Go to the store yourself and exchange it. Make sure you get a receipt so you have it available when they charge you for additional equipment fees. Don't call for home service. The last time I did (due to horrible internet service) the "technician" glanced at the cables, said everything was fine and told me anything over 10 mbps was acceptable. So much for their claims of 150 mbps. I received a $60 surcharge on my next bill. Good luck.
Probably need a new remote.
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