Features, settings & updates

[Katz2]

How do I get customer service to email me? I’ve sat on chat for 45 minutes and I need to get back to work. It’s quite obvious that my Roku stick is broken as it won’t work in either TV. I’m very disappointed in this company. 

[makaiguy]

@Katz2-

First off, what are you calling a "stick"?.  Roku has several "Streaming Stick" models that look basically like this:

Roku Streaming Stick+

.. with a male HDMI plug extending from one end that can be plugged directly into an HDMI port on a tv without without the use of an HDMI cord.

If instead you have a Roku with a female HDMI SOCKET requiring a male-to-male HDMI cord to connect to your TV, it will cause confusion by calling it a "stick" and make it more difficult to get the help you need.

Assuming you do have a Roku Streaming Stick model ...

Roku Streaming Stick models released since 2017 (model numbers 3800 and above) have an enhanced WiFi receiver that has been moved from within the stick itself and placed in a nodule in the unit's USB power cable.  This cable is essential for the Streaming Stick's operation for connection to the internet through your local WiFi network and for communication with the Roku's remote.  These Rokus cannot function if the Long Range Wireless Receiver is defective or if a plain USB power cord without the WiFi nodule is used.

For Streaming Stick models 4K and 4K+ (3820 & 3821):
These models use a WR002 cable with a USB-Micro connector on the end that plugs into the Roku Stick.  Replacement cables are available from Roku for about $20.
https://www.roku.com/products/accessories/usb-power-cable-with-long-range-wifi-receiver-streaming-st.... 

For earlier Streaming Stick models 3800, 3810, and 3811:
These models use a WR001 cable with a USB-Mini connector on the end that plugs into the Roku Stick. This connector has a tendency to fail over time if the TV's physical configuration forces the cord to make a sharp bend right at the Roku, especially if this must support the full weight of the cable.  These models are discontinued and I fault Roku for no longer stocking replacements for the WR001 cable.  Replacement cables for later Streaming Stick models are not compatible with the 3800, 3810 and 3811, even if a USB Mini-to-Micro connection adapter is used which would permit it to plug into the Stick.  The only recourse for a defective WR001 is to replace the unit with a current Streaming Stick or other Roku model.

[Katz2]

They are sending me a new Roku streaming stick. It went bad i.e., it stop working, i.e. my tv screen was blank because the stick (device) wasn’t working. It’s actually irrelevant what model I had. 

The customer service person I spoke with over the phone was extremely helpful. I had tried all of their suggestions. There was nothing wrong with how I was using the Roku stick; it was working for months and suddenly stopped.

I was wondering if anyone else had this issue. And I don’t understand why I had to be on chat for 45 mins without getting a simple resolution.

I appreciate your response.