Airtel — digital tv set top box

Address:

Visakhapatnam, Andhra Pradesh, 530017

My setup box stopped working all of sudden. I have raised an issue and the technician arrived after 2 days. He said the setup box needs to be replaced and as they don't have HD -DVR setup box with them. I have to take new connection again. I have 3 months left for the 1 year package I took. They said it won't work and I have to take new connection and get new customer id. It seems it costs 1900 for the new connection.
Why would I need a new connection. If they don't have setup box, they should get it from other dealers and replace it. it has been 8 days and still the issue wasn't fixed. When I call the customer care all they say is wait for 24 hours. This has become a joke and they don't have least responsibility to fix the issue.