Features, settings & updates

[RokuJohnB]

Hi @Seagull,

Thanks for posting here in the Roku Community!
We understand you're having trouble hiding the OTA channels. We're happy to help. Please try to restart your Roku TV by going to settings, system, power, and system restart, then try to see if the hide option will be available.

We hope this helps.

Best regards,

John

[Seagull]

It didn't work. Hide option still missing

[RokuEuniceL]

Hi @Seagull,

Thanks for updating us here in the Roku Community!

We appreciate you bringing up the issue that you're having right now. We have passed along your information to the appropriate Roku team to investigate further.

We appreciate your patience and understanding in the meantime.
Kind regards,
Eunice

[gs100]

Hi

It has now been 2 months since your software update removed the function to hide channels.

As I explained at the time my mother who has Alzheimer's is unable to navigate the full list of channels and has not been able to use the TV for the last 2 months.

Argos say it's not their responsibility and will not refund the TV so as it is your software update that has now left her with an unusable TV how do we go about getting compensation from yourselves?

Many thanks

Graham

[sirbickey]

Still no update from Roku? @RokuEuniceL @RokuJohnB could either of you provide an update please?  Not the best look when a firmware update is clearly the cause and everything just goes silent…

[RokuJohnB]

Hi @sirbickey,

Welcome to the Roku Community, and thanks for keeping us posted!

We will be more than happy to assist you further, but we will need to gather more details. Can you please provide the following information below?

• Roku device model, serial number, device ID, and software OS/version (these can all be found in Settings > System > About).
• Does this issue occur on a specific channel? If so, what channel and what version or build is the channel (this can be found by selecting the channel on the home screen and pressing the * button)?
• Tracker ID when this issue occurs (when you see this issue occur, press the Home button five times, followed by the Back button five times, and provide us with this ID).
• What troubleshooting steps have you taken so far?

We look forward to hearing from you soon.

Thanks,

John

[Richardbett57]

Hi

This is not a bug it’s a functional change Roku implemented in a recent software update. We simply need a new update that restores the option to hide channels.

Thank you..

[RokuCarly]

Welcome and thank you for posting here in the Roku Community, @Richardbett57.

We'd be more than willing to coordinate this with the appropriate Roku team for further review.

With this being said, kindly provide us with the following details below for us to create a ticket effectively:

• Roku device model, serial number, device ID, and software OS/version (these can all be found in Settings > System > About).
• Tracker ID when this issue occurs (when you see this issue occur, press the Home button five times, followed by the Back button five times, and provide us with this ID).

Looking forward to your response!

Best regards,
Carly

[sirbickey]

@RokuCarly @RokuJohnB @RokuEuniceL 

PLEASE PLEASE READ THE THREAD FROM THE BEGINNING.

We have repeatedly raised the same thing to you, only to be met with a boilerplate response that has absolutely no relevance to the issue raised.

To repeat:

THIS IS NOT A BUG. ROKU REMOVED A FEATURE.

prior to the firmware version mentioned at the start it was possible to hide channels from the live TV EPG, since then the option had gone, all hidden channels have reappeared and the option to hide them has gone.

The situation does not require a tracker ID as the issue is NOT a bug.  Again, it is the active removal of a feature that was previously available.  I cannot see a world where being able to hide a channel from a list is a security issue, so the only other option is Roku have chosen to remove the feature.

It is impossible to provide you with a tracker ID, as, again, this is not a bug

I look forwards to a move constructive response so we can actually get this situation moving forwards

[RokuTakashi]

Hi, @sirbickey

Thanks for posting here in the Roku Community.

We understand your statement, and we acknowledge how this affects your streaming experience. We'll forward this to the appropriate Roku team for review.

We hope for your understanding as we'll work on this.

All the best,
Kash