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Level 8

Re: What is the CS phone number?

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I'm in the US. I apologize that my problem wasnt stated clearly enough. I really dont know how else to say, when I try logging on to stream ID via the roku, the channels and shows remain locked. I followed the directions provided on the screen and it appears I'm logged in but still nothing. Since your service is so unhelpful as to not provide a CS number, I spent a hour on the phone with different areas of AT&T CS. They tried to help me but were unsuccessful and after an hour I had to go. I have no freaking idea how to tell you what the roku model is. We bought a TV and from what I understand it was part of the TV. The TV is TCL if that in anyway helps. 

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Level 19

Re: What is the CS phone number?

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Is this the Discovery channel?  It's not really a Roku problem; Roku just provides the platform.  You need to contact the channel provider and ask them what's going on.

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Level 21

Re: What is the CS phone number?

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@Maxson01 wrote:

I'm in the US. I apologize that my problem wasnt stated clearly enough. I really dont know how else to say, when I try logging on to stream ID via the roku, the channels and shows remain locked. I followed the directions provided on the screen and it appears I'm logged in but still nothing. Since your service is so unhelpful as to not provide a CS number, I spent a hour on the phone with different areas of AT&T CS. They tried to help me but were unsuccessful and after an hour I had to go. I have no freaking idea how to tell you what the roku model is. We bought a TV and from what I understand it was part of the TV. The TV is TCL if that in anyway helps. 


Thanks for the reply. You have a TCL Roku TV, so that's enough of a model description for now.

First, let me say that I am not a Roku employee. I'm just another user that happens to have some experience with resolving issues with Roku devices, and offer my assistance where I can.

Unfortunately, I have no idea what Stream ID is. I can't find it in the Roku Channel Store, so I can't say who provides it. I don't know how it's supported to authenticate, or for that matter what they even offer.

Now there is a channel called ID Discovery. That channel requires you to have a TV provider, such as a cable or satellite company. YouTube TV also qualifies for accessing it. There's no other way to access that channel. You can go here and see the complete list of supported TV providers. 

So, if ID Discovery is the channel in question, and you do have an accepted TV provider, it sounds like there's an issue logging into the channel. The first step to take with any misbehaving channel is to remove it, reboot the Roku, and add the channel back. You remove it by pressing the * button while the tile is highlighted and selecting remove. Then, you must reboot. You can do this by either pulling the power for 30 seconds, or find the system restart menu under Settings. Do not skip this step, or the removal isn't complete. Once it's rebooted, add the channel back in and try to sign in again.

If ID Discovery isn't the channel we're talking about, I'm at a loss until we can identify the correct channel name. 

Dan
Roku Stick (3600), Ultra (4640), Ultra (4670), Premiere (3920), Insignia 720p Roku TV, Sharp 4K Roku TV, Nvidia Shield, Windows 10 Pro x64 running Serviio and Plex on a wired Gigabit network.
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Level 8

Re: What is the CS phone number?

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Of course I do. How much are we going to bet they tell me to contact you and around the merry-go-round I go. No one has the capacity to take ownership or accountability. I would say thank you and it's been a pleasure but I think we all know it hasn't been.

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Level 21

Re: What is the CS phone number?

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@Maxson01 wrote:

Of course I do. How much are we going to bet they tell me to contact you and around the merry-go-round I go. No one has the capacity to take ownership or accountability. I would say thank you and it's been a pleasure but I think we all know it hasn't been.


You are talking to me like I'm a Roku employee. Again, I am not an employee. I am just another user that has some experience with troubleshoot issues. But I have no inside information or contact with Roku. 

You're welcome...

Dan
Roku Stick (3600), Ultra (4640), Ultra (4670), Premiere (3920), Insignia 720p Roku TV, Sharp 4K Roku TV, Nvidia Shield, Windows 10 Pro x64 running Serviio and Plex on a wired Gigabit network.
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Level 7

how do i get to talk to a real person by phone?

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is there a tech support number where i can call and speak with someone?

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Level 19

Re: how do i get to talk to a real person by phone?

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No.  Such customer service is foreign to Roku.  The only number that used to work gives you a recording that they're not answering "due to the situation".

Beware of scams.

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Level 7

Re: what's the customer support phone number

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NO!! There is zero assistance there; that's why we're asking for an email or phone number. The website you give doesn't provide help for most any issue. How do I contact ACTUAL help?

Thank you,

cattblue

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Roku Employee
Roku Employee

Re: what's the customer support phone number

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@cattblue 

Thanks for the post.

What is the issue that you are experiencing?

With more information we will be able to assist you.


Thanks,
Danny

Danny R.
Roku Forum Moderator
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Level 13

Re: what's the customer support phone number

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Just a friendly reminder:  Buy Roku devices and televisions from a good reputable Roku Approved vendor.  Make sue they have a clear return/exchange policy that gives you enough time to see if there is any problem with your purchase.  Call center, Chat and other contact ways should be easy to find and use. Do not depend so much on Roku itself to assist.  They seem to be overwhelmed and not in real time anymore.