Just to be clear on the difference - here is where you install the Roku YouTube channel.
And here is where you install the Roku YouTubeTV channel.
Two different Roku channel/apps, two different descriptions, two different URLs, two different logos.
I've never tried Roku support, but call/chat support for many products is handled out of call centers in countries where the product isn't available and/or the person in the call center couldn't possibly afford it. Most of the support runs from scripts, and if that fails, a clever support person might start browsing this forum for an answer. As such, their script might be old, or they might have found an old thread.