Just had a tech come out to the house

I have spent hours on the phone - mostly waiting for a real person.  The customer service via phone is ridiculously poor.

But I scored a tech visit and the tech was not in the house 5 minutes when he saw what the problem was and solved it.  Moral of the story is to not get a replacement box sent to your house (I have a total of 5) until you have a tech come out to verify what the problem really is!