Lack of communication on my needing a new TV box

I found out that my TV box had to be updated when the remote seemed to not turn the box on as of 6/8/25. It was my own research trying to determine what was wrong, that led  me to access the equipment types on my account. When I did so, all that was showing was a message to turn my equipment in within 10 days???? To verify, I performed an online chat with support, they advised me my box needed replaced. I went through past email messages from Xfinity in the event I missed something, but nowhere did I find a message the box needed replaced. I will not bother to discuss here the sheer frustration experienced when the online agent sent me links to complete the process of acquiring the new box…when none of their or my efforts to get the agreement satisfied worked, the agent told me I had to call support, unbelievable experience, but by my submitting incorrect phone selections on purpose, I finally spoke to a live agent. I am not at all happy, instead of sending hundreds of emails related to my customer appreciation status, instead, what about sending an email to alert me equipment needs changed in order to retain me as a customer? Horrifically poor service, Xfinity!