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My Roku TV was connected to wireless internet through my Xfinity XFi Router in June when the TV was hacked, and my TV's Serial Number changed from 58G2151JEH14383 to X019004VXN46, which now shows in the Settings>System>About screen. Also shown on the About screen: "Hisense Model: 6Series-58 Hardware ID: G204X Software Version: 12.0.0 build 4190-CH Device ID: S08C321VXN46" Factory resets don't reset the TV to its original serial number.
When this happened, I noticed changes in the advertising and programming in various free channels, including the Roku Channel, which shows "Roku Channel Version: 9.3 build 10." From the Home screen I generated an Issue Report Tracker, which showed this info: "Model: G204X - Roku TV Serial Number: X019004VXN46 (S08C321VXN46) Software Version: 12.0.0 build 4190-CH GC Version: 10.0.525 Timestamp: 2023-09-01T02:55:29Z Please use Issue ID 46-350-095 to report the current issue." The timestamp was incorrect - it's actually 08-31-23 and the time was approximately 10:00 PM.
Other noticeable/different settings in my TV are Settings>Apple AirPlay and HomeKit and Settings>System>USB Media>Launch Channel>Roku Media Player, both of which were set up, although I didn't set them up.
Also, in my Roku account, it shows a link to "TV Settings for Roku Smart Home," which opens a page that says "Your Roku Devices: Serial Number X019004VXN46" and below that are two check boxes that were checked - one for "Camera Feeds" and one for "Doorbell Notifications" - which I unchecked. Oddly, the first page also says "You currently have no Roku Home Devices," which contradicts the settings.
What can be done about this? I received several emails from Roku with a case number, but nothing has been resolved, as there is no actual person that I can contact. I have already talked to several different people at Roku's instruction to call the general support line, which has proven to be a waste of time having to explain everything over and over only to be told that they can't help me but will write a ticket and have someone call me back, which doesn't happen. After reading a few previous similar posts, which have received no reply, I am wondering if writing this will also prove to be a waste of time.
Does Roku just not offer any real assistance or solution for their products and accounts that have been compromised?
