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Valued Contributor

Roku RLC-1000 error

Spectrum: please investigate from your side Spectrum App issues for the ROKU.  I already re-booted my modem, router, two ROKU devices, verified my user name and password, unsintalled and re-installed the Spectrum App, re-booted everything again.  There were no hardware changes made here at all, no cabling changes, no splitters added or removed, no VPN utilized, the PC Spectrum App works fine but is restricting certain channels and has a pop-up saying to connect to my Spectrum Internet Service.  Nothing on either ROKU which were both working fine earlier.  Other streaming services on the ROKU work fine -- just not your App which is reporting the RLC-1000 error.

Even changed my router's MAC address since some people's issues were solved that way which gave me a different IP address but stayed in the same subnet.  After the MAC address change, re-booted everything again.  All Internet is working except the Spectrum App on the ROKU devices and the same channel restriction on the PC App.  I changed back to my original MAC address and got my old IP address back since it made no difference to resolve the issues I'm having.  Cable modem signals and SNR are within range, called customer service and explained all the above but they could only respond there was an unidentified issue.  My cable modem monitoring software (that I wrote and previously utilized by TWC engineers to validate problems a few years back is showing my connectivity, downstream & upstream levels, signal-to-noise ratio, and up/down channel bonding are fine) .  The ROKU's are hardwired into my LAN -- this is not a wireless issue.  This is not a "unplug the modem and plug it back in" issue.

 

No hardware or ISP changes here except that TWC is transitioning to Spectrum.  Is all the account information and authentication data being transferred over and if so, accurately? This is what I suspect the problem is since these apps seem to think I'm outside my home area which I'm not.

 

ZIP Code here is 92064.

17 REPLIES
Valued Contributor

Re: Roku RLC-1000 error

Starting to see this now from the PC:

445202d733104d8445cc66f5f0007157

 

 

 

Valued Contributor

Re: Roku RLC-1000 error

Update.  Not fixed but got the following through a Live Chat:

 

Spectrum: We are aware of the issues within the Spectrum TV App, we are having issues from streaming properly to resetting passwords, logging in, we have received multiple complaints regarding this I know it is quite frustrating. We certainly always want our customers to be able to enjoy our services without interruption. I apologize for any difficulty you have been experiencing. 

 

Me: It is impacting both the PC application and the ROKU application. The PC app is 'crippled' but the ROKU refuses any connection.Again, both apps indicate I am not on my home network (which I am) so authentication back to your servers seems to be the issue.

 

Spectrum: Yes it is even effecting the login to even pay your bill. There are many different errors that have been reported. I do apologize for the inconvenience this is causing. 

 

Me: If TWC/Spectrum/Charter has a estimated time to repair, it would be nice to know.

 

Spectrum: The engineers have not given us a time period on when this will be resolved since it is a major issue that we are having we are going to have to revamp many portions of the online services. 

 

An ETA to have this resolved would be nice especially since I pay close to $200/month for my cable services!

 

Lead Moderator

Re: Roku RLC-1000 error

Good morning.

 

In regards to the out of  home message we have a few things we can try on our end.

 

if what we do does not alleviate the issue it can be escalated to our specialists. 

I encourage you to contact our Social Media Customer Care team to have this reviewed.

 

Thank you for your participation in the forums. 

 

Twitter: @Ask_Spectrum

Facebook: https://www.facebook.com/Spectrum

 

 

Regards,

Julia R.

Spectrum-Social Media Customer Care

Lead Moderator-Community Forums

 

 

Valued Contributor

Re: Roku RLC-1000 error

Would that be Facebook or Twitter?  If so, I am not on either one of those. 

 

It appears direct support through DSLReports.com no longer lists this company (others are there).  Any other options to have this evaluated without having to create a Facebook (yuck) or Twitter account?  If this is not brought to someone's attention, the issue doesn't get resolved necessarily.

Lead Moderator

Re: Roku RLC-1000 error

If you would prefer not to work via social media contacts we can suggest that you 

phone in to have this reviewed.

 

1-855-70-SPECTRUM (855-707-7328)

 

Regards,

Julia R.

Spectrum-Social Media Customer Care

Lead Moderator-Community Forums

Valued Contributor

Re: Roku RLC-1000 error

I did phone this in yesterday and repeated it again via the LiveChat app (partial transcription provided here earlier).  Only an acknowledgment of the problem was provided. 

 

The company should be providing something on their web site confirming the issue exists, that they are working on it, and provide an estimated time on returning services back to normal.  Their are other frustrated customers posting this issue on this forum as well as other places on the Internet.

Newcomer

Re: Roku RLC-1000 error

We are having the same issues! Every app via Roku works great! No problems! Spectrum app won't load. It keeps asking for user name and password, but it just keeps looping to this RLC-1000. So what did Spectrum do to cause this? It worked just fine until Thursday or Friday. I don't think that these things just happen! We were told that no one else was having this problem! Obviously, from this forum, there are problems! When we called Customer Service, she said she would speed up the signal. Whatever she did took out our Internet and phone line. A different call concerning the issue of no phone /no internet-Customer Service was a young lady that could not speak proper English or understand it either.  She finally got phone and Internet back, but still Spectrum app will not load up. It keeps saying connect it to your internet! It is connected! Can anyone help me with this? We pay nearly $200. 00 a month for service that doesn't load an app up! Seems as if their technicians could figure this out, or at least have Customer Service admit that there is a problem! Thanks for listening! A reply would be appreciated! 

 

Newcomer

Re: Roku RLC-1000 error

Same problem since 12/7
Valued Contributor

Re: Roku RLC-1000 error

It seems to me the issue probably has something to do with TWC's infrastructure being absorbed by Charter.  Somewhere in the myriad of this transition, some authentication detail is being lost as the only thing that is not working is this Spectrum App. 

 

Frankly, I'm surprised as customers we have to point this out to our ISPs as my research indicates this problem is not limited to a few of us.   The direct support forum at DSLReports.com is gone for Charter which is too bad.  When TWC had one there, it was fairly responsive.  I'm not aware of any kind of e-mail address that Charter has that I can send details to someone above an entry-level customer service representative.  I do have one for a hardware engineer but this is not an equipment problem.