Network - Wireless & Wired Connections

Help & troubleshooting for network issues, including connecting your device to your home Wi-Fi network, connecting to public networks, troubleshooting wireless issues & ethernet connections, and optimizing streaming performance.
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Diane34D
Level 7

Broken eithernet port

I have a Ultra HD 4K with a broken eithernet port. How do I get it fixed or replaced?
Does this sound like a typical email exchange with Roku support?





No I didn't drop the Roku.

You work for Roku. You should already know what a Roku looks like. Why do I need to take a picture of it for you to see?


आपके सवाल हास्यास्पद हैं। आइटम दोषपूर्ण है। या तो मुझे एक प्रतिस्थापन भेजें या मुझे यूएएस में उत्पाद समर्थन के लिए एक फोन नंबर दें।


customersupport@roku.com[/email:26b4abzk]>
Date: Fri, May 10, 2019 11:15 am
To: S <[email=roku@monkeybutler.com:26b4abzk]roku@monkeybutler.com[/email:26b4abzk]>[/color]
[center:26b4abzk]## In replies all text above this line is added to the ticket ##[/center:26b4abzk]


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[table][tr][td][table][tr][td]Hello S,
We've added an update to your support request #(2525000). To add additional comments, reply to this email.
Sincerely,
Roku Customer Support





Supraj, May 10, 08:15 PDT:
Hi S,

Thank you for your reply. I apologize for the delay in response.
May I know did you drop the Roku ultra?
Can you send us the snapshot of the Roku?
Take care and have a great day

Regards,
Supraj
Roku Customer Support 



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Supraj, May 9, 13:50 PDT:
Hi S,

Thank you for contacting Roku. I apologize for the delay in response. 

This is in regarding your email reporting that the ethernet port on your Roku is broken.
Please provide us with the following information to resolve the issue.
1)Do you see the light indication on the ethernet port?
2)can you able to connect the cable?

We await your response.

Take care and have a great day

Regards,
Supraj
Roku Customer Support 



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S, May 5, 09:30 PDT:
Message: Either net port stopped working.[/font][/td]
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Labels (1)
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3 Replies
Tonya_G
Level 7

Re: Broken eithernet port

[Content edited per Forum Guidelines]

And you can do a live chat with them, probably on the weekdays. You can also contact Roku Support on Twitter here:  https://twitter.com/RokuSupport

If it's still in warranty, they should be able to replace it.
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mike_s
Level 8

Re: Broken eithernet port

Nah. "Broken Ethernet port?" What does that mean? It it's physically broken, that's you, and isn't covered under warranty. If it simply doesn't connect via Ethernet, that might be a hardware/warranty issue.

 But really, it sounds like you're an a-hole with a false sense of entitlement. Is it even under warranty? Send them a picture if the port instead of complaining.

Sometimes, Roku does stuff wrong. That's not true here, yet
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Roku Employee
Roku Employee

Re: Broken eithernet port

[Edited previous post.] 

Support contact information can be found for your specific Roku device at: https://support.roku.com/contactus[/url:ykn3o40l]

Thanks,
Danny
Danny R.
Roku Forum Moderator
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