Solving playback issues

[Edtravelling]

I wrote directly to the Tennis Channel. Their reply was a basic canned response showing steps of me rebooting the Roku, rebooting the TV, etc. They took no responsibility that there was any issue. Clearly they are either not coordinated or they’re just ignoring all of our feedback.

[Peacefulleigh]

Yeah, I’ve been back and forth with them, sent them details on my system as they requested, then canned replies. But on one I got this:

You can contact us via phone at 1-855-2VOLLEY (1-855-286-5539), chat with a live agent, or email our team by submitting a ticket or replying on the same thread. 

I haven’t had a chance yet but everyone, call when you can 

[MPierson]

YES…still having this problem on our black icon Tennis Channel app on Roku. Audio and video synced in the first few minutes, and then they unsync. Roku and TENNIS CHANNEL - we are paying $120 for our annual TC subscription and plenty for our Roku subscription, and this is completely unacceptable. PLEASE RESOLVE NOW, or please refund our subscription fees. 

M. Pierson - Durham, NC 

[wyhjgwg]

It’s not the tennis channel problem. Roku is the problem because my fire stick tvs and my dish rv satellite work just fine. It only happens on ROKU equipment. 

[Peacefulleigh]

It does only happen with Roku, that's true, but on Roku it ONLY happens with the Tennis Channel.  It doesn't happen on ESPN or ESPN+, on NBC or Fox Sports etc etc. And it all started when Tennis Channel went through its remake whenever that was, Spring? There's a glitch in how its delivering through Roku, or something like that....

[Indochine]

It doesn't *only* happen on Roku devices. I joined this forum because I couldn't find any other place discussing this issue, but I use an AppleTV device and the audio lag happens consistently on that device as well. I can't watch live events or replays unless I rewind or forward after every game of a set so the audio will sync. This is definitely some issue on the Tennis Channel's end. If they don't have an arbitration clause, we should consider initiating a class action for this. It's false advertising and breach of contract to say the Tennis Channel works on our devices and it doesn't.

[RokuCarly]

Hi Community users!

Greetings from the Roku Community.

We understand you are having issues with the Tennis Channel on your Roku streaming devices. Please be informed that we are currently coordinating this with the channel provider for review and finding you the best resolution possible. 

If you haven't provided us with the necessary details needed yet in the investigation, we highly encourage you so, so we can include your device in the process. Please let us know the following:

• Roku device model, serial number, device ID, and current software version. (this can all be found in Settings > System > About)
• Tracker ID (when you see this issue occur, press the Home button 5 times, followed by the Back button 5 times, and provide us with this ID)
• Channel build version

If you've already provided us with these details, rest assured that the team has already included them in the report.

In the meantime, your kind understanding is highly appreciated as we work on this.

Best regards,
Carly

[Peacefulleigh]

Roku model 3810x

software version 13.1.4

build 1512-50

GC version 11.3.21

device id: 2139CO482600

serial # YH000E482600

issue ID 00-405-685

tennis channel version 1.0.29 (but it’s happened since they changed to this new version 1)