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4k Channels - Service Unavailable

pharmdtg
pharmdtg Posts: 4 Spectator
in Spectrum TV App Feedback - ROKU and Other devices

I have a Sharp OLED 4k Roku TV and when I tune to any of the 4k channels in the Spectrum TV app when they have programming, I get a message of Service Unavailable, Reference Code: RLP-1007. I have tried using chat to help resolve, they claim it's an internet issue but all of my other channels are working fine. I have Fox, FS1, NBC and ESPN in my package. My tv is on Roku Software Version: 15.0.4, Build: 5534 and my Spectrum TV app is Version 15.7, Build 1. Any thoughts as to why they won't work?

Comments

  • HT_Greenfield
    HT_Greenfield Posts: 1,170 Contributor
    edited November 30

    🔗 https://support.roku.com/article/115015678567 How to check the connection on your Roku streaming device

    ↳ When to check your connection ↳ • If you see network errors on screen, you may have poor coverage

    ↳ Understanding connection results ↳ Internet download speed: ↳ • 4K Ultra HD: 25 Mbps or more

    ↳ Advanced fixes

  • Jilliana_M
    Jilliana_M Posts: 226 ✅ Verified Employee Moderator

    Hey there @pharmdtg!

    Welcome to our community forum!

    We appreciate you bringing this issue to our attention and we are sorry to hear that you are experiencing an issue with that RLP-1007 error message while streaming. I'd be more than happy to investigate this matter a little further and ensure it is addressed! To begin, I was able to access your account using the email address provided during the registration process. I was able to see that there weren't any signal discrepancies with your customer owned modem. However, that error message in particular usually appears where there is a streaming issue from the network itself. If it is okay with you, I'd like to completely reboot your modem to refresh our services. When you have time, I encourage you to unplug the modem for a full minute and then reconnect. Please let us know once that is completed and we can continue, if further assistance is necessary.

  • pharmdtg
    pharmdtg Posts: 4 Spectator
    edited November 30

    Jilliana_M, thanks for the reply. I did reboot the modem and got the same error message on those channels.

  • pharmdtg
    pharmdtg Posts: 4 Spectator
    edited November 30

    HT_Greefield, thanks for the reply. The wireless connection signal strength per the tv is Excellent and the Internet download speed per the tv is Good (195 Mbps). The modem is provisioned for 600Mbps.

  • HT_Greenfield
    HT_Greenfield Posts: 1,170 Contributor

    You're welcome and thank you for confirming that! Just curious if you at least now have said dedicated section of available 4K content on the home screen of the Spectrum TV App.

    🔗 https://corporate.charter.com/newsroom/spectrum-expands-4k-content-to-support-apple-tv-roku-devices-via-spectrum-tv-app

    ↳ Spectrum TV customers can find available 4K content in a dedicated section on the home screen of the Spectrum TV App. …

  • pharmdtg
    pharmdtg Posts: 4 Spectator

    Yes, there is a section titled "Live Sports in 4k". That is what lead me to go down the 4k rabbit hole.

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