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3 Messages

Tue, Sep 29, 2020 4:29 PM

Channel selection problems

We have had ATT TV  Now streaming on our Roku Stick (with HDMI extend cable), both acquired about 2 years ago. Within the last 3-4 months we have experienced several problems with channel selection, which have seemed to increase with time. The Roku is running with the latest software and new batteries for the channel selector. We have a 100 Mb DSL internet feed.

1) Watch Now selections do not start when the program is actually in progress. Gives prompt to View All Episodes, even when you switched from the same running program. Select from the main all channels guide and the program will display. 

2) Programs selected from Main guide or others will not start even though they are clearly in progress. Some times an 'oops' message displays that something is wrong. These are channels we are paying for and fully authorized to view. Sometimes shutting down the TV and restarting a few minutes later will solve it, but not always.

3) Selecting channels from one of the filtered lists (eg Sports or Movies) does now start the program -- just sits there with no response. Switch to the All filter and the same channel starts.

 

 

Responses

Brand User
ATTHelp

Community Support

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137.2K Messages

a month ago

Hello, @pluggedin2!

We'd be glad to look into what's going on with the streaming on your Roku device!

 

Please tell us if you experience this issue on other streaming devices and provide us with any error message you may be receiving.

 

Also, let us know if this happens on specific channels or all channels and if you've tried to change your HDMI cable, so we can better assist you. 

 

Mike, AT&T Community Specialist 

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*I am an AT&T employee, and the postings on this site are my own and don't necessarily represent AT&T's position, strategies or opinions.

New Member

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3 Messages

a month ago

Hi Mike,

Thanks for your reply. 

We have another Roku in a guest bedroom which is never used so nothing to report there.

 

We don't see a pattern in the channels that are affected, with the possible exception that TCM was the first we noticed would sometimes not start, and give a blue screen with a yellow error icon. Now we see this on other channels but I don't recall any pattern there either.

 

We have purchased a new Roku stick to see if that solves the problem. We have 15 days to evaluate and return it if does not solve these issues, so we will see what happens.

Brand User
ATTHelp

Community Support

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137.2K Messages

a month ago

@pluggedin2,

 

We appreciate that information.

 

We do like to probe to see if the same thing occurs on different devices so we can determine if the underlying issue is device specific. If you stream the AT&T TV app on your phone or computer, do you experience these things on there as well?

 

 

 

KristinA, AT&T Community Specialist

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*I am an AT&T employee, and the postings on this site are my own and don't necessarily represent AT&T's position, strategies or opinions.

New Member

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3 Messages

25 days ago

Still having problems as above even after new Roku stick installed.

 

Specifically, when trying access shows from Guide - Sports or Watch Now menus,

Some of the shows won't start (just beeps).

 

When selecting some of the football games from Sports, they only beeped

(In this case CBS and ABC) while others started as expected.

 

Same problem with same channels when selecting from Watch Now, except rather 

than beeping, the screen changes to "View All Episodes"

 

In both situations above, said problem channels would start from the Guide - All 

menu section.

 

Also, I completely duplicated these issses (channels and menus) on another 

TV connected to a differet Roku.

 

Additionally, noticed other channels showing in Watch Now list and know to be running would not

start when selected. Only displayed a new screen with "View All Episodes" even though

the show currently in progress.

 

 

As you can imagine, this is very annoying when wishing to keep up with serveral

channels palying games or the events.

 

Please let me know if I can provide any further information to assist in 

solving this.

 

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