Remotes & Accessories

[cutecarbs]

I've read all the questions from others and can't find anyone with my issue. My IR remote does not need new batteries and the receiver is in plain view, I tried checking for the signal in my front facing camera and I don't know if I saw it or not. Do I just have to buy a new remote? That should be sent to me.

[RokuDanny-R]

@cutecarbs 

Thanks for the inquiry.

What Roku device model do you have? How old is this device? If you need a replacement remote for your device, we will be able to recommend you the appropriate remote once we know the model device.

Please keep us posted.

Thanks,
Danny

[cutecarbs]

Hi, Danny! Thank you for responding. I received my Roku Express from prime today at noon. I have another Roku IR remote from a different Sharp Roku TV and I just tried using that and while it turns my new Roku (and the Westinghouse smart TV it's connected to) on and off, I still can't click on a language or even try and highlight a different language. This is so weird to me.

Thanks again for taking the time.

[cutecarbs]

Hi, Danny. Bumping this to the top of your notifications. Let me know if you can send me a replacement remote.

[RokuDanny-R]

@cutecarbs 

Thanks for the information.

Please be aware that the IR remote from your Roku TV will not work with your Roku Express.

I would recommend checking out troubleshooting steps for your IR remote on our Support page here: How do I resolve problems with my Roku IR (infrared) remote?

If that does not resolve your issue, I would recommend either return/exchanging the device or you send me a PM with your Roku account email address, and include the serial number on the Roku device. I'll be able to assist you further from there.

Thanks,
Danny

[cutecarbs]

I emailed back and forth with someone about this already. I was told I would get a new remote in 3-5 business days.

I could not leave a review for this interaction because while I was waiting to receive my remote the ticket was closed, but I would say I'm not satisfied. 

ANY information someone might need to help me is all in the last question I posted which you should be able to find on my account, or you can private message me.

I just need a new remote so I can simply use the Roku that I bought.

[RokuDanny-R]

@cutecarbs 

Thanks for the inquiry. I'm sorry to hear about the experience—that's not what we aim for.

I have passed along your concerns to our Support team. They will follow up and assist you.

Thanks,
Danny