Channels & viewing

[rblaust]

@RokuJechealR Here is the information you asked for.

Samsung Model: UN55KU6290F

S/N: 063E3CNH900816B

Samsung Model UN55KU6290F

[RokuJechealR]

Hi @rblaust,

We appreciate your response!

Thanks for providing all the information we requested. We'll go ahead and send this over to the appropriate Roku team for further investigation. Rest assured, once more information is available, we'll update this Community thread.

Feel free to keep us posted if there's anything else we can assist you with besides this.

All the best,
Chel

[BigTom]

The initial problem was reported on 3/10/2024 and it is now 5/11/2024, 61 days later.  The problem still exists.  

Is 2 months without a solution normal for ROKU support?  I am 75 years old.  Should I expect a resolution to this problem in my lifetime?

Thank you.

[Northsouth]

You (ROKU) have built up a lot of good will by offering an outstanding free service which many have/are taking advantage of. Kudos.

It a shame to see it all squandered. And by that I don’t mean ROKU is expected take super human efforts to get the TVs in this thread working again. Most can understand if supporting a vintage Samsung operating system with a freebie is no longer viable. What can’t be understood is not addressing the issue, whatever it may be, at all.

A few weeks after my Samsung went “dark” I considered buying a ROKU stick to regain access. However, after seeing the handling of this issue and company response to this thread---by that I mean lack of any meaningful response—I’ve had second thoughts. All the replies posted so far look as if generated by an automated bot; not the face which should be presented to potential customers.

A response like “We’re sorry but can no longer support older Samsung’s via the free app. As an option, perhaps try one of our Sticks which we will support on your legacy model TV until 20xx” would be magnitudes better than the “we’ve passed it along to a response team” catch all time and time again.

Free feedback.  Again, thanks for the years of free service.

[BigTom]

Thank you for your rational analysis of the current situation and ROKU's responses to our many complaints.  The fact that there has been no response to your well-thought-out post seems to be a clear ROKU response to our reported problems.  Thank you again for trying.

[Robinund]

What was the outcome of this?

[Robinund]

• Status?

[Robinund]

• This has been an ongoing issue for months! Roku Customer Support please tell us how to fix this issue or let us know you can't. No response is not appropriate! 

[rblaust]

Don't expect a substantive response if you get any response at all. It seems like Roku's message to all of us is to just go away.

[Kardav]

Hey John @RokuJohnB @BigTom 

Nothing plugged into the TV. Just using the app.

TV has been restarted,  unplugged,  modem restarted and unplugged - numerous times.  

Just the standard message that Roku is temporarily unavailable,  try back later. 

There are no updates available for the TV. 

In the USA. Zero problems until about a month before I posted initially.

I'm able to watch Plex with no problems.  

Thanks.