that's a bummer, since these are new boxes, why do they need to be replaced. Why don't they give you something that works the first time? This makes me want to go to a toally streaming network if I continue to have these types of issues.
I sometimes have luck with using My Account app to reset the box.
I had awlful luck witht the chat support (2.5 hours on the chat with three different people reeating the same steps, followed by 4 hours of a remote tech trying to get the box to work while I was not on the chat anymore). I would not recommend that to anyone. Phone support during daytime hours have been the most successful for me.
In the end I had to do some investigating on my one. I took the small TV box and connected it to the another location with a working TV box. Once it activated and received all of its information, I moved it to the desired location and haven't had any issues since then.
I am a long time customer who had my boxes upgraded when I added internet service. The biggest issue was only one of the three new boxes activated properly. The other two required intevention beyond the automated process.