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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jironglin
Level 10

Roku customer service said they will reply since 01/29, but have not get any reply at 03/03

I have issues with Spectrum app on Roku devices. My app got removed automatically from Roku.

I reached Sr. Customer Support Engineer from Roku. He said he would check and gave me a reply.

I tried to email him several times, but I got no any reply. Is this normal?

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10 Replies
makaiguy
Level 20

Re: Roku customer service said they will reply since 01/29, but have not get any reply at 03/03

Roku and Spectrum have been in negotiations for some time now re carriage of the Spectrum app for Roku.  The Spectrum app has not been downloadable from the Roku channel store for a couple of months now and users have been advised not to remove existing installations or do a Factory reset of their device, because they will not be able to add the Spectrum app back in.

Some have reported having the Spectrum app removed, others have not.

Meanwhile, this is a business negotiation with both sides trying to get the most advantageous agreement the can.  If having the Spectrum app on Roku is important to you, let BOTH sides know you want them to come to terms and return the app to service.

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jironglin
Level 10

Re: Roku customer service said they will reply since 01/29, but have not get any reply at 03/03

That Sr. Customer Support Engineer from Roku called me and asked my Roku device serial number. He said he will reply me in 2 or 3 days.

My question is now is 3/3, and I tried to send him several e-mail. He seems disappeared.

But I don't get any reply. So what is it related to Spectrum?

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RokuDanny-R
Roku Employee
Roku Employee

Re: Roku customer service said they will reply since 01/29, but have not get any reply at 03/03

@jironglin

Thanks for the post.

I have passed along your information to our Support team. They will follow up and assist you.

 

Thanks,
Danny

Danny R.
Roku Forum Moderator
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jironglin
Level 10

Re: Roku customer service said they will reply since 01/29, but have not get any reply at 03/03

It seems the people work in Roku will check this forum.

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jironglin
Level 10

Re: Roku customer service said they will reply since 01/29, but have not get any reply at 03/03

So far, 3/4/2021 still no reply or contact

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jironglin
Level 10

Re: Roku customer service said they will reply since 01/29, but have not get any reply at 03/03

So far, 3/6/2021 still no reply or contact

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jironglin
Level 10

Re: Roku customer service said they will reply since 01/29, but have not get any reply at 03/03

Today as 03/15, still no reply or contact

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RokuDanny-R
Roku Employee
Roku Employee

Re: Roku customer service said they will reply since 01/29, but have not get any reply at 03/03

@jironglin

Thanks for the post.

I have passed along your concerns to our Support team. They will follow up with you.


Thanks,
Danny

Danny R.
Roku Forum Moderator
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jironglin
Level 10

Re: Roku customer service said they will reply since 01/29, but have not get any reply at 03/03

I get email from Sr. Customer Support Engineer today 3/16/2021. But he says "Until an agreement is reached between Roku and Spectrum there is nothing that we can do ."

I remembered he said he will inspect why the app is auto removed. What is this related to the agreement between Roku and Spectrum?

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