TV Box not working

We were having problems with our TV Box -- ultimately the problem seemed to be poor Wifi in our house.  So I installed an ethernet cable.  But while discussing the problem with Telus tech, the agent said he would send out 3 new TV boxes.  Why 3, I am not sure.  We received the new ones and I installed one -- these are the new type that hang from the HDMI port at the back of your TV.

We really disliked the new interface.  One of many reasons is that you cannot fast-forward or fast-rewind.  You can only move ahead or back by 30 seconds.  So if you want to fast-forward through a football game it means you have to press the 30 second button dozens if not hundreds of times.

So we called Telus again, and they said we could revert back to our old TV box.  They also said they'd send a new PVR (not sure why).  The old TV box worked sporadically so we called Telus tech again.  This time we were told they would send us a new TV Box of the same original model.

Two weeks later, we are still waiting.  No TV reception at all.  Just got my new monthly bill -- they have removed the TV and PVR rental charges but I'm still paying for TV.  How do I get them to send me a new TV box?