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Paying for an internet channel I can no longer watch

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  • 06-08-2019 7:01pm
    #1
    Irish Guitarist
    Closed Accounts Posts: 5,736 ✭✭✭


    A little over a year and a half ago I subscribed to an internet channel called CuriosityStream (it's like Netflix but for documentaries). You could pay monthly or annually. I have an annual subscription as this works out better value.

    I use a Roku Streaming Stick to watch this channel on my television. The first year I had no problems. Now I'm on my second years subscription and last week the channel suddenly stopped working. It loads but after a couple of seconds just exits back to the Roku home page. I've tried everything I can think of to get it working to no avail. My conclusion is that it's the fault of the channel and there's nothing I can do about it.

    If they're not going to fix this I want to cancel my subscription and get a partial refund. However they're not interested in answering my emails. Does anyone have any suggestions how I can either get them to pay attention to my problem and fix it or get a refund from them? I'm paying for a service I can no longer use. I might as well have flushed my money down the toilet.


Comments

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    #2
    Victor
    Registered Users Posts: 78,437 ✭✭✭✭Victor


    Have you tried contacting them on social media?

    If you paid by credit card, can you initiate a chargeback.


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    #3
    Irish Guitarist
    Closed Accounts Posts: 5,736 ✭✭✭Irish Guitarist


    Victor wrote: »
    Have you tried contacting them on social media?

    If you paid by credit card, can you initiate a chargeback.

    I paid by Paypal. That was back in April. As I used it for about four months before it stopped working I was hoping to just get a partial refund.

    I've tried contacting them on Twitter but have gotten no response. Their page seems to be a promotional tool and they don't seem interested in helping customers beyond telling them where they can send an email to.


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    #4
    am27
    Closed Accounts Posts: 17 ✭am27


    Irish Guitarist wrote: »
    Victor wrote: »
    Have you tried contacting them on social media?

    If you paid by credit card, can you initiate a chargeback.

    I paid by Paypal. That was back in April. As I used it for about four months before it stopped working I was hoping to just get a partial refund.

    I've tried contacting them on Twitter but have gotten no response. Their page seems to be a promotional tool and they don't seem interested in helping customers beyond telling them where they can send an email to.

    You can log into your PayPal account to cancel the subscription.


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    #5
    STB.
    Registered Users Posts: 5,380 ✭✭✭STB.


    help@curiositystream.com


    https://twitter.com/curiositystream


    https://www.facebook.com/curiositystream


    Bombard.


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    #6
    Slippin Jimmy
    Registered Users Posts: 6,031 ✭✭✭Slippin Jimmy


    Ask PayPal to open a dispute on your behalf. I'm not sure if they can, but it's worth a shot.


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    #7
    Del2005
    Registered Users Posts: 18,993 ✭✭✭✭Del2005


    Can you still access it if you go to their webpage? If you can then it's your device that's faulty not their product so you've no recourse to a refund or cancelling the subscription.


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    #8
    corkboy38
    Registered Users Posts: 177 ✭✭corkboy38


    looks like you're not the only person having issues with that Channel and roku based on a Twitter search


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    #9
    BeardySi
    Registered Users Posts: 1,707 ✭✭✭BeardySi


    Was it sold as specifically compatible with your Roku stick? If not then you're entitled to nothing.

    You're buying access to the stream. If you can view it by other means and you didn't buy it because they advertised it as working with the stick, then they're still providing the service as purchased. The fact that the way you choose to view it no longer works is irrelevant from a rights point of view.


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    #10
    witnessmenow
    Registered Users Posts: 7,160 ✭✭✭witnessmenow


    BeardySi wrote: »
    Was it sold as specifically compatible with your Roku stick? If not then you're entitled to nothing.

    You're buying access to the stream. If you can view it by other means and you didn't buy it because they advertised it as working with the stick, then they're still providing the service as purchased. The fact that the way you choose to view it no longer works is irrelevant from a rights point of view.

    In fairness, their ad reads on YT channels seem to focus pretty heavily on the watch on anything aspect, their support page (updated 6 hours ago) also lists Roku as a supported device:

    https://help.curiositystream.com/hc/en-us/articles/209260738-What-platforms-and-devices-do-you-currently-support-

    Surely if a service significantly changes how you access it then its grounds for cancellation? If you pay for Amazon Prime for a year, then half way through the year Amazon decide they don't ship to Ireland anymore, is that ok? I could understand if it was some unofficial 3rd party app that stopped working, but I would think this is definitely grounds for cancellation if you can't use the official app anymore


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    #11
    Del2005
    Registered Users Posts: 18,993 ✭✭✭✭Del2005


    witnessmenow wrote: »
    In fairness, their ad reads on YT channels seem to focus pretty heavily on the watch on anything aspect, their support page (updated 6 hours ago) also lists Roku as a supported device:

    https://help.curiositystream.com/hc/en-us/articles/209260738-What-platforms-and-devices-do-you-currently-support-

    Surely if a service significantly changes how you access it then its grounds for cancellation? If you pay for Amazon Prime for a year, then half way through the year Amazon decide they don't ship to Ireland anymore, is that ok? I could understand if it was some unofficial 3rd party app that stopped working, but I would think this is definitely grounds for cancellation if you can't use the official app anymore

    Unless you told the company that you where only going to use a Roku then they are still providing the service. Also it's not an Irish company so our laws don't apply to what they sell.


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