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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Jonathyn
Level 8

Why do I need to buy a new device because Roku can't make their old ones work for Peacock or HBOMax?

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After weeks of back-and-forth with customer service, I'm now being told to wait patiently on Peacock being available on my system.

I installed it via the website, it says it's installed but it isn't on my Roku.  

I've never had an issue with any other channel except HBOMax, and I'm being told that my signal isn't strong enough. It seems this stick 3500X can't handle a signal higher than 11 Mbps, because that's all it ever registers despite me having a signal over 50Mbps in my home (Signal Strength: Excellent in every Roku test).

Every other channel continues to work just fine, including the WWE Network, which is dissolving into Peacock, which is why I need Peacock to WORK. I'm already paying for this channel I can't use, and I don't think it's fair that I have to buy a whole new system because you guys can't get the one I have to operate correctly.

Am I out of line here?  I don't think so..

2 Solutions

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RokuDanny-R
Roku Employee
Roku Employee

Re: Why do I need to buy a new device because Roku can't make their old ones work for Peacock or ...

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@Jonathyn

Thanks for the inquiry.

Please be aware that channels will only work on Roku devices if the channel supports that device.


Thanks,
Danny

Danny R.
Roku Forum Moderator

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StreamerUser
Level 16

Re: Why do I need to buy a new device because Roku can't make their old ones work for Peacock or HBO

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@Jonathyn wrote:

After weeks of back-and-forth with customer service, I'm now being told to wait patiently on Peacock being available on my system.

I installed it via the website, it says it's installed but it isn't on my Roku.  

I've never had an issue with any other channel except HBOMax, and I'm being told that my signal isn't strong enough. It seems this stick 3500X can't handle a signal higher than 11 Mbps, because that's all it ever registers despite me having a signal over 50Mbps in my home (Signal Strength: Excellent in every Roku test).

Every other channel continues to work just fine, including the WWE Network, which is dissolving into Peacock, which is why I need Peacock to WORK. I'm already paying for this channel I can't use, and I don't think it's fair that I have to buy a whole new system because you guys can't get the one I have to operate correctly.

Am I out of line here?  I don't think so..


Yes, you are "out of line" in regards to demanding that Roku somehow make new apps coded by third parties work on your 7-8 year old model.  You need to direct that particular complaint to the app vendor, who chose the model limits.

However, you arent "out of line" wondering why this is the first you heard of it from any Roku employee, considering you've apparently been in contact with them for weeks.   Every Roku support employee should be able to refer to a support page or channelstore page with enumerated model limitations.

There should be an easily accessible Roku support page for any/every new "premium" subscription service that Roku themselves announces/advertises, that contains, amongst other pieces of important and useful information, any model restrictions/limitations. 

This information should also either be listed on the Roku channelstore details page for that app, or linked to from it.  Its Roku's app store, and they should require disclosure of such device restrictions and limitations (other app stores do this), especially when they are announcing/marketing the availability of the app/service.

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12 Replies
RokuDanny-R
Roku Employee
Roku Employee

Re: Why do I need to buy a new device because Roku can't make their old ones work for Peacock or ...

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@Jonathyn

Thanks for the inquiry.

Please be aware that channels will only work on Roku devices if the channel supports that device.


Thanks,
Danny

Danny R.
Roku Forum Moderator

View solution in original post

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Jonathyn
Level 8

Re: Why do I need to buy a new device because Roku can't make their old ones work for Peacock or ...

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Why is this the first time I'm hearing this? 
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Jonathyn
Level 8

Re: Why do I need to buy a new device because Roku can't make their old ones work for Peacock or ...

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And why can't I reply without having to edit HTML in this thing?

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Strega
Level 12

Re: Why do I need to buy a new device because Roku can't make their old ones work for Peacock or ...

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The content providers create the channels/apps.  If you don't like one, or they don't support you, try another or you can get a newer gadget. 

 

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atc98092
Level 21

Re: Why do I need to buy a new device because Roku can't make their old ones work for Peacock or ...

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Roku doesn't create apps/channels for 3rd party providers. Peacock made the decision on what level of device to support. The 3500 is extremely old (released March 2014) and is not supported by numerous new/updated channels. It won't work with HBO Max, for example. Disney+ I believe is another. If you go to the Peacock web site, you can find a list of supported devices there. You can see the 3500 is specifically excluded.

You could probably sell the remote for your 3500 for enough to buy a new Roku, because those remotes are no longer available. Many users have been looking for a replacement 3500 remote. 

Dan
Roku Stick (3600), Ultra (4640), Ultra (4670), Ultra (4800), Premiere (3920), Insignia 720p Roku TV, Sharp 4K Roku TV, Nvidia Shield, Windows 10 Pro x64 running Serviio and Plex on a wired Gigabit network.
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DBDukes
Level 15

Re: Why do I need to buy a new device because Roku can't make their old ones work for Peacock or ...

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@Jonathyn wrote:
Why is this the first time I'm hearing this? 

Peacock TV has listed the devices they support ever since they launched. I knew before I got the service because I looked into it.

https://www.peacocktv.com/help/article/what-devices-and-platforms-are-supported-by-peacock 

DBDukes
http://www.dbdukes.com/
Roku Ultra (4660)
Roku Streambar (9102)
Roku Streaming Stick+ (3810)
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StreamerUser
Level 16

Re: Why do I need to buy a new device because Roku can't make their old ones work for Peacock or HBO

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@Jonathyn wrote:

After weeks of back-and-forth with customer service, I'm now being told to wait patiently on Peacock being available on my system.

I installed it via the website, it says it's installed but it isn't on my Roku.  

I've never had an issue with any other channel except HBOMax, and I'm being told that my signal isn't strong enough. It seems this stick 3500X can't handle a signal higher than 11 Mbps, because that's all it ever registers despite me having a signal over 50Mbps in my home (Signal Strength: Excellent in every Roku test).

Every other channel continues to work just fine, including the WWE Network, which is dissolving into Peacock, which is why I need Peacock to WORK. I'm already paying for this channel I can't use, and I don't think it's fair that I have to buy a whole new system because you guys can't get the one I have to operate correctly.

Am I out of line here?  I don't think so..


Yes, you are "out of line" in regards to demanding that Roku somehow make new apps coded by third parties work on your 7-8 year old model.  You need to direct that particular complaint to the app vendor, who chose the model limits.

However, you arent "out of line" wondering why this is the first you heard of it from any Roku employee, considering you've apparently been in contact with them for weeks.   Every Roku support employee should be able to refer to a support page or channelstore page with enumerated model limitations.

There should be an easily accessible Roku support page for any/every new "premium" subscription service that Roku themselves announces/advertises, that contains, amongst other pieces of important and useful information, any model restrictions/limitations. 

This information should also either be listed on the Roku channelstore details page for that app, or linked to from it.  Its Roku's app store, and they should require disclosure of such device restrictions and limitations (other app stores do this), especially when they are announcing/marketing the availability of the app/service.

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makaiguy
Level 20

Re: Why do I need to buy a new device because Roku can't make their old ones work for Peacock or HBO

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@StreamerUser wrote:

However, you arent "out of line" wondering why this is the first you heard of it from any Roku employee, considering you've apparently been in contact with them for weeks.   Every Roku support employee should be able to refer to a support page or channelstore page with enumerated model limitations.

There should be an easily accessible Roku support page for any/every new "premium" subscription service that Roku themselves announces/advertises, that contains, amongst other pieces of important and useful information, any model restrictions/limitations. 

This information should also either be listed on the Roku channelstore details page for that app, or linked to from it.  Its Roku's app store, and they should require disclosure of such device restrictions and limitations (other app stores do this), especially when they are announcing/marketing the availability of the app/service.


I could not agree more.  If we mere users can look this information up on the web to try to help with questions here, there's no reason Roku personnel can't do the same - both regarding supported models and regions of availability. How tough would it be then to maintain a database?

Their own software has to make these determinations to determine whether to show a channel in the home page Streaming Channels listings, so it seems with a little programming this information could at least be extracted and automatically included or linked to in the Channel Store online listings.

  • Roku Streaming Stick +, 3810X, Ser YH0059427035, wifi - Samsung UN55ES6100
  • Roku Streaming Stick, 3600X, Ser 5S56D8240827, wifi - JVC EM37T
  • TCL Roku TV 43S425/C107X, Ser X000001R60KV, wifi
atc98092
Level 21

Re: Why do I need to buy a new device because Roku can't make their old ones work for Peacock or HBO

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The channel store has a limited amount of space for describing the channel, so it's understandable the provider uses it to talk about how great it is. Roku doesn't write that content, so it's not their responsibility to list supported devices. But if the providers only support a subset of all devices, they should include a link to their web page that lists those devices. 

Dan
Roku Stick (3600), Ultra (4640), Ultra (4670), Ultra (4800), Premiere (3920), Insignia 720p Roku TV, Sharp 4K Roku TV, Nvidia Shield, Windows 10 Pro x64 running Serviio and Plex on a wired Gigabit network.
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