Channels & viewing

[Catherineh]

Like many other Britbox subscribers, I have not been able to access Britbox for weeks.

Britbox says its a problem with Roku and it should be fixed in a "few weeks" and to download the updated version of the Britbox app.

Any reliable company will compensate subscribers for lack of service by extending their subscriptions by the time lost.

Since I already paid Roku for the year, I cannot stop payment.

I want to know if Roku company has enough pride and integrity in its service to do the right thing for its customers.

[RokuKariza-D]

Hi @Catherineh

We sincerely apologize for the inconvenience this has caused you.

Please provide us with the following information for further investigation:

1. Roku device model, Serial number, Device ID, Software OS/version (these can all be found in Settings > System > About)
2. Does this issue occur on a specific channel? If so, what channel and what version/build is the channel (this can be found by selecting the channel on the Home screen and pressing the * button)
3. Tracker ID when this issue occurs (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)
4. Steps to reproduce the issue you are seeing

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

All the best,
Kariza

[eab]

Same response users get to any problem from Roku. No help, just busywork.

[DavidNC]

Just to make sure RokuKariza-D has the issue information:

Issue Report Tracker

Model: 5143x-Rolku TV

Software version: 11.0.0 build 4193-08

Issue ID 26-487-802

Britbox opens and then closes.

[RokuMary-F]

Hi @DavidNC,

Thanks for providing the information needed!

We'll send this information to the appropriate Roku team. Please be aware that our team has continued investigating the issue and is hoping to have a further resolution soon. We'll get back to you once we have an update available I'll be sure to let the Community know.

We appreciate your patience in the meantime.


Best regards,
Mary

[Rick21]

My issue is identical to yours...with the identical response by Brit Box. The issue has gotten worse over the past several months (I used to be able to get on occasionally...now I can't. I pay through ROKU. We have a different brand of TV...so don't scrap your Sharp TV. It's not the TV, it's either ROKU or Britbox.

I'll give it another month before I quit the Britbox subscription.

[RokuMary-F]

Hi @bakersdozen @Rick21,

Thanks for posting in the Roku Community!

We would be more than happy to look further into this issue but will need more details. Can you please provide us with the following information:

• Roku device model, serial number, device ID, and software OS/version (these can all be found in Settings > System > About)
• does this issue occur on a specific channel? if so, what channel and what version/build is the channel (this can be found by selecting the channel on the Home screen and pressing the * button)
• tracker ID when this issue occurs (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)
• steps to reproduce the issue you are seeing

Once we have this information, we will be able to pass it along to the appropriate Roku team to investigate further.


Best regards,
Mary

[Adal]

I won’t give all of the backstory because it’s not necessary. The answer is: 

1. Delete the Britbox icon from your list.

2. Cancel your Britbox subscription from the Britbox website.

3. Return to the Roku streaming channels to locate the Britbox icons. I say icon(s) because on my streaming channel list there are two. Pick the icon that shows Roku Britbox and add it. 
4. Launch the channel and follow the prompts to subscribe to Britbox. It is the same price and works way better on Roku than the other app ever did.

[feedup]

Unfortunately I can't do this because a paid for an annual subscription, and they don't refund your money, so I have been doing a work around that is working but not ideal.  I have search from my home screen and most shows I can get but not all, when my subscription ends if it hasn't cleared up I will be cancelling and going with someone else.

[Jokerr1]

I have the yearly subscription as well. I requested a pro-rated refund for 6 weeks but no response so far. When you say you search from your Home Screen, is that still inside the Britbox app? Unfortunately, I can’t even get into it at all… I just automatically get kicked out every time I try to access the app. Very frustrating.