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Allen78749
Reel Rookie

2023 Soundbar stops working after an hour of watching TV

Purchased the New  2023 Soundbar and after watching a movie or TV show the soundbar disconnects from the TV and the TV speakers take over.  The only way to reset this is to unplug the TV and Soundbar to have the reconnect to start working again.  Numerous calls to customer care and being hung up on.  Just looking for some guidance on how to get this resoloved or replaced

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2 REPLIES 2
RokuERey
Community Moderator
Community Moderator

Re: 2023 Soundbar stops working after an hour of watching TV

Hi @Allen78749,

Welcome to the Roku Community!

Thanks for reaching out regarding this, and we'd like to see what's going on here.

Could you tell us how long you've been experiencing this issue? Is this happening to all the content you've watched? What Roku TV is paired with it (ONN, TCL, Hisense, etc.)?

Tell us more about this so we can provide the appropriate next steps.

Thanks,

Rey

ERey.
Roku Community Moderator
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Allen78749
Reel Rookie

Re: 2023 Soundbar stops working after an hour of watching TV

I bought this soundbar in March 2023 -  I also bought the New 75" Roku Plus television after replacing a 5-6-year-old Sharp Roku TV.   The Soundbar has been cutting in and out ever since I bought it, but I kept thinking Roku will release a system update that will fix it.  After vacations were over and one day listening to the sound bar connect and disconnect numerous times, I decided to go back to the Satellite Roku Speakers and remove the sound bar completely.  This fixed the issue, I called and spoke to a Roku customer care rep who instructed me to put the Sound Bar in any box and ship it back in order to do a system replacement.  UPS is charging $80 to ship back a defective soundbar that costs $149 -  That's crazy - In my opinion, you should send out the replacement unit and if I don't return the defective unit with the prepaid return label - then charge me for not returning it plus any shipping charges.  To me, that's good business and fair, but who am I just a disgruntled consumer?

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