TELKOM Lit Box disaster

A few months ago I took out a contract for WiFi with Telkom and also received a Lit box. This box has been giving us problems. I returned it to the store in Adderley Street but was told by the Technician that he wasn't trained to look at this box because it's new. For the past 2 nights we couldn't watch TV because there's a problem. We can't hear anything as there's no sound. Or we can't see anything. This is extremely frustrating as this is costing me just over R800 a month. I tried calling and hold on forever. I just want this thing to work. This is ridiculous! This Lit box should not be sold to anybody!