Solving playback issues

[Redlon15]

Hi I am not able to find any customer service numbers. About once a month my streaming device does not work. Either it says it's not connected to the wifi/internet (though everything in the house is connected and working) and the modem has to be rebooted or it plays with sound only and a black screen. I have not had this device long. I would like to talk to someone. It resolves with rebooting the modem (connection issue), or unplugging the device (there is not an on/off switch on the remote to turn the device on and off) for the black screen/sound only issue. However, I am disabled and cannot get to the modem or device to unplug and replug it. I really would like to talk to customer service but cannot find a number/email, nothing. Only the legal department phone number. This should not be happening to a device that I've only had about 6 months. 

[RokuEuniceL · Accepted solution]

Hi @Redlon15,

Greetings from the Roku Community!

We appreciate you letting us know about your streaming issues on your Roku device, and we apologize for any inconvenience this may have caused you. You can restart the system when temporary glitches and disconnection to the network happen on your Roku device.

A system restart is the least invasive reset method. It is not the same as pressing the power button on the remote or the physical power button on the TV itself. Instead, a system restart is performed by removing the power cord from your Roku device for at least 10 seconds before plugging it back in. If reaching the power cord is inconvenient, you can use the instructions below to perform a system restart:

1. Press Home on your Roku remote.
2. Scroll and select Settings.
3. Select System.
4. Select Power. If you do not see a Power submenu, skip to the next step.
5. Select System restart.

Please let us know if there's anything else that we can do to assist. Thank you!

Best regards,
Eunice