new tv box does not work

I exchanged my old tv box for a new one on 3/31.  I had trouble setting up the new box.  It never went through the initial setup process.  It just sat there when I plugged it in.  I tried a reset via the website and eventually, the cable just started working after about an hour, but not very well, the remote only worked about half of the time.  Now the tv box has stopped working again.  It states that it is "online" in my account settings, but it just sits there with the Welcome screen.