You don't get to talk to a real person. Roku doesn't have a customer support phone number you can call. You can only do an online "Chat". So, I did the "Chat" and for my Roku Ultra I was instructed to do a Factory reset at which point they drop off the "chat" since they know it will take quite a while to reload all your channels. So, after spending hours "Chat"ing, doing the Factory Reset (they told me to do) and reloading all my channels, it did NOT work! The unit continued to perform very poorly and was basically unusable. But, for the Roku Ultra, I was finally able to get an earlier version of the firmware. Once I downgraded the unit to the earlier version, the Ultra was back to normal. So, I thought they would also give me a downgrade for my Roku 3500X stick but, as of this date, they have not and that unit is basically unusable. So, I purchased an Amazon Firestick and it works beautifully. I've also been letting everyone know about Roku's lack of support. In fact, I was in a big box store over the weekend and I told people about Roku's issue with the latest software release and Roku's lack of support. At least 4 customers who were going to buy a Roku based television did not. My friends are also doing the same thing. It's really too bad that Roku took so long to admit they had introduced problems and now are refusing to fix those problems that they caused. Up until now, I really liked the Roku products. What a shame..... They need to either tier their products so that they don't negatively impact their legacy customers or give customers the ability to restore their units to working versions. And they definitely should set up a Customer Support phone line. Oh well....
