Channels & viewing

[Ticked2]

It is 07/2023 and I have had this problem since 03/2023. I have factory reset, cleared cache, removed the app, unplugged… I don’t know what else I can do. Did you find a solution?

[RokuJechealR]

Hi @Ticked2,

Thanks for reaching out to the Roku Community!

We're sorry to hear that you are having issues with the Old House channel. Suppose you've gone through troubleshooting steps and confirmed that your Roku device is up-to-date and all other channels are working normally. In that case, we'll need to contact the channel publisher directly for further assistance. Please get in touch with them directly to follow up and let them know what troubleshooting steps you've already attempted with us. Many channels on Roku are developed and maintained by the channel providers themselves.

Please keep us posted on what you find out, and we will be more than happy to continue assisting you further.

All the best,

Chel

[Ticked2]

I did try everything. As well as contacting This Old House with no response. I also did as others suggested by logging on in Guest Mode and it finally worked. To me, this suggests that the problem lies with the Roku account. Can you please fix what we are all experiencing? Please see the posts from others on this topic including the user who contacted Roku’s technical support who agreed with this problem.

[Jerm5]

@Ticked2 

Yes, I found a solution. You have to get on the phone with Roku and have them totally delete your Roku account and recreate a new one. You're right that the issue lies with the Roku account, and nothing short of nuking it fixes the TOH app. 

It's not that big of a deal if you don't have any subscriptions through Roku. However, if you do have subscriptions, you'll have to cancel all of them before they can delete your account. 

Once you create a new account, you'll be able to install the TOH app, sign into it and run it successfully again.  

[iodine]

I found a solution too. I cancelled my subscription to This Old House.  

It has been almost a year since I reported this issue to TOH and I never even got a reply other than it was being referred to a "Senior Advisor."

[iodine]

Because I believe in full disclosure and communication (TOH support take notice), I saw today that the color of the TOH app had changed on my ROKU. This made me suspect it might have been updated.

Sure enough it appears that 18 months after I reported the issue to TOH and receiving nothing more than "we are looking into it," the application has been re-written and updated.

Sadly they long ago lost me as a paying subscriber. All it would have taken was to be honest and open about the problem and I might have cut them some slack. Had I stuck around I would have paid for 18 months of service that I could not use. By not disclosing the true nature of the problem, did they expect that to happen? We will never know because they prefer to keep their customers in the dark. ☹️

[RokuJohnB]

Hi @iodine,

Thank you for keeping us posted here in the Roku Community!

We will be more than happy to investigate this issue further. Can you please provide the following information below?

• Could you send us a photo of your running problem?
• Have you tried restarting your Roku device by going to settings, system, power, and system restart?

Please keep us posted on what you find out.

Thanks,                                                                                                                                                  John