Stuck on voice guidance selection.

I recently received a new box. That xfinity said I had to have or id Have no service as i've currently had my old one 10 years. After receiving my new box, I installed it without issue. I went to setup screen selections and got stuck on voice guidance. After spending 6 hours trying to restart it. And on the phone with several representatives. I finally told them I want a new box. I picked up my new box 3 or 4 days later and again. Try to install it and God stuck on the voice guidance. I was able to talk to a representative. Who knew what the h*** was going on and said My lines are too old Is they were installed well over 10 years ago. And my box was not receiving any signal, or a very weak signal. And that was the reason why it was stuck. When I questioned, why doesn't xfinity know my lines are old as they installed them. He told me they would have no idea Until the technician came in, ran a test of the lines. You think they keep some kind of records! anyway, If you're still having issues, it's probably your lines. I'm hoping to get mine done in the next 4 days. I'll try to update