I have a Roku 1 that we use many hours per day with no issues whatsoever. I told my neighbor about our Roku and how much we use it. Since she's elderly and on a fixed income, cable programming is too expensive for her. She bought a Roku Streaming Stick 2 days ago and I have spent more time at her apt in the past two days than at my own, this thing is awful! I just got off the phone with a Roku rep who just did not listen to what I was saying and I am beyond annoyed and frustrated.
First issue, she called and said it was stuck on pause and wouldn't "click". Sure enough, that about covers it. Nothing on the remote would work. I unplugged it from the wall outlet for a minute, plugged it back in and once it got going, it was fine... Until about an hour later when she was clicking through to change to another channel and it froze again. Repeat this times 5 (me going down, unplugging, changing battery in remote x 3, getting it set back up, etc) and that's where I was an hour ago when I finally called Roku.
While waiting for a rep, I noticed that when it was "frozen" and wouldn't work, if I pushed on the back of the remote where the battery door was, it would then work again! Also, if I rolled the batteries around under my thumb, it would work again. After having changed batteries 3 times since yesterday (that had been my first thought), I knew the batteries weren't the issue. I was thinking that something wasn't working correctly in the remote.
The Rep told me how to use 3 buttons to "pair" the device, while not hearing me that I'm going down the hall to another apt each time this elderly friend needs my assistance. I told him that wasn't going to work and asked if this were an issue that they know about... to which he said he'd never heard of such a thing before.
Can anyone help with this issue? Should we just take it back and exchange it for another?
BTW, I moved the Westell box closer, in direct line with the t.v. when I first set up her Roku - The stick isn't behind anything, it's stuck out from her tv quite well, actually.