Welcome to the Spectrum Community

Get answers, share solutions, help your community.

Start here

Spectrum app NOT working on Samsung Smart TV and Roku

Recently switched back to Spectrum for TV streaming services.  I have a Samsung smart tv and 3 others with Roku sticks.  The Samsung tv app has NEVER worked.  So I had to put a roku stick in my smart tv.  Roku app works fine during the day but once 8 pm hits, the problems begin.  It begins to lag or doesnt work at all.  Uninstall and reinstall app and it sometimes works.  I'm on the phone with technical support every night.  They have no solution.  They just keep saying our engineers are working on it.  Thank goodness I still have YouTube TV until the end of the month.  Hopefully the app issues will be resolved by then.  If not resolved,  I'll cancel Spectrum, again.

Comments

  • dstoffadstoffa Posts: 989 ✭✭✭✭
    Sep 18, 2018

    Get a cable box.

     

    I am certain that the popularity of streaming cable programming was underestimated, and there are simply too many customers trying to connect to Spectrum head-end servers and use it during peak periods.

     

    There were similar posts on this a week or two ago when NFL games were unwatchable....

  • MericcaMericca Posts: 2
    Sep 18, 2018

    I have the same issue! It worked fine under TWC but once all our stuff got switched to Spectrum it has never been the same.  Started out just going out once in awhile but for last 3mos or so works fine in the day but at 8pm can’t change channel as service unavailable! This is same on our Visio also. Same answer from tech support to.. engineers working on it.  We have 1 tv with a set box & it works fine. Just the ones with roku & streaming the spectrum app. I’m pretty much done with spectrum. Looking around for another service. 

  • MericcaMericca Posts: 2
    Sep 18, 2018

    When it was Time Warner has no issues with streaming! I don’t want set boxes I want streaming! 

  • aaron8771aaron8771 Posts: 3
    Sep 18, 2018

    Didn't have any problems when it was TWC either!  I have 5 tv's, x's that by $6.99 for each cable box!  I dropped Spectrum about 4 months ago, and the Samsung smart tv app didnt work then either. BUT the Time Warner Cable app DID WORK!  Go figure.

  • Uncheelfan60Uncheelfan60 Posts: 2
    Sep 20, 2018

    This is exactly what happens to us!  I can’t change the channel after 8:00 without getting an error.  Ridiculous!

  • dstoffadstoffa Posts: 989 ✭✭✭✭
    Sep 20, 2018

    I doubt it's an issue with a change in the name of the company.

     

    The app was probably designed as an add-on to supplement an existing "linear" video subscription on second sets and hand-held devices (iPad, etc.).  When the system's requirements and scope were set up, the number of users was most likely underestimated.  Why build a ten-lane freeway when a four-lane one will do.

     

    When the cable company (TWC did it to me well before the merger) began to encrypt video programming, and a box was required to view programming on all sets, the app became a much cheaper alternative, so more people flocked to it.  I am sure this extra demand wasn't anticipated and built into the design.

     

    When the cable company began to offer "Choice" in an attempt to capture the "streaming only" Over-the-Top TV Market, the load that this brings to the streaming head-end was, too, under estimated.

     

    There are simply too many people trying to use it.  They didn't swap out an old straming system and install a new one at the merger.... It's the same system.  It's just now overloaded and tired.

     

    The performance of the streaming app a function of the number of users, and there are a lot more of them now.  Early adopters who were using the service before it got overloaded are now observing the impact of growth with not enough infrastructure in place.

  • GoforthegustoGoforthegusto Posts: 1
    Oct 06, 2018

    Well, I do think it is related to TWC vs. Spectrum.  About 5 weeks ago, I was talking to spectrum rep about the fact that I was not getting the 100mbs that was promised on my bill I was paying. He informed me that I was technically still on our old TWC plan, which only provided 30mbs service.  I still had our old TWC access point and the small digital converter/cable boxes provided when you could no longer tune directly with your tv. Anyway, they got me a great new deal with the 200mbs internet, along with a lower rate on our service overall. But I had to bring in my old modem/access point and converter boxes. So, new modem and a few new cable boxes to replace the old boxes, and great new internet service. But, none of my app/streaming based service (roku, pc based, or android phone/tablet apps) worked any more WHEN CONNECTED TO OUR HOME NETWORK. None of the devices recognize the home network. Prior to "upgrading" our service, all apps worked perfectly 99+% of the time on all devices (very infrequent buffering, probably related to the lower bandwidth). I have spent hours on multiple calls to technical support, and nothing has remedied it. Some of the reps tell me its a known issue, others just reset the modem and tell me to wait 24 hours, which of course doesn't work.  Today it was supposedly ticketed and immediatly "moved up", as multiple reps have attempted the same workaround with no success. Honestly, I lke youtube TV, and if this issue is not resolved shortly, we are going back to that. Yeah, we loose channels, but 75% of what we watch is on it, and we can live without the rest.  But, to the point, I definately think it was directly related to the switch from our old level of service from TWC. Clearly, something changed, and this post seems to affirm that.

  • jv1828jv1828 Posts: 1
    Oct 22, 2018
    having the same issue as all the rest of you, last few months it has me crazy trying to troubleshoot. Internet constantly drops on my samsung smart tv the spp will freeze and I get to watch blue boxes go across the screen. SPECTRUM IS AWFUL!!!!
  • Julia_RJulia_R Posts: 4,197 Lead Mod
    Oct 22, 2018

    Good morning @jv1828

     

    If your wireless connection is dropping from your TV this is not an app issue but 

    a connectivity issue. Does the same thing happen on other devices or just the TV?

     

    I would encourage you to begin a thread in our connectivity portion of the Forums

    so that your peers can take a look into the connection. 

     

    You can find some information that would be helpful in that here: 

    DATA-TO-POST-TO-GET-HELP-FROM-THE-COMMUNITY

     

    Regards,
    Julia R.
    Spectrum-Social Media Customer Care
    Lead Moderator-Community Forums

     

  • Julia_RJulia_R Posts: 4,197 Lead Mod
    Oct 22, 2018

    @Goforthegusto This does not seem to be the same issue as the Smart Tv issue.

     

    If you are having trouble streaming to multiple websites that would indicate

    a connectivity issue. You may want to start a thread in our connectivity 

    section. You can find a link for what to post to help in diagnosis on the post

    just before this one. 

     

    Regards,
    Julia R.
    Spectrum-Social Media Customer Care
    Lead Moderator-Community Forums

     

  • cochtercochter Posts: 1
    Oct 23, 2018

    I'm in the same situation - every morning the spectrum app is out. I called a few days ago, and the cs agent said it was on their end. Please fix this! The reason I have the app at all is to watch NY1 in the mornings; kind of defeats the purpose. And, it should work. Netflix and Amazon prime do. Please get it together Spectrum.

  • IGHITSTIGHITST Posts: 1
    Nov 07, 2018

    I also have this problem on my Roku 3. I signed up for TV Choice a few months ago to get a few additional channels without paying for a cable box and many stations I had no interest in watching. Nothing but problems since then with the app frequently failing to load or freezing while watching a program. I do not have this problem with any other streaming app and my Roku 3 is hard wired to my network so I am effectively getting 50 megabits per second download speeds. This seems to be a major problem on the Spectrum end of things. 

  • Sceneit7Sceneit7 Posts: 1
    Nov 24, 2018
    I recently got a smart tv hoping that the spectrum app would work better as we were having issues on our xbox one. We now have even worse problems with the app on the smart TV. Can't watch tv longer than a few seconds before spectrum app shuts off and we are sent back to home screen. All my other apps (amazon prime, Netflix, vudu) work just fine and have lost connection during a movie or binge. I have contacted spectrum numerous times with responses like "engineers working on it" "not enough data to source the issues". I am so sick of this service and unfortunately it's the only cable provider in our area with decent internet.
  • Irishwife83Irishwife83 Posts: 5
    Nov 27, 2018

    I use the Spectrum TV APP on my Samsung Smart TV; all channels work except I am getting  a code error SLP-1002; WTVGDT is unavailable.... This is ABC network; not working.... Of course, contacted Spectrum and they want my log in info to my device and that is not going to happen. 

  • robertdemattosrobertdemattos Posts: 1
    Dec 14, 2018

    Hi Julia,

     

    Hmm.  I've seen the Spectrum app not work on Samsung TV's.  It still doesn't work on mine.  It doesn't even get to a place where credentials can be entered.  Oh by the way.  My TV and game systems are all hardlined and I can stream other services just fine.  I'm in technical support myself and its so easy to say that someones connection dropped.  I always have that person test something else that is working.  May be a good idea to listen to the customers on this page, take this back to your employer and ask them to seriously address these concerns.  Time Warner had the same attitude of 'were the only game in town. Where else will they go" until streaming services came along.  Now we can go elsewhere for our television services.  This should really bother Spectrum enough to do everything it can to make sure that it is working on it's app to be compatible with all TV's and working on it's servers to improve capacity to accomodate users.  I saw someones comment where they said there were just too many people on and they should get a box.  That would be no and no again.  That comment came from a customer.  I've never been of the attitude that if you can't beat them then oh well.  People pay for these services. Your company offers several mediums to access them.  They should work. Plain and simple.  Not trying to make you feel bad and I know that Spectrum pays you to represent their best interests.  They don't have any without their customers.  Thanks for reading.

  • JhoganJhogan Posts: 1
    Jan 06, 2019
    Amen. I use the Spectrum app on a Samsung TV. Netflix, YouTube, etc work perfectly on the TV, always. Other devices in the house also work well over wifi. Mbps = 230 download at the site of the TV. Spectrum app works maybe 50% of the time...otherwise “Ooops, something didn’t work quite right” and please try again later.

    Sorry, but when literally EVERYTHING ELSE is working fine, it’s not the TV or connectivity.
  • trippkatrippka Posts: 1
    Jan 07, 2019

    I am having the same problem. Only TV working is the tiny one with the set top box. Roku and Samsung TVs (2 different TVs) don't work because they rely on the app. It has been down over and over again and they tell us we have to wait 24 hrs to escalate each time. I am so tired of the poor customer service, and on top of that NOT CARRYING THE STATION with the NFL playoffs. It is clear you care about the bottom line and not the customer or you would keep things working and available.

This discussion has been closed.