I have access to Netflix/Prime but no Cable on second box - RDK 03036

Hello, I have been trying to resolve an issue for over one month. I realize that you are all very busy AND short staffed - so Thank You. First - we had no access to cable and had error messages on both boxes. Finally we had a technician come out and replace the X1 Box - but we were unable to check on the second box. When I did, the second box said RDK-03036. I called and arranged a call back. Probably tried 5 times for this route over several weeks. I know that you are busy, but at this point, I have already arranged for a technician and spent hours dialing and arranging call backs. Anyhow, I finally got through and the woman said - its loose wires, not the box - they will not send a technician during Covid19 - but if it turns out to be the box - they won't charge me for the visit. 1. I don't want to be charged for the box until that visit. 2. I would like a technical person to answer - how come i can get netflix and prime on that TV - transmitted via cable - but not TV - it sure seems to me that the wires are tight enough. 3. For all of my time, please compensate me with free HBO, SHOWTIME, a few movie passes or something. I am a customer and I am paying for services that I am not receiving. Please help