Channels & viewing

[LaudiC]

I tried a more direct route, and only got an email back directing me to the Dispute Policy. I have no dispute, just looking for an explanation and help with service. I am paying for the "Up Faith and Family" channel, because I want to view it and mostly, I can. There is, however, one program on it, "Touched by an Angel", that no longer comes up for me. Instead, it offers me a free trial and paid subscription, which I already have! There seems to be a bug. I would like Roku to help me with this. Do I really need to accept a second subscription, for just one program on he channel, which I should already be able to watch? Will I be charged double? What is going on here? Why is the channel not recognizing my subscription in this one instance, while allowing me access to all the rest?

[RokuJechealR]

Hi @LaudiC,

A warm welcome to the Roku Community!

We're sorry to hear about the experience with your subscription, and we'd like to know more about how we can help.

Are you subscribed to the channel through Roku Pay or to the channel provider directly? Are you trying to access the channel through Standalone or The Roku Channel? In addition, what are the steps to reproduce the issue you are seeing?

However, for more information about that channel's authentication and functionality, you'll want to contact channel provider support directly to inquire further. Many channels on Roku are developed and maintained by the channel providers themselves.

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

All the best,
Chel

[LaudiC]

Hi, thank you for your interest in this problem and asking for more information.

Yes, my subscription is through ROKU. It is paid directly to ROKU monthly and automatically. The channel is called, "Up Faith and Family on Roku". I can go in directly through the channel OR through Roku, then the channel OR just find it on Roku.

However I went in, when I hit the Watch button, I got offered a free trial and request to sign up to pay monthly or annually for the channel I already pay for.

Last night, I found a work around. I went in through Roku and rather than click on Watch Season X, Episode XX, I hit the button Episodes, chose an episode and it played! Now I can go in any which way and the Watch button is working! Not sure whether it was my work around or you did something to make it work, but whichever, it is working now.

Thanks Again,

Laudi