Channels & viewing

[danco05]

I have just bought a Streaming Stick 4K from Amazon UK. I thought there was a free trial of Britbox included with purchases at the moment. I couldn't find anything about it during setup and activation. Is this not available, was it missing by mistake, or what? If possible I would like the trial.

[RokuKariza-D]

Hi @danco05

Thanks for the post.

Upon checking, there's an ongoing promotion for 30 days of BritBox in the UK. For more information, we would recommend visiting this link: https://www.roku.com/en-gb/offers

Let us know if you need more help!

All the best,
Kariza

[danco05]

THat link leads to a page that, among other things, says

"It’s easy to redeem your BritBox 30-day trial. Simply purchase, set up, and activate a new Roku streaming device. During activation, you’ll see a 30-day offer from BritBox, accept the offer and follow the instructions."

The problem is that I did not see any such offer during activation. Maybe I overlooked it somehow, maybe it was missing for some reason. If there's any way of getting the offer now I would appreicate it.

[RokuKariza-D]

@danco05

Thanks for the response.

Since you're having issues redeeming the offer, it may be more effective to get help from our Billing team. You can contact them here: support.roku.com/contactus then choose 'Questions about my account or billing' on the drop-down menu. They are the best ones to help you out with that matter.

We appreciate your understanding.

All the best,
Kariza

[danco05]

I've contacted the billing team. I had a good conversation with a representative. He suggested I do a factory reset, which was something of an effort, but I did it, and no success.

Then the Roku rep said

"Thank you for contacting Roku customer support. We understand that you didn't get the BritBox 30 day free trial when you activated the Roku device.

We like to inform you that the issue seems to be with the specific channel. We suggest you contact the BritBox channel provider to report the issue and get further assistance in activating the free trial."

So I contacted Britbox, who replied

"Thanks for contacting BritBox.

So sorry to hear that you're experiencing an issue with your account. I can understand how frustrating this can be.

I've tried to locate your account on our system using the email address provided, but no results!

Do you have any other email address(es) that you could of used to create an account, if so please provide?

If you have signed up to Britbox through the third party vendor Roku, then the subscription is with them. We only provide the content to their customers. It's Roku who activates the entitlement on the subscription.

Any issues with the account would need to be taken up with Roku, not us!"

So each side is blaming the other, and I am not getting the offer you advertised. I expect you will be able to settle the matter somehow, but for the moment I would warn people about the offer, and might even contact the Advertising Standards Authority over false advertising.

[danco05]

I would add that I have currently posted a critical review on Amazon UK because of this issue. I like the Streaming Stick in other respects, but strongly object to being messed around like this.

[MilesT]

Twitter plus ASA, see if that gets a response.

Or factory reset, AND delete online account, start again completely with a different email address..

[danco05]

Thanks. I did not think of Twitter, I don't normally use it, but it might be a good idea.

I did a factory reset, which didn't help, but I did not try deleting the online account. But a different email address would be a major hassle.

[danco05]

Britbox has sent me another reply, advising me to set up an account and subscription, and I would then get an automatic 30-day trial.

Now all I have to do is to get Britbox on my Roku, and without Roku charging me (as I had to give card details on Britbox for their free trial).

[danco05]

And now I have Britbox on my Roku and all is fine.