Voice Guidence Screen

I have not been able to get past the voice Guidence screen while trying to set up the new cable box I am required to have in by the end of the month.  I have called multiple times, once again last night, and have been on the phone for a couple hours trying to resolve this.  The person went through all of the resets, shut downs, tightening of cables, etc. with no resolution.  The person I talked to yesterday kept asking me the same questions, over and over.  I asked for them to have a technician scheduled to come and take a look.  He insisted it was on my end, but I have no problem when the old box is connected.  Then I was told they can set up a technician to come out, but I would be charged.  I told him I am not paying for something that is wrong when it is the box that is causing the trouble.  He was very rude and kept wanting me so say the problem was solved and I wouldn't.  He said he was going to hang up, so I got really ticked and hung up....2+ hours on the phone.  If I don't get this resolved I will be cancelling my services with Xfinity.