Features, settings & updates

[stuckinstandby]

Previous post was closed with an "accepted solution" that does NOT solve the problem.

Unable to hide channels in OTA TV guide after firmware update

UK Roku TV users are STILL unable to hide channels after that firmware update.

Roku have changed the functionality and failed to test on UK FreeView Play TVs, which cannot use the methods available in the US TV Guide becuase it works differently.

Please restore the functionality! Why should we have to scroll through pr0n channels, religious, shopping channels? Think of the children, Roku!

[RokuJohnB]

Hi @stuckinstandby,

Thank you for posting here in the Roku Community!

We want to further investigate this issue that you had. Can you please provide the following information below?

• May we have the software version of your Roku device by going to settings, system, and about?
• What troubleshooting steps have you taken so far?

We look forward to hearing from you soon.

Thanks,
John

[stuckinstandby]

The issue is the same as this thread as posted by @Bobblehat on 23rd September 2023:
Unable to hide channels in OTA TV guide after firmware update

According to that thread the issue was introduced by the firmware udpate: 12.5.0 Build 1265

That post was marked as resolved (without any resolution) by RokuCarly on 16th October 2023. That thread is now locked.

The issue remains. The previous method for hiding OTA channels (via input settings) was removed by that September firmware update.

It is still not possible to hide OTA channels from the UK channel guide.

What have I tried:

• looking everywhere in settings
• scrolling left on the TV guide (scrolls through previous programmes and previous days, doesn't go to the channel ID)
• pressing random buttons in case there's some other way to jump to channel settings
• searched this forum extensively

Software version on my TV today: 14.0 build 4.12221-CS
Software version that introduced the problem: 12.5.0 Build 1265
Model: Roku TCL 55RP620K in UK, which uses FreeView Play TV Guide.

Other users on the previous thread reporting the same issue: @Scottishmarti @Seagull @gs100 @sirbickey @Richardbett57 @leemurphy100 

[RokuJohnB]

Hi @stuckinstandby,

Thanks for keeping us posted!

We will be more than happy to investigate this issue you had with the OTA channel further since it was unable to hide it. Can you please provide us with a photo or video clip?

We look forward to hearing from you soon.

Regards,
John

[sirbickey]

Hi @stuckinstandby 

Sadly I have given up trying to get anybody from Roku to provide any form of help with this

I think it's fair to say they are demonstrating a complete and total lack of care for their customers (UK at the very least).

If this is as much of an issue for you as I have found it, the best I can suggest is to look at a new TV running on another platform.  It's really not worth wasting your time and energy trying to get a resolution from Roku.  I'll stick a few recommendations up on this post once I've done some hunting if you'd like?

@RokuJohnB @RokuCarly 

[sirbickey]

Hi @RokuJohnB 

For more details please check the original thread as referenced above.  Details of my TV below

I cannot see how to attach a video, please advise on how you would like to proceed

Please also bear in mind that this issue has been ongoing without resolution for over a year now, with a complete lack of attempted resolution at every turn so far, so a speedy response would definitely go some way to restoring brand image/reputation

[sirbickey]

@RokuJohnB 

Can you advise as requested in my previous port please?

[sirbickey]

Hi @RokuJohnB

Any update please?  I replied to you a week ago and have heard nothing since

@stuckinstandby 

This is what I mean, pointless trying to actually get any form of response, best advice I can give is shop outside of the Roku ecosystem for a product that works and a support service that responds

[sirbickey]

@RokuJohnB @RokuCarly @RokuChris @RokuBen 

Please can someone respond?

Anyone at all will do

[stuckinstandby]

@RokuJohnB I can give you photo of the settings page where the setting used to be before Roku mistakenly removed it - is that any good?

Or a photo of the TV Guide where it's impossible to navigate to the mystical channel settings menu - any good?

This is the TV inputs settings page where there used to be an option to edit the channel list and hide channels:

This is the Freeview Play TV Guide - pre-installed and the only one available in the UK:

This is what happens if I scroll left - it moves to the previous programme that has already aired:

This is what happens if I keep scrolling left until it stops - it goes back through programmes for the last 7 days:

And for the avoidance of doubt, here's what happens if I press the star key - I get options specific to the channel - allowing you to view a programme via catch-up:

Expectation: the option to hide channels (eg religious and x-rated channels) should be restored, either via TV inputs as before or somehow through the TV Guide.