Solving playback issues

[slvis3004]

My Roku freezes every time I try and watch a show on Apple TV. It also does it on Netflix and Hulu as well. I have done a hard reset and wiped it out, starting from scratch, doesn't help. It is running the latest firmware. My internet speed is 500mbps and it is connected so I know that's not the problem. It will freeze until it resets itself and then will work just fine. I would like to exchange it but every time I get to the screen to start a chat, the "start chat" button is greyed out and I can't click on it. It is within warranty and I just want a new one because it's extremely annoying. 

[renojim]

Have you tried starting at

Step-by-step instructions for returns and warranty replacements | Official Roku Support

I don't know where that leads since I've never needed it, but if you've already tried a factory reset then it seems appropriate.  You may get advice to try connecting to your phone's hotspot to see what happens, but it's not exactly a fix.  It may point to some kind of network issue if it does work.