Box office rental

After our old SD decoder packed up my husband went and upgraded our decoder and also purchased another little one for extra view in the other rooms since this upgrade we have been unable to rent box office movies numerous calls and promised of escalation to the box office department because our rentals are unsuccesful to be told that on all other previous calls the situation has never been escalated and then whilst waiting to speak to a supervisor to be cut off I am seriously considering cancelling my more than 15 year subscription and to start streaming my movies