Channels & viewing

[Poppy2]

I can't believe how many years your support staff has managed to deflect an obvious defect to your product. Maybe a class-action legal action would get you to address the real issue that has been posted in multiple posts since the company was AT&T TV NOW.

[RokuJohnB]

Hi @Poppy2,

Thank you for posting here in the Roku community!
We regret hearing this; we wanted to regain your trust again. May we know if this is happening on all channels or contents, or if it is isolated? Do you have any other device(s) connected to your TV? (e.g., speakers and other sound systems) What troubleshooting steps have you taken so far?

With detailed information, we will be able to assist you further.

Thanks,

John

[Mgoins]

Hey, rokujohnb, went thru the delete app (DirectV stream), restart Roku ultra process, and within an hour saw audio volume fluctuate drastically as before.  A quick workaround to get back to normal volume involves changing to another channel within the DirectV app & back to original channel.  Often, within 15-20 minutes, audio will fluctuate again, forcing an in-app channel change.  Can see how frustrating this would be, especially when watching live TV, like a football game.

[joebios01]

How on earth is ROKU support going to regain any credibility by asking for the same PREVIOUSLY PROVIDED information over and over from each customer that reports the problem?

Please STOP THE SUPPORT GAMES and have ROKU engineering ADDRESS THE ISSUES REPORTED!

[RokuCarly]

Hi Community users! 

We appreciate you for reporting this. We will be coordinating with the appropriate Roku team for further review and to find you the best resolution possible. 

Kindly provide us with the following details below so we can create a report ticket:

• Roku device model, serial number, device ID, and OS version. (this can all be found in Settings > System > About)
• Tracker ID (when you see this issue occur, press the Home button 5 times, followed by the Back button 5 times, and provide us with this ID)

Please note for those who have already provided us with the requested details, kindly disregard this as we have already collected those and have been included in the process. We'll be looking forward to your responses!

Best regards,
Carly

[joebios01]

I'm sorry but:

What part of PREVIOUSLY REPORTED did you not understand?

[RokuCarly]

HI, @joebios01.

Please be aware that this is for users who are currently experiencing the same issues and who haven't provided this information yet. 

If you have already reported and have provided the details needed, rest assured that your device has already been included in the report. 

Hope this clears everything out. 

Best regards,
Carly

[Mgoins]

Hey, RokuCarly, here’s the info you requested.

• Model:  4670X - Roku Ultra
• Serial Number: YJ007X982948
• Software Version: 12.5.5 - Build 4174-46
• Device Id: KWA057982948
• GC version: 10.5.39

Tracker ID: 48-028-702

[RokuCarly]

Thank you for providing us with the requested details, @Mgoins!

Rest assured that we have included your device in the process of investigation and correction. Your patience and understanding are highly appreciated at this point. 

If there's anything else you'd like us to address or report, please don't hesitate to let us know and we'd be more than willing to listen and take appropriate action.

Best regards,
Carly

[RokuCarly · Accepted solution]

Hi Community users!

We believe this issue has now been resolved.

We would like to invite you to check whether you are still encountering any audio problems with Direct TV.

Please let us know if you require any further assistance.

Thanks,
Carly