TV Box status unavailable

I have two TV boxes. One shows as Online and works fine, and the other shows "Status Unavailable" and has continuous issues with picture freezing. I have spent several hours with customer support and done several whole system resets, to no avail. I asked if I could have a technician come and take a look, but they said I have to pay $100 for it. I think this is absurd and am appalled by the lack of basic customer service. Does anyone have any suggestions? Thank you.