Hello, Please double check that Input the Roku is plugged into on the TV (also is it using red,white and yellow RCA jacks, or an HDMI cord?).
Additionally, what Input is SELECTED on the TV using the TV remote?
Let me know some details so I can help you.
Since I'm not there, and don't want to make assumptions on connections, it would help if you could tell me the following:
1) Which model Roku do you have and what cabling is used to connect it to the TV?
2) Look at the back of the TV to where the Roku connects, and tell me the name of the jacks (they are labeled either "HDMI 1", "HDMI 2", "Video 1", etc.).
3) What TV do you have here? What is the model number off of the back of it (so I can look up the Inputs)?
I'm not privy in any way to billing, accounts, site layout, etc.- I'm an independent tech, not a site employee. You would need to direct those questions to customer service via the home page. You can direct billing questions here: http://*****@******.***