Roku TV is Not Connecting to Free Internet Services?

I bought a smart TV last month with Roku in it. I regularly use Netflix for watching movies. But yesterday my Roku is not connecting to internet. To resolve this issue I did factory reset but when I am trying to connect it from router I am getting error messages. I call Roku Technical Support but they are asking for payment. I already have purchased yearly plan still they are asking for money. I am very confused. Please tell me what to do.