Crown Dependencies, are you using a VPN? Using a browser, does your location indicate you are not in the UK?

Is your Roku account set up in the UK? Did you set it up elsewhere and are now in the UK attempting to use it?

DBDukes
Roku Community Streaming Expert
Note: I am not a Roku employee.

If this post solves your problem please help others find this answer and click "Accept as Solution."

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