Solving playback issues

[sparrowj]

@RokuCarly

Unfortunately, all I am getting here seems to be the same responses as others in the same predicament. 

If someone complains about an issue then a Roku expert takes notice but doesn't respond with any beneficial information about the situation. 

They add a post with what appears to be a pre-written troubleshooting step that most people have already tried.

Then they request device-specific information like the serial number, and what software version you are running and ask for a tracker ID.

Then they'll just keep repeating the same questions to everyone who complains and nothing gets fixed. 

Customer service from Roku is a waste of time they don't take it seriously. After spending over an hour with their live chat support all I was given was the same regurgitated responses, as well as outright lies. I was explicitly told Roku was going to provide an announcement for this problem within 24 hours. I have not been able to find any information about this.  

The last agent even stated that they were going to transfer me to a supervisor for alternative steps to attempt, what do you know I was abandoned in chat with no one ever entering and Roku customer service not attempting to reach out to further the discussion.

There should have been an immediate roll back of this problematic update.

Customers can not be left stranded for days or weeks with no solutions no updates about this so called investigation.

We can't use our devices or in some cases the TV! What a total insult to all the people who have paid for these useless bricks.

[RokuCarly]

Warmest welcome here in the Roku Community, @E_Archer!

Firstly, we sincerely apologize for any inconvenience this may have caused you and appreciate you for letting us know about this.

No worries! We'd be more than willing to coordinate this with our relevant Roku team for further investigation and find you the best resolution possible. Your patience and understanding are highly appreciated as well. 

Once we've been notified of updates from the team, we will make sure to let you know. 

Best regards,
Carly

[sparrowj]

Has anyone seen any improvements,

Myself the device is still unusable 

[Mdm72]

Well, from what I'm seeing on here, this issue is VERY common. But it seems nothing is being done to resolve it. I want to note, that when this happens with my Roku device, I can switch to my mobile to watch my paid apps with absolutely zero issues. So that tells me it is definitely a Roku issue. Maybe if we band together for a class action l/a/w/s/u/i/t (this word was flagged for unallowed) then roku might finally fix this irritating problem 

[RokuJechealR]

Hi @Mdm72,

Thanks for the first post to the Roku Community!

We apologize for any inconvenience this may have caused. That's not what we aim for. We'd like to know more about how we can help, but we need more details. Can you please provide us with the following information:

• What Roku device are you using right now? (e.g., Roku Express, Roku Streambar, Roku TV—specify TV)
• Are you receiving error messages or codes when accessing the channel?
• Does the issue you are experiencing only happen on a specific channel or all channels installed on your Roku device?
• What troubleshooting steps have you taken so far to resolve the issue?

We look forward to hearing from you and looking closely into this issue.

All the best,
Chel

[mmldrm]

Add me to the list of people with Roku Streamer (two of them) and apps that crash while loading. 😤

Model 9102EU
Software version 12.5.5 build 4174-95

(Edit: it isn't even consistent. The UK Channel4 app failed to load repeatedly earlier, but later on it worked.)

[RokuBernie-D]

Hi @mmldrm,

Greetings from the Roku Community!

We appreciate you contacting our support team about this. We want to help.

Could you verify what channel has this issue? Please verify the following information so we can include your issue to our concerned team.

• Roku device model, serial number, device ID, and OS version. (this can all be found in Settings > System > About)
• Tracker ID (when you see this issue occur, press the Home button five times, followed by the Back button five times, and provide us with this ID)
• What are the troubleshooting steps you have tried to take to resolve this?

We anticipate your response and are willing to include your device in the investigation. 

Warm regards,
Bernie

[sparrowj]

Yeah 

It's extremely frustrating to say the least that they care so little about their consumer base. All that I ever see is the same request for information paired with their generic copy and paste replies for troubleshooting steps.

It seems that this should have been more obvious to me after reviewing their BBB Profile

[mmldrm]

It was the Channel4 (UK) app. It seems to be working now, but it had been crashing when loading that app for the past week or so.