2nd Silver box broke so we took it into the office since they said it would be quicker. waited for 45 minutes to be helped... Very long lines. Turned it in for a black new box. Took it home and there's no remote so customer service says use bedroom remote. It works somewhat, the tech girl on the phone tries to program the box and locks the box up and cannot turn it on so we have to now make an appt for ten days away.. What! Really . They suggest I go back to the store if I cant wait... No way. The next time I go back, it's to dump the equipment off. Trying to get a new box is like pulling teeth!! AT&T service was the best!!! Never again will I have time warner, I'll do Netflex if time warner is all that is offered in the area.