dvd does not work, even with new box: tech can't fix

cant play recordings. they start then either reset to begenning or reset to guide. ff gives same result. full reset did not fix. cs could not fix. tech came out and couldnt fix it, swaped out box and problems persist.

tech said that since it is upstream and a system issue rather than an in my house issue im now tagged and can't request further tech help from cs. further cs contacts (phone and chat) result in refusal to connect me to anyone higher up to get help and then being disconnected or hung up on. 

cant even try to get refund for down service as that page requires a "date service resumed." on demand is now only partially working as well.