Technical support can not ask you for payments if you have reinstalled OS and should be considered a Hardware issue.    However there have been known issues with Netflix and other streaming services in windows 10. Recommended Browser is Edge  Also in Edge go to : Help and Feedback > About  This will install latest updates for Edg : Test    In Chrome : Use hardware acceleration when available : Toggle it to on or off and test
This is just a month-old laptop. Dell Inspiron 5515 with AMD Ryzen 7 5700U with Radeon Graphics. Exactly after the 30-day return policy, I started facing these issues on my laptop. Several agents tried multiple options a) Hardware scan (Video Card Stress Test, Hard Drive Stress Test) b) Reset to Factory settings using Support Assist OS Recovery b) Clean Reinstall of OS by deleting all partitions that came with Dell. My Laptop randomly freezes while streaming any movies from Netflix or Hulu. Sometimes it is happening after 30 minutes, sometimes after 1 hour, and sometimes it is running without any issues. Dell Hardware agents response - No issue in hardware. You have to purchase an additional warranty for $99 to investigate software issues. Any help is appreciated to escalate or fix this issue. BLACK SCREEN OR FREEZE. NEED TO HOLD THE POWER BUTTON TO RESTART. Softwares I run are: a) Adobe Acrobat Reader b) Microsoft Office c) 7-Zip d) Java & Eclipse
Dell Inspiron 5515 Freezes while streaming movie from Netflix or Hulu