bedroom tv box not working, have tried all xfinity suggested fixes

Got home from trip.  Bedroom tv would not work.  Says downloading update, then goes to sorry didn't work, please call.  But there isn't a number listed and after trying their

computer generated fixes and a text fix, which pretty much did all the same things, still not working.  Then was sent a text for times for a tech to come out.  Do I have to pay

for this???  No answer to my text responses, prob computer generated too.  Are there any actual human tech people working?  I pay over $240 a month (increases almost monthly) 

to watch about five channels.  Are there any humans working there???  Can I just bring the box to xfinity for a new one?  Are they available?