Features, settings & updates

[Blazing_Away]

Roku customer service did not followup on my service request regarding airplay no longer working (after regular but very light use) on a two year old ultra. After giving all the requested info by email to customer service (including a video), they finally turned the problem over to engineering. But now it's been over a couple weeks and they don't respond to emails asking for status. It's like I've been blacklisted from communication for asking for help.  Does anybody know what might be up with Roku or who to contact about this?

[makaiguy]

See if this forum post by @StreamerUser re getting Airplay to work helps: https://community.roku.com/t5/Roku-Device-Features-Settings-Updates/Help-setting-up-Apple-Airplay-on...

[Strega]

They probably just don't have anything new to say.  In a couple of weeks, they might not have even started looking at any specific problem report yet. 

[Blazing_Away]

Thanks makaiguy but nothing there helps when the Roku settings for Airplay are unreachable: when I select Settings>Apple AirPlay and HomeKit, just the word "AirPlay" flashes on the screen instead of proceeding to the AirPlay setup options. So there is at least a software problem because if it's first a hardware problem, the software doesn't catch and report the hardware error.

[Blazing_Away]

They've had the problem for three weeks but I previous always got two replies every single time I sent an email - the first an automated acknowledgement of receipt of email, and then a person replies within a day. So something's changed and it's clearly bad and wrong. 

[makaiguy]

@Blazing_Away-

These forums are loaded with people complaining that they haven't heard back from Roku support.  Sadly, your situation is not unique, nor is it new.  That's why a number of us try to help out here when we can.

[Blazing_Away]

Thank you again makaiguy!  That's pathetic from Roku - that they would take an email address and mark it as excommunicado exactly in the middle of a support issue and leave me hanging - the equivalent a giving the finger to an average customer out of the blue. I believe they have no solution to the early failure of their premiere device. I assume the warranty ended after one year. Is that all I should expect from a Roku Ultra? All communication ceases anytime they feel like it.  I already knew their remote controls are failures but I hadn't given up on Roku as a company until now. No Roku TV. No Roku nothing now. I will spread the word and make sure I more than undo the benefits I had given them.

[makaiguy]

I wouldn't attribute it to blacklisting.  I think it's more likely they just don't have an answer for you.

Edited to add ...

They do seem to be having problems interfacing with Apple products right now.  Both problems with Airplay and the iOS version of the Roku app (remote control and remote listening) are being reported here.

[Blazing_Away]

It is 100% excommunicado - there can be no doubt about that. I do think Roku refuses to explain or acknowledge problems, but when you are cut off midstream out of the blue from any and all communication, Roku demonstrates idiocy-incompetence and arrogance.

[RokuDanny-R]

@Blazing_Away

Thanks for the posts.

If you are already in contact with our Support team, we would recommend continuing to work with them as they would best be able to assist you moving forward.

Please be aware that we are aware of an issue regarding Airplay no longer working and the appropriate Roku team is investigating further.

For more information regarding that issue, we would recommend taking a look at the thread here.

We will be closing this thread out to avoid further confusion and duplicate threads open for the same issue.

Thanks,
Danny