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Set-Top Box Replacement

I am having issues with of my tv box for months. Randomly, our tv picture disappears and  we get this blue loading circle on a black screen. At first we thought it was the wire, we replaced all the wire connecting the box to the tv and nothing changed. We have called Verizon multiple of times and spoke to many different "representative/technician" and done their troubleshoot steps. Nothing has worked, their latest try at resolving was opening a ticket which they was closed without us getting a replacement box or sending a technician to catch. We are at the point we either get a replacement set-top box or we will need to switch since we can't watch TV without interruptions. How do we get a replacement box? 

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