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Allow users to contact human support

There is no contact number for ROKU or any path to connect with a human being at the company.  I'm sure that keeps them very profitable.  But, how do I get the answer to my questions?

1.  Is there a difference between the current "ULTRA" model that supports Dolby ATMOS on Netflix, and the ULTRA from 2019 that didn't?

2.  Is it a software upgrade to resolve?

3.  If not, is there a trade-in path?