Need a new main TV box.

After a storm, my main TV box stopped transmitting a picture to the TV. (It still partially works, as the other boxes receive a signal and we get TV on them.) This is the second time this has happened since we had service, and I know I just need to replace that box like I did the first time. The chat no longer connects to a real person I can explain the issue to and just wants to send a technician, which isn't necessary. How do I simply order a new main box to exchange for the faulty one?