Frequently Asked Questions

Contact Support

Before you buy

All you need is a television with an HDMI port, broadband connection with at least 2Mbps speed and an available power source to plug the device in.

The ROXI requires a television that has an HDMI input, which is common in newer TVs made within the past 8 years or so. HDMI stands for High-Definition Multimedia Interface

There are over 29 million tracks to be explored within the ROXI catalogue covering vast genres and eras. This is constantly being updated with new & exciting releases for you to explore, along with any older content that becomes available for streaming.

The ROXI music catalogue is constantly being updated with both new releases and older content that becomes available for streaming.

Yes, as long as the device has an HDMI port it will work. The ROXI has a 3.5mm audio output which can be connected to any external speakers should you wish to do so. (Additional cable needed)

The default codec streamed to the ROXI is 320kbps AAC. A small (and diminishing) percentage of the catalogue does not have 320kbps and for this we fall back to 160kbps AAC.

We have thousands of the most popular sing-along tracks for you to test your singing skills against. Let’s get singing!

All before you buy questions

Setting up your ROXI

When ROXI starts up for the first time you will be given the option to connect to your Wi-Fi and enter your Wi-Fi password.

Usually this is found on the back of your broadband router.

ROXI can also connect by ethernet cable. The connector for this can be found at the back of the ROXI. Alternatively, please contact your Internet provider for assistance with your Wi-Fi password.

No – when you buy the ROXI you will get a one year premium music pass. Once this expires, ROXI will switch to a free service with adverts and some reduced functionality. You will then have the option to purchase a further annual pass to continue enjoying the full functionality of the ROXI.

All you need is a television with a HDMI port and broadband connection with at least 2Mbps speed.

The vast majority of flat-screen TV’s will be HDMI enabled.
To verify, take a look at the inputs on the back or side of the TV and they should be named ‘HDMI 1’ etc.

No, as the HDMI on your laptop/desktop machine is for output only, not for input.

Your subscription will start as soon as you have accepted the terms & conditions on the opening screen upon first start up.

No, all you need to enter is your Wi-Fi details and you’re ready to go.

Ensure the ROXI is connected to the AC adaptor. Once plugged in, press the power button located on the top of the box and it will remain on.

The controller and stick come pre-paired but if you lose pairing you will notice the cursor on the screen will be unresponsive. To pair hold down the pause and microphone buttons at the same time until the white light starts rapidly flashing. The controller and stick must be within 30cm in distance for pairing to work.

The LED light will glow behind the power button of the ROXI when the device is on.

Within the box you will find a micro USB cable provided. Plug this into the bottom of the controller and then into the power adaptor.

Most micro USB’s will charge the device, however use them at your own risk, we recommend using the charging cable and adaptor provided.

Plug it into the AC adaptor provided.

After 15 minutes lying still without any buttons pressed the controller will turn itself off to preserve battery life. To wake up, simply press the OK button and you should feel it vibrate in your hand to tell you it’s awake.

  • Ensure the controller is charged and turned on (press the OK button).
  • The problem may be that the controller and HUB are more than 7 metres from each other, in which case move them closer together.
  • Otherwise it could be that they are not paired. To pair them, hold down the pause and microphone buttons at the same time until the white light starts rapidly flashing.

You should never have to do this as it will automatically go into a sleep mode if you leave it still for 15 minutes. However, If you press and hold the skip and microphone button the light will flash once & it will go to sleep.

Hold down the OK button and the microphone button at the same time to unpair, the LED will then flash rapidly after 5 seconds. Then pair by holding down the pause button and the microphone button at the same time until the controller vibrates.

This means that the device is currently in pairing mode. To get out of this mode, pair by holding down the pause button and the microphone button at the same time until the controller vibrates.

This is a Low battery warning (10% battery or less.) Charge as soon as you can with the provided micro USB cable and adaptor.

No, the controller is not waterproof or in any way water resistant and is for indoor use only.

Yes, you can listen to music through external speakers by using a 3.5 MM audio lead – plug one end into the stick and the other into your speakers.

If the ROXI doesn’t automatically start up and switch channel, use the TV remote to manually switch between TV inputs using the source or AV buttons.

Technically, yes. If the projector has an HDMI input then this should work.

All setting up your ROXI questions

Using your ROXI

There are two ways to search for music. One way is by using a voice search – you can do this by pressing the microphone button and saying the artist, song or album you wish to listen to. The second way is a text search, first click on ‘text search’ and then type in the song or artist you wish to listen to. Happy searching!

My Music is a place to store all your lovely favourite tracks which can be easily accessed at any time.

To favourite music, hover over the track or album and then click on the heart that appears. If you are on a track listing the heart will automatically appear as you hover over the track name. This will then be saved within ‘My Music’

Select the play button that appears when you hover over the track by pressing the ‘OK’ button on your controller.

The controller takes approximately 2hrs to fully charge.

The controller will last approximately 24hrs of constant use before needing a charge, so should last you a fair while!

No, the app is just built for playback on a TV at this point.

If you were to lose Wi-Fi signal the ROXI will stop working and a notification will appear on the screen telling you so. The service will not be resumed until the connection is remade and you have re-entered your Wi-Fi password.

No, you cannot download the music – ROXI gives you access to listen to millions of songs, but not ownership of the content.

Yes, you can. Most new TV’s will have the necessary HDMI port of which you need to use the ROXI. Just remove the ROXI from your old TV and plug into your new TV.

Yes. As long as you activate the device within the country of purchase you can take the device with you around the world. Please note however that it won’t work in areas in which you have to connect to Wi-Fi through a captive portal, such as hotel rooms.

Hit the settings button in the top right corner of the home page and then select ‘Wi-Fi’ from the list. You can then press ‘Disconnect’ and you will be given a list of the available networks. If your network isn’t shown, simply click the ‘Refresh’ button.

No, you should adjust the volume using your TV remote control. You can however pause the playback with the controller if you need to stop the music.

The device will be updated via over the air updates which will be sent to the device. A notification will be sent to your device to advice you.

No way! All this music is included within the cost of the premium music pass. Result!

No, the ROXI is not available to use offline and will need to be connected to the internet at all times to be used.

We set the explicit flag and filter content based on information provided by the music labels when they deliver the music. This data is the same as used to mark physical CDs with explicit, but it is not perfect. If you feel that a track is missing an explicit flag please let us know, and we will notify the labels, who may change the designation and resend the catalogue record to us if they agree with the concern.

Firstly, go into the ‘Party’ section from the homepage and navigate to ‘Sing with the stars’. From here you have a number of options to choose from. Once you have selected your song, hover over the centre of the image and click on the microphone to start the song and away you go! Sing your heart out!

As soon as you hit the microphone image to start the song, the microphone will turn on and you can start wowing your audience with how good (or bad!) you are.

By all means you can, but the microphone will only turn on for the tracks listed as sing-along. Standard streaming tracks without lyrics will not turn the microphone on. Doesn’t stop you from practising though!

Not warmed up the vocal chords properly? To stop a sing-along track simply press the cross in the top left-hand corner of the screen………. Ahh, that’s better.

All using your ROXI questions


This is because of licencing or publishing restrictions. Our music catalogue is being continuously updated so please check in the future.

Your streaming service is reliant on the broadband service you have. As a minimum, you will need 2Mbps broadband speed otherwise you may struggle to stream content.

If you experience a continuous problem please let customer support know and we will look in to the issue for you.

Your battery may be getting low, if the light on the controller is flashing, please charge it.
Alternative RF devices (I.E. Bluetooth) may also interfere with the controller. Check to see if you have any Bluetooth devices nearby that could be interfering.
Make sure you are not too far from the TV, the range for effective use is approximately 7 metres, with clear line of sight.

Is the battery running low on the controller? This is indicated by both an on-screen prompt and a flashing LED light on the controller itself. If it is, give it a charge and this should resolve the problem.
Steadying your hand by either resting it on your lap or with a second hand may also help with navigation.

When you plug the device into your TV, it may automatically switch to the necessary channel to play the ROXI. If it doesn’t, you will need to change the source on your TV using the source button.
Also, make sure it is fully plugged into the AC adapter and the HDMI port in your TV.

There may on occasion be tracks that get removed for streaming and are therefore not playable. Unfortunately, this is out of our control. If, however this happens frequently try re-booting the device by turning off the power and turning it back on again. That old trick!

BT Home-Hubs can sometimes be set up so that it directs you to a page all about your broadband account and its associated products when you first connect a new device. This is called Smart Setup and can prevent some devices from connecting to the internet altogether – ROXI cannot display web pages.

To switch it off –
Open your web browser on a device connected to the Hub and go to bthomehub.home, or visit . This will open the Hub Manager
Hit ‘Advanced Settings’ and enter your Hub admin password when prompted (unless you’ve changed it, you’ll find the default password on the settings card)
Continue to ‘Advanced Settings’, then ‘Home Network’, then ‘Smart Setup’ and set ‘Enable Smart Setup’ to ‘No’. Click Apply when you’re done and this should allow you to connect without issue.

All troubleshooting questions

Warranty & Returns

First try the troubleshooting options as it may be something simple that is causing the problem.
If that doesn’t work give our customer service department a call on (TBC) and they will be able to assist you further.

If you need to return your ROXI, you have two options.
If you purchased from a retailer, please contact them directly with your proof of purchase to manage the return/exchange.
If you purchased directly from ROXI, please contact our customer service department by email at or by calling (TBC).

If you exchange the device we can save all of your favourites and upload them to your new device so you don’t lose anything – clever huh!?

The ROXI comes with a warranty for a period of one year from the date of purchase.

Refunds will normally take between 5-10 days to show on your statement from the date of receipt.

If you paid with your debit card or credit card, your payment is refunded to that card. Refunds may take up to 30 days to appear on your statement depending on the card company involved.
If you paid with your bank account or PayPal balance, your payment is refunded to your PayPal balance.
How your money is refunded depends on how you made the original payment.

  • If you paid with a credit card, the money is refunded to your card. If the card you paid with is closed or invalid, the money will still be refunded to your credit card account.
  • If you paid with your bank or PayPal account balance, the money is refunded to your PayPal account. After you have received the refund, you can withdraw money from your PayPal balance to your bank account.
  • If you paid using a credit card and your PayPal account balance, the amount paid by credit card is refunded to your card. The remaining amount is refunded to your PayPal account.
  • If you paid using PayPal Credit, the amount is refunded to your PayPal Credit account.
  • If you paid with a debit card, the amount is refunded to your debit card. If the refund cannot be applied to your debit card, it will be applied to your PayPal balance.

Refunds to credit or debit cards can take up to 30 days depending on the card company involved.

All warranty & returns questions

Feedback & Contact

We welcome any type of feedback! We’re always looking to improve the ROXI with suggestions from our users, so your feedback is important to us. Please contact us on either or (Phone TBC)

Come and say hello! You can either drop us an email on or give a call on (Phone TBC)

All feedback & contact questions