Discussions

[ShaneBender]

Roku customer service is tge worst. They act like they are trying to help but, never follow up like that say they will. I've been dealing almost 2 months with there bs

[RokuJanadeeK]

Hi @ShaneBender,

Welcome to the Roku Community!

We apologize for this experience. This is not what we aim for. We're happy to look into this concern.

Could you tell us the following details?

• What Roku device is affected? (Go to Settings > System > About.)
• When did you start having this issue?
• Have you tried checking manually for software updates?
• Are there any external devices attached to your TV besides the Roku device?
• What troubleshooting steps have you taken so far?

Please keep us informed so we can continue assisting.

All the best,
Janadee

[LeeStreamer]

I have the same issue and the same terrible experience with Roku. I am replacing an older Roku TV where this feature worked. I'm using the same USB that worked in the old TV. I am getting audio and video skipping which can be seen in this video. I've also tried 2 other USB drives (3.0 32GB and 3.2 32GB) and none of the 3 drives worked (PNY, Lexar, and Verbatim brands). I even exchanged the TV for a new one. I tried all of the useless steps from the Roku Customer Service representative's script (restart, reset, unplug). I have seen other complaints online and I feel like Roku just doesn't care. I'm about to take this TV back and try a Fire TV instead. 

The only external device I have attached is an outdoor antenna. It works great and has good signal as evidenced by everything working on the old TV. The new TV is a 32 inch Roku TV model 32R2B5.

[StreamerP]

Live TV pause worked great for five years on my old TCL 4 Series Roku TV. Two months ago, I bought a Roku Select Series TV, and this issue started with the exact same USB stick, as well as two other faster/better USB sticks. I just spent an hour with Roku support in India, and they had me press the small reset button on the back of the TV to enter recovery mode and update the software. Obviously, it did not work. They are "escalating this case to the concern department to check." Their Backend team will check and give an update through email in two business days. I have a feeling this is a known issue that is not being addressed.

[LeeStreamer]

Yes. It is a known issue and they will string you along so that you don't return the TV. I managed to fix my old TV by replacing the motherboard and returned the new one at the 29 day mark. They kept telling me to keep it and it would be fixed but I knew that was a lie. 

[StreamerP]

In your original post, you said you exchanged your TV for a new one. I assume that did not work as the new TV also had the same problem. This implies that all 32R2B5's have the same problem. In the second post, it sounds like you bought a new one, switched the mother boards, and then returned the new one within the 30 day return window. I assume that did work. This implies all 32R2B5's do not have this problem. Which is it? Thanks. BTW, I have a 55R4A5R.

[StreamerP]

This video shows what I am experiencing while using Live TV Pause with my Roku 55" Select Series TV (55R4A5R).

[LeeStreamer]

Sorry for the confusion. There were a total of 3 TV's involved. The original one got struck by a power surge which fried it. I went to Best Buy and bought a new one. That one had the problem so I returned it and bought a second new TV. That second one also had the issue. Since I hadn't thrown away my original TV yet, I ordered a motherboard for it. That fixed the issue caused by the lightning strike and since the original old TV didn't have the live TV pause issue that the new ones both had. I returned the second new TV and kept the original old one. 

[LeeStreamer]

Looks like the same issue I had that was never solved.