Box needs to be updated

So I am on my last straw dealing with Xfinity… we recently decided to add cable at our home after just streaming for a few years so that we can watch football this fall. Streaming has been a little unreliable, so we wanted to get back to regular cable. 

We are now at week 5 of football season with no working cable. I have spent no less than 6 hours on the phone with technicians who haven’t been able to help. We originally ordered the ultimate package, and we received a flex box. The flex box doesn’t connect to a cable in the wall, so it is not what I need. Three times I called they talked to me for about an hour each and then just sent me ANOTHER flex box. 

I went to the store and the lady seemed to understand exactly what the issue was (I never got the correct box with a cable line to the wall). She gave me the right box and now I get a message saying “Sorry, your box needs to be updated.” 

This issue has been troubleshooted over the phone three times now with the same result - they reassure me that it will work within an hour, but inevitably I end up right back where I started. 

I’m on the phone now with a rep and asked him if he can see how many times I’ve called - 17 times!!!

I would love if someone on this forum can help.  At this rate, I wouldn’t recommend Xfinity cable TV to my worst enemy!  Save your money and cut the cord!!