Remotes

Learn how to reset a Roku remote, how a Roku remote works, or pair a new remote.
cancel
Showing results for 
Show  only  | Search instead for 
Did you mean: 
radninja
Newbie

Roku support at night is horrible

I spent over 30 minutes in chat with 4 different people trying to get a resolution to my problem. Representatives kept leaving chat. Here's the transcript:

Automated message
6:35 pm
Thanks for contacting Roku Customer Support! How can we help?
 
Todd M
6:35 pm
rechargable remote not taking full charge
 
CK joined the chat
 
Todd M
6:37 pm
I've left it plugged in all day. Never gets above 17%. Used to work perfectly.
 
CK
6:37 pm
This is Sai Naveen from the Roku Technical Support, How May I Assist You Today
 
Todd M
6:39 pm
my rechargeable remote worked fine until the last few weeks. Now it won't charge beyond 17%, and it dies quickly. I've left it plugged in all day, but it never goes beyond 17% charged.
 
CK
6:40 pm
Okay Todd, I am Really sorry that you were facing this Issue , Could you please tell since how long you were facing this Issue ?
 
Todd M
6:40 pm
probably for the last month or so
 
CK
6:41 pm
Okay Todd, May I know that after the remote is been fully charged how many hours the charge is in stand by
 
Todd M
6:42 pm
i can't get it to fully charge. it only goes to 17%. When I try to use it, it lasts about 1 hour
 
CK
6:44 pm
Have you tried to charge the remote by connecting into a different wall outlet? Todd
 
Todd M
6:44 pm
yes. I've tried different outlets and different charging cables.
 
CK
6:48 pm
Okay Todd, Since you have tried all possible troubleshooting steps after that also you are still facing same Issue
 
CK
6:48 pm
So Let me
 
CK left the chat
Automated message
6:48 pm
Your chat session has ended. If you still need help, please reply here in the next 15 minutes to be connected to another advisor.
 
Todd M
6:49 pm
still waiting on an answer.
 
Automated message
6:49 pm
You're back! How else can we help you?
 
Vishwa joined the chat
Todd M
6:50 pm
problem wasn't fixed
 
Vishwa
6:50 pm
Hi Todd M, Thank you for contacting Roku! My name is Vishwa.
 
Todd M
6:50 pm
my rechargeable remote worked fine until the last few weeks. Now it won't charge beyond 17%, and it dies quickly. I've left it plugged in all day, but it never goes beyond 17% charged.
 
Vishwa
6:50 pm
I am really sorry for the inconvenience you are facing today, let me try to fix this issue for you.
 
Vishwa
6:51 pm
Please give me a moment and let me check the previous transcripts.
 
Vishwa
6:53 pm
Todd As i checked that, you are having issue with the remote charging.
 
Vishwa
6:53 pm
Todd Kindly check the serial number of the device? You can find it on back side of the Device itself. Or you can find by navigating Home > Settings > System > About
 
Vishwa left the chat
Automated message
6:54 pm
Your chat session has ended. If you still need help, please reply here in the next 15 minutes to be connected to another advisor.
 
Todd M
6:55 pm
yh0007597104
 
Automated message
6:55 pm
You're back! How else can we help you?
 
Gautam joined the chat
Todd M
6:55 pm
no solution still
 
Gautam
6:56 pm
Hi Todd, Thank you for contacting Roku! My name is {{Attributes.agent_name}}
 
Gautam
6:56 pm
Hi Todd, Thank you for contacting Roku! My name is Gautam.
 
Gautam
6:57 pm
I am sorry for the inconvenience so to be clear your Roku remote does not charge beyond 17%, am i right Todd
 
Todd M
6:57 pm
correct
 
Gautam
6:58 pm
Could you please tell me your Roku device serial number and the model number
 
Todd M
6:58 pm
yh0007597104
 
Todd M
6:58 pm
3810X
 
Gautam
6:59 pm
Thank you
 
Gautam
7:02 pm
I have just checked and confirmed it seems like a hardware issue on the remote, if you would like to we can send a new Roku remote
 
Gautam left the chat
Automated message
7:02 pm
Your chat session has ended. If you still need help, please reply here in the next 15 minutes to be connected to another advisor.
 
Todd M
7:03 pm
still no resolution
 
Automated message
7:03 pm
You're back! How else can we help you?
 
Vignesh joined the chat
Todd M
7:03 pm
still no help
Read
Vignesh
7:05 pm
I'm extremely sorry for the inconvenience you are facing
 
Vignesh
7:06 pm
Please give me 2 seconds while i check this with my resources
 
Vignesh left the chat
0 Kudos
Need Assistance?
Welcome to the Roku Community! Feel free to search our Community for answers or post your question to get help.

Become a Roku Streaming Expert!

Share your expertise, help fellow streamers, and unlock exclusive rewards as part of the Roku Community. Learn more.