Voice guidance continues despite turning it off

I followed the instructions and turned off voice guidance using the menus with my remote, but the voice keeps coming on when turning up the volume and when the tv comes on.  We’ve tried resetting the box and I think it’s a box problem because all the other tvs in the condo work just fine.  This box also has connection problems and the others don’t.  We need someone to come out and replace the box (Living Room 2). It’s located behind the wall mounted tv.