@Amy_Sue, if someone is asking you for a payment for support, it isn't Roku! If you have a Roku TV made by TCL, onn, Sharp, Hisense etc., contact their support. If it's made by Roku, contact Roku support at https://support.roku.com/contactus. To be honest, if I had a brand new TV that didn't turn on I'd take it back while I could.
Where to get support for your Roku TV™ | Official Roku Support
Roku Community Streaming Expert
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