Sorry you are having problems. We have Roku... not sure but it is a year or so old. We had trouble at first and found their customer service was great. We did have to go back and forth between Netflix and Roku.. each thinking it was the other's problem. In the end, Roku sent a new device out to us free of charge. My suggestion for customer service is to call back an hour or day later and try someone else. Usually it is just the individual that isn't good. :D