Channels & viewing

[JWChilders]

Recently my ESPN app on my Roku tvs stopped allowing me to watch SEC Network, SEC+, or other similar networks that I had been getting. I've restarted my Roku system; I've deleted and installed the ESPN app, but it won't even activate properly. When I choose my tv provider, the device I'm activating with says "success," but the code screen just stays on the tv. I've called ESPN; my television provider; even tried to chat with Roku, but no luck in solving the problem. I'm thinking it must be some issue between Roku and the app, since the ESPN app works fine on all my other devices. Any suggestions? I've also deactivated my tv provider on my devices when I try to activate on my tv. Still no joy.  Thing is the ESPN app on my tv does give me ESPN+, but none of the other networks that are also included. Suggestions as to how to trouble shoot this welcomed.   Please, please do not tell me to get in touch with ESPN.  I have already spent hours on the phone with them.

[bamaslulu]

We are having THE exact same problem.  With March Madness coming up, this will frustrate us to no end.  We can't get the SECN or the SEC+.  I have been on the phone multiple, multiple, MULTIPLE times; as well as emails, chats (ufortunately 2 out of the 3 that I've spoken with--either I can't understand them, nor them me).  To no avail.

Did you ever get this fixed?

[alignedbydesign]

Same issue here.

Has anyone from Roku responded or resolved this yet

[JWChilders]

No.  No one seems to care about this issue at all.   ESPN says it is Roku.   Roku says it is ESPN.  As far as I am concerned, both companies are terrible at customer service.  Please post if ANYONE has a solution for you.  

Joe Childers

[stacyy]

did you ever get this resolved. I didn't have an issue until last week. I can get the espn+ games but nothing that is SECN, SEC+, or ACCN

[RokuJechealR]

Hi @stacyy,

Welcome, and thanks for posting to the Roku Community!

We understand you are having trouble with the ESPN channel, and we would like to know how to identify and resolve any playback issues.

We recommend starting here to troubleshoot channel issues. Follow these steps in order:

1. Navigate to the channel tile on the Roku home screen, press the * key on your remote, and choose 'Remove channel.'
2. Next, restart your device from Settings>System>Power>System restart (If you do not see a Power submenu, skip to the next step).
3. After your Roku device restarts, visit the Roku Channel Store and add the channel again.

If the issue persists, please refer to the Support article here for additional troubleshooting steps: How to resolve a channel playback issue | Official Roku Support

Please keep us posted, and we'll continue assisting you from there.

All the best,
Chel

[JWChilders]

This suggestion by Chel is one of the first things you do to try to fix your problem.   Roku doesn't seem to understand that we should be able to get our SEC Network, ACC Network, and other premium streaming components that are part of our ESPN subscription.  BUT THEY DON'T WORK ON ROKU.  Regular ESPN--not a problem.  ESPN+, not a problem.  But these other streaming components DON'T WORK.   They work fine on our computers using the ESPN app, and we are paying for them.  They worked until a short time ago on ROKU--but now they don't.   Neither ESPN nor ROKU will tell us why (the representatives we speak with either don't know or don't understand).   Again--terrible customer service by both companies.  It is clearly some sort of compatibility problem and neither company is interested in fixing it.

[RokuJechealR]

Hi @JWChilders,

Thanks for the post to the Roku Community!

It is important to remember that we do not program apps for our channel partners. They will most likely provide a variety of app bundles tailored to the platform, and the channel partner is solely responsible for managing these apps.

Because there may be instances in which the particular channel provider demands additional information or facts on the subscribers that we do not have access to, we recommend that our customers contact the channel provider directly.

Thanks for your understanding.

All the best,
Chel

[JWChilders]

Dear Chel,

No of course not.  It can’t be Roku’s fault, it must be ESPN’s.  Of course ESPN says it is Roku.   Despite a huge number of complaints about this precise problem, there is no effort on the part of either company to solve it, let alone communicate with each other to figure it out.  The companies simply point fingers at each other, and their customers get the run around.

Here is a wild suggestion: recognize this problem exists for your customers and be proactive in fixing it!

But of course, that would require actually providing customer service.

Thanks for YOUR understanding,

JW Childers
Dissatisfied customer