Did you ever get this resolved? I am experiencing the same loop and difficulty finding a person to understand that the instructions lead me in a circle. My product is well within the first year so I'm leaning towards the loop being purposeful at this point.
You have 3 options. How are you using the chat page? Best to use a laptop running Google Chrome. But exactly what is the issue? Do you need to return the Roku? Can you elaborate. I own 5 Roku devices. 3 Streaming Stick+, 1 Ultra and 2 TCL Roku TV’s. None of then have any issues. The sticks and ultra are about 4 years old too