Voice Guidance loop

Trying to set up replacement box but Do you want to keep Voice guidance message keeps looping. Even after multiple resets and speaking to a rep and having the remote swapped. Issue with replacing box going on 2nd week. Finally a Ticket was created but still no resolution after several days. Only they will reach out to me for updates.i tried to cancel ticket and asked for a new box and was told that I would have to wait until this ticket was resolved first. Whatever kind of bug this is, it has happened before with other customers in thw past and was resolved by a simple call or swap of the box. This is truly the worst experience I've had with Xfinity. Just fix it.