Features, settings & updates

Help configuring Roku device settings, using Roku OS features such as screen mirroring, adjusting display type and audio settings, using Guest Mode, and assistance with software updates.
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Figs
Level 7

Paying $69.99 for an update

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Our regularly used Roku Premiere+ has stopped working. Today, we updated it to the 10.0 version, which supposedly isn't even the latest version (10.5 is), but the message from Roku says our system is now up to date. It still doesn't work.

A Roku Customer Service rep told us we had to pay $69.99 to get the latest update. Anyone else had to pay for an update? We bought the device 3 years ago.

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RokuDanny-R
Roku Employee
Roku Employee

Re: Paying $69.99 for an update

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@Figs

Thanks for the inquiry.

Please be aware that Roku OS 10.5 has begun rolling out to select Roku players and is expected to roll out to all supported streaming devices, including the all-new Roku Streaming Stick 4K, Roku Streaming Stick 4K+, and all Roku TV models in the coming weeks.


Thanks,
Danny

Danny R.
Roku Forum Moderator

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9 REPLIES 9
renojim
Community Streaming Expert

Re: Paying $69.99 for an update

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THAT WAS NOT A ROKU CUSTOMER SERVICE REP!

You'll get the update when you get it.  Only Roku knows how their update process works and they're not sharing.  None of my devices have received it yet.  Roku doesn't charge for support (what little there is) or updates.  Don't do an Internet search for customer service.  You'll just be taken advantage of.

Roku Community Streaming Expert

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RokuDanny-R
Roku Employee
Roku Employee

Re: Paying $69.99 for an update

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@Figs

Thanks for the inquiry.

Please be aware that Roku OS 10.5 has begun rolling out to select Roku players and is expected to roll out to all supported streaming devices, including the all-new Roku Streaming Stick 4K, Roku Streaming Stick 4K+, and all Roku TV models in the coming weeks.


Thanks,
Danny

Danny R.
Roku Forum Moderator
Tivoburkee
Community Streaming Expert

Re: Paying $69.99 for an update

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@renojim wrote:

THAT WAS NOT A ROKU CUSTOMER SERVICE REP!

You'll get the update when you get it.  Only Roku knows how their update process works and they're not sharing.  None of my devices have received it yet.  Roku doesn't charge for support (what little there is) or updates.  Don't do an Internet search for customer service.  You'll just be taken advantage of.


If you want 10.5.0 simply factory reset the roku, I did this four roku's of mine, a streambar, express 4k+, 4800 ultra, and tcl roku tv, only one that didn't upgrade after the reset was roku tv. Which did upgrade a few days later on its own. 

Edmund
Roku Community Streaming Expert

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Mark51
Level 7

Re: Paying $69.99 for an update

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Yes…..I tried to add a Roku device & it did not work . The Roku technician I had on chat told me I needed a software one-time update of 69.99 to get the system working .

renojim
Community Streaming Expert

Re: Paying $69.99 for an update

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@Mark51, HE WAS NOT A ROKU TECHNICIAN!

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RokuDanny-R
Roku Employee
Roku Employee

Re: Paying $69.99 for an update

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Hi everyone,

As previously stated, updates to your Roku device are free of charge. 

For more information about protecting yourself from scams, visit our Support page here: Protect yourself from scams


Thanks,
Danny

Danny R.
Roku Forum Moderator
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Blackeyes68
Level 7

Re: Paying $69.99 for an update

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Well since not paying the $69 I no longer have options other then tv. So if it’s a scam then someone at roku is involved since he warned me I wouldn’t have anything and now I don’t. 

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Strega
Level 17

Re: Paying $69.99 for an update

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@Blackeyes68 

That’s pretty vague since Roku pretty much is TV.  Could you provide more information? How did you make contact with this person who warned you and what exactly was the warning? What is preventing you from using any of the Roku channels?

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atc98092
Community Streaming Expert

Re: Paying $69.99 for an update

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@Blackeyes68 unfortunately, you connected up with a scam artist. You might believe you were talking with Roku, but you were not. If you provided them with your user information (email address and password) they logged into your Roku user account and took it over. See if you can still log into your account, and if you can change the password immediately. 

Now, to get channels back on your device again. Make sure the scammer didn't put your device in Guest Mode, as that might be limiting your control. If you've lost control of your Roku user account, you need to create a new account, reset your Roku to factory default, then link it to the new user account. You'll then have complete control of your Roku.

Dan

Roku Community Streaming Expert

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