Need to Order a New X1 TV Box + Remote

I need a replacement "X1 TV Box + Remote" for our kitchen TV. Every ten to twenty minutes the audio conks out for a few seconds and/or the video freezes. After a few instances, a black error message screen tells me, "There seems to be a connection issue."

How do I ask Xfinity to please ship replacements to correct this new recurring failure? It's useless e-communicating with Xfinity Assistant when it refuses to bring on a live representative to discuss the specific need.

Thank you all.