Lost SIRIUSXM support for Roku3?

[ecologydoc]

One day, suddenly no audio through my Roku3 and A/V receiver for SiriusXM. Only SiriusXM. TuneIn, Soma, Pandora, every other Internet radio station comes through fine. I still see the visual representation of the various SiriusXM channels, but no audio.

SiriusXM "Advanced" support practically berated me for suggesting it is a problem on their side and told me it was a hardware issue, that I should call the cable company, that he deals with phone calls like mine all day long.......

Then I wrote an email to SIRIUSXM support (Jan 2015) and got an ambiguous reply. Thanked me for contacting them, then below that, what looks like a canned response with a date of September 9, 2014 describing an "update to Roku devices that will fix this problem", then below a horizontal line, in italics, "We are aware of the issue and are currently working to get it fixed." So which is it? SIRIUSXM audio was working fine but failed through my Roku3 in mid-January 2015, what does a four month old update have to do with anything? Do the italics indicate your current response to my issue specifically or is it also tied to the four-month old update that has nothing to do with my problem?

I should note that SIRIUSXM app on my android phone, through a wireless connection to the modem that is hardwired to my A/V reciever, works fine. Upshot is the SIRIUSXM internet station audio is being received fine at my modem, just won't emerge from the Roku3.

Anyone else having this recent (January 2015) issue with SIRIUSXM and Roku3?

Thanks.

 

[BoredSysAdmin]

Did you tried to contact Roku's support? Is there a new firmware or something?

 

[ecologydoc]

Did you tried to contact Roku's support? Is there a new firmware or something?

Ah HA! I just noticed that the last Roku auto-update was Jan 13th, that's the day the SIRIUSXM audio stopped!

 

[ecologydoc]

After 38 minutes on hold and speaking with a person in a language tantalizingly close to English, I was asked to wait three days and try again. Magic 8-ball support.

 

[ecologydoc]

Still no audio for only SIRIUSXM through Roku 3. No reply to my last followup with SIRIUSXM support. Sent them another email. Sent Roku a Support request through their website describing the problem. Now # 48 in queue for Roku chat support.
Well, didn't take that long, about ten minutes; chatbot says they are aware of the problem with SiriusXM and are working to resolve it! That's promising! Chatbot's name is Jefferson S, my Roku Streaming Professional.
......bad news, no estimate of a fix or update, chatbot Jefferson S apologizes and "will forward this case to our escalation for investigation and add your case to out log". Hmmmm, another language tantalizingly close to English.

Hmm, maybe a native English speaker after all:

SM - Jefferson S Thank you for the information. Let me get you a case ID number for your reference.
Please give me a moment. Thank you for waiting ecologydoc.
Here is your case ID number: xxxxxxxx
I also need to get the software version.
ecologydoc version 6.1, build 5517
SM - Jefferson S From Home screen, please go to Settings, System then about.
Thank you.
ecologydoc dude I'm way ahead of you.
SM - Jefferson S Yeah, I am glad you know where to go, it wouldn't be difficult to troubleshoot with you, just saying.
ecologydoc no stress
SM - Jefferson S Would there be anything else I may assist you with today?
ecologydoc how long do I wait?
SM - Jefferson S is typing...
SM - Jefferson S I cannot promise you a timeframe, normally it takes 24 to 72 hours for you to be notified.
You will be notified by phone or emial.
Email, sorry.
ecologydoc ok, I would think SIRIUSXM would also be anxious to resolve this issue.
SM - Jefferson S Our engineers are working with them.
ecologydoc ok, thanks for the help then. Better than phone support.
SM - Jefferson S Youre welcome.
6:40 pm Thank you for giving us an opportunity to serve you through Live Chat Support! If you need further assistance, please do not hesitate to contact us.
Feel free to contact us if you require further assistance. You can also visit www.support.roku.com and http://blog.roku.com/ for more information about our product and channel offerings. Have a wonderful day!

 

[ParadigmDawg]

Still no audio for only SIRIUSXM through Roku 3. No reply to my last followup with SIRIUSXM support. Sent them another email. Sent Roku a Support request through their website describing the problem. Now # 48 in queue for Roku chat support.
Well, didn't take that long, about ten minutes; chatbot says they are aware of the problem with SiriusXM and are working to resolve it! That's promising! Chatbot's name is Jefferson S, my Roku Streaming Professional.
......bad news, no estimate of a fix or update, chatbot Jefferson S apologizes and "will forward this case to our escalation for investigation and add your case to out log". Hmmmm, another language tantalizingly close to English.

Hmm, maybe a native English speaker after all:

SM - Jefferson S Thank you for the information. Let me get you a case ID number for your reference.
Please give me a moment. Thank you for waiting ecologydoc.
Here is your case ID number: xxxxxxxx
I also need to get the software version.
ecologydoc version 6.1, build 5517
SM - Jefferson S From Home screen, please go to Settings, System then about.
Thank you.
ecologydoc dude I'm way ahead of you.
SM - Jefferson S Yeah, I am glad you know where to go, it wouldn't be difficult to troubleshoot with you, just saying.
ecologydoc no stress
SM - Jefferson S Would there be anything else I may assist you with today?
ecologydoc how long do I wait?
SM - Jefferson S is typing...
SM - Jefferson S I cannot promise you a timeframe, normally it takes 24 to 72 hours for you to be notified.
You will be notified by phone or emial.
Email, sorry.
ecologydoc ok, I would think SIRIUSXM would also be anxious to resolve this issue.
SM - Jefferson S Our engineers are working with them.
ecologydoc ok, thanks for the help then. Better than phone support.
SM - Jefferson S Youre welcome.
6:40 pm Thank you for giving us an opportunity to serve you through Live Chat Support! If you need further assistance, please do not hesitate to contact us.
Feel free to contact us if you require further assistance. You can also visit www.support.roku.com and http://blog.roku.com/ for more information about our product and channel offerings. Have a wonderful day!

I just got a Roku mainly to use for Pandora. I didn't know it would play SIRIUSXM. I guess since I have a SXM account and have it in my car, I can also use it in my house.

But...you have identified that I have a player and it won't play so now I'm just mad...

 

[ecologydoc]

What I have identified is my own user experience.

Meanwhile, I am listening to SIRIUSXM through the NET functionality of my A/V receiver instead of waiting for Roku and SIRIUSXM to get their feces in piles.

 

[ecologydoc]

So back and forth with Roku, a couple days ago I get an email with a bunch of troubleshooting steps, I scan it, let's see, remove the SIRIUSXM channel and reinstall it? Did it. Power cycle? Several times. If these steps don't work send us the firmware version? Sent it to you twice already, at least.

Last night I read it closer, they ask me to "kindly follow the below steps...." So I notice that they want me to remove SIRIUSXM channel, and then reboot the Roku, and THEN reinstall SIRIUSXM. Skeptical at this point, but since they added the "kindly"......

It WORKED! SIRIUSXM audio came back after 15 days!

Thanks Roku support!