@DMB-44130 , there was probably no reason to talk to Roku phone support. It's a system issue. They can't do anything. But, your experience shows what anyone would assume/conclude from this forum. The phone support people apparently weren't even aware of a massive outage. That's confirmation of what this forum would suggest to anyone about support (and how serious Roku's effort is.). It's like they're not even serious. Wouldn't the phone support be the first people you'd tell?
Being hung up on when deviating from the script is already reported by others. That's the robotic nature of Roku's "put you off till you can't take it anymore" style of support (which we see in the forum too).
So, like other advice (about just being patient and wait for the problem to go away), you could probably have saved yourself aggravation by not contacting Roku's phone support. Whenever the guide comes back, you'd continue to be fat-dumb-happy (just one problem away from the very troubling reality that does exist.).
I keep thinking of all the people whose tvs were broken by obviously untested updates. I bet they wish they'd had a potentially "pointless aggravation" with Roku's phone support (before their return window was closed.). Tell them they shouldn't be angry.
"People are often amazed at how much we’ve done with the number of engineers we’ve got." (Roku CEO Anthony Wood, Austin Statesman, Oct 4, 2019). "Amazed" is one way of putting it.
